Deutsche Bahn

Privacy notice

Last modified: 1 April 2022

It is possible to use our website without providing personal data. However, it may be necessary to process personal data if you want to make use of specific services or other communication channels offered by our company via the website. If it is necessary to process personal data and there is no legal framework upon which to base this processing (e.g. a contractual agreement), we will ask for your consent.

In doing so, we will inform you of the following: what personal information of yours we collect, how we use it and how you can withdraw your consent to your data's usage.

DB Station&Service AG is the party responsible for collecting and processing your data.

The appointed data protection officer ist Dr. Marein Mueller.


If you have any questions, comments and/or criticism in connection with, please contact the following address:

DB Station&Service AG
Europaplatz 1
10557 Berlin


If you have any questions or comments about privacy issues, please contact

We collect and process personal data only for specific purposes. The reasons may arise from technical requirements, contractual obligations or users' express requests.

For technical reasons, when someone visits, it is necessary to collect and store certain information, such as the date and duration of the visit, the webpages visited, the identification details of the browser and operating system type, and the website from which you accessed our website.

Contacting us

When you send an e-mail to, we process the data you provide only for the purpose of handling your enquiry.

You can also contact us using DB Smile, DB Station&Service AG’s virtual chat assistant (chatbot/live chat). DB Smile knows the website content and provides keyword-based answers to customers’ questions, recommends links to the relevant pages and can suggest other channels for contacting us. We are constantly updating our chatbot so that it can provide you with the best support when navigating our online and mobile information offerings. At the moment, DB Smile cannot process complex/extensive questions. If a request cannot be resolved via our chatbot, you have the opportunity to continue chatting live with an agent. Personal information is neither required nor requested to use DB Smile. In the case of a live chat, it may be necessary at your request to process certain personal information to answer your concern.  Our system stores your questions for max. 30 days so that its self-learning algorithms can improve how the chatbot functions. It does not evaluate personal data. Usage-related metrics such as chat duration, information timestamps, number of exchanges and general location of the user are stored exclusively for statistical reasons. We only store any information relating to you so that we can process your enquiry and for reasons connected with our internal procedures, e.g. managing and improving our business and service processes (Article 6.1.b of GDPR).

If you contact us via other channels, such as those communicated within the scope of special campaigns or programmes for customers at selected stations, we will use the information you provide us with (e.g. e-mail or phone number) only for measures required within the context of the relevant campaign or programme.

If we obtain your consent to process personal information, this serves as a legal basis as per Article 6.1(a) of the General Data Protection Regulation (GDPR).

Processing personal data required for fulfilling a contract with you is based on Article 6.1(b) of the GDPR. Article 6.1(b) of the GDPR also applies to processing required for performing precontractual measures, e.g. in connection with requests pertaining to our products or service.

If our company is required by law to process personal data, e.g. for meeting taxation-related requirements, the relevant processing measures are based on Art. 6.1(c) of the GDPR.

Processing contracts generally requires the involvement of order processing specialists working under orders, e.g. computer centre operators, printing service providers, delivery service providers or other parties involved in contract processing.

We take great care when selecting external service providers who process data on our behalf, and they adhere to our strict contractual obligations. These service providers follow our instructions. This is safeguarded by strict contractual regulations, technical and organisational measures and supplementary checks.

Your data is forwarded only if you have provided us with your explicit consent or if mandated by legal provisions.

Your information is not forwarded to a third-party state outside the EU/EEA or to an international organisation unless suitable guarantees have been provided. These include standard EU contract clauses and an EU Commission decision regarding suitability.

Further information about data processing at DB concern can be found here:

We store data only while it is necessary for fulfilling the aim for which it was collected, for which it is required, or if such storage is mandated by law. For example, if you submit an enquiry, we store your data for at least the period of time necessary for processing your questions or enquiries in a satisfactory manner. Your data is then deleted.

In the event of statutory data retention periods (e.g. as per Germany's tax code or commercial code), the data is retained for the duration of such a period. Using suitable identification details, it is stored in a manner which prevents it being accessed, and it is deleted when the retention period expires.

  • Users can demand to know what data pertaining to them has been stored.
  • They can demand the correction or deletion of their personal data, or demand that its processing be restricted (blocking), provided this is permissible by law and possible within the framework of an existing contractual relationship.
  • They have the right to submit complaints to a supervisory authority. The regulator responsible for DB Station&Service AG is Berliner Beauftragte für Datenschutz und Informationsfreiheit (Berlin's officer for data protection and freedom of information), Friedrichstr. 219, 10969 Berlin, Germany, e-mail:
  • You have the right to the transfer of data that you provide us on the basis of your consent or a contract (data portability).
  • If you have given us your consent to data processing, you can withdraw it using the same process by which you provided it. The withdrawal of consent does not affect the legality of data processing performed before withdrawal on the basis of the consent provided previously.
  • To exercise your rights, simply post a letter to the relevant office (see section on the party responsible for collecting and processing data) or send an e-mail to

Cookies are small text files for storing personal data. When a webpage is accessed, cookies can be transferred to it, making it possible to identify the user. Cookies help to make webpages easier for users to use. 

We distinguish between cookies that are essential for the webpage's technical functions and cookies that are not essential for the webpage's technical functions.

We want to give you the opportunity to make an informed decision for or against the use of cookies that are not essential for the webpage's technical functions. Please note that if you refuse cookies used for advertising purposes, you will receive advertisements that are less personalised and less ideally suited to your interests. It will remain possible to use the website in full.

Here is some information about the types of cookies and how they are used on our pages:

It is possible to use without cookies that do not serve a technical purpose. This means that you can prevent browser tracking by cookies (do-not-track, tracking protection list) or block third-party cookies from being saved.

We also recommend that you regularly check the cookies saved by your system if you have not explicitly requested them.

Please note: If you delete your cookies altogether, the opt-out cookie will also be deleted. This means that you would have to exercise your objection to the analysis of usage behavior again.

Analysis of the data by Deutsche Bahn AG

More information on data processing as part of the analysis for which Deutsche Bahn AG is responsible and the relevant setting options can be found at “Consent Management”.


We are interested in presenting you with a broad multimedia information offering. For this reason, we integrate videos from YouTube (YouTube LLC, 901 Cherry Ave. San Bruno, CA 94066, USA). The legal basis for this is Art. 6 (1) (f) of the GDPR.

In the default setting, this service is inactive, but you can activate it. By clicking on the link to play the video you will be connected to YouTube and the external content will be displayed. Google, the operator of YouTube, uses cookies and pixel tags to personalise advertising and search results.

When the YouTube video is played, the following data is sent to Google, the operator of YouTube:

  • IP address
  • Specific address of our webpage accessed
  • Browser ID transferred
  • System date and time of access
  • Existing cookies with which your browser can be uniquely identified

Google is solely responsible for this data processing as the operator of YouTube. Which data is processed is unknown to us and beyond our control. Further information is available here.

Please note: Google can also receive other data about the cookies you have stored. The extent to which and whether Google processes this data is beyond our control.

YouTube's data privacy notice is available here.  

If you click a link to an external website, you leave the website This means that DB Station&Service AG is not responsible for the content, services or products offered on the linked website, nor is it responsible for data protection or technical security on the linked website.

We update our privacy notice in line with changes to functions or legal regulations. We therefore recommend that you review our privacy notice at regular intervals. If your consent is necessary or if elements of the privacy notice contain provisions from a contractual relationship with you, changes will be made only with your consent​​​​​.

Last modified: 1 April 2022