What to Do if Croatia Airlines Loses or Damages Your Baggage: An Expert Guide

Joanna Teljeur

By:  Joanna Teljeur

Last Updated:  20 June 2025

If you’ve had a baggage mishandling problem after a Croatia Airlines flight, you’re legally entitled to as much as $2,080. But this won’t be paid to you automatically. You have to take specific steps, and file a claim to get repaid for your lost or damaged baggage. In this guide, we’ll explain exactly what you need to do to get reimbursed by Croatia Airlines.

You’ve spent days tracking your baggage, but you can start your compensation claim in just a few easy stepsGet the compensation you’re owed.
Start your claim now!

Overview of Croatia Airlines Baggage Handling

One of the most common complaints passengers have about this airline is that the customer service is not helpful, particularly with regard to helping passengers with baggage problems.

You can see an example of this in the following TripAdvisor review from Kara S:

After spending 15 minutes at the lost and found, I was very politely and nonchalantly told that there was not a "record" of my luggage and it "should" be in Paris and to call tomorrow to see if it is on the next flight out. Well 14 days later, and still nothing! Every time I called the lost and found, it felt like I was putting them out. Each day, they casually said: no new information and to have a nice day. Nothing has been done as far as compensation.

You can avoid this kind of situation by keeping your checked bag tags, given to you at check-in, and taking the following steps. 

Also, it’s vital to make a note of all conversations you have with the airline about your situation. Ideally, you should take screen shots of reports and write down dates, times, and the names of Croatia Airlines staff that help you. 

This will all serve as supporting evidence that you checked your bags and took all the necessary steps required after realizing there was a problem.

Step #1: File a Baggage Irregularity Report

Don’t skip this step! Also be sure that you do this immediately at the airport or on Croatia Airline’s website. If you skip this step, your claim will be rejected. Not only that, but by completing the Baggage Irregularity Report (also called a Property Irregularity Report) you are proving that you followed the rules laid out in the airline’s contract of carriage.

Once you complete the report, keep a copy OR take a screenshot of the online form as you go as proof. Lastly, make a note of the report number. You’ll need this for baggage tracing and for a compensation claim.

Delayed & Lost Bags

You have up to 21 days after your flight to make a report. But again, it’s better to do this as soon as possible. The earlier you make a report, the faster your baggage issue will be resolved by Croatia Airlines. 

Damaged Bags

You have 7 days to make a report, but it’s better to do this immediately at the airport. Also, take photos of the damage.

If TSA Damages Your Bags

If the TSA damages your luggage you’ll see a notice inside your suitcase or a seal attached to the outside of your bags. Croatia Airlines is not responsible for damage caused by the TSA.

Contact them at 866-289-9673.

Timeframes for Making Baggage Reports & Claims

Step #2: Purchase Essential Items

Buy clothing, toiletries, or anything else to get by while your belongings are missing, BUT make sure you keep receipts. You will have to show proof of purchase to get reimbursed for these expenses.  

Step #3: Learn Your Rights for Baggage Mishandling

On international flights with Croatia Airlines, your rights are protected by the Montreal Convention.  It states that the airline must compensate you up to roughly $2,080 for lost, delayed, or damaged baggage. 

Knowing this can also help you because most of the time, airlines will assume you don’t know what you’re legally entitled to as a passenger. If you mention that you’re protected by this treaty, it could mean better customer service. 

Did you know that Croatia Airlines could owe you up to $650 for flight cancellations and delays? Find out if your flight qualifies by entering a few basic flight details in our compensation calculator.

Step #4: Submit Your Baggage Compensation Claim 

If you’ve taken all the previous steps, this one should be the easiest. 

You have between 21 days and 2 years to submit a compensation claim for baggage loss and damage, and up to 7 days of your flight make a claim for damage. 

Simply collect all your supporting travel documents, including the following, and send your claim via the form on the Croatia Airlines website. 

Include the following in your claim submission:

• Bag tag that you were given at check-in
• Boarding pass and other proof that you took your flight
• Photos of the damage (as applies)
• The PIR you completed
• Any additional communication with the airline or documents to support your case

? If you booked your flight through Croatia Airlines, but your baggage was lost on a codeshare flight, you will need to submit your claim to the operating airline.

Step #5: Wait for Your Payment

Once you submit your claim, you'll have to wait several weeks to a few months to receive your compensation payment. If you submitted all the correct information, it will take Croatia Airlines less time to process it, but the time it takes also depends on the complexity of your situation.

How to Prevent Baggage Loss and Damage

Here are a few tips for avoiding lost and damaged baggage in the future.

1. Remove old barcodes and tags from previous flights.
2. Add baggage labels. Add your name, email, and phone number to both the outside and inside of your bags.
3. Take photos of your suitcases. Photograph the contents as well as the exterior. This will help the airline locate your items if they’re missing. If your luggage is damaged, you will have a way of proving what it looked like prior to checking it with the carrier. You will also have an account of what you packed, so you can better itemize the contents as part of your report and claim.
4. Leave enough time between connections. Ideally, you should allow between 1.5 and 2 hours so your bags have time to be loaded. 
5. Check-in early so your bags have time to make it to your aircraft.
6. Don’t overpack! Overstuffed bags are more likely to be damaged during the loading process.
7. Don’t lose your checked luggage bag tag. So many passengers lose or throw away this little piece of evidence, but it serves as proof that you checked your suitcase. If the airline says they have no record of your bags, you can show them your bag tag.

AirAdvisor can Help

Need help with a baggage compensation claim? Let us help! We’ve been helping passengers since 2017 get the payouts they deserve. Our legal team can contact the airline and submit a claim on your behalf, so you don’t have to! Best of all, we only get paid if we win your case.

Claim with AirAdvisor and get up to $2,080 compensationFind out how much you’re owed today.Start your claim

Author:

Joanna Teljeur

Job/Position: Editor, Senior Writer

Joanna is a writer, editor, and consumer rights advocate.

•