Well, Austrian Airlines finally got back to AmEx following my complaint about being stranded at Heathrow because their 'plane was two hours late. The result? A massive "Screw You" from the essentially nationalised airline. My comments in red
"Dear Mr Parkinson
I am writing further with regards to the delayed Austrian Airlines flight as we are now in receipt of their response, which I attach for your kind perusal.
Good morning Mrs. [name redacted],
We regret that our client Mr. Parkinson was affected by the long delay of OS 457 on 20th September and the inconveniences caused. (so it took you over a month to get back to me. I guess that's because of the overwhelmingly HUGE number of complaints you get!)
The aircraft had to be changed due to a technical reason, therefore it could not depart before 10.00 p.m. Airlines cannot be held responsible for consequential costs, therefore we have to confirm the statements of the staff asked by our passenger. We cannot offer any compensation or refund of missed train connections or costs for cab companies. (so screw you!)
We do hope that despite of the negative experience Mr. Parkinson will soon take off again with the Austrian Airlines Group and wish a pleasant journey! (you. have. got. to. be. joking.)
If you think I will ever fly with Arrogant Airlines again you have another thing coming. The seats are tiny, the food - what food?, the arrogance of the cabin crew - I can carry on but you'd get bored.
AUSTRIAN AIRLINES GROUP
Teamleader Customer Relations
The airline have declined to reimburse your additional charges incurred due to technical problems. This may be something that can be claimed via your Travel Insurance. If this is a path you would like to follow, please let me know as I have asked the airline to provide some confirmation of the delay to provide to the insurance company.
Therefore I must advise with regret, that on this occasion it is not a more positive outcome but hope that this will not deter you from using our services in the future.
AmEx have, as usual been super in all this. I don't have a bad word to say about them.
Customer Services Representative
American Express Business Travel
So. Travel with Austrian Airlines at your own risk. They suck.