From lost baggage to delayed flights: Austrian Airlines Customer Service is glad to assist you! The following contact points are available:
1. Austrian Airlines Customer Service: Internet Helpdesk
From the moment of booking to the arrival at the airport - the Austrian Airlines Internet Helpdesk will help you with your questions and problems that may arise before your flight. You want to rebook or cancel your flight, have got questions about your ticket or baggage regulations? You can reach the Internet Helpdesk either by phone or by e-mail, every day from 08:00 - 20:00, even on public holidays. Please make sure to have your booking code and passenger name at hand, so we can quickly help you.
Due to administrative reasons, we can only help you with those booking requests that were directly booked through us. If you have booked your flight through another provider, for example a travel agent or agency, please contact the respective company directly. Since the security of your personal data is important to us, we would also like to point out that we cannot process your booking requests on our social media channels. However, our colleagues from the Internet Helpdesk will be glad to assist you.
2. Austrian Airlines Customer Service: Austrian Arrival Service
Your luggage did not arrive at the desired destination or got damaged? The airline operating your flight to your final destination is always responsible for handling, locating and delivering your checked-in baggage. Your luggage cannot be found and you travelled to Vienna with Austrian Airlines? The first contact point is the Austrian Airlines baggage tracing service directly at Vienna International Airport.
Next, your luggage will be traced via the globally linked computer system "WorldTracer". Left behind pieces of luggage are being compared with the missing ones. The name tag plays an important role in this process. Information such as name, address, flight number, routing or a coded description of the baggage is used to locate it. As soon as the baggage has been found, we will contact you when the suitcase will be delivered. If your baggage gets damaged, please contact the Austrian Airlines baggage tracing service at the airport immediately.
A damage report is drawn up on site, which includes a reference number. Please keep this number in a safe place. The original invoice for your luggage will be used to calculate the current value. As a replacement, you will receive a piece of luggage that corresponds to this value. If the original invoice is no longer available, one of our employees will determine the current value of the luggage in question. As soon as you have reported your baggage to the Austrian Airlines baggage tracing service, you are welcome to contact us with any queries by calling us between 08:00 - 20:00.
The baggage tag you received at check-in will later serve as a proof for your checked-in baggage. Without this section, we cannot take care of your case. And what about the registration deadline? For both types of baggage irregularities, lost or damaged baggage, you have seven days to report the incident.
The following information is absolutely necessary for a subsequent damage report:
- passengers name
- telephone number
- ticket number
- flight number and date of your trip
- baggage tag number
- description and brand of the damaged baggage
- age and price of the damaged baggage
- description of the damaged baggage
- photos documenting the damage
3. Austrian Airlines Customer Service: Lost & Found
If you have forgotten or lost personal items, the Lost & Found Office at the airport will be happy to assist you.
These are the contact options for Vienna International Airport: the web form or in person at the airport from 08:00 - 19:00.
4. Austrian Airlines Customer Service: Customer Relations
Your flight was delayed or got cancelled? You would like to request a refund or have problems redeeming an eVoucher? Our Customer Relations Team will help you! You can find answers to the most frequently asked questions on these topics in the FAQs on our website. If you still have any questions or want to claim damages, please send us an e-mail. As soon as you send us a request, you will also receive a confirmation from us.
To answer your requests as soon as possible, please share the following information with us:
- passenger's name
- ticket number
- flight number
- flight date
- copy of your boarding pass