Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am filing this complaint against Austrian Airlines for appalling negligence, unprofessionalism, and blatant disregard for customer rights. For over two months, I have pursued your ******************* Team regarding a legitimate claim (Ref: *************) only to be met with silence and stalling tactics.On September 19, 2024, my family, including an infant, was scheduled to fly from ******** ***** to ******** (SJJ) via ****** (VIE). Due to a severe delay on the first leg, we missed our connection. Austrian Airlines failed to meet its basic obligations under ** Regulation 261/2004: we received no accommodation, no meals, no transportationnothing.This forced us to incur $2,810.34 in out-of-pocket expenses:$1,089.20 Hotel accommodations.$264.16 Meals.$986.02 Car rental due to disrupted plans.$324.00 Unjustified seat charges for bassinet use.Additional costs for baby supplies and transportation.Under ** Regulation 261/2004, we are entitled to 600 per passenger (***** total) for delays exceeding 24 hours on flights over ***** km. After requesting my banking detailsimplying readiness to settleAustrian Airlines has provided neither payment nor a response.Why This Matters:This is about accountability. For over two months, I have chased a resolution to a clear, legally supported claim. Your failure to act demonstrates systemic indifference toward customers and disregard for legal *********************************** of $2,810.34 in expenses.2.Compensation of ***** under ** law.3.An additional $1,000 for undue stress, inconvenience, and your egregious delays.Your inaction has been inexcusably exhausting. I demand this matter be resolved immediately, or it will confirm Austrian Airlines reputation for indifference and failure to respect its customers.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had tickets from BUD to ***, purchased through the Austrian Airlines website (booking reference: *******. The flight was canceled, and they couldn't offer me an alternative for the same day. As a result, I had to buy tickets for the next day, book an additional night at a hotel, and arrange a taxi.I submitted a compensation request and also opened a support ticket to have a double proof of my request (Ticket: *****************). While they initially confirmed that I would receive a confirmation eventually, they stopped responding, and the ticket has been open for months now.I'm going through a difficult time personally (going through a divorce), and Austrian Airlines is refusing to refund my money. It's extremely frustrating to be left without answers for so long, especially when this situation is due to their error.

  Customer response

  10/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***** ****
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Refusal to refund due to incompetence on Austrian airlines side, as well as ************* side. Once both parents flight tickets have been cancelled, the infant on the mother's lap's ticket is also cancelled. It appears both Austrian and *********** don't grasp this concept.

  Customer response

  09/30/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of original flights: 06/11/2024 Booking references with Austrian Airlines: QDL3HF ( passengers: ***************************, ****************** (6 years), **********************(3years))RN7IZ4 ( passenger: ************************(12 years))Destination :EWR-BUD round trip with connection via MUC with the following details:EWR- MUC : 20h 50 (06/11)MUC- BUD : 11:25 (06/12)The flight EWR-MUC was delayed 1.5 hour on 06/11 before our departure - I got the information on 06/11 around noon. I made rebooking via austrian call center for a later flight on 06/11 as we were not able to make the connection with the delayed flight. After it, Austrian airline did not issued our rebooked tickets from noon until our check in was opened. The flight was flown without us and i have to buy new tickets as we have already planned and paid vacation in ********, *******. this cause us financial and moral loss. I put all the details in the attached file . I kindly ask you to help me to settle with Austrian airlines, as the compensation they did minimally cover all our losses.If you need more information, please do not hesitate to contact me Thank you in advance,***************************

  Customer response

  08/13/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.

  As you proposed I made a complaint via U.S. ********** of ************** on July 23rd, but I have no feedback from Austrian Airlines on that platform.
  
  Sincerely,
  
  ***************************

  
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am 6 months pregnant and on 20 May I flew from ********* via ****** to ******** - in ****** I was singled out amongst all passengers at the gate and harassed by 3 of the Austrian Airlines employees, surrounded, yelled at, lied to, tagged my carry on by force, then they tried to deny me boarding, blocked my boarding pass claiming that I was missing a phone number or email address on file (which was a clear lie), made me stand on the side by the desk for 15 minutes while carrying half of my carry on belongings in my arms, to then only say you can go now without asking for the supposed missing info, just to punish me.All this despite my ticket specifically saying I was entitled to a carry on and a personal item, despite paying for extra legroom seats, despite being a Star Alliance Gold member, and despite clearly being 6 months pregnant. It did not matter that I explained I have medicine and several things I need for the long flight, I got surrounded by 3 female staff members at the gate, who started literally harassing me, telling me that Im not entitled to a carry on, that I dont need my bag, tagging it by force, against my will and my pleading. And on top of that I was rudely responded if you want a carry on, fly business class next time. Many others around had their carry on and were not forced to check it in, I was specifically targeted and harassed when I said I was pregnant, and told if youre pregnant then its better for you not to have your carry on. And whats worse, over half of the overhead compartments were empty when boarding was completed.When I got on the plane I started feeling sick, my heart was racing, I had to rush to the bathroom to throw up, I couldnt eat the whole flight, inadvertently putting myself and my baby in danger because of the stress caused by the harassment I had to endure. Businesses who treat their customers like this should not exist and these employees need to be sanctioned or fired.

  Customer response

  06/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The incident occurred on November 4th and 5th 2023. I have attempted to correct this with the travel agency WOWFare who indicated it was the airline at fault. I contacted United Airlines who placed blame on Austrian Airlines. I have many emails to support all of this.We were scheduled to go on a Grecian cruise. Due to delayed and cancelled flights we missed our cruise. We subsequently had to stay in a hotel and be responsible for our own flight home as the airline would not take care of that either. Austrian took zero liability and only offered to refund the hotel stay of $250. They have sent emails indicating I did not provide them with the correct account information which is untrue. I have provided acct number, routing number, swift code both international and US and bank name and full address. To date, I have not received a refund. I have been disputing these charges since 12-4 and have almost 20 emails to prove this.This is completely unfair and an unfortunate that no one is trying to make right. I recently reached out to the airlines with the refund request again 4-11-24, the indicated they would "attempt" to process refund for hotel again. To date, they have sent no further correspondence.The flight number is question is *************. MY case number with Austrian airlines is ************** Any assistance you can provide would be greatly appreciated.

  Customer response

  05/24/2024

  At this time, I have been contacted directly by Austrian Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They advised me a 3rd party was handling my complaint and any correspondence should be with them (you).

   

   

   

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

  Sincerely,

  *************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  To Whom It May ********* am writing to express my dissatisfaction with Austrian Airlines regarding the cancellation of my three tickets from ******** to *********. Despite receiving a booking confirmation, I was later informed of the cancellation due to the airline's technical problems, leading to additional expenses when rebooking. My attempts to resolve the issue through the airline's support service did not lead to anything. I had not initiated any cancellation requests, and the lack of transparency in the process is unacceptable. The incomplete refund for the canceled tickets further compounds the issue. I request a full refund for the canceled tickets and reimbursement for the increased cost of the new tickets.Attached are relevant documents for your review. I anticipate a swift and satisfactory resolution to this matter.Sincerely,***** *********

  Customer response

  02/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***** *********
  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My wife and I flew with Austrian Airlines to ******, for a vacation in ***********.We got there and our suitcase which included all the clothes did not arrive with us.The company has not been able to locate the suitcase for us until today.There was about **** dollars in value in the suitcase,We sent inquiries to the company, according to the Montreal Convention Article 17 they must compensate us up to **** SDR about $1700, in practice they only agreed to pay about $950 which is about 1/4 of the damage.Unfortunately, they ignore and do not answer emails, and are not willing to explain why they do not compensate as required by law.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 6/12/2023, I bought a premium economy class seat from Austrian Airline for 9/30/23 from ****** to *********** for $ *******, booking number ******. On 9/29/23, I got an email to check in, and I did within an hour. When I arrived at the airport, I was told that they have overbooked and they had to downgrade me to economy. They said it was because I checked in too late. Interestingly that I was the only Asian and was the only one downgraded. They promised to refund me the difference in price and also gave me a card with a couple hundred Euros to express their apology. I was very unhappy as I booked a premium economy seat early so I could sleep because of an important function I had to attend after arriving at LA. I filed a complaint with Austrian airline, reference number: **************Then a couple weeks later, I realized they did not refund me the difference for premium economy seat. They replied "you are not liable for the refund as you took the flight and you were charged correctly".After over a month, there was no reply and no resolution.

  Customer response

  12/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My name is ****************, I'm writing about my experience that I encounter through my booking with United Airline. My booking number regarding this compliant is ******* The purpose of my booking was to board a 8 day prepaid Cruise across the beautiful Islands of ******. I would've boarded the cruise Monday November 6 in the afternoon in ****** ****** and finished the cruise in ********* ***** Monday November 13. However I never made it to ****** due to this experience. Saturday November 4th I boarded flight #** leaving ******************** going to ****** *******. I made it to ****** at or around 8:30am on November 5th, my connecting flight #*** to ****** via Austrian Airlines was supposed to take off at or approximately 9:30 that morning. Hours later and after several departure time changes the flight was announced canceled. Austrian Airlines put me on a flight leaving ****** and arriving in ********** with a short layover for a flight to ******. I made it to ********** at or approximately 3:30, the flight to ****** was schedule to depart at or approximately around 5:30pm Sunday evening. After hours of waiting to board Aegean Airlines flight #*** I learned via airport announcement that the flight was canceled. I was also informed by the airport worker that the next flight going to ****** won't be until Monday November 6th at 5pm making it to ****** at 6:30pm. After several failed attempts of trying to find alternatives to getting to ****** in time for boarding my cruise, I decided to just come back home. The disruptions/ flight cancellations mentioned above caused me to missed a 8 day cruise with Royal Caribbean that I paid ********. I also prepaid for excursions and hotel accommodations for ******************** that was ****** for 11/05/2023 and Hilton ********* Firo Gran for ******. I reached out to United Airlines regarding this situation and got no resolution.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩