Austrian Airlines Delivers A Smile

Austrian CoffeeCoffee Menu

First Class Coffee Service from Austria

Austrian Airlines Logo

Austrian Airlines

I woke up with a smile today when I learned Austrian Airlines announced that it will be increasing its Chicago to Vienna service from five days a week to seven.  In addition, in July of 2014, service from Newark will be added five days a week while the Washington (IAD) to Vienna flights will be serviced by a 777-200ER. So, for all of you coffee lovers out there, if you want to experience Austrian hospitality and enjoy some Viennese coffee onboard, you will now have more opportunities to do so.


Austrian Coffee

Coffee Menu

When I flew on Austrian Airlines in July, I was very disappointed because the coffee service was missing from my flight.  Austrian Airlines serves the upscale brand Meinl coffee on-board its trans-Atlantic flights between Vienna and America and I was very much looking forward to that particular aspect of the flight.  I wrote about this in my post – Where’s the Coffee?

Austrian Imagined Special Coffee Drink

Austrian Imagined Special Coffee Drink


Austrian Airlines social media immediately reached out to me on Twitter with an apology and, after a few direct messages back and forth, I figured that was the end of the story. Last week, I received another message asking for my address.  Hmmm… maybe they are going to send me a little note… so I sent them my address via the email contact they sent. A few days later, another request came asking for my phone number for the package that would be delivered.  Package? This was becoming interesting. But, as I was traveling in Turkey, I didn’t give it another thought.

This afternoon as I was unpacking, my dog began barking quite excitedly alerting me that someone was here.  Looking out the window, I saw the FedEx Express truck and my favorite courier almost staggering out of the truck with a huge box….from Austrian Airlines!Austrian FedEx Delivery

When I saw the box, I couldn’t contain my excitement and explained a little of the story to the FedEx driver. I snapped her picture with the box and went inside to open it. At that point the doorbell rang again, and there she stood. She wanted to see what was inside too!

Opening the outside box, I found a red Austrian Airlines box on the inside.

Austrian Airlines Suprise

Austrian Airlines Suprise

Included in the package was a personal, handwritten note from Bernd Hartweger, the Vice President of Product Management and Marketing, saying that Austrian Airlines was so very sorry about disappointing me on my JFK-VIE flight.  As it is their mission to “fly for your smile” they had prepared a little surprise for me.  His note told me to look inside the box and then watch their special video message to me.Personal notes are the best!

And opening the box, I found all of this!  Everything I would need to make my own special Austrian coffees. The box included my very own Coffee menu (with Bernd’s personal favorites highlighted), coffee pot, milk frother, cups, glasses, trays, sugar, chocolates, and even the linen napkin so I wouldn’t burn my hand while frothing the milk! The little spoons even have the Austrian Airlines logo imprinted on them!

My Personal Austrian Airlines Coffee Service

My Personal Austrian Airlines Coffee Service

Here is his video message to me.

According to Austrian Airlines, “Serving the fine Meinl brand of Austrian coffee in-flight is consistent with our concern to always treat our Austrian Airlines passengers as we would treat personal guests or, as we would say in the German language, verwoehnen, which means to ‘spoil’ or ‘pamper’ a guest as one might do in one’s own home.That’s the degree of Austrian-style hospitality we always offer to all of our Austrian Airlines passengers in every seat on every flight,”

Well, Austrian Airlines, I am feeling quite spoiled and pampered at the moment or as they might say in Austria,  “Ich fühle mich sehr verwöhnt! Vielen Dank!

Thanks for the smile. It will be renewed every morning that I enjoy my own special Viennese coffee.

You may also enjoy:

 ‘Where’s the Coffee?’ – A Review of Austrian Airlines Business Class

Austrian Airlines – Neverending Smiles and Surprises

19 Comments on "Austrian Airlines Delivers A Smile"

  1. wow that’s so cool! yay Austrian!!!!

  2. That is the coolest story ever! Big props to Austrian! I think they just earned a customer for life. 🙂

  3. Wow that’s awesome! They definitely know their marketing!

  4. Awesome Service Recovery! Alright, now I expect a video of you making the coffee after you learned what to do

  5. Miles, Points, and Mai Tais | October 31, 2013 at 11:24 pm | Reply

    That is so cool!

  6. Frugal Travel Lawyer | November 1, 2013 at 3:57 am | Reply

    Wonderful surprise for a coffee lover. Thanks for sharing!

  7. And this is what is proper service recovery, going beyond the call.

    Much better than a voucher or miles IMO.

  8. Not only was Susan blown away with the highest level of customer service from Austrian Airlines, I too get to share in the lost experience. – The Husband 🙂

  9. Amazing post ! I actually read your Where’s the coffee story a couple of days ago and thought that you had just bad luck..But Austrian is the best 🙂 ..Not many airlines have a customer relations service like this ..I had a chance to try their C class once and i’m sure it’s not the last time !!! 🙂

  10. Noelle DeBruhl | November 1, 2013 at 3:32 pm | Reply

    No Way!!! “Hi Susan!” omg omg. I am definitely going to book a flight on Austrian Airlines JUST because they made that video for you!!!

  11. Hi Susan,

    That isn’t just a FedEx truck and driver, that is a FedEx Express truck and courier! FedEx Express is the original Federal Express! I know, I work for FedEx Express!

    • Susan - Southern Travel Girl | November 2, 2013 at 9:12 am | Reply

      Whoops! I will be glad to change it! I knew there was a difference in the size of the trucks….but not the name as well.

  12. The Deal Mommy | November 4, 2013 at 9:08 am | Reply

    That is amazing!

  13. Impressive! Props to OS! *thumbs up*

  14. Fantastic! Austrian super service – we fly for your smile!!!

  15. Wow! That was really nice of them. I’ve been wavering whether I should book a flight with Austrian Airlines to Asia or not, and this post has pretty much put the airline on a better footing!
    I’ve also been thinking of upgrading to Business Class as we’d be travelling for our honeymoon…but I’m still thinking about it LOL!

    • Susan - Southern Travel Girl | December 5, 2013 at 7:04 pm | Reply

      If you can, in any way, manage the upgrade to Business, I would definitely recommend it! The service is stellar and for your honeymoon, you definitely deserve the best. Be sure to follow and read First2board for ways that you can maximize your travel… you may be up front before you know it! And….congratulations on your upcoming marriage!

  16. Thanks so much. 🙂

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