Air Serbia Complaints - Contact and Procedure Info, Typical Issues, and Passenger Rights

Written By Joanna Teljeur

Last Updated: November 11, 2024

Air Serbia, the national airline of the Republic of Serbia, has its headquarters in Belgrade and serves a wide network of destinations across Europe, the Middle East, and North America. While the majority of Air Serbia dealings will be positive, there are certain times when you need to make a complaint.

In all of 2023, only 2 new Air Serbia complaints were opened related to Regulation UK261 (0.09% of the total). This represents about 50 complaints for every million passengers.

However, since this airline predominantly offers flights departing and returning to Europe, EU261 is more likely to apply. As a result, we can infer that there are many more Air Serbia complaints for flight cancellations and delays than this.

Whether your journey encountered an Air Serbia flight interruption or you have comments on the service you received, going about a complaint the proper way can go a long way in resolving things to your satisfaction. Here’s the scoop on everything related to Air Serbia complaints:

Air Serbia Contact - UK and Other Areas

The details on how to contact Air Serbia from the UK, the USA/Canada, and other countries are found on the Air Serbia Contact Us page. There are no specific numbers for certain situations, so you’ll use your country’s number for everything, including complaints, EU261 claims, booking challenges, and lost luggage.

The only other way to contact the airline on their website is through a generic form. Similar to the phone numbers, it’s a catch-all for most complaints.  

Air Serbia Customer Service

When you need an immediate resolution to your complaint, it’s best to use the Air Serbia phone numbers. From Monday to Saturday, the various call centres can be reached between 6 AM and 11 PM. On Sunday, the closing time drops to 2 PM. All times are in UTCS+2 time.

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Air Serbia Telephone Numbers

There are no after-hours phone numbers for Air Serbia, so make sure you call between 6 AM and 11 PM:

Be warned that charges may apply based on your phone plan.

Contacting Air Serbia Customer Service - Recommendations

• Have your info handy: To find your reservation and address your concerns, the customer service department will need things like your booking reference, so have all flight-related info at your fingertips.
• Pick your time wisely: Air Serbia publishes a graph on their website showing how busy the phone lines are. In general, it’s better to avoid the hours between noon and 6 PM, as those are the most popular.
• Patience is key: The Air Serbia contact methods handle every type of complaint and issue. So, the phone line can get busy, especially if there are widespread disruptions. Have patience because you might be on hold for a long time.

Air Serbia E-mail Complaints

If you’d rather explain your situation in detail or can’t get the online Air Serbia contact form to work, consider sending an e-mail. This can help you avoid long-distance and roaming charges and will allow you to express the complaint fully. E-mails are not as quick as a phone call, so any urgent complaints should not be done this way.

• General complaints: For UK-based passengers, you can email GSA.UnitedKingdom@airserbia.com, but you’re better off using the website’s contact form (which acts like an email). 
• EU/UK261 complaints: GUEST.SUPPORT@airserbia.com.

Contacting Air Serbia Using Social Media

Air Serbia does have a team that manages customer service via social media. This can also be a good tactic to draw attention to your complaint if they aren’t taking it seriously. Reach out to the team on Facebook, X (Twitter), Instagram, LinkedIn, and YouTube and you may get a quicker response than with a traditional e-mail. 

Air Serbia Online Complaint Form

For general complaints and other inquiries, use the Air Serbia contact form on their website. There is a link directly to it on the Air Serbia Contact page. Note that there is a separate procedure for EU261-related complaints, so don’t use the general form for these. 

For any written communication, only English, French, German, Serbian, and Russian messages will receive a response. 

What if Air Serbia is Not Responding?

If you’ve tried every Air Serbia contact method, including e-mail, phone, forms, and social media, but you have not received a response, we can help. For complaints about flight delays, cancellations, denied boarding, and missed connections, we know exactly what to do. Take a few minutes to submit your claim on our website instead, and we’ll handle the entire process for you.

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Tips For Your Next Air Serbia Complaint

1. Submit your complaint right away. Otherwise, you run the risk of losing both necessary documents (photos, correspondence, boarding passes, etc) and details.
2. Make sure you provide direct contact options for yourself. A mobile number and your email work well. If Air Serbia can’t contact you in a timely manner, your complaint resolution will certainly be delayed.
3. Ask for what you want. Make your expected resolution clear and even reference the EU or UK regulations if necessary.
4. Facts are your friend. Avoid lengthy explanations and stick to the hard and true facts

Air Serbia Compensation Form

To fill out the appropriate form, navigate to the Passenger Rights section of the Air Serbia website. Then, use the AirSerbia portal to submit your actual claim for compensation. You’ll need all the same information you’d require if you were complaining by phone - flight number, booking reference, specific details, etc.

How Do You Make an Air Serbia Complaint?

You have a couple of options. You can submit via the portal or online form as explained above, but to make sure they don’t offer you less than you deserve, run your situation through the Air Advisor free compensation calculator first. 

Your next option is to craft your own complaint based on your situation and send it via e-mail. This can cover any type of complaint and may be handy because the EU261-specific form can be tricky to locate. If you’ve never written an airline complaint before or need help getting started, these templates may be useful:

• Poor service template
• Refund request template
• Flight disruption template

What Happens When the Air Serbia Contact Form Isn’t Working?

Whether you can’t find the form, are getting error/non-compliant messages preventing you from submitting, or the form just won’t load, you can either wait for it to resolve and try again or be proactive and partner with us.

File Your Air Serbia Complaint With AirAdvisor

Our airline compensation experts have successfully processed over 380,000 payouts for our clients. Our 98% success rate speaks for itself, and when you make your complaint with us, we do all the hard work. So, save time and increase your compensation chances by starting your AirAdvisor claim now!

Partnering with AirAdvisor is a quick and easy way to resolve Air Serbia flight disruption complaintsStart the process today by clicking here.Check Your Flight

FAQs: Air Serbia Complaints