Baggage

Here you can find all important information about baggage regulations.

My bag is lost for more than 45 days – what do I have to do next?

In case we were unable to trace your luggage within 45 days we kindly ask you to contact our Customer Relations Department:

Austrian Airlines
Customer Relations
P.O.Box 33
AT-1300 Vienna Airport
e-mail: feedback@austrian.com  
fax: +43 (0)5-1766/51002

What should I do in case my baggage is lost for more than 5 days already?

In case we were unable to trace your baggage within 5 days we kindly ask you to fill in the Baggage Questionnaire form and send it to vielzos@austrian.com. It is of utmost importance that you provide a detailed list of the contents of your lost bag.

Liability for carry-on baggage?

In general, you are responsible for your carry-on baggage and personal belongings. The liability of airlines is regulated by law. We definitely recommend that you take out a baggage insurance.

If I don't have any carry-on luggage, am I entitled to check-in more luggage?

No, the free baggage allowance of the checked baggage remains the same, irrespective if you take hand luggage on board or not.

How can I be compensated for a damaged bag which cannot be repaired?

In case your baggage cannot be repaired we kindly ask you to send us following documents:

 Original damage report
 Original bag tag
 Confirmation issued by a specialized dealer that your bag cannot be repaired
 Original receipt of the damaged bag
 or
 Confirmation about age and purchase price of your damaged bag issued by a specialized dealer
 Bank account details incl. IBAN and BIC

Please send all documents to our Customer Relations Department, the current value of the damaged bag will then be reimbursed:

Austrian Airlines
Customer Relations
P.O.Box 33
AT-1300 Vienna Airport

What do I do if I my luggage was damaged?

In order to file a damage report we kindly ask you to bring the damaged item to the local Lost & Found office within 7 days.

Please bring
• the original baggage tag
• your boarding card or the passenger receipt

Which documents do I need to get the repair costs reimbursed?

In order to be able to reimburse the repair costs of your damaged bag we kindly ask you to send us following documents:

 Original damage report
 Original bag tag
 Original receipt for the repair of the bag
 Bank account details incl. IBAN and BIC

Please send the documents to:

Austrian Airlines
Customer Relations
P.O.Box 33
AT-1300 Vienna Airport 

Excess baggage?

I was charged for my excess baggage on my inbound flight – however, on my outbound flight I didn’t have to pay for the excess baggage even though the weight stayed the same. How is that possible?

We would like to inform you that the free baggage allowance is mentioned on the Passenger Receipt of your ticket. If we check-in more luggage free of charge on occasion it doesn’t mean that you are automatically entitled to check-in more baggage on your future flights as well. Excess baggage basically has to be charged.

I left an item on my flight. Whom should I contact now?

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.

My baggage was temporary lost – who covers my interim expenses?

Austrian Airlines will be responsible for reasonable and verifiable expenses related to baggage delays for purchases such as toiletries. Kindly note that the passenger is obliged to keep the costs as low as possible in such situations.

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 Customer Relations Department:

Austrian Airlines
Customer Relations
P.O.Box 33
AT-1300 Vienna Airport