The Agency for Passenger Rights (APF), a neutral and free contact point for travelers, looks back on an impressive first decade of its existence. Since its founding ten years ago on May 1, 2015, the APF has established itself as an indispensable institution in the Austrian mobility sector.
As a service of the Ministry of Mobility, it advocates for the rights of passengers free of charge and without commission and makes a significant contribution to relieving the burden on the courts by facilitating out-of-court dispute resolution. The results show a steadily growing demand for APF's services, particularly in the air and rail transport sectors.
Flight balance: Continuous increase in procedures
Over the past ten years, the APF has undergone remarkable development in the aviation sector. Since it began its work in May 2015, air travelers have benefited from the free arbitration service in more than 27.000 cases In its first year alone, the arbitration board recorded approximately 900 cases, a number that has steadily increased since then. According to the APF, this increase is due to the positive experiences of applicants and media coverage of the free services. Word of mouth from satisfied customers and public awareness of the APF's effective assistance have significantly increased awareness and trust in the institution.
The year 2024 marked with around 4.300 proceedings opened A high point in the history of APF in the aviation sector. This was largely due to a massive IT outage at several airlines, which not only severely tested the patience of travelers but also the resources of the airlines' customer service departments. Such major events typically lead to a sharp increase in complaints.
On average, the APF has treated around 4.100 arbitration applications and leads approximately 2.700 procedures with the airlines concerned. The topics most frequently addressed are diverse and reflect the everyday problems in air travel: Cancellations, delays, but also cases of alleged exceptional circumstances, which airlines often cite as a reason for refusing compensation. Other common concerns include overbooking, Lost luggage, Denied boarding as well as the Reimbursement of costs for alternative transport and assistance such as meals, hotel costs, or taxi rides. Handling these complex cases requires specialized knowledge and a thorough understanding of applicable air passenger rights, which are governed in the European Union by Regulation (EC) No. 261/2004. This regulation sets the standards for compensation and assistance in the event of flight delays, cancellations, and denied boarding.
Rail balance sheet: Strong growth and specific challenges
The high number of procedures in rail transport also demonstrates the growing performance and increasing importance of APF. Over the past ten years, a total of more than 8.500 arbitration proceedings from which over 6.300 arbitration proceedings actually processed This demonstrates the relevance of the APF as a contact point for rail customers.
Similar to the aviation sector, 2024 was a record year for the APF in the rail sector. The agency dealt particularly frequently with unclear regulations regarding the cancellation of PDF tickets, a problem that has become increasingly important due to the digitalization of rail transport. Performance reductions and Delays in night train services were common complaints. These specific challenges in night train services reflect the complexity of international rail connections and the often longer travel times, which can lead to greater inconvenience in the event of disruptions.
In contrast to the aviation sector, inquiries about Delay compensation APF accounts for a smaller proportion of cases, although there are also European-wide regulations such as Regulation (EC) No. 1371/2007 (Rail Passenger Rights). According to the APF, there is still a need for railway companies to catch up with the clarity of Cancellation conditions as well as in the provision of Assistance and support services in the event of delays and train cancellations. This shows that while digitalization opens up new opportunities, it can also create new problem areas in customer service that require clear regulation.
The need for the APF: efficiency and relief for the courts
The increasing number of arbitration applications and procedures clearly underscores the APF's role as a reliable partner for travelers in Austria. Maria-Teresia Röhsler, head of the APF, emphasizes: "Anyone who wishes to assert their passenger rights has come to the right place. We support those affected with our experience, independence, and our free service – prompt, transparent, and always with the goal of a fair solution." The APF's free and commission-free services are a great advantage for those affected, as they receive the full amounts they are entitled to from the companies without any fees or commissions being deducted. This builds trust and motivates travelers to actively assert their rights.
Another key advantage of the APF is the Relieving the burden on the courtsThrough its out-of-court dispute resolution, the APF saves companies from expensive and lengthy court proceedings. This benefits not only the companies, who can avoid legal costs and reputational damage, but also the judicial system, whose workload is reduced. Thanks to its many years of experience in arbitration, the APF handles the process efficiently and quickly, leading to a swift resolution for travelers. The APF's expertise in the specific legal areas of passenger and passenger transport is invaluable in this regard.
About the APF: A service center in the service of mobility
The Agency for Passenger Rights is an independent service center of the Federal Ministry for Innovation, Mobility and Infrastructure established and at the Rail Control GmbH This organizational anchoring ensures its neutrality and independence vis-à-vis the transport companies. The APF is the central contact point for out-of-court dispute resolution in the Rail, bus, ship and air transport in Austria.
As part of its arbitration activities, the APF is responsible for resolving disputes that arise between travelers and transport companies. Its primary goal is to help passengers assert their rights in the event of a dispute, free of charge and without commission. It serves as a mediator between the parties and works toward a fair and amicable solution that complies with legal requirements. The existence and success of the APF demonstrate that there is a great need for such low-threshold and free services to effectively enforce consumer rights in the mobility sector and strengthen trust in transport services. Continuous adaptation to new challenges, such as the increase in digital ticket formats or specific problems in night train services, will continue to shape the APF's work in the future.
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