Abysmal Customer Service from Oebb

[Belperpete]

The thread below already covers some examples, so thought I would add my own:
Extreme weather in Germany, Poland, Austria, Czechia - Travel Disruptions Expected

Last year, travel between Vienna Hbf and the airport was affected by single-line working due to engineering work, and on the day I was due to fly, there was only one train an hour to the airport, from the main station. I caught my train, and we set off on time, only to come to a halt in the middle of an industrial area somewhere. The driver eventually made a dual language announcement that there was an issue with the train, and he would give more information in due course. After another long wait, he came back to say that we would be proceeding at slow speed. Only we didn't. After another long wait, he made a brief announcement in German only, and I found out from other passengers that he had said the train was cancelled. However, no-one seemed to know what this meant in practice, as we were in the middle of nowhere, not even at a platform. Eventually we set off backwards, running non-stop to the Hbf. Fortunately I had left plenty of time, but there were a lot of people with luggage, clearly with flights to catch, who were getting quite agitated. We pulled into the main station with no further announcements, either on the train or on the platform, or any sign of any staff to get help from.

I had been checking the times of later trains to the airport, and had seen that we would probably be back with a few minutes to spare before the next hourly train. But no, they held us outside until it had left. We finally got back to where we started, in the main station, over an hour after we had set off. The platform was packed with people waiting to get on, with the platform displays advertising an imminent departure to somewhere else, so our train-load of passengers and luggage had to fight our way through them.

I went to the information office to see what they had to say. It was clear that they couldn't care less, no apology, nothing. Just curtly informed that I had the best part of an hour to wait until the next train. I finally got to the airport two hours late. There were a lot of people making a very panicked dash onto the escalators to the airport.

This year I had a three-leg journey from Vienna to Stuttgart. As I was making my way to Vienna Hbf, I got a message from DB to say that the train forming the third leg of my journey had been cancelled, my ticket was valid on another train, but that train was likely to be very busy so I was advised to make a reservation. However, when I attempted to do so, I got the message that reservations were allocated at time of booking! I went to the OeBB information centre at Vienna Hbf to see if they could help, and was told very curtly that they didn't deal with such things (what do they deal with?), and advised to go to the booking office. Fortunately I got seen just in time, only to be told that their system showed my original train as running, so there was nothing they could do! (indeed, when on the train forming the second leg of my journey, its screens still showed it had a connection onto the now-cancelled train) I was advised to ask when I got somewhere with some DB staff.

Fortunately I had paid for a reservation for the train forming the second leg of my journey, as it was full and standing. Unfortunately it was not shown on the seat display, and the person sitting there declined to move. My itinerary showed it as a DB-operated train, but it was OeBB stock, and the conductor who came through was wearing OeBB uniform. He clearly had no interest in resolving the situation, just saying that there was nothing he could do about it.

In my experience, when travelling by train in the UK and something goes wrong, you can usually find a member of staff who is at least sympathetic, even if they can't help. In comparison, the sheer indifference shown by OeBB staff seemed quite shocking.

 

[Starmill]

You have an unquestionable right to the reservation fee(s) back if you had a reservation and couldn't sit down, no matter what the reason for no seat being provided. Obviously that doesn't help much. For the delay unfortunately you have to refer to the usual compensation policy which is often very poor.

 

[rvdborgt]

This year I had a three-leg journey from Vienna to Stuttgart. As I was making my way to Vienna Hbf, I got a message from DB to say that the train forming the third leg of my journey had been cancelled, my ticket was valid on another train, but that train was likely to be very busy so I was advised to make a reservation. However, when I attempted to do so, I got the message that reservations were allocated at time of booking! I went to the OeBB information centre at Vienna Hbf to see if they could help, and was told very curtly that they didn't deal with such things (what do they deal with?), and advised to go to the booking office. Fortunately I got seen just in time, only to be told that their system showed my original train as running, so there was nothing they could do! (indeed, when on the train forming the second leg of my journey, its screens still showed it had a connection onto the now-cancelled train) I was advised to ask when I got somewhere with some DB staff.

Was the 3rd train actually cancelled? DB send out quite scary-looking messages for the tiniest of changes, such as tiny changes in departure or arrival times.

Fortunately I had paid for a reservation for the train forming the second leg of my journey, as it was full and standing. Unfortunately it was not shown on the seat display, and the person sitting there declined to move. My itinerary showed it as a DB-operated train, but it was OeBB stock, and the conductor who came through was wearing OeBB uniform.

International trains are often a co-operation. In Austria, they're ÖBB-operated; in Germany, they're DB-operated. DB or ÖBB rolling stock may be used and DB or ÖBB staff may be working on the train, both regardless of who is the actual operator.

He clearly had no interest in resolving the situation, just saying that there was nothing he could do about it.

IMO that means he didn't do his job.

 

[Belperpete]

You have an unquestionable right to the reservation fee(s) back if you had a reservation and couldn't sit down, no matter what the reason for no seat being provided. Obviously that doesn't help much. For the delay unfortunately you have to refer to the usual compensation policy which is often very poor.

Who do I ask to refund the reservation fee? I booked on the DB website, the itinerary shows it as a DB-operated train, but it was ÖBB stock and conductor. And realistically speaking, with no proof that there was no reservation displayed, what chance do I stand of getting a refund?

I wasn't actually delayed getting to my final destination. The third train was replaced by a train of different stock, with less seats, running in the same times. Although DB eventually sent me another email with a new seat reservation on that train, there were no reservations displayed on the train itself, so it was another case of first-come first-seated. Fortunately I had plenty of time to board it, so had no trouble getting a seat.

 

[rvdborgt]

Who do I ask to refund the reservation fee? I booked on the DB website, the itinerary shows it as a DB-operated train, but it was ÖBB stock and conductor. And realistically speaking, with no proof that there was no reservation displayed, what chance do I stand of getting a refund?

You request a refund from the place where you bought it.
As to the operator: there's no direct relation between the staff uniforms or the rolling stock colour and the operator. But that it doesn't matter here.

 

[duesselmartin]

Who do I ask to refund the reservation fee? I booked on the DB website, the itinerary shows it as a DB-operated train, but it was ÖBB stock and conductor. And realistically speaking, with no proof that there was no reservation displayed, what chance do I stand of getting a refund?

I wasn't actually delayed getting to my final destination. The third train was replaced by a train of different stock, with less seats, running in the same times. Although DB eventually sent me another email with a new seat reservation on that train, there were no reservations displayed on the train itself, so it was another case of first-come first-seated. Fortunately I had plenty of time to board it, so had no trouble getting a seat.

usually when you show the passenger occupying your seat, he/she will move. Otherwise train staff are helpful.
As to DB, I never had any difficulty getting any refunds despite applying very frequently. It does take time however with the masses of claims coming in.

 

[Belperpete]

usually when you show the passenger occupying your seat, he/she will move. Otherwise train staff are helpful.
As to DB, I never had any difficulty getting any refunds despite applying very frequently. It does take time however with the masses of claims coming in.

As I said in the OP, the person in my seat refused to budge (probably because it was obvious they wouldn't find another seat), and the conductor was no help whatsoever.

I will try emailing DB and see what happens.

 

[Starmill]

usually when you show the passenger occupying your seat, he/she will move. Otherwise train staff are helpful.
As to DB, I never had any difficulty getting any refunds despite applying very frequently. It does take time however with the masses of claims coming in.

The problem is when trains are all seats taken people just don't want to move.

If the labels are not in place on a train where they're usually labelled, as is the case here, the chance of the other person moving is very slim.

 

[Bletchleyite]

If the labels are not in place on a train where they're usually labelled, as is the case here, the chance of the other person moving is very slim.

What I wonder is OeBB's policy on missing labels? I guess it'd be UK style, i.e. they don't apply if not labelled?

 

[Starmill]

As I said in the OP, the person in my seat refused to budge (probably because it was obvious they wouldn't find another seat), and the conductor was no help whatsoever.

I will try emailing DB and see what happens.

Agreed not to pay attention to the colours on the train or on the staff uniform, just look at the data sources online and on your booking confirmations etc. If you did accidentally send the claim to the wrong operator they'd probably just respond to your email saying so anyway. But in this case I think you're emailing the correct one.

 

[yorkie]

What I wonder is OeBB's policy on missing labels? I guess it'd be UK style, i.e. they don't apply if not labelled?

I would certainly hope so! Unfortunately when travelling abroad, it can be tricky because some countries have a concept of "invisible reservations" but more sensible countries/operators do not do that.

If a reservation is not honoured, then as a minimum the fee for the reservation must be refunded. Some operators may go further and provide additional compensation if no alternative seat is available (e.g. LNER do that).

Unfortunately compensation in many countries is far less generous than it is in the UK, but the right to a refund of any reservation fees must surely be absolute.

 

[Belperpete]

I did initially think that the display for the pair of seats concerned had failed as it was just blank, whereas I could see reservations shown on the displays above some of the other seats, but it did spring into life (along with those for all the other seats) when we reached the end of the journey.

 

[Starmill]

I did initially think that the display for the pair of seats concerned had failed as it was just blank, whereas I could see reservations shown on the displays above some of the other seats, but it did spring into life (along with those for all the other seats) when we reached the end of the journey.

There could easily have been a technical fault with the labels, unfortunately that's quite common.

== Doublepost prevention - post automatically merged: 8 Nov 2024 ==

usually when you show the passenger occupying your seat, he/she will move. Otherwise train staff are helpful.
As to DB, I never had any difficulty getting any refunds despite applying very frequently. It does take time however with the masses of claims coming in.

For further information about delays, DB do publish their policy in English at this link: https://int.bahn.de/en/booking-information/passenger-rights/legal-regulations

Unfortunately it is unlikely to be helpful to the OP.