APF summer balance sheet 2025

The summer vacations are still going on, but the peak travel season is coming to an end. The Agency for Passenger Rights (apf) has compiled an internal summer evaluation.

Since July 1, more than 1,000 requests for arbitration have been received - a remarkable figure, as there are time limits of several weeks in both air and rail transport during which companies can initially process complaints themselves. Only when claims are rejected or there is no response do travelers turn directly to the apf.

Two airlines accounted for around half of all conciliation cases this summer: Austrian Airlines (24%) and Ryanair (23%).

At Austrian Airlines, the main focus was on flight cancellations. An example of this is the case of a canceled flight from Switzerland to Austria. As the alternative connections offered arrived too late, the passengers concerned decided to take the night train back. The question of reimbursement of travel costs is now being clarified by apf with the airline.

At Ryanair, on the other hand, delays dominated the complaints picture: 73 percent of inquiries relating to the airline were made for this reason.

ÖBB Personenverkehr AG took third place in the complaints ranking. Here, problems with ticket refunds in particular led to arbitration procedure - for example in the case of accidental double bookings or incorrect travel days. There were also an increasing number of disputes regarding additional fare claims, for example when a ticket was forgotten or only purchased on the train.

Anyone affected by cancellations, delays or problems with tickets should know their rights:

Passenger rights (in accordance with EU Regulation 261/2004)

Delays of 3 hours or more: Entitlement to compensation payments of 250 to 600 euros - depending on the flight distance.
Cancellation: Entitlement to reimbursement of the ticket price or alternative transportation and, if applicable, additional compensation.
Care services: In the event of longer waiting times, entitlement to meals, drinks, hotel accommodation and transportation if applicable.
Exceptions: No entitlement in the event of "extraordinary circumstances" (e.g. severe weather or political unrest).

Passenger rights in rail transport (EU Regulation 1371/2007)

Delay of 60 minutes or more: Entitlement to 25% of the fare as compensation.
Delay of 120 minutes or more: Entitlement to 50% of the fare.
Onward journey: Entitlement to onward transportation to the destination - under comparable conditions.
Additional fare claims: Only permitted in certain cases, e.g. if a ticket cannot be presented.

Tip: Those affected should keep all documents (tickets, receipts, communication with the airline or train) and initially assert claims directly with the company. If the company does not respond in time or refuses, the apf is available free of charge as an independent arbitration body.