Checked baggage irregularities
Although we will do everything in our power to transport your
baggage on time and without any irregularities, they, unfortunately, can occur.
Please find information on carrier’s liability regarding checked-in and hand
baggage in General conditions of carriage
, and on the ticket cover. Any
irregularity has to be reported in the Lost & Found office at the airport of
your arrival. If you travel frequently and/or carry valuable or fragile items, you
may take out an insurance policy with an insurance company, considering that
carrier’s liability is limited.
Croatia Airlines authorised personnel will search for your
delayed baggage and organise its delivery free of charge as soon as it is found.
Your baggage details will be entered into our worldwide computerized baggage tracing system World Tracer
. We will advise you once your baggage has been received and arrange a convenient time for delivery.
In case you have not received your baggage within five days of
you arrival, please fill out the Inventory List form on this page and send it to
the Central Tracing Department by fax (+ 385 1 62 65 192) or e-mail: firstname.lastname@example.org
In case your
baggage has been delayed for more than five days which made it necessary for you
to purchase certain necessary items of clothes and toiletries, please send your
claim for reimbursement enclosing the copies of the receipts to our Customer
Relations Department (Croatia Airlines, Customer Relations
Department, Bani 75b, Buzin,10 010 Zagreb, Croatia; fax: 01 6160 152; email@example.com
claim will be processed shortly, and you will be informed about the final
settlement by post or e-mail.
If your baggage is not found after 45 days of tracing, it
will be considered lost. Your claim for reimbursement will automatically be
forwarded to the Customer Relations Department for further processing and you
will be informed about the final settlement by post or e-mail.
In our experience, it often
happens that most of the damages can be repaired. Therefore we advize you to
keep the receipt and enclose it with your claim.
You can send your
claim to our Customer Relations Department (firstname.lastname@example.org
) as soon as you fill in the claim
form. Your claim will be processed shortly, and you will be informed
about the final settlement by post or e-mail. In case of any
irregularities related to your baggage you should fill out the form which can be
found on this page.
Hand baggage irregularities
Airlines is liable for the damage of passengers’ hand baggage only if the damage
resulted by its fault. Even though the Lost and Found Service employees will do
everything to trace and deliver a lost personal item from a passenger’s hand
baggage Croatia Airlines does not accept any liability for its loss. In case you have
forgotten an item from your hand baggage on board one of our aircraft, report it
to the Lost and Found office at the airport of your arrival. If found by our
cabin crew, it will be delivered to the Lost and Found office whose employees
will contact you as soon as possible.