Passengers’ rights
The following rights apply to carriage services in national and international rail transport. In case of delay, train cancellation, missed connecting train, and delay as a result of an accident, we offer you compensation and support subject to the limitations mentioned below.
If delays exceeding 60 minutes are to be expected, we will take all reasonable and appropriate measures to alleviate your situation if such measures are available or can be reasonably delivered, e.g. by giving you refreshments and meals free of charge.
There is NO entitlement to compensation, refund or reimbursement of costs due to train delays if:
- the passenger has been informed about possible delays before purchasing the ticket;
- by continuing the journey with another type of transport service or via another route, the resulting delay when arriving at one’s destination is less than 60 minutes;
- the delay can be attributed to transport services that are not part of the contract for carriage.
How can you get your compensation?
In order to assert your claims for compensation, you need the form "Request for Compensation and Refund for Train Delays". You can obtain this form at Downloads/Links, on board the delayed train or at a staffed ticket office.
Please hand in the fully completed form including
- your original ticket(s) and
- any available delay confirmations,
- bills and invoices
at a ticket office or send it to the ÖBB customer service.
The fact that a request is accepted does not automatically imply a commitment to pay compensation. If you submit tickets issued by other railway companies, we will pass them on to the respective transportation company in charge.
We pay compensation in the form of vouchers, valid for a year, redeemable at the ticket offices of ÖBB or travel agencies at the railway station for all services of ÖBB-Personenverkehr AG. On request, we will credit the compensation amount to the account specified by you free of expense or, if you have paid for your ticket with your credit card, to this credit card.
ÖSTERREICHcard customers
Holders of an ÖSTERREICHcard second class get for three delays longer than 60 minutes in each case:
- lump-sum compensation to the amount of 20 Euro
- maximum 10 % of the sales price
Holders of an ÖSTERREICHcard first class get for three delays longer than 60 minutes in each case:
- lump-sum compensation to the amount of 30 Euro
- maximum 10 % of the sales price
You can obtain confirmations for delays from our train staff or at the ticket office of the railway station directly after the arrival of the train (or for cancelled trains, at the station where the customer is right then). Please send it to the ÖBB customer service by mail.
Legal base
Your rights are based on the Uniform Rules concerning the Contract of International Carriage of Passengers by Rail (CIV), the EC Regulation No. 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers´ rights and obligations as well as the ÖPT (Österreichische Eisenbahnen - Personen- und Reisegepäcktarif [Austrian Railways - passenger and luggage tariff]). In addition, the Federal Law Gazette for the Republic of Austria (BGBl) 25/ 2010 applies.
Access regulation for the carriage of passengers with reduced mobility
Pursuant to article 19 section 1 of the Rail passenger rights, railway undertakings and station managers establish non-discriminatory access regulations for the carriage of passengers with reduced mobility. For detailed information please go to Download/Links.
Schienen-Control GmbH
Passengers who do not agree with the decision of the railway undertaking can contact the arbitration board of Schienen-Control GmbH. For detailed information please visit the website.
Your contact
ÖBB Customer Service
Re: Fahrgastrechte
A-1020 Wien, Postfach 75
Schienen-Control GmbH
