General Terms and Conditions of Carriage for Passengers and Baggage

Unless otherwise indicated from the wording or the context, the following expressions have the meaning indicated next to them below

• “We”, “our” and “us” denotes Austrian Airlines AG.
• “(Authorised) agent” is a passenger sales agent appointed by us to represent us for the sale of tickets.
  
• “Agreement” is the agreement to standardise specific provisions for carriage in international air traffic, signed in Montreal on 28th May 1999.
  
• “Airline code” is a code consisting of two characters or three letters allocated to the respective airline.
  
• “Connecting flight” is a flight of two or more consecutive, jointly-issued tickets, which together constitute a single Contract of Carriage.
  
• “Electronic coupon” is a coupon in electronic form or other document in our database.
  
• “Electronic ticket” is an itinerary/receipt issued by us, the electronic coupon or boarding pass.
  
• “Flight coupon” is the portion of the ticket bearing the remark “flight coupon” or “good for passage”, or in the case of electronic tickets, the electronic coupon; it indicates the particular places between which it entitles you to be carried.
  
• “Flight segment” is a portion of the carriage between two places which is carried out by us or another carrier.
  
• “Conjunction flight” is the planned interruption of your journey at a place between the departure and arrival airports.
  
• “Baggage” are your personal possessions which you bring with you in connection with your journey. Unless otherwise specified, this term refers to both checked and unchecked baggage.
  
• Checked baggage is baggage which is entrusted to us and for which a baggage tag is issued.
  
• Unchecked baggage is all other baggage.
  
• “Baggage tag” is a document issued by us to identify your checked baggage. It consists of a baggage tag which is attached to the baggage, and the baggage redemption tag given to you.
  
• “Force majeure” is unusual and unforeseeable circumstances beyond our or your control, the consequences of which could not have been avoided even if all due care had been exercised.
  
• “Itinerary/receipt” is a document or documents issued by us, containing the name of the passenger, flight information and other information.
  
• “Consumer” is any person who is a user as defined in Section 1 (1) of the Austrian Consumer Protection Act¹ in the currently valid version.
  
• “Carrier” is any carrier other than us, whose airline code appears on your ticket or your conjunction flight ticket(s).
  
• “Passenger” is any person, except members of the crew, carried or to be carried in an aircraft pursuant to a ticket (see also the terms “you” and “your”).
  
• “Passenger coupon” is a portion of the ticket which remains permanently in your possession.
  
• “Check-in deadline” is the time limit specified by us or the respective carrier by which you must have completed all check-in formalities and received your boarding pass.
  
• “You” and “your” means any person, except crew members, carried or to be carried in an aircraft pursuant to a ticket (see also the definition for “passenger”).
  
• “SDR” are Special Drawing Rights as defined by the International Monetary Fund (1 SDR is equivalent to EUR 1.24 as of 11 December 2019).
  
• “Days” are calendar days, including Sundays and bank holidays; providing that, for the purpose of notifications of damages, the day on which the baggage is received shall not be counted; and providing further that, for purposes of determining the duration of validity of a ticket, the day on which the ticket is issued or the flight is commenced shall not be counted.
  
• “Fare” is the remuneration to be paid for carriage of a passenger and baggage, and the conditions under which it is applicable.
  
• “Ticket” is either the document entitled “Passenger ticket and baggage receipt” or the electronic ticket; it includes the terms and conditions of contract and information, as well as the flight and passenger coupons.
  
• “Agreed stopping places” are places excluding the place of departure and the place of destination expressly defined as such, or are published as such in our itineraries.
  
• “Conditions of contract” are the excerpted conditions contained in (or delivered with) your ticket or itinerary/receipt, which are defined as such by reference to the General Terms and Conditions of Carriage for Passengers and Baggage as part of your Contract of Carriage.

1 = Austrian Federal law of 8 March 1979, BGBl [Austrian Federal Civil Code I] 140, which makes provisions for the protection of consumers in its currently valid version.

Except as provided for in paragraphs 2.2 and 2.3 of this Article, all the General Terms and Conditions of Carriage only apply to those flights or flight segments where the name of our airline or our airline code is indicated in the “Carrier/Flight” box of the ticket for that flight or flight segment.

When we issue a ticket for carriage over the lines of another carrier, we do so only as its agent. You can identify such tickets whenever our airline code is not indicated before the flight number.

If carriage is performed pursuant to a charter agreement, these General Terms and Conditions of Carriage apply only insofar as they are not amended or superseded by the Conditions of the Charter Agreement or the charter ticket.

We provide our service on many routes under arrangements known as “code shares” in cooperation with other carriers/transport companies, or “code share partners”. This means that even if you have concluded a Contract of Carriage with us and hold a ticket with our name or airline code on it, the carriage will be partly or entirely carried out by a code share partner. We will notify you about this at the time you make the reservation.

For code share services on flights operated by other carriers/transport companies, these General Terms and Conditions of Carriage shall also apply.

In the event that the flight is operated by a different carrier/transport company, you should familiarise yourself with the special characteristics, e. g. check-in times, provisions regarding the re-confirmation of bookings, requirements and policies regarding the carriage of unaccompanied minors, carriage of animals, refusal of carriage, oxygen devices, operational irregularities, and free baggage allowance/acceptance, etc. of the carrier/transport company operating the flight.

As we are aware how important it is for you to know the airline (operating carrier) you are actually flying with, we provide information about the identity of the operating carrier when you make your reservation. You will also be informed immediately if the operating carrier is changed.

Indirect sales channels such as travel agents or various internet providers, over which we have no influence, are also obligated under Art. 11 of Regulation (EC) number 2111/20052 to inform you at the time of reservation of the operating carrier and/or to notify the passenger if the operating carrier is changed.

You can find the EU list of carriers which are subject to an operating ban within the European Community at

2 = Pursuant to Regulation (EC) No. 2111/2005 of the European Parliament and the Council of 14 December 2005 relating to the establishment of an EU list of air carriers subject to an operating ban within the Community, as well as the notification of passengers regarding the identity of the operating airline companies and the repeal of Article 9 of Directive 2004/36/EC.

3.1.1. We will only provide carriage to passengers named on the ticket; you may therefore be asked to produce appropriate documents verifying your identity at any time.

3.1.2. Tickets are not transferable.

3.1.3. Tickets are and remain our property at all times.

3.1.4. Except in the case of an electronic ticket, you will not be entitled to carriage on a flight unless you are in possession of a valid ticket with a valid flight coupon for that flight and all other unused flight coupons, as well as the passenger coupon. Furthermore, you will not be entitled to carriage if your ticket has been altered in any way other than by us or one of our agents. In the case of an electronic ticket, you will not be entitled to carriage unless you can provide positive identification and a valid electronic ticket has been duly issued in your name.

3.1.5. The ticket is valuable, so you should take all appropriate measures to ensure that it is neither damaged nor stolen.

3.2.1. A ticket at the standard fare remains valid for carriage for one year, calculated from the start of carriage or from the date of issue, as long as the ticket has not been partially used for carriage. A ticket at any other fare than the standard fare is only valid for carriage or refund for the period stated in the carrier’s conditions, in the fare for carriage, or on the ticket itself.

3.2.2. If you are prevented from continuing your journey after its start within the period of validity due to illness, we can extend the period of validity of your ticket. However, this extension is only possible up to the time that you are fit to travel once again or until our first flight after this date from the place where your journey was interrupted, depending on what seats are available and exclusively in the class of service for which the ticket was issued. Such illness must be confirmed by a medical certificate. If the flight coupons remaining in the ticket, or in the case of an electronic ticket, the electronic coupon, involve one or more stopovers, the validity of such a ticket can be extended for not more than three months from the date shown on the ticket. Under these circumstances, we will similarly extend the period of validity of tickets of other members of your immediate family accompanying you.

3.2.3. In the event of the death of a passenger during their flight, the tickets of persons accompanying the passenger may be modified by waiving the minimum stay requirement or extending the ticket’s period of validity. In the event of a death in the immediate family of a passenger who is on a flight, the validity of the passenger’s tickets and those of his or her immediate family who are accompanying the passenger may likewise be extended. Any such extensions shall be made only upon receipt of a valid death certificate; and any such extension of the validity shall be for a period no longer than 45 days from the date of the death.

3.3.1. A flight ticket comprises one or more flight coupons. Each flight coupon is issued for exactly one sector. For example: a ticket from Munich to New York and back with the sectors Munich – Vienna, Vienna New York, New York – Vienna, Vienna – Munich comprises four flight coupons or one ticket. In the same way, the flight Vienna – Munich and Munich – Vienna comprises two flight coupons or one ticket, regardless of any stopover in Munich. The ticket you have purchased is only valid for the sequence of carriage shown on it. The amount you paid is based on our fares and is specially calculated based on the travel dates you have selected and the sequence of travel. Therefore the calculated price applies only to the sequence of carriage shown on the ticket. This represents an important element of our contract with you. Due to the market situation, fares consisting of several flight coupons can be less expensive than the respective individual flight sections. To prevent these cheaper fares from being undermined, Austrian Airlines has made it a condition of carriage that the sectors are to be flown in the sequence of carriage shown on the ticket.

3.3.2. If you have chosen a fare that requires observance of a fixed flight coupon sequence, please note that if carriage is not used on all individual legs, or not used in the sequence specified on the ticket, with otherwise unchanged travel data, we will recalculate the fare according to your amended routing. The fare will thereby be determined in accordance with the fare you would have had to pay for your actual routing in your price group on the day of your booking. This fare may be higher or lower than the fare you originally paid.

If the price group you originally booked was not available for the altered routing on the day of the booking, the cheapest available former price group for your altered routing will be taken as the basis for the recalculation.

If a higher fare would have been determined on the day of the booking for your altered routing, we will subsequently collect the difference, taking into account the fare already paid. Please note that we may make carriage dependent on whether you have paid this difference in price.

If you have a refundable ticket, as defined by the fare conditions, and have still not flown a single segment of it, you are entitled to request a refund of the ticket price in accordance with fare conditions. This means that you will forfeit your entitlement to carriage.

Article 3.3.2 does not apply to the carriage of passengers resident in Austria.

3.3.3. The following applies to the carriage of passengers resident in Austria:

If you have chosen a fare that requires observance of a fixed ticket sequence, please note that if carriage is not used on all individual legs or not used in the sequence specified on the ticket, with otherwise unchanged travel data, we will recalculate the fare in accordance with your amended routing. This does not apply if your travel plans simply change or if you are prevented, due to force majeure, illness or for another reason for which you are not responsible, from commencing carriage on all legs or on individual legs in the order indicated on the flight ticket. Whenever possible, kindly notify us of the reasons for such changes as soon as you become aware of them. In the event of a recalculation, the fare determined will be based on the fare you would have had to pay for your actual routing in your price group on the day of your booking. This fare may be higher or lower than the fare you originally paid.

If the price group you originally booked was not available for the altered routing on the day of the booking, the cheapest available former price group for your altered routing will be taken as the basis for the recalculation.

If a higher fare would have been determined on the day of the booking for your altered routing, we will subsequently collect the difference, taking into account the fare already paid. Please note that we may make carriage dependent on whether you have paid this difference in price.

The additional price can be requested at any time by contacting our call centre or your booking office.

Please send written enquiries using our contact form.

If you have been issued with several identical tickets (i.e. tickets with identical dates, identical sequence of use of flight coupons, identical passenger names or identical fares), we are entitled to cancel the surplus flight segments so that only one itinerary remains.

Fares only apply to carriage from the actual place of departure to the final destination, unless expressly agreed otherwise. Fares do not include ground transport services between airports or transport between airports and city terminals. Fares are calculated in accordance with our tariffs in effect when concluding the Contract of Carriage. Should you change your itinerary or dates of travel, this may have an impact on the fare to be paid.

Applicable taxes, fees and surcharges imposed by governments or other authorities or by airport operators shall be payable by you. At the time you purchase your ticket, you will be advised of the taxes, fees and surcharges which are not included in the fare.

Fares and surcharges are payable in the currency of the country in which the ticket is issued, unless another currency is indicated by us or our agents upon or before payment (e.g. because conversion into the local currency is not possible). We may, at our discretion, accept payment in other currencies.

5.1.1. General
Bookings can be made online on our website www.austrian.com or via our official app, by telephone by calling our call centre using the service number​ +43 5 1766 1000 (Monday to Sunday, 08:00 a.m. – 08:00 p.m.) and in person at our ​ticket offices. The Contract of Carriage between us is concluded once you have made us a legally binding offer and we have accepted this offer.

5.1.2. Specific features when booking online
When booking on the website www.austrian.com or via our official app, by clicking on the button “Buy now” or a similarly named field, you are making a legally binding offer to conclude a Contract of Carriage. This Contract of Carriage is concluded when you receive our passenger receipt. The agreement is complete when the Austrian passenger receipt, which can be saved and printed, appears on your screen, or when the passenger receipt is sent by email to the email address you have provided (whichever occurs first).

5.1.3. Specific features when paying by cash
When you choose cash as a payment method, our acceptance of your offer and the Contract of Carriage that is concluded is subject to the condition that you pay for the ticket within 24 hours of making your offer; however, where departure is within 24 hours of submitting your offer, you must pay two hours before departure at the latest. Where timely payment is not made, the Contract of Carriage shall not come into effect.

5.2.1. Data protection
We process your personal data exclusively within the framework of statutory requirements, and always only insofar as this is required to fulfil our contractual obligations or where there is an explicit statutory authorisation or obligation to use the data. Therefore, we process your personal details only for the purpose of your purchase and payment of your relevant ticket, for our fulfilment of the Contract of Carriage and all associated additional services, as well as the implementation of entry and customs procedures. You will find further information on our website under Data Protection.

5.2.2. Collection of contact details
In accordance with Regulation (EU) No. 996/2010³, we offer you the option of naming a contact person on our website and providing their name and telephone number or email address; they will be notified should an aircraft accident occur. These details will be used exclusively for this purpose and will be deleted after the last flight you have provided. Please note that this data is not linked to the reservation and if you rebook, the data must be re-entered.

3 Regulation (EU) No. 996/2010 of the European Parliament and the Council dated 20 October 2010 on the investigation and prevention of accidents and incidents in civil aviation and repealing Directive 94/56/EC.

5.3.1. Seat reservation subject to a fee
If you have paid for your seat reservation, you are entitled to a certain seat category (window, aisle or middle seat, extra legroom seat, a seat in the preferred zone, or a privacy seat). In the event that we have to rebook your flight, if your flight is cancelled, or in the event of changes made by us for operational, safety, security or other reasons, we will refund you the amount paid for your reservation if your desired seat category is not available. If you cancel or rebook your ticket, the amount paid for the seat category reservation will not be refunded.

5.3.2. Complimentary seat reservation
In the case of a complimentary seat reservation, we will endeavour to honour advanced seating requests; however, we cannot guarantee any specific seat. Even after the boarding of the aircraft, we retain the right at all times to assign you a seat or to change an assigned seat. This may be necessary for operational, safety, or other reasons.

In any event, you should always check the reconfirmation requirements of any other carriers involved in your journey. Where it is required, we request that you reconfirm your flight with the carrier whose code appears in the “Carrier/Flight” box on your ticket.

6.1. The latest check-in times vary from airport to airport: We therefore recommend that you inform yourself about these times in advance and observe the deadlines. Your journey will be smoother if you leave yourself ample time to carry out the entire check-in process calmly. We reserve the right to cancel your booking if you do not comply with the check-in times. We or our agents will be happy to inform you about the check-in times for your first flight. You can also find these times in our itineraries. However, you must inform yourself about every subsequent onward or return flight on your journey.

6.2. You must be at the boarding gate no later than the time specified to you when you checked in.

6.3. We may cancel your booking if you fail to arrive at the check-in counter or the boarding gate in good time.

In the reasonable exercise of our discretion, we may refuse to carry you or your baggage on our flights, providing we have previously notified you in writing. Under such circumstances, you will of course be entitled to a refund of the price of the flight.

We may also refuse to carry you or your baggage if one of the following has occurred, or we have well-founded reasons to believe it will occur:

• 7.1. to the extent this action is necessary to comply with national or international regulations; or
  
• 7.2. your carriage or that of your baggage may jeopardise or threaten the security, health or the comfort of passengers or crew; or
• 7.3. your mental or physical condition, including your impairment due to alcohol or drugs, presents a hazard or risk to yourself, other passengers, the crew or to property; or
• 7.4. you have committed misconduct on an earlier flight, and we have reason to believe that such conduct may be repeated; or
• 7.5. you have refused to submit to a security control; or
• 7.6. you have not paid the applicable fare, taxes, fees or surcharges; or
• 7.7. you do not appear to have valid travel documents, or you are seeking to enter a country which you are only entitled to transit, or for which you do not have valid travel documents, you have destroyed your documents during the flight, or you refuse to surrender them to the flight crew – in return for a receipt of confirmation of this – when so requested; or
• 7.8. you present either to us or to one of our agents a ticket which has been acquired unlawfully, or which has been reported as stolen, or you cannot prove that you are the person named in the ticket; or
• 7.9. you fail to observe our safety and security instructions or signs, or other instructions.
  

Depending on your fare, you can carry specific amounts of free baggage.

You will be required to pay a surcharge for the carriage of baggage in excess of your free baggage allowance. Information on this service is available from us upon request.

8.3.1. You may not include in your baggage:

• 8.3.1.1. Items which are likely to endanger the aircraft, or persons or objects on board the aircraft, in particular those specified in the “Dangerous Goods Regulations” of the ICAO (International Civil Aviation Organisation), and those of IATA (International Air Transport Association) and in other regulations (further information is available on request);
• 8.3.1.2. Items, the carriage of which is prohibited under the applicable laws, regulations and other provisions of the country of departure or the country which is being flown over or to;
• 8.3.1.3. Items which we consider to be unsuitable for carriage as baggage because they are dangerous, unsafe, or by reason of their weight, size, form, shape, or their fragile or perishable nature; information about unacceptable items is available from us on request.

8.3.2. Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as baggage. Firearms and ammunition for hunting and sports purposes may be accepted as checked baggage in accordance with our conditions, where firearms are unloaded with the safety catch on, as well as suitably packed. The carriage of ammunition is subject to the regulations specified above in Article 8.3.1.1.

8.3.3. Weapons such as antique firearms, swords, knives, etc. can be accepted as checked baggage at our discretion, but are not permitted in the cabin of the aircraft.

8.3.4. If your baggage contains any objects as described in 8.3.1 and 8.3.2, we are not liable for loss or damage to these objects, provided that such loss or damage is not caused by grossly negligent or wilful behaviour on our part.

8.4.1. We reserve the right to refuse carriage of objects specified in Article 8.3 and may refuse the further carriage of any such objects discovered during carriage. We also reserve the right to refuse the carriage of baggage which weighs more than the permitted baggage allowance and which was not confirmed by us for the announced route at the start of the journey, or where the applicable surcharge has not been paid (for example, for excess baggage or sports baggage). You are responsible for the further disposal of refused baggage, and we assume no liability.

8.4.2. We may refuse to carry as baggage any items we deem unsuitable for carriage due to their size, shape, type, weight and contents, or for safety or operational reasons, or for the comfort of other passengers. Information about items unsuitable for carriage is available from us upon request.

8.4.3. We may refuse to accept baggage for carriage if, in our reasonable opinion, it is not properly and securely packed. Information about unacceptable packing is available upon request.

We may insist for security reasons that you permit a search or screening of your person and a search or screening of your baggage. Even if you are not present, your baggage can be searched in order to determine whether you are in possession of, or whether your baggage contains any items described in Article 8.3 above. If you are unwilling to comply with such a request, we can refuse carriage for you and your baggage. In the event that a search or scan causes damage to your baggage, we shall not be held liable for such damage except in the case of intent or gross negligence.

Upon delivery to us of the baggage that you wish to check, we will take it into our custody and issue a baggage tag for each piece of checked baggage.

8.6.1. Each item of checked baggage must have your name or other personal identification affixed to it.

8.6.2. Your checked baggage will be transported in the same aircraft in which you are carried, unless this is not possible for safety reasons. In this case, your checked baggage will be transported on a subsequent flight operated by us or one of our partner airlines, and will be delivered to you at the place you are staying, unless your presence is required for customs inspection.

8.7.1. Please note the maximum dimensions and maximum weight for unchecked baggage. Furthermore, it must fit either under the seat in front of you or in the baggage compartment, otherwise it must be checked. Depending on the fare, checking baggage may incur additional costs.

8.7.2. Items not suitable for transportation in the hold (such as musical instruments) and which do not meet the requirements of Article 8.7.1, can only be accepted for carriage in the cabin if you have given us advance notice and we have granted permission for carriage. We will request you to pay a separate charge for this service. Information on this service is available from us upon request.

8.8.1. You are obliged to take receipt of your baggage as soon as it is made available at the destination airport or stopover location. In the event that you do not collect the baggage within five days either of its arrival or of the time at which you are advised of its arrival, we are permitted to collect a storage fee. The storage fee is equivalent to the fee that would be paid at the respective airport for the safekeeping of your baggage, up to a maximum of EUR 10 per day. Should you fail to claim your checked baggage within a three-month period after it is made available, we may dispose of it with no liability for subsequent damage. This exclusion of liability is only applicable to consumers where the failure to collect the baggage is not a result of deliberate or grossly negligent actions on our part. Should there be any fees owed, we will deliver your baggage against payment of the outstanding fees.

8.8.2. Only the bearer of the baggage receipt is entitled to delivery of the baggage. We are, however, not responsible for checking that the bearer of the baggage receipt is the rightful recipient of the baggage to be delivered.

8.8.3. If a person claiming checked baggage is unable to produce the baggage receipt, we will deliver the baggage to such person only on the condition that we are satisfied that this is the rightful owner of the baggage.

8.9.1. The carriage of dogs, cats and other pets is subject to our approval and the following conditions:
The animals must be properly crated and accompanied by current health and vaccination certificates, entry permits, and other entry or transit documents required by the respective countries. We reserve the right to determine the manner of carriage and to limit the number of animals which may be carried on a flight.

8.9.2. The weight of the animals, including the weight of transport containers and any food carried, is not included in the passenger’s free baggage allowance. Excess baggage charges must be paid for carriage.

8.9.3. A recognised assistance dog required for the passenger will be carried free of charge and, whenever possible, in the cabin; please see paragraph 8.9.5.

8.9.4.On flights to and from the United States of America, Austrian Airlines guarantees, within the scope specified by 14 CFR Part 382 and other legal specifications, the free-of-charge carriage of an assistance dog by a person with a disability, if the accompaniment by an assistance animal is necessary in order to support the passenger when carrying out work or tasks in their favour. For the carriage, the applicable prerequisites can be viewed at:

Austrian Airlines only accepts dogs as assistance animals. A passenger with a disability who is travelling with an assistance dog is fully responsible for the safety, health, well-being and behaviour of the assistance dog. This also applies to the interaction of the assistance dog with other passengers and crew members while it is on board the aircraft or in the gate area. A passenger with a disability who is travelling with an assistance dog is solely responsible for compliance with all governmental laws, regulations and requirements which apply in the country, state or territory from and/or to which the assistance dog is being transported, and/or laws and regulations that may apply at an intermediate destination of the passenger. This applies in particular to any required health certificates, permits and vaccinations. The passenger is also liable for any expenses incurred or consequences resulting from a failure to comply with such laws and regulations, which may include placement of the assistance dog in quarantine on arrival.

8.9.5. Please note that to ensure the safe and undisturbed operation of the flight, your animal must be trained to behave well in a public space. We allow you to take your animal with you in the cabin only under the condition that it is obedient to your commands and behaves appropriately. If your animal does not behave in an appropriate manner, it may be transported in the cargo hold (subject to the availability of a transport container), or we may refuse carriage.

Animals travelling in the cabin (including their transport container, when appropriate), must fit in the footwell of your seat and be suitably secured throughout their entire stay on board.

8.9.6. You are responsible for the safety, health and behaviour of your animal and accept liability for all entry, exit, health and other regulations that apply to the entry into or transit through the respective countries.

You are liable for all costs resulting from non-compliance with these responsibilities, as well as for all damage caused by the animal accompanying you, and you release us from any liability, except where we have caused the damage in a grossly negligent or wilful manner.

We strive to the best of our abilities to avoid cancellations, denied boarding due to overbooking and delays to flights. However, in the event that a flight is delayed or cancelled, or if you are denied boarding due to overbooking, you can make claims in accordance with Regulation (EC) No. 261/2004 establishing common rules for compensation and assistance to passengers in the event of denied boarding and of cancellation or major delays to flights, and repealing Regulation (EEC) No. 295/91.

We will refund a ticket or any unused part thereof in accordance with the applicable fare conditions, as follows:

• 10.1.1. We are entitled to make a refund either to the person named on the ticket or to the person who has paid for the ticket, subject to presentation of satisfactory proof of this.
  
• 10.1.2. Except in the case of a lost ticket, refunds will only be made on surrender of the tickets and all unused flight coupons.
  

If you are entitled to claim a refund for reasons other than those stated in Article 9, the amount of the refund is calculated as follows:

• 10.2.1.. if no portion of the ticket has been used for a flight, the fare paid, less applicable cancellation fees, will be refunded in accordance with the applicable fare conditions;
  
• 10.2.2. if a portion of the ticket has been used for a flight, the refund will be the difference between the fare paid and the fare for the part of the route which the ticket has been used for, less applicable cancellation fees, in accordance with the applicable fare conditions.

• 10.3.1. If you lose a ticket or a portion of it, and furnish us with satisfactory proof of the loss and payment of a reasonable administration charge, we will refund the ticket price after expiry of the validity period of the ticket, on the condition:
• 10.3.2. If we or our agents lose the ticket, we will of course replace it.

We may refuse refund of a ticket which has been presented to us, or to government officials, as evidence of your intention to depart from that country, unless you establish to our satisfaction that you have permission to remain in the country or that you will depart from that country using another carrier or another means of transport.

We reserve the right to issue the refund in the same manner and in the same currency used to pay for the ticket.

Refunds will be made only by the carrier or its agents who originally issued the ticket.

If in our considered opinion you conduct yourself on board the aircraft such that

• the aircraft, other persons or property on board or objects are endangered,
• you obstruct the crew in the performance of their duties or fail to comply with their instructions, including but not limited to smoking, the consumption of alcohol and drugs, or
• you behave in a manner that causes inconvenience, discomfort, damage or injury to other passengers or the crew,

we may take such measures as we deem necessary to prevent such behaviour. In these cases, we can stop at any place in your journey for you to be disembarked from the aircraft, and refused onward carriage, and we may institute civil and criminal action for your conduct on board.

We also reserve the right to collect your personal details for the purposes of legal prosecution.

The crew can order the stowage of objects (including “light” electronic devices) during taxiing, take-off and landing which, in the crew’s judgement, may endanger safety due to their size, shape, or weight.

The use of portable electronic devices up to 1 kg (2.2 lbs) in weight, such as smartphones, e-readers (e-books), compact cameras, mobile telephones, “ultra-lightweight” notebooks, tablets, portable audio equipment, CD/DVD/MP3 media players or electronic games (“portable electronic devices”), is permitted during your entire time on board, providing all transmitting functions remain deactivated and the device remains in flight mode (the exception from this is the activation of Wi-Fi solely for the use of Austrian FlyNet); however, if such devices weigh more than 1 kg (2.2 lbs) or cannot fit in the seat back pocket due to their size (such as standard laptops), these must remain turned off and stowed during taxiing, take-off and landing. Electronic devices must remain switched off if they are not accessible for deactivation during the flight (e.g. an electronic device in checked baggage). For safety reasons, the use of other electronic devices with transmitting functions (such as remote-control toys and walkie-talkies) is prohibited. Hearing aids and heart pacemakers can of course be used without restrictions.

Where it may be necessary for safety reasons, the use of electronic devices can be prohibited by the crew.

12.1. If we make arrangements for you with a third party to provide various services other than carriage by air, or if we issue documents relating to carriage or services provided by a third party (“additional services”), such as, for example, hotel reservations or car rental, in doing so we act only as your agent. The contract is made directly between you and the relevant third party. We are not a partner in this contract.

12.2. For bookings of Austrian myHoliday Packages, a contract will be established, mediated by us, for the services of the relevant package between you and the respective contractual partner selected. Claims arising from this contractual relationship exist exclusively and directly between the contractual partners. With regard to Austrian myHoliday Packages, we are solely a facilitator of your contractual partner for the flight and/or transport, where this is provided by us directly or jointly with a code share partner. With regard to all other services offered, we act exclusively as an intermediary. Please note that the Austrian myHoliday Packages are only available in conjunction with an Austrian Airlines flight. It is not possible to make a booking without a flight.

13.1.1. You are solely responsible for obtaining all the required documents and visas for your journey, and for complying with all laws and requirements of the countries in or out of which or through which you are travelling.

13.1.2. We shall not be held responsible for the consequences that result from your failure to obtain such documents, or your non-compliance with these laws or requirements.

Prior to travel you must present all exit, entry, health and other documents required by law, regulation or other requirements of the countries concerned, and permit us to make and retain copies thereof.

We reserve the right to refuse carriage to you if you do not comply with these requirements, or if your travel documents do not appear to be in order. We are not liable if, in good faith, we are of the opinion that in our view decisive regulations do not allow your carriage, which we therefore refuse. Furthermore, we are not liable for damages that arise from non-compliance with formalities if you were accepted for carriage despite your non-compliance.

If you are denied entry into any country, you will be responsible for paying all resulting expenses and fines, or any charges levied against us, as well as the cost of your repatriation transport from that country. In this case, we will not refund the fare paid for carriage to the point of your denied entry.

If we are required to pay any fines or costs for your detention, or if we incur other expenses by reason of your failure to comply with the entry, exit or transit regulations of the country concerned, or your failure to produce the required (travel) documents, you must reimburse us on demand any amount paid or expenditure incurred in connection with this. We may use any monies paid by you to us for carriage not used or your property in our possession for this purpose.

Furthermore, we reserve the right to take all necessary measures in order to ensure that payment is made.

If required, you must attend the inspection of your checked and unchecked baggage by customs or other government officials. We are not liable for any damage suffered by you in the course of such an inspection or through your failure to comply with this provision.

You must submit to all security controls imposed by the authorities, airports, the carriers or us.

If carriage is performed by us and other carriers under one ticket, in relation to the Agreement, this is considered to be a single operation. However, your attention is drawn to Article 15.3.2 in relation to this.

With regard to our liability for damages, both the Agreement and Regulation (EC) No. 889/2002 are the applicable laws (all legislation in its currently valid version).

15.2.1. Our liability for damage is reduced, in whole or in part, by any negligence on your part which causes or contributes to the damage.

15.2.2. If we issue tickets for carriage on flights of another carrier, or if we check baggage for carriage on another carrier, we do so acting only as agent for the other carrier. With respect to checked baggage, you have the right to file a claim for damages against either the first or the last carrier.

15.2.3. We are not liable for damages arising directly or indirectly from our compliance with applicable laws or government rules, regulations or ordinances, or from your failure to comply with the same, or which arise from circumstances for which we are not responsible.

15.2.4. Our liability shall in no case exceed the amount of the proven damage. We shall not be liable for indirect or consequential damages or for damages of a penal nature. This exclusion of liability is only applicable to consumers where we have not caused the damage deliberately or through gross negligence and the interests of the consumers affected by this damage were not known to us at the time of the conclusion of the contract.

15.2.5. Exclusions or limits of our liability apply also to our agents, employees, and representatives, as well as to every person whose aircraft we operate, including their agents, employees and representatives. The total amount recoverable from us and the named persons shall not exceed the maximum amount of our own liability limits.

15.2.6. Notwithstanding the conditions of Article 15.4.2, we shall not be liable if we furnish proof that we, our people and other persons that we manage to fulfil the Contract of Carriage undertook all necessary measures to guard against the damage, or that we were unable to take such measures.

15.2.7. Nothing in these provisions of the General Terms and Conditions of Carriage shall waive any exclusion limitation of our liability under the Agreement or applicable laws.

15.3.1. Unlimited liability
Our liability for damages caused by death, injury or damage to the health of a passenger by an accident on board an aircraft, or when boarding or disembarking the aircraft is in basically unlimited in amount.

15.3.2. Renunciation of liability exemption
For damages up to the amount of 128,821 SDR (equivalent to EUR 160,309.80 as of 27 December 2019), we waive the liability exemption by virtue of proof under Article 20 of the Agreement.

15.3.3. Advance payments
In the event that damages occur, we will promptly, in any case no later than 15 days from the determination of the identity of the natural person entitled to compensation, make an advance payment towards the amount of damage for compensation necessary to cover immediate financial needs. In the event of the death of a passenger, this prepayment amounts to a minimum of 16,000 SDR (equivalent to EUR 17,424.00 as of 4 January 2010). This prepayment shall be deemed a partial payment towards the final compensation amount.

15.3.4. Exclusion of liability
If we undertake your carriage, despite the fact that this carriage constitutes a danger to you due to your age, your mental or physical condition, or this danger is to be feared, we shall not be held liable for damage to the extent that this has been caused in whole or in part by this condition. If the carriage could represent a danger to you for these reasons, you are obliged to inform us in advance in order to enable us to examine the options for risk-free carriage.

15.4.1. Our liability for baggage is limited to the amount of 1,288 SDR (equivalent to EUR 1,602.84 as of 27 December 2019) per traveller.

These limits to liability do not apply if it can be proven to us that the damage has been caused by an act or a failing on our part, or that of our employees, either maliciously or carelessly, and in the knowledge that this would probably cause damage; in the case of an act or a failure by our employees, it must also be proven that this person was acting in the performance of their duties.

15.4.2. We are not liable for damage caused by items inside your baggage. If these objects cause damage to another passenger’s baggage or to our property, you shall be responsible for the repayment of all resulting damages and costs to us.

15.4.3. In the event that any objects as mentioned in 8.3.1 and 8.3.2 are located in your baggage, we are not liable for the loss or damage of these objects, providing that loss or damage was not caused as a consequence of our gross negligence or wilful behaviour on our part (see also Article 8.3.4.).

Acceptance of baggage without complaint at the time of delivery is sufficient evidence that the baggage has been delivered in good condition and in accordance with the Contract of Carriage, unless you prove otherwise.

If you wish to file a claim or an action regarding damage to checked baggage, you must notify us as soon as you discover the damage, and at the latest, within seven days of receipt of the baggage. Similarly, if you wish to file a claim or an action regarding delayed delivery of checked baggage, you must notify us as soon as possible, and at the latest within 21 days from the date that the baggage has been placed at your disposal. Each notification must be made in writing and must be sent within the time limits mentioned above.

Any right to damages shall be extinguished if an action is not brought within two years of the date of arrival of the aircraft at the destination, or the date on which the aircraft was scheduled to arrive at the destination, or the date on which the carriage was interrupted. The calculation of the period of limitation shall be determined by the law of the court where the case is heard.

Carriage of you and your baggage is provided in accordance with certain other regulations and conditions applying to or adopted by us. These regulations and conditions, subject to change from time to time, are important and concern, among other things, the carriage of unaccompanied minors, restrictions on the carriage of electronic devices, the consumption of alcoholic beverages on board, etc.

The title of each Article is for convenience only, and is not to be used for interpretation of the text.

None of our agents, employees or authorised representatives is entitled to supplement or amend, or waive the application of the General Terms and Conditions of Carriage or other conditions.

If no court of jurisdiction is designated under the provisions of the Agreement or other applicable laws, legal action can only be brought against us at the competent court in Vienna. The statutory provisions apply to legal actions taken against us by consumers.

Irrespective of the jurisdiction of the general courts, consumers may also appeal to an organisation for alternative dispute resolution:

The European Commission has set up a respective dispute resolution platform for online bookings at:

Regardless of whether the booking is made online or by another method, consumers may appeal to one of the following organisations for alternative dispute resolutions:

Linke Wienzeile 4/1/6
A-1060 Vienna
+43 1 5050 707 740

Complaints may be filed by post, or by fax to +43 1 5050707 180.

Complaints may be filed online at:

We participate in dispute resolution proceedings at a consumer conciliation board. The relevant consumer conciliation board is Schlichtung Reise & Verkehr e.V. (German Conciliation Body for Public Transport), Fasanenstrasse 81, D-10623 Berlin, Germany.

The European Commission also provides a platform for Online Dispute Resolution (ODR) that can be used for complaints. You will find this platform at http://ec.europa.eu/consumers/odr/