Making a Complaint

If you have a complaint about an infringement of your passenger rights set out in Regulation (EU) No. 181/2011, please contact the transport company in writing (or by fax/e-mail/web form) first.

If the company doesn’t send you a first response within one month or a final response within three months or if it doesn’t respond to your complaint in a satisfying way, the apf may open an arbitration proceeding in order to enforce your rights.

If you would like to submit a complaint to the apf, please use our complaint form, which you can download here.

If possible, please send the fully completed form and copies of all necessary documents (tickets, correspondence, receipts) attached by e-mail to bus@apf.gv.at.

Our complaint form can be filled out on the computer; all entered data can be saved. A signature is only required if you print the form and send it by fax or mail:

Agency for Passenger Rights
Bus department
Linke Wienzeile 4/1/6
1060 Vienna
Austria
 
Fax:
+43 1 5050707 180