Baggage problems

We will pay a share of the cost of any replacement items purchased (cosmetics, undergarments, clothing).

Please send us the following documents:

• Original report of loss
• Original purchase receipts of replacement items
• Your bank details (for foreign transfers including IBAN and BIC)

to the following address:

Austrian Airlines
Feedback Management
P.O. Box 33
A-1300 Vienna Airport

Important:The passenger has an obligation to mitigate the loss – that means that any expenses must be kept as low as possible if your bag is lost temporarily.

In the event that we have not found your baggage within five days, we ask you to complete and send us the ​Baggage Tracking Form (PDF, 345 kB).

We need detailed information about your baggage so that we can expand the automated, global search.

Please contact:

Austrian Airlines
Feedback Management
P.O. Box 33
A-1300 Vienna Airport
Fax: +43 5 1766-51002

Yes, if you only realise that your baggage has been damaged or that items are missing after leaving the airport, please notify us within the statutory period of seven days maximum.

We will gladly issue a damage report for your insurance company. If you do not have private insurance, you must provide proof afterleaving the airport that the damage was caused during the time that the bag was in the keeping of Austrian Airlines.

We require the following information so that we can compile a damage report:

• Name
• Flight / Date
• A double-sided copy or the original baggage label including baggage tag
• Photographs of the bag clearly showing the damage
• The age and purchase price of the bag
• A brief description of the damage

Please send this information either

by post to:

Austrian Airlines Central Baggage Tracing
Office Park 2
P.O. Box 100
1300 Vienna – Airport
Austria

or by email tocentralbaggage.tracing@austrian.com

After we have successfully received your details, you will receive confirmation in writing with a reference number.

We would like to point out that all data provided by you is processed only within the framework of processing your search report and stored for three years after completion of the processing.

• Baggage damage and partial loss: within seven days of baggage claim
• Replacement for delayed delivery or total loss: within two years

Compliance with the deadlines will be determined by the postmark, or by the automatic receipt date for fax and email.

You should report the loss of or damage to your bags direct at the local baggage tracing office before you leave the airport.

You can also report this later in writing within the statutory deadlines, but after leaving the airport the passenger is responsible for providing evidence that the damage occurred while in the custody of Austrian Airlines.

You are responsible for your hand luggage. The liability of airlines for travel baggage is regulated by law.

We recommend that you also take out a travel baggage insurance policy.

Austrian Airlines is not liable for normal wear and tear such as scratches, dents or for damages to overfilled bags and fragile items in case of improper packing.

For international travel and domestic travel, liability for damage, destruction, loss or partial loss as well as delayed delivery of baggage is limited to 1,288 Special Drawing Rights per traveller.

Special Drawing Rights (SDR) are the unit of calculation of the International Monetary Fund (IMF); SDR 1,288 is currently equivalent to EUR 1,597.59. (As at 10/01/2020; we would like to point out that this amount is subject to price fluctuations and can therefore change).

Report the loss to the lost luggage office of the airport concerned.