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The apf helped us a lot sorting out some issues we had with Wiener Linien. We got two fines of 115€

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.

Date of experience: Feb 13, 2026

Great arbitration board, they helped us a lot!!

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.

Date of experience: Feb 13, 2026

We are British Tourists and had an…

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.

Date of experience: Feb 11, 2026

They are really good

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.

Date of experience: Feb 11, 2026

Wiz Air paid me 400 euros for a flight…

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.

Date of experience: Feb 03, 2026

From Frustration to Gratitude: A Tourist’s Heartfelt Thanks

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.

Date of experience: Jan 29, 2026

I am fully satisfied

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.

Date of experience: Jan 20, 2026

They helped me when I overbooked in OBB

Date of experience: Jan 07, 2026

The APF handled our case with great…

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!!!

Date of experience: Nov 26, 2025

Enforcing customer's rights

Our flight was delayed by more than three hours. Austrian Airlines initially rejected our claim, stating that it was due to “severe weather conditions,” even though the weather was fine both at departure and during the stopover (where the delay began).After intervention by apf, the airline eventually agreed to pay the compensation.

Date of experience: Oct 09, 2025