Passenger rights in bus and coach transport

Since 01 March 2013, passenger rights in bus and coach transport have been in force on the basis of Regulation 181/2011 of the European Parliament and of the Council. The passenger rights cover both occasional transport services and regular services with a scheduled distance of less than 250 km (to a limited extent) and regular services with a scheduled distance of 250 km or more (to an unlimited extent). The regulation includes, for example, passengers’ rights in the event of accidents, in particular compensation for and assistance after such accidents, special rights for persons with limited mobility, or the obligation to inform passengers in the event of cancellations or delays, or any reimbursement in the event of such cancellations or delays.

Agency for Passenger Rights

Passengers who do not agree with the company’s decision can contact APF - the Agency for Passenger Rights - in Austria.

Please submit your documents using the complaint form provided at

Should you not be able to transmit the documents electronically, please send them by mail to:

Agentur für Passagier- und Fahrgastrechte
Fachbereich Bus
Linke Wienzeile 4/1/6
A-1060 Vienna