Austrian Airlines Customer Service Issues

Hello, My name is Hussain Jafar, and I am a Swedish citizen. Three weeks ago, I purchased a ticket from Booking.com from Copenhagen to Tehran for March 25th to April 5th. However, due to a delay in my visa approval until March 25th, I had to rebook my tickets. I rescheduled my flight to depart on March 6th and scheduled my return for April 6th. I contacted the mobile booking service through the Austrian Airlines website, provided my bank details to pay a €[redacted] fee for the change, and received travel confirmation via email. Even though I was assured by customer service multiple times that my ticket would arrive within 24-48 hours, I never received it in my Austrian Airlines app. When I tried to check in at Copenhagen airport on March 16th, I only had the arrival ticket, not the departure ticket. Despite my attempts to reach customer service, I received no response and had to purchase a new one-way ticket for €[redacted] to make my flight. Upon arriving in Tehran, I discovered that my return ticket had vanished from the app as well. Now I am stranded in Iran with no ticket home for my departure on April 6th. I am feeling anxious and worried about the situation. I kindly request assistance in resolving this issue promptly so I can return home safely and confidently recommend Austrian Airlines to my friends in the future. Best regards,

We had a flight on April 4th at 15:35 and arrived at the airport at 12:30. Despite checking in online and going through security, the check-in counter was still closed upon our arrival. We waited in line to drop off our luggage, only to discover that the check-in was combined for four different flights. Despite being assured that our online check-in allowed us to wait, an airport employee suddenly prioritized other passengers, causing further delay. When it was finally our turn, we were informed that check-in had closed and that we had missed our flight. The assigned agent, "Andrew," initially mistook us for other passengers and demanded payment for our luggage, which we had already paid for. Despite showing proof of payment, Andrew became increasingly impatient and unhelpful. He ultimately denied us boarding and proceeded to assist passengers behind us instead. We attempted to resolve the issue by contacting the airline, incurring additional expenses, only to be left stranded. After fruitless attempts to rectify the situation and missing important appointments, we were forced to purchase a new ticket for €[redacted] to return home the following day. This experience was highly distressing, and we are seeking a refund and compensation for the ordeal.

Dear Sirs, We received your message, but we are disappointed with the service this time. We purchased our tickets on May 29, [redacted], as frequent customers. We always inform you about our Yorkshire dog when booking, but despite sending three reminders (e-mails ID: [redacted], [redacted], [redacted]), we only received a response today. Unfortunately, the quota for dogs in the cabin is full for our return flight OS835 from Vienna to Cyprus. This delay has caused us a huge problem. Our other flights (OS836, OS705, OS710) are approved for our dog, except for the return flight. We have no other option but to find a solution or have an exception made for our quiet and healthy dog. We hope you can assist us promptly without any additional charges. Please address this urgently. Thank you. Thasos Vasileiadis

Subject: Baggage Issue at Heathrow Airport Complaint I am writing to report an incident with my baggage at Heathrow Airport in London. Upon my arrival on May 27, [redacted], my brother and I reported missing baggage. We provided addresses in London and Bristol - 25 Harwood House, Church Street, Bristol, BS5 9XA. The bags in question belong to George Matta Tawfiles with numbers OS388551 and OS388572, as well as one belonging to my brother Gamal. I only received one bag, OS388551, at the Bristol address. The second bag, OS388572, is still missing. Despite informing me that the missing bag would be delivered, it has not arrived even after more than 21 days. I have attempted to reach out via Ref No: LHROS10157 (Family Name: Matta), but it seems to be suspended. I can be contacted at [redacted] I urge Austrian Airlines to address this complaint promptly. Thank you. George Tawfiles

I was supposed to travel from Ottawa to Zadar on Monday, June 27. My journey involved multiple connections: Ottawa to Montreal to Vienna to Zadar. Unfortunately, my flight from Ottawa to Montreal was delayed on June 27, causing me to miss my connecting flight to Vienna (OS74) and subsequently to Zadar. In Montreal, I did not receive any assistance and my baggage is still with Austrian Airlines. Air Canada declined to rebook me on the next available flight or provide any vouchers for food, taxi, or accommodation. The Austrian Airlines desk was closed, leaving me stranded until it reopens at 12.30 pm. I have incurred unexpected expenses and missed a day of my trip. I urgently need to reach my final destination due to prior commitments. I am seeking help to be rebooked on the soonest available flight.

Hello, I would like to update our flight schedule from Vienna to Kosice on 07/08/[redacted]. The current booking code is R2VVM4 for a flight on August 7th to August 20th. The initial booking had a long layover of almost 11 hours at Vienna airport, which is not suitable for me as I will be traveling with a 4-year-old child. I mistakenly selected a flight departing at 22:30h instead of the preferred 14:15h option due to the way the flights were displayed on my screen. I kindly request to change the flight from Vienna to Kosice on 07/08/[redacted] to the 14:15h option to avoid the extended wait at the airport. I have already contacted Austrian Airlines, but they were not able to assist me. I appreciate any help you can provide in amending our flight schedule. Thank you for understanding. Best regards, Ulrika Smrekova

Dear Sir or Madam, On July 4, [redacted], my family and I embarked on a trip from Graz to Tel Aviv via Munich on flight LH [redacted]. Prior to the journey, we were instructed via email to check in our carry-on luggage, a step we followed obediently. Unfortunately, upon arrival in Tel Aviv, our suitcases did not make it, leaving me stranded in Jerusalem without our belongings. After reporting our missing luggage online, one of my bags was eventually located with the address of our Jerusalem hotel provided for delivery. Regrettably, our luggage never arrived, compelling us to buy clothing and toiletries to manage without our sweat-soaked garments. Frustrated by the lack of progress, we decided to visit Tel Aviv Airport to search for our belongings independently. After a 45-minute search in a room filled with numerous unclaimed bags, we finally located our items. In summary, our week in Israel was marred by significant time wasted on shopping for necessities, including suitable shoes and undergarments. A day was lost traveling to Tel Aviv, queuing for lost luggage assistance, searching for our bags, and returning to Jerusalem. What was supposed to be a pleasant journey was overshadowed by this luggage ordeal and the ensuing loss of time. I have retained the receipts for the purchases made and would appreciate guidance on reclaiming expenses as dictated by the Montreal Convention. Sincerely, Mag. Holger Hütter

Hello, I am reaching out to request wheelchair assistance for two passengers on the same flight. These passengers are my elderly parents who will be traveling alone, and I am eager to ensure their safe arrival at their destination without any issues. I am requesting the wheelchair service for booking number 3D9GSX on flight OS775 from Vienna to Skopje on July 10 at 10:20 AM. The journey begins in Toronto, connects in Vienna, and concludes in Skopje. The passengers requiring assistance are Kosta Pandovski and Marika Pandovska. Your prompt assistance in arranging this would be greatly appreciated. Please confirm at your earliest convenience if this assistance can be provided. Thank you in advance for your help. Best regards, Irina

Subject: Request for Wheelchair Service for Elderly Parents on Flight OS775 Hello, I am reaching out to request wheelchair assistance for my elderly parents, Kosta Pandovski and Marika Pandovska, who are traveling together on flight OS775 from Vienna to Skopje. They will be departing from Toronto and have a connecting flight in Vienna. I am concerned about their well-being and would greatly appreciate it if they could receive wheelchair support throughout their journey. The booking number for their flight is 3D9GSX. Thank you in advance for your assistance. Please confirm if this service can be arranged at your earliest convenience. Best regards, Irina

Dear Sir or Madam, I am writing to report the delay of my baggage on flight number OS0856 on July 4th from Vienna airport to Cairo airport. Upon arrival, my luggage was missing. I promptly filed a Property Irregularity Report (PIR) – CAIOS [redacted] at the complaints desk. Due to the delay, I had to purchase essential items totaling $[redacted], including clothing, personal hygiene products, and medications for an 8-day trip. Furthermore, I had to compensate a car driver $30 for waiting two hours due to the delay. After three days, I was informed that my suitcase was found, but I had to spend an additional $80 to retrieve it from a location [redacted] kilometers away. The luggage was damaged, with a broken wheel, shattered glass, and spilled contents. As a recovering patient from an accident, stress from this incident could trigger further health issues. Citing Regulation (EC) No [redacted]/02 and the Montreal Convention, I urge for a compensation of [redacted] Euros within 10 days to the provided bank account. I retain the right to pursue legal action if necessary. Yours faithfully, Dr. Michael Iskandar

Subject: Baggage Delay and Damage Compensation Request Dear Sir or Madam, I am writing to report the delay and damaging of my baggage during flight OS0856 on July 4th from Vienna to Cairo. Upon arrival at my destination, my luggage was missing. I filed a Property Irregularity Report (PIR) with reference number CAIOS [redacted]. As a result, I had to purchase essential items totaling $[redacted], including clothing, personal hygiene products, and medications, due to the delay. Furthermore, I incurred an additional $30 cost for a car service that had to wait for me. While I was eventually notified of my suitcase being found, the condition was poor with damages and missing items. Given the situation and the stress it caused, I am requesting compensation of [redacted] Euro in accordance with Regulation (EC) No [redacted]/02 and the Montreal Convention. Please process this refund within 10 days to the provided bank account. I am willing to provide medical reports upon request and reserve the right to pursue further legal action if necessary. Yours faithfully, Dr. M. ISKANDAR

Subject: Baggage Delay Compensation Request I am writing to request compensation for the delay in delivering my luggage, as well as the damages and financial losses incurred during my recent flight from Vienna to Cairo. The delay caused inconveniences and financial burdens that I believe require reimbursement. Upon landing in Cairo, my baggage was missing, leading me to file a Property Irregularity Report (PIR) as per the airport procedures. Due to the delay, I had to purchase essential items like clothing, hygiene products, and medications, totaling around $[redacted]. I had to pay an additional $30 for a car service that I had pre-booked and had to wait due to the luggage delay. After 3 days, my suitcase was found, but I had to spend $80 to retrieve it from a location [redacted] kilometers away, resulting in additional expenses. Furthermore, the luggage was damaged, with broken items and spillage of perfumes and shower products. This was particularly stressful as I was in Egypt for a recovery period following a serious accident. I am requesting a compensation of [redacted] Euros in accordance with Regulation (EC) No [redacted]/02 and the Montreal Convention. Please address this matter promptly and refund the mentioned amount to the IBAN provided within the next 10 days. I am open to sharing medical reports if necessary and reserve the option to pursue further legal actions if needed. Thank you for your immediate attention to this matter. Sincerely, Dr. MICHAEL ISKANDAR IBAN: AT[redacted][redacted]8

Hello, my name is Amro Alrefai. I recently flew from AVP Airport in the USA to AMM Airport in Amman on flight #OS0853. Unfortunately, my baggage was delayed and arrived on 08/22 instead of 08/19. One of my bags had a broken lock and ripped handle, and I discovered that some of my belongings were missing from it (Bag #[redacted]). I've contacted both the airport in Jordan and the delivery company but haven't had any success resolving this issue. The missing items have caused me a lot of inconvenience, especially since my daughter's medications and clothes were in the bag. I have filed a complaint with the airport under reference #AMMOS14013 and have ticket #[redacted][redacted]. The missing items include makeup, cologne/perfume, hair dryers, a hair straightener, chocolates, and various small makeup items. The total value of the missing items is approximately $[redacted]. Any guidance on how to proceed would be greatly appreciated. Thank you for your help. Amro Alrefai

Dear Australian Airlines, I am writing to address the issues I faced during my recent travel with your airline from Skopje to Hannover on 28. June. The flight scheduled for 4am was canceled abruptly, and despite being rescheduled to depart at 1:30, it was further delayed. The flight landed at 2:10, but boarding did not commence until 3pm, causing further delay. The flight duration exceeded the stated 1 hour and 35 minutes, resulting in my arrival in Vienna at 5:10, leaving me with only 5 minutes to check-in for my connecting flight. Additionally, I was instructed to collect my baggage at Hannover Airport, but upon arrival, my luggage was missing. It contained valuable items and essential clothing. I kindly request a refund and reimbursement for the lost items from my baggage. Your prompt attention to this matter is greatly appreciated. Please confirm your agreement to cover these expenses via email. Thank you.

My flight from Skopje to Hannover scheduled for 4 a.m. on June 28 was unexpectedly canceled without warning. All passengers, including myself, were then compelled to reschedule for a different time. My new flight was for the same day at 1:30, but it experienced further delays, eventually landing at 2:10. Despite the scheduled duration of 1 hour and 35 minutes, we arrived in Vienna at 5:10, leaving us with only 5 minutes to check-in for the connecting flight. Contrary to what I was told at Skopje airport, my baggage was not at Hannover Airport upon my arrival. This was concerning as I had two bags, one containing important items and the other clothing.

Hello, I'm Theodoros Louka. Our journey started on August 4th from Larnaca, Cyprus with a layover in Vienna, and our final destination is Paris CDG Airport. Traveling with my family of 2 adults and 2 13-year-old sons, our first flight from Larnaca OS0838 at 14:25 was delayed. Our connecting flight OS0417 at 17:25 the same day was on time, but unfortunately, our 4 checked bags didn't make it on board. We reported the missing bags to the Airport Baggage Service and are still waiting as of August 5th. Our concern is that all our clothes and medicine are in those bags, leaving us with nothing to wear. We've had to purchase clothing, medicine, cosmetics, etc., for all family members. We're wondering if we can seek compensation from Austrian Airlines or VISA, the payment method for our tickets, and how to urge Austrian Airlines to expedite the process. We filed a baggage location request with Austrian Airlines promptly. Thank you.

I recently flew from Brussels to Sarajevo through Vienna with Austrian Airlines. Due to a missed connection, I had to stay overnight in a Vienna hotel and change to Air Serbia to reach Sarajevo, arriving a day late for my appointment. My return flight on August 8th was also canceled, leading me to fly on Kroatian Airlines the next day, causing me to miss appointments in Bruges. I have been unable to contact Austrian Airlines for compensation. - Nela Deleu, Bruges

I recently made a reservation for a flight from Lisbon to Warsaw with a confirmation number OEAJ4V. Unfortunately, the flight was canceled without any prior notification from your end. A mere two days before the scheduled departure, upon checking the Expedia website, I discovered the cancellation. While Expedia attempted to offer an alternative flight option, the only available one would have arrived a day late. Consequently, I had to secure another flight at an increased cost of $[redacted]. The additional expenses were settled using my credit card, which I am now required to clear. It is perplexing to me why the funds are being held by you as the cancellation was initiated by the airline. Instead of issuing a credit, I am in urgent need of a refund to cover the unforeseen expenses incurred. Despite multiple attempts to communicate through the online forms provided, there has been no response regarding the refund. Kindly expedite the process and reimburse the amount owed without further delay.

On Thursday, I attempted to travel from Heathrow Airport to Suvarnabhumi Airport in Bangkok with my three cats via Austrian Airlines, but was denied boarding due to not having an import permit from Thailand for the cats. Despite prior communication with Thailand quarantine stating that no import permit was necessary for checked baggage cats, an Austrian Airlines staff member at Heathrow insisted on this documentation. This misinformation caused me to miss my flight and separate from my family, resulting in significant stress and financial expenses. My son, who has Asperger's, had to fly alone to Bangkok. The Thai quarantine in Bangkok confirmed the unnecessary nature of the import permit in their repeated correspondence. The situation has jeopardized my job interview in Thailand, and I am missing crucial medication. I have documentation from Thai quarantine reiterating the exemption of an import permit for checked baggage cats.

I am Naira Melkumyan. I purchased a fully refundable round trip ticket for AMD [redacted],[redacted] (approximately $1,[redacted]). Unfortunately, I had to cancel my return flight and requested a refund for the return ticket (number: [redacted][redacted]). However, I only received a refund of AMD 62,[redacted] (around $[redacted]), which is significantly less than eight (8) percent of the total ticket price. Despite reaching out to Austrian customer service and emailing [redacted] multiple times, my issue remains unresolved. I would like to escalate this matter to the Senior Management of Austrian Airlines. As a loyal customer and Miles and More member for over twenty years, I expect a prompt and satisfactory resolution to my concern. I am hopeful that the correct refund amount will be issued promptly. For communication, please reach me via email at [redacted] or phone at +1-[redacted]. I am currently located in Washington DC, in the Eastern Standard Time zone.