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    Mit freundlichen Grüßen,

    Ihr Flughafen Wien Team

    Ombudsman's office

    In many cases where a large service company with numerous employees regularly deals with a very large number of customer contacts, differences of opinion, conflicts and unresolved issues can also arise. This also applies in particular to the area of security checks at civil airports, as the responsibility of the security authorities has been transferred to the civil airport operator or a contractually obliged private company for implementation under official supervision and control. It is expected that passenger and baggage checks are carried out at the highest security level and are efficient and customer-friendly at the same time. In addition to the binding requirement to fulfil legal requirements and official directives accordingly, the additional goal of customer orientation requires special measures to:

    • find solutions together with passengers in the event of differences of opinion.
    • offer justifiable compensation for damage caused during security checks within the framework of goodwill payments without acknowledging liability, outside the legal framework. to forward enquiries relating to security checks to the relevant authorities, such as
    • Procedure for security checks in special cases such as pacemakers
    • Categorisation of items in hand and/or large items of baggage with regard to permitted or not permitted.
    • Classification of items / substances in connection with IATA dangerous goods regulations

    In order to realise these ambitious objectives, competence, impartiality and empathy are required. This is why the "Security Control Ombudsman's Office" has been in place at Vienna Airport since 1 June 2013 as an autonomous, independent organisational unit that is not influenced by any biased interests. Founded by retired court councillor Dr Leo Lauber, it acts in accordance with the liability holder, Flughafen Wien Group, and is supported by experts in quality assurance, security control and customer orientation.

    It is primarily intended to act as a service organisation for all persons for whom security screening is required by law, but at the same time, for reasons of fairness, it should also take into account the justified concerns of security screening staff. However, the "Security Screening Ombudsman's Office" cannot make any independent decisions within its area of responsibility or intervene directly in operational security screening processes, but can only make recommendations.

    Those responsible at Vienna Airport are pleased to be able to offer their valued passengers and customers a wide range of support in the context of security control  through the establishment of their "Security Control Ombudsman's Office", which is only available at our airport in this form throughout Europe.

    The "Security Control Ombudsman's Office" is an autonomous, independent organisation and can only be contacted during office hours from Monday to Friday at ombudsstelle-sicherheit@viennaairport.com

    Yours sincerely,

    Security Control Ombudsman