Tarmac Delay Plan

We have devised this Customer Service Plan in order to underpin our self-image as a top-class, full-service airline and give passengers a clear framework for the services they can expect from us, especially in the event of occasional unavoidable disruptions to normal operations. The Customer Service Plan contains specific provisions to enable us to address our customers’ needs and expectations quickly.

This Customer Service Plan applies to all scheduled flights and public charter flights with an aircraft operated by Austrian that contains at least 30 passenger seats. It may be changed without notice and is not part of Austrian’s contract of carriage.

For international flights covered by this Contingency Plan, Austrian will not permit an aircraft to remain on the tarmac for more than four hours without providing passengers with the opportunity to deplane. For departing flights, the clock measuring the four-hour period stops when the aircraft begins to return to a suitable disembarkation point. If the aircraft is in an area that is not under Austrian’s control, the aircraft has begun to return to a suitable disembarkation point when a request is made to the Federal Aviation Administration control tower, airport authority, or other relevant authority directing the aircraft’s operations. If the aircraft is in an area that is under Austrian’s control, the aircraft has begun to return to a suitable disembarkation point when the pilot begins maneuvering the aircraft to a suitable disembarkation point.

Delays longer than four hours may be necessary if the pilot-in-command determines that deplaning passengers at a suitable disembarkation point would jeopardize passenger safety or security, or there is a safety related or security related reason why the aircraft cannot leave its position on the tarmac to deplane passengers, or if air traffic control advises the pilot-in-command that returning to the gate or permitting passengers to disembark elsewhere would significantly disrupt airport operations.

Austrian will notify passengers on board the aircraft during a tarmac delay regarding the status of the delay when the tarmac delay exceeds 30 minutes for all flights and may provide subsequent updates, including flight status changes, as Austrian deems appropriate.

During a tarmac delay involving a departing flight or a diversion, passengers will be timely notified that they have the opportunity to deplane each time the opportunity to deplane actually exists at a suitable disembarkation point.

For all flights covered by this Contingency Plan, Austrian will provide adequate food and potable water no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac unless the pilot-in-command determines there are safety-related or security-related restrictions that would preclude such service. 

For all flights covered by this Contingency Plan, Austrian will provide operable lavatory facilities, as well as adequate medical attention if needed, while the aircraft remains on the tarmac. 

Austrian’s plans to share facilities and make gates available at the airport in an emergency. We have coordinated this plan with airport authorities (including terminal facility operators where applicable) at each U.S. airport that we serve, including regular U.S. diversion airports, and, if necessary, will work with airport authorities and other airlines to share facilities and make gates available in an emergency.

Austrian has sufficient resources to implement this Contingency Plan. 

Austrian has coordinated this Contingency Plan with local airport authorities, U.S. Customs and Border Protection (CBP) and the Transportation Security Administration (TSA) at each U.S. large hub airport, medium hub airport, small hub airport and non-hub airport that the carrier serves, as well as its regular U.S. diversion airports.