Submitting a claim to ÖBB

You can submit a claim directly to ÖBB for a delay or disruption to your trip, or in the event of serious illness or bereavement. The following guidelines will assist you to submit a claim to the ÖBB customer service team.

IN THIS ARTICLE

Compensation for a cancellation or delay

If your ÖBB journey was delayed, you may be able to claim compensation if the delay can be attributed to the operator.

You can submit a claim online at any time within two months of the travel date. The amount of compensation will depend on the length of delay:

Length of delay Amount of refund
30 - 60 mins 20% of the value of the affected ticket (travel voucher)
61 - 119 mins 50% of the value of the affected ticket
120 mins or more 100% of the value of the affected ticket

No compensation is paid for tickets costing less than €4.

ÖBB awards compensation if the cause of disruption is theirs; for example, delays resulting from unscheduled engineering work, signalling problems or a breakdown. The rail operator is not liable for things beyond their control e.g. extreme weather (called a force majeure), vandalism or other act of malevolence (e.g. cable theft) or trespass.

Claims for illness or bereavement

ÖBB will consider compensation if a passenger is too ill to travel, or has experienced the death of a family member. You must provide a hospital note, a doctor's letter stating you cannot travel, or a copy of a death certificate.

Submitting a claim

If you think you are entitled to compensation, you should submit your claim to ÖBB directly by sending an email to kundenservice@oebb.at.

You will need the following information to hand, which can be found in your Loco2 account:

  • The name of each passenger you are claiming for
  • A copy of your ÖBB ticket(s), scanned or photographed and attached to the email
  • Details of the disruption
  • If claiming for another reason, a hospital note or copy of a death certificate

Once submitted, it takes anywhere from 2 - 3 days to 2 - 3 weeks for ÖBB to respond.

How will my refund be paid?

Approved refunds will be paid by vouchers that can only be redeemed on ÖBB's site or app. These vouchers are valid for 10 years.

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