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“Charming staff but....”
Review of Austrian Airlines


Reviewed 23 February 2018

It was a good flight. In time, direct, no Problems. But see it that way - I like this Airline very much, it has a lovely atmosphere, but boy, they need more than one touch up !
The entertainment system is stone age, air System blows you cold air in the neck
without any Chance to stop it, and if you do not have the Chance to book premium
economy or at least a seat in the Exit row ( I could ! ).
, you better be a midget to stay comfortable for a long flight.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
Thank ABC2412
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 22 February 2018

We used to love flying with Austrian but this last flight with Austrian and the horrible treatment we received from one of their attendants has made us decide that we will never fly with Austrian again. Frankly we even had plans to visit Austria but after such behavior we changed those plans too, after all if this is the quality of people and service Austrian Airline puts out there to represent itself and their beautiful country then neither will earn our money. These days there are a lot of airlines that do want clients and do know how to provide service, so if Austrian is not interested in keeping its loyal clients then they have plenty of competitors who would love to get Austrian’s former clients.
While we did not come across even one good attendant on this flight, there was especially one flight attendant that made the experience horrible. The flight attendant that behaved horribly towards us was Petra Schony. We have been flying for many years and this was the worst flight attendant we ever came across. Here’s what happened:
In the middle of the flight the screen stopped working, we managed to bring it back to working condition but after a few minutes it stopped again and nothing worked in trying to fix it so we pressed the call button but no attendant showed up. We pressed the call button for both of our seats, and between the two of us we had to press it more than 5 times and still no one showed up. After waiting more than 10 minutes and repeatedly pressing the call button we saw an attendant walking by so we politely said excuse us but she ignored us, so when she returned back down the aisle the only way to get her to actually pay attention was to wave a coat in front of her. She reluctantly stopped, called another attendant and they said they reset the screen and to not touch anything for 5 minutes. After 2 minutes the screen started on again on its own with the same warning that to get it to work it needs to be reset so we called the attendants again since now it was a total of 3 times that the screen stopped working. When they claimed they can’t do anything and that one of us should spend the rest of the flight with no screen we asked to see their supervisor. Petra showed up claiming she’s in charge and proceeded to tell us that indeed one of us should spend the rest of the flight without a tv screen. When we complained about the bad service and the long wait to get any response another attendant said that the call light must not work and that’s why they didn’t come when we kept pressing both seats’ call buttons. When we complained and mentioned that other airlines when they have screen technical difficulties they compensate the passenger to make the flight experience better, after all we paid for a flight that includes a working call button, a working screen etc., not to mention one would expect to get decent customer service which this crew was seriously lacking. Petra claimed the only thing to do is for her to move one of us to the back of the plane and when we were shocked and asked if she’s claiming the only available seat with a working screen is in the back by the restrooms she was surprised that we didn’t jump at the opportunity to have our family separated, move all things and sit by the restrooms. In fact she wasn’t only surprised she was angry that we demanded a better solution. We even asked her why is it that she can move one alone to the back of the plane by the restrooms but can’t do the same to a better seat upfront or even first class? None of us actually wanted to move to another class but the question was one of principal, if one claims they can move you to the restroom area at the back of the plane then why not a better seat? Why not a few rows up, why not a better class? She even claimed it was a free seat as if that was supposed to make it better. We paid for our plane tickets, our seats were part of that fare so to assume we were stupid to think that she would move one of us to the restroom area at the back of the plane and claim it was for free was even more infuriating. Her whole behavior was as if we were doing her wrong instead of her doing us wrong, her behavior was beyond horrible, it was rude, patronizing and lacked any semblance of customer service, in fact it is doubtful she knows what customer service is. When we asked who is her supervisor she claimed there was no one above her other than the captain and it took a lot of arguing before she even agreed to give us her name so we can submit an official complaint about her. To add to the insulting behavior another attendant came in the middle of the discussion to offer a snack bag of pretzels as if a small bag of pretzels can make up for this horrible experience. Frankly it even seemed odd that suddenly their attendants would want to offer something additional considering the fact that hours before, one of us had to explain to another attendant that we ask for another cream because we like to drink light coffee and their coffee was dark and she was angry that we had the nerve to request one.
This bad representative, Petra’s behavior was absolutely disgusting, no one should receive such treatment especially not when it is the attendant’s job to provide service to us the airline’s clients, but she acted as if the passengers owed her something, as if the passengers are there to serve her. We doubt that if a screen would stop working at an upper class she would behave that way, the way she behaved was as if anyone in a class other than first or business was a lower class person and didn’t deserve fair treatment or service with dignity and kindness.
We used to think other airlines could learn from Austrian airline but this experience showed us that Austrian airline has diminished its quality, this airline now needs to actually learn from its competitors, and even US Airlines can teach them a thing or two. This experience was so upsetting to us that as mentioned before we will not fly with this airline again, and if this is the people representing their country then we don’t need to visit Austria, after all other European countries want clients to visit them and they even know how to treat people.
And lastly, usually when one person has such bad experience it is often the case that others feel the same. Such a bad rep is not just a one-time bad rep, and a crew that lacks basic customer service skills is not a one-time rude crew. We felt so strongly about this experience that we wanted to make sure others knew that this is one airline that can and should be avoided.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank DreamingTravelers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 February 2018

In specific airline had the best food ever had in airplane. In the TV appear a chef that cooked a pork fillet with mash potatoes and same time air hostess served us specific delicious food!.
Airplane look new and service was in high level.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
2  Thank 20Andreas12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 February 2018

What I like with Austrian Airlines is the fact they they always keep on playing Mozart when you board the plane. I see this as their signature. Very nice indeed. Plane was quite fine, nice interior, clean, all in good shape. Service onboard was dissapointingly basic. For a 1.5 htrs flight all we got was a cookie, water and coffee or tea. For the amount of money we pay for the tickets I would expect more than that. At least, they should provide you the possibility to buy a sandwich onboard for eg, if they don't want to include it in the ticket price.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Mihai T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 February 2018

This is a no nonsense airline. They do noy give you food but they are on time and often offer very competitive prices'

Thank Sergio T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC