Agentur für Passagier- und Fahrgastrechte (apf)

Overview

Fees for traders

The fees for the company involved in the mediation procedure are fixed by order of the Austrian Federal Ministry of Transport, Innovation and Technology, and are currently EUR 78.

The entity is competent for disputes in the following sectors

• Transport services
• Tram, bus, metro and underground
• Railways
• Airlines
• Sea, river, other water transport

Entity accepts complaints against traders located in other countries

• Austria
• Belgium
• Bulgaria
• Croatia
• Cyprus
• Czechia
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Iceland
• Ireland
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Norway
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden

Fees to be paid by the consumer

• No

Fees to be paid by the trader

• Yes

Type of fee for the trader

• Fixed fee

Language(s) of the procedure

• English
• German

Language(s) in which the complaint can be submitted

• English
• German

The procedure is done

• in writing

Outcome of the procedure

• Binding

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit
• Dealing with the dispute will seriously affect the functioning of the dispute resolution body