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: tracing.hdq@croatiaairlines.hr.

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; customer.rel@croatiaairlines.hr). Your claim will be processed shortly, and you will be informed about the final settlement by post or e-mail.

Lost baggage

 

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.

Damaged baggage

 

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.

Pilfered baggage

 

You can send your claim to our Customer Relations Department (customer.rel@croatiaairlines.hr) 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.

Croatia 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.