Passengers shall be adequately informed about disruptions, delays and cancellations and their likely effects, subject to availability. The information must be provided via the existing information channels (e.g. counters, ticket machines, notices, monitors etc.).

The entire obligation to provide information lies not only with the company. Passengers must also inform themselves adequately and in good time about any disruptions such as delays and train cancellations and take note of any messages offered. Companies must comply with an increased obligation to provide information if they have the traveller's data at their disposal (e.g. for personal bookings via the Internet), for example by email or SMS.

The legal basis is Article 20 of the Railway Transportation Act and Article 8 in conjunction with Annex II of Regulation (EU) no. 1371/2007.