Immediate action programs for more satisfied customers

In addition to stabilizing and improving punctuality, the focus is on the rapid improvement of the travel experience for passengers as part of the “Agenda for Satisfied Rail Customers” of the Federal Government. To increase customer satisfaction, three immediate action programs were therefore launched, which are also enshrined in the “Agenda for Satisfied Rail Customers.” These involve more security and cleanliness at stations, more comfort on long-distance trains and better customer communication. The progress and management of the immediate action programs are ensured through defined performance figures, which are regularly discussed in dedicated performance dialogs.

More security and cleanliness at stations

DB Group is working to enhance the sense of security and ensure a clean and tidy appearance at its stations with an immediate action program that includes a wide range of specific measures:

• Security: The presence of DB security staff has been increased at 35 highly frequented major stations (including the Hamburg, Berlin, Cologne, Frankfurt am Main and Munich central stations). To ensure that DB security staff are as well-protected as possible, employees who interact with customers are being provided with new equipment. The security package includes, for example, bodycams.
• Cleanliness: DB Group is increasing the frequency of regular cleaning at 30 highly frequented stations and deploying more employees there. A further 25 mobile cleaning teams also ensure that cleaning takes place more frequently and that responses are quicker and more effective. DB Group also invested in spring-cleaning. More than 1,500 stations underwent spring-cleaning in 2026, many of them in rural areas. During spring-cleaning, employees thoroughly clean platforms, stairways, tunnels, elevator shafts and glass surfaces, among other things. In addition, we deploy 44 mobile maintenance teams, which are stationed at 44 locations and handle repairs nationwide.

More comfort on long-distance trains

DB Long-Distance is improving the travel experience on board its long-distance trains through specific measures that passengers can feel right away:

• Additional cleaning staff during train runs and special cleaning crews at selected junction stations ensure greater cleanliness on board.
• The reliability and availability of the dining and restroom facilities on trains are being improved through optimized logistics processes, mobile maintenance teams and the preventive replacement of components that are prone to failure, among other things.

Improved customer communication

Customer communication is an important factor influencing passenger satisfaction. Good information is crucial, especially in challenging situations. For this reason, DB Group has set itself the target of providing passengers with faster, more consistent and clearer information in the future, both before and during journeys. Better customer communication takes place on trains, at stations and through digital information channels. The focus is on providing reliable information about delayed and canceled stops, accurate and timely information regarding platform changes, and the rollout of modern customer touchpoints (including new passenger information screens and dynamic visual displays). In the short term, this will lead to improvements in several areas simultaneously. Information is distributed more quickly via digital channels, data is more consistent across all channels, and new features in DB Navigator provide better guidance in the event of disruptions.