apf annual report 2024: apf recovers 2.45 million euros for travelers

Arbitration board helps free of charge and commission-free

The Agency for Passenger Rights (apf) stands up for passengers traveling by train, bus, ship and air. As part of out-of-court arbitration procedure , apf helps travelers to obtain their rights free of charge and commission.

"apf has been working tirelessly for ten years to ensure that travelers' rights are respected. Thanks to our many years of experience in dealing with companies and the expertise of our experts, we find solutions quickly and unbureaucratically in the interests of passenger rights," says Maria-Theresia Röhsler, Head of apf.

"The rights of passengers are a top priority for me. As the responsible minister, it is important to me that the apf is a strong, independent body that provides rapid, free and unbureaucratic assistance when companies fail to meet their responsibilities. This is how we strengthen fairness and trust in the Austrian transport system," says Mobility Minister Peter Hanke.

Overview of figures 2024

In 2024, apf was able to obtain a total of 2.45 million euros in compensation, compensation payments and refunds for travelers in more than 5,300 completed arbitration procedure . The largest share, amounting to 2.3 million euros, is attributable to the aviation sector. On average, this means an amount of 458 euros per case for passengers and air travelers.

In 2024, a total of 7,333 written requests for arbitration were received by the apf. From these applications, 5,436 arbitration procedure were ultimately opened and 5,334 concluded. Proceedings at the apf take an average of 40 days from the time contact is made via the online arbitration form to conclusion.

The average response time for initial feedback to applicants was again around one day in 2024 (2023: one day). Despite the high number of applications, apf was able to slightly improve the response time.

APF records in 2024

Compared to the record year 2023, the number of arbitration requests rose again by 10 percent. New highs were recorded in both the air and rail sectors. 5,850 applications in the flight sector and 1,412 in the rail sector ensured lively activity at apf in 2024. The records in the rail and air sectors were due, among other things, to difficulties in making the planned compensation payments and care services. In addition, airlines increasingly cited "extraordinary circumstances" as a reason for delays and flight cancellations, which are examined individually by the apf in the proceedings. Ryanair in particular saw an increase in complaints in the summer. In the rail sector, the apf frequently dealt with problems relating to canceling or purchasing online tickets, penalty payments, service reductions on night trains and breaches of deadlines by rail companies when processing complaints.

With which companies were proceedings conducted

In 2024, Austrian Airlines (1,200) was the most frequently flown airline in Austria - followed by Ryanair (1,100), ÖBB Personenverkehr AG as the market leader in rail transport (1,000), WizzAir (500) and Air Dolomiti (200). Ryanair's share of the total number of complaints in the flight sector has more than doubled following the large number of complaints from summer 2024.  

The complete annual report of the apf is available in the archive at and also contains data on procedures for bus and ship transportation.