If you are unable to reach the destination indicated on your ticket on the same day due to a missed connection caused by a delayed or cancelled train, you are entitled to reimbursement of the costs of notifying your family or other persons expecting you, as well as the costs of an overnight stay in a hotel or the costs of continuing your journey by another public transport service (or, if no such means is available, by taxi).
Overnight stay in hotel
If it is no longer possible to continue your journey by another means of transport, we will organise a mid-range hotel for you and the journey between the hotel and the station.
If you have organised a hotel and the journey between the station and hotel yourself, we will reimburse you for the reasonable costs incurred.
If you are travelling by suburban and regional transport within Austria, we will reimburse a maximum of € 100.- for an overnight stay and a maximum of € 65.- for the journey between the hotel and the station or for an onward journey to your destination by another means of transport.
For travellers with disabilities or reduced mobility, we will also reimburse higher costs if these were necessary.
Please note the following procedure
You will receive a hotel confirmation from the train attendant of the delayed train as authorisation to use accommodation. If it is no longer possible to issue the hotel cnfirmation on the train, you can also obtain it at the ticket counter or in the ÖBB Lounge. If this is also not possible, please contact our ÖBB Customer Service on 05-1717. Our staff will tell you the nearest contracted hotel and deposit a hotel confirmation at the ticket vending machine, which you can collect using a collection code.
Our contract hotels are listed on the confirmation. Please present the confirmation at the hotel. You do not have to pay for the overnight stay, the hotel will bill us directly.
If no contracted hotel is available, you can spend the night in another mid-range hotel and we will reimburse you for the reasonable costs incurred. In this case, please send the hotel confirmation, the hotel bill and your ticket with the completed "Request for compensation and reimbursement for train delays" form to the following address:
- ÖBB Customer Service
- Subject "Passenger rights"
- P.O. Box 75, A-1020 Vienna
and we will transfer the amount due to your account.
Alternatively, you can also submit the request online.
If you have not received a confirmation, the costs incurred will also be refunded to you after the Service Centre has checked your eligibility. Please note that this may take longer to process.
Journey by taxi
If reaching your destination by another means of public transport or by taxi is cheaper than an overnight stay in a hotel according to the ticket, we will reimburse you for the reasonable costs incurred. If you are only travelling by suburban and regional transport within Austria, the reimbursement of costs is limited to a maximum of € 65.
For travellers with disabilities or reduced mobility, we will also reimburse higher costs if these were necessary.
You will receive a taxi confirmation from the train attendant of the delayed train as authorization to use a taxi. Please send this confirmation, the taxi invoice and your ticket with the completed form "Request for compensation and reimbursement for train delays" to the following address:
- ÖBB Customer Service
- Subject "Passenger rights"
- P.O. Box 75, A-1020 Vienna
and we will refund the amount due to your account.
Alternatively, you can also submit the application online.
If you have not received a certificate, the costs incurred will also be refunded to you after the Service Centre has checked your eligibility. Please note that this may take longer to process.
You must first use the services organised by ÖBB-Personenverkehr AG or use alternative means of public transport. The most cost-effective option must always be used.
Any further claims, in particular in connection with the use of other non-public means of transport, will be examined separately under compensation law.