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.
Compensation and support for
- Compensation for train delays
- Support in case of train cancellation or delay during the journey
- Support if you miss the last connecting train
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.
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.
Time-based tickets customers (with the exception of annual tickets)
As a holder of a time-based ticket you receive compensation if you experience a delay of more than 20 minutes where the delay has been confirmed by an on-board staff member or by station ticket counter staff immediately upon your arrival. Should it not be possible to obtain confirmation by those means, please contact the ÖBB-Kundenservice 05-1717 or go to fahrplan.oebb.at by 12 midnight on the following day to retrieve and print your confirmation: go to the "trains/lines" section and enter your data under "confirmation of delay".
There is a standard compensation sum of € 1.50 for each delay, payable in cash upon presentation of your time-based ticket and appropriate number of delay confirmations at any ÖBB ticket counter - the delays must fall within the period of validity of the time-based ticket. Please note that compensation payments of less than € 4.- will not be issued.
Annual network tickets
a) Route-based network annual tickets
If the 95% punctuality level required by law for local and regional transport is not achieved, you will receive 10% of the calculated monthly compensation amount as delay compensation. The compensation amount is at least the fare you paid for your network annual ticket, less the price components for bus routes and inner-city areas (urban transport, core zones). It is a maximum of ten times the fare of a monthly route ticket valid for the specific rail route you travel on. If we are not 95% punctual in any month during the entire term of your annual ticket, we will compensate you with 10% of the respective compensation amount. We only pay compensation for amounts exceeding €4. If you have successfully registered for the compensation system, the total amount of any delay compensation will be automatically transferred to the bank account you provided after the expiration of your annual ticket's validity period.
To register, click on the "Registration as an Annual Ticket Customer" button above under the "More information..." heading and select the registration window for your transport association. Follow the instructions in the electronic registration process.
Please note that registration can only be successful if you have given your transport association your consent, either when purchasing the ticket or subsequently, to use your personal data for passenger rights purposes, and if the transport association has duly provided us with the required data.
For more detailed information about your rights in the event of delays and train cancellations, please refer to section A.5 of our "Handbook for Traveling with ÖBB in Austria."
b) Network-specific annual travel passes (regional climate tickets)
As a holder of a network-specific annual travel pass (regional climate ticket), the rules listed under a) apply mutatis mutandis, with the difference that the compensation is based on the corresponding rail portion of the total fare you paid and the average punctuality of the railway lines in your region.
To calculate the punctuality for route-specific annual travel passes, ÖBB has divided its route network into the following route sections.
Legal basis
Your rights are based on the standard legal provisions of the Contract for the Carriage of Passengers (CIV), Regulation (EU) No. 2021/782 of the European Parliament and of the Council of 29 April, 2021 on rail passengers’ rights and obligations as well as the transport regulations of the ÖBB Personenverkehr AG. In addition, Part 1, BGB1 40/2013 of the Federal Law Gazette for the Republic of Austria, also applies.
Access regulations for carriage of passengers with reduced mobility
Pursuant to Article 19, Section 1 of the rail passenger rights, railway companies and station operators establish non-discriminatory access regulations for the carriage of passengers with reduced mobility. For detailed information please go to Downloads/Links.