Austrian Air: A Breath Of Fresh Alpine Air?

Austrian Airlines is a four-star airline that flies to over 120 international destinations. It is the flag carrier of Austria and a member of the Lufthansa Group and Star Alliance. The airline has a hub in Vienna, Austria, and offers both long-haul and short-haul services. While reviews are mixed, with some customers complaining about poor customer service and lost luggage, others praise the comfortable seats, friendly staff, and good food.

Austrian Airlines' customer service

Austrian Airlines is a four-star airline known for its charming onboard service, reflecting the alpine traditions of Austria. The airline's hub is at Vienna International Airport, with focus cities including Graz Airport, Innsbruck Airport, and Salzburg Airport. The airline offers a variety of configurations, including wide-body jets with Business and Economy Class cabins, as well as all-Economy Class narrow-body jets.

Customer Service

Austrian Airlines offers a range of ways to check-in, particularly in Vienna. Passengers can check-in online, on the mobile app, or at the airport the day before departure. For flights to the US, however, bags cannot be checked earlier than 24 hours prior. The airline also offers private check-in desks that can be reserved in half-hour increments.

Austrian Airlines is known for being strict on carry-on baggage weights, especially at the Vienna airport. Carry-on bags must weigh less than 8 kilos (17 pounds), and agents have been observed weighing bags while passengers are boarding. Economy and Premium Economy passengers are allowed one piece of carry-on baggage, while Business Class passengers are allowed two.

The airline boards by zones, with the first three zones reserved for Business and Premium Economy passengers, as well as Miles & More and Star Alliance elite customers.

Reviews

Reviews of Austrian Airlines' customer service are mixed. Some passengers have praised the airline for its friendly and helpful crew, while others have complained about rude and unhelpful staff. There have been reports of issues with booking, seat assignments, and checking in, as well as delays and lost luggage. However, some passengers have also noted the comfortable seats and ample legroom, particularly in Business Class.

Overall, while Austrian Airlines offers a range of convenient check-in options and comfortable seating configurations, there are some negative reviews regarding the customer service and ground staff.

In-flight entertainment

For those who enjoy movies and TV shows, Austrian Airlines provides a wide selection of films and series in 20 languages on long-haul flights. This includes the latest blockbusters, classics, and content suitable for adults, children, and young people. The airline also offers up to 400 hours of films and TV shows on its flights.

Music lovers can also enjoy a variety of audio content during their journey. Austrian Airlines provides a diverse range of music, including jazz, classical, folk, and the latest chart hits. Passengers can create their own personal playlists and easily navigate the content using the touchscreen interface.

For those who prefer reading, Austrian Airlines offers a large selection of German-language and international newspapers and magazines. These eJournals can be stored on mobile devices such as smartphones, tablets, or laptops and accessed during the flight.

In addition, passengers can surf the internet on selected short and medium-haul flights by purchasing a FlyNet package in advance. This provides flexibility and the ability to stay connected or entertained throughout the journey.

Overall, Austrian Airlines aims to provide a diverse range of in-flight entertainment options to suit different tastes and preferences. The combination of movies, TV shows, music, and reading materials ensures that passengers can stay engaged and entertained throughout their flight.

Food and beverage service

Austrian Airlines offers a wide range of food and beverage options to cater to the varying needs of its passengers. The service varies depending on the flight duration and travel class, with short and medium-haul flights offering different options from long-haul flights.

On shorter flights of up to 50 minutes, Austrian Airlines offers hand-baked pastries that can be enjoyed on board or taken to go. For flights between 50 to 80 minutes, passengers can indulge in cold menus, including fresh muesli, hand-sliced ham with fresh horseradish, or a poke bowl with smoked salmon. These meals are complemented by Austrian desserts such as Sachertorte, panna cotta, or apple strudel.

On flights longer than 80 minutes, the airline specialises in food from Austria and international delicacies. Fresh, high-quality, regional, and colourful creations are served hot, followed by a sweet speciality. The culinary experience is further enhanced by the option to browse through the menus before the flight and pre-select the desired main course.

In Business Class, passengers are offered a full menu on both short and long-haul flights. Meanwhile, Economy Class passengers on short-haul flights within Europe are offered complimentary water, with other refreshments available for a fee.

On long-haul flights, Austrian Airlines provides complimentary catering in Economy Class, with two meal services: a main service and a simpler option before landing. Passengers can choose between two main meal options, and drinks, including alcohol, are complimentary.

The airline also offers special meals for children, ensuring they receive nutritious and appealing options. These meals can be requested during the booking process or by contacting customer service at least 24 hours before departure.

Checked and carry-on baggage

Austrian Airlines allows passengers to carry one or two items of carry-on baggage on board, depending on the travel class booked. Economy and Premium Economy Class passengers are allowed to carry one piece of carry-on baggage, while Business Class passengers are permitted to carry two pieces. The carry-on baggage must not exceed the dimensions of 55cm x 40cm x 23cm and must weigh no more than 8kg in total. If the carry-on baggage exceeds these restrictions, it will be checked into the hold and excess baggage fees may be applied.

In addition to their carry-on baggage, passengers are permitted to bring one additional personal item on board, such as a handbag, a travel pouch, or a laptop bag. This item must not exceed the dimensions of 40cm x 30cm x 10cm. It is recommended that passengers store their personal documents, medication, and valuables in this personal item, in case their carry-on baggage needs to be stored in the cargo hold.

For passengers travelling with children under two years of age, Austrian Airlines allows a carrycot, an approved child seat, or a completely foldable travel pram with a maximum weight of 10kg. Passengers can also bring "pocket buggies" on board as part of their carry-on baggage allowance.

Regarding checked baggage, Austrian Airlines provides a free baggage allowance, which varies depending on the flight route and the class of service. Certain members, such as HON Circle Members and Senators, are given a higher free baggage allowance. For European routes, the free baggage allowance for Economy Classic and Flex is listed without specifying the number of pieces or weight. For intercontinental routes, the free baggage allowance is provided for Economy Saver, Basic, and Flex, as well as Premium Economy Saver, Basic, and Flex, and Business Saver and Flex, but the specific details are not mentioned.

Passengers should note that there are restrictions on the total dimensions and weight of checked baggage. Pieces of checked baggage must not exceed total dimensions of 158cm, and any baggage exceeding the allowable weight limit will be subject to excess baggage fees. Additionally, pieces weighing more than 32kg will not be accepted at check-in, and those exceeding 158cm in total dimensions may require special transport arrangements, which must be communicated to Austrian Airlines customer support in advance.

It is important to be aware of the list of forbidden items that are not allowed in checked baggage. These include explosives, incendiary substances, and devices capable of causing serious injury or threatening the safety of the aircraft. Security personnel have the right to refuse the transport of checked baggage if it contains any suspicious items, even if they are not specifically listed.

Seat comfort

In Economy Class, Austrian Airlines offers relatively comfortable seats, with a seat pitch of around 28 inches within Europe and 30 inches on long-haul flights. This provides passengers with ample legroom, especially on long-haul journeys. On widebody aircraft, Premium Economy seats offer even more space, with increased legroom, seat width, and recline. This class also includes enhanced meal service and upgraded pillows and blankets.

For those seeking the utmost comfort, Business Class provides lie-flat seats, particularly on long-haul flights. Within Europe, Business Class offers a separate cabin with enhanced service, including an empty middle seat, but the seat type is the same as Economy. On Intercontinental flights, the onboard service in Business Class is significantly improved, with meals served by an onboard chef and a unique coffee service offering Viennese specialities.

Overall, Austrian Airlines aims to provide comfortable seating options for its passengers, with varying levels of comfort and service depending on the class of travel. The availability of Premium Economy and Business Class seats offers a more luxurious experience for those seeking extra legroom and enhanced amenities.

Frequently asked questions