General Terms and Conditions of Carriage for Passengers and Baggage

Unless otherwise indicated from the wording or the context, the following expressions have the meaning indicated next to them below:

• “We”, “our” and “us” denotes Austrian Airlines AG.
• “Airline code” is a code consisting of two characters or three letters allocated to the respective airline.
• Coupon is the part of the ticket that entitles the passenger to carriage on an individual leg.
• “Baggage” are 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” is 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.
• “Consumer” is any person who is a user as defined in Section 1 (1) of the Austrian Consumer Protection Act¹ in the currently valid version.
• “Carrier” means any air carrier that transports the passenger and/or their baggage on the basis of the ticket and whose airline code appears on your ticket.
• “Passenger”, “you” and “your” refer to any person, except members of the crew, carried or to be carried in an aircraft pursuant to a ticket.
• “Check-in deadline” is the time limit specified by us or the respective carrier by which you must have completed all check-in formalities and received your boarding pass.
• “SDR” refers to special drawing rights as defined by the International Monetary Fund.
• “Days” are calendar days, including Sundays and bank holidays; providing that, for the purpose of notifications of damages, the day on which the baggage is received shall not be counted; and providing further that, for purposes of determining the duration of validity of a ticket, the day on which the ticket is issued or the flight is commenced shall not be counted.
• “Fare” is the remuneration to be paid for carriage of a passenger and baggage, and the conditions under which it is applicable.
• “Ticket” or “ticket” is the electronically recorded, numbered confirmation of a paid flight service, verifiable by a ticket receipt (passenger receipt) containing the passenger's name, flight information, travel dates and fare information.

1 = Austrian Federal law of 8 March 1979, BGBl [Austrian Federal Civil Code I] 140, which makes provisions for the protection of consumers in its currently valid version.

We have concluded agreements with other airlines known as “code shares”. On the basis of code share agreements, even if Austrian Airlines (with the airline code OS) is listed as the carrier on the ticket, the carriage may be performed by another airline. In the case of a code share flight, Austrian Airlines will inform you at the time of booking which airline will operate the flight (known as the operating carrier).

We will inform you of the identity of the operating carrier when you book a flight. You will also be informed immediately if the operating carrier is changed.

Indirect sales channels such as travel agents or various internet providers, over which we have no influence, are also obligated under Art. 11 of Regulation (EC) number 2111/20052 to inform you at the time of reservation of the operating carrier and/or to notify the passenger if the operating carrier is changed.

You can find the EU list of carriers that are subject to an operating ban within the European Community at:

2 = Regulation (EC) No. 2111/2005 of the European Parliament and the Council of 14 December 2005 relating to the establishment of an EU list of air carriers subject to an operating ban within the Community, as well as the notification of passengers regarding the identity of the operating airline companies and the repeal of Article 9 of Directive 2004/36/EC.

3.1.1. We will only provide carriage to passengers named on the ticket; you may therefore be asked to produce appropriate documents verifying your identity at any time.

3.1.2. Tickets are not transferable.

3.1.3. The conditions under which a ticket can be rebooked or refunded depend on the fare you selected when you concluded the contract of carriage. 

3.2.1. A flight ticket comprises one or more coupons. Each coupon is issued for exactly one sector. For example: a ticket from Munich to New York and back with the sectors Munich – Vienna, Vienna New York, New York – Vienna, Vienna – Munich comprises four coupons. In the same way, a ticket with the flights Vienna – Munich and Munich – Vienna comprises two coupons, regardless of any stopover in Munich. The ticket you have purchased is only valid for the sequence of carriage shown on it. The amount you paid is based on our fares on the day of the booking and is specially calculated based on the travel dates you have selected and the sequence of travel. Therefore the calculated price applies only to the sequence of carriage shown on the ticket. This represents an important element of our contract with you. Due to market conditions, tickets with multiple coupons may be cheaper than tickets for a single flight. To prevent these cheaper tickets from being undermined, Austrian Airlines has made it a condition of carriage that the sectors are to be flown in the sequence of carriage shown on the ticket.

3.2.2. If carriage is not used on all individual legs or not used in the sequence specified on the ticket, with otherwise unchanged travel data, we will recalculate the fare in accordance with your amended routing. In the event of a recalculation, the flight price will be determined based on the fare you selected on the day of your booking for your actual route. This fare may be higher or lower than the fare you originally paid.

If a higher fare would have been determined on the day of the booking for your altered routing, we will subsequently charge the difference, taking into account the fare already paid. Please note that we make carriage dependent on whether you have paid this difference in price. If a lower fare would have been payable for your changed route on the day of booking, we will refund the difference.

The fare for your changed route can be requested at any time by contacting our call centre or your booking office.

The quickest way to send us your written enquiries is via our contact form.

If you have a refundable ticket, as defined by the fare conditions, and have still not flown a single segment of it, you are entitled to request a refund of the ticket price in accordance with fare conditions. This means that you will forfeit your entitlement to carriage.

Article 3.2.2 applies to the carriage of passengers resident in Austria subject to the following condition:

3.2.3. There will be no recalculation for transport of consumers residing in Austria if your travel plans simply change or if you are prevented, due to force majeure, illness or for another reason for which you are not responsible, from commencing carriage on all legs or on individual legs in the order indicated on the flight ticket.

You must pay the contractually agreed total price. The total price consists of the fare, surcharges, taxes, fees and levies.

The fare is calculated based on the price applicable on the day of booking for carriage on the specified date on the specified itinerary (from the place of departure to the destination).

Surcharges, applicable taxes, fees and levies imposed by authorities or airport operators in relation to the passenger or for their use of services, which are shown at the time of booking and are not included in the flight price, shall be payable by you in the amount shown at the time of booking.

5.1.1. General

The Contract of Carriage between us is concluded once you have made us a legally binding offer and we have accepted this offer.

5.1.2. Specific features when booking online

When booking on the website www.austrian.com or via our official app, by clicking on the button “Buy now” or a similarly named field, you are making a legally binding offer to conclude a Contract of Carriage. This Contract of Carriage is concluded when you receive our passenger receipt. This agreement is complete when the Austrian passenger receipt, which can be saved and printed, appears on your screen, or when the passenger receipt is sent by email to the email address you have provided (whichever occurs first).

5.1.3. Specific features when paying by cash

When you choose cash as a payment method, our acceptance of your offer and the Contract of Carriage that is concluded 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 submitting your offer, you must pay two hours before departure at the latest. Where timely payment is not made, the Contract of Carriage shall not come into effect.

In accordance with Regulation (EU) No. 996/2010³, we offer you the option of naming a contact person on our website and providing their name and telephone number or email address; they will be notified should an aircraft accident occur. These details will be used exclusively for this purpose and will be deleted after the last flight you have provided. Please note that this data is not linked to the reservation and if you rebook, the data must therefore be re-entered.

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

As part of a seat reservation for a fee, you purchase the option (i.e. the privilege) to choose a seat within a specific seat category (window, aisle or middle seat, seat with extra legroom, seat in the preferred zone, privacy seat), but not a specific seat. If we are unable to fulfil the option you have purchased for a seat within a specific seat category (e.g., due to a change of aircraft, for safety or medical reasons or due to force majeure), we will refund the amount you paid for the seat reservation.

6.1. The latest possible check-in time varies from airport to airport: we therefore recommend that you find out about this in good time and adhere to the specified check-in times. Your journey will be smoother if you plan sufficient time to carry out the entire check-in process calmly. If you do not observe the specified check-in times, we have the right to cancel your booking. 

6.2. In order to board, you must be at the boarding gate no later than the time specified to you when you checked in. If you do not arrive at the boarding gate in time, we have the right to cancel your booking.

7.1. We reserve the right to refuse to carry you and your baggage on our flights if this is unreasonable for one or more of the reasons specified in Article 7.2 and we have notified you of this in writing prior to booking.

7.2 We may refuse to carry you or your baggage in the following cases:

• 7.2.1 if this measure is necessary to comply with the national regulations of the State of departure or destination; or
• 7.2.2. your carriage or that of your baggage may jeopardise or threaten the security or health of passengers or crew; or
• 7.2.3. your mental or physical condition, including your impairment due to alcohol or drugs, presents a hazard or risk to yourself, other passengers, the crew or to third-party property; or
• 7.2.4. you have refused to submit to a security control; or
• 7.2.5. you have not paid the total price; or
• 7.2.6. you do not have the travel documents required to enter your destination, you destroy these travel documents during the journey or refuse to present them to the crew upon request; or
• 7.2.7. you present a counterfeit ticket or a ticket reported as stolen; or 
• 7.2.8. you cannot prove that you are the person named on the ticket; or
• 7.2.9. you disregard the smoking ban when boarding and on board all our aircraft.

The number and dimensions (size, dimensions and weight per bag) of the luggage you can carry as hand luggage and checked baggage (free baggage allowance) depend on the fare you selected when booking. The number and dimensions that are shown in your chosen fare on the day of booking apply. 

You will be required to pay a surcharge for the carriage of baggage in excess of your free baggage allowance and must be booked by you in addition. The specific amount of the surcharge depends on the dimensions of the luggage (size, dimensions and weight per bag) and the flight distance, and will be shown to you when you make your booking. 

The weight of each bag must not exceed 32 kilograms. If a bag exceeds this limit, its transport must be agreed separately as freight.

8.3.1. You must not include in your baggage:

• 8.3.1.1. Items that are likely to endanger the safety of the aircraft or persons or objects on board the aircraft; 
• 8.3.1.2 Items that are unsuitable for carriage due to their weight, size, shape, composition or special sensitivity. A detailed list of these items can be found on our website under dangerous goods.

• 8.3.1.3. Items for which carriage is prohibited by the applicable laws and regulations of any state to be flown from or to;

8.3.2. Weapons of war, explosives, flammable substances and incendiary devices are excluded from carriage as baggage. Only sporting, hunting and service weapons, as well as ammunition classified as hazard class 1.4S with UN0012 or UN0014, are permitted for transport, but only as checked baggage, and may therefore not be taken into the aircraft cabin. The same applies to pointed, sharp and blunt objects that can cause serious injury (such as antique weapons, swords, knives or tools). Each firearm must be secured, unloaded and packed in a designated, locked, sturdy and secure transport container, e.g. made of wood, metal, hard-shell material or polystyrene. The carriage of ammunition is subject to ICAO and IATA dangerous goods regulations. You must present both firearms and ammunition for inspection before check-in.

8.3.3 Stun devices, electric shock devices and incapacitating chemicals or substances hazardous to health (such as “knockout drops”, irritant gas, pepper sprays, capsicum sprays, tear gas, acid sprays and animal repellent sprays, flammable, toxic, corrosive substances and radioactive material) are excluded from carriage as baggage.

8.3.4. Battery-powered means of transport (such as hoverboards, e-bikes, pedelecs, e-scooters, e-luggage scooters, diving scooters, Segways, electronic prams or e-golf karts) are excluded from carriage as baggage. This does not apply to battery-powered wheelchairs and mobility aids. However, you must register their transport with us no later than 48 hours before departure. Powerbanks, spare batteries and loose batteries may only be transported in hand luggage. 

8.4.1. We reserve the right to refuse carriage of objects specified in Article 8.3 and may refuse the further carriage of any such objects discovered during carriage. 

8.4.2. We also reserve the right to refuse to carry your baggage if it exceeds the permitted baggage allowance and the applicable surcharge has not been paid. You are responsible for the further disposition of the bags in question.

We may insist for security reasons that you permit a search or screening of your person and a search or screening of your baggage. Even if you are not present, your baggage can be searched in order to determine whether you are in possession of, or whether your baggage contains any items described in Article 8.3 above and to remove such items from your luggage. If you are unwilling to comply with such a request, we may refuse to carry you and your luggage. 

8.6.1. 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.

8.6.2. Your checked bag will be transported in the same aircraft in which you are carried, unless this is not possible for safety reasons. In this case, your checked baggage will be transported on a subsequent flight operated by us or one of our partner airlines, and will be delivered to you at the place you are staying, unless your presence is required for customs inspection.

8.6.3. We recommend that you do not carry computers or portable electronic devices, money, medication, keys, jewellery, precious metals, negotiable instruments, securities or other valuables, business documents, passports or other identification documents in your checked baggage, as there may be situations where you will not have immediate access to your checked baggage after landing. If, despite our recommendation, you nevertheless transport these items in your checked baggage, we shall not be liable for any disadvantages you may incur as a result of not having access to these items, provided that we are not at fault for the lack of access to your checked baggage. 

8.6.4. We expressly point out that you are responsible for ensuring that your checked baggage does not contain any fragile items or items that are otherwise unsuitable for transport in the hold.

You are obliged to take receipt of your luggage as soon as it is made available at the destination airport in accordance with the regulations. At our request, you must present the baggage tag to show that you are entitled to receive the baggage.

8.8.1. The carriage of dogs, cats and other pets is subject to our approval and the following conditions:
The animals must be properly enclosed in transport containers and accompanied by current health and vaccination certificates, entry permits, and all other entry or transit documents required by the respective countries. We reserve the right to determine the manner of carriage and to limit the total number of animals to be transported on a flight.

8.8.2. Animals travelling in the cabin (including their transport container, when appropriate) must fit in the footwell of your seat and be secured throughout their entire stay on board. The weight of the animals, the transport container and any animal feed carried is not included in the passenger's free baggage allowance; excess baggage charges apply for their transport. You can find more detailed information about transporting animals and excess baggage fees here: 

8.8.3. Austrian Airlines only accepts dogs as assistance animals. A recognised assistance dog required by the passenger will be transported free of charge in the cabin, provided that the conditions listed on the “Assistance Dogs” page below are met.

8.8.4. On flights to and from the United States of America, Austrian Airlines guarantees, within the scope specified by 14 CFR Part 382 and other legal specifications, the free-of-charge carriage of an assistance dog by a person with a disability, if the accompaniment by an assistance animal is necessary in order to support the passenger when carrying out work or tasks. 

8.8.5. A passenger travelling with an animal is solely responsible for (i) the safety, health, welfare and behaviour of their animal, including the animal's interaction with other passengers and crew members while on board the aircraft or in the gate area; (ii) compliance with all applicable government laws, regulations and requirements in force in the country, state or territory from and/or to which the animal is being transported and/or in which the passenger has a stopover (in particular for required health certificates, approvals and vaccinations), as well as any costs or consequences arising from your failure to comply with these laws and regulations (including the animal being placed in quarantine upon arrival).

In cases of denied boarding against your will, flight cancellations or flight delays, you are entitled to legal claims in accordance with Regulation (EC) No. 261/2004 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 (Air Passenger Rights Regulation), which are neither restricted nor excluded by these Conditions of Carriage.

9.2.1. In cases other than those specified in section 9.1, a refund of the total price (hereinafter referred to as “refund”) is dependent on the fare you have selected. There are fares (i) for which refunds are excluded, (ii) for which refunds are possible upon payment of a reimbursement fee, and (iii) for which the possibility of a refund is already included in the flight price. Whether the ticket you booked allows a refund depends on the fare you selected when concluding the contract of carriage. Unused taxes, fees and levies are in any case refundable. This provision shall not affect any claims or damages to which you are entitled in the event of performance disruptions.

You must follow the instructions of the pilot and the crew. If you conduct yourself on board the aircraft such that

• 10.1.1. the aircraft, other persons or property on board or objects are endangered,
• 10.1.2. you obstruct the crew in the performance of their duties or fail to comply with their instructions, including but not limited to smoking, the consumption of alcohol and drugs, or
• 10.1.3. you behave in a manner that causes damage or injury to other passengers or the crew,

we will take appropriate measures to prevent such behaviour. In these cases, we can stop at any place in your journey for you to be disembarked from the aircraft, and refused onward carriage, and we may institute civil and criminal action for your conduct on board.

The use of portable electronic devices, such as smartphones, e-readers (e-books), compact cameras, mobile phones, “ultra-light” notebooks or tablets (“portable electronic devices”), is permitted during your entire time on board, providing all transmitting functions remain deactivated and the device remains in flight mode (the exception from this is the activation of Wi-Fi solely for the use of Austrian FlyNet); however, if such devices weigh more than 1 kg (2.2 lbs) or cannot fit in the seat back pocket due to their size (such as standard laptops), these must remain turned off and stowed during taxiing, take-off and landing. Electronic devices must be switched off throughout the flight if they cannot be deactivated during the flight. For safety reasons, the use of other electronic devices with transmitting functions (such as remote-control toys and walkie-talkies) is prohibited. Hearing aids and heart pacemakers can of course be used without restrictions.

Where it may be necessary for safety reasons, the use of electronic devices can be prohibited by the crew.

If we make arrangements for you with a third party to provide various services other than carriage by air, or if we issue documents relating to carriage or services provided by a third party (“additional services”), such as, for example, hotel reservations or car rental, in doing so we act only as your agent. The contract is made directly between you and the relevant third party. We are not a partner in this contract.

You are solely responsible for obtaining all the required documents and visas for your journey, and for complying with all laws and requirements of the countries in or out of which or through which you are travelling.

Prior to travel you must present all exit, entry, health and other documents required by law, regulation or other requirements of the countries concerned, and, if we suspect that a document is forged, permit us to make and retain copies thereof. Such a copy shall be made exclusively in the presence of public security officials.

We reserve the right to refuse carriage to you if you do not comply with these requirements, or if there is a reasonable suspicion that your travel documents are forged.

If you are denied entry to the countries you are travelling to or through because you do not have the necessary documents for entry, or if the country in question denies you entry due to your person or behaviour, you must bear all resulting costs, penalties and repatriation from that country yourself. In this case, the total price paid for carriage to the point where you were denied entry will not be refunded.

Please note that, at the request of the competent (customs) authorities, you must be present when your checked and unchecked baggage is inspected by these authorities. This is a government responsibility that is not part of the transport contract concluded with us. We are therefore not responsible for any damage that you incur as a result of your baggage being checked by the competent (customs) authorities or due to non-compliance with the request of these authorities.

You must submit to all security controls imposed by the authorities, airports, the carriers or us.

With regard to our liability for damages, the Convention for the Unification of Certain Rules for International Carriage by Air, signed in Montreal on 28 May 1999 (hereinafter referred to as the “Montreal Convention”) and Regulation (EC) No. 889/2002 of the European Parliament and of the Council of 13 May 2002 amending Council Regulation (EC) No. 2027/97 on air carrier liability in the event of accidents (hereinafter referred to as Regulation 889/2002) shall apply. The summary of the essential legal provisions on liability for damage to passengers and their luggage in accordance with Regulation 889/2002, as provided for in Article 6 of Regulation 889/2002, can be found in the appendix to these Terms of Carriage for your information.

Furthermore, our liability shall in no case exceed the amount of the proven damage. We shall not be liable for indirect or consequential damages or for damages of a penal nature. This exclusion of liability is only applicable to consumers where it does not concern personal injury, we have not caused the damage deliberately or through gross negligence and the interests of the consumers affected by this damage were not known to us at the time of the conclusion of the contract.

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

The following applies to legal actions brought by businesses: if no mandatory court of jurisdiction is designated under the provisions of the Montreal Convention or other applicable laws, legal action can only be brought against us at the competent court in Vienna. The statutory provisions apply to legal actions taken against us by consumers.

Regardless of whether the booking is made online or by another method, consumers may appeal to one of the following organisations for alternative dispute resolutions:

Linke Wienzeile 4/1/6
A-1060 Vienna
+43 1 5050 707 740

Complaints may be filed by post, or by fax to +43 1 5050707 180.

Complaints may be filed online at:

We participate in dispute resolution proceedings at a consumer conciliation board. The relevant consumer conciliation board is Schlichtung Reise & Verkehr e.V. (German Conciliation Body for Public Transport), Fasanenstrasse 81, D-10623 Berlin, Germany.