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AirSerbia - And why to avoid them

Martin, Slovakia
posts: 3
reviews: 2
AirSerbia - And why to avoid them

I had a total of 4 flights with this airline. Latest of which was a connecting flight from Athens to Vienna via Belgrade.

Out of the four flights only one went the way you would expect leaving an initial positive impression. Their old ATR was turbulent and loud without a proper space for your legs but the staff was otherwise nice for the short duration of the flight, just as it was for most of the experience with Air Serbia with the only complaint being the poor knowledge of English which applied not only to the AS staff but also to most of the personnel at their home airport in Belgrade.

From there on it only kept on going downhill, our connecting flight got delayed multiple times leaving us stuck at Belgrade for about 17 hours without proper food, water and shelter given the Nikola Tesla Airport offers very little past coffee, cakes and premium chocolate for sustenance.

Direct requests for information were immediately turned down by being told to wait for more information and watch the departures screen.

We departed two hours after the actual new departure time sitting at the gate without being given any reasons at all.

The third flight was delayed the same way, this time however we were stuck at the gate for the entire duration.

The fourth and the last time that I will ever fly with Air Serbia seemed to go great initially, we departed and arrived at the exact scheduled time, unfortunately it all changed once we realized our baggage has gone missing.

Contacting the Austrian lost & found we were told the baggage is still inexplicably in Belgrade. However assured by Austrian's excellent service it was to be delivered the moment it arrives back to Vienna.

Which it certainly did, early the next day.

To our disappointment the suitcase, despite being locked was broken into and the laptop together with its charger was gone. The toiletries were also thoroughly searched, probably in an effort to find jewelry people often hide inside which we had none fortunately.

They only went for the items with the highest resale value and left everything else intact.

We filled a claim report immediately, containing all the required documentation including the baggage tags, boarding passes, invoices, report from Austrian lost and found and everything else they asked for specifically. Not to our surprise, Air Serbia simply ignored any and all of our effort to hold them liable for the damage to this point.

Shall my experience serve as a warning for all of you who travel or consider traveling with this airline, respectively consider traveling through Nikola Tesla Airport in Belgrade, Serbia where the theft most likely took place.

66 replies to this topic
Italy
Destination Expert
for Livigno, Lombardy
posts: 39,390
reviews: 159
1. Re: AirSerbia - And why to avoid them

Hi, while I'm sorry you had such a terrible experience with Serbia you should never put anything of value in checked luggage, all the luggage is screened so they can see if you have anything of value which in this case was a laptop, I know it shouldn't happen but it's not only in Belgrade, it's everywhere, next time take it in your hand luggage.

Travelling The World
posts: 12,319
reviews: 27
2. Re: AirSerbia - And why to avoid them

From the Air Serbia wsebsite airserbia.com/en/…

>>Items unacceptable as checked baggage

Fragile and perishable articles, money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents, must not be carried in checked baggage. If despite been prohibited, any of above mentioned items are included in your checked baggage, Air Serbia shall not be responsible for any loss or damage to such items.<<

So why would you expect them to be liable when they specifically say they aren't and you were told not to put your laptop in the checked bag. This applies to all airlines.

While delays to flights and baggage are unfortunate, they also happen with all airlines. As for information, sometimes the honest answer is "we don't know right now". Would you rather they lie to you? When they do know it will be put on the screens and/or announced.

Edited: 7:01 am, January 09, 2014
newcastle upon tyne
posts: 6,063
reviews: 125
3. Re: AirSerbia - And why to avoid them

I would assume the OP hasn't read the terms & conditions at any point, including before making this post

4. Re: AirSerbia - And why to avoid them

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5. Re: AirSerbia - And why to avoid them

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6. Re: AirSerbia - And why to avoid them

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Martin, Slovakia
posts: 3
reviews: 2
7. Re: AirSerbia - And why to avoid them

We do realize we will get no compensation. The point of this thread is to merely raise awareness of the situation.

How come Airlines are not responsible for any "valuable" property while all other cargo carriers are ?

Is it really ok to simply support the organized crime that rages directly in the mids of airlines while they turn a blind eye by simply hushing away victims with words "we are not responsible" that they write down somewhere at their website ?

The baggage was BROKEN INTO and it was purposely "forgotten" at the airport so their employees had time to properly loot it out.

The point of this thread is not to ask for justice, it is to warn others shall they ever travel via the airlines they should know they are traveling with an agency who lets their passengers fly knowing they employ scum and condone their criminal activities without even a few words for apology.

If lets say UPS delivered your package damaged or lost it completely, would it be ok for you if they just told you they don't cover that and that you should have carried your "valuables" personally ?

St. Petersburg...
posts: 1,183
reviews: 7
8. Re: AirSerbia - And why to avoid them

Moral of this story: All valuables stay with YOU in your carry-on. Doesn't matter if the airline has "liability" or not. If valuables are with you, your control over them is 100%.

Sorry you lost computer, but ...

Travelling The World
posts: 12,319
reviews: 27
9. Re: AirSerbia - And why to avoid them

None of that is relevant Talavaj. You ticked a box when you bought the tickets that you agreed to the terms and conditions of carriage, which expressly *forbid* you from putting a laptop in your checked luggage. If you didn't read them, that is your problem.

When you send a package with UPS or another courier service you agree to a different set of terms and conditions, which may include a certain level of compesantion for lost or damaged items, and the opportunity to declare a higher value and get more coverage for a fee.

But this does not apply to airline travel which is governed by different sets of rules, some of which (like the Montreal Convention) are internatonal agreements limiting the liability of the airlines in thecase of lost luggage (and your luggage wasn't lost, merely delayed).

I have had luggage deliberately left behind for weight reasons. It does happen, as do flights being delayed. There can be thefts at any airport (and most baggage handlers are not aurline employees). So the most useful warning you could have given was not to put things like a laptop in your checked luggage. But most of us know that already.

Edited: 9:20 am, January 09, 2014
Fredericia, Denmark
Destination Expert
for Bentota, Beruwala, Sri Lanka
posts: 37,362
reviews: 7
10. Re: AirSerbia - And why to avoid them

You blame the airline for the turbulence?

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