Questions and answers

You will always be compensated for a delay by the railway company that issued the ticket. If you have purchased a ticket from ÖBB, you will receive compensation from ÖBB, even if the delay occurred in another country, for example.

If you send a ticket from another railway company to ÖBB, it will of course be forwarded to the relevant railway company if you give your consent on the contact form.

However, in order to shorten the time required to process your claim, we would ask you to contact the respective ticket-issuing railway company directly.

You will receive compensation of 25% of the price of your ÖBB ticket for delays of 60 minutes or more, and 50% for delays of 120 minutes or more. This also includes the section of your journey covered by a local train that you use as a transfer connection as part of your ticket.

If you only use a local or regional train with a single ticket, you are not entitled to any compensation for delays.

Please note that sums under € 4.- cannot be refunded.

You will receive a flat-rate compensation of € 1.50 for each delay of 20 minutes or more between the departure and arrival stations of the trains used, if you provide evidence of the relevant delay.

There is no entitlement to compensation for student and apprentice free tickets and their supplementary tickets.

This also applies to daily, weekly and monthly tickets issued by a transport association.

Please note that sums under € 4.- cannot be refunded.

If you have an ÖBB Summer Ticket for passengers under the age of 20, you will be compensated a flat rate of € 10.- for at least 3 delays of 60 minutes or more. 

If you have an ÖBB Summer Ticket for passengers aged 20 and over, you will be compensated a flat rate of € 18.- for at least 3 delays of 60 minutes or more.

You will also need to provide proof of the relevant delays.

Please note that sums under € 4.- cannot be refunded.

If you have a one-month ÖBB Senior Ticket, you will be compensated a flat rate of € 15.- for at least 3 delays of 60 minutes or more. If you have a one-day ÖBB Senior Ticket, you will be compensated a flat rate of € 5.- for at least 3 delays of 60 minutes or more.

You will also need to provide proof of the relevant delays.

Please note that sums under € 4.- cannot be refunded.

You can submit your claim by following this link.
Please enclose the following with the application: the tickets themselves, receipts for costs incurred and reimbursable costs and digital or analogue copies of any delay confirmations. Alternatively, and in the case of tickets purchased by mobile phone, please enclose the booking code. If you have printed your ticket yourself at home, please include this ticket or at least provide the booking code. 

Please keep all originals at least until the claim has been processed. If we need them, we will let you know.

You can now get your compensation faster using the Fahrgastrechte.Bot (Refunds Chatbot).

Provided you have an ÖBB ticket, you can submit a compensation claim directly through the bot for the following reasons:

• Delays of 60 minutes or more on arrival at the destination station
• Cancellation due to delay or train cancellation (within Austria)
• Nightjet compartment downgrade

The compensation will be paid to the same means of payment that you used in the ticket shop. If you buy your tickets from one of our sales partners, you will receive the refund on a payment method specified by you (except credit card).

If desired, you can also receive compensation in the form of ÖBB vouchers. These are valid for 10 years and can be redeemed on any ÖBB passenger services.

Where can I redeem ÖBB vouchers?

• Online at shop.oebbtickets.at
• In the ÖBB App
• At ÖBB ticket desks
• ÖBB Travel Agencies at a railway station
• By calling the ÖBB Customer Service team on 05 1717

Your claim will be processed within one month.
You can now get your compensation faster using the Fahrgastrechte.Bot (Refunds Chatbot).
 
Provided you have an ÖBB ticket, you can submit a compensation claim directly through the bot for the following reasons:

• Delays of 60 minutes or more on arrival at the destination station
• Cancellation due to delay or train cancellation (within Austria)
• Nightjet compartment downgrade

If your train is delayed by 60 minutes or more, or if your train is cancelled or you miss a connection due to a train delay, you have the following options:

• You can waive your right to start the journey at the place of departure and will receive a full refund of the fare.
• You can travel on another of our trains, possibly via a different route.
• You can cancel the journey you have started and will be refunded the fare for the part of the route you have not yet travelled.

If the journey you started has become pointless for you, you can return to the starting point immediately on another train. In this case, you will receive a full refund of the fare.

If it is no longer possible to continue your journey by another means of transport, we will organise a mid-range hotel and your journey between the hotel and the station. 

If you have organised your own hotel and travel between the station and hotel, we will reimburse you for any reasonable costs incurred. 
If it is cheaper to do so, we will offer you the onward journey to your destination by another means of transport, e.g. a taxi, and reimburse you for any reasonable costs incurred.

If you are travelling by suburban or regional transport, we will reimburse you a maximum of € 100.- for an overnight stay and a maximum of € 65.- for the journey between your hotel and the station or for an onward journey to your destination by another means of transport. 

We will also reimburse higher costs for passengers with disabilities or reduced mobility if these costs were necessary.

You will receive a hotel reservation certificate from the train attendant of the delayed train as authorisation to use accommodation. If it is no longer possible to issue the hotel reservation certificate on the train, you can also pick it up at the ticket desk or in the ÖBB Lounge. If this is also not possible, please contact our ÖBB Customer Service team on 05-1717. Our staff will advise you of the nearest contracted hotel and leave a hotel reservation certificate at the ticket machine, which you can redeem with a collection code.

Our contracted hotels are listed on the certificate. Please present the certificate when you arrive at the hotel. You don’t have to pay anything for your overnight stay, the hotel settles the bill with us directly. 

If no contracted hotel is available, you can stay in another mid-range hotel and we will reimburse you for any reasonable costs incurred. In this case, please send the hotel reservation certificate, the hotel bill and your ticket with the completed ‘Application for compensation and refund in the event of train delays’ form to the following address:

ÖBB Kund:innenservice
Betreff Fahrgastrechte
Postfach 75, A-1020 Wien

... and we will transfer the amount due to your account.

Alternatively, you can also submit the claim online.

If you have not received a certificate, the costs you incur will also be refunded to you once ÖBB Customer Service team has checked your eligibility for a refund. Please be aware that the processing time may be longer.

If, based on the ticket, it is cheaper to reach your destination by another means of public transport or by taxi than by staying in a hotel, we will reimburse you for any reasonable costs that you incur.

If you are only travelling on suburban and regional transport, the reimbursement of costs is limited to a maximum of € 65.-.  

We will also reimburse higher costs for passengers with disabilities or reduced mobility if these costs were necessary.

You will receive a taxi certificate from the train attendant of the delayed train as authorisation to use a taxi. Please send this certificate, the taxi fare invoice and your ticket with the completed form "Application for compensation and refund in the event of train delays" to the following address:

ÖBB Kund:innenservice
Betreff Fahrgastrechte
Postfach 75, A-1020 Wien

... and we will refund the amount due to your account.

Alternatively, you can also submit the claim online.

When selecting one of the options listed above, please ensure that you choose the most cost-effective solution. If there is public transport that can take you to your destination, you should use it.

If there is no possibility of getting to your destination by public transport, you will be given a taxi certificate by the train attendant of the delayed train stating the requirements for taking a taxi.

Please bear in mind that issuing a certificate for a taxi does not constitute an entitlement to a refund. This will be reviewed on a case-by-case basis by the relevant department.

If you have not received a certificate, the costs you incur will also be refunded to you once ÖBB Customer Service team has checked your eligibility for a refund. Please be aware that the processing time may be longer.

You can get confirmation of the delay either:

• From the train attendant of the delayed train
• Up to two days later - online at www.oebb.at - enter the train and date in Scotty, the electronic journey planner, and print out the indicated delay
• Up to seven days after the journey at ÖBB ticket desks
• After 7 days, you will receive confirmation of the delay from ÖBB Customer Service 05-1717 or via the contact form at www.oebb.at/kontakt
• At all ÖBB ticket desks up to 60 minutes after the train arrives for daily, weekly and monthly tickets purchased from ÖBB or a transport association. You will then be given confirmation of the delay by the ÖBB Customer Service team at 05-1717 or at www.oebb.at up to 2 days after the journey

In this case, please submit the documents without a delay confirmation. Our staff in the Passenger Rights team at the ÖBB Customer Service Department will find the necessary information for you.

No compensation will be paid for journeys on urban transport or transport association core zones, long-distance transport or regional bus services. This provision also applies to your fare share for core zone areas and road services.

Our automated compensation system does not offer a technical means of unsubscribing and deleting data. You can request cancellation and/or deletion of your data at any time by contacting the ÖBB Customer Service team. Our ÖBB Customer Service staff will arrange everything else for you.

Please be aware that you must also revoke the declaration of consent given to your contractual partner for the use of your data for the purposes of passenger rights. Your contractual partner as a KlimaTicket Österreich customer is ONE Mobility GmbH, whereas your contractual partner as a customer of a regional KlimaTicket or an annual season ticket is your transport association organisation. As a KlimaTicket Österreich customer, you can uncheck the relevant box under Offers & Tickets or contact our ÖBB counter or our Customer Service team.

If our local trains - for example R, REX or S-Bahn - are not 95% on time, you get your money back. If you have an annual season ticket and the punctuality of our
local and regional transport services is not 95% per month, we offer the following compensation:

You will receive 10% of the calculated proportion of the basis for compensation for one month.

The basis for compensation is ten times the fare of a transport association monthly season ticket for your rail route. The fare components for travelling on scheduled bus services and urban services will be deducted. However, the basis for compensation is no more than the total price of the annual season ticket.

You will receive a maximum of 10% of the fare of a monthly travelcard for your rail journey.

If the punctuality level is not reached in any month during the entire term of the annual travelcard, you will receive a refund of 10% of the basis for compensation.

We calculate the values to be used for the compensation procedure and the punctuality statistics using different criteria that are favourable to annual season ticket holders.

The information about the route used to calculate the compensation amount is not precise enough. This is why we need precise information from you.

In accordance with EU Regulation 1371/2007, only delays in rail services (with the exception of services in urban transport or in core zones) are used as the basis for calculating any compensation.

Parallel bus routes can be used in most transport associations at no extra charge.

This is why we need this information from you.

When purchasing your annual season ticket, you consent to your details being forwarded to the railway company by the transport association. We will then send you your access details for the online delay compensation procedure by post.
You can use this access code to log in to www.oebb.at/fahrgastrechte and confirm your intention to continue with the delay compensation procedure. Please enter your bank details and the departure and arrival station of your train journey. Please also confirm that you mainly use the railway for your journeys with your annual season ticket.

Be advised that your application can only be processed if your customer details have been duly provided to us by the relevant transport association and saved in our compensation system.

Compensation will be paid to you once a year at the end of the twelve-month period of validity of your annual season ticket. Payment will be made using the bank details you have provided.

If you cancel during the current year, you can apply for partial compensation, provided you have correctly registered the annual season ticket at the time of cancellation.

Please use the ÖBB contact form and enter your personal details, the annual season ticket number used for the registration and the date of cancellation. Please provide written confirmation of the cancellation from your transport association.

You will then receive the amount of compensation on a pro rata basis for the period used in accordance with the existing compensation model. The amount is calculated after the end of the term. The amount will be transferred to the bank account specified by you, less a fee if applicable.

If you have a network-related annual travelcard such as a KlimaTicket Österreich (KTÖ) or a Regional KlimaTicket (KTR), we will reimburse you as follows:
If you have a KlimaTicket Österreich (KTÖ), we guarantee that the monthly overall punctuality rate of all our trains that can be used with your KlimaTicket Ö will be at least 93%. If we do not achieve the punctuality level within a given month, we will compensate you to the amount of 10% of the monthly proportion of the basis for compensation. The basis for compensation is the fare that you have paid after deduction of fare components for travel on scheduled bus services and urban transport (referred to as the "rail component").

If you have a Regional KlimaTicket (KTR) and we fail to achieve 95% punctuality per month, we will compensate you for delays to local trains with 10% of the calculated proportion of the basis for compensation for one month. The basis for compensation is at least the fare that you paid for your annual season ticket, less the fare components for travel on scheduled bus services and urban transport (referred to as the "rail component").

The relevant rail component for the KTÖ is determined by the Federal Ministry for Climate Action, Environment, Energy, Mobility, Innovation and Technology (BMK) and for the KTR by the transport associations as follows (as of April 2023):

*Price of the KTR without core zone surcharge and/or without bank charges

Examples of the basis for compensation:

• For a VVT adult KlimaTicket, € 519.60 is currently used as the basis for compensation.
• For a SVV adult KlimaTicket, € 365.- is currently used as the basis for compensation.
• For a OÖVV adult KlimaTicket, € 365.- is currently used as the basis for compensation.
• For a VOR adult KlimaTicket, € 495.- is currently used as the basis for compensation.
• For a VST adult KlimaTicket, € 468.- is currently used as the basis for compensation.
• For a VVK adult KlimaTicket, € 399.- is currently used as the basis for compensation.

For discounted tickets, a correspondingly discounted price will be used as the basis for compensation.

In addition, A.5.3. and A.5.4 of the Guide for travelling with ÖBB in Austria apply

Use the "Reset password" function to delete your personal password. This will reactivate your initial password from your initial registration letter. If you no longer have this, we can send it to you again. You can use the contact form to request that another copy be sent to you.

If the train you are travelling on is delayed by 20 minutes or more, you will receive a flat rate of compensation of € 1.50 for each delay experienced.

There is no entitlement to compensation for student and apprentice free tickets and their supplementary tickets.

You can get confirmation of the delay either:

• From the train attendant of the delayed train
• Up to two days later online at www.oebb.at
• Up to seven days after the journey at ÖBB ticket desks

Once your daily, weekly or monthly ticket has expired, please complete the application for compensation and bring the ticket and the confirmation of delay to a ticket desk. The payment will be made in cash then and there at the ticket desk.

You will receive a flat rate of € 1.50 for each delay experienced. Please note that compensation of less than € 4.- cannot be paid out.