apf annual report 2023: apf recovers 2.5 million euros for travelers
Arbitration board helps free of charge and commission-free
The Agency for Passenger Rights (apf) stands up for travelers in rail, long-distance bus, liner and air transport. Within the framework of out-of-court arbitration procedure , apf helps travelers obtain their rights free of charge and commission.
In 2023, apf was able to obtain a total of 2.5 million euros in compensation, compensation payments and refunds for travelers in more than 5,200 completed arbitration procedure . The largest share, amounting to 2.3 million euros, is attributable to the aviation sector. On average, this means a payment of 472 euros per case for passengers and air travelers.
"Depending on the flight distance, air travelers are entitled to compensation for long delays and flight cancellations. Travelers often had to pay for alternative transport themselves and were not provided with sufficient meals and hotel accommodation by the airlines. In the rail sector, apf was increasingly confronted with cancellations of incorrectly booked tickets, unjustified penalty payments and compensation claims for reduced services on night trains," summarizes Maria-Theresia Röhsler, Head of apf. "My thanks go to the dedicated apf team. Never before have more procedures been completed in a calendar year - sometimes at great expense. This is particularly great when an airline claims an "extraordinary circumstance". We are particularly pleased to be able to offer this service completely free of charge and commission-free for all travelers to, from and within Austria."
Overview of figures apf 2023
In 2023, a total of 6,610 written requests for arbitration were received by the apf. From these applications, 4,878 arbitration procedure were ultimately opened. On average, the apf opens thirteen arbitration procedure per day. A procedure at the apf takes an average of 52 days from contact via the online arbitration form to conclusion.
In 2023, apf recorded a total of 5,267 completed arbitration procedure, with 4,248 in the air sector, 978 in the rail sector and 31 in the bus sector.
New record number of applications and procedures at the railroad
Last year, 1,307 rail-related requests were submitted to the apf, more than ever before. Of the 978 rail-related proceedings concluded in 2023, 96% ended with an agreement between the applicant and the transport company. This once again represents an extremely high success rate and underlines the expertise and problem-solving skills of our team in the area of passenger rights. Most of the proceedings in the rail sector in 2023 related to ticket refunds. These included many proceedings concerning the exclusion of refunds for PDF purchases of ÖBB tickets. In addition, more cases of downgrading were registered, mostly in connection with night train services.
At 95 percent, the vast majority of procedures related to ÖBB-Personenverkehr, followed by WESTbahn with around two percent and One Mobility GmbHKlimaTicket) with one percent.
Record revenue in the flight sector in 2023
The majority of proceedings were conducted in the 2023 flight sector due to cancellations. More than half of the cases submitted to the apf related to this issue. Delays were the second most common reason for arbitration procedure at 38%. In 2023, the apf team in the flight sector also recorded an increase in cases of early departure and alleged extraordinary circumstances, which had to be proven in the proceedings.
Only four percent of proceedings in the flight sector had to be closed due to a lack of agreement. In 79 percent of cases, the airlines provided services to the passengers. The remaining cases were closed due to "exceptional circumstances", for example.
The full apf annual report is available at https://www.apf.gv.at/de/publikationen.html and also contains data on bus and ship procedures.
www.passagier.at - Send arbitration request to the apf using the online form
Requests for arbitration must always be submitted to the apf in writing so that all necessary documents are available and contact can be made with the company quickly. The onlinearbitration request is available at www.passagier.at. The apf is also available to passengers and air passengers for queries by telephone on +43 1 5050707-710 (train), - 720 (long-distance bus), - 730 (ship)[nbsp] and -740 (flight).