Questions and answers

Payments at the new ticket machines

• What payment options are available?

  The ticket machine displays the ticket price and all possible payment options. Payment can be made in cash, by debit card or with the following credit cards: Visa, Mastercard/Eurocard, American Express, Dinersclub, JCB.

  Please note: For security reasons, the maximum amount of money that the ticket machine can dispense is €9.90. All banknotes and means of payment that exceed this amount based on the price of the ticket are therefore crossed out on the screen.

• Why is it not possible to pay small amounts with large notes?

  The ticket machines are programmed to dispense a maximum of €9.90 for money security reasons. This "security intelligence" is designed to protect the machine from robbery or "hold-ups" (as we are familiar with from cash machines, for example).

  All banknotes and means of payment that would require more than €9.90 in change are therefore crossed out on the screen.

• Does ÖBB store its customers’ payment information?

  ÖBB defines payment information as the information we need to process payments. No payment information such as credit or debit card numbers or the Card Validation Code (CVC) is stored.

  When a specific booking is made, the card type (VISA, MasterCard, etc.) and the last 4 digits of the payment method are saved. Certified and PCI-certified payment service providers are used to process the payment transaction, which process and use the payment information for handling the booking.

  Payment data will only be stored by ÖBB in exceptional cases, for instance if we are unable to carry out a cancellation automatically and must subsequently transfer the cancellation amount. We store the following data for this purpose: name of the applicant, IBAN, BIC, name of the bank and the address (postcode, town, country, street and house number).

• What happens if a connection error occurs in the middle of the payment process? Is the ticket price then deducted twice from my account when I make the booking again?

  Generally, there will be no duplicate booking if there is a connection error. However, you can contact the ÖBB Customer Service team by calling 05-1717. Our employees can check whether a ticket has been booked and whether payment has been successful by entering your name and the time when you made the booking.

• What is the procedure for cancelling a booked ticket?

  Booked tickets can be cancelled before the first day on which they are valid: the refund conditions of the relevant ticket apply. Tickets can no longer be cancelled once the first day of validity has passed.