Questions & Answers

Passenger rights

What are my passenger rights?

You will find all the information about your passenger rights by clicking on this link Schienen-Control GmbH flyer

What are my rights if WESTbahn is delayed?

Please note the terms of compensation and the cases given below.

You are entitled to a compensation by WESTbahn if your train is delayed by 60 minutes or more at the arrival station (according to your ticket for a single journey). You will be automatically credited with a refund of 25% of the price of your ticket for delays starting from 60 minutes and with 50% of the price of your ticket for delays starting from 120 minutes. Please keep the ticket for your delayed journey and you can use the refunded credit when you pay for your next journey on board.

The compensation is automatically credited to your ticket one month after the delay at the latest. There is no need to fill a claim form for a refund.

I am on the platform and my train is delayed by more than 60 minutes or cancelled

You can abandon your journey and receive a full refund of your ticket. Please note that any WESTbahn full fare ticket is valid for 12 months and that you can use it on a different occasion.

If you choose to travel with WESTbahn despite the delay or cancellation of a certain train, the legal claim to a compensation according to your passenger rights as mentioned above is applicable.

I am on the train and it is delayed by more than 60 minutes

You can either interrupt your journey and return to the starting point with a different WESTbahn train at no further cost. In addition, the unused part of your journey will be refunded. If the journey has demonstrably become obsolete (e.g. because you could not take part in a certain meeting) you will be refunded the full fare of the outward journey. Please document the aim of your travel with correspondent data.

If you decide to continue the journey, you will only receive a compensation if the train has been delayed by more than 60 minutes at the arrival station.

What happens if I cannot continue my journey due to a WESTbahn delay?

If the continuation of your journey on the same day is not possible or reasonable due to cancellation, delay or missing of the latest train connection, WESTbahn will organise and pay for your hotel or will refund the hotel cost up to a maximum of € 80 incl. tax. If a journey home is possible, WESTbahn will refund your travel expenses for public transport or taxi up to a maximum of € 50,- incl. tax.

If you realise that you may have problems with your onward journey during your WESTbahn travel, please contact your steward. Please note that WESTbahn does not conduct any late trains and cannot be held liable for missed connections, not even in the case of missed flight and bus connections.

How do I get a confirmation about a train delay or cancellation for my employer?

Our WESTbahn customer care team can provide a proof of a train delay or cancellation at no cost. Please contact them by phone +43 1 899 00 or by email at meinenachricht@westbahn.at.

Under what circumstances am I not entitled to a compensation for a single ticket?

You are not entitled to compensation if the train arrives at the arrival station (according to your ticket) with a delay of less than 60 minutes. In addition, you are not entitled to compensation if you make a request for a full ticket refund or if the ticket for your journey has been sold by a company different from WESTbahn Management GmbH (e.g. OÖVV Upper Austrian traffic association). 

How do I get a compensation if I hold an annual ticket?

You can only claim a compensation at the end of validity of your annual ticket if WESTbahn’s punctuality falls below the average punctuality of 90,01%. If you are entitled to a refund on your annual travel card, it will be credited to your card two weeks after the end of validity. As a holder of WESTbahn 7 days and 30 days cards or a traffic association annual card respectively, please contact our  WESTbahn customer care team by phone +43 1 899 00 or by email at meinenachricht@westbahn.at.

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