ÖBB reservation failure: rights of those affected
from Georg Loderbauer
Since Sunday afternoon, ÖBB has been struggling with massive disruptions in the reservation system - with serious consequences for many travelers. Multiple seat assignments, overcrowded trains and chaotic scenes on the platforms were the order of the day. ÖBB spokesman Herbert Hofer confirmed to Ö3 that passengers had to stay behind on platforms because seats had been allocated twice. The causes of the system failure are still unclear, the repair of the system is ongoing.
While reservations for national daytime services have been possible again since Monday afternoon, reservations for international daytime services and night trains are likely to remain restricted. In the meantime, the question for many affected passengers is: What rights do I have now?
1. trip could not be started (e.g. due to overcrowding)
If you were unable to start your journey due to the failure of the reservation system, you are entitled to compensation under EU passenger law:
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Reimbursement of the full ticket price (even for non-cancelable tickets),
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Free return journey to the departure station if part of the route has already been covered or a connection could no longer be made.
2nd journey started, but not on the train originally booked
If you had to continue your journey on a different train than planned, you have the following rights:
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Extension of the validity of the ticket, possibly also recognition in a higher-priced train class (e.g. Railjet instead of regional train),
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Use of another train or bus company for delays of more than 100 minutes - including reimbursement of costs for alternative tickets,
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Compensation for delays at the destination:
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from 60 minutes: Refund of 25% of the ticket price,
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from 120 minutes: Refund of 50% of the ticket price.
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3. seat reservation could not be used
If your seat reservation could not be redeemed even though you used the booked train (e.g. because you happened to be sitting in an empty seat), the following applies:
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You are entitled to reimbursement of the reservation costs.
How to assert your claims
Your claims for compensation or reimbursement must be submitted directly to ÖBB - preferably using the online form at:
ÖBB has one month to respond to your claim or make a payment.
Important: If you do not receive a response within one month or your claim is rejected, contact the Agency for Passenger Rights (apf) free of charge.