A Problem With Austrian Airlines

[Bangkok Barry]

I'm seeking a bit of advice here, and offering some.

First, the offer. Avoid Austrian Airlines if you are planning a trip to Europe. Their fares are competitive, but although they advertise themselves as an airline for easy connections in Vienna, they did not wait for my connecting flight from London recently, even though it arrived at the next gate within five minutes of the departure time for the Bangkok connection. This stranded 16 of us in Vienna overnight. I was given a hotel room, but the Thais, with no visa for Austria, were forced to sleep in the floor.

Now, advice. I was flown back to London the next morning, and put on the Thai midday flight to Bangkok, where I arrived 15 hours late (without a suitcase, but that's another story). The airline tells me I am not due any compensation (except of an insulting 20 euros because I was not offered a phone call as rules dictate), because they arranged an alternative flight for me. I believe I AM due compensation because I was delayed 15 hours (the rules, I believe, refer to five hours and over). The airline already lied to me in the air, saying the BKK flight would be held, and the staff at VIE were as unhelpful as it was possible to be, so I'm not trusting anything they tell me.

Does anyone have any solid knowledge of the rules, please?

[taxout]

You can't get much more solid than the rules themselves:

http://www.iata.org/NR/ContentConnector/CS...ulation_261.pdf

Note that cash compensation under Article 7 is available in certain cases of "cancellation" and "denied boarding," but not "delay."

[PeaceBlondie]

My only experiences with Austria Air were last September. Flying into their hub and capital, they lost my baggage. And, they didn't credit me with my frequent flyer mileage for the return trip to BKK. So, even if I hadn't had Thai immigration problems on my return to BKK, I would have had to wait for my baggage, not trusting them to deliver it 240 km from the airport.

They weren't half as bad as Ryan Air, however. And even Aerlingus lost my baggage for about 72 hours.

[Bangkok Barry]

You can't get much more solid than the rules themselves:

Thanks for that. Quite useful. I was delayed 15 hours, through no fault of my own, and that is a fact, whether or not I was denied boarding or there was a cancellation. Something for me to ponder.

[jimbob]

I have never lost my baggage in transit but have gotten pretty fed up of waiting for that crappy little carousel to give me my bag back (especially when I used to smoke). Nowadays I just do carry on, I got one of those nice little wheely bags!

[jingjingna]

This is an unfortunate experience.

I would consider taking this further in any case based on the grounds that they flew you to the hub only to go back to your original point of departure!

If you have travel insurance great but if you don't threaten them with the BBC Programme "watchdog"..I am sure Anne Robinson would have a few bones to pick!

With cases like this you have to stand your ground, it's not everyday that this kid of performance happens..unless you're cabin crew!

All the best!

[ovenman]

I believe I AM due compensation because I was delayed 15 hours (the rules, I believe, refer to five hours and over).

Just a guess, but I have a sneaking suspicion that the airline's out in your situation will be that your connecting flight to Bangkok was not canceled, nor were you denied boarding. You were delayed and missed the connection. Austrian Airlines figures that they satisfied their obligations to you as set forth in Articles 8 and 9 of the rules, even though this compensation might not be to your satisfaction. I've had similar incidents flying with KLM through Amsterdam. What was done for me in those instances was pretty much what was done for you (i.e. the airline puts you up in a hotel for the night and feeds you).

[Bangkok Barry]

Thanks for your responses. I've written to them again stating that I was EFFECTIVELY denied boarding, and EFFECTIVELY delayed 15 hours, because they allowed the flight to leave without me, even though I had a through reservation.

My travel agent is also taking the matter up with the Bangkok station manager, and he is re-booking his young niece and a few of her friends that are due to fly to London in September to study.

Stupidly, they'll end up losing a great deal more money than if they had done the decent thing and paid up what I read to be 600 Euros.

[Maestro]

Does anyone have any solid knowledge of the rules, please?

You have already been given the link to the IATA rules. Attached is the EU regulation.

Go get the compensation to which you are entitled! Once the people at Austrian Airlines know that you know your rights, they will pay up without further delay, I hope.

---------------

Maestro

Flight_delay_compensation_261_2004_en.pdf

[Maestro]

Barry, I’ve read through the EU regulation now and Art. 7, para. 1 says you are entitled to EUR 600 compensation.

Look also at:

– Art. 1, para. 1, lit. c for the definition of “delay”

– Art. 2, lit. h for the definition of “final destination”

– Art. 16 about dealing with infringements of the regulation (the British Embassy should be able to give you the contact details of the body responsible for enforcement in the UK)

[Maestro]

The Virgin Atlantic site gives the contact details for the UK to report infringements of the EU regulation.

If you are dissatisfied with the assistance you were offered during your flight disruption and wish to contact the body responsible for the enforcement of the EC regulation please contact the Air Transport Users Council (AUC) at:

Air Transport Users Council

Room K202, CAA House

45-59 Kingsway

London. WC2B 6TE

UK

Tel: 0207 240 8061

Fax: 0207 240 7071

E mail [email protected]

[asanee]

[

Go to flyertalk.com, forums/points etc for this.

The point is; an EU airline, and when leaving from an EU airport, has to give thios compens, BUT ONLY IF THERE WERE NO MAJOR FORCES OR SO. Itas up to the airlines to decide in this, and you know pretty much how bisnis works.

Also; Dont assume too much; a 600 euro fare is PEANUTS for them: they can find many more willing customers paying more as that for the busy season late aug/sept, when any european wants to go back home after schoolholidays.Ive never had probs with them (but those were the times when it was LAUDA flying to BKK), and with my THAi gold ROP card I have access to their excellent lounge in Wien.

PLus; there IS a trsnithotel in Wien, where anyone can stay without Schengen visa, ost likely this was full though (its quite small).

But; if you can find that time and read all those fora, ANY airline has 1000s of same-same ching-ching stories from disgruntled customers. Ever, ver imagined that BA (is not that badways) holding a flight at LHR for a few latecomers????

[Maestro]

Ever, ver imagined that BA (is not that badways) holding a flight at LHR for a few latecomers????

If, for example, a BA flight from Dublin or Milan to LHR with 16 passengers connecting to a daily long-haul flight – to Bangkok, for example – were delayed a little I am sure that BA would hold the Bangkok flight for 10 minutes or even longer. In fact, I would bet that this happens quite often.

A delay in the departure of 10 minutes or even half an hour makes little or no difference for a flight of 10 hours or longer. Weather permitting, the pilot can regain this time quite easily and thus still arrive at the destination at the scheduled time.

It is short-range connecting flights that are usually not held for connecting passengers, particularly if the connection is to a destination to which there are many flights per day.

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Maestro