Experiencing delays with your Air Serbia refund?
You’ve requested a total refund due to cancellation, but it appears that you’re unaware of the current refund status. You may have received an update on the situation, or you might still be waiting for information. Regardless of your specific situation, it’s important to remember that refund policies are clearly outlined within the European Union. According to the law, your refund should be processed within 7 days.
What steps can you take if the waiting period exceeds this?
Check your compensation online.
Air Serbia Refund Delays: Your Action Plan
In the event of a flight cancellation, the airline is required to offer a refund.
If a flight is cancelled by an airline, they must provide you with a choice of a complete refund or an alternative flight. It’s important to note that there are cases where you may just be eligible for a refund, and other times you could also claim compensation for flight cancellation. This law is applicable to all European airlines.
If Air Serbia cancels your flight, you have the right to get an Air Serbia refund or be provided an alternate flight. In some scenarios, you might be eligible for flight cancellation compensation.
Step 1: Reach Out to Air Serbia
Your Air Serbia refund seems to be endlessly delayed. What can you do?
Make contact with Air Serbia’s customer service via their website.
Unless there’s a significant unforeseen situation, like a worldwide pandemic, they should respond within a week. If you don’t get a response after a week, send more messages. Carry on with this method after a few days, if necessary to gain their attention.
Step 2: Utilise Social Media to Connect with Air Serbia
In circumstances where your communications to Air Serbia are not getting responses, consider using social media.
After an extended period with no responses to your emails and messages, consider utilising platforms such as Facebook and Twitter to reach out to Air Serbia. Highlight their obligation to respond within a 7-day timeframe. Reference Regulation (EC) No 261/2004, Article 5 and 8.
Step 3: Reject Vouchers
Your refund should be transferred directly to your bank account.
You are not required to accept Air Serbia vouchers or coupons.
Step 4: Contact the National Enforcement Body (NEB)
Every EU member state has this agency.
Reach out to the NEB of the country from where your flight is departing. If you are flying from Germany, your point of contact would be the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If it was a flight from a country outside the EU, contact the NEB of the destination country. A list of these organisations and their contact details can be found on this page.
Learn more about this here.
While the fourth strategy is usually the most successful, it is also the most time-consuming. Typically, it takes around 2 months for the respective NEB to reach a decision. Following this, you will need to wait for Air Serbia to process the payment. For optimal results, continue to remind them about your request on Air Serbia’s social media pages and other communication channels.
Check your compensation online.
Air Serbia Refund: When Are You Entitled to a Refund?
According to EU laws, you are eligible for a full refund if Air Serbia cancels your flight.
In the event of a flight cancellation, Air Serbia is required to give you an option between a replacement flight (at no cost) or a total refund of your ticket cost. This holds true regardless of the cancellation cause, even if it was due to extraordinary situations. The refund for flight cancellation should be processed within seven days.
If the airline delays these refunds, it constitutes a breach of EU laws, and passengers can consider taking further steps.
What If You Decide to Cancel the Flight?
In case you decide to cancel the flight, the Air Serbia refund process can become a bit trickier.
Keep these points in mind:
- Flexible tickets. If you’ve chosen a flexible ticket, you might be eligible for a refund, but always check the airline’s terms and conditions to be sure.
- Non-refundable tickets. For non-refundable tickets, you generally can’t receive a full refund. However, airlines might agree to refund the taxes included in your ticket price.
- Travel insurance. If you’ve bought travel insurance that covers cancellations, you might be able to get a refund from your insurance company, depending on the reasons for cancellation.
- Cancellation within 24 hours of booking. Some airlines offer a complete refund if you cancel your flight within 24 hours of booking, provided that the booking was made at least 7 days before the flight’s departure.
- Unexpected events like illness or death in the family. If you have to cancel due to unexpected events, like illness or a death in the family, the airline might offer a refund or credit for future travel; this depends on the airline’s policy.
Flight Cancellation due to Extraordinary Circumstances: Can You Get a Refund?
Certain unexpected conditions such as extreme weather conditions, strikes by airport personnel (not the strikes initiated by Air Serbia’s own staff), or safety concerns can often lead to the cancelling of flights. In these instances, it’s important to know that the airline is usually not held liable for the cancellation, and thus compensation may not be offered.
Nevertheless, as per the EU law (Regulation (EC) No 261/2004), passengers are always entitled to a choice — whether to receive a complete refund or opt for a new flight, irrespective of the reason behind the cancellation. Thus, even when cancellations are a result of extraordinary circumstances, you still maintain your right to a refund.
Keep in mind, that the Air Serbia refund should be processed within a period of seven days. If you observe a delay in the refund process, feel free to follow the above-mentioned step-by-step guide to ensure you receive what you are entitled to.
What is your experience with Air Serbia refunds? Have you ever received a refund from Air Serbia? Share your experience in the comments!