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Austrian Airlines Reviews (7)

Review: per my complaint with united - I was referred to Austrian airlines in regards to my luggage missing for 8 days...

Revdex.com complaint#: [redacted]

tickets that I payd for:

july **, 2014

UA #[redacted] dsm to ord - depart 2:25pm, arrive 3:41 pm chicago.

LF [redacted] ord to muc - depart 6:05pm, arrive 9:50am wed july ** LF #[redacted] muc to SJJ - depart 11:05am, arrive 12:25pm july **

what happened with #[redacted] flight UA, it was canceled by united... hence those flights that I payd for had to be re-routed - and I did present the luggage tickets each time we checked in for the next airline tickets

we flew AE flt# 3701, july ** - 5:45pm-7:00pm , des moines to chicago

then we had to check in at chicago and get the next flight tickets to london and show them the tickets of our bags

next flight was #6196 july ** AE, dept 8:20pm-arrival 10am at London

-after we checked in at london and showed them the luggage tickets we boarded flight #702 british airways, dept: 11;35a, arrival 2:45pm

we checked in at vienna and got our flight #759 and again showed them our luggage tickets

-we flew british airlines 8:15pm and arrived around 9:25pm in sarajevo with none of our luggage present, and no knowledge of staff of where our luggage is located or when we will be receiving our luggage... (we also payd extra for our luggage since we had 3 bags instead of 2, for 2 traveling individuals) (100 dollars for a 3rd bag)

Due to this missing luggage and incorrect flight to my destination I also had to re-adjust my flight back to the united states, which costed me another 300 dollars... the adjustment made was to fly from the [redacted] instead of the [redacted] to Munich, and then [redacted] from Munich to U.S.A...

my luggage was missing for 8 days... I had to stay in a city where I had no plans on staying!

38% of our vacation time was completely wasted just waiting for our luggage to arrive with no compensations whatsoever... I was washing my underwear daily and had to pay for transportation daily during that time, I also had to pay for places to stay and higher priced food compared to where I was supposed to be... it was a huge waste of time and it ruined my traveling experience, the entire stay was a complete joke and disaster which is simply unforgivable!Desired Settlement: my luggage was missing for 8 days... I had to stay in a city where I had no plans on staying!

38% of our vacation time was completely wasted just waiting for our luggage to arrive with no compensations whatsoever..

I had to pay 300 dollars to re-adjust my flight back and I payd 100 dollars for the extra bag to be transported which never arrived...

I was washing my underwear daily and had to pay for transportation daily during that time, I also had to pay for places to stay and higher priced food compared to where I was supposed to be

Review: My flight to Germany was disrupted during the February ** snow storm in the East Coast. My friend and I missed our connecting flight to Austria. Austrian Airlines refuse to re-book our flight despite the fact that the situation was beyond our control.

Reservation Code: [redacted] Airline Reservation Code: [redacted] (OS)

eTicket Receipts: [redacted] and [redacted]Desired Settlement: I would like my flight rebooked.

Business

Response:

Please see the below response that has been sent to [redacted].

Dear [redacted],

REF [redacted]

Review: I called the customer service of the Austrian Airlines in the US on January [redacted] in order to inquire about the fee difference in case I change the date of my wife's and my flight. I first gave my wife's flight information ([redacted]) to the representative Iryna-SI. She quoted me their best rate of $192 for a change to January [redacted]. I then asked her to wait and I spoke to my wife and we decided to keep the original date. However, the representative said that she had already changed the date and if I wanted the original date back I had to pay the penalty plus the rate difference!!! She claimed that I had agreed to a change of ticket, which is not true. Not paying the $192 rate difference is my proof that I didn't agree to a change. I don't know what her proof is that I agreed. As best, there might have been a misunderstanding when I was talking to my wife.

In any case, I told her that I did not want to change the date and I would like to keep the original date but she wouldn't do it. I called several times and even went to the airport but everyone referred me back to the same person. I was told that she made some notes on my file so that nobody can do anything. She is basically making a personal thing out of this issue and blowing this completely out of proportion when all she needed to do was to leave my ticket unchanged. She claims that she is the supervisor and wouldn't let me talk to anyone else. Even the Austrian Airline's representative at the airport told me that this is unacceptable and I should file a complaint.

Now, I have a confirmed ticket for March [redacted] and my wife has a, I don't know what kind of ticket, for January [redacted]. Since I of course didn't pay the rate difference of $192 I don't even know what kind of ticket my wife has: a confirmed ticket (although I didn't pay), a non-confirmed ticket,...? I have been flying overseas at least twice a year for the past 15 years and I never had such an issue. It was the first time that I tried Austrian Airlines and it will probably be my last time. I will stick to Air France or Alitalia.Desired Settlement: I did not want to change my ticket and my wife and I would like to keep our original flight date of March [redacted], 2016 without paying a penalty. I would like to have an official email from the airline confirming this.

Business

Response:

The flights were reinstated without a fee. email sent to Mr. F[redacted] on January **, 2016 advising confirmed flights.

Review: 10-**-14

On September **/2014 at 6:20 am, I was prevented by the United airlines / Austrian Airlines from boarding a flight UA1181 from Los Angeles to Amman via Chicago with United airlines and Austrian Airlines with a return date November */2014. for the following:

My passport will be expiring by October/**/2014. Therefore united airline needed to change my return flight to October **/2014 instead of Nov. */2014 in order to be on the flight UA1181 and subsequent connecting flights. Unfortunately they could not process the boarding pass because for the subsequent flights are blocked by the Austrian Airlines. Since their was a lot of people were behind me standing in line, the United airlines costumer service flight processing agent has requested me to call the Austrian Airlines because they are the ticket holder (issuer) to change the reservation date to October **/2014. so he can issue the boarding passes to flight UA1181- Chicago and the others. I was given the Austrian Airlines phone number [redacted] to make the call.

Immediately I called the Austrian Airlines. After being on hold for 15 min. I have explained the Austrian Airlines customer service representative the problem, I informed him that united Airlines were unable to process my boarding pass, because their System was blocking the change of the return date to October **/2014.

The Austrian Airlines customer service, replied to me that I should contact the agent at ###-###-####

to change the booking, since its the agent responsibility to do that..

Now I made the second call to the Austrian Airlines Booking agent at ###-###-####- ( [redacted]) after explaining to him the problem, he replied, its not their ticket and I should contact [redacted].

I called the number [redacted] of [redacted]), the office was closed, its open at 8 am, a recorded message informing costumers if any problems to contact the airlines (Austrian Airlines). I have mentioned this predicament to the united Airlines customer service because my flight was scheduled at 7:47 am, they informed me that without the change by the Austrian Airlines they can't honor the ticket.

So-far there was no service provided to me, and only I was given the run around by those people.

Therefore please refund my payment of 963.91USD paid by my credit card to Austrian Airlines OR provide a replacement ticket.Desired Settlement: A refund of 963.91USD OR provide a valid replacement ticket.

Business

Response:

Dear [redacted],

Thank

you for your correspondence and for choosing Lufthansa and our [redacted]

partner for your travel plans. We were sorry to learn of the circumstances that

prompted you to write and appreciate the opportunity to respond.

We regret to hear that you were not able to travel as planned with

your United Airlines flight UA1181 on September ** from Los Angeles to Chicago with

a connecting Austrian flight to Vienna and Amman since you did not have the

proper valid documents necessary for your journey. Your disappointment is

certainly understandable.

We understand

that you had contacted our Call Center and requested to rebook your return

journey from November * to October ** so that your passport would still be

valid. According to the history of your reservation, you had purchased a

non-refundable Austrian Airlines ticket through a travel agency. As per Austrian’s

tariff filings, the fare type purchased was a restricted ticketed fare which can

only be issued through a travel agency. Therefore, it was necessary for you to

contact your travel agency directly for the rebooking of your flight and to re-issue

you a new ticket with your agent collecting the appropriate penalty fees as per

the rules of the ticketed fare. Whenever the data on

a ticket is amended by the customer; a change fee may apply or a new ticket may

be necessary to be purchased. Please understand that we also incur additional

costs associated with special and restricted fares when there are any

cancellations or changes.

We

were sorry that you had decided to cancel your journey and according to the

history of your reservation, our Call Center has already forwarded your request

for refund to our Refund Department in Vienna.

[redacted], we value your patronage and it is our hope that you will consider

Austrian Airlines for your future travel plans under more pleasant circumstances.

Thank you for your patience and understanding.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: At the end of last year my mother, who lives in New York, was diagnosed with [redacted] and had a surgery on January **, 2015 at [redacted] hospital in [redacted]. My father came from Romania to help her through the recovery and they were planning on flying back to Romania on March *. My father bought tickets for both of them to fly back together on March * (my mother's REF # is [redacted] - [redacted]., my father's REF number is [redacted] - [redacted].). When he purchased the tickets we did take into consideration buying travel insurance, but the reason my father came to states was to take care of my mom after the surgery, so he knew she had [redacted] and that is a pre-existing condition that most of the insurance companies do not cover. Some insurance policies will cover pre-existing conditions but existing medical conditions are only insured if they unexpectedly become acute (which was not my mom's case). My father wanted to buy an "open" ticket, but he was informed that Austrian does not offer such tickets anymore.

Unfortunately my mother's recovery did not go very well and at a follow up visit on Feb **, her doctor strongly recommended her not to travel for the next month or so. On, the same date, Feb **, I called Austrian Airline customer service USA, who asked for my reference numbers, and explained them the situation. The Austrian Airlines representative, told me that if a person does not show up at the gate she will lose her ticket including the returning flight, but in situations like my mom's the airline would normally waive the rebooking fee. They asked me to email them copies of the tickets and support from the doctors, which I did.

Here is part of the email the Austrian Airline sent me on Feb **, after they reviewed my email and support.

"What we can do for you in this case, is to waive a rebooking fee for your father and authorize changes within ticket validity. It means, you can change his ticket without penalty, however any fare and/or tax difference should be collected. "

I notices they confused my father with my mom in the communication, but I told my father to contact the agency where he bought the tickets from and rebook my mom's flight, which he did, for April *, 2015 (he had to pay additional EUR 490 - most the the amount representing the re-booking fee). My father left for Romania by himself on March [redacted], and my mom remained in states, as recommended by her doctor.

When I contacted again Austrian Airline and asked what can we do to get the refund for the rebooking fee, I was told that they cannot do anything because the initial ticket was booked through an agency in Romania, and we have to contact Austrian Airline Romania. I am not sure what changed since the first email, as they knew from the beginning where the tickets were bought from. We did contact Austrian Airline Romania, but they were very uncooperative and were told that they will not refund us the rebooking fee.

(I have a lot of email going back and forth from us to Austrian USA, Austrian Romania, and if requested I can provide letters/medical records from [redacted] or my mom's physician)

On their website Austrian Airline tells that all passengers recovering from operations and surgeries should consult their doctor before they board, which we did. The doctor recommended my mom not to fly. They also say that "we have to refuse to transport a sick person by air... (when) ... it is reasonable to expect medical complications to arise for a diseased person during the flight due to their poor general state of health." which was case of my mom.Desired Settlement: We are requesting Austrian Airline to refund the rebooking fee as their representatives told us during the phone conversations and emails we received, before we rebooked the flight. Thank you.

Business

Response:

Dear [redacted], REF [redacted]Thank you for

your correspondence which has been forwarded by the Revdex.com.

We were sorry to hear that your mother was unable to travel as planned with

Austrian Airlines from JFK to Iasi via Vienna on March * due to a recent

medical condition. We do hope that she will recover and that she is feeling

better at this time.Austrian’s

policy for passengers who become unexpectedly ill is to waive the rebooking

fees on various ticketed fare. According to the history of your reservation,

you had contacted our Call Center on February ** and requested to change her

departing flight from March * to April * and our staff had advised you that the

rebooking fee would be waived after we received a copy of your mother’s medical

report from her doctor indicating she was unable to travel due to health

reasons; however we never received the documentation from you or your travel

agency.We would like

to be of assistance to you and therefore would require a copy of the medical

report be sent to the below email, fax or US postal address indicating the

reference number [redacted] on top. Upon its receipt, we will forward your

mother’s ticket information and documentation to our Refund Department in

Vienna for their consideration for possible refund of the rebooking charges. We

would like to inform you, however, that if the original ticketed fare was not available

for the rebooked travel date and your agency had to be upgraded to a next higher

economy fare, the upsell fare is non-refundable. We

appreciate having the opportunity to respond and assure you of our interest to

be of continued service. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their resolution (to refund the rebooking fee) is satisfactory to me. As of this date though, we did not receive the refund or a notice that the refund has been approved. As such I would like to keep the complaint open.

Sincerely,

Review: On May **, 2015, I was supposed to fly with Austrian Airline OS88 from New York (JFK) to Tirana(TIA) connecting in Vienna. My ticket Nr was [redacted].

My boarding was denied because of my length of stay in Tirana was going to be longer than 3 months. As I was advised to make the necessary change which cost me an additional $731 on my ticket, so I could still fly with same flight, the Austrian Airline checking agent at JFK Airport denied my boarding again. The second reason for this denial was the check-in closed. When I asked the checking agent” Why did you make the change on my ticket when you still denied my boarding? She just ignored me and left the checking desk” As a result of my boarding denial I was forced to by a new ticket, so I went to Lufthansa a bought a ticket for travel on May **, 2015 for 1744$. The conclusion of this trouble was that Austrian Airline flight OS88 was overbooked and the agent was just looking for excuses so they can deny my boarding.

In excess to the time loss Austrian Airline caused me a great financial loss.Desired Settlement: Fully refunds and compensation for time, travel, and other cost associated, in the amount of $3900

Business

Response:

initial response to passenger:

Dear

[redacted],

Thank you for

contacting Austrian Airlines Customer Relations. We were sorry to learn of the

circumstances that prompted you to write to us.

To review

your claim further please submit the following at your earliest convenience:

- Receipt for rebooking fee

- Receipt for new LH ticket purchased.

- Mailing address

This

information may be sent as a reply to this email or to the below mentioned

address with reference to the claim number found in the subject line.

We look

forward to hearing from you again soon.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]At this point I'm not accepting or rejecting anything on their response, as they have not offered any solutions, but asked for supporting information.The info was emailed to:[redacted]Customer Relations North America Lufthansa German AirlinesAustrian Airlines.This is the mailing address as requested by the Airline:[redacted]I'm attaching the info requested here as well.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The passenger ([redacted]) was informed via email dated ** Jun 15 that she will receive denied boarding compensation and ticket fare difference as well as cancellation penalty will be refunded.

My original flight was canceled by the airline due to the holidays and I had to pay to be able to rebook my flight, a flight that I already had paid for. When contacted, Austrian Airlines denied to make any comments and denied to rebook me and denied to refund me after I paid to be rebooked.

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Description: AIRLINES

Address: 17-20 Whitestone Expressway, Whitestone, New York, United States, 11357

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