Austrian Airlines Customer Service Issues

From: Mr. Alexander K. Loyalty Program: TK (Miles&Smiles Elite) [redacted] Flight No.: OS858 Departure Airport: TLV Arrival Airport: VIE Flight Date: [redacted]-09-05 Ticket No.: [redacted][redacted] Hello, My recent flight experience with Austrian Airlines was subpar. Despite being of average height ([redacted] cm), the leg space in the business class was insufficient, causing discomfort. The food quality was poor, with excessive oil in the pasta. Additionally, the purchased internet service was slow, even slower than what I had in the 90s. The seat hardly reclined for sleep, and due to its proximity to the restroom, many economy passengers cluttered near it during the flight, disrupting my rest. The lack of intervention from the flight crew was disappointing. Comparing the cost of this ticket to my usual flights with Turkish Airlines, the comfort level was significantly lower. The minimal distinction between business and economy class seating was unsatisfactory. I hope to avoid flying with Austrian Airlines in the future.

I believe my husband's ticket was mistakenly refunded along with mine by the automated system. I tried calling the office in Skopje, North Macedonia at [redacted]40, but after being put on hold for 20 minutes, the call got disconnected. Currently, when I call again, no one answers, and I can only hear music playing. Please reach out to me at +[redacted]7 or email me at [redacted] I am seeking a refund for the following ticket: Name: IVICA NIKCHEVSKI Booking code: SV7KI4 Ticket number: [redacted][redacted] Please note that I do not wish to refund the ticket for: Name: NATASHA NIKCHEVSKA Booking code: SV7KI4 Ticket number: [redacted][redacted].

Subject: Lost Baggage Assistance Needed Tag Number: AC109394 File Reference Number at Erbil Airport: EBLTK27131 Flight Number: OS074 Dear Sir/Madam, I am writing to report that my luggage with tag number AC109394 was supposed to be on flight OS074 from Montreal to Vienna on October 29, [redacted]. Unfortunately, I missed that flight due to a delay from Ottawa to Montreal. Upon arriving in Erbil, Iraq, my luggage was nowhere to be found. The airport authorities confirmed that it is in Vienna and have opened a ticket to address the issue. As a cancer patient traveling for treatment in Turkey, it is crucial that I have access to my medications and medical reports promptly. The Erbil Airport authorities have not been helpful or responsive. Please investigate this matter urgently, provide any updates on the whereabouts of my luggage, and inform me of when it will be sent to Erbil. For any information, please contact me at [redacted] [redacted] anytime. Thank you for your attention to this matter. Kind regards, Muhsin Khalif

We departed from the US on November 1st with Delta Airlines and connected in Paris to Austrian Airlines for our quick journey to Krakow, Poland. Unfortunately, our luggage did not make it with us to Poland and remained at CDG airport in Paris. After filing a claim with Austrian Airlines, we tried to locate our bags through Delta as well. Despite our efforts to have the luggage forwarded to our hotel in Paris due to our short stay in Poland, it was still at CDG on our return to Paris on Nov. 3. After further communication with a Delta/AirFrance representative on Nov. 4, we were informed that the bags were in the process of being transferred to Austrian Airlines. We updated our address with Austrian Airlines to ensure delivery to our Paris hotel by Nov 8th. However, we received an email stating the luggage was en route to Vienna, Austria and then Krakow, Poland. We reiterated multiple times to different representatives to send the luggage to our Paris hotel by Nov 8th or to our home addresses if necessary.

Unfortunately, due to a delayed Austrian Airlines flight, we missed our connecting flight. The tight transfer time of 25 minutes was further reduced to 15 minutes after the delay, causing the connecting flight to depart without us. Despite being rebooked on a later flight, we arrived at our home airport three hours late. Subsequently, our luggage was lost, requiring completion of reports, leading to a delay of approximately 5 hours for our prebooked taxis, resulting in a much later arrival home than anticipated. This occurred at the end of June '22. A formal complaint letter was sent to CEO Annette Mann but, unfortunately, no response has been received as her email address is unable to receive emails.

Buonasera, avevo prenotato un volo A/R Roma FCO - Vienna VIE per il 2/12 e Vienna VIE - Roma FCO per il 4/12 con il codice OS [redacted] tramite l'agenzia di viaggi Flashviaggi. Dopo aver richiesto il posticipo del volo di andata al 3/12, l'agenzia mi ha inviato una nuova prenotazione che includeva anche una modifica al volo di ritorno anticipando l'orario alle 18:15 anziché alle 19:05. Non ho richiesto questa modifica e l'agenzia mi ha comunicato che siete stati voi a effettuarla senza informarli. Non sono riuscita a contattare il call center, la linea è caduta per tre volte. Attendo una risposta tempestiva. Grazie, A.

Currently travelling in Cambodia, I am a UK resident. My return journey on January 25, [redacted], involves flying from Phnom Penh to Bangkok and then connecting with Austrian Airlines Flight [redacted] to Vienna, followed by Flight [redacted] to London Heathrow. Unfortunately, I was notified that Flight [redacted] has been cancelled, and I am attempting to arrange an alternative flight. Regrettably, I am unable to make calls or have consistent internet access. I have encountered difficulties using the Austrian Airlines App and the Chat Line has been unhelpful. Moreover, I faced challenges inputting all required details when attempting to use the airline's web services for cancellations or complaints.

On January 10, I booked a ticket via Kayak with Austrian Airlines for a flight from Paris to Montreal with reference PEK829. Upon receiving the ticket, I noticed a date error. After speaking with an Austrian Airlines representative, I was informed I would be refunded. They provided the following details in an email: - Credit note for document: [redacted][redacted] - Passenger name: F. Lescure - Original ticket price: EUR [redacted].87 - Refundable amount: EUR [redacted].87 I have yet to receive the refund. An agent mentioned the payment was processed on January 10th and advised me to contact customer service. However, my attempts to reach them have been unsuccessful, particularly with the English-speaking service playing a long German message. Any assistance would be appreciated. My contact number is +[redacted]0, and my email is: [redacted]

Good afternoon, This is my third attempt to receive compensation for delayed luggage on my trip to Prague from December 15th, [redacted], to December 19th, [redacted]. The flight was SN2094, and the file reference is PRGOS18396. My luggage was left behind in Vienna for the entire duration of my short 5-night trip from the USA. It was only delivered on the day of my departure. I was advised by Czech personnel in the lost baggage department to purchase clothing and personal hygiene items, assuring me that I would be reimbursed by your airline. I have kept all the receipts. I've been waiting for Austrian Airlines to resolve this stressful experience for the past four months. Please let me know how quickly you can resolve this issue. Warm regards, Jana F.

Good morning, I flew with Austrian Airlines on April 28th, traveling from London to Thessaloniki via Frankfurt. On April 19th, I added an extra piece of luggage to my booking. I have not received an email confirmation for the payment of this additional luggage. Booking Code: NKUJ3F Ticket Number: [redacted][redacted] Could you please send me the receipt for the extra luggage payment? I need it for the company accountant. Thank you in advance, T. Kalea

Dear Sir/Madam, I need to reach out to Austrian Airlines regarding a missed flight to claim compensation. Here is the draft of my letter: To Whom It May Concern, I am writing to request compensation for a missed flight on August 29, [redacted]. I was supposed to take flight ET1201 with Austrian Airlines on that day which was delayed, causing me to miss my connecting flight, ET725, from Vienna to Addis Ababa. This resulted in a 24-hour delay, causing significant inconvenience as there were no exceptional circumstances. As per European regulations, I am entitled to compensation for this situation. Additionally, I had to bear additional costs for meals, beverages, and transportation in Vienna due to this delay, for which I have the receipts. I kindly ask for the prompt processing of my compensation claim. Please advise on any further details required for this process. Thank you for your attention to this matter. Best regards, Lianne van Doorn I am seeking guidance on the appropriate channel to send this letter to the airline. Thank you for your assistance. Best regards, Lianne van Doorn

To Whom It May Concern, I am Kushtrim Kadriu from Kosovo. Recently, I booked a ticket with Austrian Airlines. Upon my return from Dallas, United States, I was stopped in Austria for allegedly entering illegally. Under EU law, without a Schengen visa, entering the EU twice in transit is not permitted. I, as a citizen, was unaware of this law, as I was not asked during booking if I had a Schengen visa. The airline simply booked my ticket without any inquiry. Now, I face potential penalties in the form of fines or a 5-year ban from entering any EU country. I kindly request the agency to liaise with Austrian authorities to clarify this situation. I have also sought legal advice to assist me in this matter. Best regards, Kushtrim Kadriu

Dear Austrian Airlines, On June 3, [redacted], I had a flight from Vienna to Washington DC. I experienced disorganization during the self-check-in process. Despite having electronic boarding passes, we were required to wait in another long line because Austrian Airlines passengers needed to print out their boarding passes. It was frustrating to be treated this way. I hope Austrian Airlines can improve this situation as many other countries have successfully implemented electronic boarding passes. I am deeply disappointed and hope for better service in the future. Unsatisfactorily, M. Maric PhD

On September 22, [redacted], I flew business class from Vancouver, Canada to Vienna. Upon arrival at Vienna airport, I discovered that my suitcase had been damaged. After reporting the issue to your customer department, a report was created with the file reference number VIEOS60004/23 SEP22/1255GMT. The latest email from Dolfi [redacted] stated that they forwarded the matter to your company on January 13, [redacted], for financial compensation due to the unavailability of a similar replacement suitcase. As today is June 9, [redacted], I am still awaiting compensation for the damage. I was informed by my travel agent that Austrian Airlines is reputable and I hope to receive resolution soon. Sincerely, Vladimir T.

Hello, my husband has been attempting to book and make a payment for flights. However, we encounter an issue during the payment process where we are asked to wait indefinitely. We have been trying to finalize the booking since last Saturday but have been unsuccessful. We have also attempted to reach your Nicosia office as we reside in Limassol, Cyprus, but have faced difficulties getting through. Could there be an issue with your website? We urgently require assistance to secure our flight reservations. Thank you, P. Dakroub.

Good afternoon. I am Naiden Iryna. I encountered an issue where my luggage was lost but later found by your team. However, when I initially filed the report, the delivery address was set to Ukraine. I was informed by a colleague over the phone that deliveries to my country are not possible. I am inquiring if it would be feasible to update the delivery details to Poland and modify the recipient's name. The reference number for the delayed baggage is [redacted]. If feasible, please contact me at your earliest convenience. Thank you for your assistance.

I am experiencing an issue with a ticket I purchased from Fighthub. The agent neglected to include me in the premium basic option, prompting me to upgrade on the website for $[redacted]. However, after upgrading, I discovered I would not receive any premium extras due to the error. The agent mentioned rebooking the ticket would now cost around $[redacted]. I chose the premium option to avoid additional costs such as luggage fees. As I am currently not working due to my business going bankrupt, I am unable to afford these extra expenses. I kindly ask for assistance as I have no other means to address this issue. I hope for a compassionate response and prefer a phone call due to my visual impairment. Your prompt attention to this matter would be greatly appreciated. Thank you.

Dear Sir or Madam, Edwin and Gertrude here. I received a travel confirmation for Flight J4AQWD. I am a person with reduced mobility and require wheelchair assistance. Although I booked this service, it is not listed anywhere on the confirmation. There is also no ticket included. During my 6-hour layover in Vienna, I plan to visit a restaurant and meet my sister. Do I need to check-in and out for this? Additionally, I need a seat assignment for the Vienna-Nuremberg leg, which was not arranged during booking. Best regards, Gertrude Edwin

Hello, Dear Sir/Madam, I have made a round-trip flight reservation through esky.fr with your airline. I am currently having trouble locating my booking for online check-in. My itinerary is from Bangkok to Vienna to Lyon on August 10th, arriving on August 11th on flight OS26. The e-ticket number is [redacted][redacted], and the Austrian reservation number is M6JCD8. I am inquiring about how to add baggage to my reservation and the associated fee. Thank you, RS Delon

My child is unwell, and I possess a medical letter. I have made attempts to request a refund or a voucher for five tickets. Unfortunately, I am encountering difficulties as I am receiving conflicting information. Initially, the tickets were cancelled, and I only received a $13 refund. After visiting the website, I was assured of a full refund via email. Regrettably, I have only received a total of four $13 refunds. The customer service representatives have been impolite, offering inaccurate or incomplete details. It appears deliberate that they are trying to misguide and create confusion. As a single parent without child support, I am in a situation where every dollar is significant. I am facing the possibility of losing over $[redacted] on these five tickets, and despite my efforts, I am not receiving the assistance I require. This has been the most disappointing customer service experience I have encountered in all my years of traveling.