手荷物の未着・破損

お荷物の取り扱いに不手際が生じ、お客様に多大なご迷惑をおかけしますことを深くお詫び申し上げます。お客様のお手伝いをするために全力を尽くします。

手荷物が到着しなかった際は

もし到着空港の手荷物受け取りターンテーブルにお客様の手荷物が現れなかった場合は、ウィーン空港の場合はオーストリア航空アライバルサービスカウンターへ、その他の空港の場合はオーストリア航空係員もしくは担当カウンターまでお越しください。

お客様の手荷物情報を追跡システムに登録し、書面にて記録番号をお渡しいたします。この書面は大切に保管するようお願いいたします。

お客様の手荷物が発見され次第、電話にてご連絡を差し上げ、宅配の手筈を整えます。

手荷物の紛失・破損に関するお問い合わせは

もしお客様の手荷物が紛失、または破損していた際は、フィードバックマネージメント担当がお客様の対応をいたします。メールにてお問い合わせくださいますようお願いいたします。feedback@austrian.com

5日以上手荷物が未着の際は

お客様の手荷物を5日以上に渡り追跡したもののもし万が一発見できなかった際は、大変お手数をおかけいたしますが手荷物確認書(PDF/英語版)にご記入の上、オーストリア航空までご提出くださいますようお願いいたします。手荷物の詳細(外見や中味)をご記入いただきますと、世界中の手荷物からお客様のものを発見する重要な手がかりとなりますので、ご協力のほどお願いいたします。

手荷物の追跡

チェックインの際にお渡しした手荷物番号で、お客様の手荷物の状況をご確認いただけます。追跡システムはこちらからご覧いただけます。お客様のお手元に手荷物を迅速にお届けできるよう、最善の努力を尽くしますので、いましばらくお待ちくださいますようお願いいたします。

 

Damaged baggage

In case of one or more pieces have been 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 you 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.

Belated claim of damaged baggage or missing items

In case you detect the damage of your baggage or items missing from your baggage only after you have left the airport, we will issue a damage report for your private insurance company, under the condition that the damage is reported within seven days after your flight.

Please be aware, that if you do not have private insurance, you will have to provide proof, that your luggage was damaged while under the supervision of Austrian Airlines.

In order to issue a damage report we kindly ask you to send us the following data:
  • your name and permanent address
  • telephone number
  • flight number and date of your trip
  • ticket number
  • a double-sided scanned tag or the original tag of the double sided baggage tag and the
        baggage receipt
  • pictures which show the damage clearly visible
by mail to:
Austrian Airlines Central Baggage Tracing
Office Park 2, P.O. Box 100 1300 Vienna – Airport, Austria

or by e-mail to: CentralBaggage.Tracing@austrian.com

After having received this data, we will send you a report with a file reference number. 

Liability and insurance

Please note, that you are responsible for your carry-on luggage and your personal belongings.
The liability of airlines regarding luggage is regulated by law. We recommend  to purchase a private travel insurance at the time of booking your journey.
Austrian Airlines are not liable for normal wear and tear, such as scratches and dents, neither for baggage, which has been already damaged at the time of check in, nor for items, which have been packed inappropriately, such as fragile items.

Regulations according to the  Montreal Convention

Liability for damage, destruction, loss or partial loss as well as for delayed delivery of baggage is limited to 1,131 Special Drawing Rights per traveler and journey with regard to international and domestic travel.
The Special Drawing Right (SDR) is the arithmetic unit of the International Monetary Fund (IMF); 1,131 SDRs currently equals approximately €1,213 (we would like to point out that this amount is subject to price fluctuations and is subject to change).

Notification deadlines

We recommend to report the loss or damage of your baggage to the local Arrival Service Desk of Austrian Airlines immediately after you have arrived at your final destination. It is also possible to report the loss or damage in written form within the legal notification deadlines.

However, after having left the airport it is your responsibility to prove,  that the damage or mishandling of your baggage occurred while it was under our supervision.

Please mind the following deadlines:

Damage and partial loss: Within seven days after baggage hand-out 
Replacement purchases in the case of delayed baggage delivery: Within 2 years

The postmark or automatic date of receipt in case of a fax or e-mail notification is crucial for the compliance of deadlines.    

Do you have any questions about the final settlement?

You have already filed a report at your Arrival Airport, received a reference-number and have questions about the settlement or compensation? Please contact us  here.