Air Serbia reneged on an offer of compensation, citing Covid-19. Is this OK?

Upvote:5

The €250 compensation doesn't apply in extraordinary circumstances beyond the airline's control. While it's not certain that this applies, it's highly likely now during Covid-19.

However, extra expenses (accommodation, food) are to be reimbursed, per Article 9 of the EC261 regulation.

So contact them again and mention this (of course, attach the receipts). Tell them that Article 9 of EC261 applies regardless of any extraordinary circumstances.

And if you want to be dead certain if extraordinary cirumstances apply or not (i.e. whether or not the €250 compensation is due), ask a firm such as Claimcompass to investigate it. It costs nothing, and they have sophisticated resources for checking things, but if they find compensation is due, they'll keep 35% of the amount for themselves.

Upvote:5

This page on the web site of the Civil Aviation Directorate of the Republic of Serbia has a link to an Air Passenger Rights - Complaint Form http://cad.gov.rs/en/strana/16411/passengers. The form is in Serbian and English. The completed form should be submitted to the airline in the first instance. The airline has 60 days to respond after which time you can forward the complaint to the Directorate. I have flown to Serbia many times but have never needed to follow this complaint process.

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