Review Time
The trains themselves are decent, but the overall travel experience is quite uncomfortable. With reserved seating in second class, it's common to find yourself standing and giving up your seat to those with reservations. Moreover, the ticket inspection staff lacks friendliness and appears frustrated when groups travel together but cannot sit closely, which is often the case for those without reserved seats. Throughout my travels, I encountered numerous delays, and the trains were excessively packed.
While the trains themselves are good, the overall travel experience is quite uncomfortable. Reserved seating in second class often means you have to stand and give up your seat to those with reservations. Additionally, the ticket inspection staff are not very friendly and seem annoyed when groups travel together without being seated closely, which is often unavoidable without reserved seats. Throughout my journeys, I faced frequent delays, and the trains were extremely overcrowded.
Having the subscription for two months has been frustrating. They don't clearly inform you that you must cancel before the 10th of each month. Cancelling is complicated and illogical, and after finally managing it, I received a message stating they would forward it to the appropriate department. If you need help, you have to deal with multiple representatives, each saying they can assist you, only to be hung up on when you reach the last one who couldn't communicate in English. It was a complete waste of four hours without any real assistance. Customer service is unfriendly and unhelpful, forwarding you without taking responsibility. This is not how modern customer service should operate.
This review focuses on the ICE 4. There are definitely advantages—spacious seats, climate control, large windows, and ample storage for luggage. However, for the ticket price, it's unacceptable that the power outlets are often non-functional and the Wi-Fi is poor or barely usable. This made working on the train quite difficult, contrary to what the advertisements suggest.
The only way to improve is to stop providing this service due to frequent delays, cancellations, and a lack of refund policy. I applied for a refund but was directed back and forth between departments without resolution. I would not recommend this service, but as a student, there's little choice. It would be helpful if passengers were informed in advance about delays, but I don't expect that since they often don't know if the train will arrive once the scheduled time passes. My harsh review stems from spending three hours on a train meant for a one-hour journey.
This service is utterly disappointing. Trains are consistently late, and the ticket prices are unreasonably high. I genuinely believe people should boycott this service and not pay for regional or long-distance travel. Trains are frequently canceled, and the management seems unable to organize or manage repairs effectively. I harbor negative feelings towards the staff due to these ongoing issues.
I called the customer service center, and they directed me to another number as they couldn't resolve my issue. That number sent me back to the original center. I explained my situation but was passed to another department, where the representative was unfriendly, didn't listen, and hung up on me mid-sentence.
The service is one of the most frustrating in Germany. They cancel subscriptions for minor amounts, impose unreasonable price increases, and make it nearly impossible to reach someone helpful. I’m sharing my experience here because, like many others, I've had no luck with their customer service. Despite paying the required amounts, there are inaccuracies in my payment history. This is just one example of how they complicate matters for customers. It seems they only care about collecting payments.
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