Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/12/2023, I bought a premium economy class seat from Austrian Airline for 9/30/23 from ****** to *********** for $ *******, booking number ******. On 9/29/23, I got an email to check in, and I did within an hour. When I arrived at the airport, I was told that they have overbooked and they had to downgrade me to economy. They said it was because I checked in too late. Interestingly that I was the only Asian and was the only one downgraded. They promised to refund me the difference in price and also gave me a card with a couple hundred Euros to express their apology. I was very unhappy as I booked a premium economy seat early so I could sleep because of an important function I had to attend after arriving at LA. I filed a complaint with Austrian airline, reference number: **************Then a couple weeks later, I realized they did not refund me the difference for premium economy seat. They replied "you are not liable for the refund as you took the flight and you were charged correctly".After over a month, there was no reply and no resolution.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****************, I'm writing about my experience that I encounter through my booking with United Airline. My booking number regarding this compliant is ******* The purpose of my booking was to board a 8 day prepaid Cruise across the beautiful Islands of ******. I would've boarded the cruise Monday November 6 in the afternoon in ****** ****** and finished the cruise in ********* ***** Monday November 13. However I never made it to ****** due to this experience. Saturday November 4th I boarded flight #** leaving ******************** going to ****** *******. I made it to ****** at or around 8:30am on November 5th, my connecting flight #*** to ****** via Austrian Airlines was supposed to take off at or approximately 9:30 that morning. Hours later and after several departure time changes the flight was announced canceled. Austrian Airlines put me on a flight leaving ****** and arriving in ********** with a short layover for a flight to ******. I made it to ********** at or approximately 3:30, the flight to ****** was schedule to depart at or approximately around 5:30pm Sunday evening. After hours of waiting to board Aegean Airlines flight #*** I learned via airport announcement that the flight was canceled. I was also informed by the airport worker that the next flight going to ****** won't be until Monday November 6th at 5pm making it to ****** at 6:30pm. After several failed attempts of trying to find alternatives to getting to ****** in time for boarding my cruise, I decided to just come back home. The disruptions/ flight cancellations mentioned above caused me to missed a 8 day cruise with Royal Caribbean that I paid ********. I also prepaid for excursions and hotel accommodations for ******************** that was ****** for 11/05/2023 and Hilton ********* Firo Gran for ******. I reached out to United Airlines regarding this situation and got no resolution.

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Austrian Airlines (AA) lost our luggage on our flight to ******, ******* on June 25th. The luggage eventually arrived and AA assigned a third party company to deliver it to us. We never received it. On July 14, it was found in a warehouse in a nearby city in **********, ********, located about 30 minutes from **************. I informed AA the same day and requested they pick it up and deliver it to our ********* address. Since then I emailed them 3 times ********************************************************************************** called 7 times at ***********, updated information on website (reference number **********). They always ask for more patience because they are working on it. They assigned a complaint case # ************* on Aug 3 but don't respond to my emails. The warehouse where it is located can only keep it till Aug 7, 2023.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a round trip tickets for my mom. She is a refugee from ******* and she fled from the war in October 2022. I bought a ticket back with refund option just in case. Before I paid I called Austrian airline to get a confirmation from representative of refundable option. She said I can return that ticket anytime I want before the day of the flight. When my mom arrived in *** appears the situation got worse in her city in ******* and she got asylum here. I had to call airline to cancel second ticket. They just ignored my request for 5 months and when I contacted them again they just refused to refund me! They said : we can refund you $5 for taxes. My second ticket costs more than $400! I spent whole day for emailing them back and forth and nothing happened. They just cheating their customers!

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/28/22 feedback form filled out on ******* air website per instructions over phone with Austrian airlines rep to start dispute.refund process. 1/4/23 followed up via email to Austrian airlines- no response (replied to original email /feedback form submitted on 12/28/22) ******************************************* 1/11/23 called Austrian air, informed to email:*************************, ******************************** 1/11/23 wed 9:52am to Lufthansa ******************************** URGENT: booking# ****** reference ************* - *********************************** I am writing to follow up on the form I submitted on 12/28/22. I called your customer service line on 12/28/22 and was instructed to fill out the feedback form for a canceled flight. I have not heard back for TWO weeks now. I just called to follow up again and they instructed me to email here.Booking# ****** Our flight OS94 from *** to VIE 12/17/22 was canceled the morning of departure (4am!) from *** to VIE. We traveled from *********** to ****** on 12/16/22, planning on departing next day 12/17/22 AUS to ***, then to ******. I woke up in the middle of the night at 4am and saw the cancellation text/emails. I am asking for a full reimbursement on the canceled leg of from *** to ****** 12/17 and for the extra night hotel we had to stay at the ******************** 12/17/22, taxi ***** services for that day and food costs spent on 12/17-12/18 by this last minute flight cancellation from Austrian Air. We had to call our travel agency to rebook us on another flight on Air ****** the next day 12/18/22 (*** > *******> VIE). We also lost out on the first night of a prepaid non refundable 3 nights stay at the ****************** hotel in ******. I am also asking for reimbursement for the first night that we did not arrive on time to ****** due to your flight irregularities. passengers are entitled to full reimbursement for hotel, taxi, and food costs if flight was canceled within 24 hrs of departure.

  Customer Answer

  Date: 02/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flights from ZAG to ***, with a layover in VIE. Now, my layover was a mere 25 minutes. I understand this is not a lot of time. During flight I inquired with the flight attendant, and she simply said there likely wouldn't be an issue. Still, I was worried.1) Upon landing I asked a large group around me if my wife and I could get off first, and they graciously said yes.2) I had zero delay at passport control and security. Why I had to go through both again on a connection is beyond me, but the ************** is trash.3) I RAN. At full speed. For over 1 mile. Again, the ************** *****.Even with this combination: the kindness of strangers, exceptional luck with security, and a superhuman effort of a full out sprint (I was dripping with sweat at the end), I made it to my gate in 21 minutes, and the gates were locked.There is no possible way in any universe this connection could have been made. I am mad at myself for buying the ticket, but more mad at Austrian for having the audacity (or stupidity?) to sell it in the first place.I reached out to Austrian Airlines and never received a response.

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 31 myself and my husband flew from Austrian to ******.One hour in the plane caught on fire and we have to route back to ******* for an emergency landing.The tickets were rebooked for 2 days later, September 2.The airline paid for one night and we were waiting to pay a second night but no response. I ended up paying for the second night. We were left with no baggage the time we were in ******* When we finally arrived to ****** I filed for reimbursement for the second night. No response. I hired an attorney to send a letter to request for the reimbursement. No response. Sent emails, called and online form inquiries, no response. After months of no response, I added the additional request of refunding our tickets as it was a life-threatening flight and we are still dealing with trauma from it. I am requesting a full refund in turn for the hotel reimbursement. A total of $1945.94 I also tried to use Allianz to file a claim for my money and they will not give me any of the money unless I provide them with a statement of events from the airline. I requested this from the airline and no response. I told Allianz that the airline will not provide me the statement and they just left my claim as in progress as they cannot move forward without the airline providing this. This has been ongoing since September 3, 2022.

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 31 myself and my 3 children flew from Austrian to ******.One hour in the plane caught on fire and we have to route back to ******* for an emergency landing.The tickets were rebooked for 2 days later, September 2.The airline paid for one night and we were waiting to pay a second night but no response. I ended up paying for the second night. We were left with no baggage the time we were in ******* When we finally arrived to ****** I filed for reimbursement for the second night. No response. I hired an attorney to send a letter to request for the reimbursement. No response. Sent emails, called and online form inquiries, no response. After months of no response, I added the additional request of refunding our tickets as it was a life-threatening flight and we are still dealing with trauma from it. I am requesting a full refund in turn for the hotel reimbursement. $4,498.48 I also tried to use Allianz to file a claim for my money and they will not give me any of the money unless I provide them with a statement of events from the airline. I requested this from the airline and no response. I told Allianz that the airline will not provide me the statement and they just left my claim as in progress as they cannot move forward without the airline providing this. This has been ongoing since September 3, 2022.

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew from ********** to ****** on October 27. The bathrooms were horrible. The flight in general horrible. The flight attendants good. Now while trying to use the bathroom I was as careful as I could. But its a flight and I lost my footing ended up with residues of others on my. Tried my best to clean up and not use the bathroom again. Impossible on an 8 hour flight. In short the night I arrived in Mallorca I had to go to the hospital. ***** improve went back to the hospital to discover that I have an infection. So I traveled to Mallorca to see the island but so far the hospital and my hotel room are the places Ive been spending more than 50% of my time. Could you please fine a way to be cleaner? It was horrible!!

  Customer Answer

  Date: 11/26/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Austrian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was booked in business class on the flight OS81 ***-*** as I was traveling for work, and when I arrived at the airport I was told that business class had been overbooked and received a seat in Economy Plus for the flight VIE-*** on July 19, 2022. This was not at all any level of comparable levels of service or comfort in the flight, and for this I received a compensation **** card in the amount of 500 euros. The **** card was not immediately operational, I was told, thus I did not withdraw the money in VIE. Upon return to the US, I tried to withdraw money at 5 different ATMs, including the bank teller of my bank and it is not possible to withdraw the funds, as a message appears that insufficient funds are available. Even when trying for a smaller amount than 500 in dollars this is not possible, as the limit for withdrawals is one withdrawal per day at the bank. I would like to request a refund to the original form of payment (Business AmEx - the card information should be available in the original booking otherwise please contact me and I will supply the AmEx details), for the amount of 500 euro in USD, with the value reflecting the exchange rate between Euro and USD on 19 July 2022. This request is specifically based on the fact that the **** card, despite using the correct PIN, and multiple attempts at ATMs, and including bank teller help, does not produce any of the funds promise. I have seen similar complaints from other passengers being unable to retrieve funds from the **** compensation card, and these have been reported on the Better Business Bureau website, thus I am also posting my complaint here. In addition, I do believe the business is operating fraudulent business practices, as the difference in fare between business class (~$3000 one way) and economy plus **** ~$1500 one way) is ~$1500, which is not equivalent to the 500 euros in compensation provided by the company. I do not recommend anyone to travel in business class with Austrian Airlines.