Submitting a claim to ÖBB
We can submit a claim on your behalf for a cancelled or delayed ÖBB train. If your ÖBB journey was delayed, you may be able to claim compensation if the delay can be attributed to the operator.You can submit a claim directly to ÖBB for a delay or disruption to your trip, or in the event of serious illness or bereavement. The following guidelines will assist you to submit a claim to the ÖBB customer service team.
IN THIS ARTICLE
Required details & documents
We will need the following from you to submit a claim. Please click "More Help" on the bottom right side of your screen and message us with the following information:
- Your booking details Please include your Rail Europe booking reference (it begins with "RE-"), passenger names and your train number. (You can find this in your Rail Europe booking confirmation email, e.g. Railjet 545.)
- Details of your disruption Please include information about the length of the delay, or any other relevant details.
- Receipts for any other expenses incurred (if applicable) If applicable, you should submit receipts for expenses in accordance with the Conditions of Carriage, e.g. alternative transport/taxi receipt, or a hotel bill if overnight accommodation was necessary. A photo/scan of these documents is acceptable, but we recommend retaining the original copies until your claim is resolved.
Illness / Bereavement
ÖBB may consider a refund if a passenger is hospitalised on the date of travel, or if you experience bereavement of an immediate family member. You must provide a hospital note, a doctor's letter stating you cannot travel, or a copy of a death certificate.
You should always claim via your travel insurance company first, if you have coverage. ÖBB will only consider (but not guarantee) refunds for unavoidable expenses incurred as a direct result of their delayed or cancelled train. For example:
- Overnight accommodation.
- Transport between the station and your accommodation.
ÖBB will not cover any other expenses.
If you need to make a claim for additional expenses, you should add a short explanation and attach supporting documents in your message to us.
How will the refund be paid?
Once ÖBB approves your compensation (usually within 30 - 60 days), we will refund the payment card used for booking, and we'll send you an email to confirm. Though refunds are immediate from our end, it usually takes a few business days to reach your account.