Question 1

How can I contact SereneAir customer service?

Accepted Answer

You can contact SereneAir customer service in Pakistan via their UAN at 111-737-363 or WhatsApp at +92 3111 737 363. For general inquiries, you can also email customeraffairs@sereneair.com or services@sereneair.com. Additionally, a live chat option is available on their official website.

Question 2

What is SereneAir's baggage allowance for carry-on and checked luggage?

Accepted Answer

For carry-on baggage, passengers are generally allowed one bag not exceeding 7kg, with dimensions no more than 45 inches (L+W+H). A laptop is typically excluded from this limit. Checked baggage allowance varies by fare and destination; generally, a free allowance of 20kg is provided for all flights. Economy Regular class may allow 40kg (not more than 32kg in one piece), while Serene Plus class may allow up to 80kg (any number of pieces, with no single piece exceeding 32kg) plus 12kg hand-carry. Infants are allowed 10kg of checked-in baggage. The dimensions for checked baggage should not exceed 54 inches (L+W+H). Additional fees apply for excess baggage.

Question 3

What are the check-in procedures for SereneAir flights?

Accepted Answer

For domestic flights, passengers should report to the check-in counter at the airport at least 60 minutes before the scheduled departure, with counters closing 45 minutes prior. For international flights, it is recommended to report at least 2 to 4 hours before departure, with counters closing 90 minutes prior. Web check-in is available 24 hours before departure, but it is not mandatory. All passengers are required to provide photo identification at check-in.

Question 4

What is SereneAir's policy on ticket cancellations and refunds?

Accepted Answer

SereneAir tickets can be canceled through their website or sales offices, but all cancellations are subject to a cancellation fee. Tickets expire 29 days from the flight departure date, after which they become non-refundable and non-changeable. Refunds, when applicable, are processed with specific deductions based on the timing of the request. Changes to tickets, such as rescheduling, are also possible but incur modification charges, which vary by route and timing.

Question 5

What should I do if my baggage is lost or damaged?

Accepted Answer

If your baggage is lost or damaged, you should contact SereneAir's baggage services staff at the destination airport before leaving the arrival hall. They will assist in raising a 'LOST or MISHANDLE' report. Claims for missing or delayed baggage must be submitted on a 'Baggage Claim Form' within 14 days from the date the baggage should have arrived. Damaged baggage should be reported immediately before leaving the airport. The maximum liability for damaged and missing baggage is PKR 1000 per kg for domestic flights and USD 20 per kg for international flights.

Question 6

Does SereneAir provide special assistance for passengers with specific needs?

Accepted Answer

Yes, SereneAir offers special assistance for various needs. Infants cannot travel within 7 days of birth and are not entitled to baggage allowance, though a baby cot or pram can be carried free of cost. Pregnant passengers can travel up to 28 weeks with a valid medical certificate, and between 28-32 weeks with a medical certificate and an indemnity bond. Unaccompanied minors are permitted to travel. Visually impaired or blind passengers are allowed to travel but must be accompanied by an escort. Special meals can be pre-booked at least 24 hours before departure.

Question 7

What in-flight services does SereneAir offer?

Accepted Answer

SereneAir operates an all-economy class cabin designed with Boeing's Sky Interior, featuring LED mood lighting and spacious seating with extra legroom. Passengers are offered a full meal service onboard, with a different menu selection provided daily, including hot meals, cold snacks, and beverages. Special meals can be requested in advance. Passengers also have the option to pre-reserve their preferred seats during the booking process.

Question 8

Can I change my SereneAir flight booking?

Accepted Answer

Yes, SereneAir allows passengers to reschedule their flights based on availability and timings. However, changes typically incur extra charges, which vary depending on the flight type (domestic or international) and the timing of the modification. For domestic flights, modification charges can range from PKR 1000 to PKR 1,500. Serene Plus domestic flights may offer free ticket modification if done more than 48 hours before departure.

Question 9

How can I call SereneAir customer service from another country?

Accepted Answer

If you need to call SereneAir from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Customer Service
Saudi Arabia	+966 11 276 7779 Call now +966 12 650 3332 Call now
United Arab Emirates	+971 4 548 0575 Call now
WhatsApp	+92 311 1737363 Call now
Headquarters
Headquarters	+92 51 8491000 Call now +92 51 8491001 Call now

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