Ticket

Dear travelers, I usually do not write any reviews, but for Air Serbia I have to make an exception. On the 25th of December 2021 my mother in law flew to Belgrade with Air Serbia, with the intention to take a connection flight with Air Serbia towards the Netherlands to visit her daughter (my wife) and her grandchild. Just before boarding on her connection she was requested to the desk and got tons of questions about her documents and at one point practically screamed that she needs a proof of vaccination with a European approved vaccine in order to board the plane to visit the Netherlands. My mother in law is an exemption on the travel ban for the birth of her grandchild, she showed them all necessary documents to enter the EU, including the paper that confirms she’s an exemption on the travel ban, issued by the Dutch authorities. Furthermore she had all other documentation that is mandatory, such as a negative PCR and proof of birth of grandchild. This together grants her access to the EU, she even showed her visa and earlier entry stamps just after birth of our son in September. Nevertheless they didn’t want to check her documents, refused her boarding, and got angry almost screaming again that a European approved vaccination is mandatory (not only Sputnik vaccination), clearly unaware of the actual regulations for entering the European Union as an exemption category and unwilling to properly understand and read the documents she carried. After being denied boarding and left alone, ordered by them to pick up her baggage at the belt, she managed to reach us an hour after. With a lot of difficulties we finally managed to speak to the Air Serbia personnel through phone, their first reaction was that we don’t know what is needed to travel and we should read before traveling, well we explained the story once again in detail and after a long discussion and double checks from their side they admitted they were not aware of this exemption on the travel ban, and confirmed she could fly with the next flight out. The only direct flight left that day was with KLM (one-way ticket EUR 452(!!!)), I told them about these costs on the phone and they confirmed me that I should proceed to purchase the ticket, that I can file a claim for unrightful denied boarding and that they would cover the substitute ticket, so I proceeded to book, as well to finally get her on a plane to the Netherlands ofcourse. A couple of hours later she successfully boarded the flight, without any problems which confirms she was carrying all necessary documents needed. While she was on the way I immediately filed the claim as was suggested by Air Serbia. Their first reaction to our claim was that it was all our own mistake, that they won’t compensate and that “their decision is final”. In the end we communicated for over a month in which I build up a decent, and legally supported, file against Air Serbia. They’re aware, and don’t deny anymore, that they need to compensate according the EC/261 and the Montreal convention, but they keep stretching and finding excuses not to pay the compensation we have a right to and last week suddenly closed the claim without any notice. On top of that, and worth to note, several weeks before she took this flight, they suddenly cancelled her retour flight (same route) “because of covid”. We had to book a more expensive alternative ticket through Istanbul for this as well. I have no words. I decided to take the time to write this review for other travelers to make a well balanced decision of choosing your route and airliner into or out of Europe. It’s not only the negative financial impact we’ve had by choosing them to fly with, it’s also the way they position themselves to their clients and their overall rudeness. It’s obvious you cannot count on them in bringing you to and from your destination, they make their decision just in favor of themselves. If you can, better to avoid this airliner at all costs, it’s more safe for your travel plans and your wallet. I'm currently in discussion with a lawyer to take legal action against Air Serbia. I read online that there are many people with similar situations, if there are other people willing to take legal action then please let me know so we may be able to make a bigger case against them. Br, Peter.