Entitled to what?

He could try to do it on his own accord - they have leverage to decline and he'd have to take it through several other over burdened agencies.

He could also try getting into contact with DB, and good luck with that.

My own DB story was from Hamburg hbf where 3 huge DB employers was standing guard in front of reisenzentrum (the customer service counter) and yelling at every own being incredibly rude.

DB is a joke, and it is imploding on itself. Staff seems so stressed and embarrassed by being a part of it.