Roadworks at the "Deutsches Eck" cause delays and cancellations on the train - What are passengers' rights?

(Kufstein/Salzburg/Vienna) The Agency for Passenger Rights is observing increased construction activity on the German rail corridor between Salzburg and Kufstein and Salzburg and Munich in March and April. This may result in considerable delays to long-distance rail services.

The infrastructure operator of the German rail network (DB Netz AG) had already announced its intention to renovate the railroad line in the "German corner" at the beginning of the year. Traffic on the corridor route is to be completely shut down over several weekends in March and April. This also includes traditionally busy weekends, such as around Easter (April 9, 2023). For rail traffic between western and eastern Austria, this means that trains will be partially rerouted from Salzburg via Zell am See to Tyrol and Vorarlberg or that rail connections between Salzburg and Munich, for example, will be canceled.

The railroad companies in Austria are making every effort to keep delays to a minimum. For example, ÖBB Personenverkehr AG has prepared additional trains between Salzburg and Vienna and between Feldkirch and Innsbruck in addition to a rail replacement service. Despite these measures, delays and train cancellations are to be expected on the weekends in March and April.

In the event of delays or train cancellations, passengers are entitled to compensation, reimbursement or other entitlements (meals, accommodation) on the basis of EU passenger rights.

Please note: However, only delays based on the new changed journey times count for the assertion of the various passenger rights.

Only the original shorter journey times are used for claims for compensation for delays, provided that the tickets were purchased before the delay was reported.

Ticket refund or compensation for delay:

One-way ticket:

Passengers will be refunded 25 percent of the ticket price if they arrive 60 minutes or more late at their destination.

From a delay of 120 minutes at the destination, passengers are entitled to 50 percent of the ticket price as compensation.

In the event of a train cancellation, you are entitled, among other things, to reimbursement of the ticket price in the event of cancellation or alternative transportation under comparable conditions.

You can find a more detailed list at:
https://www.apf.gv.at/de/puenktlichkeit-entschaedigung-bahn-apf.html

Klimaticket:

Passengers in possession of a climate ticket are not compensated for individual journeys. In this case, an Austria-wide punctuality rate of 93% for Klimaticket Austria or 95% for the regional Climate Tickets within a month of validity of the Climate Ticket is used. After expiry of the validity period of the Climate Ticket and after registration on the ÖBB Passenger Transport website at https://servv.oebb.at/Fahrgastrechte/, a flat-rate compensation will be paid if the punctuality level has not been met for at least one month.

More information is available on the apf website: https://www.apf.gv.at/de/puenktlichkeit-jahreskarten.html

Further claims:

• Free snacks or drinks for delays of more than 60 minutes
• Hotel or cab in the event of train failure, delays of more than 60 minutes or missing the last connection. We generally recommend that you contact the relevant company in advance.

We ask passengers to plan ahead and the railroad companies to show goodwill during this spring of roadworks in the Deutsches Eck. This will make it possible to make climate-friendly journeys even during difficult construction site phases.

Those affected can contact the respective customer support of the rail company. If no agreement can be reached with the company or if the rail company does not respond to the complaint within one month, those affected can contact the apf arbitration board. This is free of charge, commission-free and works quickly to find a solution with the rail company.