apf annual report 2015: Over 337,000 euros in compensation achieved for passengers and travelers
from Armin Trojer
2,394 complaints filed - High success rate in arbitration procedure
In 2015, a total of 2,3941 people approached the apf with complaints. arbitration procedure were initiated in 1,212 cases. The largest proportion of these, 915 procedures, were in the air transport sector, followed by rail transport with 291 procedures, the bus sector with five procedures and the shipping sector with one procedure. "In 824 of the 939 proceedings concluded, apf was able to mediate between the parties concerned and the companies and reach a satisfactory solution. This means a success rate of around 88 percent. We are proud to be able to draw such a positive conclusion from the start of the Agency for Passenger Rights in 2015," says Maria-Theresia Röhsler, Head and arbitrator of the apf.
In total, apf obtained compensation for passengers and travelers in the amount of 337,405 euros. At over 316,000 euros, the largest share is attributable to air travel, followed by rail travel with around 21,000 euros.
In air traffic, arbitration procedure were initiated in 915 cases, 646 of which were concluded in 2015. The apf was able to achieve a positive outcome in 555 proceedings, which corresponds to a success rate of around 86%. At around 60%, the highest proportion of proceedings related to flight cancellations, followed by delays at around 30% and denied boarding at around 10%.
Complaint form and passenger rights available on the Internet
In the event of a dispute, travelers can submit their complaints quickly and easily via the apf web form. The apf then examines the facts and responsibility and initiates an arbitration procedure if necessary. This ensures that passenger rights are upheld and that transport companies meet their obligations. The web complaint form and comprehensive information on passenger rights are available on the apf website at www.passagier.at and www.apf.gv.at.
The Agency for Passenger Rights (apf) helps passengers to assert their rights free of charge and commission-free. In the event of a dispute with a rail, bus, ship or airline company, apf provides binding solutions and compensation.
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You can also find the entire apf annual report on our homepage at https://www.apf.gv.at/de/publikationen.html
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