Air Serbia offers passengers the opportunity to book dedicated escort for an effortless and hassle-free experience at selected airports. You will find the conditions of Meet & Assist service here.
Any customer purchasing Meet and Assist service is considered to have read, understood and accepted the Conditions highlighted below.
Air Serbia would be able to sell Meet & Assist to all Air Serbia passengers (passengers flying on any Air Serbia operated flights and holding tickets issued on JU ticket stock (tickets beginning with 115)), as long as passenger's itinerary starts with a flight operated by Air Serbia.
Air Serbia would not be able to sell the service to passengers flying on Air Serbia operated flights, but holding tickets issued on other airlines' ticket stocks (tickets starting with any number other than 115) and to passengers flying on Air Serbia flights operated by other airlines and holding tickets issued on JU ticket stock (tickets beginning with 115).
Number of Meet & Assist services that can be sold per flight is limited. Air Serbia reserves the right to limit and dynamically control the number of service sold per day, per flight, per sales channel or per any other criteria. Air Serbia reserves the right to automatically deny sales of the service if the limit level has been reached.
About the service
Meet & Assist service is intended for passengers who require assistance in situations where other passengers do not need it due to their age, language inability and difficult orientation at the arrival or transfer points or due to other reasons. Meet & Assist service does not include and is not equivalent to escort of Passengers with Reduced mobility (PRMs), Infants, UMNRs, DEPU/DEPA/INAD passengers.
Meet & Assist in general consists of welcome, escort, help with airport formalities (i.e fast tracking, priority screening etc.), and providing directions. Bag carrying and translation services are usually not included in Meet & Assist service.
If and when escorting is part of the delivered service, Air Serbia does not guarantee that a single agent would exclusively be escorting a single passenger. One agent might escort multiple passengers. This differs from station to station and is dependent on handlers' organization and operational organization.
Meet and Assist service could be provided to travelers at any part of their journey - departure, arrival and/or transit. Provided service differs depending on what part of the journey the service is delivered at. Service is not necessarily provided at all parts of the journey at all stations.
Purchasing the service
Meet and Assist service can be purchased through one of the following channels: airserbia.com, Contact Center, any of Air Serbia retail offices, and at one of the selected Travel Agencies.
Service is to be booked and paid for at the same moment, otherwise Air Serbia would not be able to guarantee service fulfilment.
Service can be purchased only up to 48hrs prior to departure due to operational reasons. Requests placed less than 48hrs prior to departure would be automatically rejected by Air Serbia.
Meet & Assist is charged per passenger.
In the event of a family or group travel, companion travelers do not get the services free of charge if one of the passengers on the reservation purchased the service (every passenger would have to pay for it separately).
Children (2-12 years old) are charged the same fee as adult passengers. Infants travelling with adults are exempted from paying the fee when travelling with adults, as long as all accompanying adults on the same reservation purchased the service.
Using the service
Passengers do not earn additional Etihad Guest points by purchasing and/or using the service.
All passengers who purchased the service are advised to bring along the proof of purchase (in any form - electronic or paper) when travelling. In the event of system error and/or shutdown, Air Serbia would request its passengers to show a valid proof of purchase otherwise the service would not be delivered. Valid proof of purchase is an EMD (received as a confirmation that the service has been purchased)). Payment slip transaction is not a valid proof of purchase.
When at the airport, there is no dedicated Meet & Assist meeting point. Please report directly to either Air Serbia check-in, and/or dedicated Service Desk 90min prior to departure or to the Transfer Desk, otherwise the service might not be delivered.
Service is not available on all stations and routes Air Serbia operates to. Please find below the list of stations where Air Serbia can arrange Meet and Assist be provided to as of 23 April 2017. List is given in the following form - city name (airport 3 letter code): Amsterdam (AMS), Athens (ATH), Paris (CDG), Dusseldorf (DUS), Rome (FCO), London (LHR), Milan (MXP), Bucharest (OTP), Prague (PRG), Thessaloniki (SKG), Moscow (SVO), Vienna (VIE), Brussels (BRU), Sofia (SOF), Tel Aviv (TLV), Zurich (ZRH), Ljubljana (LJU), Podgorica (TGD), Tivat (TIV), Larnaca (LCA), Malta (MLA), Saint Petersburg (LED), Pula (PUY), Copenhagen (CPH), Nice (NCE), Helsinki (HEL), Barcelona (BCN), Madrid (MAD), Rijeka (RJK), Zadar (ZAD), Kiev (KBP), Stockholm (ARN), New York (JFK).
Meet and Assist is not provided by Air Serbia directly, but by 3rd party handlers on behalf of Air Serbia. Air Serbia is solely responsible for air transportation as defined by the Montreal Convention. Be advised that service provided as well as the level of the service given may differ significantly from station to station, and depends on what each handler can offer and how they organized and structured the service. However, in the event when passengers believe that promised service has not been delivered, passengers are to contact Air Serbia passengerresponse representatives directly using the following link and file a written report accompanied with valid evience to support their claims for Air Serbia. Air Serbia reserves its right to analyze such cases at its sole discretion on case by case basis.
Refunds & complaints
Meet & Assist refund terms & conditions are independent from ticket refund conditions.
Once purchased, the service is non-refundable (even In the event of voluntary air ticket cancellation).
In the event of Air Serbia rebooking you to a flight not operated by Air Serbia, previously paid Meet & Assist fee would be cancelled and refunded.
In the event of a ticket upgrade to higher class of travel, fee paid for purchase of Meet & Assist could be used to pay for upgrade (applies to any kind of ticket upgrade) or it could be refunded (for any type of ticket upgrade except involuntary upgrade).
In the event of a ticket exchange (for reason such as upsell or voluntary travel date change), Meet & Assist gets transferred to the new flight (if available). The passengercould also decide to cancel the service at that time and use the value previously paid for it to pay for the ticket reissue.
In the event of a delay of an Air Serbia flight, there is a chance that Meet & Assist service would be forfeit. However, Air Serbia bears responsibility for loss of the service and would fully refund the service in such cases.
Any complaints and/or compensation requests driven from providing Meet & Assist service cannot be processed at the airport or onboard our flight.
Meet & Assist is not provided by Air Serbia directly, but by 3rd party handlers on behalf of Air Serbia. Air Serbia is solely responsible for air transportation as defined by the Montreal Convention. Be advised that service provided as well as the level of the service given may differ significantly from station to station, and depends on what each handler can offer and how they organized and structured the service. However, in the event when passengers believe that promised service has not been delivered, passengers are to contact Air Serbia passenger response representatives and file a written report accompanied with valid evidence to support their claims for Air Serbia. Air Serbia reserves its right to analyze such cases at its sole discretion on case by case basis.
Any requests for compensations would be rejected by Air Serbia if submitted later than one month after the date of the flight. Please keep the original EMD as a valid proof of purchase to be able to refer to in such cases.
Air Serbia expressly reserves the right in its absolute discretion to discontinue the service at any time or to refuse to sell it to any specific customer and, if sold, to cancel and not deliver the service. Air Serbia will not be liable for any loss or damage suffered by a purchaser resulting from such refusal, cancellation, or denial.
Air Serbia reserves the right to modify the Terms & Conditions of Meet & Assist at any time without giving any prior notice and/or assigning any reason. The passengers that at the time of amendment already have bought the service, will be subjected to the Terms & Conditions they accepted when buying the service initially, unless they were informed and accepted amendments to Terms & Conditions.
Air Serbia commits to post any changes to the Terms & Conditions in a written form through airserbia.com.