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Lost or damaged luggage Luggage is considered lost if it didn’t arrive from the departure airport to its final destination. During the check-in and handing over luggage, the airline clerk puts a sticker for its registration. The stickers can be damaged or come off during the sorting of luggage. The luggage can, due to bad weather, or human error, be sent into a wrong direction. These are the most common reasons for luggage heading to a wrong destination. In this case, with an attached ticket, the passenger reports the missing luggage at special counters (LOST LUGGAGE, LOST BAGGAGE, LOST AND FOUND). After the report, airport services locate the misplaced luggage based on the electronic record of the sticker, size, form and content of luggage, and itinerary. Luggage is usually found within 24 hours and sent on the first flight to the final destination. Then it is subject to strict customs control, which the passenger has to attend sometimes, after which it is sent to the home address, hotel or place of residence of the passenger. In case of damage or loss of luggage, the passenger is entitled to compensation which shall be paid by the airline. Maximum amount of the compensation is pre-established. Also, airlines agree to refund the cost of unplanned purchasing necessary clothes, in case the traveler finds himself at a destination that is not his place of residence. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Flight cancellation Airlines may cancel their flights due to various reasons. The most common reason is a small number of passengers on a particular flight, but you will never hear such official information, because it certainly is not in the interest of the airline. In addition, the reasons may be technical in nature, due to announced bad weather, strikes, etc. The rights of passengers in such situations are clearly defined: a full refund or redirection to another flight. The most common flight changes are already for the next day, but it can happen that the next flight is of a later date. When the expected departure time of the second flight is at least a day after the departure that was planned for the canceled flight, the passenger can be offered hotel accommodation, transfer from the airport to the hotel, free meals and refreshing drinks, a few phone calls, sending fax or e-mails. The passengers are not entitled to a reimbursement of expenses when they are informed about the flight cancellation at least two weeks before the scheduled departure and when offered time of departure and arrival at the planned destination does not significantly deviate from the original. Also, airlines are not required to compensate passengers in the event of unforeseen circumstances such as weather conditions, volcanic eruptions, floods, earthquakes, plane crashes, terrorist threats and the like. In this case, the passengers have only a right for cost reimbursement or flight redirection. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Flight delays Any delay in takeoff and landing is usually caused by meteorological reasons, technical problems or crowds on the runway. The airline is obliged to inform passengers about flight delays, and an airline clerk to inform passengers of all his rights in this particular case. Any delay of less than two hours is considered normal, legally acceptable and in this case, airlines have no obligations towards passengers, apart from informing them about the change of time. For longer waiting, airlines have the obligation to care for passengers. The degree of care usually depends on the length of delays. For shorter waiting passengers may be entitled to free meals, refreshments, phone call. Longer waiting may include hotel accommodation, transfers from the airport and back, reimbursement of expenses or redirecting. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Involuntary rerouting – redirection Flight delays can bring travelers into a situation when there is not enough time to make it to the next flight, to be denied the right to board, i.e. lose the connection. Cancellations by the airline can also befall the passenger. Involuntary rerouting is a procedure foreseen by airlines and in such cases involves a change of flight on any basis (change of carrier, flight time change, a change of destination, change of class). Rerouting, or redirecting to an alternative flight should be similar to the originally scheduled flight. If a passenger has a direct flight, the airline can offer a flight with a stopover at one of the airports in the vicinity and in this case airline bears all the additional costs. If the wait for the redirected flight is longer, the passenger is entitled to a meal, a refreshing drink, phone, accommodation etc., of course, all in accordance with the length of waiting. The passenger may be transferred to another flight and expensive class, if the class on which the passenger bought a ticket is already closed. In this case, the passenger gets a full service in the more expensive class and doesn’t have the obligation of paying for the price difference. Redirection to a lower class obliges the airline to reimburse the costs. Involuntary rerouting is the alternative offered by companies when there is a delay or cancellation of a flight, but the passenger can always choose a complete refund of costs. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Rights and obligations of the passenger - The airline ticket is valid one year from the date of issuance or from the start of the journey unless stated otherwise on the ticket, carrier tariffs, terms of transport or related regulations. - If the ticket tariff prescribes it, the passenger is entitled to a free baggage allowance. A child under 2 years of age is not entitled to a seat or free baggage. - Excess baggage is charged separately and for that purpose a separate ticket is issued. - You can’t transport fragile items in checked baggage, perishable or flammable materials, money, jewelry, articles of precious metals, securities, bonds and other valuables, business documents and personal documents. - Firearms, explosives, ammunition, permanent magnet, radioactive, corrosive, flammable substances, or ones with unbearable smell can be transported with a previous agreement and approval from the carrier. - The carrier does not guarantee times indicated in the timetable, as well as the issued ticket. - Flights cannot be delayed due to travelers who arrive later, and the carrier assumes no liability in such cases. - The traveler is required to register with the shipment service on the airport of departure 2 hours, and at the latest 30 minutes before the departure. - Time written on the ticket is the time of departure. - It is the passenger’s obligation to check the reservation and time of return flight or the return travel at least 24 hours before the travel. - The ticket can be changed and refunded only according to terms and tariffs applicable to it. - Carriage of electronic equipment is allowed in the cabin, but these devices cannot be used in the cabin during takeoff and landing, for your safety and the safety of other passengers, because they interfere with the electronic instruments of the aircraft. - For domestic and international flights of all airlines smoking is not allowed during the whole flight. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Business class Certainly any passenger who has only travelled in economy has wondered what it is like to travel in the most expensive class of air transport. What are the benefits that it provides? To begin with we want to tell you that there are First Class, Business Class and Economy Class. The first class is usually the most luxurious class on regular flights and only the largest and richest airlines have it. Business class is actually a middle class with companies that have a first class or the highest luxury category in most companies. In the following text we will speak about the Business class as the best class in air traffic, since First class is present only with some airlines. On longer flights, you can fully feel the benefits of the Business class in terms of comfort. The seats have more suitable configurations, they are larger, wider, and more comfortable. The space between adjacent seats is larger as well as the space between rows, which increases legroom. With larger airlines and in larger planes seats can be reclined down to 180 degrees. ATR planes have a Business class in the back of the airplane, while in larger planes it is located in the front part and is usually separated by a partition or curtain. For further destinations, travelers can afford to relax in the Jacuzzi, take a shower, and change clothes. They can get a variety of other trinkets to help during the flight (sleeping mask, socks instead of slippers so the passenger can rest his feet, a change of t-shirt, additional headphones, mini tooth paste and s brush, wet wipes). The passengers have a better service during the flight when it comes to meals, free alcoholic beverages, special audio-visual equipment in the seats and many other amenities which are mostly different for different airlines. Features of this class can be felt during the stay at the airport, and performing the necessary procedures. These are special luxury waiting areas (lounges) with facilities for both rest and relaxation but also for work. Special check-in counters are also provided. Business Class provide more favorable rules for the carriage of cargo and passengers are entitled to more free baggage by weight concept. Business class tariffs enable all kinds of changes, without any compensation, even cancelling tickets with full refund. In order to reduce costs, low-cost companies have been deprived of this luxury and have no Business class. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Choice of seat in airplane When choosing a seat on the plane, information about the type of airplane you will fly with is of great importance, as well as the class you want to travel in. For the passenger to make a good choice, he needs to get acquainted with the seat configuration of the passenger cabin before reserving a seat. Smaller aircraft such as ATR, FOKKER, most often have the seat configuration 1+2 or 2+2, Boeing planes have most often 3+3, while Airbus 380 Superjumbo aircraft have the 3+4+3 configuration and capacity from 525 to 853 seats. Seats are marked with numbers and letters. The first written number marks the row, and then a letter marking the column is added to it. You can reserve a seat in several ways: through booking a ticket via various online search engines or while buying a ticket in a travel agency or airline. When checking in, you may also ask the airline employee to reserve a special seat for you, if that seat wasn’t previously reserved for anyone else. If you do not select any of these options, the seat will be automatically assigned when registering online or the employee will assign the first available seat when you register at the counter. Economy class passengers usually choose a seat by the window or the aisle, in accordance with their preferences. The seat by the window offers a beautiful view, but it is less comfortable and you have to move the other passengers, for example, when you want to go to the toilet. Legroom extra space is also one of the items that are very important for the passengers. Usually it is more important for bigger or taller passengers, as well as to those whose journey is longer. Low-cost companies usually charge extra for these seats, as well as for the seat reservation. Apart from extra legroom seats, there are also seats next to the exit (emergency seats), that provide additional comfort. However, these seats have a limit as to which passengers can reserve them. These are usually people who the cabin crew assesses as able to react in emergency situations. If the cabin crew assesses that the person seated there isn’t ready or able to cooperate, they can move them to another place. Aisle seat: These seats are usually reserved by persons with special needs or those who have an escort assigned to them, for easier supervision. Bulkhead seat: They are usually the first seats in economy class, popular with passengers, located behind the cabin and proving additional legroom. Bulkhead seats can also be located in front of the cabin. In such a case, the partition separating the passenger compartment and the part with the toilet, buffet and storage room for the crew, prevents the reclining of the seat. Recliner seat: In these seats, the backrest may be slightly lowered back, so the passengers can relax and go to sleep easier. These seats are standard in all planes and with all airlines. The size, level of comfort and materials from which they are made depend on the airline. Such seats with enhanced features, such as better materials, more comfort and space for passengers, are in the business classes of short and medium haul planes. Lie-flat seat: This type of seat is usually in the business class and provides the possibility of reclining the seat to an angle of almost 180 degrees. This kind of comfort is particularly significant for intercontinental flights. Suit seat: It is the most modern type of seats, which the largest planes of today have. They actually represent smaller cabins, which can provide maximum comfort. The seats can be rotated in different directions and completely brought down to 180 degrees. Moreover, they are equipped with TV screens and various other electronic devices. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Useful advice You can bring a lot more things on a flight than it is officially allowed. In order to succeed, you must take into account the way you pack, as well as the arrangement of things… Namely, if you have a need for additional luggage, avoid extra expenses by putting heavier stuff in your hand luggage, and the bigger but lighter ones for the suitcase you will hand over at the check-in. When it comes to hand luggage, a weight of 10 to 15 kg is officially allowed, depending on the airline, but 99% per cent of the time no one will ever check it. Considering you have the right to only one hand luggage, you can pack the excess stuff in some larger and tighter bags, which don’t count as separate luggage and can be carried with you on the plane. Also a small (women’s) purse doesn’t count as hand luggage. Often in situations when you change two or more planes to the final destination, a temporary luggage loss can occur. What does it mean? Due to short connections or errors on transit airports, the luggage gets lost or doesn’t get put on your flight. If that happens at the airport of your final destination, you must report the loss of your luggage. When you report, it is important to leave accurate data, phone numbers, preferably a local number as well, the address where you are staying, suitcase description and as detailed description of the contents as possible. Depending on the airline, the passenger has a right to various compensations, from basic hygiene objects to a money amount for every day of luggage delay. If the luggage isn’t found in a certain amount of time, the passenger has a right to total damage compensation, which is also different from airline to airline. During the purchase of airline ticket, you must pay attention to the validity of the data, time, date and place of take-off, transit and return. What you must pay special attention to is a correctly spelled name and surname. If a name error occurs, even one letter, the odds are small that it can be corrected, which means new costs for cancellation and issuing another ticket with correct data. Never pack important or valuable things in the handed luggage (such as medication, important documents, credit cards, papers of value, money, jewellery, keys, cameras, phones and similar electronic devices), lock your luggage and tighten the patch with your name and surname and address on the inner and outer side of the luggage. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Stewardess’ advice Stewardess’ recommendation for flying with children The plane separated from the gate and you felt a real relief. Somehow you managed to entertain a three-year-old and a six-month-old baby, although it wasn’t easy. All of you have settled in your sets, fastened your seatbelts. They both look sleepy, when suddenly through the loudspeaker you hear: “This is your captain speaking. I’m sorry to inform you, but air traffic control has just postponed our flight again. We are going to park. We will be in the air in an hour.” Right then the baby starts to scream and wakes up the other child, who is too cold at that exact moment. You don’t have a blanket, the stewardesses don’t have a blanket, you’ve used your last diaper and you don’t have anything to entertain your kids with while waiting for the flight. You start to worry that you are in for a hellish ride. You would be surprised how often I, as a stewardess, see this or a similar scenario. The first plane flight with my daughter was when she was three weeks old, and ever since she has flown almost once a week. Before I did this, I had a fifteen year experience in observing families on travels and I’m here to help you. One of the most important things you can do when you are traveling with children, is to choose wisely all the things that you will take. Follow these tips and you will see that you are ready for all that airplane travel can have in store for you… First five basic things for a child/baby Diapers and tissues – my rule is one each for every hour of flight, plus another five in case of technical and other delays. Adequate food supplies – if you are breastfeeding, then there is no problem. If not, bring additional food in case the flight is late. When travelling with a baby, you are not limited by the “100ml” rule. Extra clothes – not just for the baby! A shirt for mom and dad in case of spewing is recommended. Also, a small blanket. Zip bags – they will be excellent for dirty clothes, dirty diapers and leftover snacks. Ear tampons – bring enough to have for people around you, since the situations in which the baby is crying can be stressful for them as well. Five essentials for preschool children Snacks – save them for travel since your children need them to keep a stable blood sugar level. Bring things they enjoy at home. Tissues and coasters – you can buy them at any store and use them as a base from which your child can eat and with which it can play, without having to worry about bacteria. Empty water bottle you can fill with tap water. Activities – think about what your children do for fun at home, and can be done in a plane in silence. DVD players, dolls, books, paper and crayons… are some of the ideas. Bring many different things to keep their attention! CARES belt – acronym for “Child Aviation Restraint System”. It refers to the best with which the child should be fastened, for its safety. It is intended for children between 10 and 20 kilograms of weight. You can easily wrap the belt around the airplane seat and pack in your hand luggage. (About the author: Sara Keagle is a stewardess of a large American airline with over twenty years of experience. On her blog TheFlyingPinto.com she gives advice in order to make airplane travels more pleasant.) Visas For most of the countries through which you travel, a transit visa is not necessary unless you leave the transit zone inside the airport terminal. The visa regime of the United States is very strict and it is particularly reflected with transit passengers. Visa regimes vary from country to country and depend on the nationality of the person traveling. The rule is that passengers would have to independently inquire about visa requirements of the destination country, and the countries through which they travel, and we will use this opportunity to introduce the visa situation for the citizens of the Republic of Serbia. As of 19 December 2009, citizens of the Republic of Serbia no longer require a visa to travel to the 25 countries of the European Union, as well as the three countries that are not members of the EU, but are part of the Schengen area. Whether it’s a business or leisure travel, or professional training, Serbian citizens with biometric passports can travel freely to these countries. Transit visas are necessary in some countries. For most of the countries through which you travel, transit visa is not required unless you leave the transit zone inside the airport terminal. Passengers who will spend more time at the transit airport can leave the transit area to tour the city, of course, with the possession of a transit visa. In this case they pass through passport and customs control, and must possess valid documentation to enter the country of transit. European countries that do not require visas: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland , Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland. The most common transit countries: Russia: Citizens of Serbia do not require a transit, nor a residence tourist visa for staying in Russia up to 30 days, so during transit, they can leave the transit area and the airports. Citizens of those countries requiring a visa for Russia do not require a transit visa for staying up to 24 hours. United Arab Emirates A transit visa is not required if the travelers do not leave the airport. The Emirates sell a tourist package that provides a visa for up to 96 hours of stay, for all passengers traveling in transit via Dubai and wanting to stay in Dubai. Turkey Passengers from Ex-Yugoslavia countries are free to transit through Istanbul, and a residence visa is not required for a stay up to 90 days. Great Britain Passengers traveling to the United States, Canada, Australia and New Zealand do not have to own a transit visa, while a visa is required while transiting through Great Britain. United States of America The visa regime of the United States is very strict and it is particularly reflected with transit passengers. Passengers who travel from Serbia in the Caribbean, Latin America, or Canada may transit in one of the US airports. A transit visa is required not only in the event that the traveler has to transfer in one of the US airports, but also when the plane has a planned technical landing on US soil. Canada Serbian citizens travelling to United States must, apart from the regular visa to the USA, obtain a transit visa for Canada if they transfer through Canada. This visa is obtained by an identical procedure as the temporary residence visa. The Schengen zone Citizens of Serbia do not require visas for transit through airports in countries of the Schengen zone: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Electronic tickets Once, airline tickets were bound and the front page had the signature and logo of the airline. Every airline ticket presented the airline’s identity and every one of them had its own tickets. They also contained instructions for passengers, luggage drawings with prescribed dimensions and various other notifications. According to the decision of the International Air Transport Association, which brings together 240 airlines from 2007, these tickets ceased to be used and electronic air tickets were introduced. Eliminating paper tickets brought a significant reduction of costs for the airlines, and also a decrease of prices in airline traffic in recent years. The International Air Transport Association (IATA) has estimated that it would thus facilitate and speed-up the check-in for passengers or enable them to check-in themselves, facilitate the change of date, passengers can inform themselves via the browser on certain flights and airlines, on the other hand it allows the airlines huge savings on an annual basis. For travel agencies, “e-ticketing” provides greater possibilities of managing operations because they are able to carry out changes to reservations while on the phone with the passenger. According to estimates IATA, which accounts for about 94 percent of world air transport, would annually earn about 3 billion US dollars, or an average of about 9 dollars per tickets while issuing an electronic ticket, compared to printing paper tickets. When an electronic ticket is issued for a given journey, an electronic record is formed in the company’s system, containing data on the number of reservations and the number of the ticket itself and it represents confirmation of purchasing a seat in the plane. You don’t even need a printed airline ticket to fly, you only need to go to the check-in counter with your passport, where the staff will find you in the system and give you a boarding pass. For your own security, you can print it. In today's world almost all tickets are sold in electronic format, and many companies even charge extra for the issuance of paper tickets. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Special luggage Special luggage includes luggage that significantly deviates from the standard suitcases by their shapes and sizes. All sports equipment is measured and classified into three categories: small, medium, and large. Bicycle Bicycle transportation is usually charged by tariffs depending on the airline and the destination. They must be packed in a prescribed manner in special boxes for bicycles or as checked baggage, while some companies do not set any conditions. That is why you should thoroughly enquire about everything before the flight, not only with the airline, but if possible on the airport of departure. Ski, snowboard and golf equipment It can be easily transported as checked baggage, which counts as one piece of luggage when packed together and it counts in the overall luggage adhering to the weight concept. There is also the option of additional charge if the equipment is transported as additional luggage according to predetermined tariffs depending on the carrier. For this equipment you need a reservation and confirmation 48 hours before the flight. Kayak, canoe and surfing equipment Some airlines do not have the possibility of transporting this equipment due to the types of aircraft. They must mostly be checked as goods and in such cases are transported according to rules of cargo transport. Every airline prescribes its own rules for the transportation of special luggage depending on their own tariff system, price determining concept and the type of aircraft transporting the equipment. Diving equipment Diving equipment can consist of a suit, vest, socks, masks, shoes, flippers, knife and regulator. Diving lamps must be transported as hand luggage and the lamps and batteries must be removed from it. The oxygen bottle must be empty and the valve on it must be open and removed. Diving equipment can be packaged together and checked in as a single piece of luggage (piece concept), in case it exceeds the allowed limit, a special tariff is charged. Musical instruments Musical instruments can be transported in several ways. Instruments can be transported as registered if they are packaged in a hard case. Airlines are not liable for damage if the instruments are badly packaged. Instruments whose length exceeds 100cm may be transported exclusively as one piece of luggage (they can’t be packaged along with some other things). For instruments longer than 203cm or heavier than 32 kg the airline’s agreement is necessary. Smaller musical instruments can be transported in the hand luggage if they can be put into the hand luggage cassettes above the seats. For larger instruments that are transported in passenger cabins it is necessary to reserve an additional seat. The additional seat is charged at the full price of an adult ticket. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Pets on the plane Most airlines allow the transportation of small and light pets (dogs, cats, birds) in the passenger cabin, under the condition that the overall weight of the animal and the cage does not exceed a prescribed number, the cage must be waterproof and bite-resistant and must not exceed 115cm in the sum of cage sides, while some airlines do not allow the transportation of animals under any conditions, unless it is a guide dog. The transportation price depends on the destination and the carrier. Some airlines charge for this service per kilo of the animal and depending on the destination, while some charge for this service according to previously prescribed tariffs. Animals that cannot be transported in the cabin will be transported in the appropriate parts of the cargo space, which has a regulated temperature and pressure. An animal in a cage must have enough space to stand up, to move. The enclosure must be equipped with containers for water and food. Guide dogs for the blind and the deaf are usually transported free of charge and can travel in the cabin, regardless of size. This service must be notified in advance through the reservation. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Passenger FAQ By when must the ticket be booked? Tickets can be booked at any time, but the price is not guaranteed. Our suggestion is to make the booking at once, since it is free and non-binding. During the reservation, you can decide whether to travel or not, and the price is certain. How long does the reservation last? Some reservations last longer, some shorter, but it all depends on many factors. Most bookings last for 3 days, but there are those that last only one day. Some may be prolonged, some not, depending on the current availability. The real duration info can only be obtained after making a reservation. How much luggage is allowed? Most airlines allow one luggage of 20 kg as part of the price of airline tickets, even on long-haul flights, but there are those that ask for a separate charge on every piece of luggage. If you have two or more pieces of luggage, it is possible to make a payment, which varies depending on what airline you fly with. Is it possible to buy a one-way ticket? One-way airline ticket can be purchased, but not to all destinations. For instance, for USA you need to have a return ticket, unless you have a permit for a temporary or permanent stay. What happens to the ticket in case of a shift in time or cancellation of a flight? The conditions that are prescribed by the airline mostly depend on the class of your airline ticket. For example, a ticket purchased for the cheapest class, if cancelled completely goes to waste, only a small portion of the taxes is refundable. If the ticket is for one of the more expensive classes, you can expect a full refund or a larger part. If a shift or cancellation occurred because of the airline, the refund conditions are much more favourable. Is the ticket refundable in case of not getting a visa? Most airlines approve a 100% refund if the reason is a refusal of visa. As proof you need to have a document from the embassy. Can someone else use my ticket? The ticket cannot be switched to another name in any option. How long is an airline ticket valid? Each airline ticket is valid for a year from the date of issuing. What is an electronic ticket? Ten years ago, all airlines issued paper tickets and passengers couldn’t travel without such a ticket. If someone lost a paper ticket, additional costs and complications would ensue. Today almost every airline member of IATA issues only electronic tickets. That means that your airline ticket has a specific number and that the document you receive from us is only some kind of certificate of an issued ticket. It is still good to have that certificate with yourself at the airport since the number of your ticket is written on it. Luckily, that number is stored in the system, which means that the loss of the certificate does not cause any problems. For some airlines and airports it is enough present just an identity document. My passport expires soon. Can I still travel? It would be good to ensure the validity of your passport in advance, before the beginning of the journey (some destinations require that your passport is valid for a certain amount of time). Contact the nearest local embassy of the country to which you intend to travel. Can I travel while pregnant? Yes, but only up to the 28th week of pregnancy (7 months), you can travel when you are pregnant and will be the subject of constant care and attention of our staff during your trip. After this period, it is essential that, when you book, you inform our staff about your condition, so you can receive, for your full safety, consent from the doctor – “Airline” to travel by plane. I have difficulty in movement. What facilities are available at the airport and on the plane? It is necessary, first of all, to draw attention to this when making a reservation. The assistance is determined according to the level of ability of movement. In milder cases, a wheelchair will wait for you at the check-in baggage and will take you to the gate. You will board the plane yourself. In more severe cases, if boarding the plane is a problem for you, you will be taken into it via a special wheelchair. In the gravest cases of total disability, you may travel only upon the approval of the doctor – “Airline”, who will determine whether an escort is needed. What happens if my luggage exceeds the weight limit? If your luggage exceeds the weight limit, every additional kilo will be treated as excess luggage and is paid for directly at the check-in counter according to a specific per kilo price list. What are the restrictions for hand baggage to be taken into the cabin? Možete uneti jednu torbu po osobi, težine do 10 kilograma. Maksimalna dimenzija (dužina + širina + visina) može biti do 115 cm. Can I bring musical instruments into the cabin? Musical instruments that can easily be placed in the lap can be brought into the cabin. You can also bring larger musical instruments into the cabin (whose volume does not exceed the door frames), as well as very expensive smaller instruments, but they must be placed in boxes, announced in advance, you must get the consent for their transport and reserve an additional seat for them. Instruments must not contain any dangerous materials or articles which are not allowed on board the plane. Can I bring my pet into the cabin with me? Yes. In order to provide your, and the safety of others, you need to announce and book the transport of your pet (dogs, cats, birds and other small pets) at the local office of the airline with the necessary documentation and health permits for your pet. Your pet can’t have more than 10 kilograms with the cage (basket) which you have provided for him according to regulations, and their weight is paid for as additional luggage by the active tariff. Which animals can’t be brought into the cabin? All animals weighing over 10 kilograms, that don’t have a cage (basket), aren’t checked in at the customs and don’t have the necessary documents.” For additional information you can contact us via the contact page, or by phone 011 218 56 16 Special meals on the plane Most airlines offer travelers a choice of special meals in accordance with their needs and habits. Vegetarian oriental meal - is a vegan meal prepared in the Eastern way (Chinese or Japanese) Kosher meal – is prepared according to the Orthodox Jewish traditions in the diet. Numerous and very complicated rules are observed when preparing this meal. Chinese style of vegetarian cuisine Jaina vegetarian meal - vegetarian meal prepared especially for believers of Jainism, an Indian religion Indian style vegetarian food - prepared in accordance with Jaina traditions Vegetarian meal - prepared exclusively from plant products Western-style meal - without meat and dairy products. Hindu meal - Meals are prepared in accordance with religious rules. Prepared without beef, beef products and without pork Muslim meal – without adding pork or pork products, gelatin or alcohol (wine sauces). Replacement of this meal can be VGML, which is prepared using exclusively vegetable origin products, or SFML, which, apart from all kinds of fruit and vegetables, also contains fish, using only vegetable fats. Meal for diabetes – the meal is prepared without products which cause a sudden increase in blood glucose, taking into account a balanced amount of proteins, carbohydrates and fats. Milk and dairy products without sugar, all kinds of fresh fruits and vegetables, white fish and lean meats can also be used. Light meal – light, low-fat and mildly spiced meals include lean meat or fish. Gluten-free meal - Meals prepared with low-calorie foods. Do not include pasta, baked goods or products containing cream. Salt-free meal – mildly spiced meals, with a small amount of salt. Salted, smoked, and canned meat is now allowed. Cereals and cereal products are welcome, as well as all vegetables. Low fat/cholesterol meal - Contains ingredients with a minimal amount of fat, no cholesterol. Lactose-free meal – diet meal, containing lactose-free products. Ingredients for the preparation are meat, fish, poultry, pastries without milk, vegetables and fresh fruit. Meal for babies (up to 24 months of age) - consists of vegetable and fruit porridges. It must be originally packaged by the manufacturers. Kids meal (2-14 years) - A balanced, child-friendly menu without the hot spices. For example, pasta with tomato sauce, chicken croquettes... Seafood meal – prepared from fish, vegetables, eggs, fruits and foods with carbohydrates. Exclusively fats of vegetable origin are used. Meal with a limited amount of protein - it is intended for people with diseases of the liver and kidneys. Meals are prepared from fresh fruit and vegetables, vegetable fat and spices and limited quantities of eggs or meat. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Passengers with special needs Passengers who need wheelchairs have to notify the company when making their booking. Most carriers and airports offer free wheelchairs and transport vehicles with escorts for departure and arrival. Also, this service has to be requested when booking a flight, so the passenger receives confirmation from the carrier that it will be done. Some carriers on long-haul flights offer a special wheelchair to move around the cabin (wheelchair on board). Passengers with their own wheelchair should specify the size and weight of the wheelchair during booking, transport in the trunk is free. For this kind of need there are different categories depending on the condition of passengers and they refer to complete immobility, partial immobility, whether the passenger can move through smaller or lager sections, whether they need help with going up or down the stairs. Passengers with impaired hearing or eyesight At their request, carriers provide an escort service at the airport. The transport of dogs trained for helping in the cabin is free. Please notify the carrier while booking that you intend to fly with the help of a dog. Transport of passengers with infectious diseases Carriers usually don’t accept the transport of persons with infectious diseases such as open Tuberculosis, infectious hepatitis, scarlet fever, diphtheria, chicken pox or similar illnesses. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Air transportation of sporting weapons and ammunition Carrying sporting weapons and ammunition in hand luggage is strictly forbidden. The weapons are transported under special and very strict rules. They can be carried as checked baggage, respecting the weight concept. This baggage must be separately announced when booking and it requires approval by the airline. Apart from the proper packaging and handing over during registration, a passenger carrying this kind of equipment must have the following documentation: - Licence for carrying weapons - Export licence from the country he is travelling from and import licence from the destination country - Special customs permissions from the country the weapons are being brought into For the transfer of sporting weapons and ammunition be sure to inquire with the airline and with the police services in order to obtain all the necessary documentation. Documentation required for the carriage of sporting weapons and ammunition depends on each country, as well as the airline. Some companies do not even allow the transfer of weapons under any circumstances. For additional information you can contact us via the contact page, or by phone 011 218 56 16 Taxi services – A list of Belgrade taxi associations Taxi services – A list of Belgrade taxi associations - Alo taxi - Telefon: (+381 11) 3564 555 - Alfa M taxi - Telefon: (+381 11) 9807 - Aurora taxi - Telefon: (+381 11) 3699 333 - Beotaxi - Telefon: (+381 11) 970 - Beogradski taxi - Telefon: (+381 11) 9801, Web site: http://www.beogradski-taxi.com/ - CD Pepsis - Telefon: (+381 11) 4882 200 - City taxi - Telefon: (+381 11) 3940 022 - Čukarički plavi taxi - Telefon: (+381 11) 9805 - Evro gold taxi - Telefon: (+381 11) 3291 818 - Joker taxi - Telefon: (+381 11) 3970 764 - Lux taxi - Telefon: (+381 11) 3033 123, (+381 65) 3033 123, SMS: 3033, E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it., Web site: http://www.luxtaxi.rs/ - Maxiss taxi - Telefon: (+381 11) 9804 - Nacionalni taxi - Telefon: (+381 11) 3777 999 - Naj company - Telefon: (+381 11) 3960 823 - NBA taxi - Telefon: (+381 11) 3185 777 - Novi plus taxi - Telefon: (+381 11) 3169 999 - Pink taxi - Telefon: (+381 11) 9803, (+381 11) 4889 977, (+381 65) 4889 977, SMS: 5353, Web site: http://www.pinktaxi.info/ - Radio taxi inbaco - Telefon: (+381 11) 9801 - Taxi Bel - Telefon: (+381 11) 9808 - Žuti taxi - Telefon: (+381 11) 9802
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Avionski prijevoz sportskog oružja Najstrože je zabranjen prijevoz sportskog oružja i municije u ručnoj prtljazi. Oružje se prevozi po posebnim i vrlo strogim pravilima. Može se prevoziti kao registrirana prtljaga i to uz poštovanje težinskog koncepta. Ova prtljaga se mora posebno najaviti kroz rezervaciju i za nju je potrebna suglasnost aviokompanije. Pored propisnog pakiranja i predaje prilikom registracije putnik koji nosi sa sobom ovakvu opremu mora imati sljedeću dokumentaciju: Dozvolu za nošenje oružja Izvoznu dozvolu zemlje iz koje putuje i uvoznu dozvolu zemlje u koju putuje Specijalne carinske dozvole zemlje u koju unose oružje Za prijenos sportskog oružja i municije obavezno se raspitajte kod aviokompanije i kod policijskih službi kako biste prikupili svu potrebnu dokumentaciju. Dokumentacija potrebna za prijevoz sportskog oružja i municije ovisi o svakoj zemlji posebno, kao i o avio kompaniji. Neke kompanije čak i ne dozvoljavaju prijenos oružja ni pod kojim uvjetima. Za sve dodatne informacije možete nas kontaktirati preko stranice za kontakt Putnici sa posebnim potrebama Putnici kojima su potrebna invalidska kolica moraju o tome obavijestiti kompaniju prilikom obavljanja rezervacije. Većina prijevoznika i aerodroma nude besplatna invalidska kolica i vozila za prijevoz sa pratiteljem u odlasku i dolasku. Također, ovu uslugu je potrebno zatražiti prilikom rezervacije leta, kako bi putnik dobio potvrdu od prijevoznika da će ona biti izvršena. Neki prijevoznici na dugolinijskim letovima nude posebna kolica za kretanje po kabini (wheelchair on board). Putnici sa vlastitim invalidskim kolicima trebaju navesti veličinu i težinu kolica prilikom rezervacije, njihov prijevoz u prtljažniku je besplatan. Za ovu vrstu potrebe postoje različite kategorije ovisno o stanju putnika i odnose se na potpunu nepokretnost, djelomičnu nepokretnost, da li putnik može prelaziti manje ili veće dionice, da li je potrebna pomoć prilikom kretanja uz ili niz stepenice. Putnici sa oslabljenim sluhom ili vidom Na njihov zahtjev, prijevoznici pružaju uslugu pratnje na aerodromu. Prijevoz obučenih pasa za pomoć u kabini je besplatan. Molimo obavijestite prijevoznika prilikom rezervacije da namjeravate letjeti uz pomoć psa. Prevoz putnika sa zaraznim bolestima Prijevoznici generalno ne prihvaćaju prijevoz osoba sa zaraznim bolestima kao što su otvorena tuberkuloza, zarazna žutica, šarlah, difterija, vodene kozice ili slične bolesti. Specijalni obroci u avionu Većina avio kompanija nudi putnicima izbor posebnih obroka, u skladu sa njihovim potrebama i navikama. - Vegetarijanska Orijentalni obrok - je veganski obrok pripremljen na istočnjački način (kineski ili japanski) - Košer (Kosher meal) obrok - se sprema prema ortodoksnim židovskim običajima u prehrani. Za pripremanje ovog obroka poštuju se brojna i jako komplicirana pravila. - Kineski stil vegetarijanske kuhinje - Vegetarijanski Jaina obrok - je vegetarijanski obrok pripremljen posebno za vjernike đainizma, indijske religije - Indijski stil vegetarijanske hrane - pripremljen u skladu s Jaina običajima - Vegetarijanski obrok - priprema se isključivo sa namirinicama biljnog porijekla - Obrok u zapadnom stilu - bez mesa i mliječnih proizvoda. - Hindu obrok - Obroci se pripremaju u skladu sa vjerskim pravilima. Priprema se bez junetine, junećih proizvoda i bez svinjetine - Muslimanski obrok - bez dodataka svinjskog mesa ili prerađevina, želatina, i bez alkohola (vinski preljevi). Zamjena ovog obroka može biti VGML, koji se priprema isključivo od namirnica biljnog porijekla, ili SFML, u kojem se, osim svih vrsta voća i povrća, nalazi riba, uz upotrebu isključivo biljnih masnoća. - Obrok za dijabetičare - obrok se priprema bez namirnica koje izazivaju nagli porast glukoze, vodeći računa o izbalansiranoj količini bjelančevina, ugljikohidrata i masti. Mogu se koristiti mlijeko i mliječni proizvodi bez šećera, sve vrste svježeg voća i povrća, bijela riba kao i nemasno meso. - Blagi obrok - Lagana jela, niske masnoće i blago začinjena, uključuju nemasno meso ili ribu. - Obrok bez glutena - Ne sadrži žitarice (pšenica, raž, ječam, zob) ni umjetnu hranu. - Niskokalorični obrok - Jela pripremljena sa niskokaloričnim namirnicama. Ne sadrže tjestenine, pekarske proizvode ili proizvode koje sadrže kreme. - Obrok bez soli - Blago začinjena jela, sa malom količinom soli. Nije dozvoljeno soljeno, dimljeno i konzervirano meso. Žitarice i svi proizvodi od žitarica su dozvoljeni kao i sve povrće. - Obrok s malo masnoće/kolesterola - Sadrži sastojke sa minimalnom količinom masti, bez kolesterola. - Obrok bez laktoze - Dijetalan obrok, sadrži proizvode bez laktoze. Namirnice od kojih je obrok pripremljen su meso, riba, perad, pecivo bez mlijeka, povrće i svježe voće. - Obrok za bebe (do 24 mjeseca starosti) - Sastoji se od kašice od povrća i voća. Mora biti originalno zapakiran od strane proizvođača. - Dječji obrok (2-14 godina) - Uravnotežen, djeci prilagođen obrok, bez ljutih začina. Na primjer, tjestenina sa umakom od rajčice, kroketi od piletine... - Obrok od plodova mora - priprema se od ribe, povrća, jaja, voća i namirnica sa ugljikohidratima. Upotrebljavaju se masnoće isključivo biljnog porijekla. - Obrok s ograničenom količinom bjelančevina – namijenjen je osobama sa bolestima jetre i bubrega. Obroci se pripremaju od svježeg voća i povrća, biljnih masnoća i začina i ograničene količine jaja ili mesa. Česta pitanja putnika • Do kada se mora rezervirati karta? Kartu možete rezervirati bilo kada, ali cijena nije garantirana. Naš prijedlog je da se rezervacija napravi odmah, s obzirom da je besplatna i neobavezujuća. U periodu trajanja rezervacije, možete odlučiti putujete li ili ne, a cijena vam je sigurna. • Koliko traje rezervacija? Neke rezervacije traju duže, neke kraće, a sve ovisi o dosta faktora. Većina rezervacija traje 3 dana, ali postoje one koje traju samo jedan dan. Neke je moguće produžiti, neke ne, ovisno o trenutnoj raspoloživosti. Pravu informaciju o trajanju moguće je dobiti tek nakon pravljenja rezervacije. • Koliko je dozvoljeno nositi prtljage? Većina avio kompanija dozvoljava jednu prtljagu od 20kg. U sklopu cijene avio karte, čak i na dugolinijskim letovima, međutim postoje i one koje za svaku prtljagu traže posebnu doplatu. Ukoliko imate dvije ili više prtljaga, moguće je izvršiti doplatu, koja se razlikuje ovisno o tome kojom avio kompanijom letite. • Je li moguće kupiti kartu u jednom pravcu? Avio kartu je moguće kupiti u jednom smjeru, ali ne za sve destinacije. Na primjer za USA morate imati povratnu avio kartu, ukoliko nemate dozvolu za privremeni ili stalni boravak.. • Što se događa sa kartom u slučaju pomicanja ili otkazivanja leta? Uvjeti koje su avio kompanije propisale, najviše ovise o klasi vaše avio karte. Tako na primjer karta kupljena na najjeftinijoj klasi, ukoliko se otkaže u potpunosti propada, može se refundirati samo neki mali dio od taksi. Ukoliko je karta na nekoj od skupljih klasa, možete očekivati povrat novca u potpunosti ili neki veći dio. Ukoliko je do pomicanja ili otkazivanja leta došlo od strane avio kompanije, uvjeti za refundaciju su znatno povoljniji. • Je li se karta refundira u slučaju da se ne dobije viza? Većina avio kompanija odobrava 100% povrat novca, ukoliko je razlog odbijanje za vizu. Kao dokaz morate imati dokument iz veleposlanstva. • Može li neko drugi iskoristiti moju avio kartu? Avio kartu nije moguće prebacivati na drugo ime ni u kakvoj opciji. • Koliko dugo vrijedi avio karta? Svaka avio karta vrijedi godinu dana od datuma izdavanja. • Šta je to elektronska karta? Prije deset godina su sve avio kompanije izdavale papirnate karte i putnici bez takve karte nisu mogli letjeti. Ako bi netko izgubio papirnatu kartu usljedili bi dodatni troškovi i komplikacije. Danas gotovo sve avio kompanije koje su članice IATA izdaju samo elektronske karte. To znači da Vaša avionska karta ima poseban broj i da je dokument koji dobivate kod nas, samo neka vrsta potvrde o izdanoj karti. Na aerodromu je još uvijek dobro imati tu potvrdu sa sobom pošto je na njemu napisan broj vaše karte. Srećom, taj je broj sačuvan u sustavu, što znači da gubitak potvrde ne uzrokuje nikakve probleme. Nekim avionskim kompanijama i aerodromima je dovoljno predočiti samo osobne dokumente. • Moja putovnica uskoro isteče. Mogu li još uvijek putovati? Bilo bi dobro, da unaprijed, prije početka putovanja, osigurate valjanost svoje putovnice (neke destinacije zahtjevaju da Vaša putovnica ima određenu dužinu trajanja). Kontaktirajte najbliže lokalno veleposlanstvo zemlje u koju namjeravate putovati. • Mogu li putovati kada sam trudna? Da, ali samo do 28. tjedna trudnoće (7 mjeseci), možete putovati kada ste trudni i bit ćete predmet stalne brige i pažnje našeg osoblja tijekom putovanja. Poslije tog roka, neophodno je da kada rezervirate kartu, obavijestite naše osoblje o Vašem stanju, kako bi dobili, u cilju Vaše potpune sigurnosti, suglasnost od liječnika-"AVIO KOMPANIJE" da putujete avionom. • Imam poteškoća u kretanju. Kakve pogodnosti su mi na raspolaganju na aerodromu i u avionu? Potrebno je, prije svega obratiti na to pažnju prilikom pravljenja rezervacije. Prema nivou sposobnosti kretanja određuje se i pomoć. U lakšem slučaju, invalidska kolica će Vas sačekati kod šaltera za čekiranje prtljaga i prevest će Vas do izlaza. U avion ćete ući sami. U težem slučaju, ako Vam je ulazak u avion problem, bit ćete unijeti u avion specijalnim kolicima. U najtežem slučaju potpune nepokretnosti, možete putovati jedino uz odobrenje liječnika-"AVIO KOMPANIJE", koji će odrediti da li je potreban pratitelj. • Što se događa ako moja prtljaga prelazi dozvoljenu težinu? Ako Vaša prtljaga prelazi dozvoljenu težinu, svaki će se kilogram preko toga tretirati kao višak prtljage i on se plaća direktno na šalteru za čekiranje prema određenom cjeniku po kilogramu. • Kakva su ograničenja za ručnu prtljagu koju se unosi u kabinu? Možete unijeti jednu torbu po osobi, težine do 10 kilograma. Maksimalna dimenzija (dužina + širina + visina) može biti do 115 cm. • Mogu li unijeti muzičke instrumente u kabinu? Muzičke instrumente koje možete bez problema držati u krilu, možete unijeti u kabinu. U kabinu možete unijeti i veće muzičke instrumente (čiji obujam ne prelazi okvire vrata), kao i izuzetno skupe manje muzičke instrumente, ali oni moraju biti pakirani u kutije, moraju se unaprijed najaviti, dobiti suglasnost o prijevozu i za njih rezervirati posebno sjedište. Instrumenti ne smiju sadržati nikakav opasni materijal ili artikal koji se ne smije unositi u avion. • Mogu li mog kućnog ljubimca unijeti u kabinu sa sobom? Možete. Kako bi osigurali sigurnost svoju i drugih putnika, potrebno je najaviti i rezervirati prijevoz Vašeg ljubimca (psi, mačke, ptice i ostale sitne kućne ljubimce) u lokalnom "AVIO KOMPANIJA" predstavništvu uz potrebnu dokumentaciju i zdravstvenu potvrdu za Vašeg ljubimca. Vaš ljubimac ne može imati više od 10 kilograma zajedno sa kavezom (košaricom) koju ste mu po propisima osigurali, a njihova težina se naplaćuje kao višak prtljage po važećoj tarifi. • Koje životinje se ne mogu unijeti u kabinu? Sve životinje koje su teže od 10 kilograma, koje nemaju kavez (košaricu), nisu prijavljene na carini i nemaju potrebne dokumente. Kućni ljubimci u avionu Većina avio kompanija dozvoljava prijevoz kućnih ljubimaca malih dimenzija i težine (psi,mačke,ptice) u putničkoj kabini, pod uvjetom da ukupna težina životinje i kaveza ne prelazi određenu težinu, kavez mora biti vodootporan i otporan na ugrize i ne smije prelaziti 115 cm u zbroju stranica kaveza, dok pojedine avio kompanije ne dozvoljavaju prijevoz životinja ni pod kojim uvjetima osim pasa vodiča. Cijena transporta ovisi o tome koja destinacija je u pitanju i koja kompanija je prevozitelj. Neke avio kompanije ovu uslugu naplaćuju po kilogramu životinje i ovisno o destinaciji, dok neke naplaćuju ovu uslugu po unaprijed utvrđenim tarifama. Životinje koje se ne mogu prevoziti u kabini će biti transportirane u odgovarajućim dijelovima tovarnog prostora, koji ima reguliranu temperaturu i pritisak. Životinja u kavezu mora imati dovoljno prostora da ustane, da se kreće. Kavez mora biti opremljen posudama za vodu i hranu. Pas vodič za slijepe i gluhe, obično se prevozi besplatno i može putovati u kabini, bez obzira na veličinu. Ova usluga se mora unaprijed najaviti kroz rezervaciju. Posebna prtljaga U specijalnu prtljagu spada prtljaga koji značajno odstupa od standardnih kofera prema svojim oblicima i dimenzijama. Sva sportska oprema se mjeri i razvrstava u tri kategorije: mala, srednja i velika. Bicikl Prijevoz bicikla se obično vrši prema tarifama koje ovise o aviokompaniji i destinaciji. Moraju biti spakirani na propisan način u specijalne boksove za bicikl ili kao registrirana prtljaga, dok pojedine kompanije ne postavljaju nikave uvjete. Prije leta se zato treba temeljno raspitati o svemu, ne samo kod aviokompanije nego ako je moguće i na aerodromu sa kojeg ćemo poletjeti. Ski, snowboard i oprema za golf Može se jednostavno transportirati kao predana prtljaga koju se računa kao jedan komad prtljage ako je pakirana zajedno i ona se računa u ukupnu prtljagu poštujući težinski koncept. Postoji i opcija doplate ukoliko se oprema transportira kao dodatna prtljaga prema unaprijed određenim tarifama koje ovise o prijevozniku. Za ovu opremu je potrebna rezervacija i potvrda 48 sati prije poletanja. Kajak, kanu i oprema za surfovanje Pojedine aviokompanije zbog tipova aviona nemaju mogućnost prijevoza ovakve opreme. Većinom se moraju predati kao roba i u tom slučaju se transportiraju po pravilima kargo prometa. Svaka aviokompanija propisuje vlastita pravila za prijevoz specijalne prtljage ovisno o vlastitom tarifnom sustavu i konceptu određivanja cijena kao i o tipu aviona kojim se vrši prijevoz. Ronilačka oprema Ronilačka oprema se može sastojati od odjela, prsluka, čarapa, maske, cipela, peraja, noža i regulatora. Ronilačke lampe moraju biti transportirane kao ručna prtljaga i žarulja i baterija iz njih moraju biti izvađene. Boca za kisik mora biti prazna a ventil na njoj mora biti otvoren i skinut. Ronilačka oprema može biti zapakirana zajedno i predana kao jedan komad prtljage (komadni koncept), u slučaju da prelazi propisanu težinu naplaćuje posebna tarifa. Muzički instrument Muzički instrumenti se mogu prevoziti na više načina. Instrument se može prenositi kao registrirani ako je zapakiran u tvrdu kutiju. Aviokompanije ne odgovaraju za oštećenje ukoliko su instrumenti loše zapakirani. Instrumenti čija dužina premašuje 100 cm mogu se transportirati isključivo kao jedan komad prtljage (ne mogu biti pakirani zajedno sa nekim drugim stvarima). Za instrumente čija je dužina preko 203 cm ili su teži od 32 kg mora se tražiti suglasnost aviokompanije. U ručnoj prtljazi se mogu prenositi manji muzički instrumenti ukoliko se mogu unijeti u pretinac za ručnu prtljagu iznad sjedala. Za veće instrumente koji se prenose u putničkoj kabini potrebno je rezervirati dodatno sjedalo. Dodatno sjedalo se plaća po cijeni karte za odraslu osobu. Elektronske karte Nekada su avionske karte bile ukoričene a na naslovnoj korici nalazio se natpis i logotip aviokompanije. Svaka avionska karta predstavljala je identitet aviokompanije i svaka od njih imala je svoje vlastite karte. Tu su se nalazila i uputstva za putnike, skice prtljaga sa propisanim dimenzijama i razna druga obavijesti. Prema odluci Međunarodnog udruženja avioprijevoznika koje okuplja 240 aviokompanija od 2007. i ove karte su se prestale koristiti i uvedene su elektronske aviokarte. Eliminiranje papirnih karata donijelo je značajno smanjenje troškova avio kompanijama, samim tim i smanjenje cijena u avio prometu posljednjih godina. Međunarodna asocijacija za zračni promet (IATA) je procijenila da će putnicima na taj način olakšati i ubrzati čekiranje ili omogućit će im da se sami čekiraju, olakšati promjenu datuma, putnici se mogu sami informirati putem tražilice o određenim letovima i aviokompanijama, a sa druge strane omogućuje aviokompanijama ogromne uštede na godišnjem nivou. Za turističke agencije „e-ticketing” pruža veće mogućnosti upravljanja poslovanjem jer su u mogućnosti izvršiti izmjene na rezervacijama dok su na telefonskoj vezi sa putnikom. Prema procjenama IATA koju čini oko 94 od sto svjetskog avio prijevoza bi na godišnjem nivou zaradila oko 3 milijarde američkih dolara ili u prosjeku oko 9 dolara po karti prilikom izdavanja elektronske karte u odnosu na tiskanje papirnih karata. Kada se izda elektoronska karta za zadano putovanje, formira se elektronski zapis u sustavu kompanije koja sadrži podatke o broju rezervacije i broju same elektronske karte i to predstavlja potvrdu kupovine mjesta u avionu. Vama za putovanje nije potrebna čak ni tiskana avio karta, dovoljno je samo otići sa putovnicom na šalter za čekiranje gdje će vas osoblje naći u sustavu i dati vam boarding pass. Za svoju osobnu sigurnost vi je možete isprintati. Danas u svijetu su skoro sve prodavane avio karte u elektronskom formatu, a mnoge kompanije izdavanje papirnih karata čak i dodatno naplaćuju. Savjeti stjuardese Preporuke stjuardese za putovanje avionom sa decom Avion se odvojio od gejta i osjetili ste pravo olakšanje. Nekako ste uspjeli zabaviti trogodišnjaka i bebu staru šest mjeseci, mada i to nije bilo lako. Svi ste se smjestili na sjedala, zavezali pojaseve. Oboje djeluju pospano, kada iznenada preko razglasa čujete: „Govori vaš kapetan. Žao mi je što vas moram obavijestiti, ali kontrola letenja je upravo ponovo odložila naš let. Idemo se parkirati. Za sat vremena bit ćemo u zraku.“ Upravo tada beba počinje vrištati i budi drugo dijete, kojem je baš sad previše hladno. Nemate dekicu, stjuardese nemaju dekicu, upotrijebili ste posljednju pelenu i nemata ništa čime biste zabavili djecu dok čekate let. Počinjete se brinuti da vas čeka pakleno putovanje. Iznenadili biste se koliko često, kao stjuardesa, vidim ovakav ili sličan scenarij. Prvi let avionom sa mojom kćerkom bio je kad je imala tri tjedna, a od tada je letjela skoro jednom mjesečno. Prije nego što sam ovo uradila, imala sam petnaestogodišnje iskustvo u promatranju obitelji na putovanju i ovdje sam da vam pomognem. Jedna od najvažnijih stvari, koje možete učiniti kada putujete sa djecom, je da dobro izaberete stvari koje ćete ponijeti. Slijedite ove savjete i vidjet ćete da ste spremni za sve što putovanje avionom može vam prirediti... Prvih pet osnovnih stvari za dijete/bebu Pelene i maramice − Moje pravilo je po jedna za svaki sat putovanja, plus pet u slučaju tehničkih i drugih kašnjenja. Adekvatne zalihe hrane − Ako dojite onda nema problema. Ako ne, ponesite dodatnu hranu za slučaj da let kasni. Kada putujete sa bebom, niste ograničeni pravilom „100 ml“. Ekstra odjeća − Ne samo za bebu! Preporučuje se košulja za mamu ili tatu u slučaju pljuckanja. Također, mala dekica. Vrećice sa zip zatvaranjem − Odlično će poslužiti za prljavu odjeću, prljave pelene i ostatak užine. Čepići za uši − Ponesite dovoljno da ih imate i za ljude oko vas, pošto situacije u kojima dijete plače, mogu biti stresne i za njih. Pet osnovnih stvari za predškolsko dijete Grickalice i užina − Sačuvajte ih za putovanje jer su vašoj djeci potrebni da bi održali stabilnu razinu šećera u krvi. Ponesite one stvari u kojima uživaju kod kuće kao što je npr. žitna pločica. Maramice i podmetači − Možete ih kupiti u svakom dućanu i upotrijebiti kao podlogu sa koje vaše dijete može jesti i sa kojom može se igrati, a da ne morate se brinuti o bakterijama. Prazna boca za vodu koju možete napuniti na slavini. Aktivnosti − Razmislite čime se vaša djeca zabavljaju kod kuće, a da se to može raditi u avionu u tišini. DVD player, lutke, knjige, papir i bojice… su neke od ideja. Ponesite puno različitih stvari da im zaokupite pažnju! CARES pojas − To je akronim za izraz „Child Aviation Restraint System“. On se odnosi na pojas kojim se dijete u avionu, zbog svoje sigurnosti, veže. Namijenjen je djeci teškoj između 10 i 20 kilograma. Pojas lako možete omotati oko avionskog sjedala i spakirati u vašu ručnu prtljagu. (O autoru: Sara Keagle je stjuardesa velike američke avio-kompanije sa preko dvadeset godina iskustva. Na svom blogu TheFlyingPinto.com dijeli savjete kako bi putovanje avionom bilo što ugodnije.) Korisni savjeti Na putovanje možete ponijeti dosta više stvari nego što je to službeno dozvoljeno. Da biste u tome uspjeli, morate voditi računa na koji se način pakirate , kao i na raspored stvari… Naime ukoliko imate potrebu za viškom prtljaga, izbjegnite dodatne troškove, tako što ćete teže stvari prebaciti u ručnu prtljagu, a kabastije i lakše ostaviti za kofer koji se predaje na čekiranju. Kada je ručna prtljaga u pitanju, službeno je dozvoljena težina od 10 do 15 kg, ovisno o kompaniji, ali u 99% slučajeva nitko vam nikada to neće mjeriti. S obzirom da imate pravo samo na jednu ručnu prtljagu, višak vaših stvari možete spakirati u neke veće i čvršće vreće, koje se ne računaju kao posebna prtljaga i mogu se dodatno ponijeti sa sobom u avion. Također kao ručna prtljaga se ne računa ni mala (ženska) torbica. Često u situacijama kada se do krajnje destinacije mijenjaju dva ili više aviona, može se dogoditi da dođe do privremenog gubljenja kofera. Što to znači? Zbog kratkih konekcija ili grešaka na tranzitnim aerodromima, dolazi do toga da se prtljaga zagubi, tj. ne ubaci na vaš let. Ukoliko do toga dođe na aerodromu vaše krajnje destinacije, morate prijaviti nestanak prtljage. Prilikom prijave, važno je ostaviti TOČNE podatke, brojeve telefona, po mogućnosti i neki lokalni broj, adresu gdje odsjedate, opis kofera i što detaljniji opis sadržaja. Ovisno o kompaniji, putnik u ovakvim situacijama ima pravo na različite nadoknade, od predmeta za osnovnu higijenu do novčanog iznosa za svaki dan kašnjenja prtljage. Ukoliko se u određenom roku prtljaga ne pronađe, putnik ima pravo na totalnu nadoknadu štete, koja se također razlikuje ovisno o avio kompaniji. Prilikom kupovine avio karte morate dobro obratiti pažnju na točnost podataka, vrijeme, datum i mjesto polaska, tranzita i povratka. Posebno na što se mora obratiti pažnju je točno upisano ime i prezime. Ukoliko dođe do greške u imenu, čak i u jednom slovu, male su šanse da se to može ispraviti, što praktično označava nove troškove za poništavanje i izdavanje druge karte sa točnim podacima. Nikada ne pakirajte važne ili vrijedne stvari u registriranu prtljagu (npr. lijekove, važne dokumente, kreditne kartice, vrijednosne papire, novac, nakit, ključeve, kamere, telefone i slične elektronske uređaje), zaključajte prtljagu i pričvrstite naljepnicu sa imenom i prezimenom i adresom na unutrašnju i vanjsku stranu prtljage. Izbor sjedišta u aviona Kada birate sjedala u avionu, od velikog značaja je informacija o tipu aviona kojim ćete letjeti, kao i koju putničku klasu želite. Da bi putnik napravio dobar izbor, potrebno je prije rezervacije sjedala upoznati konfiguraciju putničke kabine. Manji avioni kao što je ATR, FOKER, najčešće imaju konfiguraciju sjedala 1+2 ili 2+2; BOINGOVI avioni imaju najčešće 3+3, dok letjelice AIRBUS 380 SUPERDŽAMBA imaju 3+4+3 i kapacitet od 525 do 853 sjedala Sjedala se označavaju brojevima i slovima. Prvo se ispisuje broj koji označava red, a zatim mu se dodaje slovo koje predstavlja oznaku kolone. Rezervaciju sjedala možete izvršiti na više načina: uz rezervaciju avio karte preko raznih online tražilica ili prilikom kupovine avio karte u turističkim agencijama ili aviokompanijama. Prilikom čekiranja, također, možete zamoliti zaposlenika avio kompanije da Vam rezervira određeno mjesto, ukoliko to mjesto nije ranije rezervirao neki drugi putnik. Ako ne izaberete ni jednu od ovih opcija, sjedalo će vam biti automatski dodijeljeno prilikom online registracije, ili će vam službenik dodijeliti prvo slobodno sjedalo kada se registrirate na šalteru. Putnici ekonomske klase najčešće biraju sjedalo pored prozora ili pored prolaza, u skladu sa svojim afinitetima. Sjedalo pored prozora pruža lijep pogled, ali je manje udobno i zahtjeva pomicanje suputnika, na primjer, kada želite otići u zahod. Dodatni prostor za noge, ili LEGROOM EXTRA SPACE, je također jedna od stavki koja je putnicima jako bitna. Obično je ona bitnija krupnijim ili visokim putnicima, kao i onima čije je putovanje duže. Low-cost kompanije najčešće dodatno naplaćujuju ova sjedala, kao i samu rezervaciju sjedala. Pored sjedala sa dodatnim prostorom za noge postoje i sjedala pored EXIT-a (emergency seats), koja pružaju dodatni komfor. Međutim, ova sjedala imaju ograničenje u pogledu toga koji putnici mogu ih rezervirati. To su najčešće osobe koje su po procjenama kabinskog osoblja sposobne odreagirati u izvanrednim situacijama. Ukoliko kabinsko osoblje procjeni da osoba koja se tu nalazi nije spremna ili sposobna na suradnju, može je premjestiti na neko drugo mjesto. Sjedalo pored prolaza (Aisle Seat): Ova sjedala najčešće rezerviraju osobe sa posebnim potrebama ili osobe kojima je dodijeljena pratnja, da bi se nad njima imao lakši nadzor. Sjedalo ispred / iza pregrade (Bulkhead Seat): Obično su to prva sjedala ekonomske klase, popularna kod putnika, nalaze se iza kabine i pružaju veći prostor za noge. Bulkhead seat mogu se nalaziti i ispred kabine. U tom slučaju, pregrada koja najčešće odvaja putničku kabinu i dio u kojem se nalaze zahod, bife i ostave za posadu, onemogućuje naginjanje sjedala. Sjedala sa običnim naslonom (Recliner Seat): Kod ovih sjedala se naslon može neznatno spustiti unazad, kako bi se putnici mogli lakše opustiti i odspavati. Ovo su standardna sjedala u svim avionima i kod svih aviokompanija. Njihova veličina, udobnost i materijali od kojih su napravljena ovise o aviokompaniji. Ovakva sjedala sa poboljšanim karakteristikama, kao što su bolji materijali, veći komfor i prostor za putnike, nalaze se u biznis klasi kod aviona za kraći i srednjelinijski promet. Sjedala sa oborivim naslonom (Lie-flat seat): Ova vrsta sjedala se obično nalazi u biznis klasi i pruža mogućnost obaranja sjedala gotovo do kuta od 180 stupnjeva. Ovakav vid komfora posebno je značajan za interkontinentalne letove. Kombinirana sjedala (Suit Seat): Riječ je o najmodernijoj vrsti sjedala, koja imaju najveći avioni današnjice. Predstavjaju zapravo male kabine, koje mogu pružiti maksimalnu udobnost i komfor. Sjedala se mogu okretati na razne strane i potpuno obarati o 180 stupnjeva. Pored toga, opremljena su TV ekranima i raznim drugim elektronskim uređajima. Biznis klasa Sigurno nema putnika koji je putovao samo ekonomskom klasom da se nije zapitao kako je putovati najskupljom klasom u avio prometu. Koje su pogodnosti koje ona pruža? Za početak Vas želimo upoznati sa tim da postoje Prva klasa, Biznis klasa i Ekonomska klasa. Prva klasa je po pravilu najluksuznija klasa na redovnim linijama i imaju je samo one najveće i najbogatije avio kompanije. Biznis klasa predstavlja zapravo srednju klasu kod kompanija koje imaju Prvu klasu, odnosno najluksuzniju klasu kod većine kompanija. U tekstu koji slijedi mi ćemo govoriti o Biznis klasi kao najboljoj klasi u avio prometu, budući da Prvu klasu imaju samo pojedine avio kompanije. Na dužim letovima u potpunosti se mogu osjetiti prednosti Biznis klase u pogledu udobnosti. Sjedišta su pogodnije konfiguracije, veća su, šira i udobnija. Razmak između susjednih sjedišta je veći kao i razmak između redova što povećava prostor za noge. Kod većih avio kompanija i u većim avionima sjedišta mogu se oboriti i do 180 stupnjeva. ATR avioni imaju Biznis klase u zadnjem dijelu aviona, dok se u većim avionima nalazi u prednjem dijelu i obično su odvojene pregradom ili zavjesom. Na daljim destinacijama, putnici mogu si priuštiti odmor u jacuzziju, tuširanje, presvlačenje. Mogu dobiti i razne druge sitnice koje im mogu biti od pomoći tijekom leta (maska za spavanje, čarape umjesto papuča kako bi putnik odmorio svoja stopala, majice za presvlačenje, dodatne slušalice, mini pasta za zube i četkica, vlažne maramice). Putnici imaju kvalitetniji servis za vrijeme leta po pitanju obroka, besplatna alkoholna pića, posebnu audio-video opremu u sjedištima i niz drugih pogodnosti koje su uglavnom različite za svaku kompaniju. Pogodnosti ove klase mogu se osjetiti i tijekom boravka na aerodromima i obavljanja neophodnih procedura. Za njih postoje specijalne luksuzne čekaonice (saloni) sa sadržajima kako za odmor i relaksaciju tako i za rad. Omogućeni su im i posebni šalteri za čekiranje. Biznis klase omogućavaju povoljnija pravila za prijevoz prtljage i putnici imaju pravo na više besplatne prtljage po težinskom konceptu. Tarife koju podrazumijeva Biznis klasa omogućuju sve vrste promjena, bez ikakve nadoknade, čak i otkazivanje karte sa potpunom refundacijom. Low cost kompanije u cilju smanjenja troškova lišene su ovih luksuza i nemaju Biznis klasu. Prava i obaveze putnika Avio karta vrijedi godinu dana od dana izdavanja ili od početka putovanja osim ukoliko to nije drugačije predviđeno u karti, tarifama prijevoznika, uvjetima prijevoza ili odgovarajućim propisima. Ukoliko je predviđeno po tarifi karte, putnik ima pravo na besplatnu prtljagu. Dijete do 2 godine, nema pravo na sjedalo niti na besplatnu prtljagu. Višak prtljage se posebno naplaćuje i u tu svrhu se izdaje posebna karta. U predanoj prtljazi se ne mogu prevoziti lomljivi predmeti, lako kvarljivi i zapaljivi materijali, novac, nakit, predmeti od plemenitog metala, vrijednosni papiri, obveznice i druge dragocjenosti, poslovni papiri i osobni dokumenti. Vatreno oružje, eksploziv, municija, stalni magnet, radioaktivni, nagrizajući, lako zapaljivi materijali ili materijali nepodnošljivog mirisa mogu se prevoziti uz predhodni dogovor i odobrenje prijevoznika. Prijevoznik ne garantira vremena naznačena u redu letenja, kao i u izdanoj karti. Letovi ne mogu kasniti zbog putnika koji stignu kasnije, te prijevoznik ne preuzima nikakvu odgovornost u takvim slučajevima. Putnik je dužan prijaviti se otpremnoj službi na aerodromu polaska 2 sata, a NAJKASNIJE 30 minuta prije polaska aviona. Vrijeme naznačeno na karti je vrijeme polaska aviona. Obaveza putnika je provjeriti rezervaciju i vrijeme leta za nastavak ili povratno putovanje najmanje 24 sata prije putovanja. Karta se može mijenjati i refundirati samo prema uvjetima tarife koja vrijedi za istu. Prijevoz elektronske opreme je dozvoljen u kabini, ali te aparate ne možete koristiti u kabini tijekom poletanja i sletanja, radi Vaše sigurnosti i sigurnosti drugih putnika, jer ometaju elektronsko navođenje aviona. Na domaćim i međunarodnim linijama svih avio kompanija pušenje nije dozvoljeno cijelo vrijeme trajanja leta. Kako do jeftine avionske karte Nikada ne tražite avio-karte direktno u kompanijama jer će vam one dati isključivo vlastitu ponudu, za razliku od agencija koje uvijek raspolažu informacijama svih mogućih avio-kompanija. Nikada nemojte rezervirati kartu na dva ili više mjesta! Mnogi putnici su u zabludi da će biti sigurniji ako rezerviraju karte na više mjesta, ali u tom slučaju lako se može dogoditi da sustav automatski poništi sve rezervacije. Ukolio bi do toga došlo, male su šanse da biste ponovo “uhvatili” karte po istim cijenama…već vjerojatno skuplje! Kupujte karte na vrijeme! Što znači na vrijeme? Ovo je pitanje na koje je teško dati pravi odgovor. Na svakom letu postoji veliki broj različitih klasa, a svaka od njih ima drugačiju cijenu. Ako se uzme u obzir da se uglavnom prodaju prvo jeftinije klase, logično je da će karta biti sve skuplja kako se približavate datumu putovanja. Kada naručujete avio karte, pokušajte osigurati što fleksibilnije termine i destinacije! U nekim situacijama cijena karte se može čak mnogostruko razlikovati iako je samo jedan dan razlike u datumu letenja. Ako poslije pravljenja rezervacije, a prije kupovine karte dođe do promjene cijena, što je diskrecijsko pravo svake avio kompanije, dužni ste platiti kartu po novim cijenama. Tek kada kupite kartu zaštićeni ste od bilo kakve naknadne promjene u cijeni ili uvjetima putovanja. Na osnovi toga naša iskrena preporuka je da kartu platite čim prije, kako biste imali sigurnu cijenu!!! Ostani u kontaktu! Ponekad avionska kompanija objavi posebne akcijske cijene i s tim letovima možete doći do jeftine avio karte. Zato se mi iz Fly Fly Travel trudimo da Vas na što više načina pokušamo obavijestiti o različitim akcijama i posebnim ponudama. Ako nas redovno pratite, povoljna karta Vam neće “pobjeći”. Još nekoliko stvari koje će vam pojasniti put do jeftinijih avio karata: KOLIKO KOŠTA KARTA DO… Najčešće pitanje putnika na call centru agencije je –„Koliko košta karta do...Rima, Pariza, Toronta ili nekog njima željenog grada?“.Tada ja kao agent pitam putnika –„Kada želite da putujete?“.Kada mi putnik kaže-„A što to vas uopšte zanima?“, tad znam da će pod a) Putnik završiti razgovor psujući- „I vi mi se reklamirate kao jeftine karte..“, ili pod b) sledi polusatna škola i obuka putnika o tome šta je to zapravo avio karta, šta je tarifa, i zašto na to njegovo najjednostavnije pitanje „Koliko košta avio karta do...?“ ima veoma komplikovan odgovor. Pokušaću Vam to, dragi čitaoci objasniti na nekom konkretnom primeru. Avio kompanija svoja sedišta u avionu deli na tri klase: prvu, biznis i ekonomsku. Pošto ni jedan avion sa poletanjem iz Beograda nema prvu klasu, a biznis klasi mislim da nije mesto u ovom tekstu, mi ćemo pričati o onome što interesuje 99.9% putnika, a to je ekonomska klasa. Sama ekonomska klasa se deli na par, pa čak i do 30-ak vrsta ekonomskih klasa. Pod vrstom naravno mislim na cenu.Tako recimo trenutna najjeftinija JAT-ova cena povratne karte za Frankfurt iznosi 49 evrića plus sve ostale pripadajuće takse.Na današnji dan te takse su oko 10500 RSD, tako da bi DANAS ta karta iznosila oko 15.700 RSD. Sledeća karta je 99 evrića plus takse pa na kraju iznosi oko 25.600 RSD, pa 140,180,220 evra plus takse itd. E sad, Jat određuje koliko će mesta od mogućih 126 staviti u prodaju po ceni od 15.700, koliko od 25.600…Naravno da bi svaki putnik hteo da kupi upravo tu najjeftiniju, ali cenu karte ne određuje ni sam putnik, ni agent ni sama avio kompanija u datom trenutku već tržište, tj. ako je Jat u prodaju pustio 10 mesta po 15.700 RSD i sva su već prodata, to znači da možete da dubite na glavi, ali za te datume sada najjeftinija karta iznosi 25.600 RSD , pa ako Vam je to skupo, promenite datum putovanja. To je razlog zašto se putnicima preporučuje da avio karte kupuju na vreme. Sama logika kaže da su veće šanse da recimo, od tih 10 najjeftinijih mesta baš ja “zgrabim” jedno, veća 1. maja nego 1. juna, jer sam u tih mesec dana dao šansu Peri, Miki, Žiki, a bogami i Dušanki da mi to jeftinije mesto ”maznu”. Napominjem da je tih 10 mesta primer, avio kompanija može da stavi i više i manje tih tzv. “promotivnih” karti po avionu. Također napominjem da se više ne ljutite na svog avio agenta što Vam je karta skupa,jer VI, PUTNICI ,jedni drugima povećavate cenu kupovinom karte,tako što se avion sve više i više popunjava.Samim tim odlaze najjeftinije, jeftine, povoljne, skupe pa na red dolaze veoma skupe, bezobrazno skupe i na kraju biznis klasa :). Šalu na stranu, ali zapamtite dragi moji osvajači neba, da nije najjeftinije uvek i najbolje, jer većina promo karti nije podložno promeni, čak ni uz doplatu, ili refundaciji u slučaju otkazivanja leta, tako da je neredak slučaj da ko ne plati na Drini plati na ćupriji. Za sve dodatne informacije možete nas kontaktirati preko stranice za kontakt, ili putem telefona 011 218 56 16 Nedobrovoljno rerutiranje - Preusmjeravanje Kašnjenje leta može dovesti putnika u situaciju da nema dovoljno vremena da stigne na sljedeći let, da bude odbijen za ukrcavanje tj. da izgubi konekciju. Otkazivanje leta od strane avio kompanije također može zadesiti putnika. Nedobrovoljno rerutiranje je procedura koju avio kompanije predviđaju u takvim situacijama i podrazumijeva promjenu leta na bilo kojoj osnovi ( promjenu prijevoznika, promjenu vremena leta, promjenu destinacije, promjenu putničke klase ). Rerutiranje, odnosno preusmjeravanje na alternativni let bi trebalo biti slično prvobitno planiranom letu. Ako putnik ima direktan let, avio kompanija može ponuditi let sa presjedanjem na nekom od aerodroma u blizini i u tom slučaju avio kompanija snosi sve dodatne troškove. Ukoliko je čekanje na preusmjereni let duže, putnik ima pravo na obrok, osvježavajuće piće, telefon, smještaj itd, naravno sve u skladu sa dužinom čekanja. Putnik može biti preusmjeren na drugi let i skuplju klasu, ako je klasa po kojoj je putnik kupio kartu već zatvorena. U tom slučaju putnik dobiva punu uslugu skuplje klase i nema obavezu plaćanja razlike u cijeni klase. Preusmerenje na nižu klasu obavezuje avio kompaniju da nadoknadi troškove. Nedobrovoljno rerutiranje je alternativa koju nude kompanije kada dođe do kašnjenje ili otkazivanje leta, ali se putnik uvijek može opredijeliti i za potpuni povratak kompletnih troškova. Kašnjenje leta Svako odgađanje poletanja ili sletanja najčešće je uvjetovano meteorološkim razlozima, tehničkim problemima ili gužvom na poletno - sletnoj stazi. Avio kompanija ima obavezu obavijestiti putnika o kašnjenju leta, a zaposlenik avio kompanije mora obavijestiti putnika o svim njegovim pravima u konkretnom slučaju. Svako kašnjenje koje je manje od dva sata smatra se normalnim, pravno prihvatljivim i u tom slučaju avio kompanije nemaju nikave obaveze prema putnicima, osim da ih o promjeni vremena obavijeste. Kod dužih čekanja, avio kompanije imaju obavezu zbrinjavanja putnika. Stupanj zbrinjavanja najčešće ovisi o dužini kašnjenja. Za kraća čekanja putnici mogu imati pravo na besplatan obrok, osvježenje, telefonski poziv. Duža čekanja mogu podrazumijevati hotelski smještaj, transfer od aerodroma i nazad, nadoknadu troškova ili preusmjeravanje puta. Otkazivanje leta Avio kompanije mogu otkazati svoje letove zbog više razloga. Najčešci razlog je mali broj putnika na konkretnom letu, ali takvu službenu informaciju nikada nećete čuti, jer to sigurno nije u interesu avio kompanije. Pored toga, razlozi mogu biti tehničke prirode, zbog najavljenih vremenskih neprilika, štrajkova itd. Prava putnika u ovakvim situacijama su jasno definirana: potpuni povratak novca ili preusmjerenje na drugi let. Najčešće promjene leta su već za sljedeći dan, ali se može dogoditi da naredni let bude nekog kasnijeg datuma. Kada je očekivano vrijeme polaska drugog leta najmanje dan nakon polaska koje je bilo planirano za otkazan let, putniku se može ponuditi hotelski smještaj, prijevoz od aerodroma do hotela, besplatni obroci i osvježavajuća pića, nekoliko telefonskih poziva, slanje faksa ili mejlova. Putnici nemaju pravo na nadoknadu troškova, u slučaju kada su obavješteni o otkazu leta minimum dva tjedna prije planiranog polaska, i kada ponuđeno vrijeme polaska i dolaska na planiranu destinaciju značajno ne odstupa od prvobitnog. Također, avio kompanije nemaju obavezu nadoknaditi štetu putnicima u slučaju neplaniranih okolnosti, kao što su vremenske neprilike, vulkanske erupcije, poplave, zemljotresi, avionske nesreće, terorističke prijetnje i slično. U tom slučaju putnici imaju pravo samo na nadoknadu troškova ili preusmjeravanje puta. Izgubljena ili oštećena prtljaga Izgubljenom prtljagom smatra se ona prtljaga koja sa polaznog aerodroma nije stigla na krajnju destinaciju. Prilikom čekiranja i predavanja prtljage, zaposlenik avio kompanije stavlja naljepnicu za njegovu registraciju. Naljepnice se mogu oštetiti ili mogu pasti tijekom sortiranja prtljaga. Prtljaga može biti uslijed vremenskih neprilika ili ljudskom greškom poslana na pogrešnu stranu. To su najčešći razlozi odlaska prtljaga na neželjenu destinaciju. U tom slučaju, uz priloženu avionsku kartu, putnik prijavljuje nestalu prtljagu na posebnim šalterima ( LOST LUGGAGE , LOST BAGGAGE, LOST AND FOUND ). Nakon prijave, aerodromske službe na osnovi elektronskog zapisa naljepnice, veličine, oblika i sadržaja prtljage, itinerara, lociraju zagubljenu prtljagu. Prtljaga se najčešće pronalazi u roku od 24h i prvim letom šalje do krajnjeg odredišta. Zatim, podliježe strogoj carinskoj kontroli, kojoj ponekad mora prisustvovati i putnik, nakon čega se šalje na kućnu adresu, hotel ili mjesto boravka putnika. U slučaju oštećenja ili gubitka prtljage, putnik ima pravo na odštetu koju mu isplaćuje avio kompanija. Maksimalna visina odštete je unaprijed utvrđena. Također, avio kompanije prihvaćaju refundiranje neplaniranih troškova kupovine neophodne garderobe, u slučaju da se putnik nađe na destinaciji koja nije njegovo mjesto prebivališta.