In 2022, the Agency for Passenger and Passenger Rights was able to obtain a total of 1.603.428 euros in compensation and reimbursements for travelers in its arbitration proceedings. The aviation sector accounts for the largest share with 1,5 million euros, followed by the railway sector with 114.600 euros and the bus sector with 3.300 euros. On average, this means a service of 448 euros for passengers per completed APF procedure.

"In view of the increased volume of travel in 2022, an increase in irregularities was unfortunately also to be expected," sums up Maria-Theresia Röhsler, head of the APF. “A large portion of the revenue generated for travelers comes from short-term flight cancellation procedures. In the railway sector, we have never had as many inquiries and arbitration procedures as in the last year. I am particularly pleased that we were able to solve the vast majority of these procedures unbureaucratically, out of court, quickly and absolutely free of charge for passengers. The increased number of applications clearly shows the importance of the APF in the Austrian arbitration landscape.”

“The desire to travel was great in 2022 and some airlines and airports in particular were challenged – and sometimes overwhelmed – to get travelers to their destinations. Overall, flying became more (time-)consuming again. However, in the rail sector too, demand occasionally exceeded the capacity of the trains on offer on some particularly busy travel days. All this brought the Apf increased inflow. It is gratifying to see that the success rate was again high and that the Apf experts were able to bring about an agreement between the parties in the vast majority of the arbitration cases," said Transport Minister Leonore Gewessler (Greens).

The vast majority concerned aviation

Most procedures were conducted in flight area 2022 due to cancellations. Almost two-thirds of the cases brought to the APF were on this issue. Compared to previous years, delays are also “celebrating” a comeback. Numerous connections were delayed due to congestion, which particularly occurred in the summer months. Accordingly, the number of procedures at apf in this area rose from 17 to 29 percent compared to the previous year.

In the flight sector, the majority of revenue generated from passengers came from compensation (74 percent) and the reimbursement of ticket costs (20 percent). In 84 percent of the procedures in the flight area, the APF was able to successfully mediate between the airlines and the passengers. Only three percent of the procedures in the flight area had to be closed due to a lack of agreement. The remaining proceedings were discontinued due to “extraordinary circumstances”.

Last year, 1.120 inquiries were made to the APF in the railway sector, more than ever before. Of the 888 procedures in the railway sector completed in 2022, 98% ended with an agreement between the applicant and the transport company. This represents an extremely high success rate and underlines the competence and solution orientation of our team in the area of ​​passenger rights.

Most procedures in the railway sector in 2022 were on the subject of "ticket refunds". In particular, the exclusion of reimbursement for PDF purchase of ÖBB Sparschiene tickets was relevant in this segment. In addition, more and more cases of so-called downgrades, mostly in connection with canceled (night) trains, were registered.

The vast majority of the proceedings related to ÖBB-Personenverkehr with 95 percent, followed by Westbahn with around two percent. Of the 114.600 euros in monetary compensation in the railway sector, around 54 percent related to reimbursements.