I've just made a round trip to the Middle East with Austrian (4 sectors) and encountered problems on two flights. All flights were in business class.
I thought it was worth sharing my experience here, so that other people can bear them in mind, if considering booking with AUA.
Problem #1 - 763 went tech on the outward leg VIE-DXB, this can obviously happen. However, Austrian substituted a 738, with euro seating without any pre-warning and just expected people to accept this.
Problem #2 - A321 went tech, with pax loaded, at VIE. After a delay of 1 hour, we were offloaded and informed they would aim to depart in a further hour (i.e. 2 hours delay.)
I had a London to Malta flight on a separate ticket (with 3 hours between flights and able to transfer airside, using flight connections) and it became clear to me that I would not make this with a 2 hour delay, in the event OS were 2 hours 25 minutes late at LHR. There was no availability with Air Malta on the evening flight.
OS staff were extremely unhelpful, telling me it was my problem and refused to do anything, apart from flying me to London, which would have been useless, as I could not get a ticket with KM until the next morning and it would have been very expensive, due to half term holiday demand.
Eventually I brow beat their duty manager in to flying me to Rome, instead (ticket to Malta and hotac much less expensive and also 2 hours nearer home) and I am sitting in a hotel room, writing up the travel insurance claim for the replacement flight and the hotel expenses.
So, ladies and gentlemen, that was my experience and I share it with you.
LeTigre - 10/02/2012 21:33 GMT
All expenses paid trip to Rome...am I dreaming?
Don't forget to charge any Trevi fountain expenses to the insurance company. (1p)
Try having some pasta in Trastevere, it's where all the locals go and does simply wonderful food. Perhaps afterwards you could explore the newly opened underground part of the Colosseum?
No matter what Austrian did to you, Rome is always a blessing and never a curse!
Hengli
Nice thoughts about Roma, but I'm here in the Fiumicino town, it's snowing heavily and blooming cold.
But on the other hand, I just had an excellent diinner of cured cianghiale meat and spaghetti vongole :-)
LeTigre - 10/02/2012 21:46 GMT
Well done, DoS, keep positive, it's only sad when it is arrivederci Roma.
Are you staying in Rome long or just one night?
Just one night, back to Malta at lunchtime, tomorrow (all being well) and then off to Dubai on Monday, back on Friday.
LeTigre - 10/02/2012 21:58 GMT
Will you ever feel settled?
I am jealous of your FFP status but not your family.
YiLuShunFeng as they say in China (may the road have peaceful winds).
And finally, a bad joke to cheer you up:
"If apes are our closest relatives, why don't they send Christmas cards?"
Hengli
I love that joke :-) Never heard it before, but it is hilarious, thanks for cheering me up.
Enjoy Rome Disgusted, just hope your run of bad luck does not culminate with the airport being closed due to the bad weather?
Tx Lugano
I think I'm going to be okay, judging from the Malta and FCO flight info.
Was a bit worried last night, though, there was a very impressive snow storm.
Bad luck/tech probs are part of the game, it's how the airlines respond that is the key. I shared Austrian's response, so the forum members would be aware.
Have a good day.
DoS
Sorry to hear about your missed connection, I have often thought about using Austrian for a BKK run..........perhaps may wait until there is something more positive to read.
With regards to your missed connection....
I am paranoid about these circumstances, as we all know the general lack of interest airlines have if the connection is on a separate ticket.
The biggest connection challenges I have are the ex-Europe departure connections (which have to be on a separate ticket) and connections in the States, after an international arrival.
For ex-Europe connections on a separate ticket, i.e. flying out to catch the first flight on the main ticket, I will travel out to the start point on the same aircraft as the inbound. i.e. for a Milan departure at 15.00, I will take the 12.05 London to Milan flight, no bags and also let the crew know, I am returning with them (not that they will wait, but at least they know).
With regards to a new ticket connection in the circumstances you mentioned DoS, i.e. a tech aircraft in VIE meaning you missed your London to Malta sector, (similar to me arriving in USA and missing the internal down to Florida), I try to buy through tickets, even if there is an additional charge, that way its the airlines responsibility.
3 hours should have been enough, bur "should" didn't happen this time.
Hope you are safe, sound and back with the family. This post is more for the others as I am sure you are aware of this.
PS a missed connection with access to the Singapore First Class lounge in Singapore, well thats something else. Spent many nights in transit, endless food, drink, wifi, shops, side rooms to sleep and showers - who needs a hotel!!!
KeaneJohn - 11/02/2012 12:32 GMT
All airlines have difficulties but surely the frequent travellers amonst us realise that an airline's responsibility is to get you to the destination on their ticket. In this cae VIE-LHR. It was the passengers own decision to arrange to fly on a seperate unconnected reservation 3 hours later which unfortunately were missed due to the airline going tech. |
In this case, I was led to believe that the responsibility of Austrian would have been to get you to London with the appropriate compensation for their delayed flight.
What would happen for example if god forbid Heathrow had had another 1cm of snow and 50% of the flights had been cancelled...
I rarely travel on connecting flights but when I do I make sure I am on a through ticket, or in the case of a transit at Sofia airport 2 years ago I allowed 10 hours and just used a day room at the Hilton for a relatively reasonable £50.
With regards to the VIE-DXB journey I am led to believe that you were rebooked on Emirates which in my mind would have more than made up for the aircraft substitution.
KeaneJohn
I shared this information so that people get a view of Austrian Airlines response to problems, not looking for sympathy.
Yes, they re-booked me on Emirates, but only after I refused to sit down and stopped them securing the cabin, leading to the duty manager being called to the aircraft. Anyone who dislikes that type of confrontation needs to know the circumstances leading to it.
As to the tech problem to London, on the one had it is not their responsibility to worry about my onward connection per se, but on the other hand, if you leave an aircraft outside in -15 degrees and then apply heat to the water pipes and experience a water leak (which I interpret as a burst pipe), it is difficult to argue that it is an extra-ordinary circumstance outside your control - would you treat your house pipes that way?
Once again, I got what I wanted (and I don't think it is unreasonable on a business ticket to expect some flexibility, especially when it costs them lilttle or nothing and is clearly their problem), but people who don't wish to have to engage in confrontation need to be aware of Austrian's attitude and consider this before booking.
Also, with the new approach from Europe that delays may be treated as cancellations under the sort of circumstances I experienced (rendered the purpose of the journey to be redundant), then I would have expected a more pragmatic response from Austrian.
Martyn
3 hours should be enough, but it wasn't and the travel insurance will pick up the tab. By getting to Rome, I can demonstrate that I mitigated the insurance company's losses, which is my responsibility.
"3 hours should be enough"
Agreed it should be, but sods low it wont be when you need it to be!!
