Problems with seat reservations in the online booking system

The passenger booked two tickets online for the journey from Bologna Centrale to Vienna - one ticket for himself and one ticket for his underage daughter. Only after he printed out the tickets did he see that the two reserved seats were not next to each other. After several unsuccessful telephone calls to the railroad company, the complainant contacted apf, which was informed by the company that there had been an error in the online booking system. As the tickets had already been printed out, it was no longer possible to cancel them. However, as there were enough free seats available during the check, even next to each other, the train crew was informed that the passengers were to be allocated seats next to each other at the start of the journey. This agreement was again confirmed to the passenger in writing and he was able to start the journey without any problems.

If something like this happens to you, the apf recommends the following:

• Always check the tickets immediately after purchase. ÖBB-Personenverkehr allows you to cancel your ticket purchase free of charge within 3 minutes (UNDO function).
• Obtain (print out or collect from the ticket office or ticket machine) the online tickets as late as possible in order to maintain any claims.
• In the event of problems, always contact the company in question in writing, as this makes it easier to resolve problems and to provide written proof of what has been agreed.

We have compiled all passenger rights for you on the apf homepage. Find out more here...