Austrian Airlines Customer Service Issues

I purchased airline tickets to multiple destinations across Europe for next month (July) through an external agency called KIWI.com. Upon making the purchase, I immediately noticed an error in my name. After contacting their customer service number, I was informed that the name could be corrected but at an additional cost from both KIWI.com and each individual airline. Despite various attempts with KIWI.com, only some airlines have updated the name, excluding Austrian Airlines. My confidence in KIWI.com has greatly diminished, as I ponder if I have limited options due to their location in Czechoslovakia. I inquired about informing the airline directly about the name correction, and the receptionist mentioned it was acceptable. Apologies for the long explanation, but I am overwhelmed at the thought of potential complications with my ticket.

I am Robert H. Ortlieb Jr, and my wife is Loni Mouton Ortlieb. Our upcoming flight is UA495 on 8.31.18 from Vienna to Dulles Airport in Washington DC. Due to my disability and difficulty walking, I require a seat near the front of the plane on the left aisle. My booking confirmation is W2R7KK. Despite our previous request through United Airlines months ago, we haven't received confirmation of this seating arrangement. Kindly arrange for us to have the requested seating and inform us of our seat numbers and locations. For further communication, you can reach me at [redacted]. Your prompt assistance in accommodating my disability seating needs is greatly appreciated. Thank you for your help. Best regards, Robert H. Ortlieb Jr

Dear Sir/Madam, I have a flight from Ljubljana to Vienna and Prague on the return journey. I am unable to complete the web check-in for my return flight. Booking Reference: KQT5CD Flight Number: OS [redacted] Flight Details: Flight OS [redacted] - Austrian Airlines on Wed, 27 June [redacted] Departure: Prague, CZ (Ruzyne), Terminal 2 at 18:40 Arrival: Vienna, AT (Vienna International) at 19:35 Booking Reference: OS/KQT5CD Last Check-in Time: 17:55 Reservation Confirmed: Economy (Y) Duration: 00:55 I kindly request your assistance in resolving this matter. Thank you for your support and understanding. Best regards, Mitja K.

Dear Austrian Air, I wanted to share some feedback regarding a recent experience my parents had while boarding one of your flights from Beijing to Vienna. We are regular passengers on this route at least twice a year, always adhering to the 8kg hand luggage limit along with a backpack. During their last trip, the gate staff suddenly required all passengers to weigh both their hand luggage and additional items like backpacks, purses, or laptop bags, insisting everything must be under 8kg. This caused some confusion and concern for us regarding the total weight allowed in the cabin. I must mention the workers' approach was a bit aggressive and displayed an air of superiority, which was off-putting. We have always understood the 8kg rule as a safety measure for overhead storage, rather than a strict limit on personal items. It seems there was a misunderstanding between the workers and passengers on this matter. I referred to your blog post, which states the 8kg limit for hand luggage but lacks clarity on other personal belongings' weight restriction. Could you kindly clarify this policy? We have another flight scheduled on the 23rd from Beijing to Vienna and would appreciate some clarification before our journey. Thank you for your assistance. Best regards, Jason

Regarding file number AMSOS25282: On September 23, while traveling from IAS, I checked a bag with two wine bottles en route to AMS on OS [redacted], connecting to OS [redacted] for delivery. Sadly, upon my arrival in AMS, my bag was missing. The following day, I departed for ORD on UA [redacted], still without my bag. Two days later, a courier delivered the bag to me, but the wine bottles were broken, and I declined the package. I was anticipating Austrian Airlines to reach out regarding this incident, but I have not received any communication from them. I would appreciate guidance on how to proceed in this matter.

On October 6th, I took a Business Class flight from Yerevan to Toronto with Austrian Airlines. I have extensive experience flying Business Class, so I usually have certain expectations. The flight from Yerevan to Vienna, Flight [redacted], however, was in Economy Plus rather than true Business Class. When I selected my seat in advance, the seat map was misleading. It displayed a row with five single seats, followed by a row with two seats, then another row with five single seats. Assuming I had booked a single window seat, I chose 5F. To my surprise, it was actually a window seat in a row of three seats, making it challenging for me to move around during the flight, especially since it was a [redacted] flight. The lack of an entertainment system with no TV screen or music was disappointing. The seats did not recline significantly, which was frustrating for an early morning flight when you want to stretch out. I spoke to the flight attendant, Joachim Egresits, about my concerns. While he was understanding, he explained that Business Class services had changed for short flights. The subsequent flight from Vienna to Toronto, being what one would expect from Business Class, offered a more pleasant experience. I believe that if a flight is essentially Economy Plus rather than true Business Class, it should not be marketed as such. I am requesting compensation for the price difference between Economy Plus and Business Class for Flight [redacted].

On October 6th, [redacted], I travelled in Business Class on Austrian Airlines from Yerevan to Toronto. The seat arrangement was not as expected from the online map, causing discomfort due to my health condition that requires frequent movement. The lack of an entertainment system with no TV screens or music made the flight less enjoyable. The seats were not as comfortable as expected for Business Class. Comparing this to a previous Business Class flight on a different route, I found the service lacking. I addressed my concerns with flight attendant Joachim Egresits, who explained the changes in service for shorter flights. The Business Class experience on Flight 71 from Vienna to Toronto was more in line with my expectations. I hope for a response regarding compensation for the difference in ticket cost between the two classes. Thank you. Sincerely, BR.

I would like to share an experience my mother had while flying with your airline to Newark. The ground and flight crews were excellent. In Newark, a wheelchair was provided, and a porter assisted. All was going well until my mother, who is over 80, only had 20 euros to tip the porter. She explained that was all she had but was met with an argument from the porter and the wheelchair attendant demanding more money, even asking the driver for additional payment. During the dispute, my mother's service dog ran off, and when I went after it, I fell and got hurt. Sadly, the porter and attendant left me there, but thankfully, another passenger helped me. This treatment is unacceptable. Despite usually tipping generously, this incident has left us feeling mistreated and humiliated. A public apology is warranted for the distress caused.

Dear Madam/Sir, I am writing regarding my lost reading glasses on Flight AU [redacted]/[redacted] from Vienna to Brussels on 21/03/[redacted] at 12:40 in seat 4A. The glasses are beige/brown "design naturell" brand made of horn. I noticed the loss right away, but was unable to return to the gate as I was already out of the area. I contacted the lost baggage department at the airport to no avail. They provided me with an email address, and I received a standard response stating that they did not have my glasses. It is disappointing that no efforts were made to locate my glasses. As a frequent traveler, this lack of service is disheartening. The anonymous handling of customer concerns and lack of responsibility is concerning. Any assistance you can provide would be greatly appreciated. Sincerely, VR

Booking Number: ULT3Z4 I am reaching out to address an issue regarding the modification of my return flight date, which has been unsuccessful so far. My attempt to contact the Tehran office where I purchased my ticket was unsuccessful as the call got disconnected after a lengthy wait. Despite sending an email regarding the change, I have yet to receive a response. Subsequently, my call to Austrian Airlines at [redacted]0 resulted in hearing an automated message apologizing for technical difficulties. Another call to [redacted] led me to a conversation where I requested to change my return date from 8 April to 19 April, only to be informed that the new ticket would cost $[redacted], whereas the full ticket price is $[redacted]. I trust you can review our interaction for reference. While I have been satisfied with Austrian Airlines' service in the past, today's experience has left me disappointed. I am seeking to reschedule my return to Tehran for 16, 17, 18, or 19 April, opting for the most cost-effective option among these dates. I eagerly await your prompt response. Thank you.

Hello, My name is Cilza Stermer. I had Ticket Nr LX/ETKT [redacted][redacted] for Stermer/Cilza Mrs on the flight OS [redacted] from Amsterdam to Vienna on May 1st at 19:45 with connection flight OS [redacted] to Tel Aviv at 20:15 the same day. Unfortunately, the flight from Amsterdam departed 45 minutes late, causing me to miss my connecting flight to Tel Aviv in Vienna. As a result, I had to stay overnight in Vienna and missed a full day of work, having to cancel all scheduled appointments for the morning of May 2. This experience was very stressful, not knowing if I would make my connection. I kindly request an acceptable compensation from Austrian Airlines for the inconvenience. Thank you. Mrs. Cilza Stermer, Haifa, Israel.

On Sunday, April 28, [redacted], I flew from Prague to Vienna aboard Austrian Airlines, Flight # OS704, landing in Vienna at 9:10 am. Due to requiring a wheelchair, I was transported by van from my arrival terminal to my departure terminal. At the Vienna airport, I boarded Austrian Airlines flight # OS93 departing at 10:35 to Dulles Airport in Washington DC. These flights were arranged through United Airlines in the USA. Unfortunately, I left my blue cane with a circular handle and three legs, equipped with a seat and a plastic tag displaying my name and address ([redacted] Kings Highway, Orangeburg, NY [redacted]) in the van upon arrival at my departure terminal. I am eager to have it returned and am willing to cover any associated costs. I am prepared to provide my credit card information for the return process. Marjorie D.

On April 28, [redacted], I traveled from Prague to Vienna with Austrian Airlines, Flight # OS704, landing in Vienna at 9:10 am. Due to needing a wheelchair, I was transported between terminals in a van. Subsequently, I took Austrian Airlines flight # OS93 at 10:35 to Dulles Airport in Washington DC, USA, all arranged through United Airlines. Regrettably, I left behind my blue cane with a circular handle, three legs, a seat, and a plastic tag bearing my name and address ([redacted] Kings Highway, Orangeburg, NY [redacted]). If the cane is found, I am eager to recover it and will cover any associated costs promptly using my credit card. Thank you for your attention to this matter. Marjorie D.

On Sunday, April 28, [redacted], I traveled from Prague to Vienna on Austrian Airlines Flight # OS704, landing in Vienna at 9:10 am. Due to requiring a wheelchair, I was transported in a van from my arrival gate to my departure gate. Subsequently, I boarded Austrian Airlines Flight # OS93 departing at 10:35 for Dulles Airport in Washington DC, USA. These flights were arranged through United Airlines in the USA. Upon arrival at my departure gate, I inadvertently left my blue cane with a circular handle, three legs, a seat, and a plastic tag bearing my name and address ([redacted] Kings Highway, Orangeburg, NY [redacted]) in the van. If the cane has been found and is in possession, I would greatly appreciate its return. I am willing to cover any associated expenses and can provide my credit card information for this purpose. Thank you for your attention to this issue. Marjorie D. [redacted]

While traveling to Dubrovnik from Heathrow T2 on June 4th with a quick transfer in Vienna, my friend, M.A., and I encountered a delay in receiving our luggage upon arrival. Despite the prompt report to the Austrian Airlines desk in Dubrovnik, our bags arrived 30 hours later. We managed by purchasing essential items like underwear, pyjamas, and toiletries. I am now seeking guidance on how to claim a refund for these expenses, as I have retained all the receipts.

I have a question about my return flight. The flight was delayed by 5 hours, and they decided to depart two flights that were supposed to depart later than mine, which doesn't make sense. The gate changed 4 times, causing inconvenience. I chose this flight to work tomorrow, but will now have to take the day off. No food or vouchers were provided during the delay, and the staff at the gate weren't truthful. I believe I am entitled to compensation for this experience. I waited in the customer service queue for 2 hours without reaching the front due to its length. This has been the worst experience, and if I am not compensated, I will leave negative reviews on various platforms.

On May 8, [redacted], I had a booking with Austrian Airlines from Vienna to Rome under locator PYBLTS (flight OS8093). However, upon check-in in Vienna, I was directed to Eurowings by the local staff, which was unexpected. At the Eurowings counter, we were charged for luggage despite being Aeroplan gold card members entitled to free checked baggage. Furthermore, we were unable to access the airport lounge. The boarding card provided the wrong departure time, causing us to miss the flight. After being informed by Austrian Airlines staff that we were not the only ones to miss the flight, we had to purchase last-minute tickets from Vienna to Rome with Vueling (flight VY6689) for [redacted] Euros. We reached our hotel in Rome at 1:30 am, exhausted. I am lodging this complaint due to multiple issues: 1) Our Aeroplan gold membership was not honored during the booking process. 2) Our flight was changed to Eurowings without consent. 3) We were forced to pay for luggage and denied lounge access due to the airline change. 4) The incorrect departure time on the boarding pass led to missing the flight. 5) We incurred additional costs purchasing tickets from Vueling. 6) When seeking resolution from Austrian Airlines and Eurowings, we faced unhelpful and dismissive responses, with Eurowings denying any errors. 7) As loyal Aeroplan gold members, we expect better treatment and demand answers promptly. Your immediate attention to this matter is appreciated. Regards, R. Liu

I recently took a flight with Austrian that was actually operated by United Airlines. Unfortunately, the flight got delayed by 6 hours and 30 minutes and was eventually canceled at 2 am. I had quite a difficult time dealing with customer service to get rebooked on a flight for the next evening, which led to me spending over 10 hours at the airport. This caused me to miss a day of work, as the subsequent flight was also delayed. The airline attributed the cancellations to bad weather, but I noticed other flights departing to the same destination that night. This led me to believe it was more of an organizational issue rather than weather-related. I am seeking a refund for these inconveniences.

Hello, my name is Melissa Laine. I had a reservation for July 25th with the booking reference OK5LSL for flight OS412 from Paris to Vienna, connecting to flight NH206 from Vienna to Tokyo Haneda. Unfortunately, my initial flight was delayed, causing me to miss my connection. Upon arrival in Vienna, my itinerary was rebooked with e-ticket number [redacted][redacted]. I was informed by your staff that my luggage would go directly to Haneda. However, upon arrival in Tokyo, my luggage was missing. I took a detour flight from Vienna to Frankfurt on OS131, then from Frankfurt to Haneda on NH224. Before my Frankfurt flight, another employee assured me my luggage was headed to Tokyo. I am unsure if my luggage is in Frankfurt or Vienna. I urgently request information as my planned arrival in Tokyo was delayed by 9 hours, and my lost luggage situation remains unresolved. I eagerly await your prompt response. Thank you.

Hello, I am writing in regards to my recent flight from Skopje, North Macedonia on flight number OS780 on 29/07/[redacted] at 12:35 PM. The journey was to Vienna, Beijing, and finally Melbourne. Unfortunately, upon arrival in Melbourne, my luggage consisting of 5 suitcases did not appear. I, Toni Jovanovski, along with 4 family members, are currently without our baggage. Please reach out to me at [redacted] or [redacted] [redacted] in Melbourne. I urgently require the baggage claim tag numbers to assist the airline in locating our missing luggage. Thank you for your prompt attention to this matter. Best regards, Tony