Passenger rights

Dear Passenger,

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please ​​contact us or visit the ​​Canadian Transportation Agency’s website which may not meet accessibility guidelines.

If your flight is delayed or cancelled

 

We will keep you informed by email or alternatively by text. So that we can do this, please give us your up-to-date email address and mobile phone number before your planned flight. The quickest way is to log in, then save your details under ​​My Bookings and "Passenger details".

Alternatively, you also have the following options:

  • Every time you book, make sure that you, your travel planner or your travel agency always enter your most up-to-date contact details when making a flight reservation.
  • Enter your details only once in your Miles & More customer profile. Please don’t forget to quote your Miles & More card number when booking.
  • With the ​​Austrian app you can receive notifications directly on your smartphone.
  • For all other information channels please check ​​here.

How can I rebook, or will I be rebooked automatically?

 

If you have provided your contact details for your booking during online/mobile check-in and in your Miles & More or Lufthansa iD profile, we will inform you automatically by email or text about your flight status or your rebooking on an alternative flight. If you have checked in via the Lufthansa app, you will also receive the information as a push message.

You will receive all the above messages within 10 to 30 minutes of the flight disruption occurring. Up to 90% of passengers on a cancelled flight or whose connection has been delayed will be rebooked within an hour.

We will endeavour to find the best alternative possible, and rebook your flight. We will first attempt to rebook you on a new Lufthansa Group member flight that departs within 9 hours of your original departure.  If that is not possible, we will rebook you on any available airline that will get you to your destination within 48 hours of your original departure time.  Another alternative will be to provide transportation to, and a ticket to your final destination from, an alternate airport that is nearby.

Nevertheless, if you are not happy with your new flight connection, you also have the option of searching for an alternative flight yourself:

Standard of treatment you will receive

 

When your flight is expected to be significantly delayed, you have the right to receive care from the airline.

This includes: meals and refreshments in reasonable relation to the waiting time, hotel accommodation including transport costs both ways in the event an overnight stay is a result of the delay/cancellation, and the opportunity to make two brief telephone calls or to send two faxes or e-mails. The airline is not required to provide this care if you are responsible for a further delay of your departing flight. In the case of delays of more than five hours, you have the right to have the cost of your ticket refunded within seven days in the amount of the travel not completed or in the amount of the travel already completed if the purpose of the travel was not accomplished due to the delay, and, if applicable, to a return flight to the point of first departure at the earliest opportunity.

You have the right to compensation if your arrival at the destination airport is delayed by more than three hours and the delay cannot be attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures; such circumstances include, for example, poor weather conditions, political instability, strikes, security risks, and unexpected deficiencies in flight safety.

Tarmac delay obligations

 

If a flight is delayed on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed, the carrier must provide passengers with the following, free of charge:

  • if the aircraft is equipped with lavatories, access to those lavatories in working order;
  • proper ventilation and cooling or heating of the aircraft;
  • if it is feasible to communicate with people outside of the aircraft, the means to do so; and
  • food and drink, in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport.

For more information on the tarmac delay contingency plan please click ​​here.

Disembarkation

 

If a flight is delayed on the tarmac at an airport in Canada, the carrier must provide an opportunity for passengers to disembark

  • three hours after the aircraft doors have been closed for take-off; and
  • three hours after the flight has landed, or at any earlier time if it is feasible.

Denied boarding due to overbooking

 

If, in the event of overbooking, you are involuntarily denied boarding on a flight you have booked, you have the right to care from the airline as described above. In addition, you shall be offered re-routing to the final destination of your booked flight. This re-routing shall take place at the earliest opportunity and under comparable conditions.

Subject to available seating, you may, instead, travel to your final destination at a later date/time of your choosing, in which case the costs of meals/refreshments, hotel, and transport between the hotel and airport shall be borne by you.

If you are involuntarily or voluntarily denied boarding, you have the right to an alternative flight or to reimbursement and compensation, which can also be provided by cheque or bank transfer or, with your consent, in the form of a gift card. The amount of this payment depends on the distance of the planned route and on the re-routing that has been offered to you.

Boarding priorities in case of insufficient volunteers

 

In the rare situation where there are not enough volunteers, we may deny boarding to other passengers and give boarding priority to:

  • unaccompanied minors
  • passengers with a disability and their support person, service animal or emotional support animal, if any
  • passengers travelling with family members; and 
  • passengers who were previously denied boarding on the same ticket, provided the carrier is informed

Standards of treatment when boarding is denied 

 

If, due to a situation within Austrian Airlines or required for safety purposes, you're denied boarding, we'll provide you with the following before you board your next flight booked as part of your alternate travel arrangements, unless this would further delay you:

  • Food and drink in reasonable quantities, considering the length of the wait, the time of day and location
  • Access to a means of communication; and
  • Hotel or comparable accommodations, with transportation to/from, within reasonable distance from airport for overnight delays for out-of-town passengers, subject to availability. 

If you’re a passenger who is denied boarding because of a situation within our control, you’ll be entitled to receive denied boarding compensation, unless:

  • You haven’t fully complied with ticketing and check-in requirements, or you do not satisfy the conditions for transportation under Lufthansa’s tariff and ​general conditions of carriage. 
  • You’re offered transportation on another seat on the same flight as the one specified on your ticket, at no extra charge.

Denied boarding compensation is calculated based on your arrival time at destination and is 900 CAD (if delayed by less than 6 hours), 1,800 CAD (if delayed between 6 and 9 hours), and 2,400 CAD (if delayed by 9 hours and more). Please note that you are not entitled to received delay or cancellation compensation if you have already been paid denied boarding compensation.

For delays or cancellations within our control, in addition to the standards of treatment and information provisions listed above, if Lufthansa did not advise you of the delay or cancellation at least 14 days prior to departure, you may be owed compensation as follows:

  • 400 CAD, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by three hours or more, but less than six hours,
  • 700 CAD, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by six hours or more, but less than nine hours, or
  • 1,000 CAD, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by nine hours or more; 

Note that the above standards of treatment do not apply when there is a delay or cancellation due to situations outside of Lufthansa’s control. 

If you baggage is delayed or lost

Certain events, such as adverse weather conditions, technical problems in the baggage handling areas or a bag tag becoming detached, can sometimes lead to baggage items being damaged or not arriving at the destination airport at the same time as their owners.

If your baggage appears to be lost, please keep all your flight documents, especially your boarding pass and the baggage claim tag. Please wait until all the baggage has been delivered at baggage reclaim. This can take up to one hour and, in rare cases, even longer. If one or more of your baggage items still cannot be found, please report this immediately so that an official report can be made. A bag will not be deemed a total loss until it has been missing for 21 days or more.

You can report your loss as follows:

  • at the Lufthansa baggage tracing desk at the airport or
  • ​​online

You will then be given written confirmation as well as a reference number (PIR number, e.g. FRALH12345). It is essential that you keep this.

We are always very sorry when this happens and take all the necessary steps to get your baggage back to you as soon as possible or to compensate you for any damage your baggage item may have suffered.

  • If your baggage is delayed, damaged or lost, Lufthansa will refund the fees you paid to check it in.
  • A carrier's liability towards you is limited in respect to destruction, loss, delay, or damage to baggage, to 1,288 Special Drawing Rights per passenger. This limit applies to most international itineraries with Lufthansa.

You'll be reimbursed for reasonable interim out-of-pocket expenses upon submission of receipts. Claims must be submitted no later than 21 days from the date your baggage was placed at your disposal. More information can be found ​here under section "Compensation claims, liability and insurance".

If your baggage is damaged

 

We greatly regret damage to your baggage during transport. Please be assured that we take all necessary measures to prevent damage. Please report damaged baggage immediately to the local Lufthansa baggage tracing desk or the local Lufthansa representative.

If one or more of your baggage items are damaged on arrival, please report this immediately so that an official report can be made. You will then be given written confirmation as well as a reference number (PIR number, e.g. FRALH12345). It is essential that you keep this.

You can report the damage as follows:

  • at the Lufthansa baggage tracing desk at the airport or
  • at the Lufthansa service counter at the airport

In the event that you don’t notice the damage until you have arrived home or at your hotel, you must report it in writing within the legally stipulated period of seven days after your flight. You must also provide proof that the damage was caused while your baggage was under the care of the airline concerned. Once we have received your complete damage report, you will be given confirmation in writing with a reference number.

1. Information about flights and bookings

When making enquiries or booking a flight at a travel agency in the European Union, every passenger is entitled to receive neutral and correct information. Unless the passenger requests otherwise, the travel agency must give neutral information from the computer reservation system, in other words, information about the different travel ranked in the following order:

  • non-stop flights,
  • direct flights with intermediate landings but without a change of aircraft,
  • indirect flights,
  • all the airfares available from the various airlines, as displayed.

The travel agency must give the passenger direct access to the information in the computer system should they request it, either by allowing them to see the screen or by printing it out.

Whether the flight is booked through a travel agency or directly with an airline, the passenger must be given all the information available in the computer system about: the identity of the airline actually operating the flight (should this differ from that stated on the ticket);

  • a change of aircraft in the event of intermediate landings,
  • intermediate landings,
  • connections that require transfers between airports.

2. Notification of passenger rights in the event of long delays, flight cancellations and denied boarding due to overbooking

This information is mandatory in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council.

Scope

The following regulations shall apply:

  • to flights departing from an airport located in the Community and to flights operated by a Community air carrier departing from an airport located in a third country to an airport situated in the EU, (unless they have received benefits or compensation in that third country);
  • on the condition that passengers have a confirmed reservation on the flight concerned and present themselves for check-in at the time stipulated;
  • with regard to cancellations for the non-operation of a flight which was previously planned and on which at least one place was reserved;
  • only for passengers travelling at a fare available directly or indirectly to the public and for passengers having tickets issued under a customer loyalty programme or other commercial programme;
  • when we are the operating air carrier.

Delays

If a flight is reasonably expected to be delayed beyond its scheduled time of departure

  • (a) for two hours or more in the case of flights of 1,500 kilometres or less; or
  • (b) for three hours or more in the case of flights between 1,500 and 3,500 kilometres; or
  • (c) for four hours or more in the case of all flights of more than 3,500 kilometres,

we offer you free of charge:

  • meals and refreshments in a reasonable relation to the waiting time; and
  • the option to contact your planned destination by telex, fax, telephone or email messages.

When the reasonably expected time of departure is at least the day after the time of departure previously announced, we also offer you, subject to local availability:

  • hotel accommodation in cases where an unplanned stopover of one or more nights becomes necessary, and
  • transport between the airport and place of accommodation.

When the delay is at least five hours and you decide not to travel on the delayed flight, we offer you refund of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan.

You have the right to compensation of

  • (a) EUR 250 for all flights of 1,500 kilometres or less
  • (b) EUR 400 for all flights within the European Union over a distance of more than 1,500 km and all other flights over a distance of between 1,500 km and 3,500 km,
  • (c) EUR 600 for flights of 3,500 kilometres or more.

if your arrival at your destination airport is delayed by more than three hours and the delay cannot be attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures. Such circumstances include poor weather conditions, political instability, strikes, security risks and unexpected deficiencies in flight safety, for example.

Cancellation

In case of cancellation of a flight, we shall offer you the following assistance:

I. The choice between:

  • (a) refund of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan; or
  • (b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
  • (c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

II. We also offer you free of charge:

  • meals and refreshments in a reasonable relation to the waiting time; and
  • the option to contact your planned destination by telex, fax, telephone or email messages.

III. When the reasonably expected time of departure of the alternative flight is at least the day after the time of departure previously announced, we also offer you, subject to local availability:

  • hotel accommodation in cases where an unplanned stopover of one or more nights becomes necessary, and
  • transport between the airport and place of accommodation.

IV. You have the right to the following compensation:

  • (a) EUR 250 for all flights of 1,500 kilometres or less;
  • (b) EUR 400 for all flights within the European Union over a distance of more than 1,500 km and all other flights over a distance of between 1,500 km and 3,500 km,
  • (c) EUR 600 for flights of 3,500 kilometres or more.

Unless:

  • you have been informed of the cancellation at least two weeks before the scheduled departure time; or
  • you have been informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination no more than four hours after the scheduled time of arrival; or
  • you have been informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination no more than two hours after the scheduled time of arrival; or
  • we can prove that the cancellation was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.

The compensation will be reduced by 50 % if we offer you re-routing on an alternative flight, the arrival time of which does not exceed the scheduled arrival time stated above under “Delays”.

Denied boarding due to overbooking

Denied boarding means the refusal of an air carrier to carry passengers on a flight, although they have presented themselves at the boarding gate under the conditions stated above under “Scope”, except where there are reasonable grounds to deny them boarding, such as,

reasons of health, general safety or operational security, or inadequate travel documentation. Before we deny boarding, we first call for passengers to volunteer to surrender their reservation in exchange for appropriate compensation.

If an insufficient number of volunteers comes forward and we must then deny boarding to passengers against their will, we shall offer you the following compensation:

  • (a) EUR 250 for all flights of 1,500 kilometres or less;
  • (b) EUR 400 for all flights within the European Union over a distance of more than 1,500 km and all other flights over a distance of between 1,500 km and 3,500 km,
  • (c) EUR 600 for flights of 3,500 kilometres or more.

The amount will be reduced by 50 % if we offer you re-routing on an alternative flight the arrival time of which does not exceed the scheduled arrival time stated above under “Delays”. In determining the distance, the basis shall be the last destination at which the denial of boarding will delay the passenger's arrival after the scheduled time. The distances shall be measured by the great circle route method.

We also offer you the following:

I. The choice between:

  • (a) refund of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan; or
  • (b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
  • (c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

II. We also offer you free of charge:

  • meals and refreshments in a reasonable relation to the waiting time; and
  • hotel accommodation in cases where an unplanned stopover of one or more nights becomes necessary,
  • transport between the airport and place of accommodation and
  • the option to contact your planned destination by telex, fax, telephone or email messages.

Downgrading of the booking class

If we are unable to offer you carriage in the cabin class you booked, but only in a lower class, you have the right to reimbursement of a percentage of the fare you paid as follows:

  • a) 30% of the price of the air ticket for all flights over a distance of 1,500 km or less, or
  • b) 50% of the price of the air ticket for all flights within the European Union over a distance of more than 1,500 km and all other flights over a distance between 1,500 km and 3,500 km, or
  • c) 75% of the price of the air ticket for all flights that do not fall under letters a) or b), including flights between the sovereign European territory of the member states and French overseas departments.

Excluded from this regulation are passengers who volunteer to fly in a cabin class lower than that shown on their ticket. We also offer you a fixed payment, staggered according to the distance of the route concerned, which is, on average, higher than the entitlement calculated upon the difference in fare.

If you do not agree with this fixed payment, we shall be happy to pass your ticket to our refund department for precise calculation.

In this case, please contact our nearest representative.

Notice pursuant to Article 16 Regulation (EC) No 261/2004 and Regulation No 542 concerning alternative consumer dispute resolution (competent authorities and information) 2015 (for all complaints concerning Regulations (EC) 261/2004 and (EC) 1107/2006)

Responsible for consumer enquiries and complaints concerning the Regulations:

Agency for Passenger Rights (APF)
Telephone: +43 1 5050707 740 (10:00 to 12:00 Monday to Friday)

www.en.apf.gv.at/flug-allgemeines
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3. Compensation in the event of an accident

Passengers travelling with an European Union airline will receive full compensation in the case of an accident, irrespective of its location, and are entitled, if needed, to up-front payments in order to address immediate economic hardship.

  • There is no limit on the financial liability of a European Union airline to compensate for the death, wounding or any other bodily injury to a passenger. In other words, there is no upper limit on the amount that can be claimed.
  • Once the person entitled to compensation has been established, the airline must make an advance payment within 15 days in order to address immediate economic hardship. In the event of death, this advance payment shall not be less than 15,000 special withdrawal rights (SDRs) – approximately EUR 20,000 – per passenger.
  • To facilitate the rapid settlement of smaller claims up to 100,000 special withdrawal rights (approximately EUR 130,000), European Union airlines may only limit or exclude their liability if the damage has been caused (wholly or in part) by the negligence of the passenger who has been injured or killed.

4. Flights as part of a package holiday

Air passengers travelling as part of a package holiday or tour booked in the European Union have the right to accurate information from the organisers about their trip. You also have unambiguous rights concerning contractual performance.

  • The destination, route and the means of transport used for the holiday must be clearly and precisely described in the travel brochure. The information in the brochure is binding on the organiser.
  • The organiser must communicate in writing the times and locations of stopovers and transfer connections before departure.
  • The customer has the right to transfer his or her booking to another person.
  • The price stipulated in the contract cannot be altered unless the conditions of the contract expressly provide otherwise.
  • The organiser is responsible in all cases of non-compliance with the contract, so problems with the flight element of a tour or holiday should generally be taken up directly with the organiser. The organiser will act on the passenger's behalf in dealings with the airline.

Enforcement of passenger rights

The passenger rights above are laid down either directly by EU law or by national laws that implement EU Directives. So, airlines, travel agents, tour operators and all other businesses involved in the provision of air transport must observe them.

  • The first thing a passenger should do is to contact the airline or the organiser of the package holiday.
  • If a passenger feels that their rights have been violated, he or she should contact the relevant body responsible for air transport or consumer protection (see details below).
  • When a passenger has incurred damages because Community law has not been respected, there may be grounds for private legal action in national courts.
  • Consumer protection and passenger organisations can also offer advice and assistance.
  • A passenger can also inform the Directorate General for Energy and Transport of the European Commission of the progress of his or her complaint:

Directorate General for Energy and Transport
Rue de la Loi/Wetstraat 200
1049 Brussels
            Fax: +32 2 299 1015
Email: ​tren-aprights@cec.eu.int

  • Responsible for consumer enquiries and complaints concerning the Regulations:

Agency for Passenger Rights (APF)
Telephone: +43 1 5050707 740 (10:00 to 12:00 Monday to Friday)
​www.en.apf.gv.at/flug-allgemeines

5. Other rights

Air transport is subject to a contract that stipulates certain rights for passengers. Ask the airline or your travel agency for a copy of the contract of carriage.

Under international agreements, an airline is liable for damage caused by delay, except if it proves that it did all it reasonably could to avoid the damage or that it was impossible to do so. It is also liable for loss or damage to baggage. You can get more details from your airline or travel agency.

Refunds

In case you have a USA ticket, the US DOT refund regulations may also apply.

To the US DOT Refund regulations (English only)

EU Flight Compensation Regulation

Below you can find the EU Flight Compensation Regulation No. 261/2004 of the European Parliament and Council:

EU Flight Compensation Regulation No. 261/2004
This link leads to an external website whose security and accessibility cannot be influenced by Austrian Airlines.

Passenger rights for Turkish flights

You will find the regulation concerning passenger rights for Turkey below:

Passenger rights for Turkey (Turkish)
This link leads to an external website whose security and accessibility cannot be influenced by Austrian Airlines.
Passenger rights for Turkey (English)
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Austrian Prepaid Card

By its own legislation, the European Union has established passenger rights that entitle passengers to receive compensation payment in certain circumstances. To develop a simple solution for the passenger, our usual cash payments have been replaced by the Austrian Prepaid Card. The Austrian Prepaid Card enables the passenger to withdraw compensation payments at the cash dispenser as cash or use the card directly for payment in stores.

Further information and applicable terms and conditions of the prepaid card issuer can be found on the following website:

To Cash Passport Compensation FAQs (English)
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Dispute Resolution Centres

If you need assistance concerning your passenger rights, please contact the following.

Agency for Passenger Rights (APF)

Website: ​www.en.apf.gv.at/flug-allgemeines
Telephone: ​+43 1 5050707 740
Fax: +43 1 5050707 180

You will also find a summary of the various independent supervisory bodies under EU Regulation 261/2004 via the link below: 

https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en
This link leads to an external website whose security and accessibility cannot be influenced by Austrian Airlines.