Before flight
GENERAL QUESTIONS
·
Where
does JAT fly and what are the prices?
You may find all information on
timetable, actual departure
and arrival times, promotional
offers and other interesting facts concerning our Company
on our website.
·
Does
JAT have a Frequent Flyer Program?
Yes. JAT has a program for its loyal
passengers, called One
Flight More. More information on our program, as
well as how you may become a member, is available on our website.
·
Do
I need a visa?
It depends on the nationality stated
in your passport and on the category of passport you hold. You can get more
information on the counties that require visas on our site in the section
dealing with visa matters. Just to be on the safe side, it is recommended that
you refer to the local embassy of the country you intend to travel to.
·
The
validity of my passport is about to extend soon. Can I still travel?
It is preferable that you secure the
validity of your passport prior to your trip (some destinations require that
your passport be valid for a definite period of time). Contact the nearest
local embassy of the country you intend to travel to.
·
If
I am in transit in Belgrade, may I leave the airport?
It depends on the nationality stated
in your passport and on the category of passport you hold. If you wish to leave
the airport while in transit, you can find the required information on our site
under Visa Info.
·
What
is the difference between various classes?
The difference between various
classes is in the level of service extended. For instance, Business Class
passengers may enjoy a richer variety of meals, they may take more luggage on
board, have a more comfortable seat, enjoy better in-flight entertainment, have
advantages when checking-in and relax in separate waiting lounges at some
airports.
·
I
want to travel with my baby. Are there any facilities for passengers who travel
with babies?
A child up to the age of two is
regarded as an infant. Children will be minded by the constant attention of our
personnel. You may take a folding baby carriage into the cabin and, when
booking your tickets, you should state that you would like a special meal for
children, which is free of charge. The infant is entitled to 10 kilos of
luggage, free of charge.
·
May
I travel if I am pregnant?
Yes, you may travel when pregnant but
only to the 28th week of your pregnancy (7 months) and our personnel
will devote all their attention and care to you throughout the flight. After
that time, it is necessary that when booking your flight, you inform our
personnel on your condition for the benefit of your full safety, so that a JAT
physician may approve your travelling by air.
·
May
my child travel on JAT services alone?
If your child is between 5 and 11
years of age, he/she may travel unaccompanied only on European domestic and
international flights (and between 7 and 11 years of age, on services to USA
and Canada and Australia), unaccompanied. If your child is between 5 and 7
years old, and travels long-haul services, the adult fare must be paid, as this
age group requires continuous care during the flight. The youngest age
permitted for unaccompanied air travel is a 1-month-old infant. After 12 years
of age, the child is regarded as an ordinary passenger and cannot travel as an
unaccompanied child. If you require more information, please refer to our
website or contact the nearest JAT
Representative Office.
·
In
what cases is an escort required during the journey?
An escort during flight is necessary
for children under five (7 on long-haul flights). JAT provides an escort (a stewardess),
whose only task during the flight is to care for the child, and, therefore,
parents need to pay for the escort a one-way ticket for adults. Additionally, a
JAT physician is required to determine whether an escort is necessary for a
disabled person.
·
Do
you require medical records of passengers with health problems who require
special treatment?
In most cases not. Such passengers
will have all the attention of our personnel during flight but it is necessary
for these passengers when booking their flight to draw attention to the nature
of their illness. Medical records are necessary only in cases when there is an
assumption that flying may aggravate the passenger's state of health, and in
especially complex situations JAT physician require additional information on
the health status of the passenger.
·
I
have mobility problems. What facilities are available at the airport and in the
aircraft?
It is necessary that, in the first
place, you inform us about your condition during reservation process. Assistance
is determined depending on the level of your ability to move. In milder cases,
a wheelchair will wait for you at the check-in desk and you will be taken to
the gate. You will enter the plane by yourself. In more serious cases, if it is
a problem for you to get onto the plane, you will be taken on board plane by a
special wheelchair. In the gravest cases of total disability, you may travel
only upon the approval of a JAT physician who is to decide whether an escort is
needed.
·
What
facilities are available for passengers who cannot easily manage by themselves?
Our personnel will meet passengers
over 80 years of age or those who cannot speak the language of the country at
the airport of transit and assist them to transfer to another flight. It is
only necessary that you inform us when booking your flight.
·
May
a guard dog (seeing-eye dog) escort the passenger into the cabin?
It may, regardless of its size, if
the dog which is guiding the passenger who is blind, has a short leash and a
muzzle. No other animal is admitted into the aircraft cabin.
·
I
have extra questions. Where can I get the additional information?
For further information, please
contact us directly.
BOOKING TICKETS
·
May
I consult your timetable and current prices without making a reservation?
You may review our timetable and
fares with no obligation, which will help you become acquainted with our offer.
You will enter our reservation system only when you decide to make a
reservation.
·
How
long in advance may I book my flight?
You may book your flight about 300
days in advance.
·
Is
it necessary to confirm and check my reservation a few days before my flight?
It is necessary that you reconfirm
and check your reservation 24 hour prior to your flight, to be completely sure,
since changes may have occurred due to different reasons, especially if a
longer period of time has elapsed from the time of reservation.
·
What
is the charge for cancelling a reservation?
It is advisable that, when making a
reservation and buying the ticket, you be informed on the conditions of
carriage which also contain conditions for cancelling the reservation on the
bought ticket. Cancelling your reservation without buying the ticket is not
subject to any penalties. We reserve the right to cancel your reservation if
you cannot buy the ticket in a designated period in order to offer it to
someone else who is waiting for it.
·
May
I ask for a specific seat after I have made the reservation?
You may request a specific seat, but
not when you book your ticket, rather, when you check-in to the flight.
·
If
my flight was cancelled, what is the procedure I should follow to get a refund?
First, you should contact the JAT
Reservation Service or local JAT Representative Office where you bought the
ticket and then you will get your money back according to a defined procedure.
·
May
I require a specific kind of meal on my flight or any other service?
When making your reservation you may
ask for the kind of meal you want in accordance with the offer presented to
you. We can arrange that any of your jubilees (birthdays, anniversaries, etc.)
be marked with a special cake for which you should also give notice when
booking your tickets. There is no extra charge for this service.
·
Are
there any special in-flight meals for children and babies that can be ordered
in advance?
There are special meals for children.
As for the contents of the meals, you will be informed when booking your
flight.
BUYING TICKETS
·
What
are the modes of payment for the ticket?
You may pay for your ticket in cash,
by credit card and bank transfer (if you buy your ticket through your firm).
·
Are
airport taxes included in the price of my ticket?
Unfortunately, not always. At some
airports you will be asked to pay the tax on the spot. We suggest that you ask
for information about the payment of the airport tax at your airport of arrival
or destination (as to whether it is included in the price of the ticket or
not).
·
Are
elderly passengers entitled to a discount and how much is it?
Elderly passengers are given a
discount depending on their age, destination to which they travel, date of the
flight and type of fare they take. For more details you should contact the
nearest JAT Representative Office.
·
May
I get a refund for an unused ticket?
If you have booked
and bought your ticket with JAT, you should bring the ticket to the nearest
local JAT Representative Office and file a request for refund. The refund will
be made according to the tariff and other conditions under which the ticket was
bought.
During the flight
CHECKING
YOUR BAGGAGE FOR FLIGHT
·
How
much time before departure should I plan to arrive at the airport?
We advise you to
come to the airport on time, so that we can most efficiently take over your
baggage, run all the checks and arrange for boarding. You are required to be at
the airport 1.5 hours before departure on domestic flights, 2 hours before
departure on European international flights and 2.5 hours before for the
intercontinental flights.
·
When
is the latest I may hand in my baggage before departure?
The last moment you
may hand in your baggage for flight and go through the formalities before
boarding the plane is 30 minutes before departure time. After that time the
desk closes as well as your flight and it is no longer possible for you to
board the plane, for the plane to depart on time.
·
Can
I check my baggage to my final destination?
Yes, you can check
your baggage to your final destination, regardless of your changing aircraft
and carriers on the route, if it has been agreed between the carriers and if
you do not make a stopover longer than 24 hours.
·
What
are the restrictions on the checked baggage?
The weight of the
baggage to be checked and carried free of charge is as follows:
- 40 kg for
carriage in Business Class,
- 30 kg for carriage in Economy Class,
- 10 kg for children up to 2 years of age (infants).
What happens if my baggage exceeds the allowed
weight?
If your baggage
exceeds the allowed weight, each kilo above the permitted weight is regarded as
excess baggage for which you are required to pay at the check-in desk according
to a specific price list per kilo. You can get more details at the nearest
local JAT Representative Office.
HAND BAGGAGE
·
What
are the restrictions for the hand baggage to be taken into the cabin?
You may take one
bag per person weighing up to 8 kilos. Maximum size (length + width + height)
can be up to 115 centimetres.
·
May
I take musical instruments into the cabin?
You can take with
you into the cabin those musical instruments that you can hold on your lap with
no problem. You may even take larger musical instruments into the cabin (whose
size does not exceed the door frames), as well as extremely expensive smaller
musical instruments but they must be packed in boxes, their carriage should be
notified in advance, for which an approval must be obtained and a separate seat
booked. The instruments must not contain any dangerous materials or articles
that are not allowed on board the plane.
·
May
I bring my pet with me into the cabin?
You may. For the
sake of your own safety and the safety of other passengers, you are required to
notify and book its carriage (dog, cat, bird and other small pets) at the local
JAT Representative Office with the necessary documentation and health certificate
for your pet. Your pet should not weigh more than 8 kilos together with the
cage (basket) which you have provided according to the rules, and their weight
is charged as excess baggage according to the applicable fares.
·
Which
animals are not allowed on board?
All animals
weighing more than 8 kilos that do not have a cage (basket), that have not been
reported to customs and which do not have proper documents.
·
May
I use my CD player, mobile phone and Laptop in the cabin?
Carriage of
electronic equipment in the cabin is permitted, but you must not use these
devices in the cabin, for your security and the security of other passengers
because they can adversely affect the performance of the electronic system and
instruments of the aircraft.
·
Can
I use a baby pusher/stroller to the entry into the plane?
Passenger with
infant can use baby pusher/stroller to the entry into the plane. This service
is free of charge. At check-in desk your baby pusher/stroller will be marked
with yellow "Delivery at aircraft side" tag. You should delivered
your baby pusher/stroller to loading staff before entering the plane and
it will be returned to you after lending, during embarkation.
Note: This service cannot
be used on flights to/from London, Stockholm, Copenhagen and Dusseldorf.
·
Can
I use my folding wheelchair to seat on the plane?
You can use your
folding wheelchair in the departure gate where you will receive wheelchairs
that are adapted for use to your seat. Please let us know at check-in desk
about your request so that your wheelchair can be additionally marked with
yellow "Delivery at aircraft side" tag. After landing at the
destination airport your wheelchair will be available immediately after leaving
the plane.
Note: This service cannot
be used on flights to/from Stockholm, Copenhagen and Dusseldorf.
LIST OF
PROHIBITED ARTICLES IN HAND BAGGAGE
Passengers are not
permitted to carry the following articles on board an aircraft in their hand
baggage:
a.
guns, firearms and other devices that
discharge projectiles – devices capable, or appearing capable, of being used to
cause serious injury by discharging a projectile, including:
o
firearms of all types, such as
pistols, revolvers, rifles, shotguns
o
toy guns, replicas and imitation
firearms capable of being mistaken for real weapons
o
component parts of firearms,
excluding telescopic sights
o
compressed air and CO2 guns, such as
pistols, pellet guns, rifles and ball bearing guns
o
signal flare pistols and starter
pistols
o
bows, cross bows and arrows
o
harpoon guns and spear guns
o
slingshots and catapults
b.
stunning devices – devices designed
specifically to stun or immobilise, including:
o
devices for shocking, such as stun
guns, teasers and stun batons
o
animal stunners and animal killers
o
disabling and incapacitating
chemicals, gases and sprays, such as mace, pepper sprays, capsicum sprays, tear
gas, acid sprays and animal repellent sprays
c.
objects with a sharp point or sharp
edge – objects with a sharp point or sharp edge capable of being used to cause
serious injury, including:
o
items designed for chopping, such as
axes, hatchets and cleavers
o
ice axes and ice picks
o
razor blades
o
box cutters
o
knives with blades of more than 6 cm
o
scissors with blades of more than 6
cm as measured from the fulcrum
o
martial arts equipment with a sharp
point or sharp edge
o
swords and sabres
d.
workmen's tools – tools capable of
being used either to cause serious injury or to threaten the safety of
aircraft, including:
o
crowbars
o
drills and drill bits, including
cordless portable power drills
o
tools with a blade or a shaft of more
than 6 cm capable of use as a weapon, such as screwdrivers and chisels
o
saws, including cordless portable
power saws
o
blowtorches
o
bolt guns and nail guns
e.
blunt instruments – objects capable
of being used to cause serious injury when used to hit, including:
o
baseball and softball bats
o
clubs and batons, such as billy
clubs, blackjacks and night sticks
o
martial arts equipment
f.
explosives and incendiary substances
and devices – explosives and incendiary substances and devices capable, or
appearing capable, of being used to cause serious injury or to pose a threat to
the safety of aircraft, including:
o
ammunition
o
blasting caps
o
detonators and fuses
o
replica or imitation explosive
devices
o
mines, grenades and other explosive
military stores
o
fireworks and other pyrotechnics
o
smoke-generating canisters and
smoke-generating cartridges
o
dynamite, gunpowder and plastic
explosives
g.
liquids, gels and aerosols that are
not packed in accordance with restrictions and requirements for transport of
liquids, gels and aerosols in hand luggage.
LIST OF
PROHIBITED ARTICLES IN PASSANGERS HOLD BAGGAGE
Passengers are not
permitted to carry the following articles in their hold baggage:
a.
Explosives and incendiary substances
and devices – explosives and incendiary substances and devices capable of being
used to cause serious injury or to pose a threat to the safety of aircraft,
including:
o
ammunition
o
blasting caps
o
detonators and fuses
o
mines, grenades and other explosive
military stores
o
fireworks and other pyrotechnics
o
smoke-generating canisters and
smoke-generating cartridges
o
dynamite, gunpowder and plastic
explosives
SMOKING ON
BOARD
·
Which
flights are non-smoking?
On JAT flights smoking
is not allowed at any time.
IN-FLIGHT
SALE
·
Where
may I find a list of the articles sold on board?
You may find the full
assortment of articles sold on board on
our website and in the magazine JAT Review, placed in front of your seat on the
plane.
·
How
can I pay on board?
You can pay in cash
or by credit card (DINERS).
MISSING
BAGGAGE
·
Report
to us if your baggage does not arrive
Should your
checked-in baggage on a Jat Airways flight you have travelled on not arrive at
the destination, please report this immediately to the Lost & Found Baggage
Desk prior to leaving the airport.
Our staff shall,
based on your statement, make a missing baggage report called a "Property
Irregularity Report" and import all required information in automated
global baggage tracing system called "World Tracer". You should be
given the copy of "Property Irregularity Report" with a unique File
Reference Number.
·
Baggage
missing for more than five days
Jat Airways shall
make every effort to return your baggage as soon as possible and deliver it to
you free of charge. We shall notify you on the matter and discuss the time of
delivery.
We are able to
trace the majority of misguided baggage within the first 24 hours. In rare
cases it may happen that a piece of baggage cannot be found within five days.
If that occurs, please fill out a Baggage
Inventory Form for each peace of missing baggage and send it to
the following address or E-mail address:
JAT AIRWAYS
CENTRAL BAGGAGE TRACING OFFICE
AIRPORT "NIKOLA TESLA"
TERMINAL 1
11180 BELGRADE, SERBIA
tel: +381
11 2097839
E-mail: ground.lz@jat.com
Failure to submit
the inventory form may delay the search for your baggage and final settlement
of your claim.
·
Settling
lost baggage claims
If the baggage has
not been tracked within 30 days, you automatically gain the right to submit a
claim for reimbursement to the Claims Office, whilst we continue our search up
to 100 days. After 100 days, missing baggage shall finally be considered lost.
We strongly advise
you to keep travel documents safe, so you may submit a valid claim for
Reimbursement, provided your baggage considered lost.
·
Liability
for lost, delayed or damaged baggage
Please be advised
that Jat Airways shall observe international conventions on airline
responsibilities (the Warsaw Convention and the Hague Protocol) defining
limited liability for damaged, delayed and lost baggage in terms of
compensation. If higher value declared in advance and additional charges paid,
the liability of Jat Airways shall be limited to such declared value.
JAT Airways, under
the "Conditions of Carriage", shall not accept liability for loss,
delay in delivery, or damage to fragile or perishable articles, money, jewellery,
precious metals, negotiable papers, securities or other valuables, business
documents or samples included in the checked baggage, whether with or without
the knowledge of Jat Airways.
·
Travel
tips
1.
Never pack any essential or valuable
items in checked-in baggage (e.g. medication, vital documents, credit cards, travellers’
checks, stocks, bonds, money, jewellery, keys, cameras, phones or other
electronic devices).
2.
Make sure your checked-in baggage
locked and labelled inside and outside with full name and address.
DAMAGE TO
YOUR BAGGAGE
·
What
should I do if my baggage arrived damaged?
If you find that
your baggage has been damaged, contact our Lost and Found Service at the
airport. You will make a Property irregularity report. Based on that report you
will refer to our Claims Department to claim for the damages.
Claims
GENERAL
All claims for
damages, complaints, or positive comments must be made in writing and addressed
to the Claims Department. Please complete the "Claim Report" and send
it, together with the appropriate enclosed documents, to our address by post or
electronic mail:
·
JAT Airways
·
Claims Department
·
JAT Poslovni centar, Bul. Umetnosti
16, 11070 Novi Beograd
·
e-mail: claims@jat.com
Download
"Claim Report" (.doc) here
Note:
Claims for damages, complaints, or positive comments and completed "Claim
Report", together with the enclosed documents, may also be delivered
directly to any Jat Airways office in country or abroad.
The "Claim
Report" must be completed in Serbian or English.
CLAIM FOR INDEMNITY
Claim for Indemnity
may be submitted in the event checked baggage is damaged, delayed, lost or
items are missing from checked baggage or in the event extra expenses were
sustained due to unforeseen situations during travel.
In addition to
filled-out "Claim Report", submitting the following documents is also
required:
·
copy of air ticket
·
copy of boarding pass
·
baggage tag(s)
·
notice of report made to Lost and
Found Service office at airport
·
receipt(s)/proof of purchase
·
image(s) of damaged luggage
·
copy of checking account payment card
Complaint
In the event of
unsatisfactory customer service, complaint may be lodged with the Claims
Service. In addition to filled-out "Claim Report", submitting the
following documents is also required:
·
copy of air ticket
·
copy of boarding pass
·
receipt(s)/proof of purchase (if any)
·
copy of checking account payment card
PRAISES / COMMENTS /
SUGGESTIONS
If you wish to post
praise, comment or suggestion that would assist us in upgrading the way we do
things and help meet our passengers’ requests, please submit - in addition to
"Claim Report" - also the following documents:
·
copy of air ticket
·
copy of boarding pass