Austrian Airlines: Reliable Or Risky Business?

Austrian Airlines is a 4-star airline with a reputation for good service, charming onboard service, and relatively comfortable seats. However, reviews are mixed, with some passengers praising the friendly staff and ample legroom, while others complain about poor customer service, delayed or cancelled flights, and lost luggage.

Austrian Airlines' customer service

Austrian Airlines is a 4-star airline known for its charming onboard service, reflecting the alpine traditions of Austria. The airline plays the Blue Danube waltz during boarding, setting the mood for passengers bound for Vienna.

Customer Service

Austrian Airlines has a mixed reputation when it comes to customer service. While some passengers commend the responsiveness and friendliness of the crew, others have reported rude and unhelpful behaviour from staff.

On the positive side, travellers have praised the comfort of the seats and the quality of in-flight meals, giving the airline an average rating of 7.2/10, which is superior to the average of other carriers.

However, there are several negative reviews citing issues with customer service. Some passengers have reported problems with rebooking and refunds, with the airline being described as "heartless" and unwilling to accommodate requests for travel credits due to medical emergencies. There are also complaints about lost or delayed luggage, with the airline taking several days or even months to resolve these issues.

In terms of entertainment and WiFi, Austrian Airlines falls behind its competitors. Passengers have reported issues with the availability and reliability of these services, particularly on Boeing 777 and 767 aircraft.

Check-in and Boarding

Austrian Airlines offers a variety of check-in options, especially at its hub in Vienna. Passengers can check in online, through the mobile app, or at the airport. For flights to the US, baggage can be checked in up to 24 hours before departure.

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.

Overall Reputation

Overall, Austrian Airlines receives mixed reviews. While some passengers have reported pleasant experiences, praising the comfort and service, others have had issues with rebooking, refunds, lost luggage, and unhelpful staff. The airline has been described as "disorganised" and "a joke" by some disgruntled customers.

It is worth noting that the airline has won the Travellers' Choice Award in 2017 and 2018, indicating that it has delivered satisfactory or exceptional experiences to many travellers. However, the negative reviews highlight areas where the airline could improve, particularly in customer service and communication.

In-flight entertainment

Passengers can enjoy a wide selection of films and series in multiple languages on Austrian Airlines flights. The media library includes the latest blockbusters, classic movies, and TV shows, with up to 400 hours of content available. This extensive entertainment offering helps passengers pass the time, especially on long-haul flights.

In addition to visual entertainment, Austrian Airlines provides a variety of audio options. Passengers can choose from a diverse range of music, including jazz, classical, folk, and the latest chart-topping hits. They can also listen to audiobooks and podcasts, catering to different preferences and interests.

For those who prefer reading, Austrian Airlines offers a large selection of German-language and international newspapers and magazines. These eJournals can be conveniently stored on smartphones, tablets, or laptops and accessed during the flight. The airline's onboard magazine also features an exclusive product range and special duty-free prices for passengers who wish to indulge in some shopping.

Internet access is another aspect of in-flight entertainment provided by Austrian Airlines. On selected short and medium-haul flights, passengers can surf the web using their personal mobile devices by purchasing a FlyNet package in advance. This allows for even greater flexibility and connectivity during the journey.

While some reviews suggest that the in-flight entertainment offered by Austrian Airlines is well below that of competing carriers, the airline continues to strive to improve its offerings and provide a range of options to meet the diverse preferences of its passengers.

Boarding experience

Austrian Airlines has a specific boarding procedure to ensure that all passengers can board quickly and conveniently. The airline divides its boarding process into groups, with each group boarding the aircraft separately. On continental flights, the first group consists of families with young children, unaccompanied children, and passengers with reduced mobility. This is followed by HON Circle Members and First-Class passengers, Business Class travellers, and finally, Economy Class passengers, who are further divided into those with window, centre, and aisle seats. On intercontinental flights, the groups are similar, with the addition of Premium Economy Class travellers.

While the specific boarding experience may vary depending on the airport and other factors, some passengers have reported issues with the boarding process. For example, one passenger travelling from Newark Airport complained about the lack of a premier access line and additional baggage allowance. They also mentioned that Austrian Airlines "couldn't" issue them a mobile boarding pass, resulting in a long wait to drop off their luggage and obtain a boarding pass. Another passenger travelling from Vienna to Frankfurt described the boarding process as "controlled chaos", with passengers being separated from their companions and confusion regarding boarding passes.

On the other hand, some passengers have praised the boarding experience with Austrian Airlines. One traveller from Bucharest to Vienna described the flight attendants as positive and attentive, enhancing their overall pleasant flight experience. Another passenger, travelling for the first time with Austrian Airlines, specifically mentioned the friendly personnel and the ample legroom even in the economy class.

Baggage allowance

Austrian Airlines allows passengers to bring 1 item of cabin baggage, plus 1 personal item such as a handbag or laptop case. The dimensions of cabin baggage must not exceed 55 x 40 x 23 cm and weigh no more than 8 kg. The personal item must not exceed 40 x 30 x 10 cm.

The free baggage allowance for checked baggage depends on the ticket type and travel route. For European routes, passengers are allowed 1 bag per person, weighing a maximum of 23 kg and with total dimensions of 158 cm. Intercontinental routes also allow 1 bag per person, with the same weight and size restrictions. Economy Light tickets do not include any free checked baggage, but passengers can book a checked bag for an additional fee.

Excess baggage fees apply to bags over 24 kg and/or exceeding 158 cm in total dimensions. The maximum weight allowed is 32 kg, and the maximum total dimensions are 292 cm. Fees vary depending on the route and whether the bag is overweight, oversized, or both.

Sports equipment is carried for free as part of the standard baggage allowance. If the sports equipment exceeds the allowance, additional fees starting at €70 apply. Musical instruments that do not exceed the carry-on baggage size and weight restrictions can also be brought on board for free. For larger instruments, Austrian Airlines suggests booking an extra seat.

Seat comfort

Classic Seats are available for reservation on intercontinental routes in Business Class free of charge, excluding Extra Space seats. HON Circle Members and Senators can reserve these seats free of charge for themselves and their travel companions.

Extra Legroom Seats are typically located in the emergency exit rows, providing passengers with additional legroom during their flight. These seats are subject to eligibility requirements, as certain passengers, such as pregnant women, passengers with small children, and those under 16 years of age, are not permitted to sit in this area.

Preferred Zone Seats are located in the front section of Economy Class, offering the advantage of faster disembarkation after landing. This seating zone is positioned behind Premium Economy on long-haul flights and Business Class on short- and medium-haul flights.

In terms of seat comfort, reviews are mixed. Some passengers commend the comfort and spaciousness of the seats, particularly in Premium Economy, where seats are wider and offer enhanced legroom and greater recline. The adjustable headrests and footrests are also appreciated. However, other reviews mention hard seats and insufficient legroom, particularly on shorter flights.

Overall, while seat comfort can vary depending on the aircraft and seating class, Austrian Airlines does offer a range of seating options to cater to different passenger preferences and requirements.

Frequently asked questions