Baggage

Here you can find all important information about baggage regulations.

If you have any questions regarding claim settlement our Feedback Management (www.austrian.com/feedback) will be glad to assist you.

If you have any questions about the final settlements and you already filed a report at your Arrival Airport, received a reference-number please contact us here.

What do I need to do if my baggage has been missing for more than 45 days?

In case we were unable to trace your luggage within 45 days we kindly ask you to contact our feedback team

Austrian Airlines
Feedback Management
P.O.Box 33
1300 Vienna Airport
Austria
www.austrian.com/feedback 
Fax: +43 5 1766 51002

如果我的行李已经丢失超过 5 天,我需要怎么做?

如果我们未能在 5 天内追踪到您的行李,请您填写 行李问卷调查表,并将其发送到 vielzos@austrian.com。如果您能够提供丢失行李的详细清单,对于我们的后续追踪将非常重要。

最初 5 天内,我可以在哪里查看我的行李追踪状态?

请点击 此处查看丢失行李的当前状态。
请您在对应的方框内输入文件参考号和姓氏。

您还可以致电相应国家/地区的“行李遗失”服务中心。请点击此处 获取“行李遗失”国际服务电话号码。

谁需要对手提行李负责吗?

一般而言,您需自己负责手提行李和个人随身物品。航空公司会承担法律规定的责任。我们强烈建议您申请行李保险。

如果我未携带手提行李,是否有权携带更多托运行李?

没有,不管您是否携带手提行李登机,托运行李的免费行李限额均不变。

What do I need to do if I my luggage arrives damaged?

In case of one or more pieces being damaged at the time of your arrival at your final destination, please report this fact immediately to the local Arrival Service Desk of Austrian Airlines, so we will be able to issue a report right away. This report will be handed out to you in printed form including a reference number. It is highly recommended to keep this report.

Please make sure to hand over the original receipt and the damage report to the repair service. According to the receipt we will be able to calculate the current value of the luggage and in case of an irreparable damage you will receive a replacement bag based on this value.

If you are unable to provide the original receipt, we will exchange your baggage in case of an irreparable damage with a replacement bag. The evaluation of the replacement bags will be done by Austrian Airlines or on behalf of Austrian Airlines by our contractor.

如果我在离开机场后发现行李受损或物品丢失,该怎么办?

如果您在离开机场后才发现行李受损或行李中的物品丢失,请您在航班结束后七天之内提交私人保险公司签发的受损报告。

请注意,如果您未购买私人保险,必须自己提供证据,证明您的行李在奥地利航空负责期间受损。

要开具损失报告,请向我们发送以下数据: 
  • 固定地址
  • 电话号码
  • 航班号和旅行日期
  • 票号
  • 双面行李标签的双面扫描或原标签以及行李收据
  • 表明受损明显可见的图片
邮寄到:
Austrian Airlines Central Baggage Tracing
Office Park 2, P.O. Box 100
1300 Vienna – Airport, Austria

或发送电子邮件至: 
CentralBaggage.Tracing@austrian.com

收到该数据后,我们会向您发送一份含有文件参考号的报告。

要索取维修费用赔偿,需要提供哪些文件?

要索取受损箱包的维修费用赔偿,请您向我们发送以下文件:

 受损报告原件
 原箱包标签
 箱包维修收据原件
 银行帐户详情,包括 IBAN 和 BIC

请发送文件至:

奥地利航空
反馈管理
P.O.Box 33
AT-1300 Vienna Airport

如何对无法修复的受损箱包索取赔偿?

如果您的行李无法修复,请您将以下文件发送给我们:

 受损报告原件
 原箱包标签
 专业经销商签发的箱包无法修复的确认函
 受损箱包的收据原件
 或
 专业经销商签发的关于受损箱包年限和购买价格的确认函
 银行帐户详情,包括 IBAN 和 BIC

请向我们的反馈管理团队发送所有文件,我们的团队将根据受损行李的当前价值予以赔偿

奥地利航空
反馈管理
P.O.Box 33
AT-1300 Vienna Airport

超重行李?

我在乘坐离埠航班时并没有支付超重行李费用,但在乘坐入埠航班时要缴纳超重行李费用,而行李重量是相同的。为什么会这样?

您要知道,机票的乘客收据上提到了免费行李限额。如果我们偶尔为您免费托运更多行李,并不意味着您在以后的航班中也有权享受更多的免费行李托运服务。超重行李基本上是必须收费的。

我可以携带乐器登机吗?

假如您携带的乐器不超过手提行李尺寸限额(55x40x23 厘米)和重量限额(8 公斤),您无需事先通知我们即可携带其登机。
对于超过这些尺寸和/或重量的乐器,必须为其另外预订座位。额外座位的价格为现行的票价。
请通过旅行社或我们的销售代理预订您自己的机票及额外座位,因为此类座位无法在线预订。
如果所携乐器的尺寸超出相应机舱中座位的尺寸,则不可携带其登机,必须托运。如果您需要了解更多信息,请联系我们。 

想要携带大提琴进入客舱? 请确保您的乐器用硬顶盒打包,以避免在机上受损(参见图示)。

cello

Whom should I contact if I left an item on my flight?

If you left an item on your flight, you will need to contact the Lost and Found office or Lost Property Department of the airport to which you were travelling. Please be advised that we are not liable for the loss of items left on board.

Who covers my interim expenses if my baggage was temporary lost?

Austrian Airlines will be responsible for reasonable and verifiable expenses related to baggage delays for purchases such as toiletries.

In order to check the reimbursement of the expenses for necessary replacement purchases we need the following documents/information: 
  • Original Property Irregularity Report
  • Original receipts for replacement purchases
  • Bank account details incl. IBAN and BIC

 

Please send all documents to our Feedback Management Team:

Austrian Airlines
Feedback Management
P.O.Box 33
1300 Vienna Airport
Austria

Please note: The passenger is obliged to keep the costs as low as possible in such situations.

How much does the first piece of checked baggage with the "Light" fare cost?

With the "Light" fare, the first piece of checked baggage costs EUR 15 for the departure trip and same for the return trip when booking through www.austrian.com, the Guest Service Team or through a travel agency.
When booking at the airport (ticket counter or check-in), the first piece of checked baggage with the "Light" fare will cost EUR 30 for the departure trip and same for the return trip.
When paying for the first piece of checked baggage at the gate, a higher fee of EUR 45 per departure or return trip will be charged.

What happens if I have booked a "Light" fare but want to travel with a piece of checked baggage?

You can purchase the first piece of baggage with the "Light" fare through your travel agency, via www.austrian.com, via the Guest Service Team or directly at the airport. The price of purchase at the airport will be higher than an advance purchase. The fee applies once for the outward journey and once for the return trip.
Please note: In case of stopover en route the checked baggage needs to be paid for again.

What is the difference between a first piece of checked baggage and an additional piece of checked baggage?

The first piece of checked baggage can only be purchased in combination with a "Light" fare. This piece of baggage will cost less than an additional piece of checked baggage (excess baggage).

If I am a part of a group booking, can I book a piece of checked baggage or an additional piece of checked baggage?

Yes, the first piece of checked baggage with the "Light" fare can be booked for individual persons within a group booking after the ticket is issued. Purchasing via austrian.com is not available for passengers who are booked in a group booking.