General Conditions of Carriage for Passengers and Baggage - Vienna, July 2016

Article 1 – Definition of Expressions

"We", "our" and "us" denotes Austrian Airlines AG.

"(Authorised) Agent" is a passenger sales agent appointed by us to represent us for the sale of Tickets.

"Convention" is the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Montreal on 28 May 1999.

"Airline Code" is a code of two characters or three letters that are designated to the relevant airline.

"Conjunction Flight" is a flight of two or more consecutive, jointly-issued Tickets, which to-gether constitute a single contract of carriage.

"Electronic Coupon" is a coupon in electronic form or other document in our database.

"Electronic Ticket" is an Itinerary/Receipt issued by us, the Electronic Coupon or boarding pass.

"Flight Coupon" is the portion of the Ticket bearing the remark "Flight Coupon" or "good for passage", or in the case of Electronic Tickets, the Electronic Coupon; it indicates the particular places, between which it entitles you to be carried.

"Flight Segment" is a portion of the transportation between two places which is carried out by us or another Air Carrier.

"Flight Layover" is the planned interruption of your journey at a place between the departure and arrival airports.

"Baggage" is your personal possessions which you bring with you in connection with your journey. Unless otherwise specified, this term refers to both Checked and Unchecked Baggage.

"Checked Baggage" is Baggage which is entrusted to us and for which a Baggage Tag is issued.

"Unchecked Baggage" is all other Baggage.

"Baggage Tag" is a document issued by us to identify your Checked Baggage. It consists of a Baggage Tag which is attached to the Baggage, and the Baggage redemption tag given to you.

"Force Majeure" are unusual and unforeseeable circumstances beyond our or your control, the consequences of which could not have been avoided even if all due care had been exercised.

"Itinerary/Receipt" is a document or documents issued by us, containing the name of the Pas-sengers, flight information and other information.

"Consumer" is any person who is a user, within the sense of § 1 Section 1 of the Consumer Pro-tection Act in the currently valid version.

"Air Carrier" (Carrier) is an air carrier other than ourselves, whose Airline Code appears on your Ticket or on a Conjunction Flight Ticket.

"Passenger" is any person, except members of the crew, carried or to be carried in an aircraft pursuant to a Ticket (see also the terms "You", "your" and "yourself").

"Passenger Coupon" is a portion of the Ticket which remains permanently in your possession.

"Check-In Deadline" is the time limit specified by us or by an Air Carrier, by which you must have completed check-in formalities and received your boarding pass.

"You", "your" and "yourself" means any person, except crew members, carried or to be carried in an aircraft pursuant to a Ticket (see also the definition for "Passenger").

"SDR" is a Special Drawing Right as defined by the International Monetary Fund (1 SDR is equivalent to 1.08900 EURO as at 04/01/2010).

"Days" are calendar days, including Sundays and legal bank holidays; provided that, for the purpose of notification, the day upon which notice is dispatched shall not be counted; and pro-vided further that for purposes of determining the duration of validity of a Ticket, the day upon which the Ticket is issued or the flight is commenced shall not be counted.

"Tariff" is the remuneration to be paid for the transportation including a flight Passenger and Baggage, as well as the conditions under which these are applicable.

"Ticket" is either the document entitled "Passenger Ticket and Baggage Check" or the Electronic Ticket; it includes the conditions of contract and notices, as well as the flight and Passenger Coupons.

"Agreed Stopping Places" are places excluding the place of departure and the place of destina-tion expressly defined as such or are published as such in our flight schedules.

"Conditions of Contract" are the excerpted conditions contained in (or delivered with) your Ticket or Itinerary/Receipt, which are defined as such by reference to the General Conditions of Carriage (Passenger and Baggage) as part of your transportation contract.

* Federal law of 08.03.1979, Official Federal Gazette 140, which makes provisions for the pro-tection of consumers in the currently valid version.

Article 2 – Applicability

2.1 General

Except as provided for in Articles 2.2, 2.4 and 2.5 of this article, all the General Conditions of Carriage only apply to those flights or Flight Segments where the name of our airline or our Airline Code is indicated on the "Carrier/flight" box of the Ticket for that flight or Flight Segment.

When we issue a Ticket for carriage for carriage over the lines of another Air Carrier, we do so only as its agent. You are able to tell that whenever our Airline Code is not indicated before the flight number.

2.2 Charter Flights

If transportation is performed pursuant to a charter agreement, these General Conditions of Carriage apply only insofar as they are not amended or superseded by the Conditions of the charter agreement or the charter Ticket.

2.3 Code Share

We provide our service on many routes under arrangements known as "Code Shares" in cooperation with other Air Carriers/transport companies ("Code Share Partners"). This means that even if you have concluded a contract of carriage with us and hold a Ticket with our name or Airline Code on it, the carriage will be partly or entirely carried out by a Code Share Partner. We will notify you about this at the time you make the reservation.

Please note that each Code Share Partner may have its own rules with respect to the flights/routes it operates, which may affect you as a Passenger and which may differ from the rules operated by us. This specifically includes time limits for check-in, exempt amounts of Baggage and Baggage collection, minors travelling alone, the carriage of animals, refusal to transport, oxygen supply, operational irregularities and financial compensation in the event of being denied boarding. You should read carefully the conditions of our respective Code Share Partners and familiarise yourself with them. For links to our Code Share Partners’ websites, click here.

The rules and regulations of our Code Share Partners for the flights/transport they operate will be included in our General Conditions of Carriage and hence will become part of our contract of carriage ("integrated conditions"). When flights/modes of transport are operated by our Code Share Partners, the integrated conditions are applied as a priority within the context of our General Terms and Conditions of Carriage.

2.4 Information on the identity of the operating Carriers**

As we are aware how important it is for you to know the Carrier you are actually flying with, we provide information about the identity of the operating Carrier you are flying with at reservation. You also are immediately informed, in case the operating Carrier is changed.

Indirect sales channels such as travel agents or diverse internet providers over which we have no influence, are also obliged by Art 11 of the Regulation (EC) No. 2111/2005 to systematically inform you at the time of reservation of the operating Carrier and/or to contact the Passenger if the operating Carrier is changed.

You can find the Community list of Air Carriers subject to an operating ban within the European Community at http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm and/or via a link to our homepage www.austrian.com.
 
2.5 Overriding Law

In the event of inconsistency between these General Conditions of Carriage and our Tariffs or the applicable law, these Tariffs or the applicable law shall prevail over the General Conditions of Carriage.

In the event that any regulation of these General Conditions of Carriage is invalid under the relevant applicable law, the remaining conditions shall be unaffected.

2.6 Regulations of the Air Carriers

Unless regulated otherwise in the General Conditions of Carriage, should there be any contradiction between these General Conditions of Carriage and other conditions, the General Conditions of Carriage shall take precedence.

** Pursuant to regulation (EC) No. 2111/2005 of the European Parliament and of the Council of 14 December 2005 on the establishment of a Community list of air carriers subject to an operating ban within the Community and on informing air transport passengers of the identity of the operating carrier, and repealing Article 9 of Directive 2004/36/EC.

Article 3 – Tickets

3.1 General Provisions

3.1.1. We will provide carriage only to Passengers named in the Ticket; you may therefore be asked to produce appropriate identification at any time.

3.1.2 The Ticket is not transferrable.

3.1.3 The Ticket is and remains our property at all times.

3.1.4 Except in the case of an Electronic Ticket, you will not be entitled to carriage on a flight unless you are in possession of a valid Ticket containing the Flight Coupon for that flight and all other unused Flight Coupons and the Passenger Coupon. Furthermore, you will not be entitled to carriage if your Ticket has been altered in any way other than by us or our Authorised Agents. In the case of an Electronic Ticket, you will not be entitled to carriage unless you can provide positive identification and a valid Electronic Ticket has been duly issued in your name.

3.1.5.a In case of loss or damage of a Ticket (or a part of it) bought through us or one of our Agents or in case of non-presentation of the same, upon your request we will replace such a Ticket (or a part of it) by issuing a new Ticket, provided there is evidence, readily ascertainable at the time, that a Ticket for the carriage in question had been duly issued. In this case, you will sign an agreement to reimburse us for any costs and losses, up to the value of the original Ticket, which are necessarily and reasonably incurred by us or another Carrier due to misuse of the Ticket. The issuing Air Carrier may charge a reasonable administration fee for this service, unless the loss or damage was due to the negligence of the issuing Carrier, or one of its agents.

3.1.5.b Where such evidence is not available, or you do not agree to sign such an agreement, we or the Air Carrier issuing the new Ticket may require that you pay the full price for a replacement Ticket. However, we will refund the amount for the original lost or damaged Ticket with the deduction of a processing fee, if and when we are provided with evidence that the lost or damaged Ticket was not used before the expiry of its validity.

3.1.6 The Ticket is valuable, so you should take all appropriate measures to ensure that it is neither damaged nor stolen.

3.2 Period of Validity

3.2.1 A Ticket at a standard Tariff remains valid for transportation for one year, calculated from the start of transportation or from the date of issue, as long as the Ticket has not been partially used for carriage. A Ticket at any other fare than the normal fare is only valid for transportation or refund for the period given in the Air Carriers’ conditions, in the Tariff for transportation, or on the Ticket itself.

3.2.2 If you are prevented from travelling within the period of validity of the Ticket, because at the time you request reservations we are unable to confirm your booking, the validity of your Ticket will be extended until such time as we are able a seat in the travel class for which the fare was paid, or you will be entitled to a refund in accordance with Article 10.

3.2.3 If you are prevented from continuing your journey after its start within the period of validity due to illness, we can extend the period of validity of your Ticket. However, this extension is only possible up to the time that you are fit to travel once again or until our first flight after this date from the place where you interrupted your journey, depending on what seats are available and exclusively in the class of service for which the Ticket was issued. Such illness must be attested by a medical certificate. If the Flight Coupons remaining in the Ticket, or in the case of an Electronic Ticket, the Electronic Coupon, involve one or more stopovers, the validity of such a Ticket can be extended for not more than three months from the date shown on the Ticket. Under these circumstances, we will similarly extend the period of validity of Tickets of other members of your immediate family accompanying you.

3.2.4 In the event of the death of a Passenger en route, the Tickets of persons accompanying the Passenger may be modified by waiving the minimum stay requirement or extending the Ticket’s period of validity. In the event of a death in the immediate family of a Passenger who has commenced travel, the validity of the Passenger’s Tickets and those of his or her immediate family who are accompanying the Passenger may likewise be extended. Any such modification shall be made only upon receipt of a valid death certificate; and any such extension of the validity shall not be for a period longer than 45 days from the date of the death.

3.3 Complying with the sequence of use of Flight Coupons

3.3.1 A flight Ticket comprises one or more Flight Coupons. Each Flight Coupon is issued for exactly one sector. For example: a Ticket from Munich to New York and back with the sectors from Munich – Vienna, Vienna – New York, New York – Vienna, Vienna – Munich comprises four Flight Coupons or one Ticket. In the same way, the flight from Munich – Vienna, Vienna – Munich also comprises two Flight Coupons, regardless of any stopover in Munich. The Ticket you have purchased is only valid for the sequence of transportation shown on it. The price you paid is based on our fares and is specially calculated based on the travel dates you have selected and sequence of travel. Therefore the calculated price applies only to the sequence of transportation shown on the Ticket. This represents an important part of our contract with you. Due to the market situation, fares consisting of several Flight Coupons can be less expensive than the respective individual flight sections. To prevent these cheaper fares from being undermined, Austrian Airlines has made it a condition of carriage that the sectors are to be flown in the sequence of transportation shown on the Ticket.

3.3.2 If you are unable to fly the indicated sequence in the order given due to Force Majeure, illness or for any other reason or impediment for which you are not responsible (such as a late feeder flight), the remainder of the Flight Coupons shall remain valid. In this case, you may use the remaining Flight Coupons in the sequence shown. The relevant reasons are to be made known to us and substantiated immediately after you become aware of them or after discontinuation of the impediment.In this case, you may use the remaining Flight Coupons in the planned order sequence shown.

3.3.3 If you depart not using the Flight Coupons in the sequence shown and so circumvent the fare system, we will charge you the applicable price for the actual sequence of transportation you intended to take. This will be done by determining the fare you would have had to pay on the day of reserving your actual sequence of transportation you intended to take. This may be higher than the original fare you would have had to pay on the day. The calculation will be based on the best value price available in your booking class for the changed sequence of transportation. If the booking class originally booked by you is not available for the changed routing on the day of making the reservation, the cheapest available booking class will be used to recalculate the changed sequence of transportation. Any taxes and charges for the unused Flight Coupon will be deducted. Please note that unless the difference in price has been paid, you will not be allowed to travel.

The additional price can be requested at any time by contacting our call centre or your booking office.

Links to our contact details can be found here:
Information page for worldwide reservation numbers
Please send written enquiries via our contact form

3.4 Multiple Bookings

If you have been issued with multiple identical Tickets (i.e. Tickets with identical date, identical sequence of use of Flight Coupons, identical Passenger names, identical Tariff), we are authorised to cancel the surplus Flight Segments so that only one journey remains.

Article 4 – Fares, Tariffs, Taxes and Charges

4.1 Fares

Fares apply only for carriage from the departure airport to the destination airport unless otherwise expressly stated. Fares do not include ground transport services between airports or transport between airports and city terminals. The fares will be calculated in accordance with our Tariff in effect on the date of payment of your Ticket for travel on the specified dates and itinerary. Should you change your itinerary or dates of travel, this may impact on the fare to be paid.

4.2 Taxes and Charges

Applicable taxes, fees and surcharges imposed by governments or other authorities or by airport operators shall be payable by you. At the time you purchase your Ticket, you will be advised of the taxes, fees and surcharges not included in the fare when you purchase your Ticket.

4.3 Currency

Fares, taxes, fees and surcharges are payable in the currency of the country in which the Ticket is issued, unless another currency is indicated by us or our Authorised Agents at or before payment is made (e.g. because conversion into the local currency is not possible). We may, at our discretion, accept payment in other currencies.

Article 5 – Seat Reservations

5.1 Conclusion of the agreement of transportation

5.1.1 General

Bookings can be made online on our website www.austrian.com or in our official app, by telephone by calling our call centre using the service number +43 5 1766 1000 (Mon–Sun from 08:00 a.m. to 08:00 p.m.) and in person at our Ticket Offices.  The agreement of transportation between us is concluded once you have made us a legally binding offer and we have accepted this offer. Depending on the kind of booking made, different administration fees apply.
For these please see the following link: www.austrian.com/Info/Flightinformation/ServiceChargeCountries.aspx

5.1.2 Specifics with booking online

When booking on the website www.austrian.com or in our official app, by hitting the button "Buy Now" or a similarly named field, you are making the legally binding offer to conclude an agreement of transportation. This transportation agreement is concluded once the confirmation reservation is received. The agreement is complete when the storable and printable Austrian booking confirmation appears on your screen, or when this booking confirmation is sent by email to the email contact address you have provided (or afterwards, whichever occurs first). Please note that we will verify your payment data before we issue your booking confirmation. If this verification is unsuccessful, we will not issue a booking confirmation and no transport agreement will have been made.

5.1.3 Specifics of cash payments

When you choose cash as a payment method, our acceptance of your offer and the transport agreement that arises is subject to the condition that you pay for the Ticket within 24 hours of making your offer; however, where departure is within 24 hours of making your offer, you must pay two hours before departure at the latest. Where timely payment is not made, no transportation agreement contract of carriage is made.

5.2 Personal Data

5.2.1 Data Protection

We make use of your personal data exclusively within the framework of the statutory requirements, and always only insofar as this is required to fulfil our contractual obligations or where there is an explicit statutory authorisation or obligation to use the data. Therefore, we exclusively use your personal details for the purpose of your purchase and payment of your relevant Ticket, the fulfilment of the contract of carriage and all associated additional services as well as the implementation of entry and customs procedures. You will find further information on our homepage at http://www.austrian.com/Info/LegalRegulations/DataProtection.aspx and http://www.austrian.com/Info/LegalRegulations/Datacollection.aspx.

5.2.2 Collection of contact data

In accordance with the regulation (EU) No. 996/2010***, we offer you the option of naming a contact person on our homepage providing their name and telephone number or email address; they will be advised should an aircraft accident occur. These details will be used exclusively for this purpose and will be deleted after the last flight you have started. Please note that this data is not connected with the reservation, and if you change your booking, these details must be re-entered.

5.3 Seating

5.3.1 Seating reservation subject to reservation charges

If you a paid for your seat reservation, you have a right to a certain seating category (window, aisle or middle seat). In the case of a re-booking is changed at our instigation, in the case of a flight cancellation, or in the event of changes made by us for operational, safety, security or other reasons, we will refund you the amount paid for your reservation if your desired seat category is not available. If you cancel or rebook your Ticket or you purchase an upgrade, the amount paid for the seat reservation will not be refunded.

5.3.2 Complimentary seat reservation

In the case of a complimentary seat reservation, we will endeavour to honour advanced seating requests; however we cannot guarantee any specific seat. Even after the boarding of the aircraft, we retain the right at all times to assign you a seat or to change an assigned seat. This may be necessary for operational, safety, security or other reasons.

5.4 Reconfirmation of Reservations

5.4.1 It may be necessary to reconfirm onward or return flights within specified time limits. We will advise you in good time when we require re- confirmation, as well as how and where it should be done. If this is required and you fail to reconfirm, we may cancel your onward or return reservations. If you inform us that you, nevertheless, wish to travel and there is space available on the flight in the requested booking class, we will do everything we can to transport you to your next or final destination.

5.4.2 You should in any case check the reconfirmation requirements of any other Carriers involved in your journey. Where it is required, we request you to reconfirm your flight with the Air Carrier whose code appears in the "Carrier/Flight" box on your Ticket.

*** Regulation (EU) No. 996/2010 of the European Parliament and of the Council of 20 October 2010 on the investigation and prevention of accidents and incidents in civil aviation and repealing Directive 94/56/EC.

Artículo 6 – Presentación puntual en el mostrador de facturación (Check In)

6.1 Los tiempos límite de facturación varían de un aeropuerto a otro, por lo que recomendamos que se informe al respecto y respete estos tiempos. Disfrutará de un viaje más relajado si se reserva el tiempo suficiente para cumplir todos los trámites de facturación con tranquilidad. En caso de incumplimiento de los citados tiempos, estaremos autorizados a cancelar su reserva. Nosotros o nuestros agentes le informaremos sobre el tiempo límite de facturación del primer tramo del trayecto realizado con nosotros. También puede consultar estos tiempos límite en nuestros horarios de vuelos. La obtención de información a este respecto sobre sus vuelos de conexión y sobre el vuelo de vuelta, no obstante, corre de su cuenta.

6.2 Deberá presentarse en la puerta de embarque, como muy tarde, a la hora que se le indicó en el momento de facturar.

6.3 En caso de que no se presente a tiempo en el mostrador de facturación (Check-in) o en su puerta de embarque, estaremos autorizados a cancelar su reserva.

Artículo 7 – Supuestos de denegación o limitación del transporte

7.1 Derecho a denegar el transporte

Nos reservamos el derecho a denegarle el transporte, o el transporte de su equipaje, de forma discrecional a bordo de nuestros vuelos, siempre y cuando le hayamos comunicado esta circunstancia previamente por escrito. En estos casos, naturalmente, le reembolsaremos el precio del vuelo.

También estaremos facultados a denegarle el transporte a Usted o a su equipaje cuando se den, o tengamos motivos fundados para sospechar que pueden darse, cualquiera de los siguientes supuestos de hecho:

7.1.1 siempre que esta medida sea necesaria para cumplir la legislación nacional o internacional; o

7.1.2 si el transporte de su equipaje pudiera poner en peligro la seguridad, la salud o el confort de los pasajeros o la tripulación; o

7.1.3 si su estado mental o físico, incluidos los efectos causados por el consumo de alcohol o drogas, pudiera representar un peligro para usted mismo, para otros pasajeros, para la tripulación o la propiedad privada; o

7.1.4 si su comportamiento inapropiado en un vuelo anterior nos haga suponer que ese comportamiento pudiera repetirse; o

7.1.5 si se ha negado a someterse al control de seguridad; o

7.1.6 no haya abonado el precio del billete, los impuestos, las tasas o los suplementos aplicables; o

7.1.7 si no está en posesión de documentos de viaje válidos, desea entrar en un país por el que sólo está autorizado a transitar o para el que no posee documentos de viaje válidos, destruye los documentos de viaje durante el vuelo o se niega a entregar dichos documentos a la tripulación, a cambio de un resguardo, cuando ésta lo solicite; o

7.1.8 si presenta un billete de avión adquirido de forma ilegítima a través de un tercero distinto de nosotros o nuestros agentes, un billete cuyo robo ya ha sido notificado, o si no puede identificarse como la persona cuyo nombre figura en el billete de avión; o

7.1.9 si no cumple las disposiciones contenidas en el Artículo 3.3 relativas a la secuencia de uso de los cupones de vuelo o presenta un billete modificado por un tercero distinto de nosotros o nuestros agentes; o

7.1.10 si incumple nuestras normas en materia de seguridad, advertencias o demás indicaciones.

7.2 Asistencia especial

El transporte de niños sin acompañante, personas discapacitadas, mujeres embarazadas, enfermos u otras personas que requieran una asistencia especial, deberá acordarse previamente con nosotros de forma expresa.

Article 8 – Baggage

8.1 Free Baggage Allowance

Depending on your Tariff, you can carry Baggage in specific amounts.

8.2 Excess Baggage

You will be required to pay a charge for the carriage of Baggage in excess of the free Baggage allowance. These rates are available from us upon request.

8.3 Items Unacceptable as Baggage

8.3.1 You may not include in your Baggage:

8.3.1.1 Items which are likely to endanger the aircraft, people or objects on board the aircraft, in particular those specified in the ICAO’s (International Civil Aviation Organisation) "Dangerous Goods Regulations", as well as those of IATA (International Air Transport Association) and in other regulations (further information is available upon request);

8.3.1.2 Items the carriage of which is prohibited under the applicable laws, regulations and other provisions of the state of departure or the state which is being flown over or to;

8.3.1.3 Items which are considered by us to be unsuitable for carriage because they are dangerous, or by reason of their weight, size, form or shape, fragility or perishable nature; information about unacceptable items which is available from us upon request.

8.3.2 Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunition for hunting and sports purposes may be accepted as Checked Baggage in accordance with our conditions, where firearms are unloaded with the safety catch on, as well as suitably packed. Carriage of ammunition is subject to, and subject to the regulations for the transport of munitions as specified above in Article 8.3.1.1.

8.3.3 Weapons such as antique firearms, swords, knives, etc. can be accepted as Checked Baggage at our discretion, but will not be permitted in the in the cabin of the aircraft.

8.3.4 In the event that any objects as described in 8.3.1 and 8.3.2 are found in your Baggage, we are not liable for loss or damage to these objects, on the precondition that loss or damage is not caused by a consequence of grossly negligent or wilful behaviour on our part.

8.4 Right to Refuse Carriage

8.4.1 We reserve the right to refuse carriage of objects named in Article 8.3 and may refuse the further carriage of any such objects discovered during transportation. We also reserve the right to refuse the carriage of Baggage which weighs more than the permitted Baggage allowance and which was not confirmed by us for the announced route at the start of the journey, or where the applicable charge has not been paid (for example, sports luggage or excess Baggage). You are responsible for the further disposal of refused Baggage, and we assume no liability for it.

8.4.2 We may refuse to carry as Baggage any item considered by us as unsuitable for carriage due to its size, shape, type, weight and content, or for safety or operational reasons, or for the comfort of other Passengers. Information about unacceptable items is available from us upon request.

8.4.3 We may refuse to carry as Baggage if in our reasonable opinion not properly and securely packed. Information about packing unacceptable to us is available from us upon request.

8.5 Right of Search of People and Baggage

We can insist on security grounds that you permit a search or scan of your person and a search or screening of your Baggage. If you are not available, your Baggage can be searched in your absence for the purpose of determining whether you are in possession or whether your Baggage contains any item described in Article 8.3 above. If you are unwilling to comply with such a request, we can refuse to carry you and your Baggage. In the event that a search or scan causes damage to your Baggage, we shall not be held liable for such damage except for the case of intent or gross negligence.

8.6 Checked Baggage

Upon delivery to us of the Baggage that you wish to check, we will take it into our custody and issue a Baggage Tag for each piece of Checked Baggage.

8.6.1 Checked Baggage must have your name or other personal identification affixed to it.

8.6.2 Your Checked Baggage will, whenever possible, always be carried on the same aeroplane as you, unless we decide for safety reasons to carry it on another flight. If your Checked Baggage is transported on a subsequent flight, we will deliver it to your destination upon arrival, unless applicable law requires you to be present for customs clearance.

8.7 Hand Baggage

8.7.1 Please note the maximum dimensions and weight for Unchecked Baggage. Furthermore, it must fit either under the seat in front of you or in the Baggage compartment, otherwise it must be checked. Depending on the Tariff, checking Baggage may incur additional costs.

8.7.2 Items not suitable for carriage in the hold (such as delicate musical instruments) and which do not meet the requirements Article 8.7.1 can only be accepted for carriage in the cabin if you have given us advance notice and permission has been granted by us. We will request you to pay a separate charge for this service.  Information on this service is available from us upon request.

8.8 Collection and Delivery of Checked Baggage

8.8.1 You are obliged to take receipt of your Baggage as soon as it is made available at the destination airport or stopover location. In the event that you do not collect the Baggage within five days either of its arrival or of the time at which you are advised of its arrival we are permitted to collect a storage charge. The storage charge includes any charge to be paid at the relevant airport for the safekeeping of your Baggage, up to a maximum of 10 euros per day. Should your Checked Baggage not be claimed within a three-month period of it being made available, we may dispose of it with no liability for subsequent damage. This exclusion of liability is only applicable to consumers where the Baggage is not collected as a result of deliberate or grossly negligent actions on our part. Should there be any fees open, we will deliver your Baggage against payment of the open fees.

8.8.2 Only the bearer of the Baggage check is entitled to delivery of the Baggage. We are however not responsible for checking that the bearer of the Baggage check is the rightful recipient of the Baggage to be delivered.

8.8.3 If a person claiming Checked Baggage is unable to produce the Baggage check, we will deliver the Baggage to such person only on the condition that we are satisfied that this is the rightful owner of the Baggage.

8.9 Animals

The carriage of domestic animals is subject to special conditions of transportation and therefore requires our explicit acceptance. Austrian Airlines only carries dogs and cats. If we agree to carry your animal, they will be carried only subject to the following conditions:

8.9.1 You must ensure that your pet is safely crated in a sufficiently large and appropriate transport container. In addition, it is required to hold valid health and vaccinations certificates, together with a pet passport as well as other entry and transit papers required by the relevant country. Beyond this, we reserve the right to specify further conditions and measures as necessary, available from us upon request. For more information, please visit our website http://www.austrian.com/Info/Flying/TransportationAnimals.aspx or telephone us on: +43 5 1766 1000

8.9.2 The weight of the accompanying animal and the weight of the appropriate transport container and the necessary food is not part of the applicable free Baggage allowance; even if you do not carry any other Baggage with you. You will be obliged to pay the applicable rate for excess Baggage, available from us upon request.

8.9.3 Guide dogs and comparable service dogs (working dogs, emotional support dogs) as well as their containers and food will be carried free of charge over and above the free Baggage allowance, subject to conditions specified by us.  Free carriage and carriage in the cabin require proof of medical necessity. The Passenger’s reliance on the carriage in the cabin of an emotional support dog must be proven by a doctor’s certificate. Notwithstanding any provision to the contrary, we shall not be required to accept other animals apart from dogs as service animals.

8.9.4 We will have no liability for any such animal not having all necessary exit, entry, health and other documents with respect to the animal’s entry into or passage through any country, or if an animal is not properly crated during transportation, and the animal’s owner must reimburse any fines, costs, losses or liabilities imposed or incurred as a result. You are liable for all damages which an animal or service dog might cause on board the aircraft or to others. 

Article 9 – Cancellation, denied boarding due to overbooking, delay to flights

We strive to the best of our abilities to avoid cancellations, denied boarding due to overbooking and delays to flights. In the event that a flight is delayed or cancelled, or if you are denied boarding due to overbooking you can make claims in accordance with the Regulation (EC) No. 261/2004 of the European Parliament and of the Council establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No. 295/91.

Artículo 10 – Reembolsos

10.1 De acuerdo con las disposiciones aplicables en materia de tarifas, le reembolsaremos su billete o la parte no utilizada del mismo en los siguientes supuestos de hecho:

10.1.1 Estamos autorizados a reembolsarle el billete a la persona cuyo nombre figura en el mismo o a la que ha pagado su importe. En este último caso, dicha persona deberá aportar pruebas suficientes de que ha realizado el pago.

10.1.2 Si el billete ha sido abonado por una persona distinta del pasajero cuyo nombre figura en el billete de avión, y el billete está provisto de la correspondiente restricción en relación con su reembolso, éste sólo se efectuará a la persona que pagó el billete.

10.1.3 Salvo en caso de extravío del billete, el reembolso sólo se efectuará previa devolución del billete y de todos los cupones de vuelo no utilizados.

10.2 Reembolso voluntario

10.2.1 En el caso de que Usted exija un reembolso por motivos diferentes a los mencionados en el Artículo 9.2, el importe del reembolso será:

10.2.1.1 igual al precio del vuelo abonado, una vez descontados los recargos aplicables en concepto de tramitación y cancelación, si no se ha utilizado ninguna de las partes del billete;

10.2.1.2 igual a la diferencia entre el precio pagado y la tarifa aplicable al trayecto parcial recorrido, una vez descontados los recargos aplicables en concepto de tramitación y cancelación, si se ha utilizado una parte del billete.

10.3 Reembolso de un billete extraviado

10.3.1 En caso de extravío de un billete o de una parte del mismo, el reembolso se efectuará una vez aportada una prueba satisfactoria de la pérdida, previo pago del recargo aplicable en concepto de tramitación y una vez expirado el período de validez del billete, siempre que:

10.3.1.1 el billete extraviado (o la parte del mismo) no haya sido empleado ya para el transporte o para solicitar el reembolso correspondiente, o no haya sido cambiado por otro;

10.3.1.2 la persona destinataria del reembolso se comprometa, en la forma establecida por nosotros, a devolver la cantidad reembolsada en caso de que otra persona presente y utilice el billete (o una parte del mismo) para el transporte o para obtener el reembolso.

10.3.2 Naturalmente restituiremos el billete en caso de extravío del mismo por parte nuestra o de nuestros agentes.

10.4 Denegación de reembolsos

10.4.1 Podemos denegar el reembolso si se solicita una vez expirado el período de validez del billete.

10.4.2 Nos reservamos el derecho a denegar el reembolso de un billete que usted haya presentado ante las autoridades de un país como prueba de su intención de salir de nuevo del mismo, a menos que pueda demostrar convenientemente que tiene permiso para permanecer en el país o que va a salir de él con otro transportista aéreo o medio de transporte.

10.5 Forma de reembolso y moneda

Nos reservamos el derecho de realizar el reembolso en la misma forma y moneda en la que se efectuó el pago del billete de avión.

10.6 Entidad pagadora

Por regla general, El reembolso sólo podrá efectuarlo el transportista aéreo o agente que emitió el billete de avión originariamente.

Artículo 11 – Comportamiento a bordo del avión

11.1 Disposiciones generales

Si su comportamiento a bordo nos ofrece motivos suficientes para suponer que Usted

- puede representar un peligro para el avión o para personas u objetos que se encuentran a bordo,
- puede obstaculizar a la tripulación en el desempeño de sus funciones o incumplir sus instrucciones, especialmente las relativas a la prohibición de fumar y al consumo de alcohol o de drogas, o
- puede ocasionar desasosiego, molestias, daños o lesiones a otros pasajeros o a la tripulación,

nos reservamos el derecho a adoptar las medidas necesarias para evitar ese comportamiento. En estos casos podremos exigirle que desembarque en cualquiera de las escalas de su viaje, denegarle el transporte e iniciar un procedimiento civil o penal contra Usted por su comportamiento a bordo.

Asimismo nos reservamos el derecho a registrar sus datos personales para que se le procese judicialmente.

La tripulación de cabina podrá exigir que cualquier objeto (incluidos los dispositivos electrónicos ligeros) permanezca guardado durante el desplazamiento por la zona de rodadura, el despegue y el aterrizaje, si considera que puede poner en peligro la seguridad debido a sus dimensiones, su forma o su peso.

11.2 Dispositivos electrónicos

Los equipos electrónicos con un peso de hasta 1 kg (2.2 lbs), tales como smartphones, libros electrónicos (e-books), cámaras compactas, teléfonos móviles, notebooks “ultraligeros”, tablets, radios y grabadoras portátiles, reproductores de CD/DVD/MP3 y consolas de juegos (“dispositivos electrónicos portátiles) pueden utilizarse a bordo durante todas las fases del vuelo, siempre que todas las funciones de transmisión estén desactivadas y el dispositivo permanezca en modo avión. En cambio, los dispositivos con un peso superior a 1 kg (2.2 lbs) o con unas dimensiones que no permitan transportarlos en el interior de la bolsa del asiento (p. ej. ordenadores portátiles convencionales), no podrán utilizarse durante los desplazamientos en pista, el despegue ni el aterrizaje del avión, y deberán desconectarse y guardarse. También deberán permanecer desconectados los dispositivos electrónicos a los que no pueda accederse durante el vuelo para desactivarlos (p. ej. dispositivos electrónicos portátiles que se transporten en el interior del equipaje consignado (facturado)). Por motivos de seguridad, está prohibido el uso a bordo de otros dispositivos transmisores (p. ej. juguetes radiocontrol y walkie-talkies). Sí está permitido, por supuesto, el uso de audífonos y marcapasos.

Siempre que sea necesario por motivos de seguridad, la tripulación podrá prohibir el uso de dispositivos electrónicos a bordo.

Artículo 12 – Contratación de servicios adicionales

12.1 En el caso de que contratemos para Usted cualquier servicio distinto del de transporte con una tercera parte, o si emitimos un billete o un bono para el transporte o la prestación de un servicio por parte de un tercero, como por ejemplo un hotel o un coche de alquiler, estaremos actuando únicamente en calidad de su agente. La prestación de este tipo de servicios quedará sujeta a las Condiciones generales de la tercera parte que presta el servicio.

En los casos en los que prestemos tales servicios suplementarios, sólo responderemos en los supuestos de intencionalidad o negligencia grave.

12.2 En las reservas de paquetes ‘myHoliday’ de Austrian, Austrian Airlines únicamente actuará en calidad de su socio contractual en lo que respecta al vuelo. En todos los demás servicios adicionales incluidos en el paquete ‘myHoliday’ de Austrian (“servicios adicionales”), Austrian Airlines actúa exclusivamente en calidad de intermediario. En el momento de reservar un paquete myHoliday de Austrian, estará estableciendo una relación contractual con el socio que ofrece los servicios adicionales. Por favor tenga en cuenta que, en el caso de los servicios adicionales, Austrian Airlines siempre actúa en calidad de intermediario. Cualquier reclamación en el ámbito de las relaciones contractuales que tengan por objeto la prestación de los servicios adicionales deberán presentarse directamente ante el respectivo socio contractual. Por consiguiente, Austrian Airlines queda exenta de toda responsabilidad y, en ningún caso, podrá reclamarse una indemnización a Austrian Airlines por ningún daño directo, indirecto, punitivo, incidental, especial o consecuencial relacionado con los servicios adicionales. Por favor, tenga en cuenta que los paquetes myHoliday de Austrian sólo están disponibles en combinación con un vuelo de Austrian Airlines. No existe posibilidad de reservarlos de forma independiente.

12.3 En el caso de que también le prestemos servicios de transporte por tierra, dichos servicios quedarán sujetos a unas condiciones distintas de las presentes.

Artículo 13 – Trámites administrativos

13.1 Disposiciones generales

13.1.1 Tiene usted la obligación de obtener todos los documentos y visados necesarios para su viaje, y de cumplir todas las leyes de los países de origen y destino de sus vuelos, así como de aquellos en los que haga escala.

13.1.2 No asumimos responsabilidad alguna en relación con las consecuencias en caso de que no disponga de los documentos necesarios o incumpla las citadas leyes y disposiciones.

13.2 Documentos de viaje

Antes del inicio del viaje, tiene la obligación de presentar los documentos de entrada y salida, certificados de sanidad y otros documentos legalmente requeridos por los respectivos países, y de autorizarnos a realizar copias de dichos documentos y conservarlas.

Nos reservamos el derecho a denegarle el transporte si incumple la normativa aplicable o si sus documentos son insuficientes. No asumimos responsabilidad alguna en el caso de que, a nuestro buen parecer y entender, consideremos que las disposiciones aplicables impiden su transporte, y nos veamos por tanto obligados a denegárselo. Tampoco asumimos responsabilidad alguna por los perjuicios que puedan derivarse para Usted del incumplimiento de formalidades para un transporte que, a pesar de haberse realizado, debería haberse denegado.

13.3 Prohibición de entrada en un país

Si se le prohíbe la entrada a un determinado país, deberá asumir todos los gastos, multas y demás sanciones que puedan imponérsenos, así como el coste del transporte de vuelta. En estos casos no existe posibilidad de solicitar el reembolso del precio del billete para el transporte hasta el lugar en el que le ha sido denegada la entrada en el país.

13.4 Responsabilidad del pasajero por multas, sanciones, etc.

En caso de que debamos abonar alguna cantidad por sanciones o multas, o incurramos en algún gasto debido a su incumplimiento de alguna normativa en materia de entrada, salida o de tránsito por el país en cuestión, por incumplimiento de la legislación vigente en el mismo o por insuficiencia de los documentos requeridos, quedará obligado a reembolsarnos todos los importes abonados por este concepto. Estamos autorizados a emplear el precio pagado por los billetes no utilizados, así como los objetos suyos que obren en nuestro poder, para cubrir dichos gastos.

Asimismo nos reservamos el derecho a adoptar todas las medidas necesarias para garantizar el pago de estos gastos.

13.5 Control de aduanas

Puede requerirse su presencia durante la inspección de su equipaje por parte del personal de aduanas o de otros funcionarios. Declinamos toda responsabilidad por los daños que pueda sufrir durante la inspección o por el incumplimiento de esta disposición.

13.6 Control de seguridad

Está Usted obligado a someterse a los controles de seguridad llevados a cabo por las autoridades, las entidades de gestión de los aeropuertos, los transportistas aéreos o por nosotros mismos.

Artículo 14 – Transportistas aéreos consecutivos

En el caso de que un determinado transporte se realice por nosotros y por otra u otras compañías aéreas en virtud de un único billete en virtud, dicho transporte se considerará también un único servicio con arreglo al Convenio. En este contexto, véase también el Artículo 15.3.2.

Artículo 15 – Responsabilidad por daños

15.1 Principios fundamentales

En el caso de que, a lo largo de su viaje, intervengan también otras compañías aéreas en su transporte, la responsabilidad se regulará con arreglo a las disposiciones de las mismas. Nuestras disposiciones en materia de responsabilidad son las siguientes:

15.2 Derecho aplicable

En materia de responsabilidad por daños, son de aplicación tanto el Convenio como el Reglamento (CE) nº 889/2002 (en sus respectivas versiones en vigor).

15.3 Disposiciones generales

15.3.1 Estaremos exentos de responsabilidad, total o parcialmente, en el caso de que los daños sean atribuibles total o parcialmente a su persona.

15.3.2 Si emitimos billetes para un transporte a bordo de un vuelo de otro transportista aéreo, o aceptamos transportar equipaje para ser transportado a bordo de un vuelo de otro transportista aéreo, estaremos actuando sólo en calidad de agentes del mismo.

Por lo que respecta al equipaje facturado, usted también tiene derecho a exigir una indemnización por daños al primero o al último de los transportistas aéreos intervinientes.

15.3.3 Declinamos toda responsabilidad por los daños producidos, de forma directa o indirecta, en cumplimiento de disposiciones u ordenanzas legales o impuestas por las autoridades, o por el incumplimiento de las mismas por su parte, o cuyas causas no sean atribuibles a nosotros.

15.3.4 Nuestra responsabilidad no superará en ningún caso el importe de los daños que hayan sido constatados. No asumimos responsabilidad alguna por daños indirectos o consecuenciales, ni por daños de carácter penal. Esta exención de responsabilidad sólo podrá esgrimirse frente al consumidor cuando los daños no hayan sido ocasionados por nosotros de forma intencionada o debido a una negligencia grave, y siempre y cuando, en el momento de concluir el contrato, desconociéramos los intereses del consumidor afectados por los citados daños.

15.3.5 Los casos de exención y limitación de responsabilidad aplicables a nuestra compañía se hacen extensivos también a nuestros agentes, empleados y representantes, así como a toda persona cuyo avión utilicemos, incluidos los agentes, empleados y representantes de la misma. El importe total a abonar por nosotros o por las personas mencionadas en concepto de indemnización, no podrá superar el importe de los límites de responsabilidad aplicables a nuestra compañía.

15.3.6 Sin perjuicio de lo establecido en el Artículo 15.4.2, estaremos exentos de responsabilidad si demostramos que tanto nosotros, como nuestros empleados y demás personas a las que hayamos recurrido para cumplir el contrato de transporte, hemos adoptado todas las medidas necesarias para prevenir los daños, o que la adopción de dichas medidas fue imposible por causas ajenas a nosotros.

15.3.7 Ninguna de las disposiciones contenidas en las presentes Condiciones generales de transporte constituye una renuncia a ninguno de los supuestos de exención o limitación de responsabilidad a los que podamos acogernos con arreglo al Convenio o al Derecho aplicable.

15.4 Responsabilidad por daños personales

15.4.1 Responsabilidad ilimitada

Por norma general, nuestra responsabilidad en caso de fallecimiento, lesiones o daños a la salud de un pasajero, a consecuencia de un accidente a bordo de un avión o sucedido durante el embarque o desembarque, no queda limitada a ningún importe máximo.

15.4.2 Renuncia a la exención de responsabilidad

En los supuestos de daños equivalentes a un total de 113.100 DEG (123.165,9 EUR al 04.01.2010), renunciamos a la posibilidad de quedar exentos de responsabilidad mediante prueba con arreglo al Artículo 20 del Convenio.

15.4.3 Anticipos

En el caso de que se produzca un daño, abonaremos un anticipo lo antes posible, y como muy tarde en el plazo de 15 días desde la determinación de la persona con derecho a la indemnización, para cubrir las necesidades económicas inmediatas de ésta. En caso de fallecimiento del pasajero, dicho anticipo no podrá ser inferior a 16.000 DEG (17.424,00 EUR al 04.01.2010). Este anticipo se descontará del importe final de la indemnización.

15.4.4 Exención de responsabilidad

Si nos hacemos cargo de su transporte, a pesar de que su edad o su estado físico o psíquico lo desaconseje porque supone o podría suponer un peligro para Usted, no asumiremos responsabilidad alguna por los daños consecuencia de su estado, o a los que dicho estado pudiera haber contribuido.
En el caso de que el transporte pudiera representar para Usted un riesgo debido a los motivos citados, estará obligado a informarnos previamente al respecto para que podamos evaluar las posibilidades que existen para transportarle sin que esto suponga un riesgo para Usted.

15.5. Responsabilidad por daños en el equipaje

15.5.1 Nuestra responsabilidad por daños en el equipaje asciende a un máximo de 1.131 DEG (1.231,66 EUR al 04.01.2010) por pasajero.

Estos límites de responsabilidad en materia de equipajes no serán aplicables si se demuestra que los daños han sido ocasionados por una acción u omisión nuestra o de nuestros empleados, cometida de forma intencionada o negligente y siendo conscientes de que el daño podía producirse; en caso de acción u omisión por parte de nuestros empleados, deberá demostrarse además que los responsables la han cometido en el ejercicio de sus funciones.

15.5.2 No asumimos responsabilidad alguna en relación con los daños ocasionados por objetos contenidos en su equipaje. En caso de que estos objetos ocasionen daños en el equipaje de otro pasajero o en objetos de nuestra propiedad, quedará obligado a indemnizarnos por todos los perjuicios y gastos derivados de los mismos.

15.5.3 Si su equipaje contiene objetos como los descritos en los Artículos 8.3.1 y 8.3.2, no asumiremos responsabilidad alguna por su extravío ni por daños en los mismos, salvo que éstos se hayan producido por negligencia grave o de forma intencionada por nuestra parte (véase también el Art 8.3.4.).

Artículo 16 – Plazos para solicitar indemnizaciones o presentar reclamaciones

16.1 Notificación de daños

Si usted acepta el equipaje consignado, sin reservas, este hecho se considerará una prueba suficiente que le fue entregado, en el momento de su recogida, en buenas condiciones y conforme al contrato de transporte, mientras no se demuestre lo contrario.

En caso de que el equipaje haya sufrido daños, no se aceptará ninguna reclamación a menos que ésta se interponga inmediatamente después de constatarse el daño o, como muy tarde, en un plazo de 7 días desde la recogida del mismo; la obligación de notificación también es aplicable a los daños causados por el retraso en la entrega del equipaje, que deberán notificarse de inmediato y, en cualquier caso, en un plazo máximo de 21 días desde la entrega del mismo. La notificación de los daños deberá realizarse por escrito y enviarse dentro de los plazos anteriormente indicados.

16.2 Presentación de reclamaciones

Una reclamación de indemnización por daños y perjuicios sólo podrá interponerse dentro de un plazo de 2 años contados a partir de la fecha de llegada del vuelo a su destino, de la fecha en la que éste debería haber llegado al mismo o de la fecha en la que el transporte quedó interrumpido. El cálculo del plazo se realizará con arreglo a la normativa aplicable por parte del tribunal al que se recurra.

Artículo 17 – Disposiciones adicionales

Su transporte y el de su equipaje queda sujeto a otras normas y condiciones aplicables o publicadas por nosotros. Estas normas, que cada cierto tiempo son objeto de modificación, son importantes y hacen referencia, entre otros, al transporte de niños sin acompañante, a limitaciones en el transporte de equipos electrónicos, al consumo de alcohol a bordo etc.

Article 18 – Interpretation

The title of each Article is for convenience only, and is not to be used for interpretation of the text.

Artículo 19 – Modificación y renuncia

Ninguno de nuestros agentes, empleados o apoderados está autorizado a complementar o modificar las presentes Condiciones generales de transporte, ni a renunciar a su aplicación.

Artículo 20 – Jurisdicción

En el caso de que ni las disposiciones contenidas en el Convenio, ni el Derecho aplicable, prevean una jurisdicción competente, las posibles reclamaciones contra nosotros podrán presentarse ante el tribunal de Viena competente en esta materia.