Since 01.03.2013 passenger rights in bus and coach transport are valid under Regulation VO 181/2011 of the European Parliament and the European Council. This Regulation lays down rules for bus and coach transport applicable to regular passenger services operating within the EU for a distance of 250 km or more. Some of the provisions apply to all transport services, including shorter distance services.
For example, the Regulation contains passengers 'rights in the event of accidents, in particular compensation and assistance under such special rights for persons with reduced mobility, or passengers' obligation to provide information in the event of cancellations or delays, or any refunds thereon.
Information on online dispute resolution pursuant to Art. 14 para. 1 ODR-VO can be found at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN
The arbitration board for disputes of passengers of motor lines with the transport company (according to Art 28 of EU Regulation No. 181/2011) is the
Independent Agency for Passenger and Passenger Rights (apf)
Passengers who disagree with the decision of the company can contact the apf in Austria.
Please submit your documents by means of a complaint form at www.passagier.at.
If the electronic transmission is not possible for you, please send the documents by post to:
Passenger and Passenger Rights Agency, Railway Department
Left Vienna line 4/1/6