Rail & air: Winter, snow and flight/train cancellations

What can I do to avoid problems as far as possible?

Especially in winter weather and snowfall, passengers should also inform themselves proactively, promptly and continuously about disruptions via all available channels (e.g. website, telephone hotline or on site with company employees).

Various companies also offer special services in the event of disruptions, such as push services for changes, either by e-mail or cell phone.

What should I do first if problems actually arise before or at the start of my trip?

It is important to contact the company concerned for support before taking action yourself. Only if the company is unable to offer support should passengers take action themselves. For the reimbursement of additional costs in the event of additional expenses, it is essential to ensure that these remain within reasonable limits and that the receipts or invoices are kept as proof.

How do I proceed if the trip did not actually take place as planned?

In the first step, the claim must be submitted in writing directly to the company concerned. The apf has provided sample letters for the aviation sector, which can be downloaded at www.passagier.at.

If the company does not respond adequately within a reasonable period of time (flight: six weeks, train/bus/ship: four weeks) or does not respond at all after the claim has been submitted, you can submit a claim to apf online via www.passagier.at at arbitration request .

What specific problems can the apf help with?

• Compensation and refunds for delays
• Compensation and refunds for canceled trips or flights
• Compensation for denied boarding
• lack of support or assistance (reimbursement of ticket costs and substitute transportation or meals, accommodation, transportation)
• inadequate or missing information about travel and passenger rights and
• Failure to respect the rights of people with reduced mobility, e.g. in the absence of assistance.

In rail transport, apf also mediates in the event of problems such as incorrect ticket bookings, fines (e.g. for missing tickets), refunds of (e.g. unused) tickets and damaged or lost luggage.

In addition, apf helps with air travel problems relating to refunds in the event of downgrading to a lower class than originally booked (e.g. from Business Class to Economy Class).

What does the apf service cost passengers?

The best thing about it: apf's service is always free of charge and commission-free for passengers - regardless of the outcome of the conciliation procedure. In concrete terms, this means that the entire amount obtained in the conciliation procedure is paid out to the passengers - without deduction.

And if I still have questions?

The apf experts can also be reached by phone from Monday to Friday from 10 am to 12 noon:
Train: +43 1 5050707 - 710
Bus: +43 1 5050707 - 720
Ship: +43 1 5050707 - 730
Flight: +43 1 5050707 - 740