Air Serbia

Special care

Disability assistance

Guests with reduced mobility

It will be our pleasure to welcome you on Air Serbia flights. We will ensure your journey by air is safe and comfortable.

To enable us to confirm your reservation, we have to know to which category of passenger you belong. Whether the reduced mobility is congenital, the result of physical inability (chronic or temporary, sensory or locomotive), intellectual disability, old age, illness, or an accident, we will provide the assistance you need.

Please give us advance notice at least 48 hours before flight departure of the kind of assistance you require to enable us to engage the competent airport departments in due time. They will provide you with a wheelchair or other mobility device free of charge, and ensure your easy and comfortable boarding and disembarkation.

Categories of passengers using wheelchairs

According to the level of disability and the assistance needed at the airport, passengers are classified in the following categories:

  • WCHR – the passenger can climb and descend the stairs of the aircraft and proceed to the seat in the cabin but he/she needs a wheelchair to cross the distance to/from the aircraft
  • WCHS – the passenger cannot climb and descend the stairs of the aircraft but can proceed to the seat in the cabin; he/she needs a wheelchair to cross the distance to/from the aircraft and must be carried up/down the stairs
  • WCHC – the passenger is completely immobile, needs a wheelchair to cross the distance to/from the aircraft, and must be carried up/down the stairs to/from their seat in the passenger cabin

If you are continuing your trip with another airline, we will not be able to confirm your booking until we have received approval for your transport from the other airline.

  • If you wish to bring your own wheelchair or other mobility device with you: Please notify us at least 48 hours before the flight, because their transport requires Air Serbia’s prior approval. You will need to provide us with details regarding the weight, dimensions, and type of mobility device. Also, we kindly invite you to complete the Wheelchair Description Form, print a copy and present it to our check-in staff before your flight. We will transport your wheelchair free of charge. Wheelchair Description Form can be downloaded here.
  • If you are using crutches: You can take crutches and other mobility aids into the passenger cabin free of charge.
  • Escorts: For WCHC passengers, as for visually impaired and blind passengers, an escort is required.

          Exception: WCHC who suffer from chronic disability (congenital or as a result of a past accident or operation) may travel without an escort.

Please keep in mind that cabin crew will not be able to provide you with greater physical assistance during the flight than that provided to other passengers (e.g. help with administering food or medication, use of toilet). If you need this type of assistance onboard, you should travel with an escort.

 

MEDIF form and FREMEC card

WCHC passengers are required to have a MEDIF form (medical information form), completed and signed by their doctor. This form is available in our ticketing offices and downloadable here.

Exception: WCHC who suffer from chronic disability (congenital or as a result of a past accident) do not require a MEDIF form.

Based on the information provided in the medical information form the company doctor will decide whether the passenger can be accepted for travel.

The information in the MEDIF form is strictly confidential and its secrecy is guaranteed.

We accept the FREMEC cards which some airlines issue to frequent passengers.

Air Serbia does not issue FREMEC cards.

 

Visually/hearing impaired passengers

Please notify us at booking, and certainly at least 48 hours before the flight, of any special needs you may have to enable us to provide you with the assistance you require. Air Serbia will not request a MEDIF form from you.

If you wish to travel with a trained guide dog, please notify us at booking or at least 48 hours before the flight. We will need information about the dog’s breed and weight. The transport of guide dogs is subject to Air Serbia approval.

Partner airlines conditions of carriage for passengers with reduced mobility

If you are traveling on Air Serbia’s code share flight operated by one of our partner airlines, the conditions of carriage for passengers with reduced mobility of the partner airline will apply.

Guests with special needs travelling to and from the U.S.

At Air Serbia we are dedicated to delivering service excellence and ensuring accessibility to all our guests. It will be our pleasure to welcome you on Air Serbia flights. We will ensure your journey by air is safe and comfortable. Our staff will be at your disposal throughout your journey.

Whether your disability is congenital, the result of physical inability (chronic or temporary, sensory or locomotive), intellectual disability, old age, illness, accident or has any other cause, we will make every effort to accommodate you according to your needs. We will never refuse to transport you on the sole basis of your disability, except as permitted or required by law.

We advise you to discuss the planned flight with your doctor and if necessary ask for help with the preparations.

To ensure that we can make the best possible preparations for you, please let us know what assistance you require, preferably when you book your flight. Please be aware that some of our flights are operated with ATR 72 regional aircraft on which we may offer only limited services. Our staff is at your disposal for further information.

Before flight – Travel preparations you should complete

Booking and Reservation

We will do our best to make it easy and comfortable for you to board, disembark or connect with your next flight, and to provide suitable in-flight service. Please, book your flight well in advance, at least 48 hours before flight departure and let us know at the same time about your special needs and the service you would like, so we can assist you in the best way possible. However, if you do request a service less than 48 hours before departure, Air Serbia will still make every reasonable effort to provide the service you need.

The more information you can give us about your special needs, the better we can provide suitable assistance at the airport and on board. If you book your ticket by phone, please tell us about any special needs before your booking is completed. You should do the same if you book at a travel agency. If you book your ticket online, please inform us of any special needs by calling the Air Serbia Contact Centre on 0800 111 528 (toll-free if calling from a Serbian landline) or +1 (888) 390 98 47 (toll-free if calling from a U.S. landline).

We offer our guests the possibility to choose a seat on the aircraft suitable to their needs, though for safety reasons some restrictions may apply. Most armrests on board our aircraft are moveable so that you can access your seat easily. If you wish to use a wheelchair that fits to the aisle seat, than the device must be approved for on-board use.

At the Airport

Check-in

At all airports where Air Serbia operates, specially trained ground staff are at the disposal of our guests with special needs. To complete all pre-flight procedures on time and without rush, we recommend guests with special needs to be at the airport at least 90 minutes before the last check-in time. It is especially important to follow this instruction at large or congested airports or those you are not familiar with. We strongly advise you to find more information about the airport you will be travelling to or from on the airport’s official web site.

Оn the following link you can find more information about Air Serbia check-in services and deadlines. The purpose of the deadlines is to guarantee that flights depart on time.

Boarding and Disembarking Procedures

Our staff will be happy to assist you with boarding, disembarkation and connecting flight procedures in case you find these activities difficult due to a speech, hearing, visual or any other impairment. Please let us know about any such need when making your reservation. We advise you to inform ground staff at the check-in or transit desk of any special service you have booked so they can be fully aware of the arrangement and guarantee you the requested service.

Please note that boarding or disembarking through air bridges may not be available at many airports due to intense traffic, and aircraft may be parked at remote stands on the tarmac. If you are unable to ascend or descend stairs and you have informed us of this in advance, we will provide an alternative boarding device. This may require engagement of additional man power and equipment, including specially adapted trucks.

For safety and privacy reasons, passengers requesting special assistance may board the aircraft first. For the same reasons, these passengers will be the last to disembark upon arrival. If you are transiting at Belgrade Nikola Tesla Airport and need special assistance, please make sure your service request is filed properly and on time, before you start your journey.

Assistance we will provide at the airport:

  • assistance with registration at the check-in counter
  • assistance in proceeding to the boarding area
  • assistance in boarding and disembarking
  • assistance in proceeding to the general public area or to a representative of another carrier (for connecting flights)
  • transfer between your own mobility aid and a mobility aid provided by the local airport
  • making brief stops at a restroom or food service facilities while moving through the terminal, provided that these facilities are available on route to the boarding or connecting point and that such stops will not cause unreasonable delay
  • assistance to a passenger with carry-on and gate-checked baggage if the passenger is unable to carry these items.

Мore information about services for guests with special needs at Belgrade Nikola Tesla Airport

Flight Connections

All Air Serbia scheduled flights operate to or from Belgrade Nikola Tesla Airport (Terminal 2). At this Airport you will not need to transfer between terminal buildings as all departures are from the same building complex.

If your journey includes connecting flights, additional security checks and terminal changes may be required. For a smooth connection and to avoid inconvenience, it is important to arrive on time at the airport of departure to complete all procedures in good time.

Before the indicated deadline you must have your boarding pass and your baggage must have been checked in. If you require assistance in leaving the aircraft, more time than the recommended minimum connection time is advised for reaching your connecting flight. Where and if needed, we will offer to help you catch a connecting flight. You can read more here about Belgrade Nikola Tesla Airport connections

Special Services

Guest using wheelchairs

If you are traveling with your mobility device (wheelchair) we kindly invite you to complete the Wheelchair Description Form, print a copy and present it to our check-in staff before your flight. By doing so you will help us to assist you in the best possible way and make your journey as comfortable as possible.

We would like to remind you to inform us or your travel agent about your needs at the time of booking.

Airport wheelchairs

To enable us to confirm your special service request and provide you the right assistance, it is important for us to know your needs. Once you have booked your flight, please contact us.

In accordance with international aviation rules, passengers using wheelchairs are classified in the following categories:

  • WCHR (WCH – wheelchair, R – ramp) – The passenger can climb and descend the stairs of the aircraft and proceed to the seat in the cabin but needs a wheelchair to cross the distance to/from the aircraft.
  • WCHS (WCH – wheelchair, S – stairs) – The passenger cannot climb or descend the stairs of the aircraft but can proceed to the seat in the cabin. He/she needs a wheelchair to cross the distance to/from the aircraft and must be carried up/down the stairs.
  • WCHC (WCH – wheelchair, C – passenger cabin seat designator) – The passenger is completely immobile, needs a wheelchair to cross the distance to/from the aircraft, and must be carried up/down the stairs and to/from the seat in the passenger cabin.

Please inform us at least 48 hours before flight departure if you need to use a wheelchair at the airport. It will be provided free of charge by the local airport service department.

Once you have completed your request for assistance we will advise you on available seating options. If you have any questions, please contact us.

Airport wheelchairs are used between check-in and boarding gate, between two gates in case of transfer to a connecting flight and upon arrival. Wheelchairs are available for use at every airport where Air Serbia operates. Please be aware that airport wheelchairs are not suitable for manual operation by the passenger, so a member of the ground staff or your travelling companion must push it for you. You will be escorted to the aircraft according to the classification above.

At some airports the ground staff may choose to use an electric buggy to transport passengers with mobility impairments from one location to another.

If you wish to use your own wheelchair when connecting to another flight, the local ground staff will make every effort to make your own wheelchair ready for you at the gate, if the airport where you are making your transfer allows this, and if you have requested this service in advance. We recommend you to inform the ground staff at the airport of departure in good time if you would like to use your own wheelchair.

If you are continuing your trip with another airline, we will not be able to confirm your booking until we receive approval for your transport from the other airline.

Travelling with your own wheelchair/mobility aids

Air Serbia will carry your own wheelchair and other mobility aids on our flights free of charge.

The transport of your own wheelchair or other mobility aids must be approved by the airlines operating your flight(s). Please notify us in advance (either at the time of booking or after, but at least 48 hours before the flight) that you wish to take a wheelchair or other mobility aids aboard. This will allow us to make all preparations for you. If you are travelling with your own wheelchair or mobility aid, it is important that you check in on time.

If you are carrying an electric wheelchair, additional time may be needed to prepare it for loading. Оn the following link you can find more information about Air Serbia check-in services and deadlines. The purpose of the deadlines is to guarantee that flights depart on time.

Your own wheelchair or mobility aid as checked baggage

Air Serbia will accept mobility aids on its flights free of charge as priority checked baggage. This includes, but is not limited to: electric wheelchairs, scooters, manually operated rigid-frame or folding wheelchairs, a walker, a cane, crutches or braces, provided these aids do not contain batteries, which are forbidden to be carried as checked baggage.

Removable parts of your wheelchair (e.g. a footrest) should be transported in your hand luggage which will be considered as extra permitted hand luggage. If this is not possible, we ask you to have these securely taped to the wheelchair. Since the transport of mobility aids requires special treatment, we strongly advise you to indicate at the time of booking the dimensions, weight, and type of your wheelchair or mobility aid, and whether it is foldable. If you will be travelling with an electric wheelchair, you should also indicate the type of batteries it uses. Air Serbia will take all possible precautions to prevent any damage to your wheelchair or mobility aid during the flight.

You can choose whether you check your wheelchair in or use it in the arrival or departure hall. If you are checking your wheelchair in, attach a tag with your contact details to it.

If you decide to use your own wheelchair, you should indicate this when you make your reservation. Your wheelchair will be labelled as hold baggage during check-in, but will be loaded onto the aircraft at the gate. In order to load your wheelchair properly and not to delay the flight, you are requested to present yourself at your departure gate early, to board the aircraft before other passengers. Our ground staff at the gate will assist you and your travelling companion, if any, to board the aircraft.

If you use your own foldable, manually operated wheelchair, Air Serbia will allow you to stay in the wheelchair to the extent permitted by space and facilities:

  • until you reach the boarding gate
  • while you are moving between the terminal and the aircraft door and
  • while you are moving between the terminal and the aircraft

A Delivery at aircraft (DAA) baggage tag will be attached to the wheelchair at check-in and it will be loaded directly onto the aircraft.

Upon arrival, your wheelchair can be returned to you at the gate. If this is not possible, your wheelchair will be taken to the baggage claim area and placed next to your flight’s baggage belt. When you arrive at the transfer point, local airport staff will provide you an airport wheelchair and accompany you to the gate of your connecting flight. Your wheelchair will be transferred and loaded directly to the aircraft scheduled to operate your next flight. If your connecting time is short, we do not recommend the use of your own wheelchair.

Accepting your wheelchair or mobility device in the passenger cabin

Providing there is enough space, we will accept manually operated folding wheelchairs and small mobility aids in the aircraft cabin free of charge. This includes but is not limited to: a walker, cane, crutches, braces or medical device. Please inform the check-in agent and contact staff at the boarding gate for further information and assistance.

Accepting battery-powered (electric) wheelchairs

Electric wheelchairs must always be checked in as hold baggage. Travelling with an electric wheelchair may require additional time to prepare your wheelchair for loading. Оn the following link you can find more information about Air Serbia check-in services and deadlines. The purpose of the deadlines is to guarantee that flights depart on time.

You must specify the following so that we can store your electric wheelchair or mobility device safely on board:  Type of wheelchair/mobility device

  • Dimensions
  • Weight
  • Number of batteries installed
  • Type of batteries used (for electric wheelchairs)

Our ground staff will ensure that you are accompanied on time to the gate in an airport wheelchair. If you are fully dependent on your wheelchair please contact us.

The safety of our flights and the well-being of our guests is our top priority. Battery-powered wheelchairs and mobility devices are loaded in such a manner as to keep them safe and protected from being damaged by the movement of other load items. However, there may arise situations in which we cannot carry your wheelchair or mobility device:

  • If unintentional operation of the electric mobility device cannot be prevented
  • If the weight and size exceed the loading capacity of our smaller aircraft

Air Serbia accepts the following types of wheelchairs and mobility aids:

  • dry-cell battery (non-spillable) wheelchairs or other mobility aids
  • wet-cell battery (non-spillable sealed) wheelchairs or other mobility aids
  • lithium ion batteries
  • manual power wheelchairs or other mobility aids

Regrettably, we cannot accept on our flights wet-cell battery (spillable) wheelchairs or other mobility devices.

Handling terms for battery operated wheelchairs or other mobility aids

To avoid damage to the aircraft and ensure flight safety, battery-powered wheelchairs or other mobility aids will be accepted for carriage on condition that the instructions below are strictly followed.

The battery terminals must be protected from short circuit, e.g. by being enclosed within a battery container, the battery securely attached to the wheelchair or mobility aid and electrical circuits inhibited.

The battery-powered wheelchair or mobility aid must be secured against movement in the cargo hold and must be carried so that it is protected from being damaged by the movement of baggage, mail or cargo.

We recommend you to make advance arrangements with us.

How do we transport wheelchairs or mobility aids with non-spillable dry or wet batteries?

Where a battery-powered wheelchair or mobility aid is specifically designed to allow its battery to be removed by the user (e.g. collapsible), the battery must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction. The removed battery must be placed in strong, rigid packaging which must be carried in the cargo compartment. The battery must be protected from short circuit. We will inform our pilot in command about the location of the packed battery.

How do we transport wheelchairs/mobility aids with lithium ion batteries?

Where a battery-powered wheelchair or mobility aid is specifically designed to allow its battery to be removed by the user (e.g. collapsible), the battery must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction. The batteries must be protected from short circuit by insulating the terminals (e.g. by taping over exposed terminals). The removed batteries must be protected from damage by placing each battery in a protective pouch and carried in the passenger cabin.

Removal of the batteries from the device must be performed by following the instructions of the manufacturer. The battery must not exceed 300 Wh or, for a device that is fitted with two batteries required for operation, each battery must not exceed 160 Wh. A maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried.

We will inform our pilot in command about the location of the mobility aid with an installed battery or the location of a lithium ion battery when removed and carried in the cabin.

Please let us know at least 48 hours before departure what kind of battery your wheelchair uses.During peak travel periods airport wheelchairs are in great demand. We appreciate your patience in the event you have to wait a few minutes for a wheelchair or additional assistance.

Services for visually and hearing impaired passengers

As a visually or hearing impaired passenger you will not be requested to provide a MEDIF form and certify that you are fit to fly. Please notify us when booking, and at least 48 hours before the flight, of any special needs you may have, to enable us to provide you with the assistance you require.

If you are travelling alone, our staff will provide you individual safety briefings and briefing in the event of delays. Also, we can arrange an escort to guide you to and from the gate if you request this service at the moment of booking.

Visually and hearing impaired passengers are allowed to board the aircraft ahead of other passengers. We kindly ask you to contact ground staff at the departure gate.

If you wish to travel with a trained service dog, please notify us when booking your flight or at least 48 hours before the flight. We will need information about the type of your service dog (guide dog or hearing etc.), and its weight. This service cannot be booked online and is subject to Air Serbia approval. The number of dogs we can carry in the cabin may be limited. No charge is made for service animals. For more information, please refer to the section on service dogs below.

Disabled passengers with learning and developmental disability

We strongly advise that tickets for passengers with learning and developmental impairment be booked at least 48 hours before the flight, to ensure the best possible support for them before, during and after the flight. Please let us know at the same time about your special needs and the service you desire so that we can assist you in the best way possible. On departure, the passenger will be escorted by ground staff to the aircraft where the crew will take over. Upon arrival, the crew will escort the passenger to the ground staff.

We would like you to consider the risk of the passenger not paying attention to the on-board safety instructions. It is also important to evaluate the possibility of getting lost at the airport, which may cause confusion and anxiety. Should such a risk be present, we strongly recommend that the passenger travel with a companion.

Travelling with service and emotional support dogs to/from USA

According to the US Department of Transportation, foreign carriers are not obliged to transport service animals other than dogs. Air Serbia as a foreign carrier will allow service dogs (including emotional support dogs) to accompany qualified persons with disability on Air Serbia-operated flights that begin or end at U.S. airports. They will be transported in the passenger cabin, free of charge.

Service dogs

A service dog is dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability.

Dogs that fit the definition of service dogs include, but are not limited to: Guide Dog or Seeing Eye Dog, Hearing or Signal Dog, Mobility Assistance Dog, Psychiatric Service Dog, Seizure Response Dog. In order to identify whether your dog is a service dog we may require from you:

  • An identification card
  • Written documentation
  • The presence of harnesses or tags
  • Verbal assurances from you

In some cases, if we are not sure that an animal is a service dog, we may ask you the following questions:

  1. Is the dog required because of a disability?
  2. What has your dog been trained to do for you?
Emotional support dogs

Dogs whose sole function is to provide emotional support do not qualify as a service dogs. They do not have special training to perform tasks that assist people with disability. These animals are therapy aids that provide people with therapeutic contact, usually in a clinical setting, to improve their physical, social, emotional, and/or cognitive functioning. These dogs must be trained to behave properly in public settings in the same way as service animals.

If you travel with an emotional support dog or a psychiatric service dog, you must provide specific documentation (not more than one year old from the date of the your scheduled initial flight) on the letterhead of a licensed mental health professional (e.g. psychiatrist, psychologist, licensed clinical social worker or medical doctor, specifically treating the passenger’s mental or emotional disability) stating:

  • That the passenger has a mental health-related disability
  • That the passenger  needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at his or her destination
  • That the individual providing the assessment of the passenger is a licensed mental health professional and the passenger is under his or her professional care; and
  • The date and type of the mental health professional’s license and the state or other jurisdiction in which it was issued

This documentation must be submitted to us at least 48 hours before departure. It is required as a condition for permitting the animal to accompany you in the cabin. Please send the required documentation to the following address callcenter@airserbia.com.

Conditions of acceptance

Air Serbia will allow a service dog (or emotional support dog) to accompany you on board the aircraft under the following conditions:

  • We need your advance notice, at least 48 hours before departure that you will be traveling with your service or emotional support dog. Please advise size and weight of your dog. In case you travel with  emotional support dog, please advise its breed as well. Check-in should be completed one hour before the check-in time for the general public so that we can provide you the necessary service and accommodation.
  • The service or emotional support dog must be under your direct control and care at all times. This may be by means of a proper harness, leash or other tether. However, if you are unable to hold a tether because of your disability, or its use would interfere with the service dog’s safe, effective performance of its tasks, the service animal must be under your full control by another means such as voice control.If a service animal behaves in an unacceptable way and you are not able to control the animal, we have the right to deny it access. Uncontrolled barking, jumping on other people, running away from the handler or relieving itself in the gate area or cabin, or doing so in a way that creates a health or sanitation issue on the flight are examples of unacceptable behaviour for a service or emotional support dog.
  • To the extent permitted or required by law, Air Serbia reserves the right to deny the transport of any service or emotional support dog when reasonably necessary, at Air Serbia`s sole discretion, for the comfort or safety of passengers or crew members or for the prevention of damage to the property of Air Serbia or its passengers or staff.
  • In case of flights of eight hours or more, due to potential concerns about the dog`s need to eat, drink and excrete, Air Serbia may require you to provide documentation that the dog will not need to relieve itself during the flight or that the dog can do so in a way that does not create a health or sanitation issue.
Seating

Air Serbia will assign you a seat that provides sufficient space for you and your service or emotional support dog. The dog must be small enough to fit on the floor at your feet, or in the space under the seat in front of you without invading another passenger’s seat area during the entire flight. It is not required to be in a container. Your dog may not occupy a passenger seat.

You and your service or emotional support dog may not sit in emergency exit rows, as you may not obstruct an aisle or other area that must remain unobstructed to facilitate an emergency evacuation.

Obtaining documentation required for travel of your service dog

Please note that some governments do not allow the entry of service or emotional support dogs, and restrictions vary by country. We recommend that you contact the appropriate consulate or embassy to make sure that all necessary procedures are followed.

You must be in possession of an entry document and other documents for your service or emotional support dog, required by the country of departure, entry, and transit. Your dog must be accompanied by valid health and rabies vaccination certificates required at transit, transfer, destination, and journey interruption points.

Air Serbia will not be responsible for denied entry to or transit through any country to animals that are not accompanied by the above required documents and health certificates.

You are fully responsible for injury, illness, or death of your animal, unless due to negligence or error on the part of Air Serbia.

Interline Travel

If you are traveling on a flight of our Interline partner or Code Share partner, please contact their reservation service for their policies on service and emotional support dogs.

On board – details about your stay on board

During the flight our cabin crew will assist passengers with special needs as much as they can. Please note that our cabin crew cannot carry or lift passengers, provide assistance in the toilet, assist with eating meals or manage the taking of medicines.

Special Services on Board

On-board wheelchairs

Air Serbia provides an on-board wheelchair on its flights to and from the US. Our flight attendants are trained in the operation of this wheelchair and will assist you during boarding and disembarkation and with its use to and from the lavatory. Please inform us when booking your flight, and at least 48 hours before flight departure, that you need an on-board wheelchair.

All our aircraft on flights to or from the U.S. are equipped with accessible lavatories that may be used only by persons with disability.

Services we offer on board

We offer the following assistance on board to passengers with special needs:

  • transfer between on-board wheelchair and your seat
  • assistance in stowing and retrieving your carry-on baggage including mobility aids and other assisting devices
  • assistance in moving to and from an aircraft lavatory
  • a special meal that must be requested in advance, when booking your flight
  • limited assistance with meals, such as opening packages, identifying items, and cutting large food portions
  • inquiring periodically during the flight about your needs
  • briefing you and any attendant on emergency procedures and the layout of the cabin
  • effective communication with passengers who have visual impairments or who are deaf or hard-of-hearing, so that these passengers have prompt access to the information the carrier provides to other passengers (e.g. weather, on board services, flight delays, connecting gates at the destination airport etc.)
Disabled passengers with learning or developmental disability

Passengers with learning or developmental disabilities who are travelling alone must be able to understand safety instructions. Our staff will provide you individual safety briefings and briefing in the event of delays. If this is not possible, the passenger should fly with a companion.

Seating restrictions and assignments

When you inform us about your needs and the assistance you require, we will make every effort to accommodate you according to your preferences, including seating you together with any safety or personal attendant, or seating in row that enables enough space for your respiratory assistive device or service dog. Please note that for safety reasons we cannot offer you seats in exit rows.

If you have mobility issues you may want to use a seat with a moveable aisle armrest. A certain number of armrests on our aircraft are moveable, so that you can access your seat easily and comfortably.

Flight assistants

Unless Air Serbia determines that a safety assistant is essential, Air Serbia will accept the assessment made by or on behalf of a person with a disability concerning self-reliance. Once advised that the person is self-reliant, Air Serbia will not refuse any person with disability who is not accompanied by a personal attendant, or on the assumption that the passenger may require extraordinary assistance from airline staff.

A self-reliant person is one who is independent, self-sufficient and capable of taking care of all his or her physical needs during the flight and who requires no special or unusual attention beyond that afforded to the general public, except that assistance in boarding and disembarking may be required.

A person is “self-reliant” if he or she is independent in the following areas:

  • Breathing without additional oxygen, meaning a passenger should not be reliant on supplementary medical oxygen
  • Feeding – a passenger should be capable of feeding him- or herself. The cabin crew may assist with opening food containers, describing catering arrangements or cutting large food portions
  • Lifting – the passenger should be capable of moving from an on-board wheelchair to a passenger seat. The cabin crew cannot lift or carry a passenger.
  • Toileting – the passenger should be capable of using the toilet facilities unaided. The cabin crew can assist passengers to and from the toilet door, but cannot assist within the toilet for reasons of hygiene <
  • Medicating – the passenger should be capable of administering his or her own medicines and medical procedures. The cabin crew cannot provide medical services to a passenger, except first aid if necessary.<

Personal flight assistant

If you are not self-reliant (capable of taking care of all your physical needs independently during the flight) then a personal flight assistant at least 16 years of age is required to travel with you to take care of your needs.

Please inform us if you are self-reliant or not in good time by contacting the Air Serbia Contact Centre. If your ticket is issued by a travel agent, we kindly remind you to inform your travel agent accordingly.

Accompanying safety assistant

An accompanying safety assistant will be required for person with a disability as a condition for providing transport, if Air Serbia determines that such an assistant is essential for safety, such as in but not limited to the following circumstances:

  • A passenger is travelling in a stretcher or incubator. The safety assistant for such a person must be capable of attending to the passenger’s in-flight medical needs
  • A passenger is unable, due to a mental disability, to comprehend or respond appropriately to safety related instructions from airline staff, including the pre-flight safety briefing
  • A passenger is unable to physically assist in his or her own evacuation from the aircraft because of a severe mobility impairment or
  • A passenger is unable to establish a means of communication with Air Serbia personnel sufficient to receive the safety briefing due to having both severe hearing and visual impairments
Lavatory accessibility

Wheelchairs are available onboard our flights to and from the U.S. to assist guests to move to and from the aircraft lavatory. Our aircraft deployed on flights to and from the U.S. are equipped with spacious lavatory, please contact us if you need more information. Our cabin crew are unable to assist with using the lavatory facilities.

On arrival – Services offered after the flight

We are committed to ensuring you a smooth and comfortable journey with us. To this end we are happy to assist you also on arrival, whether you are at a transit point or your final destination.

Special Services on the Ground

Service for passengers using a wheelchair

When you arrive at your destination, local airport staff will help you disembark. To make your trip as comfortable as possible and to protect your privacy, you will be asked to leave the aircraft after the other passengers.

The ground staff will provide you an airport wheelchair to the place where you retrieve your baggage and then to the airport exit.

When you arrive at a transfer point, local airport staff will provide you an airport wheelchair and accompany you to the gate of your connecting flight.

When you arrive at your final destination, your own wheelchair (if this has been placed in the hold) will be returned to you when you leave aircraft or when you retrieve your checked baggage.

If you find that your baggage is delayed, damaged or destroyed, you should report your problem to the local lost luggage office. If you are unable to do this alone, the local airport staff that accompany you will help you to report your problem.

Service for visually or hearing impaired passengers

When you arrive at a transfer airport to transfer to a connecting flight, the local airport staff will accompany you to connecting flight. When you arrive at your final destination, the airport staff will accompany you to the place where you will retrieve your checked baggage, and then to the airport exit.

If you find that your baggage is delayed, damaged or destroyed, the local airport staff that attend to you will help you to report your problem to the local lost luggage office.

Hospital and ambulance arrangements

Ambulance and hospital admission or transfers arrangements are the responsibilities of the guest. We do not make ambulance or hospital admission arrangements.

Traveling with guide dogs

A trained guide dog for persons with visual and/or hearing impairment will travel free of charge.

The number of dogs traveling on our flights is limited and their transport is therefore subject to prior Air Serbia approval and the approval of other airlines (besides Air Serbia) indicated on your ticket (if any).

We will need advance notice at the time of booking that you will be traveling with a guide dog and the breed and weight of your dog. You will be required to have a confirmed seat reservation.

At check-in you will be asked to present a valid certificate issued by the competent institution that your dog has passed the required training for guiding persons with visual and/or hearing impairments.

Please arrive at the passenger check-in desk at least two hours before the flight to allow for formalities.

Rules for guide dogs

  • Your dog must wear a muzzle. During flight, your dog will lie next to your feet and is not required to be in a container. It may not occupy a seat
  • Your dog may not be dangerous, aggressive or have an offensive smell
  • You must be in possession of an entry document and other documents for your dog required by the country of departure, entry, or transit
  • Your dog must be accompanied by valid health and rabies vaccination certificates required at transit, transfer, destination, and journey interruption points

The governments of some countries impose strict rules and limitations on import/export or transit of animals traveling in the passenger cabin. The transport of guide dogs in the passenger cabin is permitted on all Air Serbia flights except those listed below:

to/from Great Britain,
to/from the United Arab Emirates the transport of hearing dogs is prohibited, while the transport of guide dogs for visually impaired passengers is permitted,
to/from all states imposing strict rules and limitations.

Waiver

Air Serbia will not be responsible for denied entry or transit to animals to/through any country that are not accompanied by the above required documents and health certificates. You are fully responsible for injury, illness, or death of your animal, unless due to negligence or error on the part of Air Serbia.

Contact

Should you have questions related to any aspect of your travel, please contact your travel agent or Air Serbia directly:

Working hours: Every day from 00 to 24
If you are calling from Serbia (the call is free for all Serbian networks): 0800 111 528
If you are calling from the US (the call will be charged in accordance with the tariff of the network the call was made from): + 1 (718) 7258642
US toll-free number for guests requiring special assistance: + 1 (888) 3909847
If you are calling from other countries (the call will be charged in accordance with the tariff of the network the call was made from): +381 11 311 21 23
If you have a hearing or speech impairment you may contact Air Serbia US toll-free number via Telecommunications Relay Service (TRS)Opens external site in a new window. External site may or may not meet accessibility guidelines.

It will be our pleasure to answer your questions, discuss your special needs and inform you about the procedures you should follow.

 

 

Air Serbia Special Assistance

Air Serbia Special Assistance
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