Since 1 March 2013, rights of passengers in bus and coach transport have been in force on the basis of Regulation 181/2011 of the European Parliament and the European Council. This Regulation lays down rules for bus and coach services with regard to regular services with a scheduled distance of 250 km or more within the EU. Some of the provisions apply to all transport services, including shorter-distance services.
For example, the regulation specifies the rights of passengers in the event of accidents, in particular compensation and assistance for accidents, special rights for persons with reduced mobility or the obligation to inform passengers of cancellations or delays as well as any refunds for delays and cancellations.
Information on online dispute resolution pursuant to Art. 14 para. 1 of the regulation on consumer ODR can be found at www.ec.europa.eu
The arbitration body for disputes of passengers of motor vehicle lines with the transport company (pursuant to Art. 28 of EU Regulation No. 181/2011) is the
Independent Agency for Passenger and Passenger Rights (apf)
Passengers who disagree with the decision of the company can contact the apf in Austria.
Please submit your documents using the complaint form at www.apf.gv.at/en/agency-for-passenger-rights.html .
If you cannot submit documents electronically please send the documents by post to:
Agentur für Passagier- und Fahrgastrechte, Fachbereich Bahn
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