Austrian Airlines Customer Care: Practical, Up-to-Date Guide

How to reach Austrian Airlines

Austrian Airlines provides customer support via phone, web, and airport service desks, with German and English available globally. The main Service Center number is +43 5 1766 1000 (international), and travelers in the United States/Canada can use the toll-free line +1 800 843 0002. Always have your booking code (6 characters) or ticket number (13 digits starting with 257) ready to speed things up.

For written requests—refunds, complaints, post-travel enquiries—Austrian prefers its online forms rather than email. You’ll find topic-specific forms under Help and Contact at https://www.austrian.com. The corporate and postal address is Austrian Airlines AG, Office Park 2, 1300 Vienna Airport, Austria. Official social channels (for general help, not case management) include X/Twitter @austrian and Facebook at https://www.facebook.com/AustrianAirlines/.

• Phone: +43 5 1766 1000 (global), +1 800 843 0002 (US/CA). Have passenger names, booking code, and travel dates ready.
• Web: Help and Contact portal for refunds, baggage claims, special assistance, and feedback: https://www.austrian.com
• Social: X/Twitter @austrian; Facebook/AustrianAirlines; Instagram @austrianairlines (public queries and updates; not for sensitive data).

Service at Vienna Airport (VIE) and worldwide desks

At Vienna International Airport, Austrian’s home base, customer care and ticketing are concentrated in Terminal 3 (Check-in 3). Check-in counters for Austrian and Star Alliance partners are typically in the 300 range (commonly counters 301–399). The airport’s address is Vienna International Airport (VIE), 1300 Schwechat, Austria. Signage for “Austrian” and “Check-in 3” is prominent upon entering Terminal 3.

For last-minute rebooking, ticketing, irregular operations assistance (delays/cancellations), or excess baggage payments, head to the Austrian Service Desk in Terminal 3. If your travel involves a Lufthansa Group itinerary (Austrian/Lufthansa/Swiss/Brussels Airlines/Eurowings), the Vienna desk can usually service the entire ticket. For other airports, look for the “Ticketing/Service Desk” near the airline’s main check-in area; staffing may vary by station and time of day.

On the day of travel, aim to arrive earlier if you need in-person support: at least 2 hours before European flights and 3 hours before long-haul. For connections impacted by delays, airport staff can reroute you; having alternatives in mind (flight numbers and times) can drastically cut handling time at the desk.

Booking changes, refunds, and fees

Change and refund options depend on the fare brand shown on your confirmation. Economy Light usually excludes free changes and checked baggage, while Economy Classic/Flex are more flexible. Business fares allow broader changes and often free seat selection. If you booked via a travel agency or online travel platform, Austrian customer care may re-direct you to the original point of sale for ticket changes due to agency ownership of the ticket.

For involuntary changes (cancellations, schedule changes), Austrian will rebook you at no extra fare cost. If you decline rebooking, EU rules require prompt refunds for the unused portion of the ticket—Austrian targets processing within 7 days for card payments, though bank processing can add a few business days. For voluntary refunds, eligibility and potential fees depend on the fare conditions shown at purchase; service charges may apply for phone- or desk-issued tickets and are disclosed before payment.

If you need same-day changes, contact the Service Center by phone once your preferred alternative flight shows availability. Keep in mind fare differences may apply when moving to a higher fare class. For tickets combining Austrian with partners, changes must be reissued in line with all carriers’ rules on the ticket; providing exact flight numbers to the agent helps them check availability faster.

Baggage: allowances, issues, and claims

Carry-on: Economy and Premium Economy passengers are typically allowed 1 cabin bag up to 8 kg (approx. 55 x 40 x 23 cm) plus one personal item (e.g., laptop bag). Business Class can bring 2 cabin bags up to 8 kg each. Checked baggage: Economy Light includes no checked bag; Economy Classic/Flex usually include 1 x 23 kg; Premium Economy generally 2 x 23 kg; Business Class 2 x 32 kg. Status holders (e.g., Miles & More Frequent Traveller/Senator/HON Circle) may enjoy additional allowances—verify on your booking summary.

If your baggage is delayed, report it before leaving the arrival hall at the Austrian/handling agent baggage desk to create a PIR (Property Irregularity Report)—you’ll receive a file reference like VIEOS12345. You can track and update delivery details via Austrian’s baggage tracing portal linked from https://www.austrian.com (Services → Baggage). Most delayed bags arrive within 24–72 hours; keep receipts for essential purchases as Austrian may reimburse reasonable expenses under local policy.

• Claim deadlines (Montreal Convention): damaged baggage—notify in writing within 7 days of receipt; delayed baggage—within 21 days of when it was delivered; lost baggage—after 21 days it is typically deemed lost and claimable.
• Liability limits: up to 1,288 SDR per passenger for baggage issues (subject to change by international regulation). Consider declaring higher value or using travel insurance for expensive items.
• Documents for baggage claims: boarding pass, baggage tag receipts, PIR reference, receipts for essentials or repair/replacement, photos of damage, and proof of contents/value where applicable.

Special assistance and medical needs

Passengers requiring wheelchair assistance (WCHR/WCHS/WCHC), mobility devices, or medical accommodations should request support at least 48 hours before departure via the Help and Contact section or by phone. Provide accurate details on mobility level and device specifications (battery type, dimensions, weight). Austrian handles most manual and powered wheelchairs in the hold; early airport arrival is essential for safe loading.

For medical travel, Austrian accepts many approved portable oxygen concentrators (POCs) and can coordinate onboard medical forms where needed. If you require a stretcher, medical escort, or special seating, submit medical clearance (MEDIF) in advance; complex cases may require several business days to process. Service animals are carried in accordance with EU rules; advise Austrian early to confirm documentation and routing acceptance.

Bassinets and family seating are limited and can be arranged through customer care after ticketing, subject to aircraft type and availability. If you have food allergies or need a special meal (on eligible routes/classes), request it no later than 24 hours before departure; kosher meals typically require 48 hours’ notice.

Loyalty (Miles & More) and customer care integration

Austrian Airlines participates in Miles & More, the Lufthansa Group frequent flyer program. Adding your Miles & More number to the booking ensures you receive mileage and status points automatically; check-in staff and customer care can attach or correct your number if needed. Award seat availability, mileage upgrades, and status benefits are governed by Miles & More program rules.

If miles fail to post, you can file a retro-credit via your Miles & More account using the ticket number (257-xxxxxxxxxx) and boarding pass images; most partner flights allow retro-claims for up to 6 months after travel. For award changes or mileage refunds, call the Service Center or use Miles & More channels; fees and mileage redeposit rules vary by award type and region.

Customer care can also resolve issues with through-checking, lounge access when status isn’t recognized, and irregular operations on mixed itineraries (OS/LH/LX/SN). Keep your digital loyalty card handy in the Miles & More app to verify status quickly at the airport or during disruptions.

Escalation and formal complaints

Start by submitting your case through Austrian’s online Feedback/Complaints form at https://www.austrian.com with all supporting documents. For EU cancellations and long delays, cite Regulation (EC) 261/2004 and include precise flight details. Typical response times range from 7 to 30 days depending on case complexity and seasonal peaks.

EU261 compensation guidelines for Austrian-operated flights: €250 for flights up to 1,500 km; €400 for intra-EU flights over 1,500 km and other flights between 1,500 and 3,500 km; €600 for flights over 3,500 km, subject to exemptions (e.g., extraordinary circumstances). You may also be entitled to care (meals, hotel, transfers) during significant delays or cancellations; keep receipts.

If you are unsatisfied after Austrian’s final reply, EU/EEA passengers can escalate to the Austrian national enforcement/mediation body via the Agency for Passenger Rights (apf) at https://www.apf.gv.at/en, providing the airline’s response and your supporting evidence. For tickets purchased in the United States or travel from the U.S., you may also consult the U.S. Department of Transportation’s consumer resources. Always retain a clear paper trail—dates, names, and all communications—when escalating.