A passenger recently expressed frustration over Lufthansa and Austrian Airlines mishandling a special service request.
Confusion Over Bicycle Transport
Two months ago, you booked a business class flight from Innsbruck (INN) to Brussels (BRU) via Vienna (VIE) through Lufthansa. The INN-VIE leg was operated by Austrian Airlines. Before booking, you confirmed with Lufthansa’s live chat that you could take your bicycle as checked baggage.
Conflicting Airline Responses
After booking, you added a special service request for sports equipment. But the bicycle transport for the INN-VIE segment was never confirmed. Despite several follow-ups through chat and phone, you kept getting conflicting answers from both airlines.
Austrian Airlines’ Contradictory Stand
Recently, Austrian Airlines support claimed that the Embraer 195 aircraft on that route does not carry bicycles. This directly conflicts with previous confirmations and past passenger experiences.
Lack of Resolution
You are now stuck between two airlines, each blaming the other. Despite acting in good faith and following all steps, your issue remains unresolved. Keep all communication records and escalate the matter through Lufthansa’s formal complaint form or email.
