Air Serbia

Frequently asked questions about flights and tickets

Here you can find answers to frequently asked questions. If you have any additional questions, our Contact Centre is available at all times (From Serbia: 0800 111 528, From other countries: +381 11 311 21 23)

  • 1. Why did Air Serbia cancel some of its flights?

    As a result of the Competent Authorities' Decisions, in order to prevent the spread of COVID-19, flights to certain territories have been cancelled. Also, due to a decrease in demand across Air serbia network connected to outbreak of Coronavirus, Air SERBIA will be forced to cancel some of its flights. Passengers with bookings affected by these cancellations will be handled in accordance with regulations.

  • 2. Which routes are affected by cancellations?

    Air SERBIA follows all Decisions of Competent Authorities and monitors performance of all its routes across the network. Flights that are declared to be affected by Coronavirus will be cancelled. All information about affected flights is available on link

  • 3. What kind of refund or re-book options are offered to those, whose flights have been cancelled?

    Passengers with bookings affected by these cancellations will be automatically informed about their options. Passengers who have booked directly on airserbia.com or via the Contact Centre and Retail Shops will receive an email notification in accordance with our General Conditions of Carriage.

    Clicking on the link in the e-mail, passengers can choose via our self-service platform the best option between below options

    • Free re-schedule of travel dates to the end of the year
    • Free change of destination
    • Refund of airfare
  • 4. How will affected passengers be notified of the cancellations?

    All customers affected by flight cancellations will be notified in advance via e-mail and will have the opportunity to select one of three options

    • Free re-schedule of travel dates to the end of the year
    • Free change of destination
    • Refund of airfare
  • 5. How can passengers redeem their refund or re-book?

    Passengers may exercise their right to re-book or refund provided they contact Air Serbia Contact Centre or the nearest Air Serbia Retail Shop, before the date of commencement of their travel, shown on the ticket.

  • 6. Will Air Serbia pay compensation for cancelled flights in line with regulations?

    Air SERBIA will obey relevant regulations regarding the compensation due to coronavirus outbreak when the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.

    In line with Serbian regulations, in case of flights that are cancelled two weeks prior to departure or more,  or due to extraordinary circumstances or due to decision of respective authorities, compensation will not be paid, while re-routing or original fare refund will be offered. For voluntary cancellation, performed by passengers, compensation will not be paid and re-routing or original fare refund will not be offered.

  • 7. Procedure in case of flight cancellation. What shall I do?

    You should contact Air Serbia Contact Centre or the nearest Air Serbia Retail Shop before the date of your travel, shown on your ticket. They will give you all the necessary information and offer you all possible options.

  • 8. I don’t want to travel anymore even if my flight was not cancelled. Can I apply for a refund?

    Yes. Your ticket will be refunded according to conditions of fare paid.

  • 9. Which countries have introduced any type of travel ban?

    Please refer to the following IATA Travel Centre link

  • 10. What are the new rules for travel to USA?

    The US government has prohibited non-US citizens to board flights to the United States if they have been present in the Schengen Area, United Kingdom and Republic of Ireland within the preceding 14 days of the date of their entry or attempted entry into the United States. Persons who transit/transfer through the Schengen Area, United Kingdom and Republic of Ireland are considered to have been present in the Schengen Area, United Kingdom and Republic of Ireland.

  • 11. Why online check-in service isn't available?

    Due to changes in travel caused by the global emergence of coronavirus, Air Serbia is temporarily suspending its online check-in service. Passengers can check in at the airport counters, which open 2 hours prior to flight. At Belgrade Airport, this option is available even earlier.