Is there a right to a refund for tickets and reservations?

If passengers do not travel at their own request, they are generally entitled to a refund for one-way tickets.
This must be requested before the first day of validity of the ticket or the ticket must be returned before the first day of validity.

In the case of season tickets and group tickets, the right to a refund also applies during the period of validity and is prorated.
On the one hand for the period after which the ticket is no longer used, and on the other hand for the smaller group size.

The company can charge an appropriate processing fee for the return of the tickets.
In addition, companies can also stipulate certain requirements or exclusions for refunds, for example to combat fraud.

The payment or payment order for the refund by the company must be made within 30 days.
The refund must be claimed by the passenger within one year. The period begins on the day after the ticket expires. These obligations apply to rail companies and transport associations.

The statutory regulations are minimum obligations. Companies can offer more extensive reimbursement modalities. In addition, there are different regulations for standard tickets and ticket offers. Passengers should therefore contact the respective company to find out about the specific cancellation and refund conditions.

From January 1, 2025 at the latest, new legal provisions will apply to reimbursement for reservations:

Reservations that are cancelled up to 7 days before the day of validity must be cancelled free of charge. Thereafter, the company may charge up to 50 percent of the cost of the reservation as a fee.

How does the return of printed tickets work?

If the ticket is printed on security paper, it can be returned before the first day of validity at a ticket counter of the railroad company or by post.

Tickets are printed on security paper at a ticket counter or ticket machine.
The date of the postmark is decisive for returns by post.

In the event of withdrawal for personal reasons after the start of validity (e.g. for group tickets), confirmation of (partial) non-use from the train crew is helpful.
For example, if three instead of four people use a group ticket.

How do refunds work for online or PDF tickets?

Tickets purchased online can be obtained via various sales channels. For example, in a ticket store app or as a PDF document.

ÖBB-Personenverkehr PDF tickets are excluded from any refund as soon as they have been created. Tickets should therefore be downloaded/printed as PDFs as late as possible, or alternatively the ÖBB app should be used. By law, all one-way tickets can be refunded before the first day of validity. ÖBB-Personenverkehr refers to the exceptional provision that, for certain reasons (e.g. to prevent fraud), refunds for purchases via a specific sales channel (e.g. online) may be subject to compliance with special conditions (no purchase as a PDF).

Proof is helpful when refunding PDF tickets.

WESTbahn tickets can generally be cancelled up to 15 minutes after purchase or up to one day before the selected day of travel without deduction of a fee. WESTsuperpreis tickets are subject to a fee of 25% of the ticket price (but at least 4.99 euros).

The full cancellation conditions can be found on the websites of the rail companies, ticket vendor and transport associations.

What do passengers need to be aware of if discounted tickets are to be refunded?

ÖBB-Personenverkehr currently distinguishes between Sparschiene Austria and Sparschiene Komfort Austria for Sparschiene tickets for day trains.

Sparschiene tickets cannot be refunded as they are excluded by the tariff. From apf's point of view, this is legally disputed. Sparschiene Komfort tickets can be refunded free of charge up to 15 days before the first day of validity. Thereafter, up to one day before the first day of validity, a fee of 50% of the ticket price, but at least 15 euros, will be charged.

ÖBB Sparschiene tickets are only valid on the day of validity and on the booked train. This represents a connection with a specific train. An earlier or later train can only be used on local trains.

The WESTsuperpreis ticket from WESTbahn is also only valid on the booked train. With this type of ticket, it is also possible to use the ticket on other WESTbahn trains on the selected day of travel for an additional charge.

If passengers are unable to use their ticket due to a train cancellation or delay, the rail company must cancel the link to a specific train or refund the ticket if it is not used.

How does the refund process work at KlimaTicket Austria?

The KlimaTicket Austria can be terminated for cause at any time for certain reasons, namely:

• when moving abroad (by providing proof of the new address);
• in the event of illness over a period of at least three months (medical certificate)
• in the event of unemployment (proof of confirmation of unemployment)

No additional termination fee must be paid for extraordinary termination.

From the seventh month of validity, the KlimaTicket Austria can be cancelled in writing without giving reasons. In this case, an additional month-fare must be paid as a termination fee. In practice, this means that you have to pay for at least 8 months.

At ÖBB-Personenverkehr , these reimbursement modalities are also applied to the 1st class upgrade to KlimaTicket Österreich.

The right to a refund also applies to the regional ClimateTickets of the transport associations and to other annual tickets during the period of validity.
The company may charge a processing fee for the return of tickets.

What is the procedure for partial cancellations?

Unfortunately, only entire bookings can be cancelled in the ÖBB-Personenverkehr online ticket store or in the app.

To cancel parts of a booking, passengers must contact customer service:

• by telephone under 05-1717
• in the service center, or via the
• Contact form

How can travel dates be changed retrospectively?

Changes such as name, date or routing can be made by contacting ÖBB-Personenverkehr customer service on 05-1717 if the ticket can still be cancelled. Changes are restricted for tickets that cannot be cancelled or for tickets already downloaded/printed as a PDF.

Name changes are possible under certain conditions, provided the ticket has not yet been created as a PDF or collected from the ticket machine.
With the ÖBB-Sparschiene Österreich ticket, this right only applies within 24 hours of booking.

What information obligations do rail companies have?

Passengers must be informed about disruptions, delays and train cancellations as well as the expected effects appropriately and according to availability. Information must be provided via the available information channels. This includes the railroad company's website, the station, displays on the train, ticket counters, ticket machines, notices or monitors. Passengers must also be informed appropriately and in good time about any disruptions, such as delays or train cancellations.

The legal bases are Art. 17, 18 and 20 of Regulation (EU) 2021/782 and Section 2 (2), Section 8 and 20 EisbBFG.