Terms of Use

Agreement between You and Air Serbia

By accessing and using the Air Serbia website, you agree to accept, without modification, limitation or qualification, the terms and conditions contained herein (the "Agreement"). You represent and warrant you possess the legal right and ability to enter into this Agreement and to use the Air Serbia website in accordance with all terms and conditions herein.

Modification of Terms

Air Serbia tries to ensure that the information contained in the Air Serbia website is as accurate as possible. However, inaccuracies may arise from time to time. Air Serbia accepts no responsibility for any errors in the information contained in the Air Serbia website.

The Air Serbia website contains, inter alia, information about the products and services Air Serbia or a third party is offering. This information and all other material on the Air Serbia website are provided in good faith. By using the Air Serbia website you agree and acknowledge that Air Serbia may update, change or amend the Terms and Conditions and/or other information provided on the Air Serbia website at any time without advance notice.

Changed terms and conditions will become effective once posted on the Air Serbia website, and will not have any retrospective effect on existing contractual arrangements made through Air Serbia website. You should re-read these terms and conditions every time you visit the Air Serbia website to ensure that you aware of all the relevant terms and conditions. Accordingly, your continued access and use of the Air Serbia website after any change is deemed to be your acceptance of the modified terms and conditions.

Site Availability

While Air Serbia uses all reasonable endeavors to make the Air Serbia website and associated services available, Air Serbia cannot guarantee that they will operate continuously or without interruption.

Disclaimer of Warranties and Limitation of Liability 

Air Serbia makes no representations or warranties, either expressed or implied, with respect to the Air Serbia website or the contents and, to the fullest extent permissible under the law, disclaims all such representations and warranties.

Your access to and use of software and other materials on, or through, the Air Serbia website is solely at your own risk. Air Serbia makes no warranty whatsoever about the reliability, stability or virus-free nature of such software.

Subject to applicable law, under no circumstance is Air Serbia responsible for any direct or indirect, incidental, special, punitive, exemplary or consequential damages of any kind (including but not limited to lost profits, lost savings or revenue, or loss or corruption of data or information) which arises out of or is in any way connected with your use of or inability to use the Air Serbia website whether based on breach of contract, tort, negligence, product liability or otherwise, even if advised of the possibility of such damages.

This includes any information, products or services obtained through or any contract entered into via the Air Serbia website, but excludes carriage by air performed by Air Serbia in respect of any ticket obtained using the booking engine provided in the Air Serbia website, which is subject to the conditions of carriage and applicable international conventions.

Acceptable Use

When using the Air Serbia website you agree:

• To use them solely to determine the availability of products and services offered by Air Serbia and to assist you to make legitimate reservations or transact business with us. You agree to use the Air Serbia website only for personal, non-commercial use.
• To use the Air Serbia website' services to make only legitimate reservations.
• Not to make any false reservation or any reservation in anticipation of demand. Air Serbia may cancel, without notice, all confirmations associated with multiple reservations to one or more destination on or about the same date.
• Not to deface, alter or interfere with the front end "look and feel" of the Air Serbia website or the underlying software code.
• Not to take any action that will impose an unreasonable or disproportionately large load on the Air Serbia website or related infrastructure.
• To all of our terms and conditions of purchase, including, but not limited to, full and timely payment of all amounts due and compliance with all rules concerning availability of fares, products, or services. All fees, assessments, charges, taxes and duties arising out of use of the Air Serbia website are your sole responsibility.
• Not to do anything which will or might damage, interfere with, disrupt access to, interrupt or impair the functionality of the material available on the Air Serbia website, nor to upload any material that contains any computer viruses or other codes, files or programs designed to interrupt, destroy or limit the functionality of any software or equipment.
• Not to post, distribute or otherwise upload any defamatory, libelous, offensive, infringing, obscene, indecent, harmful, threatening, abusive, tortuous, racially or ethnically objectionable or otherwise unlawful material or information or send any chain letters, junk mail, 'spamming' material or any other form of bulk communication.
• Not to threaten, harass, stalk, abuse, disrupt or otherwise violate the rights of others, including individuals' privacy rights.
• Not to obtain or attempt to obtain unauthorized access to the Air Serbia website or any private or member account areas on the Air Serbia website, nor to impersonate any person or misrepresent your affiliation with another person.
• Not do, cause or permit anything to be done that may infringe, damage or interfere with any intellectual property rights of Air Serbia nor any of our associated companies or third parties. Also, not to do anything that is otherwise unlawful or which may create any liability on the part of Air Serbia.
• Violate this Agreement or any applicable legislation in any other manner.

If Air Serbia considers that you have breached any of these terms and conditions or have otherwise demonstrated inappropriate conduct when using Air Serbia website, Air Serbia reserves the right to:

• Warn you that you have breached these terms and conditions, and ask you to stop such conduct;
• Delete any material or content which you may have posted without notice to you;
• Take measures (including terminating, suspending or restricting your access) to, and preventing you from using the Air Serbia website;
• Cancel any bookings that you may have with Air Serbia without reference to you;
• Report your activities to an internet service provider or relevant authorities;
• Take legal action against you.

Copyright and Trademarks

All content of the Air Serbia website is subject to copyright.

The Air Serbia website is for the your personal and non-commercial use. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products or services obtained from the Air Serbia website.

Website Bookings

You can book for up to 9 passengers per booking on the Air Serbia website. This would mean that you are able to make reservations for a group of 9 adults and children (2 - 11 years old). Infant-only bookings cannot be made online and unaccompanied minor bookings also need to be made via our Contact Center.

Infants (under 2 years old) and children (2-11 years old) are deemed to be so at the time of travel and not at the time of booking. A child traveling on his or her second birthday is considered a child and not an infant, and would need to have been ticketed as such.

A child traveling on his or her 12th birthday is considered an adult and would need to have been ticketed as such.

You may book a flight in the Class of your choice: Business or Economy. Your booking is subject to the applicable fare conditions and the availability of seats in that fare group. You need to pay online with a credit card.

You are only able to make amendments or cancellations on the booking you are making prior to confirming your reservation online. Any modifications after this must be made via your local Air Serbia office or Contact Centre. All reservations, including modifications and cancellations are subject to the Terms and Conditions, Conditions of Carriage and any applicable fees and charges (including but not limited to fare rules of the ticket and Passenger Service Fee).

Please note that our prices are automatically displayed based on the Air Serbia website country edition you have selected. Your payment provider may apply different exchange rates to the fare displayed on the booking page. Therefore, there may be additional charges incurred, which Air Serbia Airways are not liable for.

GENERAL CONDITIONS OF THE ELEVATE LOYALTY PROGRAMME

AIR SERBIA AD BELGRADE

Definitions

Air Serbia – means the joint-stock air transport company Air SERBIA Belgrade, with headquarters at Jurija Gagarina 12, Novi Beograd, Reg. No. 07044275, VAT No. 100001765.

Elevate Loyalty Programme – means the loyalty programme operated by Air Serbia to reward the loyalty of its members.

General conditions of the loyalty programme – means these general terms and conditions, which define the rules and conditions for implementation of the Elevate Loyalty Programme.

Member – means a person registered in the Elevate Loyalty Programme in accordance with its General conditions who has a unique member account. A member is assigned a unique membership number, collects and spends points and may use the benefits provided by the Elevate Loyalty Programme.

Membership account – means the individual member profile with a unique membership number on Air Serbia's digital platform for accessing the loyalty programme (website, mobile app and other official channels), linked to a unique email address and password.

Status or status level – means one of the established levels of membership in the Elevate Loyalty Programme (Blue, Bronze, Silver or Gold) that is awarded on the basis of the number of status points earned during the qualification period. Each status level provides certain benefits to members, with higher status levels offering greater point multipliers and additional perks. Upon reaching a higher status level, a new qualification period begins, in accordance with the programme's rules.

Reward points – means points earned by the member through the purchase of JU flight tickets and additional services (e.g. an extra piece of baggage, seat reservation, etc.), in accordance with the general conditions of the Elevate Loyalty Programme. Reward points can be used to issue reward tickets, and to redeem other reward services and benefits defined in the general conditions of the loyalty programme. Reward points have a limited validity period, in accordance with the general conditions of the loyalty programme, after which any unused points are deleted from the membership account.

Status points – means points used exclusively for determining the status level in the Elevate Loyalty Programme. Member status depends on the number of status points accumulated in a defined qualifying period, at the end of which the status points are reset. Status points cannot be used to issue reward tickets or to redeem reward services and benefits; they are intended exclusively for advancing or maintaining your status level.

Multiplier – means a factor that multiplies the rate of earning reward points and status points in the loyalty programme. The multiplier's value depends on the member's status level: a higher status level results in a greater multiplier, thereby earning a higher number of points for the same basic fare or the same spend. The multiplier is applied exclusively to the basic rate, excluding taxes, duties and additional charges.

Qualification period – means the time period within which status points and/or flight segments are collected to obtain or maintain a status level. It lasts from the moment status is obtained until the end of the following calendar year; upon moving to a higher status level, a new qualification period begins.

Flight segments – means the number of JU flights flown. One JU flight flown in one direction (e.g. Belgrade → Paris) represents 1 segment. A return journey (e.g. Belgrade → Paris → Belgrade) represents 2 segments. In the case of journeys involving a connection, each individual JU flight to the final destination is counted as a separate segment.

JU flight – means a flight for which the member has purchased an airline ticket and, through that purchase, has earned the right to reward points. This concerns flights where Air Serbia and the marketing and the operating carrier (including flights on a wet lease basis) for tickets with a 115 prefix. Code-share and interline flights are not eligible for points collection.

JU route – means the departure and destination airports between which Air Serbia operates flights.

Reward ticket – means an airline ticket issued using reward points. Reward points cover the basic fare, while all taxes, duties and surcharges are paid for by monetary means. A reward ticket can be purchased in full with reward points, in accordance with the applicable fare. The number of reward points required for a reward ticket is determined on the basis of the selected fare and seat availability on the specific flight.

Reward services – means the services available to a member by redeeming reward points, and include the issue of reward tickets, cabin upgrades, additional baggage allowance, access to business lounges and other benefits in accordance with the general conditions of the loyalty programme.

Benefits – means the special benefits that a member receives on the basis of their status, which are granted and applied in accordance with the general conditions of the loyalty programme.

Promotional offer – means a special, temporary offer under the loyalty programme, which allows a member to earn additional reward points and/or additional reward services or benefits on the basis of their status level or other conditions defined by the offer. Each promotional offer is valid exclusively in accordance with the specific terms that accompany it.

Basic fare – means the price of the passenger transport service from the point of origin to the destination. The basic fare covers the cost of the transport service itself and does not include taxes, airport charges, fuel surcharges, or additional services such as baggage transport, seat selection or special amenities. All the above items are calculated and charged separately, in accordance with the applicable Air Serbia rules and conditions.

Service messages – means technical notifications that are delivered to the member via email and are necessary for the safe and uninterrupted use of the member account. The member accepts the receipt of service messages upon registration. Service messages do not contain promotional content and are not used for advertising purposes.

Contact Centre – means Air Serbia's telephone customer centre.

Tariff rules – means Air Serbia's applicable tariff rules.

Channels of communication – means the official channels of communication through which Air Serbia notifies the member of all relevant information regarding the Elevate Loyalty Programme. This includes, but is not limited to:

·       Email (the primary channel for notifications and promotions)

·       Air Serbia's official web site and the Elevate Loyalty Programme

·       Air Serbia's mobile application (push notifications and information)

·       SMS messages when applicable

·       the Air Serbia Contact Centre

·       Air Serbia's official social media (informational posts, but not formal communication about status or points)

Personal data – means members' personal data that Air Serbia collects and processes for the purpose of running the Elevate Loyalty Programme, in accordance with the privacy policy.

         I.            General section

1.       General information

1.1.   These general conditions of the loyalty programme govern the contractual relationship between Air Serbia and each individual member, for participating in the Elevate Loyalty Programme.

1.2.   Air Serbia, acting in good faith, reserves the right at any time to terminate or replace the Elevate Loyalty Programme, transfer ownership of the Elevate Loyalty Programme or change the Elevate Loyalty Programme, the structure for collecting reward and/or status points, the benefits structure, status levels, the method for redeeming reward points, the participation of any partner in the Elevate Loyalty Programme or to define the procedures of the Elevate Loyalty Programme.

1.3.   Air Serbia reserves the right to amend or supplement the general conditions of the loyalty programme at any time. Notification of amendments will be provided to members via the communication channel. The amended general conditions shall come into effect from the date specified in the notification. If a member does not accept the amended version of the loyalty programme general conditions, they have the right to cancel their membership within 15 (fifteen) days of the date of receipt of the notification. Membership cancellation is carried out in accordance with the procedure provided for in these loyalty programme general conditions.

1.4.   In the event that a member cancels their membership of the loyalty programme in accordance with clause 1.3, all unused reward points will expire and be automatically forfeited.

1.5.   The Elevate Loyalty Programme is carried out in accordance with the regulations of the Republic of Serbia.

1.6.   Points are awarded as a means of payment for future services provided by Air Serbia, and may be used both for the purchase of VAT-exempt international air travel tickets, with the right to deduct input tax, and for services provided by Air Serbia that are subject to VAT.

2.       Membership of the Elevate Loyalty Programme

2.1.   The Elevate Loyalty Programme is exclusively for physical persons. Membership of the Elevate Loyalty Programme is not available to legal persons.

2.2.   Any person aged two (2) years or older may be a member of the Elevate Loyalty Programme. For minors, the account opening procedure is carried out by a parent or legal guardian.

2.3.   Air Serbia reserves the right to refuse membership to any individual who does not meet the eligibility requirements for the Elevate Loyalty Programme. Enrolment in the Elevate Loyalty Programme is not permitted for individuals who are on Air Serbia's list of passengers with unacceptable or problematic behaviour.

2.4.   A person who meets the requirements and wishes to join the Elevate Loyalty Programme must complete the online registration form to create a member account. When registering, the individual must fill in the mandatory fields, which are: first name, surname, email, password, date of birth, country, title, telephone number, and language. The information provided during registration must be true and accurate. When registering a minor, a parent or guardian may enter their own phone number, but all other details must belong to the minor. During registration, the member will also be offered optional fields, which they are not obliged to fill in.

2.5.   Members may not change their first name, surname or date of birth themselves. If they wish to do so, they must complete a special form to change any of this personal information and submit an appropriate personal document to confirm their identity. If a member wishes to change their email address, they must create a new account with the new email address and complete the merge form on that account. After identity verification, the account with the old email address will be deleted, and all reward points, status points and flight segments will be transferred to the new account.

2.6.   A person becomes a member of the Elevate Loyalty Programme after successfully registering and verifying their email address by clicking the verification link sent to the address provided during registration. Membership is only considered active once the email address has been confirmed, thereby establishing a contractual relationship between the parties.

2.7.   All persons who are members of the Elevate Loyalty Programme are considered to have accepted the general conditions of the loyalty programme and its privacy policy, regardless of the method of registration (via an email address and password or by logging in with a Google, Apple or Facebook account). By registering and activating their membership, the member confirms that they are familiar with the content of these documents and accept them in their entirety.

2.8.   Members may only have one active membership account in their name. In the event of duplicate accounts, the member is required to submit a request for their merger via the official form. On the Air Serbia web site or mobile app. The form can be found under the Profile section of your membership account on the website or in the mobile app, under the Merge Profile section. Air Serbia has the right to request proof of identity and the submission of appropriate personal documents to verify the member's identity. Only after identity has been confirmed will the accounts be integrated and reward points and status points combined into a single membership account.

2.9.   By registering with the Elevate Loyalty Programme, the member consents to receive necessary service (so-called technical) messages via email, which are essential for the safe and uninterrupted use of the member account. Air Serbia expressly undertakes to use service messages exclusively for informational purposes related to the functionality of the   Elevate Loyalty Programme, and that they will not use them for the promotion of products, services or for any other advertising purposes.

2.10.  After successful registration, each member will receive a unique membership number. The member logs in to their membership account using their email address and password, or via a Google, Apple or Facebook account, depending on how the membership account was created.

2.11.  The member is responsible for the use of the password and undertakes not to disclose it to third parties. The member is solely responsible for maintaining the confidentiality of the password, restricting access to their member account and the devices through which they access the member account. In this regard, any action carried out via the member account is considered to be an action carried out by the member themselves.

2.12.  Upon reaching the age of 18, a minor member acquires full legal capacity in  the Elevate Loyalty Programme. Their membership account is automatically converted to a standard account with full management rights, thereby removing all previous restrictions on redemption of reward points. The member continues to manage their account, accumulated points and status level independently.

2.13.  A member may voluntarily terminate their membership of the Elevate Loyalty Programme at any time, without giving a reason. A request to delete the account may be submitted by completing the form available on the member profile on Air Serbia's website or mobile app. Upon processing the request and deactivating the membership account, all accumulated reward points and status points, and the corresponding status level and benefits will permanently expire and be deleted without the possibility of recovery, transfer, or financial compensation.

3.       Compliance with the loyalty programme rules

3.1.   The member guarantees the accuracy of all information provided, including email and contact details, and is solely responsible for any inaccurate, incomplete or outdated information. Air Serbia reserves the right to audit existing member accounts and may require the member to provide valid proof of identity (passport or identity card). If the member does not provide the requested documents within 30 days, Air Serbia reserves the right to suspend or deactivate the membership account, in which case all accumulated reward points, status points, status level and benefits will permanently expire.

3.2.   Reward and status points are earned, calculated and used exclusively in accordance with these general conditions of the loyalty programme. Air Serbia reserves the right to make the final decision on whether a specific activity qualifies for the award of status and/or reward points.

3.3.   Reward and status points will not be awarded for unused, cancelled, refunded, misused or voided tickets and transactions.

3.4.   Loss of access, theft or compromise of a member account must be reported to the Air Serbia Contact Centre without delay. Upon a member's notification that their member account has been compromised, stolen or misused, access to the account will be secured or disabled, and new access will be provided where necessary. Air Serbia is not liable for any misuse of the membership account, nor for the consequences of the member's failure to comply with this provision.

3.5.   Reward and status points are strictly personal and may not be transferred, sold, assigned or combined with the accounts of other persons, except in cases and under conditions that Air Serbia has expressly permitted and disclosed. The sale, purchase or exchange of points on secondary markets, auction sites or through unauthorised intermediaries is strictly prohibited. Points cannot be exchanged for money. Any attempt to trade or misuse the points transfer function may result in the immediate termination of both accounts (sender and recipient) and the forfeiture of all points.

3.6.   Any form of abuse of the Elevate Loyalty Programme including non-compliance with the rules and procedures, attempting to earn reward points or status points by fraud, providing falsified documents or knowingly exploiting system errors will be considered a breach of the general conditions of the loyalty programme. In the event of suspected unauthorised activity of any kind, Air Serbia has the right to suspend the member account without prior notice and permanently disqualify the member from the Elevate Loyalty Programme, which will result in the loss of all accumulated status and reward points. Also, passengers who attempt to redeem travel using a ticket found to be the subject of unauthorised sale or commercial transaction may be denied boarding, with the possibility of being required to pay the full commercial fare on the spot in order to continue the journey.

3.7.   If the member is placed on the list of passengers with unacceptable or problematic behaviour, Air Serbia reserves the right to suspend the member's account without prior notice, and permanently disqualify the member from the Elevate Loyalty Programme, which will result in the loss of all accumulated status and reward points.

4.       Reimbursement

General rules for refund of reward tickets

4.1.   Refund of reward tickets is only available if the tariff rules permit a refund.

4.2.   Refunds are made exclusively via the same payment method used for the purchase.

4.3.   Airport taxes and fees that have not been used, and for which the terms allow a refund, will be refunded in full.

4.4.   In the case of a partially used ticket, a refund is calculated on the basis of the unused flight segment in accordance with the fare rules.

Refund of reward tickets paid for with reward points (including charges paid by monetary means)

4.5.   If the reward ticket was paid for with reward points, and the tariff rules allow a refund, the member will be refunded the total number of points spent on the purchase of that ticket to their membership account in the Elevate Loyalty Programme.

4.6.   All unused airport taxes and charges, for which the terms permit a refund, will be refunded in full by the same method of payment (the member's bank account).

4.7.   If the tariff rules provide for a penalty for a refund, the member must pay the penalty amount in cash before the refund is processed. Once the member has paid the penalty, points will be refunded to the membership account, and any unused airport taxes and charges that are eligible for a refund will be returned to the member's bank account.

4.8.   In the case of a partially used reward ticket (one direction used), the refund applies exclusively to the unused portion of the ticket, and the same rules as above apply.

5.       Ticket change with surcharge

Commercial tickets

5.1.   When replacing commercial tickets, the member is required to pay the difference in price in accordance with the applicable fare regulations. The payment may be made by monetary means or by using reward points.

Reward tickets

5.2.   Reward ticket redemptions are permitted exclusively in accordance with the applicable fare rules and the general conditions of the loyalty programme. If a price difference arises, the shortfall may be paid in cash or with reward points, in accordance with the general conditions of the loyalty programme.

6.       Personal data

6.1.   Personal data relating to members' participation in the Elevate Loyalty Programme are processed and used for the purpose of implementing the Elevate Loyalty Programme in accordance with the applicable personal data protection regulations, including the Personal Data Protection Act of the Republic of Serbia or the General Data Protection Regulation (GDPR) (EU Regulation 2016/679), as applicable.

6.2.   Detailed information regarding the processing of personal data is provided in the privacy policy. By registering with the Elevate Loyalty Programme, the member confirms that they are familiar with the privacy policy and accept it.

7.       Audit and Compliance Control

7.1.   Air Serbia reserves the right to, at any time and without prior notice to the member, conduct an audit of all member accounts in the Elevate Loyalty Programme, to verify compliance with the programme's rules, laws and applicable conditions of carriage and/or tariffs.

7.2.   In the event that an audit finds discrepancies or violations of the Elevate Loyalty Programme, the processing and/or use of benefits or the collection and use of status and reward points may be delayed by Air Serbia until any identified irregularities or breaches are remedied in a manner that Air Serbia deems satisfactory. Until such a procedure is concluded, the member may be prevented from using reward points and benefits, in accordance with Air Serbia's decision.

7.3.   Air Serbia reserves the right to exchange information with partners or their representatives for the purpose of conducting audit or compliance control.

8.       Liability

8.1.   Air Serbia is not liable for any loss or damage arising from or in connection with the Elevate Loyalty Programme, except to the extent that such damage or loss results from gross negligence or intent on the part of Air Serbia.

8.2.   Air Serbia does not accept any liability for any loss or damage arising from termination, amendment or withdrawal from the Elevate Loyalty Programme or the withdrawal from the Elevate Loyalty Programme of any partner. Air Serbia will make reasonable efforts to notify members of such changes or withdrawal as rapidly as possible.

8.3.   Should Air Serbia or any partner unjustly deny a member the award of reward points, status points or benefits, the member shall be entitled to have the unjustly denied points or benefits awarded to them, provided they are available. If the requested benefits are not available, Air Serbia will offer the member comparable current benefits.

8.4.   Legislation in certain countries may impose restrictions on the conditions for operating a loyalty programme or membership in the Elevate Loyalty Programme. Due to local laws and regulations, Air Serbia may be prevented from making the Elevate Loyalty Programme available in certain countries or to certain persons in whole or in part. Air Serbia is not liable in that case and accordingly reserves the right to terminate the member's participation in the Elevate Loyalty Programme and to annul all status and/or reward points that the member may have accrued.

8.5.   The member is obliged to comply with all applicable laws, regulations and other legal acts of all states to which they travel or through which they pass when using reward tickets. Air Serbia will not be held liable for any consequences arising from a member's failure to comply with local laws, including, but not limited to, fines, entry bans, detention by the authorities, or other legal sanctions.

       II.            Earning and validity of points

1.       Types of point

1.1.   There are two types of point in the Elevate Loyalty Programme: reward points and status points. Reward points form the basis for redeeming reward services and benefits under the loyalty programme. These points have an exclusive use value in the loyalty programme and serve as a means for issuing reward tickets, upgrading the class of travel, or purchasing other additional services offered by the company. Upon redemption of any of these services, the corresponding number of reward points is permanently deducted from the member's account, which does not affect their achieved status level.

1.2.   Status points are used exclusively to determine and reach status levels in the loyalty programme. They cannot be exchanged for reward tickets or other services. Status points are earned during the qualification period and determine the benefits a member will receive. Unlike reward points, status points are not spent; instead, their balance is reset at the end of each qualification period in accordance with the status maintenance rules.

2.       Procedure for acquiring points

1.3.   Members can collect points in the following ways: a) by purchasing tickets and redeeming them with JU flights operated by Air Serbia; b) by purchasing and using additional services (ancillaries) provided by Air Serbia; c) through special offers or activities that Air Serbia announces later.

1.4.   Acquiring points by purchasing tickets for JU flights is available for all flights where Air Serbia is both the marketing and operating carrier (including wet-leased flights) for tickets with a 115 prefix. Code-share and interline flights are not eligible for collecting points. Points are awarded only on the basic fare, not on taxes and charges. For points to be credited to the member's account, the flight must be completed and the member must have physically been present on the flight. Points will be credited to the member's account after the flight has been completed. The crediting process may take a few days and is subject to verification of travel details. If the points are not credited, members can submit a claim for retroactive credit within 6 months of the date of travel.

1.5.   When earning status and reward points under the programme, they are treated separately and different multipliers may apply, depending on the type of activity, travel class, status level, promotional offers or other conditions. Air Serbia reserves the right to define, change or abolish the applicable multipliers at any time, in accordance with the rules of the programme.

1.6.   Additional services that qualify for earning points are: additional baggage, additional sports equipment, seat reservation, pets in the cabin, unaccompanied minor service, passes for the Air Serbia premium lounge, priority boarding, priority baggage, priority check-in, fast-track through passport control, upgrade, in-flight oxygen, priority packages and celebration packages.

1.7.   For points to be awarded, the member's number must be entered during the flight booking. If the number was not entered at the time of booking, the member may subsequently enter it in the My trips – My booking section.

1.8.   If a member has not provided their membership number before the flight, they can submit a request for a retroactive point credit via the official Retro claim – Late points entry form in their profile on the Air Serbia website or mobile application. The member must enter the ticket number and/or document number for the additional service for which they are submitting a retroactive points claim. Retro claim – Late points entry may be credited only to a member who submits a request; i.e. if there are several passengers on the same booking, each is required to submit a separate points claim, otherwise only the passenger who submits the request will receive the corresponding points. Points will be awarded exclusively after a successful verification of the data and confirmation that the member personally used the specified flight. A request for retroactive points credit may be submitted no later than 6 months from the date of the flight. Requests submitted after this deadline will not be processed, and the points will be considered permanently lost. New members are eligible for retroactive credit for flights taken within the 3 months prior to their enrolment date in the Elevate Loyalty Programme. The same conditions apply to these flights as to those flown after joining – points are only credited for flights sold and operated by Air Serbia.

1.9.   Air Serbia reserves the right to occasionally offer members the opportunity to collect additional (bonus) points through promotional offers. Such offers may be temporary in nature, and the company reserves the right to amend or withdraw them at any time without prior notice. All special offers are subject to these general conditions, but may also be governed by additional rules specific to the campaign.

1.10.  Members of the programme aged 2 to 18 (minors) are entitled to collect points under the same conditions as adult members, with the mandatory consent of a parent or legal guardian given at the time of registration. They may make use of their points once they turn 18.

1.11.  Points will not be awarded for the portion of a ticket or additional services paid for with points (points are not earned on points).

1.12.  The number of points collected directly depends on the status level (the tier) the member holds at the time of the JU flight. Each higher status level allows the member to earn a higher rate of points through the application of multipliers to the basic fare. A detailed overview of the multipliers and the point accumulation rate for each tier is available on the programme's official website. These multipliers apply exclusively to the basic fare and are designed to help you earn rewards faster within the Elevate Loyalty Programme. The company reserves the exclusive right to change the multiplier value, the method of calculating points, and the thresholds for reaching higher levels at any time without prior notice. Members will be notified of all significant changes via the official communication channels.

1.13.      The minimum number of points that a member can earn on JU flights per flight segment amounts to five points. This includes additional services on JU flights (ancillaries).

3.       Validity of reward points

1.    

1.1.   Reward points are valid for a specific period, which runs from the date the reward points are earned until the end of the specified validity period, which, depending on the member status, is:

-      Blue – 12 months

-      Bronze – 24 months

-      Silver – 24 months

-      Gold – 36 months.

1.2.   Reward points are valid until the last day of the month in which the 12, 24, or 36-month period expires, depending on the status level. The member will be notified by a service email about the expiry of their reward points on the first day of the month in which the validity period ends.

     III.            Status

1.       Status levels

1.1.   There are four status levels in the loyalty programme, depending on the number of status points earned. Each status level provides certain benefits to members, with higher levels retaining all the benefits of lower levels. The available status levels are:

-      Blue

-      Bronze

-      Silver

-      Gold.

1.2.   The acquired status will be valid for a specific period of time, depending on the status level, as follows:

Blue – unlimited

Bronze – until the end of the next calendar year from the date of earning the status

Silver – until the end of the next calendar year from the date of earning the status

Gold – until the end of the next calendar year from the date of earning the status.

1.3.   For a member to advance to a higher status level, they must meet one of the following two criteria during the qualification period:

1.4.   Each subsequent status level contains a multiplier for collecting status points, which allows for faster accumulation. Bronze status allows you to collect 10% more status points than Blue status, Silver status 25% more than Blue status, and Gold status 50% more status points than Blue status.

1.5.   When a member progresses to a new status tier for any reason, their previously accumulated status points and the number of flown segments on JU flights are reset to 0, and the member then re-accumulates them to reach the next status tier.

1.6.   If a member meets the minimum requirement of status points/JU flights flown during the qualification period that was needed to originally obtain that status, but does not earn enough status points/JU flights flown to advance to a higher status level, they will retain their current status level.

1.7.   If a member does not earn a sufficient number of status points or completed JU flights during the qualification period to maintain their current status level, they will be downgraded by one status level upon the expiry of the status period.

2.       Nomination of Silver member

2.1.   A member with Gold status may nominate one person to automatically gain Silver status. A member may nominate a person only once upon reaching Gold status, regardless of how many times they renew their status or regain Gold status thereafter.

2.2.   The request for the nomination of a Silver member is submitted exclusively via the nomination form located in the Profile section of the membership account.

3.       Transfer of status points

3.1.   Members with Silver and Gold tier status have the ability to roll over tier points into the next qualification period. This means that any tier points a member earns above the minimum required to maintain their current status are automatically carried over to the next qualification period. If a Silver member earns enough tier points to maintain their Silver status, but not enough to reach Gold status, all tier points above the threshold required to maintain Silver status are carried over to the new qualification year and count towards their starting balance. In the same way, for Gold members, any status points in excess of the threshold required to maintain Gold status are carried over, making it easier to renew at the highest tier. This benefit applies exclusively to status points, while the number of earned JU flights (segments) are reset to zero at the end of each qualification period, with no carry-over into the next qualification period.

    IV.            Bonus

1.       Welcome bonus

1.                

1.1.               Upon registering for the loyalty programme, Blue status members are awarded a welcome bonus of 100 reward points.

1.2.               Members will be able to use the reward points earned as part of the welcome bonus after their first JU flight is completed.

2.       Bonus for reaching the next status level

2.1.               Members are entitled to a bonus in the form of reward points, which is awarded each time members qualify for the next status level:

-      for reaching Bronze status, 150 reward points are awarded;

-      for reaching Silver status, 250 reward points are awarded;

-      for reaching Gold status, 500 reward points are awarded.

3.       Birthday bonus

3.1.               Members with Bronze, Silver or Gold status are awarded a birthday bonus of 100 reward points on their birthday.

4.       One-off bonus on reaching a threshold of flown JU flights

4.1.               Members of the Bronze, Silver and Gold status levels are entitled to a one-off bonus upon reaching a certain threshold of flown JU flights, as follows:

-      Bronze: 1,000 reward points on 10 completed JU flights

-      Silver: 2,500 reward points on 20 completed JU flights

-      Gold: 5,000 reward points on 30 completed JU flights.

5.       Favourite route bonus

5.1.               A member is entitled to select their favourite JU route in their membership account. The selected route cannot be changed for a period of 12 (twelve) months. Members will receive double reward points for flights on their favourite routes, as follows:

-      Blue: double reward points for one flight on your favourite route

-      Bronze: double reward points for five flights on your favourite route

-      Silver: double reward points for ten flights on your favourite route

-      Gold: double reward points for an unlimited number of flights on your favourite route.

      V.            Using reward points

1.       Using reward points to purchase reward tickets

1.1.               Members are entitled to use reward points to acquire reward tickets from the entire range of Air Serbia's offers, in accordance with Air Serbia's current price lists and tariff rules.

1.2.               Upon issuing a reward flight ticket, reward points are used exclusively to cover the basic fare for air transport. Points cannot be used to pay for additional taxes and charges.

1.3.               All applicable airport taxes, security fees, government taxes and duties, and other prescribed surcharges (including, but not limited to, fuel surcharges - YQ/YR fees), are the sole financial responsibility of the member. The member is required to settle the said amounts in full with monetary payment at the time of issuing the reward ticket. The reward ticket will not be issued until full payment of all applicable taxes and charges has been made by monetary means.

1.4.               The number of reward points required to book a specific flight is not fixed, but is calculated on the basis of the member's preferences and the publicly available basic fare at the time of booking. The required number of reward points depends directly on the flight selected, the class of travel and seasonal factors and capacity availability. The number of reward points is subject to change until the booking is finalised and the reward points are deducted from the member's account.

1.5.               Air Serbia reserves the right at any time to change, amend or suspend the range of products and services for which members can redeem their accumulated reward points, and to change the value of points in relation to the fare price of an airline ticket, or to introduce restrictions on certain routes or travel periods, of which members will be notified via the communication channel.

1.6.               Changes to a flight date or time, and the cancellation of reward tickets, are strictly subject to the fare rules under which the ticket was issued, with which the member is obliged to familiarise themselves before completing the purchase process. If the rules of the selected fare allow, changes or cancellations to the journey are possible, but may require the payment of prescribed penalties defined by the fare itself.

1.7.               Members of the Elevate Loyalty Programme have the right to use their accumulated reward points to issue reward tickets or other available services for the benefit of third parties, regardless of whether those parties are members of the Elevate Loyalty Programme, while the member from whose membership account the points are redeemed bears sole responsibility for the accuracy of the entered data and the passenger's consent.

1.8.               For the issue of a single reward flight ticket or the redemption of any individual ancillary service, all required reward points must originate from a single, unique member account of the member making the booking. In accordance with the loyalty programme rules, it is not permitted to combine or merge reward points from different member accounts to cover the total value of a single transaction. Air Serbia reserves the right to enable point pooling in the future, through special programme add-ons or promotional campaigns, about which members will be duly notified via the communication channel.

1.9.               Members must call Air Serbia's Contact Centre or visit one of Air Serbia's branches to take advantage of this opportunity.

2.       Option to purchase additional baggage with reward points

2.1.               Members have the option to pay for additional baggage with reward points during the booking process, according to Air Serbia's current price list.

2.2.               Members must call Air Serbia's Contact Centre or visit one of Air Serbia's branches to take advantage of this opportunity.

3.       Paying for unaccompanied child service with reward points

3.1.               Members have the option to pay for an unaccompanied child service with reward points, in accordance with Air Serbia's applicable tariff.

3.2.               Members must call Air Serbia's Contact Centre or visit one of Air Serbia's branches to take advantage of this opportunity.

4.       Pay for an upgrade with reward points

4.1.               Members have the option at Nikola Tesla Airport of using award points to upgrade, up to 60 minutes before departure, subject to availability and in accordance with the applicable fare rules.

4.2.               Use of this offer is only available at Air Serbia's counter at Nikola Tesla Airport.

    VI.            Benefits

1.       Priority for check-in at the airport

1.1.               Members with Bronze, Silver or Gold status are entitled to use the priority check-in desk at Nikola Tesla Airport in Belgrade, while at certain airports in the JU network they may use the business class check-in desks for priority check-in, subject to availability.

2.       Extra baggage

2.                

2.1.               Silver and Gold members are entitled to one additional piece of baggage. This benefit does not apply if members are using the Light fare, in accordance with Air Serbia's applicable fare rules.

2.2.               Members with Silver status are entitled to one additional piece of baggage up to 23kg, with a maximum total dimension of length + width + height = 158 cm.

2.3.               Members with Gold status are entitled to one additional piece of baggage up to 32kg, with a maximum total dimension of length + width + height = 158 cm.

3.       Free transport of sports equipment

3.                

3.1.               In accordance with Air Serbia's current regulations on the transport of sports equipment, members with Silver or Gold status are entitled to one free piece of sports equipment:

-      Silver: 1 piece of small or medium-sized sports equipment;

-      Gold: 1 piece of small, medium or large-sized sports equipment

3.2.               To take advantage of this facility, in the case of transporting small-sized sports equipment (if the dimensions comply with Air Serbia's regulations), Silver and Gold members can proceed directly to the check-in desk at the airport. For the transport of medium or large sports equipment, the service must be booked in advance by calling the Air Serbia Contact Centre or by visiting one of Air Serbia's branches.

4.       Priority boarding

4.1.               Members are entitled to priority boarding on Air Serbia flights as follows:

—      Bronze: the second group with business class (J cabin) during a promotional period of a duration to be confirmed;

—      Silver: the second group with business class (J cabin);

—      Gold: the first group before business class (J cabin).

5.       Free access to the premium lounge

5.1.               Members with Silver status are entitled to access for up to 3 (three) hours, and members with Gold status are entitled to all-day access to the Air Serbia lounge at Belgrade Nikola Tesla Airport.

5.2.               Members with Gold status are entitled to access premium lounges within the network where permitted under the applicable rules.

5.3.               The current list of premium lounges within the network is available at the following link and is subject to change.

6.        Premium lounge access pass

6.1.               Gold members are entitled to bring exclusively one guest into the Air Serbia premium lounge at Belgrade Nikola Tesla Airport, who may stay in the premium lounge for a maximum of three hours.

6.2.               When members earn a certain number of status points, depending on their status level, they receive a certain number of passes which allow them to bring guests into the Air Serbia premium lounge at Belgrade Nikola Tesla Airport for a stay of up to 3 (three) hours, as follows:

-      Silver: two guest passes for 6,000 status points earned;

-      Gold: four guest passes for 6,000 status points earned.

7.       Purchase of a premium lounge access pass

7.1.               Members have the option to use reward points to purchase an access pass to the Air Serbia premium lounge at Belgrade Nikola Tesla Airport

7.2.               To take advantage of this benefit, members must call the Air Serbia Contact Centre or visit one of Air Serbia's branches.

8.       Free choice of standard seats

8.1.               Members with Silver and Gold status have the option of free choice of standard seat, regardless of the fare.

8.2.               Free choice of standard seat applies to both the member and guests in the same booking.

9.       Class upgrade

9.1.               Members with Silver or Gold status are entitled to a one-time upgrade voucher to business class on a JU flight. Vouchers are awarded to members after they have reached a certain threshold of accumulated status points, as follows:

-      Silver: one pass for flights within Europe on reaching 7,500 status points;

-      Gold: one pass for flights within Europe on reaching 7,500 status points + one pass for long-haul flights (China, America, Canada) on reaching 13,500 status points.

9.2.               To take advantage of this benefit, members must call the Air Serbia Contact Centre, or visit one of Air Serbia's branches.

10.   Upgrade to a higher class at a lower price

10.1.            Members with Silver and Gold status are entitled to a one-time 50% upgrade voucher for business class on a JU flight, which is awarded to members after reaching a certain threshold of status points as follows:

-      Silver: 1 discount voucher on reaching 9,000 status points

-      Gold: 1 discount voucher on reaching 9,000 status points + 1 discount voucher on reaching 12,000 status points

10.2.            To take advantage of this benefit, members must call the Air Serbia Contact Centre, or visit one of Air Serbia's branches.

11.          Free extension of booking before payment

11.1.            Gold members are entitled to extend their booking for up to 24 hours free of charge. Where the applicable rate offers a more flexible duration, this will be applied instead. This benefit also extends the booking for all passengers on the same reservation as the Gold member who wishes to use it.

11.2.            To take advantage of this benefit, members must call the Air Serbia Contact Centre, or visit one of Air Serbia's branches.

12.   Priority when calling the Contact Centre

12.1.            Members with Silver and Gold status have priority when contacting the Contact Centre, with priority being determined in the following order: Gold members have the highest priority, followed by Silver members.

12.2.            Prioritisation will be carried out exclusively on the basis of the telephone number provided by the member upon registration, and the member must call the Contact Centre from that number.

13.   Priority luggage tag

13.1.            Members with Bronze, Silver and Gold status are entitled to complimentary priority luggage tags, subject to availability.

13.2.            Members can claim this benefit by requesting a priority luggage tag from the check-in agent, by showing their membership card in the mobile app, which confirms their membership tier.

14.   Priority passage at passport control

14.1.            Gold status members have the option of priority passage through passport control at Belgrade Nikola Tesla Airport.

15.   Free choice of priority seat

15.1.            Gold status members are entitled to a free priority seat. This entitlement applies only to the member, and not to individuals in the same booking.

15.2.            The passenger is required to comply with exit row rules; otherwise, the crew reserves the right to move them from this seat.

16.      Free choice of seat with extra legroom

16.             

16.1.            Gold status members are entitled to free choice of seats with extra legroom. This entitlement applies only to the member and not to any individuals in the same booking.

16.2.            The passenger is required to comply with exit row rules; otherwise, the crew reserves the right to move them from this seat.

17.   Free same-day changes on the same route.

17.1.            Gold status members have the option of a free flight change for the same day and the same route, on the day of travel only. This benefit applies only to flights within Europe.

17.2.            A member may use this benefit at the Air Serbia counter at Belgrade Nikola Tesla Airport.

Travel Requirements

You may require a visa for travel to some destinations to and via which you are required to travel due to the booking you have made through the Air Serbia website. It is your responsibility to obtain such visas required for travel. You must also have valid passport for the duration of the travel and the expiry date of your passport must be acceptable to all the countries you enter. More information on the passport and visa requirements is available at the embassy of the country or countries you will be travelling to, and at the closest Air Serbia office.

The fares quoted may not include the individual charges such as departure taxes, passenger service charges, and airport taxes, imposed by airport or aeronautical authorities of the countries you are visiting. You will be required to pay them directly to the charging authorities.

You are also advised to check with your doctor whether you are required to undergo immunization prior to entry or stopover in the countries to and through which you will be travelling. Some countries require that you have adequate travel insurance. It is your responsibility to ascertain these requirements and to fulfill such requirements.

Indemnity

As a condition of use of the Air Serbia website, you agree to indemnify us from and against any and all liabilities, expenses (including attorney's fees) and damages arising out of claims resulting from your use of the Air Serbia website, including without limitation any claims alleging facts that, if true, would constitute a breach by you of these terms and conditions.

Links to Third-Parties' Websites

The Air Serbia website may contain links and pointers to internet sites maintained by third parties. Air Serbia does not operate or control in any respect any information, products or services on such third-party sites. Third-party links and pointers are included solely for your convenience, and do not constitute any endorsement by us. You assume sole responsibility for use of third-party links and pointers.

Complaints

If you are dissatisfied with any aspect of the Air Serbia website or if you have any complaints about any of the services provided by Air Serbia please contact us.

Choice of law and jurisdiction

Your use of the Air Serbia website and the Air Serbia terms and conditions is subject to the Serbian laws, and you agree to submit to the exclusive jurisdiction of the courts in Serbia. Air Serbia reserves the right to bring proceedings to the courts of the country of your location.

Use of Credit card

We accept all major credit cards. The credit card must be in the name of one of the passengers travelling and the same card must be carried at the time of travel, together with the form of identity submitted during the booking process, for verification at check-in. Alternatively, if the passenger travelling is not the cardholder, or if for any reason, the credit card used for the booking cannot be produced at check in, Air Serbia may require that a clear photocopy of both sides of the credit card used for a booking may be presented, duly signed by the cardholder authorizing the use of the card for the purchase of the ticket. For security reasons, we request you to strike out the Card Verification Value (CVV) code of the card on the photocopy.

Your credit card will be debited when you click on the confirm button.

If you do not have a credit card, you may choose to pay in cash while visiting one of our offices.

The tickets shall be delivered to you depending on your selection of the method of delivery and upon satisfactory proof of payment and identity.

Disclaimer: Air Serbia accepts no liability or responsibility and will not be liable or responsible for any loss, damage, misuse or unauthorized access occurring in connection of with the provision of credit card data. Air Serbia will not be responsible or liable for any action or decision made by you in reliance on the information with regard to credit card usage on this website, even if Air Serbia has been advised of the possibility of these damages.

If the booking travel originates from some specific countries, the credit card used to make payment for this booking may be verified at the time of check-in, failure to which you will not be allowed to fly using this booking.

Kindly note that Air Serbia is based in Belgrade, Serbia. It is possible that your credit card Issuing Bank may levy an additional fee for this transaction, for usage of the card in a foreign country. For further information, kindly contact your respective credit card Issuing Bank.

Air Serbia will charge your credit card in the currency as displayed on the booking confirmation. If you are not using a credit card based in the country of departure of the itinerary, your credit card Issuing Bank may levy a fee for transaction in foreign currency, and may also apply different exchange rate as compared to those given by the currency converter on our site. Kindly contact your credit card Issuing Bank for further information on any fees and the applicable exchange rates.

For payments by VISA or MasterCard, depending on your credit card Issuing Bank, you may have to complete an extra level of security check through the "Verified by Visa" or "MasterCard Secure" page. A pop-up window will appear after you confirm the purchase of your itinerary, containing your bank's logo, in which you must provide your ‘Verified by Visa' or ‘MasterCard Secure' password. This is not the PIN used for ATM/ Cash Machine transactions. If you are requested to enter this password, and if you have not registered for this authentication service, kindly contact your bank to register. If you are requested to enter this password and you choose to continue without entering it, or enter incorrect password, your booking may not be successfully completed. For further information, kindly contact your credit card Issuing Bank.

Serbian residents that use credit cards issued by a Serbian bank will be able to make payments in RSD currency only. Any attempt to make a payment in any other currency will not be successfully completed.

Air Serbia reserves the right to refuse carriage in case of non-compliance with these credit card rules.

We will make every effort to maintain confidentiality when securing an online payment. This covers the security of your credit card details and other personal information. All of your personal information is encrypted as it travels over the Internet.

Registration

Air Serbia offers you the possibility of creating your individual web profile on airserbia.com. It is important that you follow the rules below when you register for a web profile on airserbia.com.

• to create a web profile on airserbia.com you must be at least 16 years old
• you can only create one personal web profile
• you may not create a web profile for anyone other than yourself
• you may not use false personal information to create your web profile

You should not disclose your password or grant access to your web profile to another person.

Keep your personal data accurate and up-to-date. This is important because your personal information will be used when you are booking tickets online on airserbia.com.

Use of web profile information

Air Serbia will use the web profile information to complete a number of applications on our website and to send you information and offers if you have subscribed to our newsletter.

Use of your web profile

You can use your stored personal information when you make an online booking or manage your booking online for tickets purchased on airserbia.com.

You can only make use of stored data when you are already logged in to airserbia.com. You can always delete or update your personal information.

Bookings

Having a web profile will make your booking process easier and more efficient.

Passport information

You can store your passport information in your web profile and facilitate an easier booking process through pre-completion of passport information.

All airlines are obliged to provide passport details of their passengers to the authorities of certain countries prior to departure. This passport information is known as API-Advance Passenger Information. Please note that it is your responsibility to keep the passport information in your web profile accurate as any incorrect or false information might cause you problems when passing through customs at your destination airport.

Deleting your account

You can choose to delete your account at any time. Deleting your account is permanent and cannot be undone but you can always register again.

Subscriptions

During or after registration you can choose to receive Air Serbia marketing material. You can unsubscribe from receiving Air Serbia marketing materials at any time.

Privacy

Air Serbia will not share your personal information with any third party without your consent. For more information regarding the use of your personal information on airserbia.com, please read Air Serbia Privacy Policy and Passenger Rights.

General provisions

Air Serbia reserves the right to change or cancel features and/or procedures related to web profiles or amend these Terms and Conditions.

Air Serbia does not accept any liability whatsoever for damage claims by web profile holders for making legally required country-specific alterations. Notification of alterations and amendments of these Terms and Conditions will be issued through the Air Serbia web profile.

Air Serbia does not accept any liability whatsoever with respect to any damage, delay or loss arising out of or in connection with the use of an Air Serbia web profile or any data (incorrectly) stored by you, save to the extent in which such damage or loss arises out of gross negligence by Air Serbia, or is intentionally caused by Air Serbia. Any claim must be lodged directly with Air Serbia.

Your Consent

By continuing to use our website, you are agreeing to our placing cookies on your computer in order to analyse the way you use our website. Please read this cookie policy carefully for more details about the information we collect when you use this site.

If you do not wish to accept cookies in connection with your use of this website, you must stop using our site.

What is a cookie?

Cookies are small files that are placed on your computer by websites that you visit or certain emails you open. They are widely used in order to make websites function properly, as well as to provide business and marketing information to the owners of the site.

The cookies we use on Air Serbia website help us provide you with a better online experience, remember your preferences, and assist us with site improvements. By accessing our websites, you agree that this cookie policy will apply whenever you access an Air Serbia site, regardless of the device you use.

What personal information do cookies collect?

Generally, a cookie will contain a string of text that contains information about the browser. To work, a cookie does not need to know where you are from, it only needs to remember your browser.

Some cookies we use may store more personal information about you. However, this can be done only if you yourself have provided the our website with that personal information.

Can I withdraw my consent?

Once you have given us your consent to the use of cookies, we shall store a cookie on your computer or device to remember this for next time. This will expire periodically (and in all cases within 13 months). If you wish to withdraw your consent at any time, you will need to delete your cookies using your internet browser settings.For further information about deleting or blocking cookies, please visit aboutcookies.org.

How can I turn cookies off?

Internet browsers allow you to change your cookie settings. These settings are usually found in the 'options' or 'preferences' menu of your internet browser. In order to understand these settings, the following links may be helpful. Otherwise you should use the 'Help' option in your internet browser for more details.

Cookie settings in Internet Explorer
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When do we use cookies?

Air Serbia uses cookies on www.airserbia.com for the following purposes:

Technical

Cookies are used for technical reasons to enable the efficient working of www.airserbia.com. For example, to:

• Balance website traffic to ensure our customers receive a consistent and reliable service
• Limit traffic to key parts of the website in order to maintain performance levels
• Store your acceptance of the Privacy Policy, cookies policy and website terms and conditions, without which access is not granted to www.airserbia.com
• Make sure you connect to the right service on our website when we make any changes to the way the website works
• Route users to specific applications of a service, or specific servers

Ease of use

Cookies are used to enhance the ease of use of www.airserbia.com for customers. For example, to:

• Remember information you have entered on order forms when you navigate to different pages during a web browser session
• Remember the goods and services you ordered when you get to the checkout page
• Identify you as being logged in to our website
• Remember settings you've applied, such as layout, text size, preferences, and colours
• Remember if we've already asked you if you want to fill in a survey
• Show you when you're logged in to the website

Tracking

Cookies are used to gather statistics on how visitors use our site. For example, to:

• Gather feedback on customer satisfaction through our website survey
• Gain insight into how visitors use the website so that we can make improvements to its usability

Targeting

“Targeting” cookies are linked to services provided by third parties, such as 'Like' buttons and 'Share' buttons. Third parties provide these services in return for recognizing that you have visited our website.

Link to social networks like Facebook, who may subsequently use information about your visit to target advertising to you on other websites.

Provide advertising agencies with information on your visit so that they can present you with advertisements in which you may be interested.

All of these cookies are managed by third parties, and you may refer to the third parties' own website privacy notifications for further information.

By using our site, you accept the use of "Targeting" cookies. In some cases accepting these cookies may be a condition of using the website; so if you disable/block them we cannot guarantee how our site will perform.

You can choose to opt out of this type of advertising permanently by going to http://www.networkadvertising.org/choices.

Google Analytics

This website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”).

Google Analytics uses cookies, which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. In case of activation of the IP anonymization, Google will truncate/anonymize the last octet of the IP address for Member States of the European Union as well as for other parties to the Agreement on the European Economic Area. Only in exceptional cases, the full IP address is sent to and shortened by Google servers in the USA. On behalf of the website provider Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage to the website provider. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser. However, if you do this, you may not be able to use the full functionality of this website.

For more information about Google analytic cookies, please see Google's help pages and privacy policy: Google's Privacy Policy  and Google Analytics Help.

Google have developed the Google Analytics opt-out Browser add-on for the Google Analytics JavaScript (ga.js, analytics.js, dc.js). If you want to opt-out of Google Analytics, you can download and install the add-on for your web browser. For more information, click here.