About the apf
The Agency for Passenger Rights (apf) is the statutory arbitration and enforcement body for rail, bus, ship and air travel.
As part of its arbitration activity it is responsible for resolving passenger complaints by means of out-of-court dispute resolution and helps those affected to obtain their rights and compensation in the event of a dispute with the company.
In its function as an enforcement body, the apf checks compliance with the rights enshrined in EU regulations and national laws for passengers in the rail, bus, ship and air travel-sectors.
The Agency for Passenger Rights is a department within the Schienen-Control .
An arbitration request must always be submitted to the apf using the online form. If this is not possible, arbitration requests can be submitted by post:
Agency for Passenger Rights
Linke Wienzeile 4/1/6
A-1060 Vienna
Arbitrator of the apf
Pursuant to Section 10 para. 2 AStG, the following persons have been appointed as independent arbitrators:
Maria-Theresia Röhsler, LL.M., MBA is a lawyer, has been Managing Director of Schienen-Control since November 2011 and Head of apf since May 2015.
The appointment was made by the Federal Minister for Climate Action, Environment, Energy, Mobility, Innovation and Technology (BMK).
Norman Schadler is a lawyer and has been working for the apf and the arbitration body for train-travel since February 2007.
The appointment was made by the management of Schienen-Control GmbH.
The arbitrators are not bound by any directive in the performance of their duties, as their decisions are made impartially and independently. In the event of conflicts of interest, the other conciliator shall deal with the request for conciliation.
Travel Net
Travel-Net was founded in November 2017 and is intended to support the networking of national ADR entities (entities for out-of-court dispute resolution) and the exchange and dissemination of best practices and experiences in the field of travel in accordance with Art. 16 (2) of the Directive on Alternative Dispute Resolution in Consumer Matters. A total of 29 ADR entities from 19 countries are currently active members of Travel Net.
