Agentur für Passagier- und Fahrgastrechte Reviews 89

Excellent experience with the Austrian Agency for Passenger Rights (APF). After months of unsuccessful attempts with Air France customer service and no meaningful progress through the French mediation channels (DGAC and MTV travel), APF handled my EU261 claim with remarkable efficiency and professionalism.

My case was reviewed quickly, the airline was contacted promptly, and compensation was secured in less than one month. Special thanks to Paul Hahne for the clarity, responsiveness and professionalism throughout the process.

A truly effective and passenger-oriented organisation. Highly recommended.

I had a problem with AIR Canada, which refused to recognize my compensation claim for a cancelled flight due to an alleged technical issue with the aircraft. According to AIR Canada, everything was fine and they closed the case. I was very upset and didn’t know how to resolve the situation.
Then I found APF, an agency that helps people with cases like this. They took over my entire case and handled it successfully. In less than a month from the start of the process, the money was in my account.
A very special thank you goes to Mag. Paul Hahne, who was responsible for my case. Thank you once again for your professionalism, kindness, and excellent work. You are amazing!
Best regards,
Irena Honzírková

I had an excellent experience with the Agency for Passenger and Passenger Rights (apf).

After spending three months exhausting all avenues directly with the airlines involved (SWISS, Austrian Airlines and Brussels Airlines) and even the airport, I was getting nowhere with my claim. I approached the apf and was assisted by Isabella who stepped in and handled the case professionally, clearly and efficiently.

The apf provided guidance throughout the process and ultimately helped achieve an out-of-court settlement, which I had been unable to secure on my own. Their support made a real difference at a point where I had almost given up.

I am very grateful for their assistance and would highly recommend their service to anyone struggling with a passenger rights claim.

I had a very positive experience with APF. The airline initially refused to reimburse my replacement flight ticket, but with the agency’s support, the outcome ultimately matched what I had requested.

The service was fast and friendly. I could not make it without their support and professionalism.

"After a firm refusal from ÖBB and losing 870 euros, I reached out to APF for arbitration. My mistake was easily made, and although I contacted ÖBB immediately, they refused to help or offer compensation because it was a 'non-flex' ticket.
Luckily, APF was very helpful and efficient. They managed to recover 70% of the amount in the form of a voucher. Although APF pushed for a 90% refund, ÖBB wouldn't cooperate further. Still, 70% was the best possible outcome, and I’m very grateful to APF for their help."

I had a great experience with the Agentur für Passagier- und Fahrgastrechte. My flight was canceled, and the airline initially only offered a refund, which didn’t cover the full impact of my travel disruption.
The agency stepped in and handled everything professionally and efficiently. They were able to secure compensation that fully covered all my travel-related costs, which I wouldn’t have managed on my own.
I truly appreciate their support and would highly recommend their services to anyone dealing with flight cancellations or passenger rights issues.

I had a very positive experience with APF (Austro Control) regarding a cancelled flight case.

My flight was cancelled at the airport due to operational reasons, and the airline initially refused to reimburse my full expenses, offering only a partial voucher and rejecting valid receipts based on “invoice format” arguments.

After submitting my case to APF, the process was handled in a highly professional, structured and transparent manner. Communication was clear, and I was kept informed throughout the procedure.

As a result, the airline agreed to pay:
– €400 compensation under EU Regulation 261/2004
– Full reimbursement of my hotel and meal expenses

This outcome was achieved without the need for legal action, and APF ensured that EU passenger rights were correctly applied.

I strongly recommend APF to any passenger facing unfair treatment by an airline. The service is efficient, impartial, and highly effective.

I had an excellent experience with APF! After my long-distance flight was cancelled by Iberia due to the pilot getting sick, Iberia refused to pay the compensation required by EU law. I filled out the APF form, they mediated and in the end I got the compensation I was originally entitled to. All super uncomplicated, and very friendly service. Thank you so much! I highly recommend them!

I had issues with Pegasus airlines when it was clearly the fault of the airline. I initially tried to resolve the issue on my own by reaching out to the airline, however this was unsuccessful. After which I reached out to APF and got my issue resolved. Got the reimbursement of the additional costs caused by the airline and on top even the compensation of €600. The overall process was very smooth. APF was very professional and prompt in reaching out/ responding. Highly appreciate the support provided!

An excellent and efficient experience with APF. We got stuck in Wien in Feb due to the snow storm. Flixbus didnt communicate any delays or cancellations of their buses. we waited for 3.5 hours in freezing conditions. Flixbus refused to refund us for the non-service of their buses. In the end APF helped efficiently and Flixbus refunded us.

Super excited

The apf helped us a lot sorting out some issues we had with Wiener Linien.
We got two fines of 115€ each, 230 euro in total for not intentionally validated the tickets before boarding the train, of course we didn’t know the system as not many information were given from the machines and no offices or kiosks were in the station. The inspectors who held us at the station then when we got fined were rude and aggressive, they tried to force us and pay the fines on the spot,after they asked us our Ids, it was an horrible experience with Wiener Linien, it was our second day in Vienna and we were so disappointed, really our short vacation there was totally ruined. No mercy at all from the inspectors, we got harassed. We reported those inspectors with photos of their badges, as I promptly took them on the spot. We paid 22,60€ each for 7 days travel tickets and on the them there was printed date and time of the purchase. We thought our tickets were automatically already valid because of that. Anyway we didn’t give up and researched online someone who really could help us. Finally the arbitration board helped us a lot reaching a compromise with Wiener Linien.
We tried to appeal but we were told hard luck, Vienna is hard and there are no exceptions. So we went through the Arbitration Board who were instantly sympathetic to our case and apologised on behalf of the Vienna underground and that if we wished to take it further, we had a few questions to answer which we were more than happy to oblige. The Arbitration team were extremely efficient and professional and assured us they would now proceed to appeal.
We are really happy we could finally get some real help from the apf, the agent who assisted our case have been very kind and professional.
We thank you so much!! Have a great day.

We are British Tourists and had an awful experience with Wiener Lienen (Vienna underground). The fact that the rules changed on 1st Jan 2026 and we visited on 11th Jan 2026, we did not know that Senior tickets cannot be bought at a ticket machine. We were stopped by a controller dressed all in black on the train and told to get off, he was extremely aggressive and withheld my passport until we paid a fine of 270 Euros on the spot. We tried to appeal but were told hard luck, Vienna is hard and there are no exceptions. So we went through the Arbitration Board who were instantly sympathetic to our case and apologised on behalf of the Vienna underground and that if we wished to take it further, we had a few questions to answer which we were more than happy to oblige. The Arbitration team were extremely efficient and professional and assured us they would now proceed to appeal. About a week later we got confirmation of a compromise which we were happy to accept. The Arbitration team thanked us and closed the case. We can't thank them enough for their assistance and wouldn't hesitate to advise anyone to use their services.

They are really good, with a fast response time. I got a judgement in my favour against Turkish airline after they refused to pay the necessary compensation.

Wiz Air paid me 400 euros for a flight delay. At first, they refused when I contacted them directly, but when I contacted this company, they resolved the issue in one day.

I ran into a ticketing problem with a European train operator while planning my two‑week journey through Central Europe—a once‑in‑a‑lifetime trip for me. The issue arose partly from my own mistake and partly from the operator’s customer‑unfriendly booking system, which makes such errors far more likely for unfamiliar users.
After a few exchanges, the operator’s feedback channel stopped responding entirely, leaving me feeling stranded. In my frustration, I reached out to this Agency. From the very first contact, I was met with a sincere and dedicated team who genuinely wanted to help a helpless tourist from overseas.
What impressed me most was how efficiently and promptly they resolved the issue. Their professionalism, patience, and thoughtful support made all the difference. I am deeply grateful. This Agency is truly a gem in Europe, and it transformed my entire travel experience into a positive one.

My thanks go to Mr. Paul, who handled my claim. Case was closed in less than a month, including a full payment of compensation. Overall, the service is satisfactory, quick and very informative.

The APF handled our case with great professionalism and fairness. Communication was clear, timely, and very supportive throughout the process. They carefully reviewed all details, mediated effectively, and helped us reach a reasonable and balanced solution.
We truly appreciate their kindness and impartial approach. Thank you, APF! Special thanks to Mr Trojer!!!