• My train is more than 60 minutes late at the destination station.
• I’ve missed my connecting train.
• My train was cancelled altogether.
• My train had to be evacuated due to overcrowding.

What can I do?

• Cancel the onward journey, take the free return journey and apply to the railway company for a (pro-rata) refund of the fare. In this case, the railway company must refund the unused section of the journey, or the entire journey if the delay renders the journey pointless, free of charge.
• Continue the journey at the next opportunity, at no additional cost and under comparable conditions (as far as possible).
• Postpone the journey to a later date. In addition, the validity period of the tickets must be extended where necessary, or they must be made valid for alternative modes of transport (e.g. in the case of ÖBB’s train-specific SparSchiene tickets). Please note that this claim becomes time-barred one year after the expiry of the original ticket’s validity.
• If I have missed the last connecting train: Stay in a hotel or take a taxi. The maximum amount set for local and regional transport for a hotel stay is 100 euros per person and for a taxi journey 65 euros per person. These limits also apply to cross-border journeys, provided they are part of the regional transport network. It is generally advisable to contact the relevant railway company in advance.

Tip: Ask the railway company to issue you with confirmation of the delay or the cancelled train.

What must the transport operator do?

In the event of a delay of more than 60 minutes, the passenger must be offered meals and refreshments in reasonable quantities, provided these are available and feasible on site.

You can find all the information about your rights when travelling on a single, weekly or monthly ticket at the apf.

If your train is delayed by more than 60 minutes, you are entitled to compensation for the delay.

For single tickets – currently only on long-distance services in Austria – this means that if the delay is more than 60 minutes, you will be refunded 25 per cent of the ticket price, and 50 per cent if the delay is 120 minutes or more. For return tickets, compensation is paid on a pro rata basis for each leg of the journey.

For weekly tickets (this also applies to weekly tickets within a transport network), the companies and transport networks can set the compensation amount themselves. Austria’s largest rail operator, ÖBB-Personenverkehr AG, pays a flat-rate compensation of 1.50 euros for every delay of more than 20 minutes. Further information on this can be found on the respective websites of the railway companies and transport associations.

Passengers holding a valid KlimaTicket OÖ are entitled to compensation if they mainly use rail services and experience repeated train delays or cancellations on local or regional services. The legally stipulated punctuality rate is at least 95 per cent. If this rate is not met in a given month, those affected will be refunded ten per cent of the monthly regional portion of their fare.

The punctuality rate for the last 18 months can be viewed on the railway companies’ websites. Compensation is paid automatically once the annual ticket has expired. Claims must be made within one year of the ticket’s expiry.

If you wish to take part in the delay compensation scheme, please register at fahrgastrechte.ooevv.at or complete the form. The OÖVV will forward your details to the relevant railway operator. You can only register once your KlimaTicket OÖ is valid. If you hold a KlimaTicket Austria, please contact ÖBB (https://servv.oebb.at/Fahrgastrechte/Anmeldung/Index/OOVV).

Registration for passenger rights (for KlimaTicket OÖ only)

Registration for the delay compensation procedure

Declaration of consent to participate in the delay compensation procedure (PDF)

The terms and conditions applicable to monthly tickets are the same as those for the KlimaTicket OÖ.

This means that a flat-rate punctuality threshold also applies to monthly tickets. If the punctuality rate for regional services falls below 95 per cent, passengers are entitled to compensation.

Unlike the rules for annual tickets, passengers must actively apply to the railway company for compensation on monthly tickets. Railway companies are obliged to publish the punctuality rate achieved over the last 18 months on their websites, to enable passengers to check their entitlement to compensation.

The companies may set a minimum compensation amount, which may not exceed four euros per ticket. For amounts below this, they may refuse to pay compensation.

Holders of a KlimaTicket OÖ can apply for compensation when purchasing their ticket and at a later date.

Holders of other annual and season tickets must check the websites of the relevant rail operators for information on the conditions for compensation. In some cases (e.g. for weekly tickets issued by ÖBB-Personenverkehr AG), proof of delay must be provided. Compensation is only payable for amounts of four euros or more. For amounts below this, the company may refuse to pay compensation.

Claims are made through KlimaTicket OÖ following registration with the Upper Austrian Transport Association (OÖ Verkehrsverbund), consent to the transfer of data to the relevant railway operator, and registration on the ÖBB portal.

Claims relating to all other season tickets (annual tickets outside the transport association’s area, monthly and weekly tickets) are made in different ways (e.g. by collecting confirmation of delays) and the procedures are set out on the websites of the respective rail operators.

Compensation may be provided in the form of vouchers and/or other benefits. At the passenger’s request, it must be paid in cash; furthermore, under the EU Passenger Rights Regulation, rail transport operators are obliged to make the payment within one month.

The procedure for claiming compensation for season ticket holders is set out in the railway companies’ terms and conditions.

Under the EU Regulation on Passenger Rights, the railway company has one month to process your claim and make the payment. The time limit begins to run from the date on which the railway company receives your complete claim.

If you receive no response, or only an unsatisfactory one, from the railway company, or if you are unable to reach an agreement with the railway company or the transport association regarding compensation – such as whether it should be paid, the amount involved, etc. – the Agency for Passenger Rights (apf) will help rail passengers to assert their rights. The apf’s role is to help passengers of railway companies based in Austria and customers of national transport associations who use the railways to secure their rights without having to go to court. The apf sees itself as an independent mediator between railway companies or transport associations and their customers.

Refunds under the EU Passenger Rights Regulation must be paid within one month. This includes refunds for tickets returned where the journey is delayed by more than 60 minutes on arrival at the destination.

Since July 2013, supplementary refund provisions have been in place under the EisbBFG. For refunds falling under the EisbBFG, a period of 30 days (except in duly justified cases) is stipulated for payment or the issuance of a payment order for the refund. This includes, for example, refunds for reasons for which the passenger is responsible (e.g. changes to travel plans, changes to appointments, etc.). Single tickets must be returned before the first day of validity; season tickets and group tickets may also be returned within their period of validity.

As a general rule, the earlier the return is made, the greater the chances of a refund. The time limits begin to run from the date the company receives the complete application. A full refund may also be requested after the validity date if the ticket or reservation could not be used for reasons attributable to the company.

The refund is free of charge if the railway company is responsible for the reason the ticket was not used (e.g. if the train was overcrowded).

In addition, the fare regulations of the railway operators may provide for further rules regarding refunds, for example in the case of returning the ticket on or after the first day of validity.

Claims for a refund expire after one year. The period begins on the day following the expiry of the ticket’s validity.

You must keep your ticket until you leave the platform at your destination station. Ticket inspections may take place not only on the train but also on the platform.

Yes, that is permitted. If there is any reason to believe that you are not merely entering the platform as an accompanying person, we recommend that, if ticket inspectors are present, you inform them of your role as an accompanying person, if possible, before entering the platform. The burden of proof that you did not merely enter the platform but also travelled on the train lies with the company.

At the request of the train attendant, the ticket must be shown and handed over. Passengers must also present identification for the purpose of verifying their identity if they do not have a valid ticket.

At your request, the train attendant is obliged to show proof of identity. This may be in the form of an identity card or by providing a service number.

Yes, the train conductor is entitled to retain your ticket if, for example, there is a suspicion that it is invalid. They must provide you with confirmation of this so that you have proof in the event of a fine being imposed or legal proceedings being brought.

The imposition of a fine is generally permitted. If you consider the fine to be unfair, you may lodge an appeal with the relevant railway company or transport authority within one month. The company must respond to this appeal at least once before any further action (e.g. engaging a debt collection agency) may be taken. If your payment is not received by the deadline, the company must send you one reminder before any further action can be taken.

If you can prove that you hold a valid personalised ticket, the amount of the fine must be reduced (to a maximum of 10 per cent).

Tip: Contact the railway company as soon as possible.

Railway companies and transport authorities must publish timetables and fares on their websites. A summary of the key terms and conditions must also be made available on the website. You can also obtain the current fare regulations free of charge from the ticket offices of railway companies or transport authorities.

In principle, it must also be possible to view a summary of the fare regulations at stations and on trains.

• OÖVV Fare Regulations
• General Conditions of Carriage for Regular Motor Coach Services
• OÖVV Journey planner
• OÖVV Tickets

Railway operators and transport authorities must provide passengers with adequate information about their rights and obligations.

Passengers must be provided with appropriate information, subject to availability, regarding disruptions, delays and train cancellations, as well as the expected consequences. This information must be provided via the available information channels (e.g. ticket offices, ticket machines, notices, screens, etc.).

Passengers must also be kept informed during their journey, for example, about services on board, the next station, delays and the most important connecting services.

The entire responsibility for providing information does not lie solely with the railway operator itself. Passengers must also make reasonable and timely efforts to find out about any disruptions, such as delays and train cancellations, and must take note of any announcements made. Railway companies must fulfil an enhanced duty to provide information where they have passengers’ details (e.g. in the case of personalised bookings made online), for example via email or text message.

In principle, rail operators are required to carry people with disabilities or reduced mobility. In particular, people with disabilities or reduced mobility are entitled to receive assistance free of charge (with boarding, alighting and changing trains, etc.) on trains and at staffed stations. Assistance is not guaranteed at unstaffed stations. We therefore recommend that you enquire before travelling whether the relevant assistance can be provided at your chosen departure and destination stations, or whether alternatives can be offered. Information on the accessibility of stations, stops and trains can be obtained from the railway companies (e.g. at the ticket office or by telephone), the station operator or your tour operator. As a general rule, no proof is required to claim assistance.

The company may only refuse to provide transport in exceptional circumstances. In such cases, the company is obliged to give written notice of the refusal within five working days, stating the reasons for it.

Passengers are entitled to tickets at no extra charge. Some rail operators offer discounted tickets from a certain level of disability (e.g. a degree of disability of at least 70 per cent with ÖBB) or upon presentation of a disability card. However, there is no legal obligation for companies to provide discounted tickets.

Railway companies are, in particular, obliged to carry necessary mobility aids (wheelchairs, walking aids, etc.) as well as guide dogs and service dogs.

To ensure the best possible assistance, passengers must register their assistance requirements 48 hours before departure and arrive at the station in good time before departure (no later than 60 minutes and no earlier than 30 minutes before the scheduled departure time).

For journeys consisting of several legs or where different operators are involved, we recommend that you provide all operators with full details, such as the timetable, the stations at which you require assistance, etc. However: even if you do not register, the operators are obliged to provide the best possible assistance.

Should wheelchairs or other mobility aids (e.g. walking frames, rollators) be damaged or lost, for example by staff of the railway company or station operators, the company shall be liable for the replacement value or the repair costs. Limits on the railway company’s liability are not permitted.

The rights of bus passengers generally apply if:

• A timetable has been published and the journey is therefore a scheduled bus service.
• The point of arrival or departure is within the EU (or the EEA).
• The route is at least 250 kilometres long.
• The majority of the route is within the EU (or the EEA) or there are no stops on the route outside the EU (or the EEA).

The legal basis is Article 2 of Regulation (EU) No 181/2011 and Section 32a of the Passenger Transport Act (KflG).

The rights of bus passengers are subject to certain restrictions if:

• The route is less than 250 kilometres long.
• The bus travels the majority of the route outside the EU (or the EEA) and at least one stop is located outside the EU or the EEA.

The legal basis is Regulation (EU) No 181/2011.

• In the event of a bus cancellation or a delay of more than 90 minutes (and where the journey is scheduled to take more than three hours), passengers must be offered meals and refreshments in proportion to the waiting time, provided these are available and feasible on site.
• If an overnight stay of one night or more is necessary, passengers must be provided with accommodation in a hotel or similar establishment. Operators may limit the maximum amount for hotel accommodation to 80 euros per person and the maximum duration to two nights. As a general rule, it is recommended that you contact the relevant company in advance.

The legal basis is Article 21 of Regulation (EU) No 181/2011.

• Cancel the onward journey, take the free return journey and apply for a (pro-rata and fee-free) refund of the fare.
• Continue the journey at the earliest possible opportunity at no extra cost and under comparable conditions.
• You are entitled to an additional refund of 50 per cent of the original ticket price if the transport operator does not offer you the choice between continuing your journey and a refund of the fare.
• As a general rule, it is recommended that you ask the bus company to issue a confirmation of the bus delay or cancellation.

The legal basis is Article 19 of Regulation (EU) No 181/2011.

Passengers wishing to lodge a complaint with a company must do so within three months of the actual or planned journey. The company then has one month to provide an initial response and to state whether it accepts the complaint, rejects it or is still considering it. A final response must be provided within three months of receipt of the complaint.

The legal basis is Article 27 of Regulation (EU) No 181/2011.

Passengers must be informed by the company or, where applicable, by the bus station operator, of delays and cancellations, as well as the expected impact, as soon as possible, but no later than 30 minutes after the scheduled departure time. This information must be provided via the available information channels (e.g. ticket counters, ticket machines, notices, screens and, where possible, electronically).

The legal basis for this is Articles 20 and 25 of Regulation (EU) No 181/2011.

To enable transport operators to make the necessary arrangements, passengers must book the assistance they require 36 hours in advance and arrive well in advance of the departure time. Even if no booking is made, transport operators are obliged to provide the best possible assistance to people with disabilities.

Should wheelchairs or other mobility aids be damaged or lost by employees of the bus company, the company shall be liable for the replacement value or the repair costs. Where feasible, the company must also provide a temporary replacement as soon as possible.

The legal basis for this is Articles 9, 10, 14 and 17 of Regulation (EU) No 181/2011.

In cases involving possible discrimination within the meaning of the Federal Disability Equality Act, it is recommended that you contact the Ministry of Social Affairs Service.