apf - 10 years of commitment to passenger rights

For ten years now, the Agency for Passenger Rights (apf) advocates for the rights of travelers free of charge and without commission. As a service of the Federal Ministry of Mobility, it is a neutral point of contact for those affected and, with its decisions, relieves the burden on the courts. We look back on an impressive track record in the air and rail transport sectors and highlight milestones in the agency's history.

"If you want to protect your passenger rights, you've come to the right place. We support those affected with our experience, independence and our free service - quickly, transparently and always in the interests of a fair solution," says Maria-Teresia Röhsler, Head of apf.

Flight record: over 27,000 proceedings opened in ten years

In the last ten years, air travelers have made use of the free arbitration service offered by the apf in more than 27,000 cases. In the very first year after it began its work on May 1, 2015, the arbitration board recorded around 900 arbitration procedure. Since then, the number of applications has risen continuously over the years - thanks to the positive experiences of applicants and media coverage of the free services provided by the apf.

2024 marked the high point so far with around 4,300 cases opened - a massive IT outage at several airlines tested not only the patience of travelers, but also the resources of the airlines' customer service departments.

On average, the apf has dealt with around 4,100 arbitration requests per year since it was founded and has conducted around 2,700 proceedings with companies in the flight sector - on issues such as cancellations, delays, alleged extraordinary circumstances, overbooking, baggage loss, denied boarding and the reimbursement of costs for alternative transportation and assistance services (meals, hotel costs, cabs, etc.).

Railroad balance sheet: more than 6,000 proceedings opened - and rising

The high number of proceedings in rail transport also testifies to the achievements and growing importance of apf. In the past ten years, more than 8,500 requests for arbitration have been submitted, resulting in over 6,300 arbitration procedure .

2024 was also a record year in the rail sector. The apf dealt particularly frequently with unclear provisions relating to PDF ticket cancelations, service reductions and delays in night train services. This is followed by inquiries about compensation for delays, which, in contrast to the flight sector, make up a smaller proportion of the cases handled by the apf. The rail companies still have some catching up to do when it comes to cancellation conditions and assistance and support services in the event of delays and train cancellations.

Why the apf is needed - now and in the future

The increasing number of arbitration requests and procedures show that apf is a reliable partner for travelers. Thanks to the free and commission-free services, those affected by delays, cancellations and many other travel problems receive the full amounts back from the companies when they are due. With its services, it saves companies expensive and lengthy legal proceedings. Thanks to its many years of experience, apf handles the proceedings efficiently and quickly.