System error in DB Navigator: Deutsche Bahn reports false journey cancellations

It can happen to rail customers that DB sends them incorrect information about a journey they have planned. If timetable information changes, a system error can currently cause the customer account under "My journeys" to show that the journey has been canceled. This affects the "Trip notifications" function that customers have activated for booked or saved trips, a spokeswoman for Deutsche Bahn (DB) explained to heise online.

A reader of heise online had booked a trip from Freiburg to Berlin via DB Navigator for August 1. On July 18, Deutsche Bahn informed him in an e-mail that this journey was not possible as planned, the reader explained. However, the train connection was displayed in DB Navigator and on the Deutsche Bahn website. This prevented him from canceling the trip.

Travelers can check alternative connections

The Deutsche Bahn spokeswoman advises this procedure in order to be reassured about a connection. Travelers should search for the status of their journey via DB Navigator or bahn.de. The journey information displayed there corresponds to the current status of the timetable.

Regarding the case in question, the spokeswoman said that not all stations could be served as planned on that day. This was probably not being processed correctly in DB Navigator at the time, so the customer had received incorrect information. The Deutsche Bahn spokesperson expressed her regret about the uncertainty caused by the incorrect communication regarding the status of the journey. Her company is working intensively on a quick solution to rectify the system error.

In fall 2023, Deutsche Bahn rolled out a new version of DB Navigator. Initially, the app still had some weaknesses, which are now said to have been fixed. The new Navigator and the new website at bahn.de are based on a completely new distribution system. For example, it could happen that a Germany ticket was not displayed.

(anw)