Rail companies and station operators are obliged under EU law to ensure and improve the best possible accessibility for people with reduced mobility, particularly by improving their infrastructure.
In addition, the Federal Disability Equality Act (BGStG) requires that public transportation must be accessible without barriers.
In principle, rail companies must transport people with disabilities or reduced mobility. They have the right to receive free assistance on the train and at stations with staff (e.g. when boarding, alighting and changing trains, etc.).
Assistance is not guaranteed at stations without staff.
Information on the accessibility of stations, stops and trains can be obtained from the rail-companies, the company operating the station or your travel agency. No proof is required to claim assistance.
Carriage may only be refused by the company in exceptional cases. In this case, the company is obliged to declare its refusal in writing within five working days, stating the reasons.
apf therefore recommends that you enquire before starting your journey whether the relevant assistance is available at the desired departure and destination stations or what alternatives can be offered.
Information on the accessibility of stations, stops and trains can be obtained from the rail-companies, the company operating the station or your travel agency. No proof is required to claim assistance.
Information on the accessibility of stations, stops and trains can be obtained from the railroad companies, the station operating company or your travel agency. No proof of handicap is required to claim assistance-services.
Persons with reduced mobility are entitled to tickets with no extra charge. Some rail companies offer discounted tickets for passengers with a certain degree of disability or who present a disability pass (e.g. ÖBB-Personenverkehr for passengers with a degree of disability of at least 70 percent). However, there is no legal obligation for companies to offer discounted tickets.
If there is no ticket counter or handicapped-accessible ticket machine at the departure station or no other barrier-free option to purchase a ticket in advance, tickets can be purchased on the train at no extra charge.
Companies may restrict or deny this right for reasonable security reasons or if reservations are required.
Rail companies are obliged to transport the necessary mobility aids as well as guide dogs and service dogs.
To ensure that passengers with disabilities or reduced mobility receive the best possible assistance, it is necessary to register the assistance they require 24 hours before departure and to arrive at the station in good time before departure (maximum 60 minutes and at least 30 minutes before the scheduled departure time).
Some railroad companies offer shorter registration times. You can find more information about the mobility service of ÖBB-Personenverkehr at https://www.oebb.at/de/reiseplanung-services/barrierefrei-reisen/mobilitaetsservice or by phone at +43 (0)5 1717 5, at WESTbahn at https://westbahn.at/fragen-antworten/faq/zusatzleistungen/ or by phone at +43 1 899 00.
Here you will find all contact details of the railroad companies in Austria.
Central contact points of railroad companies and station operators are obliged to accept requests for assistance at stations and to forward individual requests for assistance to station operators and/or train-operators.
A single message for each journey is sufficient. Such reports are forwarded to all railroad companies and station operators involved in the transportation of the person. Irrespective of this, the apf recommends that all companies involved provide the journey details (timetable and stations at which assistance is required). For example, in the case of journeys consisting of several sections served by different companies.
Even if no registration is made, the companies are obliged to provide the best possible support.
If wheelchairs, rollators, walking aids, assistance dogs or other mobility aids are damaged or injured, the company is liable for the loss, damage or injury and must pay compensation. This applies if the damage was caused by the railroad company or station operator.
Compensation includes the costs of replacing or repairing the damaged mobility aid or the treatment or replacement costs of the assistance dog.
The company must make every reasonable effort to provide an immediately required (temporary) replacement for damaged mobility aids or injured assistance dogs.
The maximum amount set for local and regional transport is 100 euros per person for an overnight stay in a hotel and 65 euros per person for a cab ride.
For persons with disabilities and persons with reduced mobility, additional necessary costs that exceed the maximum amounts of compensation must be reimbursed.
The apf generally recommends contacting the railroad company before incurring expenses.
In cases involving possible discrimination within the meaning of the Federal Disability Equality Act, the apf recommends contacting the Social Ministry Service(https:/www.sozialministeriumservice.at/Unternehmen/Gleichstellung/Schlichtung/Schlichtung.de.html). An arbitration board has also been set up there, which should be called upon as a preliminary stage to any legal proceedings.
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