Right to Care (from Air Serbia)

If you have to wait at the airport due to flight delay or cancellation, you have a right to care.

In most cases, this means free food, communication and free hotel accommodation.

If your Air Serbia flight experiences an unexpected change, last-minute cancellation, or delay, you are entitled to certain complimentary services. If the delay exceeds 3 hours, you are eligible for free meals and drinks. In case of a delay requiring an overnight stay, Air Serbia is obligated to provide you with a hotel room at no charge.

Right to Care From Air Serbia

If your Air Serbia flight is delayed, overbooked or cancelled, you have a right to care.

European legislature protects the rights of passengers, requiring that Air Serbia must provide necessary care on delayed or cancelled flights.

This is mandated under Regulation (EC) No 261/2004.

Short Delays (3+ Hours)

You are entitled to: free meals and refreshments.

If your flight with Air Serbia is delayed for more than three hours on the same day, but the delay is relatively short, you are entitled to complimentary meals and drinks. Additionally, you can make two free phone calls, send emails, or faxes. These are usually provided in the form of vouchers.

Long Delays (Overnight)

You are entitled to: free meals, drinks, hotel stay and airport transfer.

If the delay of your flight extends overnight, Air Serbia will provide you with complimentary accommodation, transportation to and from the airport, meals, and drinks. If you’re not informed about these arrangements, please contact Air Serbia as early as possible.

How to Get Free Food and Free Hotel Accommodation?

During a long wait at the airport (due to flight delay, overbooking or cancellation), Air Serbia is expected to provide services like free meals, free lodging, and free airport transportation. These should be offered to you during the waiting period.

If these amenities are not provided, it’s important to make your way to the Air Serbia customer service desk and inquire about them. According to European law, the airline is required to provide these services free of charge for eligible flight delays and cancellations.

If the airline does not arrange these services for you, you might need to arrange them yourself. Preserve all receipts and proof of purchase related to meals, drinks, transportation, and hotel stays. You can use these proofs to claim reimbursement from Air Serbia. Simply explain your expenses during the delay and provide all the necessary details to facilitate the reimbursement process.

Extraordinary Circumstances

Let’s delve into the meaning of this phrase.

What Are Extraordinary Circumstances?

Extraordinary circumstances refer to events outside of the airline’s control, resulting in changes, delays, or cancellations of flights. This may include severe weather disruptions, strikes not associated with the airline, security issues, political instability, or hidden manufacturing faults impacting flight safety.

Under these circumstances, whilst passengers may suffer inconvenience, Air Serbia is not required to offer compensation as dictated by Regulation (EC) No 261/2004.

However, the right to care, as highlighted above, remains in effect.

Are Technical Problems Considered Extraordinary Circumstances?

Generally speaking, technical difficulties do not fall under the umbrella of extraordinary circumstances as per Regulation (EC) No 261/2004. The regulation specifies that typical operational technical challenges aren’t deemed extraordinary, as these are within the airline’s sphere of control.

These could include routine maintenance or minor repairs. Such issues are a part of Air Serbia’s standard duties, and therefore, cannot be used as an excuse to avoid offering care or compensation to passengers.

However, if the problem is a hidden manufacturing defect that jeopardizes flight safety, it would be considered extraordinary. This is because these situations are rare, present an immediate risk to the safe operation of the aeroplane, and are not part of Air Serbia’s usual technical operations.

Right to Care in Extraordinary Circumstances

Passengers have a right to care even in extraordinary circumstances.

While Air Serbia is not obligated to provide compensation for delays or cancellations caused by factors beyond its control, they do have a responsibility to ensure your well-being during the wait. This includes offering meals, drinks, and accommodation in the case of significant delays or sudden cancellations.

The same regulation applies to offering alternate transportation if the flight is cancelled – you are entitled to this.

Air Serbia: Right to Care FAQ

In this part, we aim to clarify frequently asked questions about the right to care during flight delays and cancellations when flying with Air Serbia.

What Is the Meaning of “Right to Care”?

The “Right to Care” pertains to the responsibilities that airlines, such as Air Serbia, have towards their passengers when there are flight delays, overbooking, or cancellations. European laws require airlines to ensure passenger comfort during such situations. This may include providing free meals, refreshments, and accommodation in the event of significant delays.

Am I Entitled to Care if My Flight Is Delayed?

If your Air Serbia flight is delayed by 3 hours or more, the airline should automatically offer you services like complimentary meals, refreshments, and free accommodation if the delay lasts until the next day.

If these services are not available, you should go to the Air Serbia customer service desk at the airport. Another option is to personally cover the costs and then request a refund. It is recommended to file your claim as soon as possible.

Do I Have the Right to Care If My Flight Is Cancelled?

If your flight with Air Serbia gets cancelled, you have the right to receive care.

This includes meals, refreshments, and accommodation if needed, plus an alternate way to reach your destination or a full refund. If the cancellation is the airline’s fault, you may also be eligible for flight cancellation compensation.

Read more: Last-Minute Flight Cancellation: Your Rights

If My Flight Is Delayed or Cancelled Due to Extraordinary Circumstances, Do I Have a Right to Care?

Yes, you are entitled to the right to care even in extraordinary circumstances.

If your flight is delayed or cancelled due to severe weather, security threats, or airport staff strikes, you still have a right to complimentary meals, refreshments, and accommodation.

How Can I Claim Reimbursement If I Had to Arrange for My Own Meals and Accommodation?

If Air Serbia doesn’t provide meals, lodging, or airport transfers and you have to arrange them on your own, make sure to keep all invoices and purchase evidence. You can submit these receipts, along with a detailed account of your expenses during the delay, to Air Serbia for reimbursement. It’s important to note that only essential expenditures are covered by this policy.

Is the Right to Care Applicable to All Air Serbia Flights?

The right to care applies to all Air Serbia flights to and from Europe.

Since Air Serbia is a European airline, the right to care under Regulation (EC) No 261/2004 applies to all of its flights both departing from and arriving in Europe.

Does This Right Only Apply to European Nationals?

The right to care applies to all passengers, regardless of nationality.

This right is granted by Regulation (EC) No 261/2004, developed by the European Union government. This regulation mandate that every airline operating within Europe, including Air Serbia, must provide care and compensation to affected passengers as required.

By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.