apf – 10 years of commitment to passenger rights
For ten years now, the Agency for Passenger Rights (apf) has been working to protect the rights of travelers free of charge and without commission. As a service of the Ministry of Mobility, it is a neutral point of contact for those affected and relieves the courts with its decisions. We can look back on an impressive track record in the air and rail transport sectors and highlight milestones in the agency's history.
"If you want to protect your rights as a passenger, you've come to the right place. We support those affected with our experience, independence, and free service—quickly, transparently, and always with a fair solution in mind,"says Maria-Teresia Röhsler, head of apf.
Flight balance sheet: Over 27,000 proceedings initiated in ten years
Over the past ten years, air travelers have taken advantage of the free mediation services offered by the apf in more than 27,000 cases. In its first year of operation, which began on May 1, 2015, the arbitration board recorded approximately 900 arbitration proceedings. Since then, the number of applications has risen steadily over the years—thanks to the positive experiences of applicants and media coverage of the apf's free services.
2024 marked the peak so far, with around 4,300 cases opened – a massive IT failure affecting several airlines tested not only the patience of travelers, but also the resources of the airlines' customer service departments.
Since its inception, the apf has handled an average of around 4,100 arbitration requests per year and conducted around 2,700 proceedings with companies in the aviation sector – on issues such as cancellations, delays, alleged extraordinary circumstances, overbooking, lost luggage, denied boarding, and reimbursement of costs for alternative transportation and assistance (meals, hotel costs, taxi, etc.).
Railway balance sheet: More than 6,000 proceedings initiated – and the trend is rising
In rail transport, too, the high number of proceedings testifies to the achievements and growing importance of the apf. Over the past ten years, more than 8,500 conciliation requests have been filed, resulting in over 6,300 conciliation proceedings.
2024 was also a record year in the rail sector. The apf dealt particularly frequently with unclear provisions regarding the cancellation of PDF tickets, service reductions, and delays in night train services. This was followed by inquiries about compensation for delays, which, in contrast to the aviation sector, accounted for a smaller proportion of cases handled by the apf. Railway companies still have some catching up to do in terms of cancellation conditions and assistance and support services in the event of delays and train cancellations.
Why we need the apf – now and in the future
The rising number of arbitration requests and proceedings shows that apf is a reliable partner for travelers. Thanks to its free and commission-free services, those affected by delays, cancellations, and many other travel problems receive full refunds from the companies when they are entitled to them. Its services save companies from expensive and lengthy legal proceedings. Thanks to its many years of experience, apf handles proceedings efficiently and quickly.