Update, 5/13: Flights to Israel have been suspended through at least 6/14.
Update, 5/1: Flights to Israel have been suspended through at least 5/17.
DDF member Kersetier booked 7 dirt cheap tickets to Israel for Lag B’omer on Trip.com, which are now cancelled. Air Serbia told him to call Etihad, which actually issued the tickets. Etihad told him to call Trip.com, which only offered a refund. He called Air Serbia again at 718-725-8642 and this time the agent was able to change his ticket to Sukkos for no additional fee!
DD commenter Avi writes that he called Etihad at 877-690-0767 and they said they would leave his ticket open for rebookings until 9/30. If you complete travel by 12/31 there is no difference in fare charged, even if prices are more than what you paid.
Share your experience in the comments! Will you request a refund, leave your ticket open, or change your travel dates now?
Originally posted on 3/19:
Air Serbia announced today that they will temporarily suspend operations.
They say that passengers can choose from free rescheduling of travel dates through 12/31/20, a free change of destination, or a refund.
You can also freeze your ticket and change dates later on for travel through 12/31/20. Even if the fare is higher, no additional amount will be owed.
Were you booked on Air Serbia to Israel on the crazy deals they had earlier this year? Will you reschedule your travel dates or try to get a refund?
You can discuss coronavirus and how it’s affecting your life on the dedicated COVID-19 board on DDF here.
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93 Comments On "Air Serbia Extends Suspension Of Flights To Israel, Will You Take A Flight Change Or A Refund?"
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How can i claim a refund?
Call your booking agent.
$250 round trip, hard to give up on that
I have tickets for the first week in May. What do you recommend?
they did not mention any refund possibilities in my communications, in fact JustFly said specifically AirSerbia is not offering refunds at all
https://www.airserbia.com/en/information/flights/travel-information-coronavirus/frequently-asked-questions
Here we go
Dan thank you sooooo much for this vital info! Will the free rescheduling incur a change of fare fee? Will Air Serbia require us to go according to Trip.com’s rules regarding refunds and rescheduling? I heard trip.com is being very difficult to work with.
If there’s no change of fare fee the I’ll definitely hold on to these tickets for future peak travel to Israel
It seems like no change in fare:
https://www.airserbia.com/en/information/flights/travel-information-coronavirus/frequently-asked-questions
where do you see no fare difference fee does not see explicit
That’s why I said seems like.
It’s not 100% clear.
from this language you see it: Free re-schedule?
“Clicking on the link in the e-mail, passengers can choose via our self-service platform the best option between below options
Free re-schedule of travel dates to the end of the year
Free change of destination
Refund of airfare”
Cancellation email now clearly stating no fare difference will be owned.
“change the dates of their travel without penalty and processing fee, provided that travel must be completed at the latest on 31DEC20. Only one change per ticket is permitted, without penalty. If originally paid fare is not available, the difference in fares will not be charged. If the passenger does not know the new date of travel at that moment, original itinerary may be cancelled. The passenger must keep the number of the original ticket. The new ticket will be issued subsequently.”
True -“no change in fare”. Just call Etihad Airways Customer service: 1 (877) 690-0767 and request to leave your ticket open. They said to call them back to re-book by 9/30/2020 to avoid any extra charges.
Awesome!
They told me the same thing, but specified no change fee charge, but YES difference in fare. Unless flight was before July 30
Just tried. They told me they can’t touch the trip.com ticket until 48 hours before departure. I guess I’ll try again then
My(trip.com ticket) departure date was May 11. Some of the reps are inexperienced and may give you different excuses – demand to speak to supervisor/manager. I was told by Air Serbia rep that Etihad(tix sales) must validate request to leave your ticket open if the flight was canceled by airline. And when I called – the rep (I think named – Nishid) helped me without any issues.
I was told by Eithad that it can be open ended ONLY if I fly before July 31.
Or I can rebook by September 30 for travel till August 2021, but would need to pay difference in fare.
Was waiting for this… Flying them to Switzerland in a couple weeks
now I just need Aer Lingus to cancel my connecting flight
what about those that booked on trip.com?
Call them to discuss options.
are you stating this policy is only for those who booked air serbia directly?
I think most booked on trip.com?
It should apply to everyone.
That’s the million dollar question. I’m on the same boat as you as are many others!
Wording on email does not mention refund but does mention no need to pay fare difference on change.
Interesting. cancellation seems to be just the New York – Tel Aviv leg. When you search your flight reservation on airserbia.com, it still shows the Tel Aviv-New York as active.
Dan what do think are the chances of an airline such as Air Serbia going down under after this mess is over?!
It is the National Airline of Serbia and partially owned by Etihad which is pretty solid (at least until now). Obviously no guarantee. I believe Alitalia filed bankrupcy in past, and I think they’re national airline of Italy.
Yup, generally speaking governments will bail their airlines out.
Thanks Dan. I was torn between asking for a refund(if trip.com would give one) or rescheduling for a later late(risk of the airline going down under)
Is there a timespan when you have to take action on your ticket? Or just before the date of the first leg of the flight?
Previous Dan response quotes the Air Serbia email which answers your question
I called Air Serbia. They told me I have 2 options. Number 1: I can have an open ticket, which can be booked up until Dec. 31 of this year. Number 2: Full refund which would have to go through the booking agent (trip.com for me)
They did say that for Number 1 we will have to pay the fare difference, and they are just waiving any fees involved with changing the flight. Which contradicts the top part of you post. Did you have a different source?
Hmmm…
Thanks!
So did you call back armed with this email that states no fare difference?
Also how long did it take you to get through? Did call with the US phone number?
My flight (outbound in May, returning in June) doesn’t appear to have been canceled yet.
Hi Dan!
i’m scheduled for 4/27-5/10 JFK-TLV, when do i need to call them for changes? do i need to do it now or i have time till the departure date?
thanks for your help!
Which website did you book on?
I booked through Chase. If I reschedule for October and the airline goes under, will I get my money back from Chase travel or since I paid my credit card bill already I have no protection?
All low fare tickets where issued on EY stock, so it is important to make sure that Air Serbia is willing to take over the booking and waive fare differences, I’m not convinced that that will be the case, I’d actually be surprised if they do that, maybe has some more knowledge about the JU/EY relationship and how they handle each others stock tickets…
One thing to be made very clear. The above exemptions only apply to flights that have been cancelled which are flight through April 12th. Flight after then are still as of now operating as scheduled to TLV. My flight is May 18th. I called both Air Serbia and Trip.com and both mentioned I’m not eligible for a full refund or free flight change
I got a full refund from Trip.com I am currently waiting on hold to with Air Serbia to get a refund on the upgraded seats and infant tickets that I purchased directly with them. Trip.com had a 5 minute wait time and a really competent and quick rep- with Air Serbia I am already waiting for 30min+
Did air serbia refund?
Yes,they picked up had a nice rep very quick and easy, they issued a refund on all of the charges. (Infant and upgraded seats…)
Ty!
If I booked through chase, using points would airserbia still give me a refund? Also my ticket is for june 24 to tlv, is there any chance that won’t bw canceled?
Anyone book through JustFly? They are still saying they are not issuing refunds.
trip.com is saying that they split my reservation into two one ways, and since only one leg TO ISRAEL was cancelled, they can’t refund the way back!! has anyone else had that experience? It seems really deceptive and wrong; how can they randomly decide to split my ticket and then not refund half!?!?!
Because the return flight was not yet cancelled.
My reservation also shows the return, but not the outbound. I don’t think it’s ethical, but if they haven’t cancelled, they expect you to take that flight, or cancel on your own.
Just to share information, here is an email received from Air Serbia for a flight booked through Trip.com. I wrote back (to callcenter@airserbia.com) that I am interested in the 2nd option, but it is 4 days later and I still haven’t received a response from them.
Dear Passenger,
We would like to inform you that flight JU0501 , scheduled to leave New York City, NY, United StatesJFK , on 27 Apr 2020, 14:35, has been cancelled.
Your flight is canceled due to the special circumstances of the COVID -19 Pandemic.
Air Serbia would like to assist all our passengers with canceled flights due to COVID-19 to better adjust their travel plans, especially those who do not want to rebook for a future date at this time, we offer a Credit Voucher of equal value to the ticket purchased +10% increase on base fare and fuel tax, valid for redemption on any future flight within a year from the date of issuance.
COVID-19 flight cancelation options:
1. get 10% value increase (of the net fare and fuel tax) by applying to receive Air Serbia voucher.Voucher is valid for one year from the date of issuance, application form and detailed terms and conditions can be found here.
2. change the dates of their travel without penalty and processing fee, provided that travel must be completed at the latest on 31MAR21. Only one change per ticket is permitted, without penalty. If originally paid fare is not available, the difference in fares will not be charged. If the passenger does not know the new date of travel at that moment, original itinerary may be cancelled. The passenger must keep the number of the original ticket. The new ticket will be issued subsequently.
3. choose any other Air Serbia destination within Air Serbia network, except New York. New ticket will be issued without penalty and processing fee. Passengers will not pay the difference in fares and taxes if any. Only one change per ticket is permitted, without penalty. Travel must be completed at the latest on 31MAR21.
We apologize for any inconvenience caused.
Need help? Why don’t you call us?
From Serbia: 0800 111 528 From other countries: +381 11 311 21 23
So I’m in the same situation as you as I purchased five tickets departing May 18th JFK to TLV on Trip.com. I sincerely regret not booking via Chase Ultimate Rewards. I’m supposed to go for a wedding in Israel but that has been postponed. Air Serbia can’t touch my ticket and mentioned that all changes must go through the booking agent. Trip.com will do absolutely nothing right now since as of today my flight is still operating. I’m really hoping the flight gets cancelled so I can claim a refund from Trip.com but from the looks of your e-mail they’re not refunding you for a cancelled flight. Did you try claiming a refund from Trip.com? You might have to go according to their rules and not Air Serbia. Keep me posted.
I haven’t yet contacted Trip.com. Perhaps I am being a fool, but I would rather get my tickets changed to next year than receive a refund.
You’re not being a fool at all. This could be a blessing in disguise for some people who purchased off-peak tickets and know could change their tickets free of charge to a peak date. I myself would opt for the refund
Many people, including myself, are intentionally booking tickets for the near future, to be able to use at peak times after they get cancelled
I have a 5/4-5/17 RT from JFK-TLV purchased through trip.com. Got nice emails this week from both Air Serbia and trip.com about the flights being canceled and the options above of 10% increase or rebook or refund. I asked them to rebook for August but Air Serbia isn’t offering a flight then, yet. I’m going to try again in a week until hopefully they’ll book me or I’ll go through Moshiach’s agency.
Dan: any comments on that plan?
I’m praying for a flight cancellation and refund. My flight is 5/18 and flights are cancelled through 5/17…. FML!
I had tickets booked for Lag Beomer, which were cancelled.
After bouncing around from trip.com to air Serbia to Etihad, the offers I’m getting are refund, rebook or voucher (obvs bad choice).
Still can’t get what I’m looking for – open ticket with no change fee or difference in price to book for the rest of the year. They (Air Serbia) say I have 10 days to rebook, which I feel is just a random number off the top of their heads… I guess I’ll keep trying
I called Air Serbia directly, and changed my five $255 tickets to open ended ones for flying with no fees or changes usable until the end of the year. Cost me nothing, but time.
I got thru right away, but it took about 10 minutes hold time for them to process each as they were all separate booking numbers. Easy enough, and really not a bad deal. Was so looking forward to Lag Ba’omer in Meron though : (
If you don’t end up flying by the end of the year (because Air Serbia operations are still suspended, or because of continued travel restrictions, or because you still don’t feel comfortable traveling even though there are no formal restrictions), can you still get a refund or are you out the $255 x 5?
Same question
I booked tickets through chase. I called Etihad and they told me I have until July 31st to rebook my flight for free and if I want a refund I have to contact my booking agent. Anyone know if I can contact my booking agent July 31 for a refund if I decide I don’t want to rebook?
got 4 tickets for shavous they just canceled it
My flight (outbound on May 14) was finally canceled.
Ideally, I’d like to keep my ticket open so that I can rebook for later in the year at the same price, but if travel is still not possible or not advisable (or I just don’t feel comfortable traveling) by the end of the year, do I forfeit what I paid?
In other words, how soon do I need to make a decision on this?
I booked through Chase (UR points), if it makes a difference.
DoB, please post a reply if you learn anything. I’m in the same predicament. I called Chase today, they put me on hold while they called Etihad and came back on the line to tell me that Etihad said I could get a refund. The Chase rep was about to put in the request for the refund, but it pained me too much, so I asked her if she could hold off and I would call back in about a week. She said she would put notes in the file that Etihad said I could get a refund.
Wow, I just had a similar conversation with Chase and they spoke to Etihad and told me no refunds, credit only. I just filed a complaint with DOT.
my Flight on 2/25/20 was cancelled today
My husband had a 1 way ticket TLV-JFK 5/31 (he was to travel to Israel on a different airline). They just cancelled the flight. We bought it through Chase UR using some points but mostly money. They are only offering credit. I spoke to Chase who spoke to Etihad and was told no refunds. I just filed a complaint with DOT.
I am pretty upset because we booked 5 tickets via Chase from 5/18-5/31. Chase indicated on their website a few weeks ago that tickets could be cancelled and refunds obtained which I did by clicking a button. They then responded that they had cancelled the ticket and secured me a credit. I chatted with them and explained that their website was misleading and indicated they would secure a refund for me. They told me they “did their best” but I am at fault for cancelling. I am upset that they didn’t explain this process to me before they went ahead and obtained a credit. Do I have any recourse?
I doubt it. You bought nonrefundable tickets, and you canceled them of your own volition while the flights were still scheduled to operate. Neither Air Serbia nor Chase owes you more than you have already.
Ask nicely. Very very nicely. Maybe you’ll get a good will gesture. But don’t expect anything.
https://www.dansdeals.com/points-travel/travel-tips/stop-cancelling-flights-early/
Just cancelled my tickets Was booked Oct 6-19
I just got a email from Air Serbia that my tickets for August 4 are canceled.
My flight for August 17th was just cancelled by air Serbia. This is 3 months early. Do I have to make any decisions now on changing dates?. August is far away.
My flight(s) for June 22nd was just cancelled.
Did they extend their suspension of service??
my flights for sukkos were just cancelled by air serbia
My august tickets were cancelled? Do you plan to call or wait until closer to the day of the flight and then decide whether to reschedule or not?
My Sept 22 flights for 8 was just cancelled. Weird…
My august tickets were cancelled? Do you plan to call or wait until closer to the day of the flight and then decide whether to reschedule or not?
My flights for sukkos rewe cancelled looks weird…
Just received an email from Air Serbia that jfk to tlv via beg for August 10 is canceled but my return flight from tlv for August 26 with 20 hr stopover was changed to 40hr and departure on Friday 13:15 to jfk (too close to Shabbos) . I called chase they said they they can’t refund the ticket since the return flight was not canceled. Any suggestions?
Thank you
That’s crazy. They can cancel the flight to Israel but not back and yet not refund you?! How are you supposed to get to Israel to take the return flight??
I was supposed to be on your return flight.
Hi Dan,
Do you have any advice how I can get my Chase points on 8 tickets?
My 5 tickets going to Israel for suckos on sep 22 was just cancelled but my return ticket they pushed off from oct 18 to the 19th. The number for airserbia isn’t working and eithad told me I have to contact chase. I’ll keep you posted. Did anyone else get cancelled for these flights?
my flights to israel on the 17-25 were cancelled, tried to search future dates and it seems they are only flying two flights a month in december. Is that possible or just a glitch?
Dan, can you help? This is insane. I see they cancelled my flight(s) on June 22nd TO Israel but they have not cancelled my return flight on July 15th. In the e-mail, they do not mention anything about refunds! Only vouchers valid till Dec 2020 (not very generous considering the end is not yet even in sight)
Can they seriously hold me to it and not issue a refund if they did not cancel the return flight?! How do I get there to take the return flight??? I booked part Chase UR and part on my Sapphire Preferred CC. Thanks!
Dan, please give us some clarity regarding this new revelation of air Serbia canceling our reservation only for our outbound flight from JFK to Israel but not canceling the return? It seems that it happened to many people including ours, scheduled to leave Aug. 21
Is that legal, how can they divide a Roundtrip ticket into 2 one way tickets? Doesn’t seem like the credit card is willing to fight for you. Can the DOT force them to issue a refund?
I booked the Pesach trip on AirSerbia through JustFly and have been trying for a credit card refund from Citi (which they are not giving me but will fight on). I saw JustFly filed for chapter 11, does that mean that if Citi put the charges through to JustFly.com that they will never actually pay AirSerbia and I will never get a refund? JustFly is still saying on their website that AirSerbia is not granting refunds, also tried calling them and they are not giving in.
Hi, I had a scheduled flight with Air Serbia to Israel May 4. They canceled, and now I have requested a refund, citing the DOT regulations since on their website they state that the offer only vouchers. But they don’t respond to my emails and phone calls. I contacted my Southwest credit card since I paid the ticket with that card, but they say it’s too late to dispute since it’s more than 118 days from the purchase. I wonder, is anything left to do? Is there anywhere to complain, or I should just forget about a refund?