Lyla Lindsey
Austrian Airlines offers refunds, rebooking, and compensation in the event of flight cancellations. Passengers are entitled to compensation of between 250 and 600 euros or a refund of the flight price. In the case of cancellations, Austrian Airlines will automatically book passengers on an alternative flight to the same destination and in the same travel class. If this is not possible, passengers can select an alternative themselves. Passengers may also be eligible for a hotel stay, including transport to and from the airport.
| Characteristics | Values |
|---|---|
| Flight cancellation | If you were not informed of the cancellation or informed less than 14 days before departure |
| Compensation | Between 250 and 600 euros or a refund of the flight price |
| Compensation eligibility | Delayed by more than 3 hours, cancellation informed less than 7 days before departure, denied boarding due to overbooking, missed a connecting flight due to a delay |
| Compensation calculation | Short-distance delays: below 1500km – €250; Medium-distance delays: between 1500km and 3500km – €400; Long-distance delays: over 3500km – €600 |
| Ticket refund | Full refund of the ticket price, including taxes and fees |
| Alternative flight | Austrian Airlines will book you on an alternative flight to the same destination and travel class for free |
| Rail ticket | You can convert your flight ticket into a rail ticket for Austrian Federal Railways (ÖBB) on certain routes for free |
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What You'll Learn
Compensation and refunds
In the event of a cancelled Austrian Airlines flight, you may be entitled to compensation or a refund. The amount of compensation depends on the distance of the flight, not the amount paid for the ticket. For short-distance flights below 1500 km, passengers are due €250 in compensation. For medium-distance flights between 1500 and 3500 km, passengers are entitled to €400, while long-distance flights over 3500 km will receive €600. If you are unsure whether you are eligible for compensation, you can use a free online compensation calculator to check. To claim compensation, you will need to confirm the reason for the delay with the airline and collect proof, such as photos, receipts, and vouchers.
Passengers are entitled to compensation if Austrian Airlines cancels their flight with less than 14 days' notice before departure. If you are unable to be rebooked on a new flight that arrives at a similar time to your original flight, you may also be eligible for compensation. However, it is important to note that Austrian Airlines is not required to provide compensation if the flight cancellation is due to circumstances beyond their control, such as adverse weather conditions or incidents at the airport, known as "extraordinary circumstances".
In addition to compensation, passengers affected by flight cancellations may also be entitled to a refund. If Austrian Airlines cancels your flight and you choose not to accept rebooking on an alternative flight or any offered vouchers or credits, you can request a refund of your airfare, including any taxes and fees. This refund will be processed automatically if you reject the rebooking or offered compensation.
If your flight is delayed by two hours or more or is cancelled, Austrian Airlines will provide you with a meal voucher that can be redeemed at participating restaurants in the airport. The airline will also cover the costs of a room at a three-star hotel, including food, drink, and transfers.
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Alternative flights
If your Austrian Airlines flight is cancelled, you are entitled to either a full refund or an alternative flight. If you opt for the latter, Austrian Airlines will automatically and proactively book you on an alternative flight to the same destination and in the same travel class, free of charge. If this is not possible, or if the alternative flight does not fit your plans, you can select another flight yourself, again free of charge.
If you were informed of the cancellation less than a week before departure, you could claim compensation of up to €600 if your alternative flight arrives more than two hours late. If you were notified of the cancellation less than 14 days before the scheduled departure, and the replacement flight to your final destination arrived more than four hours late, you may also be entitled to compensation. You can also apply for compensation if your flight was overbooked or delayed.
If you are rebooked on another flight, Austrian Airlines will arrange your baggage transfer. If your flight is cancelled at short notice and you are travelling onwards by train, the airline will endeavour to return your baggage to you as soon as possible. If you are delayed overnight, you are also entitled to hotel accommodation and transport to and from the airport.
If you booked your ticket with a tour operator or travel agent, you may need to contact them directly to rebook or claim a refund.
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Rail tickets
If your Austrian Airlines flight has been cancelled, you may be entitled to compensation or a refund. You can use the Austrian Airlines app or the Austrian Chat Assistant to find out if you are already automatically rebooked on an alternative flight. If not, you can select an alternative flight yourself and rebook free of charge. You can also use the Austrian Chat Assistant to check the refund amount and process your refund.
If you are unable to find an alternative flight, you can travel to certain destinations by train instead. You can request a train voucher for rail travel to destinations within Austria, such as Linz or Graz, at one of the Austrian Airlines Service Centres. The AIRail Rail & Fly service also allows you to travel to anywhere in the world from the central stations in Linz or Salzburg. The AIRail combo ticket can be booked online or through a travel agent.
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Delayed baggage
Firstly, it is important to report your delayed baggage as soon as possible. You can usually report delayed bags online up to three days after your arrival. If you are unable to report your delayed bag online, you can contact the local baggage tracing office in the airport arrivals hall. The airline with which you arrived at your destination is responsible for your bag, so if you did not arrive with Austrian Airlines, you should report your delayed bag to that airline.
When reporting your delayed baggage, make sure to have all your flight documents, including your boarding pass and baggage claim tag. You will also need your claim reference number and confirmation in writing. It is important to keep these documents until your claim is settled.
If your bag has been delayed, you are obliged to keep the expenses for purchasing replacement items as low as possible. Austrian Airlines will contribute to the costs of these items, but only if they are proportional and cannot be assumed to be available at your home. For example, items that you can continue to use, such as clothes, will be refunded at a rate of 50%, while toiletries or single-use items will be refunded at 100%. You can apply for a refund for replacement items within two years of your flight, as long as you have reported your bag as delayed.
To be entitled to compensation for the loss of your bag, you must report your baggage as delayed, complete the contents list on the baggage status page, and your bag must have been delayed for more than 21 days. If your bag is damaged, you must notify Austrian Airlines in writing or text form immediately. If you have accepted the checked baggage without reservation, it is assumed that it was delivered in good condition, unless proven otherwise.
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Hotel accommodation
Austrian Airlines will provide hotel accommodation in cases where an unplanned stopover of one or more nights becomes necessary. This is in addition to transport between the airport and the place of accommodation.
You can contact Austrian Airlines customer service and ask for confirmation of your hotel room and transfers to be provided in writing. You can also enter your flight details to find out if you are eligible for compensation.
If your flight is cancelled at short notice, Austrian Airlines will automatically book you, free of charge, on an alternative flight to the same destination and in the same travel class. In some cases, however, Austrian Airlines may not be able to rebook you on an alternative flight. In this case, you can convert your flight ticket into a rail ticket for Austrian Federal Railways (ÖBB) on certain routes, free of charge.
If you have booked your ticket with a tour operator or travel agent, you can contact them directly. You can also use the Austrian Airlines Help Centre to find out if you have already been rebooked, or to choose an alternative flight and make the rebooking free of charge.
You are entitled to a refund of the full cost of the ticket for the parts of the journey not made, and for the parts already made if the flight is no longer serving any purpose in relation to your original travel plan. You can use the Austrian Chat Assistant to check the refund amount and process your refund.
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Frequently asked questions
If your Austrian Airlines flight is cancelled, you will be informed via email, text, or the Austrian App. The airline will then automatically book you on an alternative flight to the same destination and in the same travel class, free of charge. If you are unable to be rebooked on an alternative flight, you can select one yourself, free of charge. You may also be entitled to compensation of between €250 and €600, or a refund of the flight price.
You are eligible for compensation if you were informed of the cancellation less than 14 days before departure, or if your arrival at your destination airport is delayed by more than three hours. You can use a free compensation calculator online to check if you are eligible for compensation and how much you are owed.
If you have booked your ticket with a tour operator or travel agent, you may not be able to rebook your flight directly. In this case, you should contact the tour operator or travel agent directly.
