How to request a refund and compensation from Austrian
Traveling can be exciting, but unfortunately, some inconveniences can occur such as cancelled flights, overbooked flights, delayed flights o lost luggage. The good news is that in many situations, the passenger has the right to request a refund and/or compensation.
In the specific case of Austrian flights, there are precise conditions and particular documents to be presented, and we at Rimborso Al Volo are available to help you better understand the subject and assert your rights, guiding you through all the procedures.
The history of Austrian Airlines
The origins of Austrian Airlines date back to 1923, when ÖLAG began commercial flight operations in Austria. The modern airline was officially founded on 30 September 1957 through the merger of Air Austria and Austrian Airways, and launched its first scheduled flight in 1958, connecting Vienna with London and Zurich.
In the following years, Austrian introduced its first jets and expanded its international network. In 2000, it joined the Star Alliance, strengthening its global cooperation. Since 2009, it has been part of the Lufthansa Group, consolidating its role as the leading carrier for Central Europe.
Today, Austrian Airlines serves over 120 destinations in around 55 countries, connecting Europe with Asia, the Americas and the Middle East.
Austrian refunds and compensation: differences and case studies
Be careful not to get confused because there is a difference. Refund represents full or partial repayment of the amount of money paid (cost of the ticket and any extra expenses incurred) and is generally applicable because the flight could not be made. Compensation, on the other hand, is a sum of money, which varies in amount and is independent of the cost of the ticket and the actual making of the flight, that is due to the passenger to compensate for inconveniences suffered as a result of inefficiency on the part of the airline…but don’t worry because we will delve well into the two cases.
Austrian refund: What is it and when are you entitled to it?
In accordance with Regulation (EC) 261/2004, passengers are entitled to request reimbursement from Austrian Airlines, i.e. a refund of the money paid for the purchase of the flight ticket or for any additional expenses incurred, in the event of:
- Exceptional circumstances for which Austrian Airlines cannot be held responsible for the inconvenience, such as adverse weather conditions (particularly relevant for the Vienna hub in winter), air traffic control strikes, health emergencies or security threats.
Austrian Airlines also provides reimbursement or assistance in the following cases:
Flight delayed by more than 5 hours: If the delay renders the journey pointless compared to the original plans, the passenger may cancel the flight and obtain a full refund.
Inability to travel due to health reasons or bereavement: In line with Lufthansa Group policy, the company will consider requests for refunds or vouchers in the event of documented serious illness or death of the passenger or a close family member.
Cancellations for operational reasons: In the event of staff strikes or technical faults, Austrian Airlines guarantees maximum assistance to minimise inconvenience.
Austrian Airlines will allow passengers to choose whether to request a refund for their ticket or to be rebooked on a similar flight, often offering quick solutions through its group partners (Lufthansa, SWISS, Brussels Airlines) or other Star Alliance carriers.
In the event of re-routing on a later flight, passengers shall also be entitled to reimbursement of all duly documented additional expenses, such as necessary hotel accommodation, meals during the wait and transport between the airport and the place of accommodation.
Austrian compensation: What is it and when are you entitled to it?
Compensation (or indemnity or monetary compensation) has nothing to do with the refund of the ticket but is a sum of money that is due to the passenger for inconveniences suffered as a result of:
- Flight canceled
- Delayed flight
- Overbooked flight
- Inconveniences related to baggage delivery such as lost luggage o delayed baggage delivery
Compensation is thus compensation payable to the passenger for inefficiency on the part of the airline and is completely independent of the cost of the ticket.
The passenger does NOT have the right to claim any compensation when:
You were notified of the flight cancellation at least 14 days in advance.
Travel free of charge or at a reduced fare not available to the general public (e.g. fares for aviation industry employees or Lufthansa Group partners).
He is denied boarding for justified reasons (health, safety or invalid travel documents).
Exceptional circumstances beyond the company’s control occur, such as adverse weather conditions, air traffic controller strikes or political instability.
If the passenger is not entitled to compensation from Austrian due to exceptional circumstances, may they be entitled to a refund?
Of course. If your flight has been cancelled due to an external strike, adverse weather conditions or other exceptional circumstances proven by Austrian Airlines, the carrier is still required to offer you the choice between re-routing on the first available flight (including via partner carriers such as Lufthansa or SWISS) or a full refund of the cost of the cancelled flight, in addition to covering any documented extra expenses.
How much is the Austrian compensation?
As highlighted by European legislation and the Charter of Passenger Rights, the Austrian national airline is required to compensate travellers for the following disruptions:
Flight cancelled: compensation from 250 € to 600 €.
Boarding denied (Overbooking): compensation from 250 € to 600 €.
Flight at least 3 hours late upon arrival: compensation based on distance:
250 € for sections less than or equal to 1,500 km.
400 € for sections between 1,500 km and 3,500 km.
600 € for routes over 3,500 km.
Baggage Discomfort (Montreal Convention):
Damaged luggage: maximum compensation of approximately 1,300 €.
Delay in baggage delivery: reimbursement of essential expenses up to approximately 1,300 €.
Loss of baggage: compensation commensurate with the value of the baggage and goods contained, up to a maximum of approximately 1,300€.
How to request a refund and/or compensation from Austrian?
Austrian refund may be claimed for cancelled flight, overbooking, delay or exceptional circumstances
through the official website (austrian.com), by accessing the “My Reservations” section or through the refunds page. In case the ticket was purchased through a travel agency (physical or online), the refund request should preferably be forwarded through the agency itself, which will manage the practice with the carrier’s reservation systems.
To obtain compensation (pecuniary compensation) for the inconvenience suffered, you must submit a formal request via the passenger rights contact form on the Austrian Airlines website. The company will analyse the flight data according to Regulation (EC) 261/2004 to confirm eligibility for compensation.
However, it often happens that passengers only proceed with the claim, mainly because they are not aware of the conditions under which compensation is applicable or because they are told that the causes of cancellation or delay were force majeure. In addition, claiming compensation from Ryanair can involve difficulties and rather long waiting times without being certain of getting compensation. For these reasons, it is always recommended to rely on a team of professionals such as. Rimborso al Volo who will handle all the paperwork for the passenger and verify everything the airline says about any exceptional circumstances to find out if they are actually entitled to compensation as well.
How to get Austrian reimbursement and/or compensation with the help of Air Refund?
We offer a service to obtain financial compensation from Austrian depending on the air inconvenience caused.
By relying on Flight Refund staff for your Austrian refund and compensation claim, the process will certainly be faster than if you made your own claim. In case you go through legal channels, the team will seek the cooperation of legal experts to enforce your rights to the fullest!
Fill out the form and request your Austrian refund.
FAQ Austrian Flight Disruptions
Cancelled flight Austrian Airlines: What are my rights?
- Ticket Refund: You can cancel your trip and get a full refund. If the company offers a voucher or credit, you can refuse it and request a cash refund.
- Reprotection on an alternative flight: Austrian Airlines must offer you a seat on the first available flight to the same destination or, if you prefer, a flight at a later date.
- Reimbursement of extra expenses: You can request reimbursement for meals, hotels, and transportation incurred due to cancellation, as long as they are documented.
- Compensation: For flights to or from an EU airport, if the cancellation is attributable to the airline and not due to exceptional circumstances (e.g. bad weather), you can receive compensation between €250 and €600, depending on the distance of the flight.
Austrian Airlines flight delayed: when is compensation due?
- Delay of 2-3 hours or more:
- Assistance: The company must provide free assistance, such as meals, drinks, and communications.
- Delay of more than 3 hours on arrival: For EU flights, you can request financial compensation if the delay is attributable to Austrian Airlines. Amount varies by trafficking
- Flights up to 1500 km: €250
- Voli tra 1500 e 3500 km: €400
- Flights over 3500 km: €600
- Delay of more than 5 hours: You can cancel your trip, get a refund, and request an alternative flight. Additionally, you can request reimbursement for documented expenses incurred during the inconvenience.
Flight cancelled or delayed due to exceptional causes: what changes?
- Ticket Refund: You can cancel your trip and get a ticket refund.
- Reprotection on an alternate flight: Ryanair will offer you an alternative flight with the same destination.
- Reimbursement of additional costs: You may apply for reimbursement of documented expenses such as accommodation, meals and unexpected transport costs.
Overbooking Austrian Airlines: What protections do I have?
- Ticket Refund: You can cancel your trip and get a ticket refund.
- Reprotection on an alternative flight: Austrian Airlines must offer you a seat on the first available flight to the same destination.
- Reimbursement of additional costs: You may apply for reimbursement of documented expenses such as accommodation, meals and unexpected transport costs.
- Compensation: For EU flights or under the Montreal Convention, you can receive compensation that varies based on the flight distance and circumstances.
Lost or delayed baggage Austrian Airlines: what to do?
- Immediate reporting: You must complete the PIR (Property Irregularity Report) at the airport, at the Lost & Found office, even though they were present in your luggage.
- Reimbursement of essential expenses you can request reimbursement for basic necessities (clothes, hygiene products) purchased during the delay.
- Baggage permanently lost: If your baggage is not returned within 21 days, you can claim compensation of up to approximately SDR 1,288 (under the Montreal Convention), including the value of the baggage and assets contained therein.
- Baggage delivered late you are entitled to reimbursement of documented expenses and compensation proportionate to the delay, up to the limits provided for by international legislation.
Problems on the Flight? Get compensation up to 600€
Get compensation in the event of a delay, cancellation or overbooking occurred within the last 2 years.
