Complaints

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid Austrian for a checked bag. Mind you, my travel agency had said this was included. Anyway, I paid this extortionate fee to board the plane. Then my bag was torn and a gorgeous jacket destroyed. I asked for help. Austrian directed me to some form. I filled it out. Never heard anything again. My ticket number number was *************. Flight from ******** to ****** on October 11 2021

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The Austrian airlines lost my luggage,,, I was on vacation for 5 days with no luggage and still havent received it as of yet. My confirmation for the flight is ******.., I also paid $100 for an extra bag checked.

  Customer response

  08/24/2022

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

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We (4 passengers) were denied boarding for flight OS 93 (also UA ****) from **************************** (***) to **************************** (***) on 13 July scheduled to depart at 10:50 am, because the flight was overbooked. We were booked for another flight that had two segments:16:30 Departure ************** International (VIE)Arrival time 20:05 Arrival airport ******** - *** International, ** (***)Cabin class Economy (Y)Status Confirmed Departure airplane number OS087 Departure time 22:50 Departure airport ******** - *** International, ** (***)Arrival time 00:18 +1 day Arrival airport ********************** International, ** (***)Cabin class Economy (B)Status Confirmed Departure airplane number DL4988 We were provided with 4 prepaid debit cards (with a value supposedly of 600 Euros each). These debit cards as I have just discovered have no funds in them. We were not provided with meals eventhough the new flight is more than 6 hours later. We were not provided with transportation from *** eventhough *** is more than an hour away from our original destination.We are entitled to these compensations (600 Euros for each passenger plus the costs of meals and transfer from *** to our residence.

  Customer response

  08/09/2022

  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]

   The company did acknowledge that the wrong debit cards were given to me. They asked me for a reply, to suggest how they may be able to resolve the issue. However, I have not heard from them for over a week now. In addition, I have not heard from them regarding compensating for the meals and additional transfers I have to make.

   

   

   

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

  Sincerely,

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

  Customer response

  08/31/2022

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

   

   Austrian Airlines simply sent a message that they are receiving so many messages and they are still working on these.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,I am reaching out for assistance in resolving my dispute with Austrian airlines booking code ******. I booked this flight for my *********** last minute. My father passed away in ******* and we needed to fly out as soon as possible. I booked it early morning on 4/12/22. We got our bags ready and headed for the airport. We arrived around 11am and waited by the Austrian airlines check-in counter. We were there early as the flight was scheduled to take off at 3:00pm. We were waiting but no one was coming to the counter, around 1:30 a lady came and started doing something on the computer. I approached and asked her why check-in hasn't started yet and showed her my confirmation email. She responded and said "that flight is not scheduled to depart today, it's been canceled! Another lady asked about that same flight earlier today" I said how can that be, I just booked it this morning? She responded "call customer service" and gave me an ******************** card with the phone number on it. I called the number and was on hold waiting to speak to someone for over an hour. When they finally picked up, I found out that the flight was still scheduled but check-in was at the united airlines desk which was at terminal 1, I was at terminal 5. At this point it was around 2:50pm and the flight was leaving in 10 minutes. I told the representative on the phone there is no way we would make it on that flight but we went ahead and tried anyway. Keep in mind I'm traveling with young children. When we got to the united airlines desk they said boarding had finished over a half hour ago and the flight was about to or possibly had already taken off. I asked the representative for help and a solution. We were there for several hours. They looked and looked for a solution or another flight but could not a feasible alternative for that day or the next day. So, we headed home and my sister reached out to an agency who booked flights for the next day through Austrian airlines for us all:******

  Customer response

  06/20/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  I have reached out to them and the representatives over the phone stated they could not do anything and that I needed to fill out the form and open a ticket, which I did, but no response. This was all done a while back. Not sure what else to do at this point.
  
  I reached out to BBB for assistance in this matter, as the Airline seems unresponsive.
  
  Sincerely,
  
  ******* *****

  Business response

  06/22/2022

  Dear ******* *****, 
   
  Thank you for your correspondence forwarded to us by the Better Business Bureau. We offer our sincere condolences on the passing of your Father. We realize this was certainly a difficult time for you. 
  We were sorry to hear that you were unable to travel on United flight UA1720 from ******* to ******** on April 12, 2022 and you missed your flight *****. We are unable to determine the reason for the flight irregularity or if there may have been any extraordinary circumstances surrounding the flight. Inquiries need to be directed towards the operating carrier, United, as only they have access to flight operations data.
  A request for a refund of ticket numbers ************* * *** * *** * *** * *** * *** * has been forwarded to the refund department for review and handling. Kindly allow one to two billing cycles for the refund to be reflected back to the original form of payment.
  It is our hope that you will continued to place your trust in Austrian as we look forward to serving you in the future.
   
   
  Mit freundlichen Gren
   
  ***************************
   
  AUSTRIAN AIRLINES
  Feedback ************************************************************** **************, ******* 
  Fax *******************
  ************************* 
  

  
  

  Customer response

  06/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved, as long as the refund is issued.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Austrian keeps ******** my birthday and phone number when I am trying to register/edit my profile either online or in their app. That could have legal consequences for me or anyone else, trapped in their web or app area. I repeatedly tried to correct my incorrect birthday and phone number on their site via browser and on the app too. I get message that my entry was successfully updated and all is wrong and exactly like before. This is unacceptable. They have no any direct contact. ******** care phone ************ is non responsive, otherwise I would have to call Austrian number. Inappropriate for airline like this. I don't see any fair or reachable way of exchanging information or concerns with this airline. Also, confirmation email to me was never sent. And they say that I can ask only three times for confirmation email. Blackmail, they keep customers hostage.

  Business response

  05/24/2022

  Dear *************************,
  
  Thank you for your correspondence forwarded to us by the Better Business Bureau. We appreciate the opportunity to respond.
  
  Customer Relations does not have access to the Miles & More database.
  
  You may visit the following web page should you require any assistance:
  ********************************************************************
  Once your account/pin has been verified please coordinate any inquiry via phone *************** with PIN). To access an account to Miles & More you need to provide your account number and pin code for security reasons.
  
  Thank you for your understanding.
  *** ************ ****
  
  **  ******
  
  AUSTRIAN AIRLINES

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a flight booked on May 30th, 2021 from ******************** to ******, ******* to visit my grandmother on her death bed. On the day of the flight, Austrian Airlines delayed the departure time multiple times. Once I checked my bags they asked me to "volunteer" without specification, and I agreed, later to find out I was volunteered to board last. The overbooked flight filled up and they had no backup flight for me to board. This resulted in me missing my layover in Vienna to Odessa.As compensation, they gave me a prepaid card with 800 Euros (worth ****** USD as of 5/30/21) and booked me a similar flight through Turkish Airlines, which departed 5 hours after my flight was supposed to. I was not able to test this prepaid card in the airport because it took a full day to activate. The terms of the card were that the funds were available for the next 3 months after activation. I made multiple attempts over the next two months to withdraw my funds from the card in the ********************* Airport, in *******, and in the **; all attempts showed zero balance. I then made multiple attempts to contact Austrian Airlines over the phone, in person at ********************, and online. I finally received an email reply from **** ****** at Austrian Airlines on July 27th, 2021 confirming the card was never activated, and to file a contact form. After filing said form I never received a confirmation email or support ticket, and never heard back from Austrian Airlines. After contacting them again over phone and in person, the same people who gave me the prepaid card blew me off and denied having given such compensation.Due to delays by the negligence of the ******************** staff of Austrian Airlines I missed the death of my grandmother in ******* and underwent unnecessary stress and lost time from pursuing promised compensation. I seek the promised ****** USD and a full refund of the flight ticket ($841.25) as damages, totaling $1816.69.Flight numbers ***** and layover ***** PNR# ******

  Business response

  04/07/2022

  Lufthansa Feedback: ********

  Dear ***** ***,

  Thank you for your correspondence.  We appreciate the opportunity to respond.

  We understand that you missed the death of a family member after volunteering your seat.  We regret that the prepaid card that was given to you was not activated and would like to assist.  Please provide us with the card number, expiration date, and PIN so that we may investigate and resolve the issue.   As transportation was provided, consideration to refund your ticket is not possible.

  We appreciate the opportunity to be of service.

  Sincerely*

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

  Customer Relations Legal Specialist

   

   

   

   

  Customer response

  04/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

   

  The amount of the card promised with 800 Euros was worth $975.44 USD on the issued date of May 30, 2021 (exchangerates.org.**). Adjusted for inflation this sum wouldve been worth $1041.78 as of March 2022 (bls.gov inflation calculator), had I received the promised amount in the promised timeframe. This sum of $1041.78 would be satisfactory for all the trouble.
  
  I have given further details and am waiting on the company to reach out to me with a resolution.  
  
  Attached are photos of the card front, back, and the note I was given with the hand written pin. 

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business response

  05/03/2022

  Lufthansa Feedback ID ********

  Dear ***** ****

  Thank you for your patience while we research your claim.

  Austrian Airlines had confirmed that the card which you were issued was not activated.  In consideration of your claim, we will issue you a payment of USD $975.62.  We will provide you with more information on this payment in a separate email from Lufthansa Customer Relations.

  Sincerely,

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

  Customer Feedback Legal Specialist 

   

*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. ↩