Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Flight from Serbia to *** on July 20, 2024 was significantly delayed due to aircraft issues, and missed connecting flight -Airline agreed to provide a reimbursement of $656/traveler (3 travelers) total $1,968 -Airline emailed in September confirming bank information -Airline never deposited money and/or respond my my emails/inquiries -My husband was on the same flight on a different reservation and received his claim reimbursement in August ******, and he submitted his request on the same day in the same format. -The Airline's claim department is difficult to navigate. -Requesting that airline deposit claim reimbursement of $1,968 Ticket numbers of three traveler (including two minors)Ms ****** ***: ************* Mr ****** *********: ************* Mr **** *********: *************

  Business Response

  Date: 01/22/2025

  Dear BBB of ******* and N. Illinois representative,

  We are forwarding the reply from our claim department that was received today:

  We received complaint 17299/2024, which related to the delay of flight JU500/20JUL24 BEG-JFK, on 24 July 2024 submitted by ****** *** ( ******************** ), for herself only, supporting documentation also for ****** *** only.
  
  The compensation was approved in the amount of EUR 600/USD ******, but as the bank details were not complete, we were not able to make the payment immediately.
  
  We wrote to the passenger and when she submitted the missing information on 16 September 2024, the order was sent for payment and the money was transferred to her account on 18 September 2024.
  
  Not in one of her emails did she mention or provide documentation for any other member of her family, except that she pointed out in one email that her husband (who filed a separate claim) had already received the approved amount of damages.

  If the passenger agrees (since the claim and payment confirmation contain sensitive bank account info), we can provide copies of the original claim and of the payment confirmation.

  Sincerely,
  AirSERBIA Sales Support Desk Chicago
  

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/03/2024 flight #***JU with AirSerbia from ******** to ** was delayed causing me to miss my connecting flight to ** , my final destination. At AirSerbia transfer desk I was told to rebook my flight at JetBlue counter. There were no flights available until the following day and was told that AirSerbia is responsible to book my flight. After multiple phone calls to AirSerbia , the Agents rebooked my flight with JetBlue, flight #**** to ******, Sunday 08/04/2024 at 10:59pm. The flight got cancelled at the last minute. I was left to my own devices, stranded at the airport, have not slept or showered in 3 days, emotionally and physically distressed, without hotel accommodation or food vouchers. I missed a day of work. After my cancelled flight, I called AirSerbia again, was told the info about cancelled flight was not in their system yet. They rebooked my flight for 08/06/24 . I pleaded with them to put me on first available flight, as I needed to go back home as I could not miss another day of work and go on without getting any sleep. I was advised by the AirSerbia's Agent to find a local Airline purchase a ticket on my own and that I will be reimbursed for my expenses. The only ticket left was with ************** 08/05/25 at 5:50pm business class flight #DL 353. I asked AirSerbia to be fully reimbursed for all the expenses in the amount of $2,088.58. I submitted all the documents to them. After waiting for their response for over 2 months I was denied and was reimbursed in the amount of $630.00. ( With no explanation where they got that amount and what it was for). There is no amount of money that can repay the emotional and physical distress I have experienced and continue to experience. $2,088.58 is a lot of money for me. I had to charge my credit card, and as a result my monthly payments have gone up. I have attached documents and correspondence to support my claim. I am asking to be fully reimbursed . Thank you for your assistance in resolving this issue.

  Business Response

  Date: 10/29/2024

  Dear BBB of ******* and N. ********,

  Our claims department replied to the passenger's claim on October 18, 2024. This is their reply:

  Dear Ms ************************ you for your patience while the claim related to your journey from BEG to *** via *** on 3 August 2024 was being processed.
   
  After careful consideration of your case, Air Serbia has approved the compensation for delayed flight JU 500 and misconnection B6 2003.
   
  The company rebooked you on flights with **************** B6 1318 and B6 387, because of that we cannot approved the refund for the new ticket that you bought.
    
  We sincerely regret any inconvenience you experienced while travelling with Air Serbia and we hope you will give Air Serbia another chance to welcome you on board, so you can enjoy the full benefit of our service.
   
  Best regards

  Since the passenger was not satisfied with this reply, a follow-up email was sent as well. This is that email:

  Dear Ms ************************ you for expressing further interest in your claim.
   
  We regret that our decision about claim 20158/2024 did not meet your expectations. Please be assured that we have considered your case thoroughly and have taken into account all the specific circumstances of your journey. Therefore, kindly understand that our decision is final.
  For further assistance about flight cancellation please contact JET *************
   
  Air Serbia looks forward to welcoming you on board again and giving you the full benefit of our service.
   
  Best regards

  And here's the additional explanation about the compensation amount:

  Pursuant to the provisions of Article 14 of Regulation (EC) No 261/2004 and Article 19 of the Serbian Law on Obligations and the Basics of Property Relations in Air Transport, for flight delay or cancellation for a distance of over ***** km, a total of EUR ****** / USD ****** is to be paid.

  Also, the ticketing agency - ************** has been advised to refund the amount of the unused fourth ticket coupon from *** to LAX.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22471165
  
  I am rejecting this response because: I was advised by AirSerbia's **************** Representative to purchase a ticket on my own with a domestic Airline  and told that I will be reimbursed.  I had no choice but to purchase the only ticket available!!!!!! Now AirSerbia is washing their hands clean and putting the blame on ******* and the Agency that sold me the ticket. It is SOLELY AirSerbia's fault as their flight was delayed. 

  The flight they rebooked me on was cancelled at the last minute and the other one would mean that I had to spend yet another day at the airport with no hotel accommodation or food vouchers. And no guarantee that the next flight would not be cancelled.

  Not to mention that I ALREADY MISSED A DAY OF WORK - it would mean missing another day of work. Oh, and did I mention that at that point I have not slept in days. There are not even enough seats at the *********** and I had to sit on dirty floors.

  The whole experience has been horrific and it continues to be so - the emotional , physical and financial distress!!!!!!!!

   

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/30/2024

  Dear BBB of ******* and N. ********,

  In support of  Mrs. ****** claim that she was advised to purchase a new ticket, can she provide us with the following information so that our colleagues can listen to the call that the passenger is referring to:

  - date and time of the call to Air Serbia's ***********

  - name of the *********** representative that answered the call

  - the phone number from which the passenger placed the call

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22471165
  
  I am rejecting this response because: I have attached the times and the dates I made to Air Serbia, there were quite a few calls made. Each time I called I talked to a different person. It was a gentlemen I talked to that advised me to purchase the ticket. It was back in August and I can't quite recall his name. Luckily for all of us ALL the conversations ARE recorded. The phone calls were made from my cell phone ************. Should you need any additional information please let me know.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/01/2024

  Dear BBB of ******* and N. ********,

  Our colleagues at the *********** checked the call records and the passenger's sister called first on August 4, 2024 (local BEG time) and was advised that Air Serbia (in accordance with its conditions of carriage) will try to protect the passenger to reach her final destination in a timely manner. After that the passenger called on the same day and was advised that Air Serbia can only book a protection connection with JetBlue on August 4, 2024 with a longer layover in ******. The passenger did not accept this option and wanted to be protected in business class even though her original ticket was purchased in one of the lowest priced economy classes. The passenger was told that protecting her in business class is not an option and she hung up the phone. Immediately after the passenger her sister called Air Serbia and she was advised of the same. After 2 more calls, the passenger accepted the offered protection connection, her ticket was exchanged and emailed to the email address on file. On August 5, 2024, the passenger contacted Air Serbia again claiming that her JetBlue flight is cancelled. She was advised that Air Serbia does not see any other connection for that day with available seats (using carriers that we have interline agreement with) and she was advised to ask ******* for protection since they cancelled their own flight or to go to the airports transfer desk. After that the passenger called Air Serbia to inquire how to file a claim online because her request could not go through. She was advised to try again or to send an email to our claims department.

  The passenger beside the compensation of USD ****** for the delayed JU flight also received USD ****** for the unused ticket coupon from *** to LAX.

  This is the latest reply sent to the passenger by our claims department:

  Dear Ms ****************** you for expressing further interest in your claim.
  
  Air Serbia payed out the compensation for our delayed flight JU500 and misconnection B6 2003 in amount of 653 USD.
  
  We regret that our decision about claim 20158/2024 did not meet your expectations.Please be assured that we have considered your case thoroughly and have taken into account all the specific circumstances of your journey. Therefore, kindly understand that our decision is final.
  
  For further assistance about flight B6 1318 cancellation please contact JET *************
  
  Air Serbia looks forward to welcoming you on board again and giving you the full benefit of our service.
  
  Best regards

  Sincerely,

  Air Serbias Sales Support Desk Chicago

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22471165
  
  I am rejecting this response because: I was stranded at the airport  FOR DAYS, AND NO HOTEL ACCOMMODATION, NO SHOWER AND NO SLEEP and needed to go back home and back to work!!!! I CLAIM that the flight was cancelled????? Check the records!!!! I was DESPERATE to get back home and when I was checking available flights to make it back home only flights available were a few and all of them BUSINESS class.

  MOST IMPORTANTLY YOU ARE JUST GOING TO IGNORE THE **** THAT I WAS ADVISED BY YOUR REPRESENTATIVE TO PURCHASE A TICKET WITH A LOCAL AIRLINE AND THAT I WOULD BE REIMBURSED FOR MY EXPENSES. FUNNY YOU DON'T MENTION THAT PHONE CALL !!!!! SO, YOU ARE JUST GOING TO DISREGARD THAT?

  SHAME ON YOU AIRSERBIA!!!!!!   IS THIS HOW YOU CONDUCT YOUR BUSINESS????? THAT MIGHT NOT BE A WHOLE .LOT OF MONEY TO YOU BUT IT IS A LOT OF MONEY TO ME. I CAN NOT EVEN DESCRIBE THE AMOUNT OF STRESS THIS IS CAUSING ME. THIS IS FAR FROM OVER!
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  File reference -BEGJU13846/11JUL24/0436GMT - KOSTOSKI - K FLIGHT DATE -AA557/10JUL/JU507/11JUL ROUTING - MCO/ORD/BEG Reported, however never refunded. Items missing and items damaged, suitcase extremely severed damaged with holes inside and out. (suitcase $400.00 as well cost for missing and damaged items inside needs to be calculated.)Also I am disputing 1 ticket amount of $751.60 + $464.40 since it was changed and that flight was delayed more than 6hours. We paid to change that flight in extreme situation so the person can come on time to finish important matter and that was not provided. So we need that $1216.00 refunded along with damages for the suitcase inside and out.

  Customer Answer

  Date: 10/08/2024

  Report attached.

  Business Response

  Date: 10/11/2024

  Dear BBB of ******* and N. ********,

  Here's the reply from our claims department to the passenger's complaint:

  Passenger ****** ******** has not contacted our guest support team so far, nor has she filed an official complaint regarding the damage she is mentioning in her BBB complaint.
  This is the first time that our claims department hears about the passenger's bag damage.
  
  The supposed bag damage was reported to the local airport service, and after inspection it was concluded that the passenger is not entitled to compensation, considering that it is damage to the handle and wheel (usually wear and tear). According to Air Serbia's procedures, there is no basis for compensation in such cases.
  
  Also, please note that the passenger contacted us through BBB for the first time more than 7 days from reporting the supposed damage to the local airport service, while the deadline for submitting a complaint is within 7 days, which is another reason for rejecting this complaint.
  
  As far as the flight delay is concerned, our records show that both flights - AA557 and JU507 operated normally on July 10, 2024 (please refer to the attached files).
  If the passenger has other documentation which proves that one of the flights was indeed delayed by more than 6 hours, she can file a complaint through our website, and we will process it as soon as possible.
  
  Sincerely,
  AirSERBIA Sales Support Desk Chicago
  
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22378659
  
  I am rejecting this response because:
  The information was reported in the timely manner with all documentation attached as well as the flight being delayed. Calls recorded.
  Sincerely,
  
  Kostoski Jovani

  Business Response

  Date: 10/21/2024

  Dear BBB of ******* and N. Illinois representative,

  On October 11, 2024, we provided you with the response to this complaint from our claims department. They provided detailed info about this case. They also confirmed that the passenger never filed a claim with Air Serbia about the supposed damaged baggage before filing the complaint with BBB. Also, they provided info about the status of each flight in the passenger's booking and it does not support the passenger's claim that the flights were late.

  Unless the passenger provides a copy of the email sent to our claims department with a claim reference number, or prove otherwise that the flights on July 10, 2024 were indeed delayed, we kindly ask you to close this complaint.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 10/30/2024

  Complaint: 22378659
  
  I am rejecting this response because: This company is not telling the truth. The report was officially made in a timely manner on July 17, 2024, as stated in the photo. Items inside damaged, and luggage as well. Also, flights were severely delayed. Call recorded. Please see attached. Thank you.
  
  Sincerely,
  
  Kostoski Jovani  

  Business Response

  Date: 11/04/2024

  Dear BBB of ******* and N. ********,

  The passenger provided a screenshot of the filled out claim form, but did not provide a copy of the claim acceptance confirmation email with a reference number. The claim acceptance confirmation email is sent within 72 hours of the claim form submission. Please refer to the attached PDF file.

  Can the passenger provide us with the claim acceptance confirmation email? We need the claim reference number because our colleagues at the ************************* cannot locate an active or closed claim under the name ****** ********.

  The passenger's timely reply will be greatly appreciated.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 11/14/2024

  Complaint: 22378659
  

  I am rejecting this response because: the claim should be under different name Jovani Kostoski and that is the reason why could not be located. I can not accept this respond since this companys website after numerous times trying to submit this claim within 7 days finally worked and I got that claim in their system and made that screen shot with a time and date and everything. The complaint was filled in the timely manner on the July ******* at 8.17pm. This attached document is the confirmation that the complaint is submitted. And it says bellow someone will contact us shortly but they never did. Pls see attached. P.s, if I did not submitted complaint how then this page showed up afterwards? I did screenshot purposely since I knew something like this can happen.

  Sincerely,
  
  Kostoski Jovani 

  Business Response

  Date: 11/20/2024

  Dear BBB of ******* and N. ********,

  Our colleagues at the claims department informed us that these same passengers filed an identical complaint for damaged bags back in March 2024 stating that they are not happy with the received compensation amount. They included the claim reference number as well - 6006/2024. So, they knew that if the claim is accepted by Air Serbia they should receive a confirmation email with a claim reference number. The first BBB complaint was filed under the mother's name - ****** ********. Please refer to BBB complaint number 21373751.

  This claim from October 2024 was filed under the child's name - Jovani Kostoski. And again the chief complaint is damaged bags as in the complaint from March 2024. We honestly hope that this is just a coincidence.

  Since the passengers knew that if Air Serbia accepts the claim they should receive a confirmation email with a claim reference number, they should have contacted Air Serbia after 2-3 days to check if everything is OK. Instead, the passengers waited from July 2024 to October 2024 before filing a complaint with the BBB.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22378659
  
  I am rejecting this response because: 

  separate letter will be attached in regards to this. This is not same case/flight/person/claim number. 
  
  Sincerely,
  
  Kostoski Jovani

  Business Response

  Date: 11/26/2024

  Dear BBB of ******* and N. ********,

  Our colleagues at the claims department stand by their reply from October 11, 2024.

  Based on previous experience with successful claim filing (in March 2024), the passengers knew that if the claim was filed successfully and if Air Serbia accepts the claim, they should receive a confirmation email with a claim reference number. They should have contacted Air Serbia 2-3 days after they filled out the complaint form to check if everything is OK. Instead, the passengers waited from July 2024 to October 2024 before filing a complaint with the BBB.

  Air Serbia's claim department cannot work on a complaint that does not exist.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled on the 1 of July from ******* to ****** ******, in ******* i wash delayed 2 hours as a result i missed the plane to ****** .And i waited at the airport in ********** 10 ours to go to ****** with these 2 ours of delay,i also missed the plane from ****** to ********* i waited in ****** aipots 17 ours, as a result of which i had to pay again for a plane ticket 2 times go to *********. For all this inconvenience i want for compensation from the ****************** all my money return, together with the money i pay for the tickets ****** To ********* Total $ *******

  Business Response

  Date: 08/02/2024

  Dear BBB of ******* and N. ********,

  We do see that our flight from ******* to ******** on July 1, 2024 arrived in Serbia with a delay of 1 hour and 34 minutes. We aslo see that the passengers were rebooked on the late night flight from ******** to ******. However, we do not see any flight segments beyond ******. That must be a separate ticket.

  The passenger did not mention if he already filed a claim due to flight delay. If he did not, then the passenger will have to file a claim through the following link: **************************************************;
  First you will have to click on the complaint button, then from the drop-down menu you will have to choose flight and after that
  you will have to check the delayed option. The next step would be to provide the required flight and passenger info.

  If the claim was submitted successfully, you should receive an email confirmation with a reference number within 72 hours from the claim submission.
  
  Sincerely,

  AirSERBIA Sales Support Desk Chicago

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a round trip ticket from ** to ******** through air Serbia website when the system had issues processing payments on May 18th 2024. As I saw the hold on my cc while the website did not provide any response on the flight, I called the support line to get this fixed. The gentleman on the phone told me that there were issues with their website and unless I get a confirmation for the booking I should rebook my flights. After an hour or so I did get my confirmation via email with booking reference and seat numbers. On the day of the flight July 4th I went to check in and couldnt find my reservation. I called airserbia again. they told me the ticket was never issued and while they see there was an issue there was nothing an agent could do. Speaking to the manager was not an option. I was advised to book another ticket but now at a much higher rate while business class was no longer an option which was my original ticket. While Im glad I was able to rebook the same flights, they werent in the class I originally purchased and were significantly more expensive. The airline needs a to own their mistakes and compensate me for the difference in fairs.

  Business Response

  Date: 07/09/2024

  Dear BBB of ******* and N. ********,

  We are forwarding the reply received from our ************************ team:

  After thorough check in the reservations system, the following bookings were found from May 18, 2024:
  GFKPJR- Unsuccessful ticket purchase in the amount of ******* EUR - purchase attempt on May 18, 2024
  YNMYQO- Unsuccessful ticket purchase in the amount of *******EUR- purchase attempt on May 18, 2024
  It is a combination of economy class in the departure and business class in the return.
  We have also listened to the recorded call from May 18, 2024:
  The passenger is calling because the system kicked him out of the reservations while paying on the website. The agent opens the reservations, confirms that they are active at the time the passenger calls. The agent informs the passenger that he will forward the reservations to his email and advises him to call us if he does not receive the TICKETS within an hour.
  The passenger did not contact our call center after May 18, 2024 and before July 4, 2024 to inform us that he has not received his ticket.
  On July 4, 2024, the passenger contacts the call center and he is very unpleasant towards the agent that anwered the call. The agent informs him that the ticket has not been issued becasue the payment did not go through and suggests that we assist the passenger with the new ticket purchase, however, the passenger requests to buy a ticket at the same price in the same booking classes as on May 18, 2024, however the same price was not available as there was no availability in business class.
  ICWNOZ - The passenger in this reservation successfully buys a ticket on the website, at a price of ******* EUR - economy class in both directions.
  So in this case, the passenger did not follow the instructions received from our agent on May 18, 2024. He never followed-up on his booking after he noticed that he only received a reservation without a ticket. The ticket was not issued because the payment did not go though. And contrary to the passenger's claim, the new ticket did not cost more.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

   

   

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21943627
  
  I am rejecting this response because:
  I did receive the email confirmation but apparently that wasnt the ticket reservation. I should not be obligated to have to reach out to check if the ticket went through  airserbia should have notified me that it didnt so I can rebook. There was nothing in the confirmation email indicative of failed transaction, ticket not being issued or waiting for ticket to be issued. You did not try to remedy the he error that occurred on your end and simply told me yes I understand and Im sorry. This does not fix the error on your end.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/10/2024

  Dear BBB of ******* and N. ********,

  The passenger should have noticed that there is no ticket number in the email, just a flight itinerary.

  We are sure that he also noticed that his credit card was not charged for EUR ******* which was the amount of each bookings from May 18, 2024.

  There were even no pending charges since Air Serbia did not receive authorization numbers from the passenger's credit card.

  The passenger had 47 days (between May 18 and July 4) to check if everything is OK with his booking.

  Unfortunately, it seems that the passenger hoped that he can fly for free, knowing that he was not charged for a ticket.

  Sincerely,

  Air Serbias Sales Support Desk Chicago

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21943627
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In short, paid for seats of my choice for spouse, our baby, mom in law and me to sit together. Was told on boarding on the plane that were not getting seats for which we have paid and verbally told us to file a claim.Afterwards sent multiple email asking for refund, made phone calls.In both instances ran into dead end.No reply emails no call backs.200$ is not much money but it is too much for us.

  Business Response

  Date: 06/26/2024

  Dear BBB of ******* and N. Illinois representative,

  Here's the reply from our claims department to ************************** complaint:

  *********************************** purchased seats on the Air Serbia's flight between ******** and ******* - JU 506/28AUG23 for his wife ******************************* ETKT *************, for his mother-in-law ********************************* ETKT ************* and for his son ********************************************* ETKT *************. The reservation number was YFRAQE.
  The seats that ********************** purchased were 10E,10F and 10G but the passengers were assigned seats 20E,20F and 20G at check-in. This case is still under review because we need additional documentation. We will send an email to ********************** with request for additional information/documents.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight from ******** to ****** with a connection in ******** on Janaury 14 (I'm pretty sure, maybe give or take a couple days, but I can double check for sure if you request), and they lost my luggage by the time I got to ******. They delivered it to me a couple days later, but I had to incur some essential expenses in the meantime. I submitted a form on their website but they never got back to me with my reimbursement. They won't let me do anything by call, I tried calling many times. Very frustrated.

  Business Response

  Date: 05/28/2024

  Dear BBB of ******* and N. ********,

  We are sorry to hear that this passenger experienced and inconvenience with his baggage during his trip to ********. We can ask our colleagues to check if his case was processed but in order to do that we will need some basic info that was not included in this complaint such as the passenger's Air Serbia ETKT number and the claim referrence number that he received when he filed the complaint online.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21760111
  
  I am rejecting this response because:

  The reference number for my claim is 4137. The **** is 1153411431374-5. PNR: KRRSSC. Flight no. JU 492 on January 16 2024 from ******** to *******  Looking forward to my repayment. Thank you.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/06/2024

  Dear BBB of ******* and N. Illinois representative,

  Here's the reply from our colleagues at the claims department in ********:

  Passenger *************************************, was flying on the route IST-BEG-LIS on 16JAN2024 on flights JU801/JU492 when the missing luggage was noticed.
  
  The passenger filed a claim on 06FEB2024, under number 4137/2024.
  
  The luggage delay was confirmed by the record LISJU10099 of 16JAN2024.
  
  The passenger's luggage was delivered to the temporary address after two days. The passenger submitted invoices for extraordinary expenses incurred due to the delay of the luggage, of which EUR 115 was accepted, since fiscal receipts were not submitted.
  
  In accordance with the Montreal Convention, the passenger was paid an amount reduced by 50% as the purchased items remained in his possession, and the amount of 57.62eur/62usd was paid on 04APR2024.
  
  On 03JUN2024, a SWIFT receipt was provided to the passenger as proof of the compensation paid.
  
  We can also include the SWIFT receipt here if the passenger authorizes us to do so, since the receipt includes info about his bank account.

  Sincerely,

  AirSERBIA Sales Support Desk Chicago

  Customer Answer

  Date: 06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Had a flight from ****** to ******** with a lay over at ********, Serbia - Flight info: *** to BEG (JU507, July 23, 2023, business class)BEG to *** (JU194, July 23, 2023, economy class) - One of my baggage was delayed by five days, and I spent over $400 (****** Euros to be exact) on essential items, but I was only compensated $130, which is way below the money I had to spend due to the 5 day baggage delay. (Baggage delay report number: LJUJU12779 ) - The delayed baggage had all my wife's items - such as clothes, cosmetics, sun glasses, and etc. She literally had nothing other than she had put on during the flight. - But Air Serbia merely compensated a lot less than the actual spent rather than offering additional monetary compensation for the inconvenience that we suffered for the 5 out of 7 days of vacation in ******** - Details of the attached receipts receipt 1: 43.06 euros: supermarket - basic necessity receipt 2: 82.40 euros: lotion receipt 3: 18.90 euros: t-shirt receipt 4: 87.48 euros: t-************* receipt 5: 14.99 euros: underwear receipt 6: 81.50 euros: cosmetics receipt 7: 43.00 euros: t-shirt total expense: ****** euros

  Business Response

  Date: 12/22/2023

  Dear BBB of ******* and N. Illinois,

  Before ********** this complaint to our claims department, we kindly ask the passenger to provide us with some basic info like a booking reference number, ** ETKT numbers and a copy of the confirmation email received from our guest support department after the processing and payment of the passengers' claim.

  Your timely reply will be greatly appreciated.

  Sincerely,

  Air Serbias Sales Support Desk *******

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21043170
  
  Please find the attached email regarding the latest response I have received from the customer service. 

  My flight confirmation code was WECJNU

  Thanks,

  Hun

  Business Response

  Date: 12/28/2023

  Dear BBB of ******* and N. Illinois,

  Our colleagues at the claims department have informed us that ************ received a reply to his email from 27Oct23 with an explanation about the approved amount on November 8, 2023.

  Here's their reply:

  On Wed, Nov 8, 2023 at 7:40?AM GUEST SUPPORT <**************************************> wrote:
  
  Dear ************,
  
  Thank you for your time letting us know that you are not satisfied with the decision made. 
  
  We truly regret that your expectations have not been met on this occasion. 
  
  After careful consideration of your claim, we regret to inform you that we are not able to provide additional amount refer your request 26924/2023.
  
  This decision has been made considering all relevant documents provided from your side and Air Serbia liability determinate by Law on obligations and the Basics of Property Relations in Air Transport,  Montreal Convention and our Terms and Conditions of Carriage. 
  
  Approved amount EUR 122.96/130.00 USD was calculated for 3 days delay, 2 bags, per report LJUJU12779/23JUL23. We accepted cash register receipts for unforeseen cost in total amount EUR ******, reduced 50% since all thing remain in your possession and bags that are the subject of this claim was returned to you after 3 days. 
  
  Please note that a part of your loss may be covered by your travel or personal insurance policy. Should your insurance provider require any additional information, Air Serbia will be more than happy to assist.  
  
  Thank you for your understanding and we sincerely hope that you will not associate this unfortunate incident with Air Serbia in the future. We look forward to welcoming you on board again soon. 
  
  Best regards,
  
  Claims Team
  Air Serbia

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21043170
  
  I am rejecting this response because: 

  My five-day delayed luggage caused me to spend over $400 on essential items like clothing and toiletries, significantly exceeding the $130 compensation offered.

  The delay also disrupted my schedule and caused immense inconvenience. Considering the financial burden and missed opportunities $130 is simply not acceptable  solution.

  Sincerely,
  
  Hun Kwon

  Business Response

  Date: 12/29/2023

  Dear BBB of ******* and N. Illinois representative,
  
  **************** has received an explanation from our claims department on November 8, 2023 about the approved compensation amount.

  That explanation was included in our previous response to this complaint.

  Our colleagues stand by their decision.
  
  Sincerely,
  Air Serbias Sales Support Desk *******

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21043170
  
  I am rejecting this response because:

  I'm open to discussing this further to reach a mutually agreeable solution. However, if we cannot reach a fair settlement, I am prepared to file a complaint with the DOT.

  Sincerely,
  
  Hun Kwon

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight from ******** to ******** on 17/10/2023. In ******** we didn't get my bag. Since that time I write to the Lost & found department in ********. They dudn't have aby information. But AirSerbia didn't answer my emails. They ignor me and doesn't want to pay even compensation. I am very sad and agressive

  Business Response

  Date: 11/27/2023

  Dear BBB of ******* and N. ******** representative,

  We see that the passenger attaached only the copy of the *** (property irregularity report).

  The procedure for delayed/lost baggage is explained in detail on our website:

  **********************************************************************************************************************;

  For baggage delivery delays of over 5 days, the passenger was supposed to fill-out the baggage inventory form and email it to ****************************************.

  For baggage delivery delays of over 21 days, the passenger was supposed to file a compensation claim online at ************************************************.

  If the passenger did all of the above, can she provide us with the correspondence with our baggage services and claims departments?

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20919128
  
  I am rejecting this response because:Sorry, I tried to answer in the system, but couldn't. It's the reason I didn't answer. 
  I would like to reopen my respond to find my bag, which was lost 19/10/2023 in a way from ******** to ********. 
  Please help me to get a compensation for the lost bag. I need to cover my lost. 
  Thanks for the help
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/06/2023

  Dear BBB of ******* and N. Illinois representative,

  In the additional photo files provided by the passenger, we see that she was instructed by our colleagues at the *************************** on November 21, 2023 to file a compensation claim online. Passengers cannot be compensated unless they file an **************. We provided the link in our previous reply, but here it is again:

  ************************************************

  First the passenger will have to click on the complaint button, then from the menu on the right side she will have to choose baggage and after that
  she will have to select the lost baggage option. The next step would be to provide the requested flight and personal info.
   
  If the claim was submitted successfully, you should receive an email confirmation with a reference number.
  
  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20919128
  
  I am rejecting this response because: I already submitted for the claim, but there is no reaction for my difficulty. All they can is to sent automatic messages.

  THe company or a representative did not touch with me and my problem. I need any massage to know that my message goes somewhere and somebody read them. I can't count the amount of my messages, there is more than 30. But al answers id automatic by the system. 

  Sincerely,
  
  ****** Usmonova

  Business Response

  Date: 12/11/2023

  Dear BBB of ******* and N. Illinois representative,

  We cannot open the latest attachment from Ms. ******** because it is in a aspx format not supported by our operating system.

  Can Ms. ******** please provide us with the claim reference number? Every claim filing through our website is assigned a reference number and sent to the passenger's email as confirmation that the claim was received and is being processed.

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20919128
  
  I am rejecting this response because:

  Here is the text after submitting the claim:

  "Thank you for submitting your claim regarding your journey. The claim has been assigned reference number (*****) please keep this safe for all correspondence 

  Due to a high volume of requests, it may take longer than expected to receive a response. We will do our best to keep your waiting time to a minimum and get back to you as soon as possible. 
  We again extend our sincerest apologies and hope that Air Serbia will remain your carrier of choice in the future. 
  
  Sincerely, 
  Air Serbia Claims Team"
  

  It's the only answer for my request. I need any action from the company. I have a right to ask for the compensation. Because I lost all my lovely things and had got a moral stress for that. I don't have any bag, sport shoes, my lovely shirt from **************** which I couldn't back any more, jeans, night shirt from Victoria ******* my gifts from *****. You even don't imagine how I regret about my bag.  Please do all your best to find my bag. 

  
  Sincerely,
  
  ****** Usmonova

  Business Response

  Date: 12/22/2023

  Dear BBB or ******* and N. Illinois,

  We have been informed by our colleagues at the claims department that Ms. ********** claim has been processed and accepted. The payment is pending while waiting for additional info from the passenger. This is the email that was sent to the passenger directly by our guest support department:

  From: GUEST SUPPORT 
  Sent: Wednesday, December 13, 2023 4:06 AM
  To: ****************************
  Subject: item:37653/2023# Air SERBIA
  
  Dear Mrs. ************************************************ are currently processing your claim and require a bit more information for us to continue.
  Please submit the following additional documents:
   
           Account Holder Name 
           Account Holder Address  
           Bank Name   
           Account Number 
           IBAN ******************* Account Number) 
           SWIFT CODE/ BIC 
   
    
  We will continue processing your claim as soon as we receive this additional information.
  Thank you for your patience.
   
  Best regards,
  Claims Team
  Air SERBIA

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20919128
  
  I am rejecting this response because:

  I already sent all necessary information 2 weeks ago, but did not get an answer. 

  I strongly need my compensation and I'm not satisfied by staff Air Serbia do in order to solve my problem. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/27/2023

  Dear BBB of ******* and N. Illinois representative,

  We kindly ask Ms. ******** to carefully read our previous reply. Her claim has been accepted and processed. The payment is pending due to missing account information.

  Here's the email that was sent to Ms. ******** by our colleagues at the ************************ on December 13, 2023:

  From: GUEST SUPPORT 
  Sent: Wednesday, December 13, 2023 4:06 AM
  To: ****************************
  Subject: item:37653/2023# Air SERBIA
  
  Dear Mrs. ************************* style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">  
  We are currently processing your claim and require a bit more information for us to continue.
  Please submit the following additional documents:
   
           Account Holder Name 
           Account Holder Address  
           Bank Name   
           Account Number 
           IBAN ******************* Account Number) 
           SWIFT CODE/ BIC 
   
  We will continue processing your claim as soon as we receive this additional information.
  Thank you for your patience.
   
  Best regards,
  Claims Team
  Air SERBIA

  The approved claim will be paid out as soon as Ms. ******** provides the requested account information.

  Sincerely,

  AirSERBIA Sales Support Desk *******

   

   

   

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20919128
  
  I am rejecting this response because:
  

  I sent all necessary information to Air Serbia 14/12/2023. Since that time there is any information about my claim. 

  I ask you to pay more attention to my problem. I need my bag or a compensation strongly.

  
  Sincerely,
  
  ****** Usmonova

  Business Response

  Date: 12/29/2023

  Dear BBB of ******* and N. Illinois,

  Our colleagues from the claims department sent an email to Ms. ******** today with proof of payment of the compensation in the amount of USD ****** made on December 18, 2023. Please refer to the attached files.

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20919128
  
  I am rejecting this response because: ******** has not yet confirmed the payment, the money has not yet arrived.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/10/2024

  Dear BBB of ******* and N. Illinois representative,

  Here's the reply from our colleagues at the claims department sent to Ms. ******** today:

  From: GUEST SUPPORT 
  Sent: Wednesday, January 10, **** 2:25 AM
  To: ****************************
  Subject: item:37653/2023# 
  
  Dear Ms. **************************** you for your time to inform us about your bank answer.
   
  We apologies, for now we can not perform another transaction on your existing or new bank account until we get information from bank is not accepted transaction and until they return the funds to our account
   
  We recommend to check again with your bank what happened with transaction. Air Serbia will be more than happy to assist.
   
  Thank you for your understanding and we sincerely hope that you will not associate this unfortunate incident with Air Serbia in the future. We look forward to welcoming you on board again soon.
   
  Best regards,
  Claims Team

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20919128
  
  I am rejecting this response because My bank (Alif) confirmed that the transfer from Air Serbia was not received. 

  I have a feeling that Air Serbia is leading me by the nose and no money transfer was made. Im actually shocked how you can deceive your clients and tell lies. I have been fighting for a measly 700 dollars for more than 4 months now. I'm thinking of filing an international lawsuit against this company for moral damages. Nothing will save them. I declare war on them on the Internet and I will smear them wherever possible, I will turn all the bloggers against them. I have no other choice anymore
  I hate the day I buy the ticket Air Serbia. 
   
  ****** Usmonova

  Business Response

  Date: 01/10/2024

  Dear BBB of ******* and N. Illinois,

  Our colleagues replied in their previous email that they have not received info from the passenger's bank that the transfer was not received.

  Ms. ******** can freely provide ** with a written email reply or letter from her bank confirming that the transfer has yet to show on her account.

  We can forward the bank's reply to our colleagues.

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 20919128
  
  I am rejecting this response because ********* officially sent a document where an information about non-accepting of the payment is written. You could see the document in attachments. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/23/2024

  Dear BBB of ******* and N. Illinois,

  Here's the email that was sent directly to Ms. ******** by our colleagues at the claims department:

  From: GUEST SUPPORT 
  Sent: Tuesday, January 23, **** 2:37 AM
  To: ****************************
  Subject: item:37653/2023# 
  
  Dear Ms. ******** Mohina 
   
  Thank you for your patience while your case 37653/2023 is being processed.
   
  After your submitted report from the bank that it refused the payment. A new payment was attempted with the instructions you sent us, funds in the amount of USD ****** should be available in your account in 7 working days.
   
  Thank you for your understanding.
   
  Best regards,
  Claims Team
  Air SERBIA 
  
  

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 20919128
  
  I am rejecting this response because I didn't get the fund yet. The company promise to send it in 7 working days. I'm waiting. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/24/2024

  Dear BBB of ******* and N. Illinois,

  Unfortunately, it seems that Ms. ******** did not understand the reply from our colleagues at the claims department. The money was transfered again based on the letter from her bank on January 23, **** and she should see it on her account within seven business days from January 23, ****.

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 02/28/2024

  Hi dear BBB.

  My name is Mahina.  My complaint was #********

  Air Serbia has not processed my refund by 2/28/24, that's why I  email you to reopen the complaint. AFter my email on 23 of January asking for some documents of their compensation fee, they did not answer. I have to contact you, because they answer only by your address. 

  I appreciate your help and support.

  sincerely Mahina

  Business Response

  Date: 03/08/2024

  Dear BBB of ******* and N. Illinois,

  Unfortunately, our colleagues at the claims department informed us that the money transfer from January 23, 2024 came back as undeliverable on January 26, 2024. Both attempts to transfer the money to the passenger's bank account in ********** have failed.

  As per our colleagues at the claims department, we have two *********** - the passenger can send us instructions from her bank on how to transfer money to her account from ********************, or our *********** can issue an *** voucher for the approved amount that can be used as credit for future travel that has to be completed within one year from the date of the issue of the *** voucher.

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 20919128
  
  I am rejecting this response because I don't believe any discounts and I will sent another bank account number, which is international. 

  I hope that they could sent the money this time
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/13/2024

  Dear BBB of ******* and N. Illinois,

  Our colleagues will try to transfer the money for a third time if the passenger provides them with a valid bank account number and wire transfer information as it seems that the passenger's bank does not work with many intermediary banks for money transfers to **********.

  Sincerely,

  AirSERBIA Sales Support Desk *******

• Initial Complaint

  Date:11/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My baggage# TK707296 (PNR#:IOQPGH) was delayed by Air Serbia when the flight JU702 arrived at *******, ***** on 9/8. The delayed baggage wasn't delivered until 9/16. As I had business meeting in *****, I had to purchase business clothes due to the delay of clothes. I was wondering if i could request a reimbursement of this purchase US$536.16. I have provided the itemized receipts. In addition, air serbia representative in *************** refused to provide a baggage irregularity case number to me, so that I cannot directly submit my compensation request online with Air Serbia. Thanks!

  Business Response

  Date: 11/28/2023

  Dear BBB of ******* and N. Illinois representative,

  This is the reply that we have received from our colleagues at the ************************ that handles refund and compensation claims:

  This passenger never contacted us, neither by email nor did he submit an official request for compensation. He is not in any base. According to the documents submitted by the passenger, we can determine that upon landing at TSN on September 8, 2023, the passenger reported a lack of luggage. The record of non-arrival of luggage was made manually and there is no information on whether and when the luggage was delivered to the passenger. According to the passenger, his luggage was returned to him on September 16, 2023 or 8 days later. The passenger did not provide invoices for the extraordinary expenses he incurred due to the delay, only stating the amount of USD 536. According to Air Serbia's procedure, the compensation for baggage delay per day is EUR *****, up to a maximum of EUR ******, if the passenger does not submit invoices. If and when the passenger submits invoices for extraordinary expenses, we will consider and possibly revalidate our decision.

  Kind regards,

  GUEST SUPPORT
  Air Serbia

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20903768
  
  I am rejecting this response because: Please refer to attached response letter.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 12/12/2023

  Dear BBB of ******* and N. Illinois,

  Based on the additional explanation and documentation sent by ************** on December 5, 2023 through your website, our colleagues at the claims department have manually opened and processed a claim.

  This is the reply and confirmation sent to ************** today:

  From: Guest <**************************************> 
  Sent: 12 December, 2023 07:56
  To: **************************
  Subject: item:37002/2023# 
  
  Dear ***************,
  Thank you for contacting us regarding the flight you took with Air Serbia on 07.09.2023.
  We would like to express our sincere apologies for the inconvenience you experienced as a result of the delay of baggage on flight JU702.
  Air Serbia, as the national airline carrier of the Republic of Serbia, always strives to provide the best possible travel experience to its passengers, to everyones satisfaction. Therefore, please accept our heartfelt apologies if we did not succeed in doing so on this occasion.
  In order to make up for any failure in service, we would like to offer you USD ****** as compensation for your inconvenience (half of the spent amount is compensated for the costs incurred due to the delay, because the purchased items remain the property of the passenger).
  This decision was reached taking into account the specific circumstances of your case, In accordance with the business policy of our company and in accordance with the Montreal Convention. 
  The amount will be transferred to your bank account within 7 business days. 
  Once again, we deeply regret any inconvenience you experienced on your journey, and hope we will have a chance of welcoming you on board and meeting your expectations soon on another Air Serbia flight. 
  Best regards, 
  Claims Team
  Air SERBIA 
  

  We kindly ask you to close this complaint as resolved.

  Sincerely,

  AirSERBIA Sales Support Desk *******

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************