About novathomas
I can’t express enough gratitude for the team at the
Austrian Airlines Madrid Office When my family and I encountered an unexpected emergency needing to fly back to Austria urgently due to a family health issue, they responded with empathy, speed, and exceptional professionalism. We showed up at the office without an appointment, visibly stressed and overwhelmed. The staff immediately took notice and offered us a private area to sit and calm down. A representative named Thomas patiently listened to our situation and quickly started looking for immediate flight options that would accommodate all four of us, including our two young children. He worked with such urgency and calm that it reassured us. They managed to find us a flight within hours, made special arrangements for expedited check-in, and ensured we had adjacent seats so we could stay together as a family. They even offered comfort items for the kids and bottled water while we waited for the final confirmations. The empathy we received during this time meant the world to us. It wasn't just about the tickets or logistics, It was the human connection and support that helped ease an extremely difficult day. Thanks to their support, we were able to be with our loved one in time, and for that, we’ll always be grateful. I’ve traveled extensively, but this level of care during a crisis was exceptional. Austrian Airlines, especially the Madrid Office staff, showed us that compassion and customer service can go hand in hand. We’ll never forget what they did for us. Thank you from the bottom of our hearts.
