Air Serbia customer service number: the US line, the hold, and changing a seat

Complete recording with original voices and timing. "Air Serbia" is the automated phone system. "Representative" is the live agent. "Caller" is the call4me assistant. Private identifiers are muted and shown in brackets.

0:00 Air Serbia: Hvala što ste pozvali Kontakt centar Air Srbije. Thank you for calling Air Serbia Contact Center. For services in English, press nine. Za nastavak na srpskom jeziku pritisnite taster jedan.

Caller: Okay, routing to English.

0:21 Air Serbia: Air Serbia is committed to protecting the privacy of its guests and users of its products and services. For more information, please visit airserbia dot com. Please note, this conversation may be recorded for the purpose of improving our services. Dear passengers, if you want to change your ticket in accordance with the selected tariff rules, you can now easily do so on our website airserbia dot com through the my reservation option. This option is available to all passengers regardless of the place of the purchase of the ticket. For booking and general inquiry, press one. To redeem voucher for the ticket, press two. For ancillaries, press three. For existing booking exchange or refund, press four. For flight information, press five. For baggage services, press six. For claims, press seven. For previous menu, press hash key.

Caller: Taking booking and general inquiry.

1:26 Air Serbia: Please note, this conversation may be recorded for the purpose of improving our services. All operators are busy at the moment. Please hold the line.

Hold, about 1:30 to 13:32, kept in full: "All operators are busy at the moment. Please hold the line" repeats throughout.

13:32 Representative: Air Serbia, [agent first name muted] na vezi, izvolite. Da li se čujemo?

Caller: One moment, checking. Hi, do you speak English?

Representative: Yes, of course. How can I help you?

Caller: I'm [passenger name muted]'s assistant. I was trying to figure out for PNR [booking reference muted], can Air Serbia assign or change [booking reference readback and spelling muted]

Representative: Okay, one moment, please.

Caller: Sure, no problem.

14:04 Representative: We need to pass verification first of all. Can you please tell me where did you buy this ticket via Air Serbia or some agency?

Caller: Hmm, let me check on that real quick. Just looking at the booking. It was booked through Chase Travel, and the ticket was issued by JetBlue.

Representative: Okay, can you tell me flight number for Belgrade to New York?

Caller: Checking. JU 500.

Representative: Okay, thank you. And one more question for you. Does passenger have check-in bag or only hand luggage?

Caller: One second. Hmm, I'm not sure about that. We're only checking seat assignment info today.

Representative: Okay, can you tell me, is this one way or round trip on this reservation?

Caller: Let me double check that. I'm only seeing the one flight, Belgrade to JFK, October 15th.

Representative: Okay, how can I help you with this?

Caller: We're just trying to get a seat assigned that sticks for that flight. Can Air Serbia assign or change seats on this booking if we call, or use your website, or go through an agent?

15:19 Representative: I can add the seat if you want here. Okay.

Caller: We're just asking for info today. If you can't do it, which channel? Yeah, so if you can't do it, how could we do it?

15:34 Representative: You can call us. You can call us on this number, and we can open reservation and add the seat that you want. It is business class, so that means free of charge.

Caller: Oh, okay. And on this flight, is seat thirty-three D considered exit row or extra legroom in your cabin?

Representative: Just a second, please. One moment.

Caller: Sure.

16:17 Representative: Yes, so, okay, this is not business class here. I will check for, I will check for seat in exit row, okay? One moment.

Caller: Yeah, sure.

16:46 Representative: Okay, thirty three, by the aisle or in the middle?

Caller: It's thirty-three D, so that's the aisle.

16:58 Representative: D, letter. Yes, okay. It is free for now, but it has payment. Sorry, my mistake, I thought that this was a business class, but it wasn't, when I opened our reference. So this is economy class, thirty three row, D is free, but with payment. Approximately, I can tell you in US dollars if you want.

Caller: No, that's okay.

Representative: Right now it is in Serbian dinars.

Caller: That's all right. I don't need the price. Is thirty-three D considered an exit row or extra legroom in your cabin?

17:37 Representative: It is exit row and extra leg room.

Caller: Okay, got it. Could I get a case or reference number for this call, please?

Representative: Of course. Of course, I can give you our booking reference. If you call again, you can check with this one, okay?

Caller: Okay, sure. Yeah.

17:58 Representative: It is [reference code muted].

Caller: Okay, thanks. That's super helpful. Bye!

Representative: Okay, have a nice day. Goodbye.

Complete recording with original voices and timing. Private identifiers are muted and shown in brackets.

0:07 Air Serbia: Calling Air Serbia Contact Centre. For services in English, press nine. Za nastavak na srpskom jeziku, pritisnite taster jedan.

Caller: [beep] Hmm.

0:22 Air Serbia: Odabrali ste pogrešnu opciju. Molimo vas odaberite neku od ponuđenih opcija. Ovaj razgovor može biti snimljen u svrhu poboljšanja kvaliteta usluge. Svi operateri su trenutno zauzeti. Molimo vas sačekajte.

Hold, about 0:30 to 24:47, kept in full: "Svi operateri su trenutno zauzeti. Molimo vas sačekajte" ("All operators are busy at the moment. Please wait") repeats throughout.

24:47 Representative: [Agent greeting with name muted]

Caller: Hi! I'm calling about a seat change on flight JU five hundred, booking [booking reference and passenger name muted]. He checked in online already.

Representative: Cross-check me the PNR once again, please.

Caller: Yeah, it's [booking reference and spelling muted]

Representative: Thank you very much. Can you please tell me the telephone number and, of course, can you please give me the telephone number and the email address from this reservation?

Caller: Yeah, the phone number is [passenger phone and email muted]

Representative: Is this the one-way ticket or the round trip?

Caller: It's a one-way, Belgrade to JFK.

Representative: Thank you very much. Can you give me the date of birth of the passenger?

Caller: Sure! [Date of birth muted]

Representative: Okay, let me check the seats, please, one moment.

Caller: Sure thing.

26:11 Representative: [Another itinerary read out from the booking, muted] ... flight today. Yeah. Well. Mm-hmm. Open the seat map.

Caller: Okay.

27:02 Representative: So from Belgrade to JFK, which seat would you like to add for Mr. [passenger name muted]?

Caller: If possible, seat thirty-three D. It's near his friends, and it's got extra legroom [health detail muted]

Representative: Thirty-three D. One moment. Of course. Let me see if it's going to be confirmed.

Caller: Okay.

Representative: One moment, stay on the line, please. Thank you for holding.

Caller: No problem.

28:38 Representative: Thank you for holding! For the passenger [passenger name muted], the seat was confirmed. The number of the seat is thirty-three delta.

Caller: Oh, that's great, thank you.

28:51 Representative: Can you please confirm that the passenger is in the good health? Because on the exit row we don't accept the passengers with the health problems, in case of emergency, of course.

Caller: Let me just check that a second. So, [health detail muted] so I'm not able to confirm that there's no health issues. Would that make him ineligible for that exit row seat?

Representative: Well, on the exit row, the passenger should be in the good health in the case of emergency, and of course, to speak any foreign language, which is in this case I presume it's okay. It's confirmed.

Caller: Right, he does speak English. Could you just let me know, if he can't take that exit row seat, what other row thirty-three seats might work? He was just trying to sit near his friends.

Representative: So the friend has what number of the seat? Which number of the seat?

Caller: Yeah, so his friends are in thirty-three A and thirty-three C.

Representative: Yeah. Well, anyhow, I can assign you this seat, but we need to know if the passenger is in the good health. If you can confirm that, the seat can stay on.

Caller: Okay, let me talk to him real quick.

30:28 Representative: I cannot stay on the line, madam, sorry about that. You will need to contact us back with this information. I'm so sorry. We have so many passengers waiting on the line, so I'm not allowed to stay that long on the phone.

Caller: Gotcha. If it's easier, could you transfer me to a supervisor or someone from the airport team? I'm just trying to see if they can help with a seat change while he's already checked in.

31:01 Representative: Unfortunately, I cannot do that, because if the passenger is checked in, we cannot assign the seat. And as well, I see that somebody already [called or holds; the transcriptions differ], so that the offload can be applied for this ticket, for the seat assignment.

Caller: Okay, one second. Yeah, I just confirmed he's in good health, he's fit, he speaks English, and he's willing and able to assist in an evacuation, so can you apply the offload and keep thirty-three D?

Representative: Of course, I will send the request. Just let me check once again.

Caller: Sure, thanks.

31:42 Representative: The request for the offload has been already sent, so we just need to confirm that everything is okay. The ticket still is not offloaded. So we need to wait for a bit more. Can I ask you to call us back in a few hours, please, so we can check the status of the ticket?

Caller: Just a second. Okay, sure, I can do that. Before I let you go, is thirty-three D being held for him? And is there any charge for that seat?

32:12 Representative: There is no charge for that seat because [passenger name muted] is in the business class.

Caller: Okay, that's great. And do you have a reference for me for this call?

Representative: How do you mean the reference? For the booking reference or some other reference?

Caller: Just some kind of call reference, like an agent name, or

Representative: No, my [agent name and spelling muted]

Caller: Okay, got it. Thanks, [agent name muted]. And is thirty-three D held for him?

Representative: Of course.

Caller: Perfect. Thank you!

32:52 Representative: I cannot hold the seat. Yes, you can call us back for the confirmation, just to see if the offload was successful and the seat is assigned to the passenger.

Caller: Great. Thanks so much for your help! I'll check back in a bit. Bye.

Representative: Of course. Thank you. Bye.

Complete recording with original voices and timing. Private identifiers are muted and shown in brackets. Translations are ours, in parentheses.

0:03 Air Serbia: Hvala što ste pozvali kontakt centar Air Srbije. Thank you for calling Air Serbia Contact Center. For services in English, press 9. Za nastavak na srpskom jeziku, pritisnite taster jedan.

Caller: English, and let's just find a person.

0:21 Air Serbia: Air Serbia is committed to protecting the privacy of its guests and users of its products and services. For more information, please visit airserbia dot com. Please note, this conversation may be recorded for the purpose of improving our services. Dear passengers, if you want to change your ticket in accordance with the selected tariff rules, you can now easily do so on our website air serbia dot com through the my reservation option. This option is available to all passengers regardless of the place of the purchase of the ticket. For booking and general inquiry, press one. To redeem voucher for the ticket, press two. For ancillaries, press three. For existing booking, exchange or refund, press four. For flight information, press five. For baggage services, press six. For claims, press seven. For previous menu, press hash key.

Caller: Okay, ancillaries.

1:26 Air Serbia: Personalize your flight with one of the most popular ancillary services. More than ten ancillaries are available on Air Serbia flights. Reserve your seat in advance. Buy an extra luggage. Pre-order a meal. Travel with your pet in cabin. Avoid queues at the airport. Transport sport equipment or musical instrument. Enjoy yourself in our premium lounge. Or simply surprise your beloved ones during the flight. To talk to an operator, please press one. For previous menu, press hash key.

Caller: Operator.

2:05 Air Serbia: Please note, this conversation may be recorded for the purpose of improving our services. All operators are busy at the moment. Please hold the line.

Hold, about 2:27 to 18:23, kept in full: "All operators are busy at the moment. Please hold the line" repeats about once a minute, and the caller answers each with a short line such as "Still here" or "Yep. Holding."

18:23 Representative: Air Serbia, [agent first name muted] na vezi, izvolite. (Air Serbia, [name] speaking, go ahead.)

Caller: Zdravo, trebala bi nam jedna pomoć, oko sedišta za let. (Hello, we need some help with a seat on a flight.)

Representative: Izvolite. (Go ahead.)

Caller: Imamo rezervaciju pod šifrom [booking reference muted], za današnji let JU 500. (We have a booking under the code [muted], for today's flight JU 500.)

Representative: Morate da ponovite, nisam čula. (You'll have to repeat that, I didn't hear.)

Caller: Imamo rezervaciju pod šifrom [booking reference muted] za današnji let JU 500 iz Beograda za JFK u 13:30. (We have a booking under the code [muted] for today's flight JU 500 from Belgrade to JFK at 13:30.)

Representative: Putovanje je povratno ili u jednom pravcu? (Is the trip round trip or one way?)

Caller: U jednom pravcu. (One way.)

Representative: Telefon i email adresa koje su ostavljene u rezervaciji? (The phone and email address left on the booking?)

Caller: Sekund samo. Telefon je [passenger phone muted]. E-mail adresu nemam kod sebe. (Just a second. The phone is [muted]. I don't have the email address with me.)

Representative: Email adresa. Datum rođenja putnika. (Email address. The passenger's date of birth.)

Caller: Jedan sekund samo. (Just one second.)

Caller: Thanks for waiting. The email on that booking is [passenger email and spelling muted]

Representative: U redu je. Kako mogu da vam pomognem? (That's fine. How can I help you?)

Caller: Treba nam kupovina sedišta za [passenger name muted], na tom letu. Agentkinja sinoć je rekla da je sedište trideset pet D slobodno, za trideset tri evra i šezdeset centi [both automatic transcriptions heard 53.60]. Možemo li da kupimo to sedište odmah? (We need to buy a seat for [muted] on that flight. An agent said last night that seat 35D was available for 33 euros 60 cents. Can we buy that seat now?)

Representative: Momenat. Koje sedište želite? Trideset... (One moment. Which seat do you want? Thirty...)

Caller: Trideset pet D, ako je još uvek slobodno. (35D, if it's still available.)

20:11 Representative: Nije slobodno. (It's not available.)

Caller: U tom slučaju, da li može izlazno sedište, trideset tri D, ako je ispod otprilike sto dolara, i koja je cena za to? (In that case, could we have the exit seat 33D, if it's under roughly a hundred dollars, and what's the price?)

20:21 Representative: Nije trideset tri D slobodno više. (33D isn't available anymore.)

Caller: Razumem. Da li imaju bilo koje drugo sedište uz prolaz, za manje od sto dolara, koje može sad da se kupi i dodeli? (I understand. Is there any other aisle seat under a hundred dollars that can be bought and assigned now?)

Representative: Proverit ću. Budite na vezi. (I'll check. Stay on the line.)

Caller: Naravno. I datum rođenja je [date of birth muted]. (Of course. And the date of birth is [muted].)

The agent checks, about 20:43 to 22:30, kept in full.

22:30 Representative: Halo, da li me čujete? (Hello, can you hear me?)

Caller: Da, tu sam! (Yes, I'm here!)

Representative: Slobodno sedište pored prolaza: trideset dva D, četrdeset tri dolara. Trideset jedan D, ista cena. I isto preko puta, znači, trideset jedan G, trideset dva G, ista je cena, četrdeset tri dolara. (Available aisle seats: 32D, 43 dollars. 31D, same price. And across the aisle too, so 31G and 32G, same price, 43 dollars.)

Caller: Hmm, nemam tu informaciju trenutno. Ima li neki drugi način da to proverimo? (Hmm, I don't have that information right now. Is there another way to check?)

23:14 Representative: Rekla sam vam cenu sedišta, četrdeset tri dolara. Trideset dva D, trideset jedan D. Da li želite da kupite sedište sa nama na pozivu? Da li me čujete? Da li me čujete? Halo? Da li me čujete? Halo? Ukoliko me čujete, pozovite ponovo, iz nekog razloga ja vas više ne čujem. (I told you the seat price, 43 dollars. 32D, 31D. Do you want to buy the seat with us on this call? Can you hear me? Can you hear me? Hello? Can you hear me? Hello? If you can hear me, please call again, for some reason I can't hear you anymore.)

Complete recording with original voices and timing. Private identifiers are muted and shown in brackets.

0:03 Air Serbia: Hvala što ste pozvali kontakt centar Air Srbije. Thank you for calling Air Serbia contact center. For services in English, press 9. Za nastavak na srpskom jeziku, pritisnite taster 1.

Caller: Dobro. [chuckle] Čujem to. (Okay. I hear that.)

0:18 Air Serbia: Air Serbia is committed to protecting the privacy of its guests and users of its products and services. For more information, please visit airserbia dot com. Please note, this conversation may be recorded for the purpose of improving our services. Dear passengers, if you want to change your ticket in accordance with the selected tariff rules, you can now easily do so on our website airserbia dot com through the My Reservation option. This option is available to all passengers regardless of the place of the purchase of the ticket. For booking and general inquiry, press 1. To redeem voucher for the ticket, press 2. For ancillaries, press 3. For existing booking exchange or refund, press 4. For flights from Nis, press 5. For baggage services, press 6. For claims, press 7. For previous menu, press hash key.

Air Serbia: Personalize your flight with one of the most popular ancillary services. More than ten ancillaries are available on Air Serbia flights. Reserve your seat in advance. Buy an extra luggage. Pre-order a meal. Travel with your pet in cabin. Avoid queues at the airport. Transport sports equipment or musical instrument. Enjoy yourself in our premium lounge. Or simply surprise your beloved ones during the flight. To talk to an operator, please press 1. For previous menu, press hash key. Please note, this conversation may be recorded for the purpose of improving our services.

Hold, about 2:00 to 17:36, kept in full: "All operators are busy at the moment. Please hold the line" repeats about once a minute, and the caller answers each with "Hmm."

17:36 Representative: Air Serbia, [agent first name muted] speaking. How can I help you?

Caller: Hi, one sec, getting [passenger name muted] on the line. Hi.

Representative: Hi.

Caller: Hi! [Passenger name muted]

Representative: Yes? How can I help you?

Caller: [Agent first name muted] here. Just a moment. Hi, sorry, getting him on.

Representative: Okay. Please tell me if you have already existing booking or you need a new booking.

Caller: I don't have that detail yet. Is there another way to look it up?

Representative: I'm sorry, I didn't understand.

Caller: Hmm. Could you check by name or phone number or something like that?

18:32 Representative: By name, last name. Please tell me the last name of the passenger.

Caller: [Passenger last name muted]

Representative: And the first name is?

Caller: [Passenger first name muted]

Representative: [Passenger first name muted]. And for which date is the trip?

Caller: It's today, October fifteenth.

18:58 Representative: Today. Just a second, let me take... I can see two passengers under this name for today. Just a second, let's check. We need to go through a verification of the bookings. So I will ask you three questions. No, no, no, sorry. Just a second. Three questions, I would need the correct answer. [Booking reference muted] So please tell me how many passengers there are in the booking. Hello, can you hear me?

Caller: Yes, yep.

Representative: How many passengers there are in the booking?

Caller: Sorry, I don't have that detail. Is there another way to continue? We are trying to buy an aisle seat on that booking.

20:08 Representative: Unfortunately, we have to go through the verification, so we need to collect all the information from the booking so that we can give you any information from the reservation itself. Unfortunately, we cannot proceed this way.

Caller: Hmm. Okay. Could you verify it another way, maybe with the booking code or [passenger name muted]'s phone number?

Representative: Could you please tell if the trip is one way or round?

Caller: Hmm. I don't have that detail yet. Sorry. Is there another verification question we can try?

Representative: Can you tell me the email address from the booking?

Caller: Hmm. I don't have that detail. Sorry. Could we use [passenger name muted]'s phone number instead?

21:06 Representative: Please collect the details and contact us back. Thank you.

Caller: Understood. We'll collect the details. Thanks, bye! Bye.

Representative: Thank you, bye.