Eurobarometer study shows Austria needs to catch up

A recently published Eurobarometer study sheds light on the awareness and experiences of EU citizens with regard to travel and air passenger rights. The data for Austria show in detail the use of means of transport, knowledge of the respective rights and experiences with travel disruptions.

Use of means of transportation

According to the study, 71% of Austrian respondents have used at least one mode of transport in the last 12 months, which is slightly below the EU average of 73%. Here are the detailed figures for Austria:

• Urban transportation (streetcars, buses, subways, etc.): 51 percent
• Rail transport: 35%
• Air traffic: 27%
• Bus travel (except local or municipal bus services): 10%
• Ship or ferry services: 5%

The study shows that travelers in Austria make above-average use of rail and air transport (rail: two percent above the EU average; air: five percent).

Compared to previous years, these figures show slight changes, with the use of air travel and coach travel in Austria declining in relative terms.

Every fourth passenger feels well informed

Awareness of passenger rights varies greatly depending on the mode of transport. In Austria, 28% of respondents stated that they were well informed about passenger rights in rail transport, while 25% stated this for air transport and 20% for bus travel. Only 10 percent felt well informed about rights in shipping, although this transport segment is not used much in Austria. These figures are lower than the EU-wide averages, indicating a general lack of information in Austria.

Sources of information on passenger rights

Respondents in Austria have seen information on passenger rights primarily in the following places (selection):

• Stations: 12 percent
• Airports: eight percent
• Trains: five percent
• Travel agencies or tour operators: 13 percent

Interestingly, 60 percent of Austrian respondents said they had never read, heard or seen information about passenger rights, a significant increase on previous years.

Experience with travel interruptions

A significant proportion of travelers in Austria experienced travel disruptions last year:

• Rail transport: 43 percent of travelers reported at least one disruption. The most common problems were departure delays of one to two hours (19 percent) and train cancellations (19 percent).
• Air travel: 36 percent of air travelers experienced disruptions, with departure delays of two hours or more being the most common (16 percent).
• Bus travel: 17 percent of travelers reported delays of more than 1.5 hours.

Complaints and reactions to travel disruptions

The reactions of Austrian respondents to serious travel disruptions, such as cancellations and delays, show that 58% do not file an official complaint. Of those who did, 39 percent turned to the transport company and 6 percent to national authorities. More than 20 percent of those affected turned to claim agencies and a further 18 to consumer protection associations. Ten percent submit a complaint to the national conciliation body (EU average: eight percent).

Further need for information in Austria

The Eurobarometer study shows that there is still a considerable need for information about passenger rights in Austria and that travelers are regularly confronted with interruptions.