Policies (S4-1)

We use modern technologies to continuously improve the travel experience for our customers by providing more reliable, consistent and comprehensible information. Passengers receive comprehensive information along the entire travel chain, that is during planning, at the station from the on-site service staff and on the trains. This is made possible by applications that we also make available to all non-Group train operating companies (TOCs) on a non-discriminatory basis.

“Informing passengers” overarching process

The specifications for the management of passenger information are being developed and implemented across all business units as part of the “Informing passengers” overarching process. Monthly meetings are held with representatives from all relevant business units to discuss, develop and assess current developments and challenges. The needs of passengers are recorded through recurring surveys, studies and market research. The interests of employees are addressed by the business units.

The scope of the overarching process relates to Germany and includes passengers of DB Long-Distance and DB Regional as well as customers of DB Sales and DB InfraGO.

In 2025, the Head of Passenger Information unit reported directly to the Group Officer for Operations & Production.

The management of the passenger information building block forming part of the Strong Rail strategy was carried out by the Management Board in 2025 as part of the S3 restructuring program.

All employees have access to information on the “Informing passengers” overarching process in the Group regulations database as well as the results of surveys, studies and market research in the DB analysis portal.