Engagement with Consumers and end-users, channels to raise concerns or needs and approaches to remedy

Processes for engaging with consumers and end-users about impacts (S4-2)

The actions to improve passenger information are derived from the relevant customer feedback and requirements. These are identified with customer representatives such as the DB Passenger Advisory Board and the ProBahn passenger association and on the basis of regular customer surveys, for example the continuous customer satisfaction surveys at DB Long-Distance, DB Regional and DB InfraGO. In addition, customer surveys and market research are conducted on a needs-oriented basis during the development process and the implementation of measures. Our measures are implemented with a view to accessibility. When developing new measures or refining existing ones, DB Group’s “Passengers with reduced mobility” program-supporting working group is also involved as required.

Dialog with the DB Passenger Advisory Board

The DB Passenger Advisory Board provides important impetus for improvements to products and services in workshops, surveys and discussions. The committee, which is made up of 30 private customers, meets twice a year for regular meetings with Management Board members and DB executives. In addition, it advises on and supports numerous projects relevant to customers. Engagement also took place in face-to-face meetings and digital formats in 2025. The DB Passenger Advisory Board was involved in various projects at DB Long-Distance, for example testing substitute transport for the Hamburg — Berlin corridor modernization, at DB InfraGO, for example for the further development of passenger information at stations, and at DB Regional, for example testing the SMILE24 model region, and contributed the customer perspective to the discussions.

Processes to remediate negative impacts and channels for consumers and end-users to raise concerns (S4-3)

All actions are aimed at ensuring that passenger information is available to all passengers and that no passengers are affected negatively; if necessary, remedial action is provided. This can be addressed through customer service (closing information gaps) or passenger rights (refund claims). The passenger rights process can be carried out digitally via the DB customer account or using a form. Passengers also have the opportunity to give feedback, for example via the DB Navigator app, QR codes on the train, the ICE portal and in writing or by telephone to the DB customer dialog. These points are openly accessible, are proactively shared with passengers, especially in disruption situations, and are actively used by passengers. The feedback is recorded via the appropriate channels, analyzed – including with the help of our AI-based Railmate solution – and passed on to the relevant departments at DB Long-Distance or DB Regional as necessary.