Flight: Traveling in times of the COVID pandemic: apf gives travelers tips

"We keep getting calls and requests for arbitration regarding denied boarding due to inadequate travel documents. If there is any doubt, apf can check whether the denied boarding was unjustified," says Maria-Theresia Röhsler, Head of Agency for Passenger Rights (apf).

Tips from apf for air travelers

• Find out exactly what the current entry regulations and requirements are on the official websites of the authorities in the country of departure and destination. Check again shortly before your trip, as regulations can often change at short notice.
• When filling out entry forms, make sure that all information is correct.
• Consider which tests are accepted and in which language a confirmation must be available.
• Find out exactly how long ago a test result may have been taken, as the validity can vary from country to country. Make sure that the test does not expire shortly before departure or during the flight.
• You should also find out about the applicable transportation regulations and requirements of the specific airline (documents, mask requirement, etc.).
• Arrive at the airport early enough, as there may currently be longer waiting times due to the checking of entry requirements and security regulations.
• Also find out exactly what the requirements are for the return journey. Make sure that you are actually flying with the same airline and what the regulations are for leaving and entering Austria.

What rights apply in the event of denied boarding

In the event of unjustified denied boarding against their will (e.g. overbooking or the necessary entry documents were presented), passengers generally have the right to

• compensation (between 250 and 600 euros depending on the flight distance) and
• Support and care services (choice between alternative transportation or cancellation of the flight or return flight to the first point of departure at the earliest possible time; care services such as meals, communication options and hotel accommodation, if necessary).

However, these claims only apply if there are no justifiable reasons for denied boarding. Justifiable reasons include, for example, health, general or operational safety or inadequate travel documents.

What do you do if you were unjustifiably denied boarding?

The first step is for passengers to submit their claim in writing to the airline concerned. The apf has provided sample letters for this purpose on its website. arbitration request If the company does not respond adequately or at all within six weeks of the claim being submitted, apf can be contacted online at www.passagier.at.

→ apf's service is always free of charge and commission-free for passengers, regardless of the outcome of the procedure.