Austrian Airlines: Budget Or Premium?

Austrian Airlines is a subsidiary of the Lufthansa Group and the flag carrier of Austria. The airline offers a range of services, including meals, drinks, and in-flight entertainment on both short and long-haul flights. While some sources suggest that Austrian Airlines provides outstanding value with cheap flights to various destinations, others claim that it is turning into a low-budget airline experience, with customers needing a credit card to purchase even a cup of water on board.

Austrian Airlines' history and ownership

Austrian Airlines AG, also known as Austrian or AUA, is Austria's flag carrier and biggest airline. It is a subsidiary of Lufthansa, the flag carrier airline of Germany. Austrian Airlines has its headquarters and hub at Vienna International Airport in Schwechat.

The history of Austrian Airlines dates back to 1923, when Austrian Airways was founded. However, the airline was established in its current form in 1957 through the merger of Air Austria and Austrian Airways. The airline has been state-owned for much of its existence.

In the 1990s, Austrian Airlines sought new strategic alliances and expanded its long-haul market, launching new services to China and South Africa. The airline became a member of the Star Alliance in 2000 and expanded through the acquisitions of Rheintalflug and Lauda Air in the 2000s. During this period, Austrian Airlines also sustained several years of losses, and in 2009, the Lufthansa Group purchased the airline following its privatisation.

Following its privatisation, Austrian Airlines underwent restructuring, including fleet expansion and cost-saving initiatives. The business continued to face financial challenges, and in 2012, all Austrian Airlines flights were temporarily transferred to its subsidiary, Tyrolean Airways. However, a new labour agreement in 2015 led to the transfer of all flights back to Austrian Airlines and the merger of Tyrolean Airways into its parent company.

In recent years, Austrian Airlines has continued to restructure its fleet and network, responding to competition from low-cost carriers. The airline has committed to halving its net CO2 emissions by 2030 and achieving CO2-neutral flying by 2050.

In-flight services and amenities

Economy Class

Austrian Airlines' Economy Class offers meals and drinks on both short and long-haul flights, along with an entertainment programme. On short and medium-haul flights, passengers have access to a wide selection of drinks, snacks, and hot and cold food from the Austrian Melangerie. Newspapers, magazines, and eJournals are also available, and internet access can be purchased on flights with the Austrian Airbus fleet. Long-haul flights provide additional extras, including a choice of two free menus and ergonomic seats with a unique relax function. Up to 400 hours of films and TV shows, music, podcasts, and eJournals are available for entertainment.

Business Class

Business Class passengers on Austrian Airlines enjoy preferential treatment, including priority check-in, baggage handling, fast-lane security, and priority boarding. They also have access to airport lounges and comfortable seats with a free adjacent seat. The high-tech seats can be converted into a nearly two-metre-long bed, and noise-cancelling headphones and an adjustable air cushion system enhance comfort. Business Class passengers can also expect exclusive meals from DO & CO, earn extra miles when booking, and receive amenity kits with essentials like eye masks, socks, earplugs, and toiletries. Up to 400 hours of video and audio entertainment can be enjoyed on high-resolution 15-inch touch screens.

Premium Economy Class

Austrian Airlines' Premium Economy Class offers extra-wide seats with a greater reclining angle for added comfort. On short-haul flights, passengers have a free adjacent seat, while on long-haul flights, the seat can be converted into a horizontal full-flat bed.

Historical Changes and Reviews

Over the years, Austrian Airlines has made changes to its in-flight services. In 2006, the airline removed complimentary in-flight meals and alcoholic drinks on short-haul services, introducing a "Self Select Bistro Service". However, a 2021 review on Tripadvisor noted a decline in service, stating that not even a cup of water was provided for free on European flights unless purchased with a credit card.

Customer service and support

Austrian Airlines has a customer service plan that reflects its commitment to treating customers in a fair, friendly, and timely manner. The airline strives to provide clear information about what customers can expect from them, especially in the event of irregular operations.

Austrian Airlines offers various ways to contact their customer support, including a dedicated phone number for individuals with disabilities. The average hold time for their customer service line is between 3 to 5 minutes, with the longest wait times on Wednesdays and the shortest on Sundays. The average call time is 6 minutes. The best phone number to reach them is 8008430002, with 69% of consumers using this number to address their concerns.

Austrian Airlines also provides a help centre on their website, where customers can find answers to frequently asked questions. They can also be contacted via email, with the best email for responses being [email protected].

The airline's customer service representatives are trained to handle a range of issues, including flight reservations, cancellations, refunds, and special requests. They are committed to offering top service and high-quality products, and invite customers to provide feedback and suggestions for improvement.

In terms of refunds, Austrian Airlines guarantees refunds for all applicable tickets within seven working days for credit card payments and within twenty working days for cash or cheque payments. They will also refund all fees charged for services not received, such as in the case of a cancellation or overbooking.

The airline also provides special support services for passengers with limited mobility, ensuring they can check in, board, and disembark comfortably. They also accept unaccompanied minors between the ages of 5 and 11 with a confirmed reservation, for a service fee.

While Austrian Airlines strives to provide reliable customer service, there have been some negative reviews regarding their handling of flight cancellations, delays, and changes. Some customers have reported issues with communication, rude behaviour, and a lack of compensation in these situations.

Overall, Austrian Airlines aims to provide a safe and pleasant experience for its customers and is committed to enhancing their comfort, both on the ground and in the air.

Baggage rules and allowances

Austrian Airlines offers varying baggage allowances depending on the class of service booked and the flight route.

Carry-on baggage

Passengers are permitted to carry cabin baggage on board their flight, with the allowance depending on the class of service booked. Economy and Premium Economy Class passengers are allowed to carry one piece of carry-on baggage, while Business Class passengers can carry two pieces. All carry-on baggage must not exceed dimensions of 55cm x 40cm x 23cm and a total weight of 8kg. In addition, passengers can bring one personal item on board, such as a handbag or laptop bag, not exceeding 40cm x 30cm x 10cm in size.

Checked baggage

Austrian Airlines passengers are given a free baggage allowance, which depends on the flight route and class of service. Certain members and classes are given a higher allowance. Checked baggage must not exceed total dimensions of 158cm, and any baggage exceeding the weight limit will be subject to excess baggage fees. Pieces of checked baggage exceeding 32kg will not be accepted at check-in, and those exceeding 158cm may be considered for special transport if notified in advance.

Sports equipment and special baggage

Austrian Airlines permits a wide range of sporting equipment and special baggage on flights, provided that the baggage allowance shown on the ticket is not exceeded in terms of the number of items or weight. However, some items may be considered oversized or overweight and charges may apply.

Liquids

Liquids carried in hand luggage must be in containers with a capacity of up to 100ml and packed in a transparent, reusable one-litre plastic bag. This includes pastes, lotions, mixtures of liquids and solids, and the contents of pressure containers. Only one plastic bag per person is allowed. Medication and special foods required during the flight may be carried outside the plastic bag but must be presented at security control.

Ticket prices and flexibility

Austrian Airlines offers a range of ticket prices and services to cater to different customer needs. The airline provides a variety of booking options, including online, through their reservation call centre, ticket counters at the airport, and ticket offices. They also offer a frequent-flyer programme called Miles and More, which provides customers with exclusive privileges.

In terms of ticket prices, Austrian Airlines strives to offer the lowest price for customers' desired travel dates, flight options, and service classes. The airline takes into account factors such as travel class, flexibility in travel plans, and the availability of special fares. They guarantee to offer the cheapest available fare based on these factors and assure customers that ticket prices will not increase after booking, even if fares rise before the flight date.

Regarding flexibility, Austrian Airlines allows customers to make telephone reservations directly with them without payment for a minimum of 24 hours. This provides customers with the option to secure their booking without immediate payment. Additionally, if customers have already purchased their tickets and wish to change their route, they can cancel their reservation within 24 hours, although service charges may apply. It is important to note that some special fare tickets are non-refundable. However, for refundable tickets, Austrian Airlines will refund any applicable parts of the ticket, including taxes, fees, and charges.

Austrian Airlines also offers flexibility in terms of baggage. In Economy Class, passengers are allowed one piece of carry-on baggage weighing up to 8 kg, while Business Class passengers are permitted two pieces, each weighing up to 8 kg. Additionally, a foldable garment bag within specified dimensions is considered carry-on baggage. Passengers are also allowed to bring one personal item, such as a handbag or laptop bag, on board.

While the airline has been criticised for a decline in service quality, with some reviews claiming it is "quickly turning into a low-budget airline experience", Austrian Airlines continues to offer a range of services and amenities to enhance the travel experience. In Economy Class, passengers are provided with meals and drinks on both short and long-haul flights, along with access to an entertainment programme. On long-haul flights, additional extras are available, including a choice of two free menus and ergonomic seats with a unique relax function.

Frequently asked questions