Often airlines have policies that they probably don’t put much thought into, but that can really damper the passenger experience. In this post I wanted to share one of those that I recently experienced at Belgrade Airport, prior to my Air Serbia flight to New York.
Continue reading: My Frustrating Air Serbia Transfer Desk Experience
Share your questions, experiences, and thoughts below.
It is stories like these where i realize we dont have it bad at all here in the states. Even LGA at its worst isnt this bad.
A popular traditional Serbian song is a lament called “Daj Mi Čašu Rakije” (“Give Me A Glass of Whiskey”). Given the JAT-like bureaucracy you just experienced, you might want to heed its verse as a coping mechanism if you ever decide to return…
It’s always a bit crazy in these days of great and redundant automated systems, that these hurdles remain. Somewhat related is the policy of airlines I fly of insisting the passport be checked at the checkin counter for an international flight. It defeats the purpose of checking in online and showing up with a mobile boarding pass. The passport number is on file with the airline, it is scanned by security prior to entering the gate area and then scanned again before boarding but someone needs to look at it a fourth time, which often requires a long wait, even in the priority checkin lines.
No matter where I'm flying, I ALWAYS ask for and get a paper boarding pass. I truly cannot believe there are people who rely solely on their phone to get them on the airplane. Stuck in the 20th Century? Yes, but I'm not stuck in line at the transfer desk.
Last time I was in BEG for my flight to LJU with JU was quiet funny exprience. I was sitting in Air Serbia Premium Lounge entered with my Priority Pass. Flight for LJU was departing at the gate next to the lounge. About 20 minutes before the departure time lounge agent came to me and told me that the flight was leaving and I should go to the gate immediately. I went to the gate to found out that I will be last one to board, while monitor still displays “On Time, Go to Gate”. I asked the angry gate agent why they haven’t displayed “Final Call” or at least “Boarding” and he replied in a way more friendly tone “In BEG you should ask us when the plane will leave”. He then looked the duty free bag with brandy that I have bought and told me that is a good and wished me a trip in the manner, that we where friends. I just board the bus and two minutes later we departed towards remote stands.
I’ve never used a mobile boarding pass in an international airport when returning to the US. I’ll check in online but always re check at the airline counter for a physical boarding pass.
Could not agree more. I've complained about this same thing every time I go abroad. And DL seems to be the worst offender. Why can't these nitwits get their IT sorted out? Or do they simply not trust their employees to read?
I enjoyed every minute reading this post.
If you don't enjoy some of the posts it's fine
but leave your negative comments out.
I try to always print out my boarding pass and I was wondering whether anyone else would point out the advantage of having a printed backup:-)
Thank you Dempseyzdad
“I mean really. This is worthy of a post?”
And yet you read it, and left a comment no less, and a stupid, dunderheaded comment at that.
Never comment here again, and the world will be a much better place.
There is nothing on the website to imply you need a printed boarding pass. It mentions Krasnodar :
https://www.airserbia.com/en/information/pre-flight/check-in/online-check-in
At the gate, at their own hub, they don’t have the appropriate scanners ?
The lounge should also be able to handle the same issues as the transfer counter.
Fo you also print out and carry copies of your passport?
and visa?
and credit card?
and car title?
‘cos you never know
I’ve experienced this in other countries too. I traveled enough to realize that unless I’m in US or Western Europe, I should print out my boarding pass just in case.
Happened to me a couple of times in Moscow-Domodedowo (DME) - they simply need the printed boarding pass to put a lot of stamps on it at passport control. But at least in DME you have easy to use boarding pass printers at the security check which scan your mobile boarding pass and issue a paper boarding pass …
Or just have your printed boarding pass with you next time, or check if it's required.
I always do that and thankfully never had to wait in a long line because of my own fault.
I flew from Belgrade a few months ago.
I had a mobile boarding pass (easyjet) but was asked by security to have a printed one, so I had to queue at the check it counter first. There are a few airports throughout the world that do not accept mobile boarding pass (Tunisia, Kosovo,...) So it looks like to me, the person at security did not do their job, and you should have been told to go check in first.
How was this his fault? He checked in on the phone, the phone is a boarding pass. Nowhere did it say this is a temporary or fake boarding pass
I think this is a valid point when traveling internationally and encountering foreign standards, systems, and immigration agents, but for domestic flying there's very little reason to need a paper boarding pass. I've been flying exclusively with mobile boarding passes from Alaska for 4 years now and there has never once been a problem.
Perhaps using your mobile app wasn't possible for some technical snafu reason and that this printing of the boarding pass was an extraordinary measure. Other than that, I got nothing.
Welcome to Serbia ( from a Serb). Honestly, it does drive me insane how slow desk agents are here everywhere. But as we say in Serbia, it's coffee time! Coffee first, customers second it third.
What's the point of providing passengers a mobile BOARDING pass if it can't be used to board?
You're spoiled. If you think Serbia is bad, try China. Actually, recently, was in Greece and it was horrible. 1 gate agent for the entire plane. No special lanes for babies, kids, elderly and such. At least in Serbia, at the check in, they'll let you through with a baby screaming.
Yep, totally agree with you. And then sometimes it works almost too well. I flew in the same day HEL-OSL-FRA-ARN-HEL without anyone checking any ID. Four countries and no one was interested who I am. Preprinted boarding passes and no luggage. All flights on SAS. No ID check even during boarding.
As someone who does embrace technology and time saving convienes, I’d say this is a useful heads up for those not familiar with this airline.
Why didn't you go to the biz lounge, seems that is the best first course of action.
When travelling internationally I always get the printed boarding passes - just in case - and these boarding passes make for nice bookmarks
yes, this story is worth the post (and my time to read) - as I plan my travels; thank you Lucky for the reminder on having printed boarding passes (that make for pleasant souvenir bookmarks)
I flew from Seattle to London to Athens via American and British Airways. I had printed boarding passes from Seattle on AA. When I got to London and transfer to BA, I had to wait in long lines just to get a new BA boarding pass because the T5 machine wouldn't take an AA boarding pass from Seattle. So, this happens not just in Belgrade. It happens even when you have printed boarding passes from supposedly seamless partners!
Always print a boarding pass at your hotel. You likely don't need it but have it just in case. Lots of things can go wrong with mobile boarding passes and it is always good IMHO to have a back up. Shocked someone that travels as much as Ben doesn't do this.
You should never assume that every airline and airport in the world is run effectively. He should have printed the boarding pass at his hotel. I don't print boarding passes in the US for domestic travel but ALWAYS have a printed boarding pass (usually from the business center at my hotel) for international flights. To do otherwise is asking for problems such as this. Sorry people everything doesn't fit into your idea of how things should be and all the complaining in the world (e.g., "what good is an online boarding pass if you can't use it") doesn't do a bit of good if caught in a situation such as this. I typically anticipate areas that could be problems and ensure I've got a "plan B". Any reasonable traveler should do likewise.
In some countries you still need a printed TICKET to get through airport. But as a general rule when flying internationally I have a printed boarding pass or ask the check in agents whether I need one. It is not always airlines but local immigration or airport regulations. Qatar Airways seems to be good about this. When there is a document check required you will be issued a CHECK IN CONFIRMATION rather than a Boarding Pass, and they tell you very clearly that this is not a boarding pass and you need to have a printed one for departure.
He did. He wrote about that in his article. The agent said that there was nothing that could be done except to go to the transfer desk.
Icland Air from Paris CDG to Washington the worst ever service experience .
But I suppose it was the CDG airport stuff that was checking -in the flight is to blame.
Hundred of passengers for like 3 check-in stands.
I almost missed the flight too.
I always check-in online, or mobile, just to confirm I have the right seat, and tha tthe flight is actually going in these chaotic times.
I go to the check-in desk for a paper BP, and often have to receive pre-booked special assistance.
Also the paper BP can be asked for at various points in the airport pretty randomly, and it is more convenient to show rather than something on your phone.
Next time I see Novak Djokovic, who I see frequently, I will let him know. Mention him in Serbia and you will be saluted. 🙂
Always get a printed boarding pass if I can. Don't trust my phone 100%. What if it goes low battery or some sudden glitch happens?
Serbia has an airline? The airline has a transfer desk? What a country!
Finnair pulled the same trick on me in Dallas. No paper boarding pass, no flight. They don't tell you until you try to board, and then they have only two agents slowly printing out passes for several dozen passengers. But at least it's at the gate.
I think that is just a included feauture on website, but you can't use it for some flights. Fr example WY do give digital boarding passes, but they can't be used in SIN(When they used to fly there) as security won't allow it.
Flying to the US I always stop at the check in desk to ensure I don't need a paper boarding pass. This is regardless of any airline or departure location. Half the time even with a mobile boarding pass I'm told "yes you do need a paper boarding pass"
3+ decades of flying International and I've seen it all which is why I don't take anything to chance
You should learn a lesson here
Printing out a boarding pass does take time. Especially if you line up at check in. I think after how many 100 flights Ben probably came out ahead (along with the rest of us mobile boarding people) by not printing all his passes.
In terms of automation I agree these snaffles are really frustrating. In Italy if you buy online tickets eg the uffizi, you often still have to line up to collect them lollll.
And why is it almost impossible to do a PIR online when the airline loses your bag?! Lining up with 100s of people who each take 3-4 mins with the agent to create a pir is sooooo frustrating
You know, all of this could have been avoided had you just waited that half an hour for the check-in counter to open.
It's the same policy TK has, only difference is that if you are traveling to the US with them you can't even check-in online. They require you to physically show up at the check-in, stand in line (usually a long time) only to get a printed boarding pass.
Air Serbia has this for a reason, they need to check that all the information is put in properly as they were fined in the past by the US authorities.
It would have been probably much faster to get the print from the business check-in counter in the departed hall; before entering airside, now we know about that fact, respectively leaving airside and then pass security control a second time.
Believe it or not, I had a very similar issue about 3 years ago where my mobile boarding pass on my phone was NOT accepted to even go through security at the Zagreb Airport - for an Air Canada flight. They told me to go back to the counter to get a printed one - however, the check-in for Air Canada had already closed, and the signs had changed to Emirates. Thus, the agents could not re-login into Air Canada's system to print me one. I was used to doing carry-on only and I never had expected an airport authority to not accept a mobile boarding pass to go through security. I work in the airline industry and travel often - only the Zagreb Airport, I had experienced this issue (once). Eventually, they let me through. But good to know about Air Serbia...and I travel with them sometimes also. I hope they'll get that worked out soon.
Do you often check-in,a second time, at a desk after youve checked in online and been issued a boarding pass?
Maybe its the rest of us who are weird in taking the approach of "ive completed the check-in process once. I dont feel the need to do it again".
The desks could've already been open and I wouldve walked straight past them due to the fact id already checked in for the flight.
Its the airlines stupidity/ IT failures at fault here. Nobody else's
Well, I work at an airport in Australia. All flights to the US from Australia will require a manual paper boarding pass or Pre-US screening. No paper boarding pass NO GO! The good news is airline staff will print you out one at the boarding gate.
This is not true at all. I just took this route and did not need anything printed. But this is why I always show up 3 and a half hours in advance, to try to avoid this stuff. I'm already in line when checked bagage starts 3 hours before flight and go right to the gate right after checking my bag. Leaving just 90 minutes strikes me as a rookie mistake, not something a seasoned traveler would do.
What an odd way to start a post...of course they do, like any other country in the world.
If you are chilling away from the gate with no care in the world less than 20 minutes before departure that is your fault. Gate agent was correct to be mad. Nonchalant ppl like you make his job more annoying and delay everyone else who got to the gate on time. Some ppl are legit late....you just think everyone should have to wait for you.
@Jorge - if she has a dead battery, of course not but I can’t imagine she would make that rookie error. The bigger issue is if the signal is weak inside the terminal. But if you love paper, then forget the advice. Paper is fun!
From Lucky's own words in his review of the lounge:
"I quickly spotted that there was a special check-in area for flights to New York. However, the counter wouldn’t open until 4:50AM, so I just decided to head straight through security, since I only had carry-ons and already had a mobile boarding pass.
This probably ended up being a mistake, but more on that in the next post."
It's not airline stupidity, it's passenger stupidity. Always good to have a back-up just in case.
I had similar experience with Air Canada in Vienna on my flight BEG-VIE-YYZ. All passengers from anywhere that were transfering in Vienna could not use neither mobile nor printed boarding passes from original destination. They needed Air Canada pass so the ArriveCan app can be verified. Funny enough, it was verified in BEG.
Stupid systems.
Funny enough I had the exact opposite experience with AirAsia recently. Let's just hope Spirit or Frontier won't follow this stupid way.
They apparently force everyone to download and use their mobile app. No website, No at home print. Airport counter incurs fees and lines are long. Worst part you can't even use a screenshot of it, must be moving in their app. Tony Fernandes is really screwing customers, not only they are not refunding passenger (hence I need to fly them to use up my credits), they are now forcing an app (which can tracks or sells your info).
What can you expect frm a 3rd world airline coming from a Communist past? Rules come first, way ahead of any "customer-first" ethos.
Lucky, I'm wondering, what is it about my erudite posts that they rarely if ever get posted?? Am I violating some rule, or what?
Bob, what an idiotic comment.
JAT was one of the most prestigous airlines in Europe and considering current US airliners it would still be much better than any of your ihop-flyers. Get a brain FFS.
My experience with Air Serbia lately is exhausting. I hope they will improve. There is still construction.
I flew from jfk to Belgrade and had to get printed boarding pass. On the way back I didn't bother printing. It's USA rule I think. Annoying? Sure. However, I am confused about this transfer desk comment. What transfer desk? I went to the line for NY and was there 2 hours early. It took maybe 20 min. While flying everywhere has been extra frustrating lately this story reads like "1st world problems" story. I can't imagine most of us flying a lot didn't have major issues at one time or another (I literally missed a connecting flight at Heathrow because they insist on checking you all over again in transit and it can take over an hour to do so... and the flight to the US closed boarding an hour before the take off.)
So yes AirSerbia desk can be frustrating and if that's the worst experience you had ... relax. It can be much worse.
We were traveling on 07/23/2022 and we had printed boarding pass in the city of departure. Belgrade was our transfer. So we were sent to the transfer desk with printed boarding passes because we had to check-in in Belgrade ONE MORE time and they didnt let us know in argument advance!!! Crazy and very stressful experience. My husband told them to announce their rules to everybody in the line to save people's time. They told it didn't make any sence for then(((
I have had absolutelly the same experience flying From Belgrade to Geneva.
Responsibility???
Same experience with other destination, Belgrade - Istambul at same airport, Pegasus company... Therefore maybe is problem with airport not flight company or both...
We’ll,this is part of the Balkan experience.
Everything possible must be done to make the passengers’ experience frustrating and absurd.
No boarding pass issuance In the lounge??
The JU management is staffed with world class class ex JU. communist clueless morons.
I fully agree with the author and he was. Very gracious in describing his awful experience .
Even Bangladesh and India provide better service.
Shame on JU and Serbia which only happen to be located in Europe.
In january I pay for prefer seats and the airport personnel taked and give to an another passanger
Never got my money back
I love Air Serbia, always had a great flight with them and business class is affordable compared to other airlines and always had great service! I just don't bother with mobile check in and always check in with actual person. Sounds like this guy likes to complain
I had the worst experience of my life with Eurowings. Never again flying with them! To be honest I'm also shocked with the staff at Düsseldorf Airport, totally unprofessional and unacceptable.
Apple can’t be compared with orange. His case is for airline’s flagship flight and it is operated by airline itself.
Travelguy, as someone who's taken 100 flights in 2022 so far, your comment strikes me as indicating you are the rookie traveller, tell me any sensible frequent traveler who sits at a gate for 3 hours, I certainly never will.
Waiting room before bordin A/C never worked so I will fly nex time with any one else NOT
Air Serbia
That said I collect a boarding pass for every flight (I travel pretty much exclusively with carry on only) but I like the paper backup, takes me less than 5 mins to get and it's easier to work with when boarding
Hello,
First sorry for my english, it is not my firts language.
That problem in Setbia it's not just on airports but in most of the diffrent businesses and it is frustating. People always need to wait for something.
Welcome to Serbia! ( :
Based on experience with multiple companies flying from Belgrade Airport, including Air Serbia, it is mentioned that you can check-in online but you need the bording pass printed at the airport. I agree no logic there but at least it is clear and you can set your expectations and plan accordingly. Therefore, until the airport upgrade this service, just read carefully the text during the online check in process.
Sounds like this is a random person who posted just to defend Air Serbia, and has never seen and knows nothing about this website and traveller before.
Biased much?
Untrue.
If you've already checked in, it's not "passenger stupidity" to not need to check in again.
They also have a separate business class check-in. If you're business class already checked in online, would that make you think you should check in again? Of course not.
Will I use aire serbia quite often and never had a problem further than delayed flights. I believe this is a mistake of a Newby, if you flew several times as you state, then you should know better that all precautions are necessary when flying and all the circus around airports. I always get a mobile and printed boarding pass...just a smart prevention that I will suggest you to start implementing.
The worst that happened was to be bribed by Alitalia at Fiumicino airport where they force me to pay something under the threat of not boarding and never gave a valid receipt of the payment...I was even thinking to sued them, but EU standards
The same happened to my son on his way to Paris. Very frustrating and totally unreasonable.
I'm pretty sure, that it's an internal rule of a Belgrade Airport. On website of AirSerbia there is a specific section (in FAQ), which states that mobile boarding pass is enough. And I had a flight with Turkish Airlines from Belgrade just a month ago and had the same experience. Fortunately they told me to print the boarding pass before passport control, so I loose maybe 20mins of time (to stay in queue for checkin desk). Anyway it's awful.
Wow. SUPER HELPFUL in advance of my flight in a couple days and I’m also flying business. Thank you!
You are at the Balkans and you have at the balkans balkan habits.
If you want to avoid that type of treatment, don't fly a balkan airline. I was a frequent flyer and my choice to Belgrade was Lufthansa, katar airways, Ethihad,.....
Furthermore you flew business class. Mistake. Out of here non explainable reasons you will be treated worse than economy.
In the focus of air traveling in the normal world is the customer. In the focus of air traveling in the Balkans is the referring person handling you. This is a reict from the communists time. You as a customer mean nothing.
I won't recommend Air Serbia to my worst enemy horrible service, l physically go attack at Belgrade Airport by one of passport controller. Hey all checked my passport for nearly 10 minutes just because I looked different. Also checked in on line got my seat on the plane and another person had the same sea number they asked me to move so the man can sit. Please avoid Air Serbia it the worst.