The rising number of passengers encourages us in our continuing effort to offer the best customer service possible. It is Austrian’s aim to make every flight a safe and pleasant experience and further enhance customer comfort on the ground and in the air.
The Austrian Customer Service Plan is another step to reach this goal. It has been developed in accordance with DOT regulations for international flights that depart from or arrive at a covered U.S. airport.
Austrian’s Customer Service Plan reflects our commitment to treat our customers in a fair, courteous and prompt manner and to provide them with clear information about what they can expect us to do, particularly during occasional, irregular operations. In addition they will allow us to act promptly when we fail to meet our customer’s expectations.
This Customer Service Plan is explicitly separate from and does not form a part of Austrian’s General Conditions of Carriage.
1. Offering the Lowest Fare Available
Austrian offer our customers the lowest fare for which they are eligible on austrian.com, through our Reservation Call Centers and at airport ticket counters and ticket offices for the date, flight, and class of service requested.
Our representatives, upon request, will identify money-saving alternative itineraries if your travel schedule is flexible.
Our customers will always be informed by Austrian about the applicable fare and any other applicable fees, charges and taxes.
Depending on the method in which the travel arrangements are made at the time the fare is quoted, lower fares may be available through alternative distribution channels.
2. Notifying Customers of Known Delays, Cancellations and Diversions
Austrian will provide our customers with full and timely notification of known delays, cancellations and diversions at the airport, on board the affected flights, and via the website and call centers. It is Austrian’s policy to contact our customers in advance, whenever possible.
This includes providing information about a change in the status of a flight to, from or within the United States within 30 minutes after becoming aware of a flight cancellation, a flight delay of 30 minutes or more in the planned operation of a flight or a flight diversion.
3. Delivering Baggage on Time
Austrian have devoted extensive resources and efforts to ensure that our customers and their bags travel on the same flight. In case a bag is missing or remains unclaimed, we will make every reasonable effort to locate and return the customer’s bag within 24 hours or less if a name and address or other valid contact information is available.
Austrian utilize a comprehensive system and process to trace missing baggage and notify affected customers. It should be noted that for international flights it may take longer to return missing or unclaimed baggage due to flight duration, frequency of flights, and Customs & Immigration procedures.
Customers may request a Customer Property Claim form from our Baggage Services Representatives at the Lost & Found Office at the Airport.
Status of missing baggage is available to our customer via http://www.austrian.com/Info/Flying/MissingBaggage.aspx
or by contacting our Customer Relations Department. When a bag is recovered, we will attempt to arrange delivery to the customer at Austrian’s expense at a convenient time if the customer is not located at a remote location.
Unless otherwise stated liability for international travel is governed by the Montreal Convention (the “Convention”). Pursuant to the Convention, Austrian’s maximum liability per person, per trip, for delayed, lost or damaged baggage is 1,131 Special Drawing Rights.
Additional information regarding liability limitations and exclusions are set forth in Austrian’s General Conditions of Carriage, which are available at http://www.austrian.com/Info/TermsConditions/ConditionsOfCarriage.aspx
4. Allowing reservations to be cancelled without penalty for a defined amount of time
We want to give you more flexibility when planning your flight. Subject to applicable ticketing deadlines, we will allow you either:
- to keep a telephone reservation made directly with us without payment for a minimum of 24 hours or,
- where immediate payment at the time of booking is required, to cancel a reservation without penalty within 24 hours. You will be advised which is applicable at the time of booking.
5. Providing Prompt Ticket Refunds
Austrian will issue refunds for all eligible tickets within seven (7) business days for credit card purchases and within twenty (20) business days for purchases made by cash or check.
For refund assistance:
Requests for refunds may be submitted to any Austrian ticketing location or your travel agent.
For questions on how to apply for a refund or check status on a refund request, visit our website at http://www.austrian.com/Contact.aspx
6. Properly Accommodating Disabled and Special Needs passengers, including Tarmac Delays
Austrian are committed to providing safe, convenient and reliable travel to all passengers and will not discriminate against any passenger with a disability.
Austrian employees have been trained to comply with 14 CFR Part 382. Austrian have trained Complaint Resolution Officials at Vienna and U.S. airports that are available to answer questions.
Austrian accept children between 5 and 11 years of age who hold a confirmed reservation as an Unaccompanied Minor (“UM”).
An UM service charge applies to all UMs on Austrian’s flights. For more information please see http://www.austrian.com/Info/Flying/TravellingChildren.aspx
Minors age 12 through 17 years are not subject to the UM policies, but the UM service is available for the UM service charge if you would like to use it.
UMs will be escorted onboard the aircraft by an Austrian representative and introduced to the Flight Attendant before being escorted to their seat.
Upon arrival the UM will be escorted off the aircraft by one of our representatives and will be released at the agreed point only to those persons named on the Special Service Form. Identification will be required.
7. Meeting Customers’ Essential Needs during Long On-Board Delays
Austrian will provide full and timely information regarding the status of a flight if there is a long delay after you have boarded or after the plane has landed. If safety and security conditions permit, Austrian will provide for your essential needs such as food, beverages, heat/air conditioning, operable lavatory facilities, and access to medical treatment.
On request the captain may allow customers to use cellular phones and laptop computers in accordance with safety and governmental regulations. During the waiting time the Flight Crew will make every reasonable effort to respond to our customers’ special needs if available and possible.
For further information, see Austrian’s Contingency Plan for Lengthy Tarmac Delays.
8. Handling “Bumped” Passengers in the Case of Oversales with Fairness and Consistency
Austrian will handle “bumped” passengers with fairness and consistency in the case of Oversales.
When a flight is expected to be oversold, our Airport representatives will first ask for volunteers who are willing to give up their seats in exchange for benefits to be agreed upon.
If Austrian does not find enough volunteers, Austrian may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with established boarding priorities.
We will rebook passengers on to the next available Austrian flight to their ticketed destination if they are involuntarily denied boarding. If an Austrian flight is not available, we will strive to provide comparable accommodations on another airline that we have a ticketing agreement with. Meals and hotel accommodations will be offered when appropriate.
Information regarding our policies and procedures for handling situations when ticketed customers cannot be accommodated on a flight will be made available at the airport.
Amount of Denied Boarding Compensation
International Transportation: Passengers traveling from the United States to a foreign point who are denied boarding involuntarily from an oversold flight originating at a U.S. airport are entitled to:
(1) No compensation if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight;
(2) 200% of the fare to the passenger’s destination or first stopover, with a maximum of $650, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight; and
(3) 400% of the fare to the passenger’s destination or first stopover, with a maximum of $1,300, if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than four hours after the planned arrival time of the passenger’s original flight.
0 to 1 hour arrival delay - No compensation
1 to 4 hour arrival delay - 200% of one-way fare (but no more than $650)
Over 4 hours arrival delay - 400% of one-way fare (but no more than $1,300)
“Alternate Transportation” is air transportation with a confirmed reservation at no additional charge (by any scheduled airline licensed by DOT), or other transportation accepted and used by the passenger in the case of denied boarding.
9. Disclosing Travel Itinerary, Cancellation Policies, Frequent Flyer Rules, and Aircraft Configurations
Austrian make the following information available to our passengers:
I. Planned scheduled time of departure and arrival of the flights
II. Airport / terminal of departure and arrival
III. Number of en-route stops
IV. Any change of aircraft, terminal or airport
V. Any conditions attached to the fare to be paid
VI. Name of airline and flight number
VII. Confirmation of flight times
VIII. Free baggage allowance
IX. Cabin baggage allowance
In addition, Austrian will provide the following information, upon request:
I. Aircraft type scheduled to be operated on the route and seat pitch
II. Services normally offered on board
III. Facilities for passengers with special needs
IV. Whether specific seats can be allocated or pre-booked
V. Charges for excess baggage
VI. Conditions of carriage
VII. Details of our frequent flyer program
Please contact Austrian’s Reservation Center or visit www.austrian.com for further details.
10. Ensuring good customer service from code-share partners
If an Austrian flight is operated by a partner airline under a code share agreement, Austrian will provide passengers with the name of the airline operating the flight at the time the reservation is made.
We stand behind the services provided by our code-share partners and endeavor to ensure that passengers receive the same level of service whenever they travel on flights operated by our code-share partners.
For links to the web sites of Austrian’s code-share partners please visit http://www.austrian.com/Info/Partners/CodesharePartners.aspx
11. Ensuring responsiveness to customer complaints
An employee has been designated by Austrian to monitor the effects of flight delays, flight cancellations, and lengthy tarmac delays on passengers.
Austrian will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint.
For information about filing compliments and/or complaints for flights to or from the United States, please visit http://www.austrian.com/Contact.aspx or you may write to us at
Austrian Airlines AG
PO Box 33
A-1300 Vienna Airport
Fax: +43 51766
12. Identifying the services Austrian provides to mitigate passenger inconveniences resulting from cancellations and misconnects.
In order to mitigate inconveniences to you resulting from cancellations and misconnects, we will:
Attempt to contact you, via contact information provided in your reservation about cancellations when the event is known at least two hours before departure, averting a frustrating trip to the airport.
Make available information about your rebooking through our website; at an airport kiosk, when available; and through our airport and reservations agents.
Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary.
Provide meal allowances and hotel accommodations, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect, or cancellation within Austrian’s control.