Appalling Customer Service—Refused Refund Despite Medical Emergency
I rarely write reviews, but this experience was so disgraceful that I feel obligated to warn others.
I had booked a trip with Austrian Airline and a stay at Hotel Schani UNO City. Due to an unexpected medical emergency that left me unable to travel, I had no choice but to cancel.
Austrian Airline immediately deducted around €400 from my account and flatly refused to refund a single cent. Their customer support was indifferent and robotic, repeating the same scripted replies over and over without any empathy or flexibility.
As if that wasn’t enough, Hotel Schani UNO City charged me an outrageous €500 fee and refused to consider any refund, credit, or even a partial voucher for future use. This is especially appalling given that my cancellation was due to illness and not a change of plans.
I understand that companies have policies, but any decent business should be willing to look at individual circumstances and show a minimum level of understanding for emergencies. Instead, I was treated like an inconvenience and forced to absorb a €900 loss while dealing with a serious health issue.
I strongly advise anyone considering booking with Austrian Airline or Hotel Schani UNO City to think twice. There are many companies out there that treat their customers like human beings and offer at least some goodwill. This was hands-down the most unhelpful, cold, and exploitative experience I have ever had as a traveler.