Passenger rights and passenger rights audits 2024

Rail audit: City Airport Train

As every year, the apf conducts personal audits of railroad companies, transport associations and infrastructure operators as part of its monitoring of fare and transport conditions. This involves checking the availability of information on passenger rights at stations and on trains. The results of the audit are discussed in subsequent meetings with company employees and any necessary changes are discussed.

The audited companies then draw up suggestions for improvement, which are ultimately implemented in consultation with the apf. The apf is available to the companies to answer questions, such as whether tariff provisions are in line with passenger rights. The apf then checks the implementation.

The City Airport Train (CAT) company was audited in 2024. In addition, outstanding issues from the previous year were clarified with the companies (WESTbahn and Verkehrsverbund Ost-Region). As part of the audit, random samples of trains and both stations of the railroad company were checked for compliance with the legal provisions.

Examples of the findings of the apf and their settlement by the CAT:

• Publication of a summary of the most important fare regulations both on the trains and in the stations.
• Improve information on trains about delays and about complaints to the CAT complaints office and the apf.
• Updating the website, e.g. with regard to information on punctuality levels and links.
• Renewed training of CAT staff regarding information about the apf as an arbitration body.

Flight audit: Graz Airport

As the National Enforcement Body, the apf is authorized to check compliance with the requirements of the Passenger Rights Regulation and the PRM Passenger Rights Regulation.
For this purpose, air carriers and civil aerodrome operators must provide all necessary information and grant access to their premises to the extent necessary for the inspection.

In 2024, apf carried out an audit of Graz Airport to check compliance with the PRM Passenger Rights Regulation and the obligation to inform passengers about their rights under the Passenger Rights Regulation. This was carried out by answering a questionnaire and an on-site inspection, during which the typical routes taken by persons with reduced mobility (PRMs) on departure and arrival at the airport were examined in particular: starting from the platform via the check-in counters including baggage drop-off counters, the "meeting point" for PRMs who use an escort service, via the security checkpoint, the route to the gate and then to the aircraft, as well as the routes from the aircraft via the baggage reclaim hall back to the platform.

The apf gained the impression that Graz Airport makes an effort to address the special needs of PRMs and thus ensures that the rights of PRMs are safeguarded.
However, there is room for improvement with regard to the information obligations of air carriers, which is why the apf called for the identified deficiencies to be rectified immediately.