Passenger complaints online form

Submit a complaint

Has your flight been:

Regular Charter

In case a passenger pays for a travel package, the procedure for submitting a complaint differs from the one related to scheduled flights. Having in mind that the signing party to the agreement was not air carrier, and that the agreement was signed by a passenger (You) and Travel agency, all complaints should be submitted to the orderer of carriage. Since the orderer of carriage was the Travel agency and it was a charter flight, there was no possibility for a passenger to buy a separate airline ticket from the air carrier, other than to buy a whole travel package. Obligation relations in these cases are: passenger-agency and agency-passenger. The issue is not related to aviation, but to the process of ordering the air transport services that the travel package includes, and thereby it may be resolved by the competent inspection authority.

Have you addressed an operator:

Yes No

Protection of your rights, pursuant to Article 97 of the Law on Obligations and the Basics of Property Relations in Air Transport (“Official Gazette RS”, Nos 87/11 and 66/15), may be exercised by submitting the complaint to the air carrier in the first place, and in a manner specified by the air-carrier (usually in WEB form) within a period of 90 days from the day the flight was performed or from the day the flight should have been performed (pay special attention to fill in the form properly as well as to receive a valid confirmation, number of complaint, automatic confirmation, response in writing/ depending on the air carrier’s practice). A complaint shall be submitted with relevant evidence.

Have you received a response from an operator?

Yes No

Complaint number registered with the airline:

Complaint submission date to the airline:

Reason for the complaint:

Reason for contacting the Directorate:

Full name of the passenger:

E-mail address:

Airline:

Ticket number etkt (13 digits) / PNR (6 characters):

Flight number:

Airport where the problem occurred:

Place of departure:

Place of arrival:

Scheduled departure time:

Scheduled arrival time:

Actual departure time:

Actual arrival time:

Problem description:

10 / 2000

Attachments:

Boarding pass:

Electronic ticket:

Submission of authorization (if submitting on behalf of someone else):

Other:

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