Tasks and activities

The Agency for Passenger Rights (apf) is the statutory arbitration body for rail, bus, ship and air transport.

Independent, simple and free of charge – it is the task of APF to help passengers obtain justice without going to court. In case of disputes we endeavour to obtain a quick and obliging solution including compensation.

Railway

In rail transport, apf can help in practically any matter associated with a contract of carriage. This in particular includes:

  • Disputes over compensation for late arrivals and cancellations of Trains
    • Single tickets: for delays of more than 60 minutes, 25 percent, starting at 120 minutes, 50 percent of the ticket price
    • Weekly and monthly tickets: rate of compensation is set by each company itself
  • Penalties
  • Reimbursement of single tickets and timed tickets
  • Dealing with complaints regarding response deadlines, etc.
  • Damaged or lost luggage
  • Deficient quality of food, coach furnishings or other services, etc.
  • Information to passengers on their rights and publication of timetables
  • Rights of persons with handicaps and limited mobility. Travellers with limited mobility who advise on this on time, must be offered free assistance to the railway station and when boarding and alighting the train.
  • Passengers purchasing their ticket from a railway company or carrier consortium headquartered in Austria or from a company operating in Austria

Bus

In bus transport, apf can provide support in the following cases:

  • Compensation for late arrivals
  • In bus transport, upwards of 120 minutes, the passenger has either a claim to
  • im Busverkehr hat der Fahrgast ab 120 Minuten Verspätung entweder Anspruch auf:
    • alternative carriage
    • refund of the fare If the passenger is not offered this choice
    • he/she has an additional claim on 50 percent of the ticket price.
  • Reimbursement and compensation in case of outage or cancellation of bus trips
  • Lack of information on passenger rights and claims to various different assistance and care services (e.g. claim to meals/refreshments, lodgings if further travel is not possible, telephone calls, free return trip or rebooking)
  • Failure to comply with rights of persons with handicaps and limited mobility. Travelers with limited mobility who advise on this on time, must be offered free assistance to the railway station and when boarding or alighting the bus.

Ship

In ship transport, apf can provide support in the following cases:

  • Compensation for delays In ship transport, upwards of an arrival delayed for over 60 minutes, 25 percent or 50 percent on the ticket price is compensated (this depends in any specific case on scheduled length of the trip and the actual delay)
  • Reimbursement and compensation in case of outage or cancellation of travel by ship 
  • assistance and care services (e.g. claim to meals/refreshments, lodgings if further travel is not possible, telephone calls, free return trip or rebooking) 
  • Failure to comply with rights of persons with handicaps and limited mobility. Travellers with limited mobility who advise on this on time, must be offered free assistance to the terminal of harbour and when boarding or alighting the ship.

Plane

In air traffic, apf can provide support in the following cases:

  • Compensation for delays in air transport is paid out upwards of an arrival late by three hours. Depending on the distance flown, the passenger receives euro 250, euro 400 or euro 600 in compensation
  • Reimbursement and compensation in case of outage or cancellation of flights
  • Lack of information of air passenger rights and claims to various different assistance and care services (e.g. claim to meals/refreshments, lodgings if further travel is not possible, telephone calls, free return trip or rebooking)
  • Failure to comply with rights of persons with handicaps and limited mobility. Travellers with limited mobility who advise on this on time, must be offered free assistance in the space of the Airport and when boarding or alighting the plane.
  • Passengers starting a flight or arriving at airports inside Austria (both scheduled as well as charter flights). Upon arrival from a non-EU country only if the airline is headquartered in the EU. Flights in connection with an all-inclusive trip are only covered if the flight is cancelled by the airline.