Passenger Rights in Case of Overcrowded Trains - What Are Passengers Entitled To?

April 30, 2026, 5:29 p.m. from Georg Loderbauer

A recent incident at the Vienna-Meidling train station clearly illustrates the challenges that overcrowded trains can pose for passengers and rail companies.

According to media reports, an ÖBB Railjet had to be stopped on Thursday afternoon because “safe travel could not be guaranteed.” Passengers were subsequently asked to leave the train, with the assistance of the police. The train was able to continue its journey only after a delay of about an hour.

Such situations are particularly challenging for both passengers and the railway company on busy travel days.

Overcrowded Trains and Train Evacuations: What Are Your Rights?

If a train is evacuated due to overcrowding or if passengers are unable to continue their journey as planned, passenger rights apply.
A so-called “train evacuation”—as in the case described—is treated legally in much the same way as a train cancellation or a significant delay.

Specifically, passengers have the following options:

Continuation of travel (for single-trip or Klimaticket): Passengers are entitled to continue their journey to their destination free of charge under comparable conditions, such as on a later train.
Refund (for single tickets):
- If the flight is delayed by 60 minutes or more upon arrival: 25% of the ticket price
- For delays of 120 minutes or more: 50% of the ticket price
Support services: In the event of long wait times, meals and refreshments should be provided, if available.

If the trip is interrupted

If, as a result of overcrowding, you are unable to catch connecting trains or continue your journey, you are entitled to additional compensation:

Arrangement and coverage of costs for alternative transportation (e.g., a taxi if the last connecting train is missed)
If necessary, provide hotel accommodations

These services are particularly relevant when it is not reasonably possible to continue the journey on the same day.

Do businesses have to accept gift cards?

In the case described, affected passengers were offered vouchers. While such offers may constitute a voluntary gesture of goodwill on the part of the railway company, they do not automatically replace legal entitlements. Passengers should therefore check whether they are entitled to additional rights—such as compensation or continued transportation.

Seat reservations are recommended but not required

In light of this incident, ÖBB has urged passengers to reserve seats on busy travel days.
In fact, making a reservation—especially during peak travel times—can increase the likelihood of being able to start your journey as scheduled and, in the event of denied boarding, serves as proof of booking—particularly for passengers Klimaticket with Klimaticket .

Even without a reservation, you are generally entitled to travel if you have a valid ticket—but only as long as safety on the train can be ensured.