Passenger Rights Statistics 2024
from Georg Loderbauer
The 2024 Passenger Rights Report shows that Austria's rail market is growing—and with it, passenger expectations. A total of 348.7 million people used the railways, 298.1 million of them using ÖBB-Personenverkehr.
At the same time, complaints rose sharply in some cases. This is particularly evident at ÖBB-PV: from 2020 to 2024, the number of complaints doubled to over 191,000 cases – due to rising passenger numbers, digitalization, and challenges in international transport.
Westbahn also recorded a massive increase in complaints, partly due to service expansions and weather-related disruptions.
ÖBB-PV reached a new high in 2024 in terms of compensation for delays: over 230,000 cases resulted in more than €9 million in payouts.
Westbahn reported just under 6,000 cases and around €182,000 in compensation.
Reimbursement of costs and accommodation also played a greater role—especially after extreme weather conditions and route closures. In 2024, ÖBB-PV reimbursed just under 1.3 million euros for hotel stays and over 235,000 euros for alternative means of transport such as taxis.
The report shows that passenger rights are being requested more frequently and used digitally.
Here you can find the Passenger Rights Report 2024.