Austrain – terrible customer serviceBack to Forum
AnonymousGuest10 May 2013
I was re-routed on an LHR – DNK last month resulting in a 10.5hr delay to arrival.
I put in a claim for compensation with Austrian under EU Passenger Rights. After a long email discussion, they have offered €200 in Austrian vouchers, citing that the delay was ‘outside of their control’.
However, the mitigating factor they are referring to is that weather delayed their inbound on the previous day meaning that my flight (6am next day) was delayed due to crew rest requirements. There’s an 8.5hr overnight gap between the flights – can they still play the ‘circumstances beyond our control’ card and ignore the EU Passenger Rights?
What’s worse is that two colleagues travelled on the same flight. They actually sent Austrain the exact same email as I did but had been travelling on redticket super-economy fares (I was regular economy). One got €400 compensation in cash, the other €200 in cash and I get €200 vouchers!
What do you guys think, where should i take this next?
Austrian contact center have started to simply ignore my mail, should I escalate to CAA EU Passenger rights complains arm?
Does anyone know whether there has been a ruling already about how long airlines can play the ‘external factors’ card for with these EU rights please?
Arleyguy10 May 2013
Arleyguy – For more information on the new EU ruling, suggest you read this article in the current issue.
Also this new EU ruling was covered in detail on last Wednesday’s BBC Watchdog.10 May 2013
You just need to ask again for a fair compensation. Copy a link to this forum just to let OS know that no fair compensation for you 10.5hr will be publicaly criticized because it is critisizable.
I used to have the same kind of problem with AF. It took me some time to get a compensation but I succeeded as one or your friend also did. The answer to your email was made by the wrong person; try again !10 May 2013
Hi ChristopheL – yeah, I generally don’t like to do that but it seams that with this inconsistency between how Austrian treats their customers, it’s dificult to see any other way!10 May 2013
CAA confirmed that they believe I’m entitled to compensation but Austrian still refuses to pay!
I’m going to pursue the matter through the EU small claims process. Will keep you posted.23 Jan 2014