Overview
Air Serbia’s missed flight policy outlines the options available to passengers who fail to board their scheduled flight due to reasons within or beyond their control. The policy is governed by Air Serbia’s General Conditions of Carriage and, where applicable, Regulation (EC) No 261/2004 for flights departing from or arriving in the EU. Below are the key points regarding missed flights.
Missed Flight Due to Passenger’s Responsibility
If you miss your flight due to reasons such as arriving late at the airport, failing to check in on time, or not having valid travel documents, Air Serbia’s policy typically depends on the fare type purchased:
- Non-Refundable Tickets: Most economy "Light" or promotional fares are non-refundable. If you miss your flight, you may lose the ticket value, though airport taxes and fees may be refundable upon request. Contact Air Serbia’s Contact Centre for assistance.
- Flexible Fares: If you purchased a flexible fare, you may be able to rebook your flight to a later date without additional fees, subject to availability. A fare difference may apply if the new flight is more expensive.
- Rebooking: You may be able to rebook on the next available flight by paying a fee, depending on the fare rules. Contact Air Serbia’s Contact Centre or visit an Air Serbia office to explore options.
Note: Passengers must check in within the specified deadlines (online check-in opens 48 hours before departure, and boarding gates close 20 minutes before departure, or 40 minutes for flights to New York, Guangzhou, and Shanghai). Failure to meet these deadlines may result in being denied boarding.
Missed Connecting Flight Due to Air Serbia Delay
If you miss a connecting flight due to a delay or cancellation of an earlier Air Serbia-operated flight, and both flights were booked under the same reservation, Air Serbia is responsible for assisting you under EU Regulation 261/2004 and their Customer Service Plan:
- Rebooking: Air Serbia will arrange an alternative flight to your final destination at no additional cost, either on their own services or with another carrier.
- Compensation: If the delay at your final destination exceeds 3 hours and is due to reasons within Air Serbia’s control (e.g., technical issues, not extraordinary circumstances like weather), you may be eligible for compensation ranging from €250 to €600, depending on flight distance:
- €250 for flights up to 1,500 km
- €400 for flights between 1,500 and 3,500 km
- €600 for flights over 3,500 km
- Right to Care: During the wait, Air Serbia must provide food, drinks, communication facilities, and, if necessary, accommodation and transportation to/from the airport.
- Refund Option: If you choose not to travel, you may request a full refund for the unused portion of your ticket.
Note: Compensation is not applicable if the delay was caused by extraordinary circumstances (e.g., weather, air traffic control issues, or security risks). Claims must be filed within 3 years in Serbia or up to 6 years in some EU countries.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps to resolve the issue:
- Contact Air Serbia Immediately: Reach out to the Air Serbia Contact Centre or visit the nearest Air Serbia office or airport counter for assistance.
- Provide Booking Details: Have your booking reference, flight number, and passenger name ready to expedite the process.
- Explore Options: Depending on your fare type, you may be offered a rebooking, a voucher, or a refund (subject to fare rules).
- Submit a Claim (if applicable): For missed connections due to Air Serbia’s fault, submit a claim via Air Serbia’s Claims page with your boarding pass, booking confirmation, and any receipts for additional expenses.
