Over the last years, passenger and customer rights in public transport have been controversially discussed in Germany and Europe. Especially the consumers’ associations consider existing regulations outdated. During this project, the nexus team analysed the situation in Germany, where EC regulation 1371/2007, coming into effect on December 3rd 2009, will change passenger rights. The German legislature is currently working out its own regulation to settle specific national details.

An EU study by the nexus institute from 2006 provided the base data for the report. At that time, nexus researchers and partners examined the public transport situation in the 25 EU member states. The elaborated material about Germany has now been updated and adjusted to current developments. Investigations in some neighbouring countries led to new positive examples. The study covers voluntary measures such as negotiated agreements or service warranties and gives recommendations, what to take into account improving passenger and customer rights in public transport.

Final report (in German):
Dr. Hans-Liudger Dienel, Dr. Martin Schiefelbusch, Dipl.-Soz.-Wiss. Holger Jansen, Dipl.-VW. Sven Paul, Dipl.-Geogr. Ansgar Düben: Europäische Vorbilder für Kundendienst und Fahrgastrechte. Reihe A: Angewandte Wissenschaft - Heft 521 Auswertung empirischer Studien zum Kundendienst europäischer Verkehrsunternehmen Darstellung, Wertung und Anwendung der Ergebnisse für Zwecke des BMELV. Herausgeber: Schriftenreihe des Bundesministeriums für Ernährung, Landwirtschaft und Verbraucherschutz, 66 Seiten, Format: DIN A5. ISBN-13: 978-3-921262-52-8. Erschienen: 10/2008.)
Download German version (pdf)
Order German print version (12,20 EUR) at Verlagsgesellschaft W.E. Weinmann e.K.

The following study provided base data: “Evaluation and Monitoring of Trends with Regard to Passenger Needs on the Level of Service and Treatment” by the EU you find here.