✅ Trip Verified
| Moscow to Vienna via Belgrade. It was my first and the last flight with Air Serbia. I will never fly with this company again. First, I tried to order (and pay for it) a special meal. The website of Air Serbia is quite bad, many functions do not work and it was no possible to order a special meal on the website in “My bookings” section. My booking even did not appear on my personal webpage. So, I sent an email with my booking number to Air Serbia. To order a special meal they advised me to call one of the offices of Air Serbia at the airports and order it. I have spent more than 90 minutes in total on the phone trying to reach different offices in Vienna, Moscow, Krasnodar, Copenhagen, Berlin and Belgrade. Every time I was waiting more than 15 minutes on the line and listened to the message “Please hold the line, all operators are busy”. That time I did not reach the call center by the phone. I sent again an email to their email address, informed them that it is not possible to reach an office, gave them my phone number and asked them to call me back kin order to order a special meal. Nobody called me back and nobody answered to my email. 36 hours before departure I got an email from Air Serbia with an invitation to do online check-in for the flight. I wanted to buy a seat on the first row but in the last step, system did not allow me to proceed with the payment for seat reservation because of a mistake on the website of Air Serbia. So, I decided to call the Air Serbia call centre again. On Jan 6 at 9-57 (Moscow time) I finally reached Air Serbia. I asked the agent to help me with online check-in and to order for me a special meal. The agent told me that it is not possible to order a special meal and she does not the reason why it is not possible. She just told me “I do not know how I can order in the system a special meal for this flight”. As regards online check-in she started to proceed with the booking and after 10 minutes she told me that she cannot choose a seat for me because “the seats are already at the airport in Moscow” and I can register only at the airport. I told her that it cannot be the truth but she was absolutely useless and did not want to help. She could even hardly speak English. I spent almost 15 minutes on the phone with her and she did absolutely nothing for me. I asked her name for a complaint and she refused to tell it to me. I told her that I hope that the call has been recorded. 2 hours before departure I got an email from them (which was obviously an answer to my request which I sent a week ago) where another agent wrote me that a special meal should be ordered 24 hours in advance. I think that Air Serbia agents are very unprofessional. It is a mess within a company, the call center does not work, the agents do not care about clients and they simply do not know how to work. The plane from Belgrade to Vienna was extremely old and it was not enough space between seats. The seat in front of me was broken. As a snack we got two small pieces of cookies and a small bottle of water. I even cannot call it “snack”.