Austrian Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 750 reviews
5/10
4 star Skytrax Rating
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1/10

"Customer service is not helpful"

(United States)

Trip Verified | Customer service is not helpful. Had to change a flight due to visa issues. This is possible online, but cumbersome. Only one date at a time can be selected, and the final price displayed. If it's not a good price the whole process has to be started again. Sometimes the dates that are suggested are one day after the one selected. Dates far in the future gave me an error with the suggestion to call customer service for support. First, contacted the online chat. Every response took 10 minutes. Finally, I was given a price for the dates I wanted to change to. I checked the flight price on Google Flights (took about half a minute), but in the meantime, the chat was closed due to 'inactivity', without asking if I was still there. Then called the hotline. I was on hold for half an hour when they hung up. Called the other hotline in Europe and was told that they don't have access to US bookings. Called in the US again and now got through. The connection was so bad I could barely hear the agent and vice versa. Finally asked about the rebooking dates and the agent looked them up. But she got an error. When I asked why these dates couldn't be booked, her answer was she didn't know. Apart from that I noticed when I rebook online, that I am charged the luggage again. I asked the agent why that was and she explained it is charged again unless I fly the exact same route. The system only allows to rebook the same route, so I don't know why that would be charged. Of course, there was nothing the agent could do about that. Austrian probably gets you to where you want, but any customer support is mostly a waste of time.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Vienna
Date FlownMarch 2024
Value For Money 12345
no
1/10

"told me that the plane is full"

(Germany)

Trip Verified | Never again. Since online check-in was not possible, they left me in Hamburg and postponed it until the next day. With a ticket price of approx. 600 euros, that can't be true. I bought the ticket and they resold it and told me that the plane is full. I've been behind on compensation since July. Nobody answers the email and tries to push it away. Shame on you!. Nie wieder. Da online check in nicht möglich war, haben sie mich in Hamburg stehen lassen und auf den nächsten Tag verschoben. Bei einem Preis für das Ticket von ca . 600 Eur kann das wohl nicht wahr sein. Ich habe mir das Ticket gekauft und sie verkaufen es erneut und sgaen mir, dass dass Flugzeug voll ist. Seit Juli bin ich der Kompensation hinterher. Niemand antwortet auf die Mail und versuchen es von sich zu schieben. Schämt euch!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamburg to Sarajevo via Vienna
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I will never fly with them again"

(Italy)

Trip Verified | I have flown many times with them, service good but unreliable canceling flights as they please. My review is for the flight March 1st Milan to Vienna. I was on the train to the airport (80 minutes ride) received an email telling me that the flight have been cancelled, after communicating with them they were happy to offer me 6 alternative flights between 5 1/2 hours from Linate or 12 1/2 to 14 1/2 hours from Malpensa (absolutely ridicules for an original flight of 70 minutes. I purchased a ticket with Ryanair for 290Euro (the only available flight the same day. The return flight on the 5th was also cancelled but I was never notified, found out 24 before the flight when trying to check in online. I had to buy another ticket on the same flight, apart of the enormous inconvenience I spent over 700Euro, Austrian Airlines is offering me 250Euros. I will never fly with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteVienna to Milan
Date FlownMarch 2024
Ground Service 12345
Value For Money 12345
no
1/10

"poor ability to communicate policy"

(United States)

Trip Verified | The flight was never taken. My review that I am submitting is in regards to Austrian Airlines poor ability to communicate policy and protocols, it was never explained to me. I cannot even speak to anyone outside of a third party answering service. I have sent multiple emails that are returned by a different person each time. I have requested to speak to managers to no avail. I have spent approx 100 hours trying to rectify this, have been placed on hold for up to an hour at a time multiple times in the same call, and even "disconnected" 8 times in the same day. I have NOT been rude, argumentative, or disrespectful. I simply get hung up on when they decide they cannot help me. I never get a call back due to the disconnection, so I end up starting over, and over again. Ultimately, my original flight was placed on voucher due to my husbands diagnosis and me being his only caregiver. We moved from CA to FL to be closer to family after 5 months of heavy chemo and surgery to remove his stomach, so we could have some more help with the rest of treatment. Now, Austrian Airlines refuses to voucher my ticket to fly out of TPA, FL (which is 2500 miles close5) and are stating that I need to purchase tickets to and return from CA, to fly 5 hours in the opposite direction to LAX in CA, just to fly back towards Vienna, Austria. Then to return to California (LAX) to then fly back towards Florida (TPA). This makes no sense on anyone's behalf. I am not asking for any return of difference or anything. Simply, I would like to use the vouchers to fly from TPA. The original tickets are for both myself and daughter, totaling $4,000. This includes the upgrades for legroom on the longer flights.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Vienna
Date FlownMay 2023
Value For Money 12345
no
2/10

“Austrian dropped the ball”

(United States)

Trip Verified | I just returned from a 2 weeks trip in Europe with a transit in Vienna through Austrian Airlines. First of all save your money and do not waste it on business class. The seats are coach, no screen, 3 seats with an empty seat in the middle, very cheap. Food less than average. The crew is nice. I was on a 7am flight - Friday from Vienna to Paris, my luggage never made it to Paris, and I was told it will be on the noon flight and I would receive it that evening. FYI there are 3 flights a day on Austrian between Vienna to Paris (2 hours flight) I checked the website the luggage was showing on transit for 2 days. I emailed Austrian, they sent me to the website, I even emailed their traceluggage address twice, no one got back to me. Finally on Saturday at 10pm received an update that the luggage made it to Paris and someone will bring it to me. Another nightmare started, as the next day was a Sunday and no indication about the time I was going to get my luggage. There was a phone number with 40c/min, we called but no answer. I was returning to US the next morning and I was debating either ask them to send the luggage to DC, or come up with another solution. Finally The carrier brought the luggage Sunday evening, I opened my suitcase, my clothes were damp and I had 2 items missing. The next day, I flew back to US and wrote a complaint to Austrian. Their response, they need a police report and the receipts for my missing items. I responded, how they expect me to do a police report when I got my suitcase back the evening before I returned home. Still the same response back. I think what Austrian is missing is, this was more question of principle than anything, and as far as I'm concerned Austrian dropped the ball and does not care about the customer. They certainly lost more than one customer. Again, if that's your only option DO NOT TRAVEL BUSINESS. They are decades behind.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteVienna to Paris CDG
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"an arduous experience"

(Switzerland)

Trip Verified | My experience was far from satisfactory. The overall service fell short of expectations in several aspects. Firstly, the quality of the food provided during the flight was subpar, the staff's unfriendly demeanor was quite disheartening. Their lack of helpfulness and apparent annoyance when approached for water or other requests created a negative atmosphere throughout the journey. Moreover, the discomfort of the seats added to the overall dissatisfaction. The lack of sufficient legroom and support made the long flight an arduous experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVienna to Bangkok
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"professional and polite cabin crew"

(Czech Republic)

Trip Verified | Austrian Airlines are really nice, decent cabin, professional and polite cabin crew. Not my first time and I strongly recommend Austrian Airlines to fly with.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePrague to Cairo via Vienna
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

“No apology whatsoever”

(United Kingdom)

Not Verified | This airline didn't load my baggage onto my outgoing flight (I was on standby for this flight, which I only discovered when I checked in). It wasn't a major issue, as they had my bags with me within 24h, and they were shipped to my accommodation. They then didn't load my bags onto my return flight, for which I wasn't on standby. I then couldn't report my baggage missing online, and it was a nightmare getting it back (it took 5 days). No apology from Austrian Airlines, whatsoever. It's a shame because they're actual flight service is to be commended. Their staff were all incredibly polite and helpful, and drinks were constantly trollied along the plane.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to London Heathrow via Vienna
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Do not choose this company"

(Spain)

Not Verified | This company has just managed to lose my and my family's luggage for a second year in a row. It might be some sort of a record. Do not choose this company if you change flights in Vienna.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBarcelona to Zagreb via Vienna
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"lost my 2 luggage for 10 days"

(United States)

Trip Verified | I always loved this airline but this time, they lost my 2 luggage for 10 days. Can imagine being on vacation with no clothes or anything pretty much. Austrian airline promised to reimburse me if i need to spend and for sure me and my daughters we needed supply's, cloths and we did little shopping as we been promised and we needed for 10 days almost our vacation was over till the luggage's came back! I reported baggage lost and I have claim with them, I submitted all my receipt or invoices. I been waiting for 5 months now and nothing.... they don't even respond. Worse Airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Skopje via Vienna
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no