Customer Service Part 2: Austrian Airlines Arrival Service, Lost Property Office, Helpdesk and Customer Relations

Lost or damaged baggage, delayed flight, booking problems? In order for us to react as quickly as possible to problems before, during or after your flight, there are 4 points of contact, depending on the request: The Internet Helpdesk, the Lost Property Office at the airport, the Austrian Airlines Arrival Service and our Customer Relations Team.

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Internet Helpdesk: All about your booking at austrian.com

From the booking to the airport – the Internet Helpdesk assists you with questions or problems that may arise before departure. You wish to change your booking, cancel a flight or have questions concerning the ticket or luggage regulations? The Internet Helpdesk can be reached via telephone (+43 (0) 5 1766 1001) or email ( internet.help@austrian.com ) – every day from 08.00 AM – 08.00 PM, also on public holidays!

Please note: For administrative reasons, we can only deal with your requests if the booking has been made through us directly. If you have booked your flight through some other provider, please contact the respective provider directly. As we care about the safety of your personal data, we also draw your attention to the fact that we cannot deal with your requests via Facebook or Twitter. Our colleagues at the Internet Helpdesk will be happy to help you, though.

At the FAQ section at austrian.com, you’ll find frequently asked questions all about online bookings as well as rebooking and refund .

Austrian Airlines Arrival Service: Lost or damaged baggage

It’s so annoying: Your baggage did not arrive at the designated destination or was damaged on the way. The responsibility for handling, finding and delivering your checked baggage always lies with the airline that took you to your final destination.

Your baggage cannot be found and you travelled with Austrian Airlines to Vienna? In a first step, the Austrian Airlines Arrival Service at the airport in Vienna will be of help. Next, your baggage details will be entered into WorldTracer, a globally linked computer system that matches pieces of luggage left behind with those that have gone missing. In such cases the name tag is very important: Data such as name, address, flight number, routing or a codified description of the baggage item are being used for finding it. As soon as we locate your baggage we will get in touch with you.

You travelled with Austrian Airlines to Vienna and noticed that your luggage got damaged ? Please get in touch immediately with the Austrian Airlines Arrival Service directly at the airport in Vienna. Our staff will issue a report right away. You will be given this report in printed form including a reference number. Please keep this report. According to your original baggage receipt, we will be able to calculate the current value of the luggage and you will receive a replacement bag based on this value. If you are unable to provide the original receipt, we will exchange your baggage in case of an irreparable damage with a replacement bag. The evaluation of the replacement bags will be done by Austrian Airlines or on behalf of Austrian Airlines by our contractor.

After having registered your claim with the Austrian Airlines Arrival Services, feel free to call +43 (0)5 1766 1008 from 8am to 8pm.

In case you detect a damage or items missing from your baggage after having left the airport in Vienna, you will need to issue a damage report within seven days including the following data:

  • your name and permanent address
  • telephone number
  • flight number and date of your trip ticket number
  • a double-sided scanned tag or the original tag of the double-sided baggage tag
  • baggage receipt
  • pictures which show the damage clearly visible

Lost Property Office: Lost items

If you forgot or lost an item, please direct yourself to the Lost&Found office in the airport. You can either contact them via the web form or in person at the airport between 8am and 7pm.

Customer Relations: Claims, compliments or complaints

You really need to get something off your chest, you’re unsatisfied or want to put in a claim? Our Customer Relations team is dealing with claims processing and serves as your point of contact for compliments and complaints. First of all, please have a look at the frequently asked questions at austrian.com . You can’t find what you are looking for or want to make a claim? Please send an email to feedback@austrian.com . After you’ve sent your message, you will first receive an automatic reply to confirm receipt of your mail.

We kindly ask you to share this information with us:

  • Passenger name
  • Ticket number
  • Flight number
  • Flight date
  • Copy of your boarding pass

The team processes requests from all over Western and Southern Europe, China and Australia.  At times there are particularly many requests (20,000 in the first half year of 2011), which is why processing may take a while. In such cases we thank you for your patience and understanding – our team is doing all they can to answer as soon as possible!

Smile

The third part of our blog series “Customer Service at Austrian Airlines” is intended to make you smile: We will share a few amusing stories from our everyday service life – guaranteed to bring a smile to your face!

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