The Agency for Passenger and Passenger Rights (APF) looks back on a decade of successful activity as the central statutory arbitration and enforcement body for rail, bus, ship and air transport in Austria.
In a comprehensive review of the 2025 financial year, the authority underscores its role as an unbureaucratic link between travelers and transport companies. Despite a slight decrease in the number of claims in the high-volume air and rail sectors compared to the previous record year, the arbitration board's economic relevance remains undiminished. Last year, compensation totaling approximately two million euros was secured for claimants. The average processing time of just 32 days and a response time of around 24 hours highlight the efficiency of the authority's processes. While the air travel sector continues to shoulder the lion's share of compensation payments, new trends are emerging in the bus and rail sectors, particularly regarding ticket refunds and the handling of service reductions in the growing night train market.
Financial dimensions and efficiency of the process handling
The APF's financial report for 2025 documents the stable enforcement of passenger rights. Of the total two million euros in compensation and refunds paid out, 1,9 million euros were attributable to air travel. This is primarily due to the fixed compensation payments legally mandated for delays and cancellations. With a total of 5.130 cases concluded during the reporting period, the average refund amount was 400 euros per case. This figure illustrates that arbitration provides tangible financial compensation for individual passengers, while simultaneously incentivizing transport companies to maintain operational punctuality.
The agency places particular emphasis on the speed of its processes. The average time between submitting a written application via the online portal and its final conclusion is 32 days. Maria-Theresia Röhsler, head of the APF (Agency for Mediation and Arbitration), attributes this speed to the agency's many years of expertise and established communication channels with the legal departments of major carriers and transport associations. The agency highlights the fact that initial feedback to applicants is consistently provided within one day, in comparison to traditional court proceedings. In this context, Mobility Minister Peter Hanke underscores the importance of mediation as a tool for relieving the burden on the ordinary courts and as a cost-effective model for voluntary dispute resolution.
Developments in air traffic and main complaint areas
Although the number of complaints in the aviation sector decreased by approximately ten percent compared to the previous year, to 5.273 submissions, this sector remains the most dynamic area of dispute resolution work. The reasons for these proceedings have remained largely constant for years: flight delays account for the majority at 46 percent, closely followed by cancellations at 37 percent. These figures reflect the operational challenges faced by airlines in the densely packed European airspace. Baggage problems, which make up seven percent of cases, complete the picture of the most frequent complaints.
As expected, the focus among the participating companies is on market leaders. Austrian Airlines tops the statistics with 1.300 cases, primarily due to its market presence at its Vienna-Schwechat hub. Low-cost carrier Ryanair follows in second place with 700 cases. The APF not only acts as an intermediary in individual cases but also monitors systematic problems in refund processing in order to demand structural improvements from the companies where necessary. The free and commission-free nature of the mediation ensures that the compensation amounts go directly to passengers without any deductions.
Shifts and new problem areas in the rail and bus sector
In the rail sector, the APF recorded a total of 1.244 claims in 2025. A significant focus was on night trains. Approximately 38 percent of the rail cases concerned issues with cancellations, ticket refunds, or service reductions in night travel. This is particularly relevant given the massive investments in the European night train network, where technical defects or a shortage of carriages can directly lead to compensation claims. Another significant proportion of the cases (26 percent) involved the collection of penalties, for example, in cases of discrepancies regarding the validity of digital tickets or proof of eligibility for discounts. ÖBB Personenverkehr AG, as the national market leader, was involved in approximately 1.000 cases.
A contrasting trend emerged in bus travel. While air and rail travel experienced declines, the number of claims in the bus sector rose sharply. This increase is primarily attributable to proceedings involving inner-city transport operators, indicating greater awareness among passengers in urban areas. Thematically, claims for compensation and reports of theft dominated, followed by standard ticket refunds and appeals against imposed fines. The APF plays a crucial regulatory role in this heterogeneous market, as the legal framework for bus travel is often less well-known than in air travel.
Structural importance of arbitration for the business location
The work of the APF is also considered a key factor in economic development by policymakers. By ensuring clear legal rights, consumer confidence in public transport is strengthened. Its legal establishment as a conciliation and enforcement body gives the agency the necessary authority to act as a reliable negotiating partner vis-à-vis national and international corporations. All applications must be submitted in writing to guarantee complete documentation and swift evidence gathering.
In the future, the APF plans to further expand its digital services to make the application process even easier. The focus will remain on maintaining independence and ensuring that the service is free of charge for passengers. With over 5.000 cases concluded annually, the authority makes a measurable contribution to economic transparency in the transport sector. The figures for 2025 demonstrate that mediation is firmly established as a dispute resolution tool and remains an indispensable instrument for maintaining legal certainty, even with fluctuating passenger numbers.