Complaints Submission Guide
By purchasing your ticket, you enter into agreement with the airline company which has the obligation to compensate any matters related to air tickets.
Please carefully read the definitions and submit such a complaint to the airline operating the flight concerned.
➤ Denied boarding (travel restrictions, travel document, check in & boarding deadlines)
➤ Downgrading
➤ Cancellation
➤ Long delay of a flight
➤ Baggage claims
➤ Flight schedule changes
For complaint/claim related with these problems please follow the links below:
- Air Serbia – guest.support@airserbia.com
- Pegasus Airlines – https://www.flypgs.com/en/writeto-us
- Turkish Airlines – https://www.turkishairlines.com/enint/any-questions/customer-relations/feedback/
- Wizz Air – https://wizzair.com/engb/information-and-services/compliments-and-complaints/
- Croatia Airlines – https://www.croatiaairlines.com/Claim and e-mail: contact@croatiaairlines.hr
- Aegean Airlines – contact@aegeanair.com
- LOT – https://www.lot.com/us/en/customerservice
- Austrian Airlines – https://www.austrian.com/lt/en/helpand-contact#/
- Chair Airlines – https://www.chair.ch/en/contact-en-/contact

Covid19: Travel Safe
- All the used equipment in the duty free that comes in contact with the customers, shall be disinfected frequently.
- Guiding signs for the prescribed physical distancing (1.5m) in the shop area for all present persons are placed.
- We encourage customers to use only contactless credit or debit card.
- Entrance is free for everyone. There is a Big Alcohol Based disinfectant liquid machine on the main entrance of the shop
For travel document information and requirements by the country you want to arrive in and / or COVID tests requirements, please contact the Embassy of that country as well as the airline you will be traveling with.
Skopje International Airport
https://zmc.mk/en/covid19/skopje-ohrid-airport-covid-19-testing-point/
https://nikoblab.mk/
Ohrid St. Paul the Apostle Airport:
https://zmc.mk/en/covid19/skopje-ohrid-airport-covid-19-testing-point/
http://ohd.airports.com.mk/mk-MK/media-centre-mk/announcements-mk/page/announcement-covid-testing-airport-ohrid-mk
- We regularly and timely apply all measures of the Government and the Ministry of Health, as competent state institutions. Of course, we also follow the experiences of other airports around the world and the recommendations of the World Health Organization (WHO), the European Union Aviation Safety Agency (EASA), the International Civil Aviation Organization (ICAO), the International Airports Council (ACI) and the International the Air Transport Association (IATA), all in order to take appropriate action in a timely manner as conditions change in this global pandemic.
- It is not mandatory for passengers to wear a face protective mask inside the terminal building of the airport, as of 3.5.2022, as per the changes and amendments in Covid-19 measures adopted by the Government of North Macedonia https://vlada.mk/node/28642. According to these changes, there is no obligation for citizens to wear a face protective mask in all closed areas, except in health institutions, pharmacies, public transportation (bus, railway, airplane, and taxi) and in institutions for care of old persons and persons with disability. Regarding the flight rules, passengers should follow the requirements of the airline with which they travel.
- Passengers will need to follow the instructions of security agents in a disciplined manner, and there, as in all procedures where queues are expected, it will be necessary to keep a physical distance of at least 1.5 meter.
Due to the fact that covid-19 related requirements for different travel documents are still valid by certain countries, and which must be checked by our staff at the Check-In counters, please be informed that we strongly recommend to our passengers to arrive at the airport 3 hours before the scheduled flight.
In case you would like to perform a covid-19 test at one of the facilities by the two laboratories at the airport, please arrive at the airport earlier than 3 hours according to the required time for delivery of the test, that you should check with the adequate laboratory.
- Business and VIP lounge areas are cleaned and disinfected as prescribed by public health authorities with increased frequency based on the air traffic.
- There are available multiple self-hand sanitizers, alcohol-based with adequate signage for passengers.
- There is a self-service option with purpose all passengers to have limited contact with staff.
- Frequent disinfection of products that are often in contact with staff and passengers
- The tables and chairs are cleaned / disinfected after their use.
- Тrays and plates will be removed from common areas, they’ll be given to guests by the service staff
- Passengers should arrive at the airport at least 3 hours before their flight, as check-in counters close at least 1 hour before departure time. This means that passengers must have completed the check-in procedures at least 1 hour before take-off, and then the Passport Control and Security Checking procedures, in order to arrive on time in the boarding area, i.e., at the Gates.