Conditions of Carriage

Conditions of carriage of Wiener Linien GmbH & Co KG

Valid from 6 December 2024

Published by: Wiener Linien GmbH & Co KG 
FNr 181593z

represented by: Wiener Linien GmbH
FNr 174296v
UID: ATU 47055001

A-1030 Vienna
Erdbergstraße 202
P.O. Box 63

Line U3 Erdberg
www.wienerlinien.at

Contents

A. Scope of application and conclusion of contract
B. Transport service
C. Tickets
D. Fare and refund
E. Verification of tickets
F. The most important rules of behaviour
G. Not permitted
H. Exclusion from the use of our vehicles and facilities
I. Special rules of conduct for the carriage of hand luggage, wheelchairs, pushchairs and bicycles
J. Carriage of animals
K. Lost and abandoned items
L. Fees

A. Scope of application and conclusion of contract

You conclude a contract of carriage with WIENER LINIEN when you:

• board a tram or bus (operated by Wiener Linien or on behalf of Wiener Linien) or
• pass the ticket validation barrier in an underground station (this is the area in underground systems where ticket validators mark the area where tickets must be purchased). This applies regardless of whether you are travelling on an underground train or not.

With the conclusion of each contract of carriage, our conditions of carriage are deemed to have been agreed and accepted.

B. Transport service

You are entitled to carriage in WIENER LINIEN vehicles and in buses operated on behalf of WIENER LINIEN if:

• you comply with the WIENER LINIEN conditions of carriage, the WIENER LINIEN house rules, the tariff regulations of Verkehrsbund Ost-Region (www.vor.at) and the applicable legal provisions (www.ris.bka.gv.at),
• the officially authorised capacity of the vehicles used in regular service is sufficient, and
• transport is not prevented by circumstances for which WIENER LINIEN is not responsible and cannot avert (‘force majeure’).

C. Tickets

1) Tickets are all single tickets and season tickets issued by Verkehrsverbund Ost-Region, as well as special offers valid for the Vienna core zone. Single tickets are available for one or two journeys. Season tickets are, for example, the 7 or 31-day WIEN tickets and the annual ticket. Special offers are available for pupils, apprentices and students, for example. You can find more information on the entire range of tickets offered by WIENER LINIEN at our information and ticket offices, at our ticket machines and on the websites www.wienerlinien.at and https://shop.wienmobil.at as well as in the WienMobil app.

2) You can buy tickets e.g. with the WienMobil app or in our online ticket shop at https://shop.wienmobil.at, at our information and ticket offices, our ticket machines or at our sales partners (tobacconists).

3) You must be in possession of a valid and, if applicable, validated ticket from the validation barrier in the underground stations or when boarding the tram (see also point 4) or bus. In the event that you start your journey with a digital ticket, you must be able to present this via the WienMobil app (or via the apps of other transport companies) from the validation barrier in the underground or when boarding the tram or bus.

4) If you are unable to purchase a ticket at the stop, you must purchase a valid ticket before boarding our vehicles (e.g. in the WienMobil app). If you are travelling by tram, you can also purchase a ticket from the ticket machine immediately after boarding. This must be validated. 

5) Keep your ticket until you get off the tram or bus or until after the validation barrier in the underground station.

6) Tickets that have been written on (with the exception of the obligatory entry of the name or ID number/matriculation number with a document-proof pen), printed on, cancelled several times or incorrectly (e.g. on the reverse) or otherwise altered (e.g. cutting up strip tickets, lamination) are invalid and may be taken and retained by Wiener Linien.

7) It is not possible to interrupt a journey when using a single ticket. If a short walk is necessary to reach a transfer point directly, this does not count as an interruption to the journey.

D. Fare and refund

1) The fare to be paid for the respective transport service can be found in the applicable fare regulations of the Verkehrsverbund Ost-Region. These can be obtained from the information and ticket offices and can be accessed via the WienMobil app and on our website under Tickets - Wiener Linien.

2) Please note that you will have to pay a higher fare for tickets purchased directly on the tram. Please have the required amount counted out ready, as the availability of change cannot be guaranteed.

3) Count your change immediately. Later complaints cannot be considered.

4) There is no entitlement to a refund of the fare for the return of tickets for the Vienna core zone. This is done by Wiener Linien exclusively on a voluntary basis. The relevant regulations can be found in the fare regulations for the Eastern Region Transport Association.

E. Ticket inspection

1) In the event of an inspection, please present your ticket and hand it over to our employees for inspection on request.

2) If you are unable to present a valid (possibly validated) ticket within our facilities from the validation barrier in the underground station or in our vehicles, you will pay an additional transport fee of EUR 102.40 (point L.1.a) in addition to the price of a regular ticket (e.g. single ticket, reduced fare ticket). If payment is made later, the additional fee increases to EUR 112.40 or EUR 142.40 (point L.1.b or point L.1.c).

3) If you prove within two weeks via our online contact form at helpcenter.wienerlinien.at or at the WIENER LINIEN Customer Centre U3 Erdberg that you were the holder of a valid personalised ticket at the time of the inspection, the additional transport fee will be waived. This does not apply to additional transport fees paid anonymously directly at the inspection (see point E.5.).

4) We reserve the right to charge a handling fee of EUR 10.00 for any administrative work caused by you (point L.2.).

5) If you pay the additional carriage fee in cash/cash equivalents immediately upon inspection, no personal data will be stored by our employees and you will remain anonymous. Therefore, we can only use personalised tickets (e.g. annual tickets or Top Youth Tickets) after the inspection to cancel the additional transport fee if you provide your personal data during the inspection. We recommend that passengers with personalised tickets that they cannot show immediately at the ticket inspection do not pay the additional transport fee on the spot and contact the Wiener Linien customer service within two weeks of the inspection to submit the personalised ticket.

If you do not pay the additional transport fee immediately, our employees are authorised to verify your name using your photo ID and your address. The assistance of the police can also be requested for this purpose. If it is not possible to establish your identity by means of photo identification, you will not be able to continue your journey.

6) If you do not pay the additional transport fee, WIENER LINIEN reserves the right to take legal action against you.

F. The most important rules of behaviour

1) If possible, take a seat in the vehicles of WIENER LINIEN or ensure that you have a secure hold by using the available holding devices.
Persons accompanying children must ensure that the children find a seat after boarding or ensure that they have a secure foothold.

2) Be considerate of other passengers (e.g. elderly and infirm persons, persons with small children, pregnant women).

3) Passengers alighting have priority over passengers boarding; keep the required areas in front of the vehicle doors clear.

4) Follow the instructions of WIENER LINIEN employees. 

G. Not permitted is:

a) Any action that prevents the smooth running of operations and/or could disturb our employees in the performance of their work. Furthermore, any action that permanently disturbs the privacy of other people or constitutes irreverent behaviour.
b) Getting in and out of vehicles after check-in (acoustic and/or visual signal above the doors).
c) Throwing and/or holding objects from the vehicles and/or from a facility.
d) Standing or kneeling on the seats. 
e) Smoking (also e.g. vaping e-cigarettes and the like). 
f) Making noise and playing music (with the exception of playing music authorised by WIENER LINIEN in the designated areas). 
g) Any action or activity that poses a danger to other passengers (e.g. handling fire, sharp and/or pointed objects and the like) or harasses them. 
h) Riding bicycles, skateboards, inline skates, scooters and the like. 
i) The consumption of alcoholic beverages.
j) Begging.
k) Offering and selling goods of any kind.
l) The carrying of firearms, as well as the visible carrying of weapons of any kind (except for organs of the executive (BMI), financial administration (BMF) and national defence (BMLV) during the performance of their duties).
m) The transport of dangerous objects and/or animals (exception see point J.1).
n) Contaminating our vehicles and facilities.
o) Carrying dogs without a muzzle and lead (exception see point J.3).
p) Eating in U-Bahn vehicles; however, the transport of food in closed containers is permitted.
q) Damaging our vehicles and facilities.

1) If you violate the above points a) to p), you will pay an amount of EUR 50.00. If you violate point q), you will pay the actual damage caused.

2) For the safety of our passengers, our vehicles and facilities are equipped with emergency devices (emergency call points, emergency brakes, emergency door buttons, fire extinguishers, smoke detectors and emergency hammers). Use these emergency devices in case of danger to yourself or others or if you need help. The basic rule is: If in doubt, it is an emergency! In the event of deliberate misuse, you will be fined EUR 93.00 (point L.4.).

3) If your behaviour in our vehicles and facilities leads to an above-mentioned payment obligation and you refuse to pay immediately, you are obliged to identify yourself so that our employees can record your data. If necessary, the police will be called and you will be excluded from further transport.

H. Exclusion from the use of our vehicles and facilities

1) We must exclude you from using our vehicles and facilities if you disrupt safety and order and do not follow the instructions of our employees.

2) Children under the age of six are not permitted to use our facilities and vehicles unless accompanied by a minor of at least legal age.

3) If you give a reason for exclusion while using the facilities and vehicles, you may be asked by our staff to leave the facility or vehicle. In this case, the fare paid will not be refunded.

The duration of the exclusion depends on the severity and frequency of the offence.

I. Special rules of conduct for the carriage of hand luggage, wheelchairs, pushchairs and bicycles

1) Items that you can hold on your lap or in your hand during the journey in our vehicles without obstructing, soiling, disturbing or endangering other passengers are considered hand luggage (e.g. scooters only when folded, shopping trolleys, etc.). You can take these items with you free of charge in our vehicles and facilities. It is at the discretion of our employees to exclude you from the journey if the above conditions are not met. In such cases, the fare will not be refunded and you may be liable to pay compensation.

Please understand that, for safety and space reasons, only one scooter per person is permitted in our vehicles.
Out of consideration for other passengers, please remove large rucksacks before boarding our vehicles. 
You are obliged to supervise the items you bring with you at all times. To ensure the safety of all passengers, the police will be called if suspicious, unattended items are found. In this case, you may be liable to pay compensation - both to WIENER LINIEN and to the intervening authorities.

2) If you use our vehicles and/or facilities with your wheelchair, e-wheelchair or electric scooter (small, two-lane, open and electrically powered light vehicles that can only carry one driver (plus a small amount of luggage, e.g. shopping) and are mainly used by people with reduced mobility), please note that the wheelchair, e-wheelchair or electric scooter must not exceed the following dimensions:

• Width: max. 800 mm
• Length: max. 1,250 mm
• Turning circle: max. 1,500 mm
• Weight (incl. driver and luggage): max. 250 kg
• The diameter of the wheels must be such that you can easily manage the gap between the vehicle and the edge of the platform or the folding ramp on your own.

Wheelchairs or electric wheelchairs or mobility scooters must have a functioning locking device and must not exceed a maximum travelling speed of 10 km/h.

Only use the entrances labelled for this purpose with your wheelchair. Park your wheelchair at the designated parking spaces in the intended direction, pull the brake and secure it with the restraining devices attached to the parking spaces. It is forbidden to use the escalators with the wheelchair.

3) Every pushchair must be driven by a person who is at least a minor. Only use the designated entrances with your pushchair. Place the pushchair in the designated parking spaces in the intended direction, pull the brake and also secure it with the available fastening devices. If you are travelling with a double pushchair, use the entrances and parking spaces for wheelchairs. It is forbidden to use the escalators with the pushchair. Secure your pushchair to prevent it from rolling away and be aware of the draught of incoming underground trains and the crowds in the stations.

4) Bicycles may only be taken on underground trains from Monday to Friday from 09:00 to 15:00 and again from 18:30 to closing time, as well as all day on Saturdays, Sundays and public holidays. This applies to standard bicycles with one seat and two wheels without motorised drive and e-bikes with battery drive and pedal assistance. Bicycles with starting assistance, cargo bikes, transport bikes, Segways, etc. are prohibited. Bicycles may only be pushed in our facilities without exception. For safety reasons, it is forbidden to use the escalators with a bicycle.

Only use the designated entrances with your bicycle and park it at right angles to the direction of travel. There is only space for a maximum of two bicycles per boarding area in our underground trains. Our passengers in wheelchairs and passengers with pushchairs are given priority. In the event that all parking spaces are already occupied, please wait for the next underground train. 

Please note that you are not entitled to transport with your bicycle, especially not to the simultaneous transport of several bicycles. If necessary, you must wait for the next underground train with sufficient space.

In case of doubt, our staff will decide whether objects, wheelchairs, pushchairs and bicycles may be carried.

J. Taking animals with you

1) You may take small, harmless pets on our facilities and vehicles free of charge. These animals must be kept in a closed container (e.g. a carrier basket for cats) in such a way that injuries and contamination of other passengers can be ruled out.

2) Dogs outside a closed container require a muzzle, lead and a valid ticket in accordance with the fare regulations of the Eastern Region Transport Association. If no ticket for the dog can be presented during an inspection, the owner of the dog will be charged an additional transport fee in accordance with point L.1.

3) Assistance dogs (i.e. signal, service and guide dogs for the blind) that are labelled as such are not required to wear a leash, muzzle or ticket.

4) Please note that the simultaneous transport of a dog and a bicycle is not permitted.

K. Lost and abandoned items

1) We accept no liability for lost or forgotten items left behind in our facilities and vehicles.

2) Our employees accept lost property from our facilities and vehicles. We cannot issue a confirmation, including with regard to a finder's fee. 

3) Lost property will be handed over without exception to the Central Lost Property Service of the City of Vienna (1050 Vienna, Siebenbrunnenfeldgasse 3), which can be contacted on +43 1 4000 8091 and at fundsevice@ma48.wien.gv.at.

L. Charges

1) Additional carriage fee according to point E.2.) and point J.2.)
   a.) For immediate payment EUR 102.40
   b.) For payment within two weeks EUR 112.40
   c.) For later payment EUR 142.40

2) Processing fee according to point E.4) EUR 10.00                                                            
3) Fee according to point G. a) - p) EUR 50.00                                                        
4) Fee according to point G.2.) EUR 93.00