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Your right to compensation

Have you suffered a delay or cancellation? Did the transport company fail to keep you informed throughout the event? The apf is here to help in cases where you have been unable to reach an agreement with a railway company, coach/bus untertaking, waterborne transport operator or airline.

Railway
  • Missed your connecting train?
  • Train delayed by 60 minutes or more?
  • No refund?
  • Received a fine?

Mon-Fri (except public holidays)
10:00 - 12:00 CET

+43 1 5050 707 710

Submit a request
Bus/Coach
  • Bus more than 120 minutes late?
  • Insufficiently informed?
  • Luggage damaged or lost?
  • Received a fine?

Mon-Fri (except public holidays)
10:00 - 12:00 CET

+43 1 5050 707 720

Submit a request
Waterborne Transport
  • Ship delayed by more than 60 minutes?
  • Ship cancelled?
  • Reduced quality of travel?
  • Ticket paid twice?

Mon-Fri (except public holidays)
10:00 - 12:00 CET

+43 1 5050 707 730

Submit a request
Air Travel/Flights
  • Flight canceled?
  • Flight delayed by 3 hours or more?
  • No information received?
  • Lost or damaged luggage?

Mon-Fri (except public holidays)
10:00 - 12:00 CET

+43 1 5050 707 740

Submit a request
At a glance
Flight cancellation

What may I receive if my flight is cancelled?

  • Compensation payment of up to 600 Euros
  • Refund of the ticket price
  • Alternative transportation
  • Support services
learn more
Flight delay

delayed flight?

  • Compensation payment of up to 600 Euros if delayed for 3 hrs or more
  • Assistance in cases where the departure is delayed for 2 hrs or more
  • Snacks and refreshments
  • Hotel accommodation and transfers
learn more
Flight baggage problems

When can the apf help with luggage problems?

  • Companies with a branch office in Austria
  • Baggage delay
  • Lost Baggage
  • Compensation for damaged baggage
learn more
Train-ticket refunds and cancellation

What are passengers entitled to?

  • Reimbursement for single-use tickets
  • Refund of tickets printed as pdf
  • Reimbursement of discount tickets (e.g. "Sparschiene")
  • Partial cancellations
learn more
Downgrading in Train travels

Not transported in the booked class?

  • Downgrade in night train services
  • Sleeping or couchette carriages not availabe
  • Reimbursement of the difference of price
  • Deficiencies and unmet quality standards during the train journey
learn more
WHERE WE CAN HELP

Our customers are delighted!

Had the misfortune to have our flight canceled, and reached out to APF for mediation in compensation (after being declined compensation by the airline!). The process was clear and fast, the feedback prompt and courteous. Don`t waste money on agencies offering airline compensation for a fee, APF doesn`t deduct anything for their service, so you receive the full amount offered by the airline.
J.

The airline had denied me boarding because I had a life jacket in my checked baggage - which was allowed at the time (!) according to the website. After the airline refused to reimburse me for the costs incurred for a new flight ticket, I found out about APF.

Thanks to APF, I now not only get the costs reimbursed, but also compensation - you need a little patience, but the service is correct, reliable, surprisingly unbureaucratic and above all helpful.

THANK YOU!

I.

Many thanks to APF,
I received the compensation I was entitled to for a flight delay of 17 hours within a month, although Etihad had not responded to my previous complaint.
I only filled out the detailed questionnaire, that was my service 😁,
APF did the rest in the background!
Nice that they exist!

U.

Many thanks to apf.gv.at for their competent and committed support.

It is reassuring to know that there is an independent institution like apf.gv.at that helps consumers in difficult situations free of charge.

Your work deserves the highest recognition - thank you again!

O.

Our flight from Vienna to Madrid was delayed by more than 5 hours. With little hope of compensation, we first contacted the travel agency where we had booked the trip. Without a considerable commission, they did nothing at all.
After a tip, I became aware of "apf".

I can only say that they are competent, friendly, commission-free and successful, even though we had already received a negative response from the airline.

Hats off and THANK YOU to the APF team.


We were reimbursed in full for the compensation to which we were entitled and for the food we consumed while waiting at the airport.

R.

Due to an almost one-day delay on my return flight, I applied to the airline for compensation. This request was rejected by the airline, with the reason
"Compensation is not provided for in this case, as the reason was beyond the airline's control. Your flight had to be postponed due to bad weather or a thunderstorm".


As this did not correspond to the facts, I contacted "Agency for Passenger Rights"!

All the employees were very friendly, uncomplicated and obtained a compensation payment of 250 euros each for me and my wife!


Thank you very much for your efforts and the pleasing result! I hope that I can turn to apf again in a similar case!

Best wishes and continued success!

W.

Absolutely satisfied!
ÖBB caused me problems and gave me a fine because of an app error. They replied after a few days/weeks and insisted that the rejection is their final word and the case is closed.

I thencontacted the Agency for Passenger Rights , sent all emails, all screenshots, evidence, explanations, ...

Within a few hours I was replied to, asked more questions about the case, then ÖBB was contacted.

Not even 24 hours later: the case was argued, I was offered a solution & compensation!!!

Absolutely outstanding work, I am very grateful and satisfied! This is perhaps the most detailed and respectful public service organization I have ever written to. Everything was explained to me, every step told, updates always given. Thank you so much

Y.

The team dealt with the matter exceptionally well and professionally. I can only recommend them to anyone.

Many thanks again

F.

My flight was delayed 3 hours, then canceled completely. The Airline paid direct costs but refused to pay compensation under EU 261/2004, claiming extraordinary circumstances despite everything pointing to the Airline's direct responsibility for the cancellation. After giving up and letting the matter rest for more than a year, I decided to give APF a shot. They resolved the issue in a matter of days. Thank you, APF team for working on my case :)

M.
0

Requests for arbitration were submitted to the apf in 2023

0

euros were obtained for travelers in 2023

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