Air Serbia
Air Serbia is the Belgrade-based national airline of Serbia, operating under that name since 2013, when it was renamed from Jat Airways. It flies to more than 100 destinations in Europe, the Mediterranean, North America, Asia, and Africa, and is wholly owned by the Republic of Serbia.
What you need to know about Air Serbia
- Air Serbia's customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Air Serbia with our insider guide or through our executive contacts.
- Air Serbia's customer service policies are listed below, along with our frequently asked questions about Air Serbia.
How to resolve a problem with Air Serbia
Try self-service first
Use our proven resolution methods, or Air Serbia’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does Air Serbia respond?
Air Serbia's contact center takes calls every day from 06:00 to 23:00, and until 02:00 on Sundays, and lists a phone number for each country on its contact page. Callers in the United States and Canada use (718) 725-8642, and Air Serbia does not publish a target answer time.
Air Serbia asks U.S. customers to email written complaints to its Passenger Support Department at guest.support@airserbia.com. Its U.S. Customer Service Plan says it will acknowledge written complaints within 30 days and give a substantive response within 60 days.
Air Serbia does not offer live chat. Its contact page lists only social media, its sales offices and agents, the contact center, and the forms on airserbia.com.
Air Serbia says its team is available for support on Facebook, X, Instagram, LinkedIn, and YouTube, but its U.S. Customer Service Plan states that complaints made through social networking sites will not receive a formal response.
Air Serbia's FAQ is searchable and grouped by topic, covering online check-in, flights and tickets, children traveling alone, lounges, business class upgrades, and the Elevate loyalty program. Answers are published on the site, so no reply time applies.
Air Serbia customer service executives
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Air Serbia self-service links
Open My Trips on Air Serbia's site to retrieve and manage an existing reservation.
Air Serbia's check-in options page explains online check-in on a computer, tablet, or smartphone and how to get your boarding pass before you reach the airport.
Apply through the refund and credit voucher forms on Air Serbia's refund page. Air Serbia also says tickets bought on its website can be refunded through its app up to 24 hours before departure.
Submit the form on Air Serbia's claims page, which accepts requests in Serbian or English for Air Serbia operated flights. The form has to be completed within 20 minutes or you have to start again.
Air Serbia covers delayed, damaged, and missing bags on its irregularities with baggage page.
Air Serbia customer service policies
Air Serbia's privacy policy names Air Serbia as the data controller, explains how it uses and shares personal data, and sets out how to delete an account or request erasure.
Air Serbia's General Conditions of Carriage are the contract for your ticket, covering applicability, tickets, fares, taxes, fees, and charges.
Air Serbia sets out refund and credit voucher eligibility on its refund page, and under its U.S. Customer Service Plan it refunds eligible credit card purchases within seven business days of receiving the required information.
Air Serbia loyalty program
Air Serbia's loyalty program is Elevate, which it launched in 2026 and runs itself. Membership is free, and members earn points on Air Serbia flights along with tier points that move them from Blue to Bronze, Silver, or Gold for benefits such as priority check-in and boarding, complimentary seat selection, and extra baggage allowance. Air Serbia said Elevate passed 200,000 members in November 2026.
Frequently asked questions about Air Serbia
Air Serbia's contact center takes calls every day from 06:00 to 23:00, and until 02:00 on Sundays. From the United States and Canada, call (718) 725-8642; from anywhere else, call +381 11 311 21 23. You can also use the contact form on Air Serbia's contact page.
Air Serbia publishes guest.support@airserbia.com for its Passenger Support Department in its U.S. Customer Service Plan, and says complaints can also be filed online. For other inquiries it directs customers to the contact form on its contact page rather than to an email address.
Air Serbia's contact page says its contact center is open every day from 06:00 to 23:00, and from 06:00 to 02:00 on Sundays. Those are local Belgrade times (UTC+2).
Air Serbia is wholly owned by the Republic of Serbia, the only shareholder represented in its Shareholders' Assembly on its company page.
Yes. Air Serbia flies from Belgrade to New York (JFK) and Chicago (ORD), and it publishes a Customer Service Plan for its transatlantic flights, developed in accordance with U.S. Department of Transportation rules.
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