Croatia Airlines Complaints: Contact Information, Common Issues & Tips

Hi! I already contacted the airline by fillling the compensation form. They replied saying that: Dear Mrs. TeranCuadrado, We would like to express our sincere regrets for the unpleasant situation that accompanied your trip from Mostar to Zagreb on 9th of June 2025. We fully recognize the importance of on-time performance and understand that flight schedule changes inconvenience our customers. No matter how much we would like to operate according to the timetable, we regret to say that, unfortunately, there are certain unpredictable situations that carriers are not able to avoid. Please be informed that on 8th of June Zagreb Airport was closed for traffic for almost ten hours after an aircraft of Air Pannonia (Cessna 525 Citation Jet) skidded off the runway. The closure of Zagreb Airport had affected all carriers operating to and from Zagreb Airport. All of our aircrafts with Zagreb as their destination were rerouted to other airports which caused consequential delays during the morning of 9th of June as the traffic consolidated. Since the flight was delayed due to the situation is caused by a cause outside the airline’s sphere and as that it is considered as extraordinary circumstance, as per applicable regulations the carrier is not obliged to pay any financial compensation. We are unfortunately not able to cover any expenses which are not covered by the contract between the carrier and the passenger - such as costs of separate tickets with other airlines. We recommend travel insurance for such occurrences. We can understand that your prolonged arrival to Zagreb could have disturbed your private or business arrangements and we sincerely apologize. We hope that you will look upon this experience as an exceptional case and will remain our customer in the future, under more favourable circumstances. We shall welcome this opportunity to regain her goodwill and confidence. Best regards, Odnosi s korisnicima Customer Relations Department Croatia Airlines Bani 75 b, Buzin, 10 010 Zagreb Croatia F +385 1 616 01 52 customer.rel@croatiaairlines.hr www.croatiaairlines.com In response to this I emailed them saying: Dear Croatia Airlines Customer Service, Thank you for your response regarding the disruption of my scheduled flight on 9 June 2025 from Mostar to Zagreb, originally planned for 06:00 AM. While I acknowledge the incident at Zagreb Airport on 8 June, I respectfully request a reconsideration of your position regarding my right to compensation under EU Regulation (EC) No 261/2004, based on the following justified points: 1. Your email states that the Zagreb Airport closure was the cause of the disruption. However, official records show that the airport resumed full operations by 00:51 AM on 9 June (as confirmed by NOTAM and flight records). Flights began taking off as early as 05:45 AM, including: Ryanair to Malmö and Dublin Lufthansa to Frankfurt and Munich KLM to Amsterdam Croatia Airlines to Dubrovnik and Brussels This demonstrates that Zagreb Airport was fully operational and handling commercial traffic during the time of my originally scheduled flight. 2. Regulation (EC) No 261/2004 defines extraordinary circumstances as those truly beyond the control of the airline, such as weather events, political instability, or air traffic management decisions. However, when the underlying cause (e.g., airport closure) is resolved, the airline is expected to resume operations without undue delay. Given that other carriers—and Croatia Airlines itself—resumed departures from Zagreb on the morning of 9 June, the cancellation of my flight and the 12-hour delay via Sarajevo was not an unavoidable consequence of the earlier disruption. 3. I was rerouted via Sarajevo, with a replacement flight departing only at 5:30 PM—over 11 hours later. While I appreciate the transportation and sandwiches provided, this falls short of the standard for timely rerouting under Article 5(1)(c) and Article 8(1)(b) of EC 261/2004. 4. In accordance with the Regulation and established case law (e.g., CJEU rulings Sturgeon, Wallentin-Hermann), passengers are entitled to €250 (for flights < 1,500 km) when: The flight is cancelled or significantly delayed, The airline is not able to prove that all reasonable measures were taken to avoid the disruption, and The replacement flight arrives more than 3 hours later at the final destination. All three conditions are met in my case. In this concern, I kindly request that Croatia Airlines: Reassess my eligibility for compensation of €250 under Regulation (EC) No 261/2004. If compensation is denied again, provide detailed evidence that my flight could not have operated despite Zagreb Airport being open and handling flights at the scheduled time. Issue a formal reply suitable for submission to the Croatian Civil Aviation Agency (CCAA) or an EU alternative dispute resolution platform. Thank you in advance for your understanding and for reviewing this appeal in accordance with European air passenger rights. I look forward to your favorable reply. Sincerely, Glenda Teran Cuadrado I sent this on the 20th of June and I have been following up without any answer. I would highly appreciate your help in this regard. Regarding the requested information: I was supposed to get my final destination ( Saudi Arabia) on the 9th of June at 7:00 PM. Due to this inconvenience I got there on the 11th of June at 5:00 AM. Croatia airlines said that since I was not traveling to Saudi Arabia with them, they were not responsible for anything but just to get me to Zagreb that was the destination with them. They provided us just with a sandwich at the Mostar airport and transportation from Mostar to Sarajevo to take the flight to Zagreb that was supposed to be at 4:00 PM but I took off at 5:30 PM. As you can observe, I did loose money paying the penalty for my other flight, accommodation, taxi, meals

Our flight from Dubrovnik to Athens was cancelled by Croatian airlines on the 8th June - They didn't give us a reason for this cancellation and they told us at approximately 7pm. We were due to arrive in Athens on the 8th June at 7:20pm. We did not arrive in Athens until 4:40pm pm on the 9th June. The airline put us up in a hotel near Dubrovnik airport on the night of the 8th June and we were re booked on a flight leaving on the 9th June to Athens. We originally had return flights booked from Athens to Skiathos departing on the 9th June and returning on the 12th June with a night's accommodation in Athens on the 8th June since our flight to Skiathos departed early in the morning on the 9th June. Due to the cancelled flight, we had to re book 1 night accommodation in Athens for the 9th June. This is because there were no flights departing from Athens to Skiathos on the 9th June after our arrival. We also had to book a new return flights from Athens to Skiathos departing on the 10th June and returning on the 12th June. We also had to pay for the transfer on the 9th June from the hotel near Dubrovnik which Croatian airlines put us in to take us to the Airport. The delay meant that we missed 1 full day of our planned time with friends in Skiathos. We had planned 3 days with them but was cut short to 2 days. The airline provided a 10 euro voucher for each of us to buy refreshments. Transport to the hotel from the airport and we were provided with a cold dinner and breakfast at the hotel.

No reason to delay the flight. Same happened to the flight Barcelona to Zagreb with same company: Air Croatia

The original flight was 22:00 from Zagreb to Sarajevo. We were informed that the flight got cancelled at around 21:50. I am not aware of any reasons. The airline booked us an hotel and provided a bus. The offered flight was the next day at 14:50 departure and 15:40 arrival. I have missed a day in my very short vacation.

Right after dropping off the luggage, near 3 hours prior to departure we were informed on the delay. We were more than 7,5 hours waiting for the departure. Company offered only 1 voucher of 7 euros per person for food. however at the airport the few options available were much more expensive than the amount given. on average we paid around 17 eur per person. Deducted the voucher received, the additional cost was about 50 eur.

Flight from Zagreb was late and we missed out conected flight to Dublin. Because of that we are now at airport 9 hours more.