How to request a refund and compensation from Croatia Airlines
Traveling can be exciting, but unfortunately, some inconveniences can occur such as cancelled flights, overbooked flights, delayed flights o lost luggage. The good news is that in many situations, the passenger has the right to request a refund and/or compensation.
In the specific case of Croatia Airlines flights, there are specific conditions and particular documents to be submitted, and we at Rimborso Al Volo are available to help you better understand the matter and assert your rights, guiding you through all the procedures.
The history of Croatia Airlines
Croatia Airlines is Croatia’s national airline and has been operating passenger air transport for over thirty years.
The company was founded on 7 August 1989 under the name Zagal – Zagreb Airlines d.d., initially dedicated to cargo and postal transport. On 23 July 1990, it officially changed its name to Croatia Airlines, becoming the Croatian national airline shortly before the country’s independence.
On 5 May 1991, the first scheduled passenger flight took off on the Zagreb–Spalato route, marking the start of scheduled civil air traffic.
During the 1990s, the company launched international routes, modernised its fleet and introduced aircraft such as the Boeing 737, ATR 42 and later the Airbus A319 and A320.
In 2004, Croatia Airlines joined Star Alliance, one of the world’s leading airline alliances.
Today, the company has its main hub in Zagreb, with operational bases also in Spalato, Dubrovnik and Zadar, connecting Croatia with numerous European destinations. The fleet is undergoing renewal with the introduction of Airbus A220 aircraft, alongside A319/A320 and Dash 8 aircraft for regional routes.
Croatia Airlines refunds and compensation: differences and case studies
Please be careful not to confuse the two, as there is a difference. A refund refers to the full or partial return of the amount paid (the cost of the ticket and any additional expenses incurred) and is generally granted because it was not possible to take the flight. Compensation, on the other hand, is a sum of money – the amount of which varies and is independent of the ticket price and whether the flight actually took place – to which the passenger is entitled to make up for the inconvenience suffered as a result of the airline’s inefficiency… but don’t worry, as we’ll look at both scenarios in detail.
Croatia Airlines refund: What is it and when are you entitled to it?
Passengers have the right to request a refund from Croatia Airlines, i.e. a refund of the money paid for the purchase of the air ticket or for any extra expenses incurred, in the event of:
- Flight cancellation and no suitable alternative offered
- the delay is such that it is pointless to continue the journey.
In such cases, you may request a refund for the unused ticket or the portion of the journey not taken.
Croatia Airlines compensation: What is it and when are you entitled to it?
Compensation is a monetary payment provided for by EU Regulation 261/2004 when the inconvenience is significant and directly attributable to the airline, as in the case of long delays, cancellations without adequate notice or denied boarding.
Financial compensation is standard and depends on the distance of the flight, not on the price actually paid:
- Flight canceled
- Delayed flight
- Overbooked flight
- Airline class downgrade
This regulation applies:
all flights departing from airports in the European Union (regardless of the airline)
flights arriving in the EU from non-EU countries if operated by European carriers, such as Croatia Airlines
The passenger does NOT have the right to claim any compensation when:
- was notified of the flight cancellation at least 14 days in advance
- adverse weather conditions (thick fog, storms, heavy snow, strong wind)
- strikes by third parties (e.g. air traffic controllers or airport staff);
- air traffic restrictions imposed by the authorities
- safety issues or health emergencies
- unexpected closure of airports or airspace.
- If the flight arrives at its destination with a delay of less than 3 hours, no compensation is payable, even if the disruption was caused by the airline.
- The company offers rebooking with times very similar to the original flight, in compliance with the limits set by the regulations.
- does not depart from an EU airport
- it is not operated by a European airline.
If the passenger is not entitled to compensation from Croatia Airlines due to exceptional circumstances, may they be entitled to a refund?
In the cases described above, the company is not required to pay compensation, but must still provide the assistance required (meals, drinks, hotel accommodation, transport, communications).
How much is the compensation from Croatia Airlines?
Based on the flight distance, the compensation provided for by EU Regulation 261/2004 requires the airline to compensate the passenger for the following distances:
- Up to 1,500 km – 250 €
- Between 1,500 km and 3,500 km – 400 €
- Over 3.500 km – 600 €
If the airline offers re-routing with an arrival time very close to that of the original flight, the potential amount may be reduced by 50%.
How to request a refund and/or compensation from Croatia Airlines?
Si potrà richiedere il rimborso Croatia Airlines per volo cancellato, overbooking aereo, ritardo aereo o circostanze eccezionali tramite l’apposita sezione del sito ufficiale della compagnia, utilizzando il modulo di richiesta online oppure attraverso la procedura di assistenza clienti, ad esempio nel caso in cui il biglietto sia stato acquistato tramite un’agenzia di viaggio.
To obtain financial compensation for the inconvenience suffered, where provided for by Regulation (EC) 261/2004, you will need to fill in the appropriate flight compensation claim form provided by Croatia Airlines, indicating all flight details and attaching the required documentation.
Tuttavia, spesso, capita che i passeggeri procedano solo con la richiesta del rimborso, principalmente perché non sono a conoscenza delle condizioni in cui è applicabile il risarcimento oppure perché viene detto loro che le cause della cancellazione o del ritardo erano di forza maggiore. Inoltre, la richiesta del risarcimento a Croatia Airlines può comportare delle difficoltà e dei tempi di attesa piuttosto lunghi senza avere la certezza di ottenere l’indennizzo. For these reasons it is always recommended to rely on a team of professionals such as that of Rimborso al Volo who will handle all the paperwork for the passenger and verify everything the airline says about any exceptional circumstances to find out if they are actually entitled to compensation as well.
How to obtain a refund and/or compensation from Croatia Airlines with the help of Rimborso Al Volo?
We offer a service to obtain financial compensation from Croatia Airlines depending on the inconvenience caused by the flight.
By relying on the Rimborso al Volo staff for your Croatia Airlines refund and compensation request, the process will certainly be quicker than if you made the request independently. In case you go through legal channels, the team will seek the cooperation of legal experts to enforce your rights to the fullest!
Fill in the form and request your Croatia Airlines refund.
FAQ Flight disruptions Croatia Airlines
My Croatia Airlines flight departing from Italy has been cancelled: am I entitled to compensation?
You can submit requests for refunds and compensation for flight cancellations with the assistance of intermediaries such as Rimborso Al Volo.
The flight was cancelled due to bad weather: are you entitled to compensation?
You can submit requests for refunds and compensation for delays with the assistance of intermediaries such as Rimborso Al Volo.
Can I get both a refund and compensation for the same flight?
My flight was code-shared with another airline: can I still claim compensation?
It depends on who actually operated the flight. If the flight was operated by Croatia Airlines and meets the EU criteria, you are still entitled to compensation.
How long do I have to submit my claim for compensation?
Problems on the Flight? Get compensation up to 600€
Get compensation in the event of a delay, cancellation or overbooking occurred within the last 2 years.
