Worst flight experience of our lives and we are in our mid 60's, traveling often. Flight was very delayed out of Florence, causing us to miss connector in Vienna, to final destination of Split Croatia. In Vienna we were made to wait in a holding room all day with hundreds of stranded passengers. No communication, water, food or updates. We were told to wait our turn to talk to a representative. After 5 hours a representative came out amongst waiting group to tell us to find hotel reservation as they were not getting us out that night. My husband and I immediately did so but were then told that we could not have our luggage. It was finally our turn after 6 hours to meet with a woman behind the desk. She was rude, unsympathetic, and told us to find a hotel, be prepared to fly out possibly the next day, and gave us a brochure circling the paragraph pertaining to reimbursement for hotel, food and lost funds due to delay. We went to our hotel after now 8 hours in an airport, with no luggage.

We did get out the next day but lost a full day in Croatia to include a tour that was non-refundable. Upon re-entry in to the US I filed all of the appropriate paperwork that was requested online to include all hotel, meal receipts and lost tour funds. It was a very laborious process and the Austrian Airline site does not always function properly so there was a lot of starting over, but I persisted. This was in late September. After fighting, emailing, and basically spending hours in email conversation with the higher-ups and customer service people at Austrian Air, I was told, "sorry, no refunds", just this month in November. I continued to fight and was then told, "alright we will refund but you must upload all of your documentation." This, I'd done months ago.

I have since been refunded by my travel insurer, and will NEVER fly Austrian Airlines again. Furthermore, I would discourage everyone from doing the same. Absolutely horrible customer service, no one to talk to real time and very poor responsiveness. There are too many other good airlines to fly than to help support one that clearly should not be in business.

I booked a ticket from this airline. The ticket has been canceled two times from airline and the suggested flight instead was for a month after. I don’t know what are they thinking??? Finally I decided to cancel at all but for the most surprise they took tax when returning the money!!!! I don’t know for what service I have payed this tax?! I don’t suggest buying tickets from this airline.

Usually I travel with Austrian Airlines behalf of Lufthansa easily, but no this time. My flight was cancelled as there were 5 persons on this flight. All these passengers and I were send to Lufthansa desk for further instructions. I was given a paper with options to take a hotel, taxi and meal with some limit then later request to refund it. I've done.
What I'm upset -
1. ticket was twice more expensive than usual for this itinerary
200+Euro extra price,
2. I send my request to refund to Lufthansa twice they were redirected it to Austrian Airlines and only now I got an answer that Austrian Airlines rep is sorry and can't handle refund.
134 Euro to be refunded

Traveled from Bkk-Vie and then connecting flight from Vie-LHR had 20min boarding delays from bkk but managed to get to Vienna on time for my connection, everything went smooth after seeing all the bad reviews I was hesitating…I was on staff travel…beware as was told they take Cargo over passengers as the airline makes more money from it. Thailand Front of house was rude and not very sympathetic…working in the airport myself I know reassurance is needed for standby passengers which the Thailand employees did not show. Got to Vienna everything went smooth got my boarding pass instant and everything was on time. I can see the bad reviews as the cabin crew can be very rude, had a lady next to me who was missed out for snacks but her baby got one she called the crew member multiple times and when she lightly tapped her she went mental and lost her head..I was shocked. The crew seem to be in a rush non stop and have no plan or routine..just if there head. They forgot out a few people when handing out food and it’s like pick and choose, apart from that everything was fine entertainment onboard is very good better than qatar and also seats was better than qatar which was surprising.

This airline forces passengers to check in their carry-on luggage during boarding, even when all bags are fully compliant with size and weight regulations. Such a practice is entirely unreasonable and causes unnecessary inconvenience to travelers who have packed according to the rules.
The ground staff displayed an appalling lack of understanding or empathy for passengers. Their behavior was impertinent, aggressive, and even bordering on violent. This level of hostility is shocking and completely unacceptable, especially from employees working in direct contact with customers.
Passengers deserve respectful and professional treatment, not to be bullied into compliance with arbitrary decisions. Such staff members should not be allowed to interact with customers in any capacity.
I would strongly caution against flying with this airline if you value a smooth and respectful travel experience.