ASFIN Reviews 470

I am extremely dissatisfied with ASFINAG’s service.

I purchased the vignette in advance while still in Germany, approximately 40–50 km before the Austrian border, and acted fully in good faith. However, due to a technical delay of around 10 minutes, the toll product did not immediately appear in the system, and this became the reason for the whole situation.

I consider ASFINAG’s approach unfair and completely lacking in human understanding. Instead of taking the actual circumstances into account, the company handled the matter in a purely formal way and effectively penalized a person who was not trying to violate anything, but on the contrary, had paid everything in advance.

I am not a resident of Austria and cannot be expected to understand all the internal technical and organizational details of vignette sales. From a customer’s point of view, it seems absurd that the payment was made on time, yet because of internal system delays, the responsibility was shifted onto me.

Penalty measures should be applied in cases of actual violations, not when a person has honestly paid the toll and had no intention of bypassing the rules. I always comply with the law and pay all mandatory charges, so I consider this case an example of poor service, lack of customer orientation, and a purely formal attitude toward people.

My experience with ASFINAG was strongly negative. I do not recommend this company because of its unfair treatment of customers and lack of flexibility even in an obviously disputable situation.

Rude customer service and they make money on everyone even if you proof you had toll they will still charge you even if you did small mistake how number were separated in space.
If I could I would never pass by this place

ASFINAG doesn’t assess situations — it just applies penalties.

I paid for the vignette, it was on the windshield, and I was still charged twice because of a technical application detail.

Their response was essentially: “we don’t care about the context — pay or it will escalate.” If you’re a tourist and make a technical mistake without any intent, you’re treated like a fraudster. Disappointing and discouraging. Zero empathy, zero common sense — only “pay or we escalate.”

Good faith doesn’t matter, proof of payment doesn’t matter.

A cold, rigid system focused on punishment, not fairness.

They say 18 days waiting period is to comply with "customer protection law", but in reality is to abuse customers and make more money. Here is how ASFINAG's fraud scheme works: imagine starting from today you need vignette because you just have received your newly purchased car with new license plate. Obviously you want to buy annual vignette because that's the most resonable price/time. But it can be activated only after 18 days! So, in order to be able to drive in highways you are forced to buy 10-days vignette twice to cover these 18 days. Funny that when buying 10-days vignette you can withdraw your "consumer right" (so they are able to make this extra 2x12,8€), but when buying the annual one you cannot (so they can force you to buy those extra 10-days ones). I don't understand how such an obvious froud can be performed at national level in a modern western demoracy without any consequence. Someone should initiate a class action lawsuit.

I can only agree to all the comments. Total scam business.

I missed a road toll despite paying for vignette. Got my first letter 2 months later, explaining the case now has been handled over to the authorites. WTF.

Never got the first letter hence no chance of paying.

Called them, wrote them - nothing helps, they dont give a shit!

Now I need to deal with the authories - guess they dont give a shit either, and I end up paying the 300+ EUROS. Hopeless country.

Take detour around next time.

This company business model is to have minimal information for drivers expecting they will miss the fact that a Vignette is required on their highways.
It allows them to collect 120 euros per unaware driver. Good Job !

Legalized theft. They just send you a fine of 120 EUR without ever explaining what for, no signs or warnings anywhere. If you happen to pass some parts of Austria you just get a fine. Thank god I passed through Schweiz on the way back

I recently purchased a 1-month subscription, and I’ve already received the invoice and confirmation of payment. However, I just received a message/letter stating that I haven't made the payment, which is confusing.

Legalized theft
Bought the vignette, placed visibly in the car, got the fine of 120E because "the system" could not read it.
Called "customer service" (they provide zero service), a rude guy told me that he CAN see the vignette in their photo, but it is not stuck correctly. I told him I have the invoice, vignette serial no, I can send photo to see the validity, he could not care less. Like a broken machine "it is not stuck correctly".

Basically, if you MUST drive through Austria, be ready to pay 120E extra, in addition to the vignette. I will try to avoid driving through Austria in the future.

Terrible service and customer care. The system is slow, the purchase of Vignette took 10 minutes. Because we were already on the highway, we got a 120€ penalty. We wrote to the customer service, sent the proof of purchase and... for one month they did nothing but sent this to Austrian debt office and the penalty is now 300€. We contacted them again, they said sorry for not replying, nothing we can do. We will reimburse the late fee. Of course, weeks passed, another customer service person sent us an email that we have to ask the debt office in Austria. They write clearly that no objections to fines are accepted, and of course did not respond to emails. So we lost 300€. SCAM COMPANY!! Much better to buy a vignette from another source!

I missclicked and added at the end of my registration plate number 3, the rest is clearly there, money delivered for the toll, I even bought there Brenner Pass toll… and those customer care people had absolutely non-human approach:

Franz Michael Frei
Yasin Koyun
+1 more guy on a phone

They can see the payment, they can see the registration plate with one digit extra missclicked, but they willingly continue to ignore all the facts, so their company can profit on already paid toll.
Not a single sign of human approach - robots repeating the rules.
And the email address they are using goes directly to the “updates” tab not to the main inbox - they just want to earn money dishonestly.
Hope the boss of Asfinag will get fired soon along with the whole Customer service.

Power game from the state company that have 0 understanding or care for customers.
We purchased digitally vignette and accidentally and automatically ASFINAG web shop pulled out for payment registration number from our previous car that we do not own anymore. We alse enabled tunnel fee payments for car that we own.
Even I sent to ASFINAG evidence that we paid all fees, they still charged us penalty of 120 Euro as we did not buy vignette. ASFINAG is not interested in evidence and if you pay or not, only that admin wise all worked well.
End game, whatever you say, nothing will change as we have no option to travel but using ASFINAG.

shop.asfinag.at doesn't work from Bosnia and Herzegovina...

For a country as Austria we have expected more than robbing foreigners. We have paid for a substitute toll, not only Austrian but also Slovenian and Slovakian. Had no issues with any except Austrian. We got a fine to our address in Croatia stating that a camera took a photo of us without a substitute toll at 11:59h. However, we bought it at 11:21h and straight put it on a windshield. As we got a fine, we have been calling and sending emails proving that we have a substitute toll STILL on the windshield same as the receipt that we did not throw away. After 2 weeks we got an email reply asking us to provide proof WHICH WE ALREADY DID, so we sent it again but still after 10 days, no further reply or a follow up. So we have sent 2 new emails on which we also didn't get a reply so as scared students that can't afford to pay 300-3000€ (as stated in the fine, that we have 4 weeks to pay 120 or the fine will be 300-3000€)we have paid a fine of 120€ for a substitute toll that we have originally bought. I guess Austria doesn't have enough money to pay for someone to reply to emails or it is a tactic for them to let the 4 weeks pass so that they can carge more. Makes us not visit Austria ever again same as not to move there as planned because of this kind of stuff and paying fines that shouldn't be given to us in a first place. This was really a bad, stressful and unnecessary experience.

Accidentally, I bought my ticket for the previous day of usage (I purchased a 1 day toll); therefore, my ticket was only valid for 2 hours, and the system hasn't notified me about it.

We got a 120€ penalty—remediation resulting from an error made in good faith wasn't an option. And it was very hard to speak with the customer operator in the chosen language.

It was an unpleasant experience.

I traveled through Europe this summer. I didn’t find a place on the road to pay to enter Austria.

But that was OK! I was prepared for a fine.

It’s just that 3 months later in October, I received a letter saying that my payment has not been done and my case is going to some Austrian authorities. I now have to pay 300 euros, almost 3 times the original fee.

I emailed ASFINAG. Explaining and asking for payment details. Instead of answering my email or informing me on anything: They forwarded my case (4 days after my email) to Austrian authorities.

3 weeks after my first email was sent, they inform me about the case being forwarded. Like WTF?!

I have been calling, sending emails and calling over and over… maybe 7 times now, and they are telling me they will call me back.

It’s unfair that I have not even had the payment details of my original invoice.
And when asking for it I’m being ignored.

In Sweden it’s illegal for companies to handle things this way.
I hope I get this solved by tomorrow

Terrible experience. They are scammers with system issues, and they even blame the customer for their own problems. Make sure to check your vignette ten times over!

ASFINAG Association of First National Gang...... business.
Is not important that you pay the road toll VIGNET, important that you afitted it at your windshield of you car in their manner!
Where are those EU law makers to declare that a illegal gangster manner to receive a lot of money: 120 € for a passage!

2 years of queue for works, increase of tariff and vignette. It is a shame

Wrongly fined by ASFINAG.

I bought a sticker at a gas station close to the Austrian border and attached it to the inside of the front window.

Two weeks later I am fined 120 EUR because the system did not register the sticker. How can this be my problem, impossible to prove two weeks after that it was in my window when I was in Austria?

I have send a copy of the bankscript showing I shopped at the gas station - reply: “it is not enough to buy it, you have to mount it as Well”. No s**t Sherlock, do you think I am an idiot? Of course I mounted it, and now I pay 120 EUR because they threat with 300 EUR fine if I don’t!

Thieves!