Safety and Passenger Rights
It is important to us to provide you with the best possible support before, during and after your journey.
We have therefore put together here all the important information about the crossing with the blue AUTOZUG Sylt.
Security
When driving on and off, walking pace applies. Please pay attention to the AUTOZUG Sylt staff. If you have received a separate loading label from the AUTOZUG Sylt service staff, please place it clearly visible from the inside on the windscreen of your vehicle.
When you have reached your allocated parking space on the AUTOZUG Sylt, please switch off the engine, engage first gear in manual vehicles or select parking position P in automatic cars – as a precaution, please also firmly apply the handbrake. Do not let the steering lock engage and switch off your vehicle's lights.
Throughout the entire crossing, you must remain seated in your vehicle wearing your seatbelt. Before and during the crossing, passengers will be kept continuously informed of current journey information over the loudspeakers on the auto train. ONLY IN AN EMERGENCY (misuse is punishable) please pull the red emergency brake cord at the side next to your driver's window – our train staff will then react immediately.
For certain vehicles and above certain wind speeds, the vehicles must be lashed down due to safety regulations. The vehicle driver is responsible for lashing down the vehicle, and the serviceTeam staff will help if requested. No liability for damage to the vehicle.
Roof boxes, roof racks and rear racks must be securely fitted and secured for transport opposite to the usual direction of travel.
Passenger rights
Has something not gone so well? We are very sorry that you experienced inconvenience on your journey with the AUTOZUG Sylt. Here you have the opportunity to assert your passenger rights.
Submit the refund form directly online.
Alternatively, you can find our refund form as a PDF here.
Have you suffered damage through our AUTOZUG Sylt or have you caused damage?
If damage occurs to your vehicle or if you have caused damage to the train with your vehicle, please inform the loading staff passing by your vehicle during loading or unloading – without leaving your car to do so. Please then follow the instructions of the loading staff. In the interests of punctual processing, the written recording is not completed in full on the train, but via a form afterwards in a calmer setting.
If you have suffered damage through our AUTOZUG Sylt, please report it to us by completing the damage report form (German) | damage form (English) in full.
We are very sorry if you experienced any inconvenience during your journey with the AUTOZUG Sylt. Were there disruptions and were we unfortunately only able to get you to your destination too late?
Your concern and your satisfaction are important to us. Your enquiries are answered by us and our partners competently, in a customer-oriented manner and as promptly as possible. Nevertheless, differences of opinion can arise from time to time. We are therefore a member of the SÖP (Arbitration board for public local passenger transport).
You can contact them if you do not agree with our response to your complaint. This consumer arbitration board, recognised by the Federal Government, will examine your matter and, free of charge for you, prepare an arbitration recommendation for an amicable and out-of-court settlement of the dispute.
Contact details:
söp_Arbitration board for public passenger transport
Fasanenstraße 81
10623 Berlin
www.soep-online.de/
From 01/09/2019 onwards, the Eisenbahn-Bundesamt can also be called upon to enforce passenger rights.
Contact details:
Eisenbahn-Bundesamt
Passenger rights
Heinemannstraße 6
53175 Bonn
Telephone: 0228/30795-400
Online via the central Bundesportal