a woman in Wiener Linien work clothes talks to a man

How can we help you?

Here you can deal with your enquiry directly online, find frequently asked questions and more information.

Online Help Center: Handle your concern directly online

Do you have questions about your annual pass? Have you been found without a valid ticket and have to pay an additional fee? Do you have questions or problems when buying tickets online? Do you need help with the WienMobil app? Do you have praise, a complaint or a suggestion for us?

Whatever concern you have: We are happy to deal with it!

Visit our online Help Center

Office Opening hours
U3 U6 station Westbahnhof Monday to Friday 06:30-19:00
Saturday, Sunday, public holidays 09:00-16:00
U1 station Hauptbahnhof Monday to Friday 06:30-19:00
Saturday 09:00-16:00
U6 station Floridsdorf Monday to Friday 06:30-19:00
U1 U4 station Karlsplatz Monday to Friday 06:30-19:00
U3 U4 station Landstraße Monday to Friday 06:30-19:00
U1 U2 station Praterstern Monday to Friday 06:30-19:00
Customer Centre Erdberg
Erdbergstraße 202, 1030 Vienna
U3 station Erdberg (exit Franzosengraben)
Monday, Tuesday, Wednesday, Friday 08:00-15:00
Thursday 08:00-17:30
Service Treff Spittelau
Spittelauer Länder 45, 1090 Vienna
U4 and U6 station Spittelau (exit Josef-Holaubek-Platz)
Monday, Tuesday, Wednesday, Friday 08:00-15:00
Thursday 08:00-17:30

Frequently asked questions (FAQ)

Click the button to choose a category.

Wiener Linien’s fleet of vehicles is being progressively modernised, with old trams being replaced by new ULF (ultra-low-floor) trams every year. In the meantime, care is being taken to ensure that ULF trams are spread as evenly as possible across the network.

Nevertheless, even though the deployment of ULF trams is carefully planned, factors such as road traffic accidents, bad parking, faulty trains and many others may result in the trams being redeployed. In such cases, the intervals between the ULFs may be longer.

Wiener Linien regularly assesses the demand for public transport in its area of operations by monitoring traffic and counting passengers. The data collected in this way are used to determine the intervals of the services and the vehicles to be deployed. The aim here is to ensure the best possible service to passengers while, at the same time, making responsible use of financial resources.

In order to make sure that services keep to timetables and planned connections with other lines take place, the allocated amount of time spent at each stop must be strictly adhered to. Our drivers will, of course, wait for individual passengers if possible, but it is often the case that they cannot do this.

Every vehicle communicates its position to Wiener Linien’s master computer at regular intervals. The master computer analyses the geodata received and calculates the distance of the vehicle to the stop. This distance is then converted into a time value, taking into account the average speed for the respective time of day and the line in question. This time value, i.e. the countdown until departure, is used for passenger information displays, departure monitors or the public transport app, qando, among others.

This means that the distance of a vehicle from a stop is given in minutes. If the position of a vehicle does not change for any reason – such as if there is a delay because of particularly heavy traffic or other circumstances – the distance to the stop does not change either. This means that the value shown on the countdown display remains the same. If this remains the case for a longer period of time, a disruption message is displayed for the line in question.

Young passengers who do not go to school yet travel free of charge. Free travel with Wiener Linien also applies until the end of the academic year in which the child turns six. The rules of the ÖBB are different here: the sixth birthday is the cut-off date. Outside Vienna, free travel when accompanied by an adult ends when the child turns six.

During the school holidays in Vienna, on Sundays and public holidays, as well as on 2 and 15 November, children and youths may travel free of charge on Wiener Linien’s network until the age of 15. However, free travel does not apply on so-called school-free days (schulfreie Tage) that are approved by the respective school.

In the case of older pupils (excluding vocational pupils) who attend a state school in Austria or a private school with public status, this free travel rule applies until they turn 24. The school ID card is recognised as proof.

Wiener Linien drivers are required to help you board with a pushchair. Please only use the doors at the very front when boarding older trams.

Our drivers are happy to lower the bus. Please ask them to do so if your wish to board happens to be overlooked. In the case of short distances between stops and regular use, the pressure in the hydraulic system during the journey may be too low. In these rare cases, it is not possible to lower the bus.

Nearly 60 percent of all underground trains, trams and buses are currently air-conditioned. Buses have the highest proportion of air-conditioned vehicles (over 90 percent). Given that Wiener Linien has been buying air-conditioned vehicles for a number of years now, the proportion of such vehicles is steadily rising. However, rail-bound vehicles have a much longer lifetime than buses, which is why the switch is taking much longer here. Nearly 50 percent of all underground trains are currently air conditioned, while a little over one third of the trams are.

In air-conditioned vehicles, stickers on the tilt windows indicate that it is only possible to achieve a pleasant temperature if the windows remain closed. If there is no sticker on the window, then the vehicle does not have any air conditioning. In such vehicles, all windows should remain open when temperatures are high.

The ULF tram is the most modern tram in Wiener Linien’s fleet. However, the first generation of ULF trams is not equipped with air conditioning. The second generation, which has been in service since 2007, is air-conditioned and every newly acquired vehicle is delivered with air conditioning.

In an air-conditioned ULF tram, all handrails and straps are yellow (throughout the whole tram). You can also recognise air-conditioned U6 trains by the yellow handrails and red plastic seats throughout the train.

The air conditioning is used when the outside air temperature exceeds 25 degrees. The temperature in buses is reduced by a maximum of three degrees compared to the outside air temperature. On the underground and trams, the temperature is reduced by up to five degrees. In addition to this, the air is also dehumidified. The air conditioning is fully automated, which means that our drivers have no way of individually setting the temperature in the vehicles.

The primary reason is weight. Older vehicles are not designed to carry an additional air-conditioning unit on the roof – an air-conditioned tram weighs half a tonne more than a tram without air conditioning. In the case of newer vehicles, the additional weight was taken into account during construction. There are no plans to retrofit older vehicles for cost reasons.

It is important to know that the way in which the air conditioning of public transport works is very different to how buildings or cars are cooled. It is impossible to find the perfect temperature for every passenger. Passengers generate heat, and hot or cold air rushes into the vehicle at every stop when the doors open.

Moreover, trams and buses, and sometimes even the underground, travel above ground, which means that they are completely exposed to the elements. Bright sunshine and high temperatures, together with the factors stated above, reduce the performance of the air-conditioning system.

You can find out more about this topic on our blog (in German).

There are safety-related systems installed on every platform that are easy to find, located directly beneath the green SOS cube. The emergency call point is located next to the emergency stop button. Both buttons are red, highly visible and accompanied by with instructions.

If you activate the emergency call function, you will be immediately connected to an employee in the control centre. The emergency stop button brings inbound and outbound underground trains to a halt. The drivers receive a signal and are either no longer allowed to enter the station or are instructed to proceed at a very low speed. An alarm also sounds.

  1. Go to the green SOS cube – directly beneath this you will find the safety-related systems.
  2. Press the emergency call button. You will be connected to the control centre.
  3. Describe the situation. The control centre will turn on the cameras in order to assess the situation and send emergency services to the station.

Stay close to the person who needs help – not being alone has a calming effect.

  1. Go to the green SOS cube on the platform – directly beneath this you will find the emergency stop and emergency call button.
  2. Activate the emergency stop – this will prevent trains from arriving or departing.
  3. Notify the control centre via the emergency call button. It will send the emergency services.

Never go onto the tracks yourself. Stay close to the person who needs help – not being alone has a calming effect.

There are also systems in our vehicles to enable you to respond accordingly to emergency situations. The emergency brake and an intercom are located right next to the door when boarding the underground train, enabling you to establish contact with the train driver and explain the situation. When you do this, there will be no loud signal or other noise, meaning that you can get help without drawing attention to what you are doing.
If you pull the emergency brake when the train is located in a tunnel between two stations, the train will only stop when it reaches the next station. This is for safety reasons.

In case of doubt, it is an emergency. Please do not hesitate to use the safety-related systems installed on the public transport network. Do not wait for others to act if you see that someone needs help or is facing a dangerous situation. If the situation calms down, we ask you to inform us.

No. It is widely believed, incorrectly, that only police officers may physically stop people who run away. Wiener Linien employees may also stop people running away. This is particularly the case if the individual in question endangers other passengers while trying to escape.

No, there are certain situations where this is not the case. For instance, during large-scale inspections at key intersections. Employees are also there in civilian clothing and with no Wiener Linien safety vest. Of course, you can ask to see ID in case of an inspection. This ID includes the employee number and a picture of the inspector.

This is partially true. If a person is caught without a ticket and immediately pays the fine of EUR 105.00, then this person does not need to show any ID. If the passenger would like to pay the fine by means of a paying-in slip, however, they must show ID to the Wiener Linien inspector and the fine amounts to EUR 115.00, due within 14 days. If they refuse to show ID, the police will have to be called and the fine rises to EUR 145.00.

Yes. According to the conditions of carriage, in the event of an inspection, tickets must be presented to our employees ‘upon request and, if necessary, handed over for closer inspection.’ The requirement to hand over tickets also applies to electronic ones, i.e. mobile tickets for example.

No. As a rule, Wiener Linien passengers require a valid ticket before beginning their journey on public transport. Exception: Individuals who buy their ticket (at a slightly higher price) on the bus or tram must do so from the driver or the ticket machine immediately upon boarding. Mobile tickets must always be purchased before starting your journey. It can be determined when a mobile ticket has been purchased.

The core zone of Vienna comprises all lines within Vienna (train, Badner Bahn, bus, tram, underground and most regional bus lines).

It does not include airport buses, the Westbahn train and the City Airport Train (CAT).

If you have a Wiener Linien ticket, then you can travel with it to the following train stations:

  • Westbound to St. Pölten: Purkersdorf Sanatorium station
  • Southbound line to Wiener Neustadt: Liesing station
  • On the line to Ebenfurth: Blumenthal station
  • Eastbound to Gramatneusiedl: Kledering station
  • Eastbound to Hainburg-Wolfsthal: Schwechat Stadt station
  • Eastbound to Marchegg: Hausfeldstrasse station
  • Northwest to Korneuburg: Strebersdorf station
  • Northbound to Gänserndorf and Czech Republic: Süßenbrunn station
  • Northbound to Laa an der Thaya: Gerasdorf station
  • Franz Josef line towards Klosterneuburg: Nußdorf station
  • Badner Bahn: Vösendorf-Siebenhirten station

If the bag can be closed, i.e. the dog cannot look out and thus cannot bite other passengers, then the dog can be taken on public transport.

There are many different sizes of muzzles available. If you are unable to find a suitably sized muzzle, it is also possible to have one made to measure. Dogs in a closed box may be transported without a muzzle.

Your dog requires a muzzle and a leash as soon as you enter an underground station. This rule also applies to the lifts in the stations. Bus and tram stops are exempted from this rule.

Smoking has been banned throughout the underground network (stations and vehicles) for many years for safety reasons. Similarly, using e-cigarettes and similar devices is not allowed on public transport or at underground stations.

Dogs that are not transported in a suitable box must have a muzzle and a leash. Otherwise, the dog may endanger other passengers in the event of an emergency stop or if the vehicle is crowded. Assistance dogs that are entered in a disability pass only need a leash. They do not require a muzzle.

They need a half-price ticket for the public transport just like any other dog – unless they are transported in a closed box. Dogs being carried on laps and puppies must also have a muzzle and a leash.

Dogs require a half-price ticket, i.e. a reduced-fare single ticket. The half-price ticket is valid like a normal single ticket and may also be purchased online.

Of course you can take your dog with you on public transport – annual pass holders may even do this free of charge. Similarly, small dogs that are carried in a closed transport box travel free of charge. The box is primarily for the dog’s safety as, when there are many passengers, a small dog may be overlooked among all the people.

Assistance dogs (guide dogs, service dogs, signal dogs) that are entered in a disability pass may also travel free of charge.

Every passenger may take a maximum of one bicycle and must use the designated doors. A maximum of two bicycles are permitted per boarding area. If there is already one pushchair and one bicycle in the boarding area, no other bicycle may be placed here. It is not permitted to take a bicycle and a dog at the same time.

No, it is possible to take a bicycle with you free of charge with all tickets. However, as an annual pass holder, you have the advantage of being able to take it with you free of charge on ÖBB suburban trains and regional trains in Vienna (core zone).

You can find more information about cycling in Vienna at: www.fahrradwien.at (in German)

  • Monday to Friday (workdays): 9:00 am to 3:00 pm and from 6:30 pm
  • Saturday, Sunday and public holidays: no restrictions

Children under the age of 12 may only take their bicycle with them if accompanied by an adult. Please note: If you are travelling with several children under the age of 12, please ensure that every child with a bicycle is accompanied by an adult.

Yes, it is also possible to transport e-bikes free of charge. For safety reasons, it is forbidden to transport special models such as tandem bicycles or bicycles with auxiliary drives (except for e-bikes).

Please only board the underground using doors that are labelled with the bicycle pictogram. Place your bicycle in a position crosswise to the direction of travel. Do not leave it unattended. Hold it steady for the entire trip. Using the areas designated for pushchairs for your bicycle is forbidden.

It is possible to take bicycles on all underground lines from Monday to Friday 9:00 am until 3:00 pm and from 6:30 pm free of charge. It is permitted to take bicycles on the underground the whole day at the weekend. It is never permitted to take bicycles on trams or buses for safety reasons (exception: collapsible bicycles). These vehicles are not licensed to carry them either.

Every passenger may take a maximum of one bicycle and must use the designated doors (labelled with pictograms). A maximum of two bicycles are permitted per boarding area. If there is already one pushchair and one bicycle in the boarding area, no other bicycle may be placed here. It is not permitted to travel with a bicycle and a dog at the same time.

As a general rule, bicycles with a wheel dimension of between 30 and 50 cm (i.e. 12 to 20 inches) are suitable for children, depending on their height. This means that children’s bicycles are easy to carry and can be taken on public transport. Nevertheless, care must be taken to ensure that neither other passengers nor our services are disrupted by taking such bicycles with you.

Mopeds and e-scooters are not permitted on public transport due to their size and for safety reasons. Children and adults with normal scooters may, of course, take these on public transport. However, the scooter must be collapsed to avoid injuring other passengers.

Bicycles may only be pushed on our underground trains and at our stations. It is forbidden to travel on escalators with a bicycle. By the same token, it is not permitted to use scooters, inline skates, skateboards and similar things in the stations for safety reasons.

Bicycles parked at stops or underground stations must be removed because they may endanger the safety of other passengers – such as by blocking escape routes. Since May 2013, illegally parked bicycles that are removed by Wiener Linien employees are taken to the MA48 depot in Simmering. The bicycles may be collected from there for a fee.

No. Being loud, playing music and listening to loud music is not permitted in the facilities and on the vehicles of Wiener Linien. Even headphones can still be loud, so we ask you to listen to music at an appropriate volume.

Of course not. Nobody has anything against a short telephone conversation. However, we kindly ask you to refrain from talking loudly on the telephone out of consideration towards other passengers.

Begging, as well as offering and selling goods in any way, is not permitted on public transport. A number of steps have been taken to stop this. An example is the mobile station supervisors, who are highly visible, in addition to the existing station supervisor who oversees the CCTV surveillance.

Their job is to prevent passengers from being bothered at stations or on trains, to issue warnings to people who disturb the peace or to order them to leave vehicles and stations.

Our colleagues are out and about on the public transport and at the stations every day, ensuring that all the house rules are followed. However, please bear in mind that they cannot be everywhere at the same time. If you would like to help us, you can report what you see to our staff on site (drivers or station supervisors) or by calling our service hotline (01 790 9100).

No. Our underground stations are equipped with over 2,000 bins. We ask our passengers to put newspapers, leftover food, empty bottles, etc. into the designated bins and not to leave these behind in the vehicles and stations. Vehicles that are particularly dirty may also need to be taken out of service for cleaning. This causes disruption to services and may lead to longer waiting times.

Our video also shows you how to dispose of waste properly.

If newspapers are not taken away or disposed of in the designated bins, not only can they end up on the floor, but also on the underground tracks. All that it will take then is a small spark for the newspaper to begin glowing, smoking or, in the worst case, burning. This will result in disruptions to underground services.

Our short video shows how to dispose of newspapers properly.

There are various bins available to sort waste on the U3 (paper and other waste) and the U2 underground lines (paper, PET bottles, metal and other waste). We can only hand over waste for disposal that has been sorted. If, for instance, cans, bottles or other general waste are in the paper-recycling bin, these cannot be sorted again for organisational reasons.

In such cases, we then have to put the waste in the general waste container. Consequently, we kindly ask you to put paper in the paper bin, cans in the metal bin and drinks bottles in the bin for PET bottles.

Absolutely not. The consumption of alcoholic drinks is forbidden throughout the entire network, i.e. on the vehicles and at underground stations. Regular surveys clearly show that drinking alcohol on the underground, trams and buses is seen as bothersome by a considerable number of passengers.

Lost and Found

If you lose an item on one of our trams, buses or trains, or in a station, the Lost and Found Service of the City of Vienna is available to assist you. Please inquire about lost items by phone or email, and make sure to bring valid photo identification when picking an item up.

Lost and Found Service of the City of Vienna: Siebenbrunnenfeldgasse 3, 1050 Vienna

Wiener Linien Customer Service

  • Do you have questions about your ticket? Have you been found without a valid ticket and have to pay an additional fee? Do you have questions or problems when buying tickets online? Do you have praise, a complaint or a suggestion for us? Whatever concern you have: We are happy to take care of it!

Get in touch with us