In 2023, the APF was able to obtain a total of 2,5 million euros in compensation, compensation payments and refunds for travelers in more than 5.200 completed procedures.

The Agency for Passenger and Passenger Rights (APF) advocates for travelers in rail, long-distance bus, scheduled ship and air transport. As part of out-of-court arbitration proceedings, APF helps travelers assert their rights free of charge and without commission.

“Satisfied passengers and passengers are a prerequisite for a well-functioning transport system. The APF provides support especially when things aren't working so smoothly. As a competent arbitration board, it helps travelers to protect and enforce their rights and thus offers them great relief. I am pleased to be able to offer all passengers and passengers this free service from the Ministry of Climate Protection,” said Climate Protection Minister Leonore Gewessler.

Number overview 2023

In 2023, the APF was able to obtain a total of 2,5 million euros in compensation, compensation payments and refunds for travelers in its arbitration proceedings in more than 5.200 completed proceedings. The largest share, amounting to 2,3 million euros, goes to the aviation sector. On average, this means a benefit of 472 euros for passengers and passengers per completion of the procedure.

“Depending on the distance of the flight, air travelers are entitled to compensation payments in the event of long delays and flight cancellations. Travelers often had to pay for alternative transport themselves and were not adequately supported by the airlines with meals and hotel accommodation. In the rail sector, the APF was increasingly confronted with cancellations of incorrectly booked tickets, unjustified fines and demands for compensation for reduced services in night train services,” says Maria-Theresia Röhsler, head of the APF. “My thanks go to the dedicated APF team. Never before have more procedures been completed in a calendar year - sometimes with great effort. This is particularly important when an airline claims an “extraordinary circumstance”. We are particularly pleased to be able to offer this service completely free of charge and commission-free for all travelers to, from and in Austria.”

In 2023, the APF received a total of 6.610 written arbitration requests. From these applications, 4.878 arbitration proceedings were ultimately opened. On average, the APF opens thirteen arbitration proceedings per day. Proceedings with the APF take an average of 52 days from contact using the online arbitration form to completion.

In total, the APF recorded 2023 completed arbitration proceedings in 5.267, with 4.248 in the air sector, 978 in the rail sector and 31 in the bus sector.

Earnings record in the aviation sector in 2023

Most of the proceedings in the 2023 flight area were due to cancellations. More than half of the cases brought to the APF were on this issue. At 38 percent, delays are the second most common reason for arbitration proceedings. In 2023, the APF flight team also recorded an increase in cases of early departures and claims of exceptional circumstances that had to be proven in the procedures.

Only four percent of the proceedings in the aviation sector had to be closed due to a lack of agreement. In 79 percent of cases, the airlines provided services to passengers. The remaining proceedings were discontinued due to “extraordinary circumstances”. For a lot of work and numerous reports to administrative authorities the low-cost airline Wizz Air took care of this.

High success rate with record number of applications in the railway sector

Of the 978 rail procedures completed in 2023, 96% ended with an agreement between the applicant and the transport company. This once again represents an extremely high success rate and underlines the expertise and problem-solving skills of our team in the area of ​​passenger rights. Last year, more than 1.300 railway inquiries were made to the APF, more than ever before. Most of the proceedings in the rail sector in 2023 related to the issue of “ticket reimbursement”. These included many procedures for the exclusion of refunds when purchasing PDF tickets from ÖBB. In addition, more cases of downgrading were registered, mostly in connection with night train traffic.

The vast majority of cases (95 percent) related to ÖBB-Personenverkehr, followed by Westbahn with around two percent and One Mobility GmbH (KlimaTicket) with one percent.