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Austrian Airlines Complaints - Effective Procedures, Contact Information, and Passenger Rights
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188 comments
Monika M
Verified | Nov 5, 2026
Sofia-Lyon
Economy
No reason given
Dear Austrian Airlines Customer Relations Team, I am writing to follow up on my formal compensation claim under EU Regulation (EC) No 261/2004 regarding the cancellation of flight OS353 from Vienna to Lyon on 13 October 2026. My original journey was from Sofia to Lyon via Vienna, booked under a single reservation. My scheduled arrival time in Lyon was 12:10. However, at 08:38 on the day of travel, I received an SMS informing me that flight OS353 had been cancelled, without any explanation. I was subsequently rebooked via Brussels on flights SN2902 and SN3593, with an expected arrival in Lyon at 22:20, resulting in a delay of 10 hours and 10 minutes. During this disruption, I had to spend an extended period waiting at Brussels Airport. Despite the significant delay, I was provided with only one meal voucher worth EUR 15, which was insufficient to cover my food and refreshment needs during the waiting period. As a result, I incurred additional expenses for meals and refreshments. I have attached the relevant receipts as supporting evidence: β’ Receipt 1: EUR 15.90 β’ Receipt 2: EUR 12.29 Total documented food and refreshment expenses: EUR 28.19. I therefore request: 1. Compensation of EUR 250 under Article 7 of EU Regulation (EC) No 261/2004 for the cancellation of flight OS353 and the significant delay in reaching my final destination. 2. Reimbursement of EUR 28.19 under Article 9 of EU Regulation (EC) No 261/2004 for reasonable food and refreshment expenses incurred during the extended waiting period, to the extent that these expenses were paid personally and were not covered by the meal voucher. 3. Written confirmation of the exact reason for the cancellation of flight OS353. If extraordinary circumstances are invoked, I request a detailed explanation and supporting evidence. The total amount of my claim is EUR 278.19, subject to confirmation of the eligible out-of-pocket expenses. I kindly request that the compensation and reimbursement be paid by bank transfer rather than travel vouchers. My bank details are as follows: Account holder: Monika Mincheva IBAN: BG29 STSA 9300 0021 3451 94 Requested payment currency: EUR Please arrange payment to the above-mentioned bank account. My existing case reference is 2610-OS-04477. I have attached the relevant boarding passes, SMS cancellation notification and receipts to support my claim. I kindly ask you to confirm receipt of this additional information and provide an update regarding the processing of my compensation and reimbursement request. Thank you for your attention. I look forward to your response. Kind regards, Monika Mincheva Case reference: 2610-OS-04477
- Sofia-Lyon
- Economy
Jianguang W
Verified | Oct 30, 2026Vienna-Timisoara
Economy
Unknown
first day i had buy new cloths. had big headache because I had important business meeting that require me to wear a suit that i did not have.- Vienna-Timisoara
- Economy
Nikol U
Verified | Oct 19, 2026Bourgas-Paris
Economy
Unknown
I was sick during my trip and all my medication and my inhaler was in my luggage. So my health was at risk during the time without my luggage. Also i didnt have any sanitary products with nor clothes and i was in a city 4 hours away from a town with open shops on the weekend. So i spent two days with nothing.- Bourgas-Paris
- Economy
Monika M
Verified | Oct 19, 2026Sofia-Lyon
Economy
Claim escalated to airline
No reason given
Dear Austrian Airlines Customer Relations Team, I am writing to follow up on my formal compensation claim under EU Regulation (EC) No 261/2004 regarding the cancellation of flight OS353 from Vienna to Lyon on 13 October 2026. My original journey was from Sofia to Lyon via Vienna, booked under a single reservation. My scheduled arrival time in Lyon was 12:10. However, at 08:38 on the day of travel, I received an SMS informing me that flight OS353 had been cancelled, without any explanation. I was subsequently rebooked via Brussels on flights SN2902 and SN3593, with an expected arrival in Lyon at 22:20, resulting in a delay of 10 hours and 10 minutes. During this disruption, I had to spend an extended period waiting at Brussels Airport. Despite the significant delay, I was provided with only one meal voucher worth EUR 15, which was insufficient to cover my food and refreshment needs during the waiting period. As a result, I incurred additional expenses for meals and refreshments. I have attached the relevant receipts as supporting evidence: Receipt 1: EUR 15.90 Receipt 2: EUR 12.29 Total documented food and refreshment expenses: EUR 28.19. I therefore request: Compensation of EUR 250 under Article 7 of EU Regulation (EC) No 261/2004 for the cancellation of flight OS353 and the significant delay in reaching my final destination. Reimbursement of EUR 28.19 under Article 9 of EU Regulation (EC) No 261/2004 for reasonable food and refreshment expenses incurred during the extended waiting period, to the extent that these expenses were paid personally and were not covered by the meal voucher. Written confirmation of the exact reason for the cancellation of flight OS353. If extraordinary circumstances are invoked, I request a detailed explanation and supporting evidence. The total amount of my claim is EUR 278.19, subject to confirmation of the eligible out-of-pocket expenses. I kindly request that the compensation and reimbursement be paid by bank transfer rather than travel vouchers. My bank details are as follows: Account holder: Monika Mincheva IBAN: BG29 STSA 9300 0021 3451 94 Requested payment currency: EUR Please arrange payment to the above-mentioned bank account. My existing case reference is 2610-OS-04477. I have attached the relevant boarding passes, SMS cancellation notification and receipts to support my claim. I kindly ask you to confirm receipt of this additional information and provide an update regarding the processing of my compensation and reimbursement request. Thank you for your attention. I look forward to your response.- Sofia-Lyon
- Economy
- Claim escalated to airline
Tamar O
Verified | Oct 15, 2026Naples-Vienna
Economy
Unknown
I was denied boarding on my original flight from Naples to Vienna due to overbooking. The airline provided me with a re-routed flight via Paris. However, the first flight from Naples was delayed, causing me to miss the original connection in Paris. As a result, I had to get another flight from Paris to Vienna and arrived at my final destination at midnight, experiencing a severe overall delay.- Naples-Vienna
- Economy
Suvam K
Verified | Oct 13, 2026Delhi-Schonefeld
Economy
I have to suffer with problem where i planned everything in prior. With no compensation in replacement. Horrible decision.
I have book my flight long before to aviod high price and no choice option. Today morning airline canceled my return flight and asked to choose some other option. When i checked for the option then in every option i have to pay more then 450 euros where there was no mistake of mine. Upon that wanted to pay me more for getting now return ticket which was the problem from airline. When i spoke to Customer support she told only option either you pay and get return ticket or cancel the whole and get refund. Really horrible for me and early morning. Then all upon that i asked atleast give me some compensation on my return booking. Then she is telling we can't give.Overall
Really unethical and no value of money 
Nothing was good, poor management and doesn't care for customer.
- Delhi-Schonefeld
- Economy
Tora T
Verified | Oct 9, 2026Athens-Sibiu
Economy
Unknown
I have important documents in there which i need urgently for my job. also i was on a 4 month trip (working for the season) so pretty much everything is in there.- Athens-Sibiu
- Economy
Esraa A
Verified | Oct 6, 2026Cairo-Mulhouse
Economy
Unknown
This caused a lot of stress and impacted me very badly due to having a business meeting and I donβt have clothes or personal stuff The lady before boarding in the 2nd flight told me incorrect information that my bag will be delivered safely and no problem and this wasnβt that case This cause a lot of humiliation to me- Cairo-Mulhouse
- Economy
Teodora P
Verified | Oct 6, 2026Chisinau-Mulhouse
Economy
Claim escalated to airline
Unknown
I went to Strasbourg for business, and unfortunately, due to the delay and since it was not clear from the messaging whether the luggage would arrive on time by the next day or not, I had to get a new set of toiletries and a new set of clothes for the extra day. I am happy that it arrived, but I would not have had to spend almost β¬ 300 if the luggage had not been delayed.- Chisinau-Mulhouse
- Economy
- Claim escalated to airline
Silda B
Verified | Sep 24, 2026Tirana-Ibiza
Economy
Claim escalated to airline
Unknown
My luggage was delayed for two days, forcing me to repurchase essential items including a dress, a night cover-up, and sunglasses. The airline only offered β¬200 in compensation without providing any justification or breakdown for this amount, which does not cover my actual expenses and inconvenience.- Tirana-Ibiza
- Economy
- Claim escalated to airline
Mohamed Aziz M
Verified | Sep 22, 2026Vienna-Tunis
Economy
Unknown
Fly from Viene to Rome OS0557 was delayed with more than one hour ,due to this we were not able to go in the next flight from Rome to Tunis AZ0862, we spent the night in the hotel and fly second day with AZ864- Vienna-Tunis
- Economy
Zarine G
Verified | Sep 18, 2026Yerevan-Amsterdam
Economy
Claim escalated to airline
Unknown
The first flight was 10 minutes late, and as we (me and my parents) have spent 30 minutes in passport controls the correspondance (transite) has gone without us. So we had to wait more than 8 hours in the airport.- Yerevan-Amsterdam
- Economy
- Claim escalated to airline
Adnan A
Verified | Sep 12, 2026Tbilisi-Amsterdam
Economy
No reason given
We are tald that there is a delay about 20 minutes for our flight from Tbilisi to Vienna , But it was more than 50 minutes delay , so due to this delay we missed the flight from Vienna to Amstrdam . By the time we managed to contact the airline te arrange an alternatieve a delay of more than 5 hours and 10 minutes had elapsed before we reached our final destination , Amsterdam- Tbilisi-Amsterdam
- Economy
Roman Filip K
Verified | Sep 8, 2026Amsterdam-Vienna
Economy
Successful claim
No reason given
Our Austrian Airlines flight OS318 from Amsterdam to Vienna on 31 August 2026 was repeatedly delayed before eventually being cancelled. The departure time was first postponed twice by approximately one hour and then by another 15 minutes. Austrian Airlines only informed us that the flight had been cancelled approximately 15 minutes after the originally scheduled departure time. After the cancellation, Austrian Airlines provided us with a QR code which we used to arrange accommodation at a hotel in Amsterdam. The hotel itself was covered by the airline, so we did not have to pay for the accommodation. However, there were four passengers in our group, and we had to pay for the remaining expenses ourselves, including meals and taxis. We have kept the relevant receipts and are submitting them with this claim. We eventually arrived in Vienna on 1 September 2026 at approximately 9:00 AM, around one day later than originally planned. The cancellation caused significant inconvenience. We had to spend an unexpected night in Amsterdam, had very limited sleep, and were unable to return home as planned. I also missed work the following day and had to postpone and rearrange various personal and everyday commitments because of the unexpected delay and late arrival. The situation also required considerable additional time and effort to deal with the airline and arrange the necessary travel and expenses. After the cancellation, I attempted to resolve the matter directly with Austrian Airlines. I tried to submit a compensation and expense reimbursement claim through their online system several times, but the form repeatedly returned an HTTP 500 technical error and did not allow me to complete the submission. I tried different browsers and other troubleshooting steps, but the issue persisted. I therefore contacted Austrian Airlines by phone. I spoke with their customer support on two occasions and explained that the online claim form was not working. The first representative told me that the issue would be forwarded to their technical team and asked me to try again later. When the problem persisted, I contacted them again. The second representative went through the troubleshooting steps with me, took my contact details, and escalated the issue to the technical team. I was explicitly informed that, at that time, there was no other way for me to submit the claim and that the technical team would contact me. As the online claim system continued to be unavailable, I decided to pursue the claim through AirAdvisor instead. I have attached the relevant communication and supporting documentation, including evidence of the technical error on Austrian Airlines' website. I was unable to upload the original video showing the HTTP 500 error, so I have included a screenshot from the video instead. We did not miss any specific event or lose money from a cancelled booking or ticket. However, we did incur additional out-of-pocket expenses as a direct result of the cancellation, particularly meals and taxis for all four passengers. The relevant receipts are attached to support the reimbursement claim.- Amsterdam-Vienna
- Economy
- Successful claim
Karan B
Verified | Sep 5, 2026Vienna-Larnaca
Economy
Unknown
I was not allowed to onboard because Austrian airlines overbooked the flight. The next flight they gave me was via Athens and the entire journey took me 30 hours. Additionally, they said my luggage would arrive at Larnaca which it didnβt. Due to the delay I lost my hotel booking who said I was a no-show and charged me full amount. I had to book another hotel and I have been in Parma a without my luggage since last 4 days. Due to this delay I lost my travel package where I was suppose to go with the tour. Along with that I made 3 trips to the airport from Nicosia to larnaca where I go no answers and the phone numbers they give to reach out are useless. It was my first visit to Cyprus and I have been struggling to get any answers and been in really bad shape. Traumatic and anxious is the constant feeling.- Vienna-Larnaca
- Economy
Zaris Dragos T
Verified | Sep 5, 2026Bucharest-Vienna
Economy
Unknown
My son is under 16, he had my accept and his mothers accept to fly aline but the romanian police stiped him in the airport and postpone his trip to the gate until the flight departure.- Bucharest-Vienna
- Economy
Elena G
Verified | Sep 4, 2026Shanghai-Gothenborg
Economy
Unknown
My whole suitcase got ripped apart iteama are missing in the light luggage and the black one has been beaten to death as well. My new clothes are gone, my present from China are gone. Just my underpants and shoes are left- Shanghai-Gothenborg
- Economy
HΓ₯kan H
Verified | Sep 2, 2026Stockholm-Catania
Economy
Unknown
We was informed that 22/8 that they have found the baggage in Vienna. It would arrive in Catania air port 22/8 and then transported to our address in Syracusa approx 14:00 . We were told to be max 15 min from our address so we could meet up the driver. The driver never showed up and the air port didnΒ΄t answer when were calling... When the air port answered 23/8 we were told that the luggage was on its way from Vienna and would arrive in Catania today and we were told once again to be close to our address in Syracusa. The baggage did not show up 23/8! 24/8 we came in contact with the delivery company H24L and we were told that they did not have any order for the transportation. The woman at H24L contacted the air port and called back and informed us that they would pick up the baggage and deliver to us in Syracusa 25/8 between 14-15. The baggage arrived 25/8 15:20. I had all my things in the delayed bag Due to all this we had to cancel all our activities the first 4-5 days of our vacation. We could not attend any tours etc because we had to be close to our address in Syracusa for the delivery. This destroyd our stay in Syracusa completly!! Only the costs for Accomodation and Flight tickets for our 8 days in Sicily is about 22 000 SEK (2 000 Euro). To that comes the lost of time for vacation which is hard to put an value on... A fair compensation would be about 1 800 Euro Br HΓ₯kan- Stockholm-Catania
- Economy
Francisco Javier M
Verified | Aug 31, 2026Vienna-Barcelona
Economy
Influence by other flights
their answer was that the flight was delayed 2h52m, but that is not exactly true: The aircraft landed with a 2h52m delay, but the door was not opened until later than 3 hours and nobody was able to leave the plane. According to the EU Court of justice, this is how the dealy should be counted: Arrival delay is measured from the scheduled arrival time to the time the aircraft doors are opened at the destination β or more precisely, when the aircraft lands and docking is completed (as per CJEU case Germanwings v Henning, C-452/13). This is the actual time passengers can disembark, not when the plane touches the runway. Airlines cannot claim on-time arrival based on wheels-down time if door opening was delayed.- Vienna-Barcelona
- Economy
Dointae L
Verified | Aug 29, 2026Budapest-Podgorica
Economy
Claim escalated to airline
No reason given
I spoke to the service desk and she said they couldn't help me out with an hotel only 20euros. 10 hour layover- Budapest-Podgorica
- Economy
- Claim escalated to airline
Yevgen P
Verified | Aug 25, 2026Amsterdam-Chisinau
Economy
Was a blue Samsonite luggage size XL. Weight 16kg. In soft cover. After changing of flights during cancellation of my original flight. My luggage was lost
- Amsterdam-Chisinau
- Economy
Jona D
Verified | Aug 17, 2026Brussels-Tirana
Economy
Successful claim
No reason given
I am writing to submit a formal complaint under Regulation (EC) No 261/2004 concerning Austrian Airlines flight OS298 from Brussels to Vienna on 1 July 2026. Austrian Airlines reference: 2608-OS-02842 The flight was initially delayed and subsequently cancelled, resulting in an approximately 24-hour disruption to my journey. I submitted my compensation claim directly to Austrian Airlines and, following several exchanges, requested clarification and supporting evidence concerning the reason for the disruption. Austrian Airlines has maintained its refusal to pay statutory compensation under Article 7, stating that the disruption was caused by βair traffic control restrictionsβ and therefore constituted extraordinary circumstances. However, Austrian Airlines has not provided me with documentary or operational evidence demonstrating the precise nature, timing and duration of the alleged ATC restrictions, nor evidence establishing that those restrictions directly caused the entire disruption, including the initial delay and subsequent cancellation. Most importantly, in its latest response Austrian Airlines expressly stated: βWe only send official documentation related to this incident to the appropriate Aviation Authority.β I am therefore referring the matter to you as the competent authority and respectfully requesting an independent investigation and assessment of whether Austrian Airlines has actually satisfied the requirements for exemption from compensation under Article 5(3) of Regulation (EC) No 261/2004. 1. Evidence of the alleged ATC restriction I respectfully request that the Authority obtain directly from Austrian Airlines the relevant ATC documentation, operational records, logbook extracts, incident reports and/or other contemporaneous evidence identifying the precise air traffic management restriction relied upon by the airline, including its timing and duration. I fully recognise that a genuine air traffic management restriction may constitute an extraordinary circumstance. However, I respectfully submit that the existence of an ATC restriction in general should not by itself be sufficient to establish an exemption from compensation without demonstrating its specific effect on my flight. 2. Direct causal connection with OS298 I respectfully request verification that the alleged ATC restriction specifically affected OS298 on 1 July 2026 and was directly responsible for the entire disruption. This is particularly important because the flight was initially delayed and was subsequently cancelled. I therefore ask the Authority to determine whether the ATC restriction was responsible for the complete sequence of events leading to the cancellation, rather than merely contributing to an earlier portion of the delay. I would also respectfully ask that it be verified whether any subsequent operational circumstances β including aircraft rotation, crew availability, scheduling decisions or other factors within the carrier's sphere of operations β contributed to the eventual cancellation. 3. Reasonable measures taken by Austrian Airlines Even where extraordinary circumstances exist, Article 5(3) requires the operating air carrier to demonstrate that the cancellation could not have been avoided even if all reasonable measures had been taken. I therefore respectfully request that Austrian Airlines be asked to identify the specific measures it took to prevent the initial disruption from developing into a cancellation and an approximately 24-hour delay in reaching my destination. 4. Alternative rerouting I particularly request that the Authority examine whether Austrian Airlines investigated reasonable alternative direct or indirect flights that could have enabled me to reach my final destination substantially earlier. This should include, where relevant, available flights operated by other air carriers and reasonable indirect routing possibilities. Following the cancellation, the solution ultimately provided resulted in my reaching my destination approximately 24 hours later than originally scheduled. I therefore respectfully request verification of: what alternative flights and routes were available following the cancellation; whether Austrian Airlines considered those alternatives; whether seats were available on reasonable earlier alternatives, including flights operated by other carriers; and if such alternatives were not offered, the reason why. 5. Austrian Airlines' burden to substantiate the exemption Austrian Airlines is relying on extraordinary circumstances in order to deny statutory compensation. I therefore respectfully request that the Authority assess whether Austrian Airlines can substantiate both: (a) the existence of an extraordinary circumstance having a direct causal relationship with the cancellation; and (b) that the cancellation and resulting long delay could not have been avoided even if all reasonable measures had been taken. Austrian Airlines has itself informed me that the supporting documentation will only be provided to the appropriate Aviation Authority. I therefore respectfully request that this evidence now be obtained and independently examined. 6. Significant professional and personal consequences I would also like to provide the Authority with the factual context regarding the exceptionally serious impact this disruption had on me. I hold a senior public-sector position as a Director General, involving significant institutional responsibilities and time-sensitive professional commitments. As a direct consequence of the cancellation and the approximately 24-hour delay, I was unable to attend an important scheduled commitment and lost a full working day. The disruption therefore had significant consequences for professional obligations that could not simply be postponed or replaced at short notice. The consequences were also particularly difficult for me personally. I am a single mother and had organised childcare arrangements specifically around the original travel schedule. Because I was unexpectedly unable to return as planned and remained stranded for approximately another 24 hours, I had no realistic alternative but to arrange emergency extended childcare. As a result, I was required to pay approximately three times the normal childcare cost in order for a nanny to remain with my child for the additional period caused by the disruption. Being unexpectedly unable to return to my child, while simultaneously having to manage urgent professional obligations and arrange extended childcare from abroad, caused substantial practical, financial and personal difficulty. I appreciate that these individual circumstances do not themselves determine entitlement to the fixed statutory compensation under Article 7. I nevertheless respectfully ask that they be recorded as part of the factual context and the substantial real-world consequences of the disruption. 7. Request for independent determination In light of the above, I respectfully ask the Authority not to accept the general reference to βair traffic control restrictionsβ without examining the underlying evidence relating specifically to OS298. In particular, I respectfully request verification of: the precise extraordinary circumstance relied upon; its timing and duration; its specific effect on OS298; its direct causal relationship with the subsequent cancellation; whether other operational factors contributed to the cancellation; the reasonable measures actually taken by Austrian Airlines; the alternative rerouting possibilities available at the relevant time; and whether Austrian Airlines has met the requirements for exemption under Article 5(3) of Regulation (EC) No 261/2004. If Austrian Airlines is unable to establish, with adequate supporting evidence, both the direct causal relationship between the alleged extraordinary circumstances and the cancellation and that the disruption could not have been avoided despite all reasonable measures, I respectfully request that the Authority confirm my entitlement to the full statutory compensation payable under Article 7 of Regulation (EC) No 261/2004. I would also appreciate receiving, insofar as permitted under the applicable rules, the Authority's findings regarding the evidence submitted by Austrian Airlines and the factual basis upon which the extraordinary-circumstances exemption is accepted or rejected. I am attaching the relevant supporting documentation, including: flight booking/ticket documentation; documentation concerning the delay and cancellation; my original compensation claim; correspondence exchanged with Austrian Airlines; Austrian Airlines' final response under reference 2608-OS-02842; receipts and documentation concerning the expenses incurred as a consequence of the disruption; and any other relevant supporting documentation. I would be grateful for confirmation of receipt of this complaint and information regarding the next steps in the procedure. I remain fully available to provide any additional information or documentation required for your assessment. Thank you for your attention and for independently reviewing this matter.- Brussels-Tirana
- Economy
- Successful claim
Asim Fawad M
Verified | Jul 31, 2026Munich-Vienna
Economy
Our stay in vienna was for only 1 day . This delay resulted mental stress ,we missed our train. When we go to the cortumer service to report about our missed luggage the behaviour of the staff was very rude and disturbing. They very arrogantly said us to go and wait . We wanted to explore Vienna in our short trip but this delay spoil all our plans and we were not able to see Vienna .
- Munich-Vienna
- Economy
Jitenderjit Singh S
Verified | Jul 31, 2026Vienna-New York
Economy
We were stuck in security queue for so long, nobody was there to cooperate us. Even nobody was hearing there. When we reached at gate it was closed and we were almost 20 minutes late. Secondly we got our luggage on 5th day.
- Vienna-New York
- Economy
Jannis Leon L
Verified | Jul 29, 2026Cologne-Athens
Economy
Successful claim
Subject: Formal Complaint and Compensation Request: Lost/Damaged Luggage and Poor Service (Ticket #2202249989281) To Whom It May Concern, I am writing to formally lodge a complaint regarding my recent travel experience with Austrian Airlines from Cologne to Athens via Vienna. My booking was made through Lufthansa under shared codes OS8918 (Cologne-Vienna, operated by Eurowings) and OS805 (Vienna-Athens, operated by Austrian Airlines) on July 20, 2026 (Ticket #2202249989281). Upon arrival in Athens, my luggage was missing. I filed a Property Irregularity Report (PIR) with the reference number ATHOS14827/20JUL26/2334GMT. The reporting process itself was time-consuming and frustrating, characterized by minimal assistance and a lack of clear guidance regarding the next steps. Since the incident on July 20th, and over the subsequent three days, my family and I repeatedly attempted to ascertain the status of our luggage by contacting local lost and found services as well as customer service in Vienna. The provided local telephone number was completely unresponsive, and the information we received from the Vienna office was misleading. On July 23rd, we finally received confirmation that the luggage had been located in Vienna and would arrive in Athens later that day, though no further details were provided. We traveled to Athens International Airport, only to be informed that the luggage had not arrived on the earlier flight and that we would have to wait for the next one. We were instructed to retrieve the luggage ourselves and then return to the lost and found desk to confirm its receipt. After finally collecting the luggage and reporting back to the desk, we requested information on how to file a formal complaint. The staff merely directed us to the Austrian Airlines website without offering any further assistance. Unfortunately, navigating the Austrian Airlines website for guidance proved unsuccessful, and Airpaz Travel Assistance was equally unhelpful and confusing. Overall, the customer service provided by Austrian Airlines has been highly unsatisfactory. This incident caused significant, unnecessary frustration and resulted in the following tangible impacts: Out-of-Pocket Expenses: Due to being without our personal items for days, we were forced to incur unexpected expenses to purchase essential clothing and toiletries. Damaged Property: The suitcase, which was brand new prior to the flight, was returned unlocked and in poor condition, covered in scratches and minor damages. Loss of Time: Two family members (in Greece and Germany) spent significant time over three days attempting to contact the Athens airport and Austrian Airlines for updates. Travel and Lost Wage Expenses: A family member in Athens had to take over three hours off work to drive me to the airport (a 60km round trip) to collect the bag, resulting in lost wages as well as additional expenses for fuel, airport parking, and tolls. In light of the above, I expect a prompt response from Austrian Airlines detailing how you propose to compensate us for the damages, out-of-pocket expenses, and immense inconvenience caused by this ordeal. I look forward to hearing from you soon. Thank you
- Cologne-Athens
- Economy
- Successful claim
Colleen P
Verified | Jul 28, 2026Florence-Vienna
Economy
I DEMAND that someone from your office calls me. I have submitted this claim several times already, providing all of the information you requested to no avail. Your response has been one delay after another. My phone number is (734)648-0108 (United States)
- Florence-Vienna
- Economy
Fatima D
Verified | Jul 11, 2026Frankfurt-Cairo
Economy
Delayed Baggage Delivered Damaged
My checked baggage was delayed for 10 days and, when finally delivered, was found to be damaged. I request fair compensation for the damage to my suitcase in accordance with the applicable baggage regulations. Photos of the damage can be provided.
- Frankfurt-Cairo
- Economy
- Loss: β¬180
- Desired solution
Cristian Costin M
Verified | Jul 6, 2026Vienna-Bucharest
Economy
I book via ESky flight ticket from Vienna to Bucharest and back, on the ESky reservation written that included for the flight are 1 luggage for 23 kg, 1 carry on and one bag, when I make the check in , I was changed with 70 euros.
- Vienna-Bucharest
- Economy
Desiy S
Verified | Jun 30, 2026Stockholm-Sofia
Economy
I spoke to them on the same day at the airport and they said they can only offer me the next available flight and they canβt give me compensation.
- Stockholm-Sofia
- Economy
Adriana A
Verified | Jun 4, 2026Wien-Bucharest
Economy
Cabin luggage before enter in the plain.
On 1 June I had a flight Wien Bucharest at 6,30 in the morning and at the gate the employee there where at the gate told me that my cabin luggage looks a little big big and I am not aware to have 2 luggage cabin ( 1 luggage 8 Kg and another one laptop rucksack) . Without putting putting in the special hardtack or weigh the luggage they decided after a kook that my luggage is overweigh and told me that I must pay 70 Euro. I mentioned that I travel since 10 years ago with these luggage and there was no problem. After we had a little conversation raising the voice one of the employee told me : " YOU ARE A SHITTY PERSON!" Your employee that talked in this bad way didn't want to tell me her name and she covered the badges ( the lady was a young blond hair and as I saw the name barely " Berger" or something with B). My ticket was economic light! It is not possible that an employee to talk like that to a passenger when I didn't told her a word that injury her person!!!! How is that possible in 2026??? My flight was ticket number: 257-2171589165 Booking code: 97D8NW Flight: OS 691 Anghel Adriana Waiting for your kind resolve in this case and return those 70 Euro that where taken unproperly! Many thanks,Overall
- Boarding services
- Was the cooperation of the people from customer call!
- Wien-Bucharest
- Economy
- Loss: β¬70
- Desired solution
Expenses reimbursement
Hans G
Verified | May 30, 2026New York-Tirana
Economy
No reason given
I donβt have evidence I did it through their website but I am not sure if they have received my complaint or they donβt want to answer- New York-Tirana
- Economy
Laur Valentin T
Verified | May 30, 2026Vienna-Bucharest
Economy
I have been flying with this company almost monthly for over 10 years, but today I had an incredible experience with the staff at the Vienna check-in gate, more precisely with the flight manager of OS693 at Vienna airport, who canceled my flight at the gate because I did not have a credit card to pay for the extra baggage dimensions (my backpack exceeded the dimensions by a few cm (4 or 5)) and they did not want to accept cash payment. Only after they closed the gate, her colleague told me that she should told me that near at 40/50m was a info desk with possibility to pay in cash. The gate manager had an aggressive and mean speech, a very superior attitude (as if AA was her company and the customers/passengers were her slaves) and forced me to insult her, and after lying in front of the security staff. I have only had pleasant experiences with Austrian Airlines, including flights with disabled people, small children ... etc., I have always had to deal with very nice and helpful staff, trained for the comfort of passengers, I mention that I came with exactly this luggage on the flight on 27.05.2026, it was also checked in Bucharest and there was no problem that it should have been classified as Carry-on, but this is not the main aspect, but the fact that this individual specifically waited for the gate to close, without mentioning the possibility of paying in cash, something that her colleague also noticed, who told me that she should have told me this in advance, especially since I was at the gate in advance. In fact, this person is a disgrace to Austrian Airlines and should no longer hold this position. With such representatives, you risk losing regular customers of Austrian Airlines and it would be a shame. I hereby request that you take disciplinary action against this person and I personally request compensation for a new plane ticket and the inconvenience of losing another 12 hours at the airport.
- Vienna-Bucharest
- Economy
Mat?? Ε
Verified | May 8, 2026Dubai-Vienna
Economy
Problems at airport
Flight details: * Austrian Airlines flight OS90 * Route: Dubai (DXB) β Vienna (VIE) * Date: 2 March 2026 * Booking reference: 9D83UU * Ticket number: 257-9551525247 Situation: My flight from Dubai to Vienna was canceled during the escalation of the security situation in the Middle East and the closure/disruption of regional airspace. Multiple flights were canceled and there was no reliable information regarding when departures from Dubai would resume. Austrian Airlines did not provide a viable re-routing option within a reasonable timeframe. As a result, I was effectively stranded and had to arrange alternative transportation independently in order to return to my original destination, Vienna. Alternative transport: Due to the lack of available departures from Dubai, I traveled via Muscat, which was the nearest operational airport with available connections to Europe. This required: * Taxi transportation from Dubai to Muscat * Oman Air economy ticket: Muscat β Istanbul * Additional onward transportation: Istanbul β Belgrade β Vienna Total additional transportation costs exceeded approximately EUR 2,000. Additional expenses: * Hotel accommodation in Dubai due to the disruption. Current status with Austrian Airlines: * Austrian Airlines offered a refund of the unused original ticket (~CZK 6,530), however I have not accepted or confirmed the refund, as my claim concerns reimbursement of the full replacement transportation costs incurred in order to reach my original destination. * Austrian Airlines reimbursed hotel costs (~EUR 192). * Austrian Airlines refused reimbursement of the alternative transportation costs, arguing that their internal policy is to refund the unused ticket instead of reimbursing self-arranged transport. My position: I believe the airline failed to provide effective re-routing within a reasonable timeframe. The alternative transport I arranged was necessary, reasonable, and purchased in economy class under exceptional circumstances and severe travel disruption. I maintain that reimbursement of the unused original ticket alone does not cover the actual costs incurred in completing the journey to my original destination, Vienna. I have: * Full communication history with Austrian Airlines * E-ticket receipts and invoices * Hotel invoices * Proof of alternative transport and payments * Taxi transportation documentation from Dubai to Muscat- Dubai-Vienna
- Economy
Matus Ε
Verified | May 8, 2026Dubai-Vienna
Economy
No reason given
Flight details: * Austrian Airlines flight OS90 * Route: Dubai (DXB) β Vienna (VIE) * Date: 2 March 2026 * Booking reference: 9D83UU * Ticket number: 257-9551525247 Situation: My flight from Dubai to Vienna was canceled during the escalation of the security situation in the Middle East and the closure/disruption of regional airspace. Multiple flights were canceled and there was no reliable information regarding when departures from Dubai would resume. Austrian Airlines did not provide a viable re-routing option within a reasonable timeframe. As a result, I was effectively stranded and had to arrange alternative transportation independently in order to return to my original destination, Vienna. Alternative transport: Due to the lack of available departures from Dubai, I traveled via Muscat, which was the nearest operational airport with available connections to Europe. This required: * Taxi transportation from Dubai to Muscat * Oman Air economy ticket: Muscat β Istanbul * Additional onward transportation: Istanbul β Belgrade β Vienna Total additional transportation costs exceeded approximately EUR 2,000. Additional expenses: * Hotel accommodation in Dubai due to the disruption. Current status with Austrian Airlines: * Austrian Airlines offered a refund of the unused original ticket (~CZK 6,530), however I have not accepted or confirmed the refund, as my claim concerns reimbursement of the full replacement transportation costs incurred in order to reach my original destination. * Austrian Airlines reimbursed hotel costs (~EUR 192). * Austrian Airlines refused reimbursement of the alternative transportation costs, arguing that their internal policy is to refund the unused ticket instead of reimbursing self-arranged transport. My position: I believe the airline failed to provide effective re-routing within a reasonable timeframe. The alternative transport I arranged was necessary, reasonable, and purchased in economy class under exceptional circumstances and severe travel disruption. I maintain that reimbursement of the unused original ticket alone does not cover the actual costs incurred in completing the journey to my original destination, Vienna. I have: * Full communication history with Austrian Airlines * E-ticket receipts and invoices * Hotel invoices * Proof of alternative transport and payments * Taxi transportation documentation from Dubai to Muscat- Dubai-Vienna
- Economy
Sajmen S
Verified | May 6, 2026New York-Tirana
Economy
Waited 10 hours in the airport and they never offered any hotel or other flight. Flight delayed in Vienna 10 hours due to their reeboking. EU law compensates 600 euro per passenger since the delay happened in eu country vienna
- New York-Tirana
- Economy
Manuela R
Verified | May 4, 2026Shanghai-Venice
Economy
Our flight Shanghai-Vienna landed in Vienna with more than 1 hour delay and we did not manage to board on time on the airplane with destination to Venice (17.25). So we had to take the following flight to Venice (21.20).
- Shanghai-Venice
- Economy
Anna Patrycja L
Verified | Apr 28, 2026Warsaw-Yerevan
Economy
Claim for compensation β delayed flight OS911 (EC 261/2004)
Temat Dear Sir or Madam, I am writing to submit a claim regarding a delayed flight operated by Austrian Airlines. Flight details: Airline: Austrian Airlines Flight number: OS911 Travel date: 18β19 April 2026 Route: Warsaw β Vienna β Yerevan Scheduled connection in Vienna: 22:35 on 18 April 2026 Passengers: Anna Patrycja Lewandowska β ticket number: 2572171498804 Oleksandr Yarmolenko β ticket number: 2572171498805 Due to a technical issue with the aircraft, the flight was rescheduled to 06:40 on 19 April 2026, resulting in a significant delay in arrival at the final destination in Yerevan. According to Regulation (EC) No 261/2004, technical issues with an aircraft do not constitute extraordinary circumstances. Therefore, we are entitled to compensation. In light of the above, I kindly request compensation in the amount of 600 EUR per passenger.
- Warsaw-Yerevan
- Economy
- Desired solution
Caroline N
Verified | Apr 23, 2026Paris-Vienna
Economy
Refund of extra costs due to cancellation
Hello, We were notified late on April 15, 2026, of the cancellation of the Lufthansa flight, even though we had booked with Austrian Airlines for three people. We had no choice but to choose another airlineβin this case, Air Franceβbut this incurred an additional cost of 220 euros per passenger. Since we booked the Austrian Airlines flight two months in advance, this is unacceptable.Overall
- obligation d'acheter un billet Air France Γ 220 euros supplΓ©mentaire par personne
- Aucun, difficultΓ© pour se faire rembourser et avoir un interlocuteur
- Paris-Vienna
- Economy
- Loss: β¬657.72
- Desired solution
Ping X
Verified | Apr 23, 2026Shanghai-Schonefeld
Economy
No reason given
The flight PVG-VIE has delayed, and I couldn't catch the connecting flight to BER on 13. Apr (OS 233). The airline changed me to next day 14. Apr (OS 223). Finally I arrived one day later than planned. The email informing the change is attached. I submitted a compensation claim directly to the airline. The airline rejected the claim, stating that the delay was due to βairport restrictionsβ and therefore considered an extraordinary circumstance under EU Regulation 261/2004. I requested supporting evidence (e.g., ATC reports, delay codes, or official documentation) to justify this claim. However, no specific evidence has been provided so far. οΏΌ I have followed up and formally asked the airline to provide proof within 5 working days, but I have not yet received a substantive response.- Shanghai-Schonefeld
- Economy
Magdalena D
Verified | Mar 29, 2026Economy
Check-in, in flight customer service
would like to raise a complaint regarding the extremely long and stressful check-in process for my recent flight (OS36 from JFK to Vienna). Despite arriving at the airport 3.5 hours before departure, we were forced to wait approximately 2.5 hours in a single, very long line shared by Austrian Airlines, Lufthansa, and Swiss passengers. There were clearly not enough check-in agents available to handle the volume of travelers. This caused significant stress and anxiety, and we barely made it to our flight on time. I believe this situation reflects poor organization and insufficient staffing, and I hope you will take steps to improve the check-in experience for future passengers.The unpleasant experience continued during the flight. For approximately six hours, the cabin temperature was uncomfortably high, making it very difficult to relax or sleep. Many passengers, including myself, were visibly uncomfortable due to the heat. Additionally, I attempted to request assistance by using the call button, as I was very thirsty and needed water. Unfortunately, no flight attendant responded to my request, which was disappointing and added to the overall negative experience. Overall, the in-flight conditions and lack of responsiveness from the cabin crew significantly impacted my comfort and well-being during the journey.Overall
- Poor check in and poor customer service on board.
- The captain of the flight - take off, landing, flight, communication..
- Economy
- Desired solution
Other - I would like to raise a complaint regarding the extremely long and stressful check-in process for my recent flight (OS36 from JFK to Vienna). Despite arriving at the airport 3.5 hours before departure, we were forced to wait approximately 2.5 hours in a single, very long line shared by Austrian Airlines, Lufthansa, and Swiss passengers. There were clearly not enough check-in agents available to handle the volume of travelers. This caused significant stress and anxiety, and we barely made it to our flight on time. I believe this situation reflects poor organization and insufficient staffing, and I hope you will take steps to improve the check-in experience for future passengers. he unpleasant experience continued during the flight. For approximately six hours, the cabin temperature was uncomfortably high, making it very difficult to relax or sleep. Many passengers, including myself, were visibly uncomfortable due to the heat. Additionally, I attempted to request assistance by using the call button, as I was very thirsty and needed water. Unfortunately, no flight attendant responded to my request, which was disappointing and added to the overall negative experience. Overall, the in-flight conditions and lack of responsiveness from the cabin crew significantly impacted my comfort and well-being during the journey.In my opinion Austrian Airline service went down dramatically. I've been using your airline for more than 20 years, and it's never been as bad as this time. Even when I tried to fill up the online complaint form, it didn't work. I've wasted over an hour trying over and over without success. Thank you for your time, I hope that will help you improve your customer service.
Gregory Starosta S
Verified | Mar 16, 2026Vienna-Tel-aviv
Economy
Terrible customer service formal approach
Flight canceled due to security situation I requested refund airline refused reason beyond their control Nonsense and illegal it's not my fault why should I pay for unused service- Vienna-Tel-aviv
- Economy
- Desired solution
Refund
Ronny N
Verified | Mar 11, 2026Tel-aviv-Zurich
Economy
Problems at airport
I reached out to the airline, but they told me, they can not refund my ticket since I have booked over a travel agency called go to gate- Tel-aviv-Zurich
- Economy
Meris M
Verified | Mar 8, 2026Sarajevo-Pristina
Economy
Dear AirAdvisor Team, I am submitting this complaint regarding the unlawful denial of boarding by Austrian Airlines on 26 January 2026 on my itinerary Sarajevo β Vienna β Pristina, and the subsequent rejection of my claim by the airline under reference 2602-OS-07376. I respectfully request your assistance in pursuing compensation under Regulation (EC) No 261/2004, as the airlineβs explanation for the denial of boarding is factually incorrect, legally insufficient, and contradicted by objective evidence. 1. Flight and Travel Details Passenger: Meris Musanovic Airline: Austrian Airlines Date of travel: 26 January 2026 Route: Sarajevo (SJJ) β Vienna (VIE) β Pristina (PRN) I completed check-in at Sarajevo Airport, where Austrian Airlines staff inspected my travel documents (both my passport and Bosnia and Herzegovina biometric ID card) and issued boarding passes for the entire itinerary. I was transported on the SarajevoβVienna flight without any objection regarding the validity of my travel documents. 2. Denial of Boarding in Vienna Upon arrival in Vienna and when attempting to board the ViennaβPristina flight, Austrian Airlines staff refused to allow me to board. The reason provided was that my Bosnia and Herzegovina ID card was allegedly βnot biometricβ and therefore not valid for travel. This assertion is objectively incorrect. All Bosnia and Herzegovina identity cards issued since 2013 are biometric documents, issued by the competent national authority IDDEEA, containing an embedded electronic chip storing biometric data. These identity cards are valid travel documents for entry into Kosovo under applicable regional travel arrangements. 3. Failure to Properly Verify the Document Despite repeated requests, Austrian Airlines staff: relied solely on visual inspection of the ID card, refused to electronically read the biometric chip, declined to conduct technical verification of the document, refused meaningful consultation with competent authorities, and repeatedly asserted, without evidence, that the document was invalid. The biometric nature of an identity document is not a matter of subjective airline discretion, but rather one of objective technical verification. 4. Verification by Competent Authorities After approximately six hours stranded at Vienna Airport, the following confirmations were obtained: Austrian Border Police confirmed that my ID card was biometric and valid. An Austrian biometric document expert electronically verified the ID card using official equipment, in the presence of Austrian Airlines staff. Written confirmations were obtained from: Kosovo border authorities Embassy of Kosovo in Vienna Bosnia and Herzegovina consular authorities To date, Austrian Airlines has produced no evidence contradicting these official confirmations. 5. Unequal and Arbitrary Treatment β Comparator Case A particularly important fact demonstrating the arbitrariness of the airlineβs decision concerns another passenger, Ms. Jasna PekiΔ. Ms. PekiΔ: travelled with me on 26 January 2026, was denied boarding together with me on the same ViennaβPristina flight, was refused carriage on the identical grounds of allegedly βinvalid general travel documents,β held the same type of Bosnia and Herzegovina biometric ID card. However, on 27 January 2026, Ms. Jasna PekiΔ boarded an Austrian Airlines flight from Vienna to Pristina and successfully entered Kosovo using the exact same ID card. If the document had genuinely been invalid, she would necessarily have been denied boarding again or refused entry by Kosovo authorities. Neither occurred. This clearly demonstrates that the denial of boarding on 26 January 2026 resulted from an arbitrary and inconsistent assessment of travel documents by Austrian Airlines staff, raising serious concerns regarding equal treatment and non-discrimination of passengers. 6. Legitimate Expectations Created by the Airline Prior to the denial of boarding, Austrian Airlines: inspected my travel documents, accepted check-in, issued boarding passes for the entire itinerary, transported me from Sarajevo to Vienna without objection. This sequence created a legitimate expectation that the applicable travel requirements were satisfied. 7. Care Provided by the Airline During the incident: I remained stranded at Vienna Airport for approximately six hours. Austrian Airlines failed to provide adequate assistance as required by EU passenger rights legislation. Passengers were encouraged to purchase new tickets at their own expense. Only after several hours was a voucher of EUR 20 issued, which was wholly inadequate. 8. Final Outcome of the Journey Due to the continued refusal by Austrian Airlines staff to allow boarding, I was prevented from completing my journey to Pristina. As a result, I never reached my final destination. Instead, on the same day (26 January 2026) I returned from Vienna to Sarajevo at approximately 22:00, effectively abandoning the journey. The denial of boarding therefore prevented me from travelling to Kosovo for professional purposes, forcing the cancellation of my planned business activities and obligations in Pristina. 9. Consequences and Inconvenience The incident caused significant disruption and losses, including: being stranded at Vienna Airport for several hours, being completely prevented from reaching my destination, cancellation of a business trip, disruption of professional obligations in Kosovo, financial losses related to travel arrangements, professional and reputational inconvenience. 10. Legal Basis Under Regulation (EC) No 261/2004 Under Articles 2(j) and 4 of Regulation (EC) No 261/2004, passengers are entitled to compensation where boarding is denied against their will. Denied boarding is lawful only where refusal is based on objective and verifiable grounds, such as genuine deficiencies in travel documentation. In this case: the travel document was valid, its biometric nature was confirmed by competent authorities, another passenger travelled the next day using the identical document. The refusal therefore resulted from an erroneous interpretation and failure to verify valid travel documentation, which constitutes denied boarding under EU261. Furthermore, Austrian Airlines failed to provide the assistance required under Articles 8 and 9 of the Regulation. Given the flight distance (under 1500 km), passengers are entitled to EUR 250 compensation under Article 7. 11. Relevant EU Legal Principles and Passenger Rights The Court of Justice of the European Union has consistently held that Regulation (EC) No 261/2004 must be interpreted broadly in favour of passenger protection, ensuring a high level of protection for air travellers. Airlines may refuse boarding based on travel documentation only where the refusal is objectively justified and proportionate. Where denial results from misinterpretation of documentation requirements or failure to properly verify travel documents, the responsibility lies with the carrier. Where passengers present valid travel documents and denial of boarding results from erroneous assessment by airline staff, such refusal falls within the scope of denied boarding under EU261, triggering the airlineβs obligations to provide assistance and compensation. 12. Request for Assistance I therefore request Air Advisorβs assistance in pursuing: EUR 250 compensation for unlawful denied boarding under Regulation (EC) No 261/2004 acknowledgement that the denial of boarding was unjustified. I am able to provide supporting documentation, including: Austrian Airlines correspondence boarding passes and booking confirmations confirmations from authorities regarding the biometric nature of the ID card witness confirmation from Ms. Jasna PekiΔ. Yours sincerely, Meris Musanovic
- Sarajevo-Pristina
- Economy
Jasna P
Verified | Mar 3, 2026Sarajevo-Pristina
Economy
As you can see from the supporting docs of my claim, I was unlawfully denied boarding by Austrian airlines from Vienna to Pristina based on their assessment of biometric documents, even after successfully boarding me in Sarajevo. In their correspondence, they are claiming no responsibility because the TIMATIC system showed them the interpretation of required docs, including the symbol. Whilst that may be so, I still think the airline bears full responsibility, because: 1) they boarded us in Sarajevo, 2) they refused to even entertain the idea that the "system" might be wrong, 3) after proving my claim with the Austrian border police force (since they didnt recognize any of the written evidence provided by both BiH and Kosovo authorities), they rectified the error in the system and I am travelling to Pristina without any issues ever since (including the following day, when I had to purchase a new ticket), 4) they have generated significant financial, reputational and business costs for which they are claiming no responsibility, 5) they have done this unlawful breach to a number of BiH citizens, and none have received any apology, let alone compensation (my fellow passenger Mr Musanovic will also write a separate claim with you). Please reach out to me should you need any additional information. Many thanks in advance, Jasna
- Sarajevo-Pristina
- Economy
Gorjana U
Verified | Feb 16, 2026Sarajevo-Pristina
Economy
Successful claim
Dear Sirs, On 20.11.2025. I was wrongfully denied boarding the flight from Sarajevo to Pristina via Vienna. At that moment I had two valid biometric travel documents -BiH ID and BIH passport. Since January 2025 when visa regime was removed for BIH citizens by Kosovo Government I flew minimum 10 times with different companies including Austrian operated flight Sarajevo-Stoccarda-Pristina in June 2025 and there was no problem with the same documents that time! Basically all of a sudden, with no regulations changed since January 2025 by authorities in Pristina, Austrian Airlines staff decided that my ID was not good enough as they said it was not biometric. Then I wrote an e mail to issuing authority of BiH ID cards and they stated all BIH national documents are biometric since 2013, but since July 2023 there is also a mark on it that it is a biometric document. Airport staff was unaware of that tiny issue although they deal with traveling documents every single day!!!! Ground staff at Austria Airlines counter that morning told me that Austria Airlines deported one passenger from Vienna due to the same reason ten days prior to 20.11.2025. However, I also had my biometric passport with me at the boarding and explained that in my old passport I also had entry stamps -as in first months also airport staff in Pristina was not sure about new proceedings ! Long story short I was said that I could not board -what a terrible humiliation! I think that after 11 months since Visa removal for BiH citizens airline company at the airport was supposed to be updated of all the standing regulations and validity of personal documents ! The following day on 21.11.2025. I flew with another company and did another route and entered Kosovo without any problem 28 hours later then I was supposed to.So what happened here is that Austrian Airlines stole my money, did me wrong and did not want to assume responsibility for that. Apparently now after I wrote them and proved that BiH documents are biometric they updated their system but I believe that if they had done their job and due diligence on time -they had similar case ten days before , I would have travelled without any problem! I think it is not travelers job to educate airport staff about documents and regulations and to finance their errors and mistakes! I was very frustrated due to this deeply wrong treatment and their complete lack of understanding that the basic decency once they acknowledge I was right was to refund my unused ticket and pay me the compensation also for all the work I did for them!! Moreover I lost my father in September 2025 and that was my first trip after a terrible period but instead of having a much needed escape-rest i was removed from a flight basically for no reason!!!!!!! Best regards, Gorjana Uscumlic
- Sarajevo-Pristina
- Economy
- Successful claim
Mohammad Ali T
Verified | Feb 4, 2026Tehran-Toronto
Economy
No reason given
Flight OS88 (TehranβVienna) on January 17, 2026 was cancelled. Austrian Airlines did not offer any replacement flight or rerouting option. While in Istanbul, I tried multiple times to get assistance from both Austrian Airlines and Air Canada, but received no timely support. While attempting to purchase a replacement ticket, Air Canada misled me, instructing me to cancel my original booking and claim the fare difference later. I followed these instructions in good faith. When I realized the purchase had not gone through, I asked Air Canada to book another flight, but the agent refused and did not escalate. At the time, I was stranded abroad, with limited internet, immediately after leaving Iran during a government emergency advisory, in a stressful and dangerous situation. Austrian Airlines is now refusing reimbursement, claiming I canceled my flight following Air Canadaβs instructions, even though the lack of rerouting and support by Austrian Airlines directly caused my financial loss. I am requesting reimbursement of the replacement flight costs in line with EU Regulation 261/2004 and Canadian Air Passenger Protection Regulations.- Tehran-Toronto
- Economy
Anonymous member
Verified | Jan 13, 2026Bucharest-Wien
Economy
This itβs not possibleβ¦no place where to rest
Why itβs so long β¦no place where to seat β¦no attention noting β¦how itβs possible on this 2026β¦? What I cand do after 3 hours on the airport ?- Bucharest-Wien
- Economy
Anonymous member
Verified | Jan 13, 2026Bucharest-Wien
Economy
Bourosu Andrei. Sorin bucure
I am waiting more 3 hours what itβs the problemβ¦why itβs not information about this ..I am relly sorry about this β¦.how ??- Bucharest-Wien
- Economy
Paisit J
Verified | Jan 2, 2026Bangkok-Warsaw
Economy
I only managed to call the airline while at Suwanabumi Airport because I really needed a flight to Warsaw for an appointment with my boyfriend's mother. I needed to be at the hotel by December 23, 2025, and since then I've been busy with Christmas and New Year's, which you know are very important for Christians, and for someone like me who's having my first Christmas party with my boyfriend of 6 years and his family... so I couldn't miss this appointment... Also, I arrived at the airport about 1 hour and 20 minutes before my flight, but whether it was a website problem or some technical issue, I couldn't check in using the self-service check-in machine, and only one check-in counter was open, which was labeled (First Class). As an economy class traveler, I didn't understand which counter to use... Furthermore, there was no airline ground staff to guide passengers checking in. So tell me, how am I supposed to know that I have to check in at the first counter for every flight, the class counter? ...And after that, the self-service check-in didn't work for me because I don't know what technical problem your company is having. Ultimately, I had to change my flight and pay 10,700 baht and over 900 baht for a hotel to wait for a new flight so I could make it in time for my first Christmas celebration with my boyfriend's family. Luckily, your call center staff were very polite and helpful in finding me a flight on the same day, unlike your counter staff who were rude and didn't make any effort to help or ask about the situation at all. They just told me to change my ticket and said it would be for a different date, which I found very upsetting. P.S. I tried to check in online several times before going to the airport, but I couldn't!!!! The website was experiencing errors due to technical issues, it's not my fault..... I believe this you can see also by your system !
- Bangkok-Warsaw
- Economy
Anonymous member
Verified | Dec 20, 2025New York-Prague
Economy
Flight cancellation on my return flight
Hello, I did book a round trip flight from Prague to JFK and back, leaving on the 14th and returning on the 18th. Due to plan changes I wasnβt able to board my flight to NYC. The airline canceled my entire trip as a no show, when I tried to communicate it out as soon as possible to allow me to keep my flight home, the airline wasnβt willing to figure out my solution at all. Please note that due the issues caused in my end, I offered to pay a no show fee or additional charges. The airline canceled the entire trip immediately and caused significant issues on my end which lead to purchasing a new one way ticket for 1400 USD on another airline. As much as I understand the policy of a no show, I believe it is necessary from the airline to have understanding for some issues caused by weather on the way to the airport and shouldnβt be cancelling the entire flight back with no communication and no reinstatement option. I did call the airline multiple times and their customer treatment wasnβt appreciated. I would appreciate any compensation on the airlines end.Overall
- No problem solving from airline
- None
- New York-Prague
- Economy
- Loss: β¬1400
- Desired solution
These complaints are the subjective opinion of AirAdvisor members and not of AirAdvisor International Inc. We will try to monitor complaints for compliance (as feasible).
Austrian Airlines transports millions of passengers every year, and although it may not be as busy as giants like British Airways or American Airlines, all those flights and passengers can create issues. While this most often occurs in the form of Austrian Airlines interrupted flights, there may also be challenges with poor customer service or your luggage.
When you need to make Austrian Airlines complaints, knowing the proper procedures, appropriate contact methods, and your regulated passenger rights can go a long way in helping to resolve your complaint. Here’s what you should know:
Common Austrian Airlines Complaints
Complaints can take a lot of time out of your busy schedule, and to help ease the burden, some Austrian Airlines complaints are more worthwhile than others. Certain issues require the airline to issue compensation, and they are:
- Flight delays amounting to 3 hours or more.
- Flight cancellations that are made without 14 days' notice.
- Denied boarding.
- Missed connections.
Another type of frequent Austrian Airlines complaint is related to damaged, delayed, or lost luggage. And lastly, complaints are often filed due to unsatisfactory service.
Your Austrian Airlines Passenger Rights and Compensation
As we mentioned, some Austrian Airlines complaints require compensation, and this is due to the European Union regulation EU 261/2004. Expected compensation for flight interruptions generally ranges from €250 to €600, which certainly makes Austrian Airlines complaints worthwhile. We know that your flight needs to be delayed by a minimum of 3 hours, but the payout is also dependent on flight distance.
Total Delay Destination | Flight Distance | |||
Flights 1500km or less | Internal EU flights over 1500km | Non-internal EU flights from 1500km to 3500km | Non-internal EU flights over 3500km | |
Fewer than 3 hours | €0 | |||
3 hours or more | €250 | €400 | €400 | €600 |
Think that your Austrian Airlines flight qualifies for flight delay compensation?Click here to double-check
For mishandled bags, the compensation works a little differently and can amount to a whopping €1,300, thanks to the Warsaw Convention. Technically, Austrian Airlines complaints that fall into the category of feedback aren’t covered by any official regulations. But that doesn’t mean the airline won’t issue things like credits or discounts in an attempt to gain back your trust.
Our Tips For Austrian Airlines Complaints
To ensure the best possible outcome and resolve things quickly, think about these things before you file your Austrian Airlines complaint:
- Time is of the essence. It’s always a good idea to submit your Austrian Airlines after travel complaints as soon as you arrive back home. Otherwise, specific details and necessary documents, like photos, boarding passes, reference numbers, etc., may get lost.
- Keep the important stuff. Always keep any documentation you have about the situation until the complaint gets resolved. Don’t risk losing receipts or correspondence that will help to validate your complaint.
- Contact info for you. Ensure that the airline can contact you easily with questions. You don’t want them to drag out the resolution for any longer than necessary.
- Be as specific as possible. Recount the details of your complaint in a specific way, referring to the facts. It may also be worthwhile to reference appropriate regulations like EU261 or the Warsaw Convention to state exactly what you expect from them to resolve things.
Contacting Austrian Airlines Regarding Complaints
Austrian Airlines Complaints Form
In the website’s Help section, you’ll find the Austrian Airlines complaints forms for various issues. This includes flight disruptions and mishandled luggage.
Austrian Airlines Complaints Email Address
There isn’t an Austrian Airlines complaints email available, but there is a general section for help that’s not covered in the main forms. Filling out the Austrian Airlines complaints form online will basically act as an email and provide a record of the correspondence.
Austrian Airlines Complaints Phone Number
UK passengers should call +44 20 76608190 to reach the call centre that’s open every day from 08:00 to 18:30. USA-based passengers should call 1-516-738-4422. If you need immediate help after these centres close, you can call the main Austrian number at +43 1 70148 1000, which offers help in English and German.
Austrian Airlines Live Chat
The airline doesn’t technically have a “live” chat, but it does have an Austrian Chat Assistant named Maria who can help you with basic questions.
5 Simple Steps For Submitting Austrian Airlines Flight Disruption Complaints
- Head over to AirAdvisor.com.
- Fill in the basic info about your Austrian Airlines flight.
- Click “Check Compensation.”
- Provide just a little more information about you and your situation.
- AirAdvisor goes to work and completely resolves the Austrian Airlines complaint for you.
As a flight disruption complaint partner trusted by thousands of passengers, we make things easy for our clients. The only thing to note is that we do remove a small amount on any successful compensation claims (percentage) for our time. On the flip side, if, on the off chance, your Austrian Airlines complaint does not result in a payout, we don’t require any payment.
Prefer to have an experienced team handle your Austrian Airlines flight delay complaints?Start the fast and easy process by simply clicking here
FAQs: Austrian Airlines Complaints
How do I contact Austrian Airlines with a complaint?
The Austrian Airlines complaints form online that best applies to your situation is the ideal contact method. Alternatively, if you prefer to have an experienced partner look after the complaint for you, AirAdvisor is always ready to help.
What’s the Austrian Airlines complaints phone number?
It depends on your location: US passengers can call 1-516-738-4422. UK ones can call +44 20 76608190. In the event that these call centres are closed, you can opt for the main Austrian service centre at +43 1 70148 1000, which does offer communication in English.
Is filing Austrian Airlines complaints worthwhile?
Yes, absolutely! The airline can use the feedback to improve things and will sometimes provide discounts to restore your trust. Additionally, for flight disruptions like denied boarding, delays, or cancellations, passengers may be entitled to compensation between €250 and €600 - definitely worth a try.
Author:
Amy LancelotteJob/Position: Senior Writer & Content Strategist
Amy Lancelotte is a Senior Content Writer and editorial contributor at AirAdvisor with over seven years of experience producing research-based articles for international audiences. Her work focuses on travel, aviation, and air passenger rights, with an emphasis on factual accuracy, verified data, and clear, reader-first explanations.
Austrian Airlines customer support contact details
Website:
www.austrian.com
Phone
+44 20 76608190 UK
1-516-738-4422 US
Mailing Address
World Business Centre 1 Newall Road, Hounslow, London Heathrow Airport, TW6 2FA Austrian Airlines, Office Park 2, Wien, Wien A-1300, Austria
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