Austrian Airlines

Dear colleagues,
Please kindly prioritize FB ID 4200**** and review the feedback and compensation request from Sun Spree.
Or kindly give guidance on how to proceed further towards a settlement solution for the travel agency.
FB ID 4200**** in a nutshell:
2 pax were left behind from a group due to SOF-VIE flight overbooking - GRP 5YY2ZQH3/Boarding denied of GRP PNR RN3D7X for Petya Todorova and Iliana Borisova.
I just want to add that not all Lufthansa flights were full; there was an option with free seats on Lufthansa to Vienna, but with a transfer. I had taken the seats, but the airport staff refused to reissue them. I have provided written evidence.
And only after this refusal were we forced to purchase tickets on Aegean Airlines at our own expense.
Our group department managed to reissue and keep the return flights. The outbound portion of the trip remained unused.
TA Sun Spree issued new tickets on another airline to secure group travel. All costs are covered by the travel agency, not by the denied boarding passengers, and this claim is from the travel agency (respectively no PoA).
Please kindly review, and hopefully an exceptional settlement solution will be possible to cover the cost for the travel agency.
Thanks in advance for your involvement and action.

Dear Austrian Airlines Customer Relations Team,

I am writing to submit a formal compensation claim under EU Regulation 261/2004 for the cancellation of my flight with booking code 7PIDEK.

As confirmed in your email notification (attached below), my flight was cancelled and no suitable alternative was offered for the affected sections of my journey. Because of this, my travel plans were completely disrupted, and I experienced significant inconvenience.

According to EU Regulation 261/2004, for a cancelled flight under 1500 km where no alternative is provided, I am entitled to 250 compensation, in addition to the refund already processed.

I kindly request that this compensation be processed as soon as possible and sent to the same payment method used for the original booking.

Thank you in advance for your assistance.

I look forward to your confirmation.

Fatmir Ameti

Unfortunately, my experience with this company has been extremely disappointing.

I submitted all required documents on time and sent the certificate on 30 September, yet I still have not received my refund after more than three months of waiting.

What makes it worse is that the main company keeps avoiding responsibility, and the agent/third-party company says they have not received any payment from the main provider.

Both sides keep blaming each other, and no one is taking action to resolve the issue.

This is completely unprofessional and shows a serious lack of respect for customers.

To be very clear:

I do NOT recommend this company at all.

I feel misled and ignored, with endless delays and no accountability, despite doing everything correctly and submitting all documents on time.

If you are considering booking with them, save yourself the stress and choose a more reliable and trustworthy company.Very Bad Experience I Do NOT Recommend This Company

Unfortunately, my experience with this company has been extremely disappointing.

I submitted all required documents on time and sent the certificate on 30 September, yet I still have not received my refund after more than three months of waiting.

What makes it worse is that the main company keeps avoiding responsibility, and the agent/third-party company says they have not received any payment from the main provider.

Both sides keep blaming each other, and no one is taking action to resolve the issue.

This is completely unprofessional and shows a serious lack of respect for customers.

To be very clear:

I do NOT recommend this company at all.

I feel misled and ignored, with endless delays and no accountability, despite doing everything correctly and submitting all documents on time.

If you are considering booking with them, save yourself the stress and choose a more reliable and trustworthy company.

*Subject:* Request for Refund of Unused Ticket Complaint Regarding Lack of Response from Travel Agency

Dear Austrian Airlines Customer Service,

I am writing to you regarding a flight ticket booked through a travel agency, which I canceled *3 days prior to the scheduled departure*. Despite this, I have not received a clear or complete response from the agency regarding the deducted amount or the refund possibilities.

*Travel details are as follows:*

- Passenger Name: MR.

HYSA ARDIT

- Booking Code: OS 760

*Outbound Flight:*

Tirana to Vienna (OS 760)

Date: 25.11.2025

Departure: 06:00 Arrival: 07:35 (Non-stop)

From: Tirana (Rinas Airport), Albania

To: Vienna, Austria

*Return Flight:*

Vienna to Tirana (OS 760)

Date: 26.11.2025

Departure: 23:20 Arrival: 00:50 (27.11.2025) (Non-stop)

From: Vienna, Austria

To: Rinas Airport, Tirana, Albania

The agency has informed me that only a small portion of the unused taxes has been refunded, but no official explanation or supporting documentation has been provided. Therefore, I kindly request from your side:

1.Confirmation of the ticket type and its cancellation/refund conditions;

2.

A breakdown of the amount deducted and the non-refundable portion;

3. Clarification on whether I am entitled to any additional refund according to your companys policy.

I appreciate your support and understanding in resolving this matter in a fair and transparent manner.

Sincerely,

Kayo SHA

+355672****56

Email: Ferzilet.osmeni@***.al

Hello
I am contacting you regarding my canceled trip. As I informed you earlier, I became ill before the travel date and sent you a medical certificate approximately two weeks prior to my departure.

At that time, I was told that the cancellation would be processed and that I would receive a refund.
Unfortunately, I have not received any refund or any update from your side.
Since the trip was canceled for documented medical reasons, I am requesting that my refund be issued as soon as possible. I kindly ask you to confirm the receipt of this message and inform me when the refund will be processed.
Thank you in advance for your assistance.
Kind regards
Dima Shebli

I have severe problems with your contractor Dolfi, about how they handled a case about a broken suitcase. It is a long story, but the gist is that they did bring the suitcase to a workshop, but did not repair it, did not bring back the suitcase to my hotel, did not bring a loan suitcase, and did not allow me to buy a new suitcase at their cost.

Therefore, I had to ask the hotel (Graz) to send my luggage by post to my hometown. Dolfi keeps saying that they cannot refund the costs (ca 80 euro) and are not open to discussing this issue further, while they put in their system: 'issue resolved.' I don't think that Australian Airlines appreciates this behavior, as the suitcase was broken during an Australian Airlines flight.

We were scheduled on flight OS 866 from CAI to VIE on June 1, 2025. We were in business-class row 1 and first to disembark the airplane.

The flight left 20 minutes late and upon arrival in VIE we waited 10 minutes on the plane for the stairs to be brought to the plane. Being the first to enter the first bus to the terminal we were the last to disembark the bus. The first bus was loaded and then did not move for 15 minutes while it waited for the 2nd bus to load and a few more passengers were then crammed into our bus before leaving. We then had to go through passport control toward the end of the line and security.

Knowing we were tight on time we made no bathroom stops and ran the full length of the terminal since the flight was at the far end only to miss the connecting flight by 5 minutes arriving at 7:05am.
Austrian told us that our 2 bags had been removed from the flight we missed and rebooked us on the evening flight OS429 and charged us an additional change fee of $622.92 on top of the $1,368.30 original ticket price.
We waited 12 hours in the airport for the evening flight on June 1st, which ended up being delayed for over 3 hours and then canceled after sending us to 9 different gates F07, 23, 06, 13, 06, 36, 20, 32, & 14. When the flight was canceled, we went to the Austrian desk at F02 and could not get any help, so we had to book a hotel online and take a taxi to the hotel then a return taxi back to the airport for the June 2nd morning flight OS421. We asked 2 different gate agents about our 2 bags and they both assured us that they would be on the flight with us.

We finally arrived in Nice with no bags.
Austrian has also failed to offer any compensation for the canceled flight, overnight lodging and taxi expense after trying to deal with the dumbest consumer service that could not give a damn. Worst airline ever!!!1

On April 25, I flew from Sofia to Bucharest via Vienna, Business Class. There was a 1 1/2 hr layover in Vienna.

You were incapable of getting my luggage from one F gate to another. Because of this, I was forced to spend 3 1/2 hrs in baggage claim in Bucharest waiting for the next flight. I had to do this because I was told that they could not guarantee delivery of the bag within 2 days. I was only in Bucharest for 2 days.

There was no help, and the email from your office only came many hours later after the bag had arrived. So a priority tag doesn't mean much.

I will not choose Austrian Air as a carrier except as a last resort.

Pat Powlesland