At apf, the Austrian arbitration board for air traffic, cancellations are traditionally the most common reason for proceedings - ahead of delays. Air traffic is currently recording high passenger numbers again compared to recent years. With increased frequency at airports, the potential for irregularities also increases. The Agency for Passenger and Passenger Rights (apf) acts as an arbitration body and ensures the implementation of the EU Aviation Rights Regulation in Austria.

If a flight canceled , passengers basically have three options:

  1. On the one hand, the refund of the ticket price ,
  2. on the other hand, the free return flight to the place of departure at the earliest possible time
  3. and the perception of alternative transport under comparable conditions.

may also be entitled to up to 600 euros in financial compensation This entitlement depends on the time of announcement of the cancellation, the departure times of the alternative flight and the original flight distance.

In the event of a flight delay , passengers with departure delay of two hours or more are entitled to snacks and refreshments if the flight is up to 1,500km.

made by airlines if there is a delay of three hours or more at the destination Payments depend on the distance flown:

  • for flights up to 1,500 km: 250 euros
    (example: if a flight between Vienna and Zagreb lands three hours late, the passenger receives 250 euros back regardless of the ticket price)
  • for flights within the EU of 1,500 km or more: 400 euros
    (example: if a flight between Dublin and Vienna lands three hours late, the passenger receives 400 euros back)
  • for flights of 1,500 km to 3,500 km (not within the EU): 400 euros
    (example: if a flight between Vienna and Cairo lands three hours late, the passenger receives 400 euros back)
  • for flights over 3500 km (not within the EU): 600 euros
    (example: if a flight between Vienna and Cape Verde lands three hours late, the passenger receives 600 euros back)

If the airline is responsible for the cancellation or delay, the above amounts must be paid.
An exception is the so-called “extraordinary circumstance”, which airlines can rely on. These are scenarios that the airline could not have foreseen and for which the airline cannot therefore be held financially responsible. These include acute technical defects, extreme weather conditions, bird strikes, strikes by ground staff, police operations, etc. In these cases, passengers are not entitled to any compensation payments. However, the airline must provide appropriate evidence of the exceptional circumstances.


As an arbitration board, the apf often deals with cases in which airlines refuse to make compensation payments based on the EU Air Passenger Regulation, do not respond to complaints at all, or refer them to an (online) travel agency. apf takes care of claims from travelers if they do not reach an agreement with the airline, i.e. not within 6 weeks, or receive an unsatisfactory response from the airline.

Companies are legally obliged to participate in apf's arbitration proceedings and to provide apf with all the information necessary to assess the situation and to submit relevant documents.

If passengers are affected by cancellations or delays and cannot reach an agreement with the airline, they can go to the apf arbitration board.

Note: The Agency for Passenger and Passenger Rights (apf) is the statutory, cross-mode, independent, free and commission-free arbitration and enforcement body for rail, bus, ship and air traffic in Austria (Austrian Authority)

Reference: Passenger and Passenger Rights Agency


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