Frequently asked questions about Star Alliance Biometrics

There may be several reasons why you are unable to create a profile and register.

• The photograph taken for registration is very different from the one in your passport.
• The lighting conditions in your photo are inadequate. It is best to take the photo against a white background.
• Your country of origin doesn’t allow access to the biometric data in your passport (for example China or Russia).
• Liveness detection has failed. Star Alliance Biometrics uses this to check whether it is really a person who is being photographed to prevent the creation of fake profiles.
• You have not yet reached the minimum age of 18.

If the above frequent reasons do not help you, please contact Star Alliance directly. To contact Star Alliance, open the Star Alliance app and tap the cogwheel icon. Here you can submit your feedback and also find the customer service telephone number.

You only need to register once to use Star Alliance Biometrics permanently. However, please remember that your boarding pass must be linked to your profile before each flight. The best way to do this is to check in on the Austrian app. On your mobile boarding pass, scroll to the heading “Star Alliance Biometrics” and tap the “Connect Boarding Pass” button that appears.

The boarding pass is transmitted to the Star Alliance app and linked to your biometric profile. After this, you can start using the biometric services for your chosen flight.

You must have a valid passport to use Star Alliance Biometrics. Registration is not possible with your ID card.

Star Alliance Biometrics is available for passengers aged 18 and over.

Open the Star Alliance app and tap the cogwheel icon. Here you can submit your feedback and also find the customer service telephone number.

You only need to register once to use Star Alliance Biometrics permanently. However, please remember that your boarding pass must be linked to your profile before each flight. The best way to do this is to check in on the Austrian app. On your mobile boarding pass, scroll to the heading “Star Alliance Biometrics” and tap the “Connect Boarding Pass” button that appears.

The boarding pass is transmitted to the Star Alliance app and linked to your biometric profile. After this, you can start using the biometric services for your chosen flight.

Biometric identification by Star Alliance Biometrics is used to verify the identity of passengers at the airport by matching a photograph of your face taken at the airport with the photograph already stored.

Simply look into the camera at a designated biometrics contact point at the airport (currently at security checkpoint, lounge and boarding access points). The photos taken to match your identity are immediately deleted after successful matching.

You’ll be notified if any input from you is required at any of the contact points.

You’ll recognise the biometric access points from the Star Alliance Biometrics logo and the corresponding floor markings.

Even if you use Star Alliance Biometrics, you must carry your boarding pass with you at all times. There are still contact points where you need your boarding pass (e.g. border control). In addition, not all airports and access points are currently equipped with Star Alliance Biometrics.

Your biometric profile with Star Alliance Biometrics does not replace passport control at the airport. Please have your passport/ID card with you at all times. There are still contact points where you will need to identify yourself with your ID card or passport.

There may be various reasons why you cannot (or can no longer) be biometrically identified at the airport:

• The airport does not yet support Star Alliance Biometrics.
• Star Alliance Biometrics is not yet available at this access point. If this is the case, you’ll be asked to scan your boarding pass as usual. Currently, the technology is available at participating airports at many screening checkpoints, lounges and boarding gates. The expansion of the services is taking place during ongoing operations.
• The airline you are flying with does not yet support Star Alliance Biometrics.
• You haven’t linked your boarding pass to your biometric profile.
• The terms and conditions may have changed and your consent is still pending. Please check the notifications in the Star Alliance app.
• If you are wearing a cap, sunglasses or scarf, or if the camera is impaired by strong backlight, it may not be possible to identify you. If your outward appearance has changed considerably since you registered for Star Alliance Biometrics, this could also be a reason for non-recognition.

If none of the above-mentioned reasons apply to you, please contact Star Alliance directly. To contact Star Alliance, open the Star Alliance app and tap the cogwheel icon. Here you can submit your feedback and also find the customer service telephone number.

If biometric identification doesn’t work at one of the access points, you’ll be asked to scan your boarding pass.

Star Alliance Biometrics is a Star Alliance product. Your biometric profile is stored only in the Star Alliance app on your smartphone. Neither Star Alliance nor Austrian have access to your biometric profile data. Your data is only transferred to the respective airport’s database in compliance with the General Data Protection Regulation and used to identify you at the airport when you link your boarding pass to your biometric profile.

You can delete your biometric profile at any time. To do this, open the Star Alliance app and then open “My Profile”. If you delete your biometric profile, you will no longer be able to use Star Alliance Biometrics access points at the airport.

No, no photographs will be stored at the biometric access points if you are not registered for Star Alliance Biometrics.