Overview
Croatia Airlines’ missed flight policy outlines options for passengers who fail to board their scheduled flight due to personal reasons, airline-related delays, or other circumstances. The policy is governed by fare rules, ticket type, and EU/UK Regulation 261/2004 for flights departing from or landing in the EU/UK with Croatia Airlines as the operating carrier. As a member of Star Alliance, Croatia Airlines adheres to specific protocols for passenger rights.
Key Policy Details
- No-Show Policy: If you miss your flight without canceling in advance, it is considered a "no-show." Non-refundable tickets (e.g., FlyEasy or FlyOpti) lose their value, and the entire itinerary may be canceled as tickets must be used in sequence. Refunds are not available for no-shows unless specified by fare rules. You may request a refund for unused taxes and fees.
- Non-Refundable Tickets: For non-refundable tickets, no refunds are provided for missed flights. Rebooking may be possible, subject to availability, fare differences, and change fees (typically €50-€150, depending on fare type and route). Changes must be made through the booking channel or airport staff.
- Refundable Tickets: FlyFlexi or FlyBizz tickets may be eligible for a refund of the unused portion, less any applicable fees, if requested within one year from the ticket’s issue date. Refunds can be processed through the website or customer service for tickets purchased directly from Croatia Airlines.
- 24-Hour Cancellation Policy: For bookings made directly with Croatia Airlines, you can cancel or change your reservation within 24 hours of purchase without penalty, provided the booking is made at least 7 days before departure. This applies to all fare types but excludes additional services like baggage fees.
- Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a Croatia Airlines-operated flight within the same booking, the airline will rebook you on the next available flight at no additional cost. If the delay exceeds 3 hours at your final destination and is within the airline’s control (e.g., technical issues or crew scheduling), you may be eligible for compensation of €250 for flights up to 1500 km, €400 for flights between 1500-3500 km, or €600 for flights over 3500 km under EU/UK Regulation 261/2004.
- Assistance for Delays: For delays of 2+ hours within the airline’s control, Croatia Airlines provides meals and refreshments proportional to the waiting time, plus communication access (e.g., two phone calls or emails). For delays of 5+ hours, you may choose a refund or rebooking. Overnight delays include hotel accommodation and transport if available.
- Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control, or non-airline strikes). The airline will assist with rebooking or refunding unused taxes and fees.
Steps to Take if You Miss Your Flight
- Contact Croatia Airlines customer service immediately via the website, mobile app, or airport customer service counter to discuss rebooking or refund options.
- Provide your booking reference and explain the reason for missing the flight to determine eligibility for rebooking, refunds, or tax refunds.
- Check your ticket’s fare rules to understand applicable fees, restrictions, or refund eligibility.
- Submit claims for compensation or refunds to the Customer Relations Department by post to Croatia Airlines, Customer Relations Department, Bani 75b, Buzin, 10010 Zagreb, or via the online form, including your name, contact details, booking reference, and supporting documents.
- Keep documentation (e.g., boarding passes, receipts) for any claims or expense reimbursements.
Note: Policies vary based on ticket type, fare rules, and booking channel (direct or through a travel agency). For code-share flights, the operating carrier’s rules may apply. Always review fare conditions at booking, arrive early (2 hours for domestic, 3 hours for international flights), and consider travel insurance for added protection. Check-in closes 60 minutes before departure, and passengers must be at the gate 45 minutes prior.
Additional Information
If Croatia Airlines cancels or delays your flight by 3+ hours, you may choose a refund, rebooking, or compensation, depending on the circumstances. Refunds are processed within 7 days for unused tickets or taxes under EU/UK regulations. Compensation claims for delays or cancellations must be filed within 3 years for EU/UK flights. Always retain documentation for expenses incurred due to a missed flight. For more details, review Croatia Airlines’ General Conditions of Carriage or the Air Passenger Protection Regulations.
