Juristiction of apf

Simple, fast, free of charge, and commission-free – the apf’s mission is to help travelers assert their rights and receive compensation without  legal proceedings

Plane

The apf can support passengers in the aviation sector in the following cases:

  • Compensation for delays (for delays of three hours or more upon arrival)
  • Refund and compensation for denied boarding (e.g., due to overbooking)
  • Refund in cases of downgrading
  • Assessment of claimed "extraordinary circumstances" that may exempt companies from paying compensation
  • Reimbursement of expenses for hotel accommodations and transfers in the event of flight delays or cancellations
  • Reimbursement of expenses for beverages and meals in the event of flight delays or cancellations
  • Reimbursement of additional costs for alternative transportation in the event of cancellations or denied boarding
  • Lack of information about passenger rights and entitlements to various forms of assistance and support services
  • Non-compliance with the rights of persons with disabilities and reduced mobility (e.g., replacement of mobility aids that were damaged or lost by the company)
  • Other issues related to flights operated by airlines or airport operators based in Austria (e.g., baggage loss, quality deficiencies)

    This applies if...

  • It concerns passengers of an airline with its main office in Austria (e.g., Austrian Airlines)
    OR
  • It concerns passengers departing from or arriving at airports within Austria. For arrivals from non-EU countries, this is only applicable if the airline has its main office in the EU (e.g., WizzAir, Ryanair, Lufthansa)
    AND
  • No resolution could be reached despite written contact with the company (contact details of the airlines and airports).

Telephone: Monday to Friday (excluding public holidays) between 10:00 and 12:00: +43 1 5050 707 740
Online-Arbitration Request (Plane)

Railway

The apf can support passengers in the rail sector in the following cases:

  • Disputes regarding compensation for delays and train cancellations for single tickets, season tickets, or annual passes such as the KlimaTicket
  • Penalty payments or exclusion from transportation
  • Refund of single tickets, season tickets, or seat reservations
  • Reimbursement of hotel costs and meals in the event of delays, train cancellations, and missed connections
  • Reimbursement of costs for alternative transportation in the event of delays and train cancellations
  • Downgrades on night trains or within booked classes (e.g., a seat instead of a sleeping car)
  • Damaged or lost luggage
  • Poor quality of food, train equipment, or other services
  • Insufficient or missing information for passengers regarding their rights and the publication of timetables
  • Non-compliance with the rights of persons with disabilities and reduced mobility (e.g., free assistance to and from the station as well as boarding and disembarking assistance)

This applies if...

  • Passengers have purchased or use a ticket from a railway company based in Austria, an urban transit operator, a ticket vendor, a travel agency, a station operator, or a transport association (e.g., ÖBB-Personenverkehr, WESTbahn, Wiener Linien, One Mobility GmbH)

OR

  • The involved railway company has been licensed in Austria, or the incident occurred with a station operator or infrastructure manager in Austria, and the alleged violation pertains to passenger rights under Regulation (EU) 2021/782

AND

  • No resolution could be reached despite written contact with the company (list of complaint offices)

Telephone: Monday to Friday (excluding public holidays) between 10:00 and 12:00: +43 1 5050 707 710
Online Arbitration Request for Rail Services

Bus

The apf can support passengers in the bus sector in the following cases:

  • Compensation for delays of 120 minutes or more, provided no alternative transportation or ticket refund was offered
  • Refund and compensation for bus service cancellations
  • Reimbursement of hotel and meal costs in the event of delays and cancellations
  • Reimbursement of additional costs for alternative transportation in the event of delays and cancellations
  • Lack of information about passenger rights and entitlements to various forms of assistance/support services (e.g., entitlement to meals/refreshments, accommodation if onward travel is not possible, phone calls, free return journey or rebooking)
  • Non-compliance with the rights of persons with disabilities and reduced mobility (e.g., free assistance to and from the bus station as well as boarding and disembarking assistance with timely notice)
  • Replacement of mobility aids that were damaged or lost by company personnel
  • Penalty payments
  • Refund of tickets
  • Damaged or lost luggage

This applies if...

  • Passengers have purchased a ticket from a bus company, an urban transit operator, a ticket vendor, a travel agency, a bus station operator, or a transport association and the company is based in Austria (e.g., Flixbus, Postbus, Dr. Richard, Blaguss)

OR

  • The place of arrival or departure of the scheduled service is in Austria, and there is an alleged violation of passenger rights according to Regulation (EU) 181/2011

AND

  • No resolution could be reached despite written contact with the company (list of complaint offices)

Telephone: Monday to Friday (excluding public holidays) between 10:00 and 12:00: +43 1 5050 707 720
Online Arbitration Request for Bus Services

Ship

The apf can support passengers in the ship-sector in the following cases:

  • Compensation for delays in maritime services for arrival delays of 60 minutes or more
  • Refund and compensation for service cancellations
  • Lack of information about passenger rights and entitlements to various forms of assistance/support services (e.g., entitlement to meals/refreshments, accommodation if onward travel is not possible, phone calls, free return journey or rebooking)
  • Non-compliance with the rights of persons with disabilities and reduced mobility (e.g., free assistance to the terminal/port as well as boarding and disembarking assistance with timely notice)
  • Replacement of mobility aids damaged or lost by company personnel
  • Refund of tickets
  • Damaged or lost luggage

This applies if...

  • Passengers have purchased a ticket from or used a maritime company, terminal operator, travel agency, travel intermediary, or ticket vendor based in Austria (e.g., Twin City Liner, DDSG, Vorarlberg Lines)

OR

  • The port of arrival or departure for passenger services and cruises is in Austria, and there is an alleged violation of passenger rights according to Regulation (EU) 1177/2010

AND

  • No resolution could be reached despite written contact with the company (list of complaint offices)

Telephone: Monday to Friday (excluding public holidays) between 10:00 and 12:00: +43 1 5050 707 730
Online Arbitration Request for Ship Services