On-time Guarantee

As a passenger with an online reservation, you will automatically receive a €10 Amazon.de voucher* (*restrictions apply) by email in the event that arrival of the reserved train is delayed by 30 minutes or more, without any need to furnish proof. (*The complete terms and conditions can be found at: amazon.de/gc-legal).

Your passenger rights in the event of a delay remain unaffected by this.

This is how our On-time Guarantee works:

 

    • Passengers of the Blue CarTrain to Sylt who have purchased an online ticket with reservation via the Autozug web portal www.buchung.autozug-sylt.de

      This also goes for holders of a Frequent Traveler Card who purchased a ticket with reservation using their online login.

      Holders of a corporate Frequent Traveler Card who have purchased a ticket with reservation using their online login will receive an invoice credit of €10.

    • The train reserved online has to arrive at its destination at least 30 minutes later than specified on the schedule. If a passenger uses a different train connection than the one previously reserved, he is not entitled to the voucher.

    • If we have already notified you of a foreseeable cancellation the day before, the On-time Guarantee unfortunately does not apply. In such cases, you can cancel your ticket for the cancelled train free of charge, or use any of our other trains on the day of travel. If a train cancellation occurs unannounced on the day of travel, you will receive your €10 Amazon.de voucher, just as in the case of a delay.

    • If the train’s arrival is delayed by at least 30 minutes, our partner Coya AG will automatically send the €10 Amazon.de voucher to the email address specified during the online booking / train reservation process, in line with our Privacy Policy.

    • No. The digital booking and timetable system automatically evaluates delays and automatically sends the €10 Amazon.de voucher to online customers who have checked in for their reserved train and arrived at their destination with a delay of at least 30 minutes. No further proof is required by the customer.

    • Your personal €10 Amazon.co.uk voucher will usually be sent to you by email within one working day of departure at the latest. Please note that processing times may be somewhat longer on Mondays due to an increased number of passengers on weekends. Our partner Coya AG’s team will make every effort to send you the voucher as quickly as possible.

    • You will receive an email from our partner Coya AG at www.coya.com. The €10 Amazon.de voucher is included in the email as a voucher code.

    • If you have any problems redeeming the voucher or have any questions regarding this step in the process, please contact our partner Coya AG, who handles the compensation service. You will find our partner Coya AG’s contact details in the voucher code email that you receive from them in the event of a delay.

    • train, but didn’t receive a voucher? Please contact the CarTrain to Sylt team. For contact details see “Who can I contact for further questions about the On-Time Guarantee or the Blue CarTrain to Sylt?

    • The conditions for redeeming your €10 Amazon.de voucher can be found at the following link: www.amazon.de/

    • Your passenger rights remain unaffected by the €10 Amazon.de voucher promotion. Irrespective of this, you are entitled to compensation within the framework of your passenger rights in the event of delay. You will find your passenger rights under Safety and Passenger Rights.

    • The CarTrain to Sylt team will be happy to provide you with information:

      By email: info@autozug-sylt.de


      By telephone:

      01806 - 258 258 (20 cents/call from landlines; max. 60 cents/call from mobiles)

      In person: At the Westerland Customer Center, Industrieweg 16, 25980 Sylt (Mon-Fri from 8:30 AM to 1:00 PM and 1:30 PM to 4:30 PM).