Review Time
Used to had very good opinion about Austrian but it all changed yesterday.
After the delay, missed conection due to delay which was kind of understandable due to bad weather not anyones fault still we got bad treatment at the Vienna airport, 7 hours waiting for the next one, then when we finally boarded the plane sat there for one hour and they realised something is wrong with the engine???
After we couldn't fly they left us at 00:30 on the airport rebooking us 24hours later, stranded with zero help, none of the Austrian help desks open, just one lady and I think the stewardess, telling us to book hotel by ourselves.
No hotels available at that time, no transport, none..nightmare, couldn't get the luggage, saw 2 ladies with small babies, young kid who had no money was just visiting family by himself, horrible treatment ,could go on and on, felt miserable, tired...
I found my way but some of the people probably didn't..
I do expect compensation ofcourse we all know how this goes, there is no money in this world to explain themselves why they didn't left ONE PERSON on the desk to help those 30 people maximum to help them out cause at the end of the day it wasnt the weather, IT WAS YOUR PLANE WHO HAD THE ISSUE..
Never again, its not anymore about the company, money, compensation, dont know what..you failed the biggest test you could, a little bit of empathy for the guests left out there that night, it's the least you could do and you didn't.
Saying this from the perspective working in the similar kind of business, same kind of problems dealing with, I know how much you can and you cannot do in this situations, you did below bare minimum.
Peace.
Our flight was cancelled, and we received no assistance from the airline. The only way to reach them was through their AI Chat Assistant, which suggested an alternative flight four days later. There was no mention of passenger rights, and we were not provided with any hotel, meals, or transportation—none of the care we were entitled to. When we expressed our dissatisfaction, the assistant advised us to purchase new tickets with another airline, costing us €1,800. To make matters worse, they rebooked us without our consent. I requested reimbursement for food at the airport, but it was denied. This experience was extremely disappointing. The airline is no longer a premium service but rather an expensive budget option. I am escalating this matter with the relevant passenger rights agency.
I’ve had two frustrating encounters with the airline, both stemming from their own systems and exacerbated by their unhelpful support. 1. Family vacation almost ruined We planned an expensive long-haul trip from a major city to the Caribbean. Due to my son sharing my first and last name, the airline's system flagged it as a 'duplicate passenger' and blocked check-in for the whole family. Airport staff provided no assistance We had to rush through the airport, retrieve e-tickets ourselves, and nearly missed our flight. This is something that most airlines manage effectively — clearly, this one does not. 2. Canceled my paid ticket and forced me to purchase another I booked a trip from one city to another for Friday and planned to return on Sunday. I logged in but overlooked that the outbound flight was on the incorrect Friday.
My fare class didn’t permit changes, so I ended up buying a second one-way ticket for the right date. Then the airline did the unthinkable:
They canceled the new ticket I had paid for on my return, blocked check-in, and chat support informed me that I 'must buy a third ticket.' There was absolutely no willingness to assist. Just scripted, unhelpful responses. Conclusion
The airline has: Unreliable and outdated systems
Hidden rules that trap customers
Staff that provides no genuine support No flexibility, even when the issue is their fault. After these two significant failures, I will avoid this airline whenever I can.
I’ve had two frustrating experiences with this airline, both due to their system issues compounded by unhelpful support.1. Family vacation almost ruined. We booked an expensive long-haul trip. Due to a name similarity, their system flagged it as a duplicate and blocked our check-in. The airport staff offered no assistance, forcing us to rush and get e-tickets ourselves, nearly missing our flight. This is something other airlines handle smoothly—this one clearly does not. 2. They canceled my paid ticket, compelling me to buy another. I booked a round trip but didn’t notice my outbound flight was on the wrong date. My fare class didn’t allow changes, so I purchased a new ticket. Then, they canceled it, blocking check-in and chat support told me I had to buy a third ticket. No willingness to assist—just scripted, unhelpful replies. Overall, this airline has unreliable systems, hidden rules that trap customers, and inflexible staff.
My experience was extremely disappointing. My first flight was heavily delayed, causing me to miss my connecting flight, leaving me to wait almost 24 hours for the next available option. Delays can occur, which I understand, but the way the ground staff treated me was unacceptable. The employee was condescending, lacking empathy or professionalism. The overall disrespect, poor communication, and significant delays made this one of my worst travel experiences. I will definitely not choose this airline again.
Caution: Do not book with this airline. They are systematically trying to scam customers through their online booking platform. An error message appears during booking, and upon retrying, prices increase, and previously booked children disappear from the checkout, forcing you to pay again. Cancel immediately within 24 hours if this happens.
I will not fly with this airline again. I have flown with many airlines, but my recent experience was shocking. We were told that despite having food included in our ticket, we had to pay for it in the air, which upset many passengers, including children. When someone recorded the situation, the staff threatened to report them to the police as a terrorist. I was appalled by their behavior and language towards customers. I strongly advise against flying with this airline.
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