Austrian Airlines Customer Service Issues

I traveled with my group to Budapest from London via Vienna on August 3rd. The flights, operated by Austrian Airlines, faced delays, leaving us stranded in Vienna. Our luggage did not arrive until the following night, causing me to incur expenses purchasing various items such as clothing, toiletries, and sports gear for a taekwondo camp I was attending. I am seeking reimbursement for these costs due to the delays and mishandling of our baggage. The items include toiletries like toothbrush, toothpaste, shower gel, shampoo, and conditioner, as well as other necessities like iron tablets, underwear, socks, sports bra, sports top, sports leggings, a change of clothes, and a towel. I attempted to file a complaint through your system, but encountered issues with the process.

I am based in the UK and encountered issues when booking my flight to Erbil. Despite trying to add a stopover in Vienna on the website, I was unsuccessful. It seems like each time I attempted to input the information, the price inflated by more than double. Contacting Sales only led to a frustrating experience with an unhelpful representative who simply quoted the high price. In the past, Sales has provided excellent and supportive service. Frustrated with the process, I eventually engaged an agent in Erbil but ended up paying double the usual price.

Subject: Delayed Flight and Missed Connection Dear Austrian Airways, I recently experienced a challenging situation with one of your flights. On September 16th, I was scheduled to depart from IKA to Vienna Airport at 3:45 a.m. with flight number OS872. Unfortunately, the flight was delayed by 23 hours, causing me to miss my connecting flight from Vienna Airport to LAX (flight number OS81). This delay resulted in significant financial loss totaling $[redacted], as I had important business commitments in Los Angeles on the same day. I was advised that for flights exceeding a 6-hour delay, a refund can be issued. I would appreciate if you could reach out to discuss this matter further. Best regards, Marc Mehdi V.

As an Indian citizen with a UK visa, I am hoping to travel to Serbia from the UK. The flight I originally booked has connections in Germany and Vienna (Manchester-Frankfurt-Vienna-Belgrade). My understanding is that I can't transit through two Schengen countries. Given this, I am considering booking a direct flight from the UK to Vienna to catch my original flight (without a Schengen Visa). I am uncertain if I will be permitted to board in Vienna. Any insights on this matter would be greatly appreciated. Thank you!

Hello, I am inquiring about my PNR code JLASLI. My flight to Vienna has been delayed, which will cause me to miss my connecting Air India flight to New Delhi. Currently at Copenhagen airport, I have already checked in my bags for the Vienna flight. I am eager to reach Delhi before Monday. Despite seeking assistance from the Aviation counter at the airport, I have not received the necessary support. I am hoping to secure a direct flight from Copenhagen to Delhi instead of proceeding to Vienna and then catching a flight the following day to Delhi. Your prompt response and assistance on this matter would be greatly appreciated. Thank you, Sheetabh & Sonakshi

I have experienced being consistently addressed in English on flights from Vienna based on my skin color. As an Austrian citizen of 34 years, I find it puzzling that flight attendants switch to English for me while speaking German to my white husband. I wonder if this assumption is based on racial stereotypes rather than language ability. It bothers me as a frequent traveler. This happened on my recent Austrian Airlines flight from Paris CDG on 15/12/[redacted].

Hello, I am currently traveling in China with Austrian Airlines and would like to change my tickets to return to Vienna earlier due to the virus situation. Our original schedule has been disrupted, and we are stuck in Xiamen, unable to incur additional expenses. It is crucial for us to leave Xiamen soon to avoid any potential risks associated with the virus. We kindly request assistance in arranging a flight back to Vienna within the next few days from Xiamen. Thank you for understanding and we look forward to your response. Best regards, Janka and Rastislav O. Please contact us at +86 [redacted]9 (Angel) if needed.

On Saturday, January 20, [redacted], I checked in for my Austrian Airlines flight from Innsbruck to Frankfurt and then onto New York/JFK on Lufthansa Business Class. I encountered an issue with the weight of my skis. Despite successfully flying with the same skis previously, I was informed they were too heavy to check. The supervisor's response was unhelpful, stating I needed to find a solution. Feeling panicked and facing a tight schedule, I had to unpack two pairs of skis to make the check-in weight limit. Despite the delay, I was left unsure about missing my connecting flight by the supervisor. I had to stay overnight in Frankfurt and arrange for my remaining skis to be shipped home. I believe the lack of assistance and information provided by Austrian Airlines was unacceptable for a business class ticket. I have shared my experience with Lufthansa, who were appalled by the situation. I expect appropriate compensation for this poor customer service experience. Sincerely, Thomas M.

I have a reservation with Austrian Airlines for a flight from Dulles to Vienna on March 22 and a subsequent flight from Vienna to Erbil on March 23. The confirmation number is U8ZXC5. I haven't been assigned seats yet. Do I need to pay to select seats early or should I wait until check-in? Additionally, I'm curious if complimentary wine is served in my section, E+ Onto. This is my first time flying with Austrian Airlines, so I would be grateful for any information regarding these inquiries. Thank you. Ann Lucy K.

Dear Austrian Airlines Customer Service, I am seeking a full refund for the four tickets I purchased through the tour group "Avenue Inter Travel Group Co., Ltd." with the booking code JSVPXP. Unfortunately, our agent informed us that Austrian Airlines does not have a policy to assist with tickets booked through a tour group for cancellations due to COVID-19. We are disappointed by this response as our company has issued a strict travel ban worldwide, preventing us from traveling. We are unable to obtain documentation to apply for visas or even travel freely. Upon returning from any travel, we are required to quarantine for 14 days without pay. This is a significant issue that requires your attention during these unprecedented times. A generic response indicating that nothing can be done is unacceptable coming from a major airline like yours. I urge you to reconsider and provide a more helpful response. Thank you.

Due to the ongoing travel restrictions, I must cancel my flights with Austrian Airlines. The booking code is PRNIC*. The flights are from Vienna to Ukraine and back. I am interested in receiving credit from Austrian Airlines for future use. I prefer this option over requesting a refund as I do not have specific dates for rescheduling yet. Thank you for your assistance. Sincerely, Roger Phelps

Due to medical advice about the coronavirus situation, I need to change my travel plans. I've rebooked my Virgin Atlantic flights without a penalty, and now I need to rebook my Austrian Airlines flights. My booking code is TLTNWX, and I was meant to fly from LHR to Vienna on 18th March on Flight [redacted], and return on 21st April on Flight [redacted]. I was charged [redacted] euros for rebooking despite reading about waived fees globally until December [redacted]. I want to reschedule my flights to August 25th and 2nd October [redacted] due to a medical procedure. I've been trying to contact you, unable to use Facebook. Please help without charging me more because of the coronavirus situation. Thank you, A.C.

I purchased a ticket for my son to fly from Chicago, USA to Vienna on December 18. I need to change the date to December 16. The confirmation code is KBBRX9. I have been attempting to reach out to you without success, and the toll-free number is not working from my current location. I wish to reschedule the flight for December 16, [redacted]. I am looking to book a flight from ORD to Frankfurt, and then from Frankfurt to Vienna since there are no direct options available on that particular date. I have tried to make changes online, but it seems to require a phone call. Please advise on how we can proceed with changing the flight. Thank you.

Hello. My apologies for the inconvenience your son experienced due to the baggage delay with our company. We purchased tickets from Paris to Vienna and Vienna to Israel for the 21st of October, [redacted]. Flight numbers OS412 from Paris to Vienna and OS861 from Vienna to Israel. However, the baggage did not arrive in Israel as planned. We received a message from you indicating the baggage would only arrive on the 25th of October, [redacted]. Nevertheless, it only arrived on the 26th of October, [redacted], around 3:42 PM. I have insurance coverage that requires an attestation confirming the baggage's arrival on this date and time. Kindly send me the attestation of the baggage receipt on the 26th of October, [redacted], at 3:42 PM as soon as possible. Best regards, Mme Amar.

Subject: Assistance with Advance Seat Assignments on Austrian Airlines Hello Customer Relations and Inna, I have a flight booked with Austrian Airlines starting on June 23 with 4 legs. Although I am in Premium Economy, when trying to select my seats on Austrian.com, I receive messages saying either "Unfortunately, we are not able to offer you a seat reservation" or "No seat reservation made." I would like to request a window seat near the front of the plane. Any assistance with advance seat assignments would be greatly appreciated. Thank you, K. Pinckard

Dear Sir, My name is Saed Oqal, and I have a trip planned to my homeland, Jordan, on July 4, [redacted], with Austrian Airlines from the USA, traveling from Cleveland. Unfortunately, I discovered that my passport expired last month on May 17, [redacted]. As a Jordanian traveling to Jordan via Vienna with Austrian Airlines, I am concerned about my expired passport. The Jordanian embassy has advised that there should be no issue since my destination is Jordan, but I wanted to confirm with Austrian Airlines if this will cause any problems. Please see details of my flight below: CLE - AMM, Jul 4, arriving on Jul 5, 20 hours and 37 minutes, Austrian Airlines - OS7714.

On December 7, [redacted], at 11:50 AM, I bought 2 seats on Austrian Airlines Flight # OS89. The seats were 26A and 26C, for which I paid a total of $70.00 USD. I was notified that our travel was canceled as the airline had scrapped the flight. Despite the time passed, it seems rebooking the same flight for our upcoming travel isn't an option. I bought the seat reservations directly from Austrian Airlines instead of the travel agency. I am awaiting a refund from the airline for the unused seat reservations on the canceled flight. Our confirmation number was TVSMDJ. Thank you, L. Hinkle

Dear Concerned Party, I wanted to share my recent experience with Austrian Airlines, a company I have been loyal to for many years. Unfortunately, a recent incident has left me feeling quite stressed. On February 9, [redacted], I booked a flight from JFK to Vienna for July 5, [redacted]. However, on March 21, [redacted] - the night before my departure - I received notice that the flight was canceled, causing me significant distress. Despite not receiving any prior notification or refund, I was able to reschedule for the following day. The last-minute changes added to the already challenging travel environment during Covid times. Although grateful for the rescheduled flight, the experience has left me questioning Austrian Airlines' reliability. I only discovered the cancellation because I couldn't check in online, and despite multiple attempts to contact the airline, I had to seek help from American Express. I hope that by sharing my experience, steps can be taken to prevent such incidents in the future. Thank you, K. L.

I flew through Vienna on July 17th with Austrian Airlines, but unfortunately, my baggage did not arrive with me. Despite giving them the benefit of the doubt due to their busy service center, it is now the 20th and still no sign of my bag. I have reached out to the airline, Vienna's airport customer service, and United Airlines, the booking agent. Each time I have been directed to someone else, adding to my frustration as I am left with minimal belongings. I have resorted to buying essentials in anticipation of my bag's return, hoping to avoid unnecessary expenses. I simply want my bag back after this unnecessarily prolonged ordeal.

Dear Sir/Madam, My father will be flying from Iran to Canada tomorrow night, taking Austrian and Canadian flights. The following letter was sent to the Canadian authorities to request permission to quarantine him in my brother's home basement. We are wondering if it is necessary to book a hotel to obtain the boarding pass. Thank you for your prompt response, Parvin T. Date: 07-28-[redacted] Subject: Covid-19 Vaccination, Quarantine, Hotel Stopover Booking, and Test Exemption To: Canada Border Services Officer, Pearson International Airport Dear Sir, I am writing to confirm that my father, Mr. Mohammad Hassan Tahmassebi, is traveling to Canada for a visit. He is fully vaccinated, asymptomatic for Covid-19, and has had a Covid-19 test within the last 72 hours. I, Reza T., his son, along with my family, are Canadian citizens and he will be staying with us for approximately 2 months upon entry. He possesses all the necessary documents regarding our Canadian residency and our familial relationship. As per my conversation with the central booking line and the information on the government website, he is exempt from booking a stopover hotel and undertaking airport testing due to his need for care and support owing to his age. We have arranged a separate room for him in our house for quarantine and will follow all testing instructions if needed. I will be present at Pearson airport on July 31, [redacted], to assist and provide further clarification if necessary. Thank you for your cooperation. Best regards, Reza T. Address: [redacted] Betty Ann Drive, Toronto, ON M2R1A6 Tel.: [redacted] (Reza) and [redacted] (Hasti)