Croatia Airlines

✅ Trip Verified | I wish I had researched before booking with this awful airline. My wife and I flew from Milan (MXP) to Split (SPU) on September 22, and my bag never arrived. We were upset but followed the procedure, filed a PIR report with Split Lost and Found, and were told the luggage would likely arrive the next day. We naively thought, "Okay, let’s try to enjoy the trip, and tomorrow we’ll have our things." How wrong we were. Once you deal with their customer service, you realize no one cares enough to help. They just say, "It’s not in our hands; contact Lost and Found." Lost and Found, in turn, says it’s up to the airline. The lack of communication and cooperation is shocking. The situation got worse when I was told my bag wouldn’t be sent to Split until September 26—four days later. So, we were at a beach destination without proper clothing. We had to buy essentials and file a report in the hope of reimbursement, though reviews suggest that’s unlikely. Imagine spending hours of a short vacation shopping for clothes. It may not sound like a big deal, but try finding beachwear at the end of September when stores are only selling autumn clothes. And all the while, we were calling and emailing Croatia Airlines and Lost and Found every day, only to get little to no response. By September 26, the day they originally said the bag would be sent to Split, we were no longer in Split. I had already asked two days earlier for the bag to be sent to Madrid, our next destination. Yet, on September 27, to my shock, they sent it to Split despite my clear instructions that we wouldn’t be there. I continued calling and emailing anyone I could find, but no one replied with any useful information. It doesn’t matter who you contact, even the CEO—no one responds. They are utterly incompetent. I got more help from Iberia (who wasn’t responsible for the lost bag) using the PIR number than from Croatia Airlines. Finally, on September 28, my bag arrived at Madrid Barajas Airport at 12:30 AM on an Iberia flight (they’re the heroes of this story). I was told I’d be contacted for delivery once it arrived, but that call never came. I spent my last day in Madrid calling Croatia Airlines—no answer. I sent countless emails—no response. It was Saturday, so I guess they were resting without a care in the world. On September 29, the day of my return flight, I went to the airport early to try and find my bag. Still no word from Croatia Airlines -- it was Sunday, probably still resting with complete peace of mind. At the airport information desk, they let me into the arrivals area where Lost and Found is located. Since the bag was sent on an Iberia flight, I went to their desk. The staff there was surprised at my bag’s journey: Milan, Vienna, Split, Zagreb, and finally Madrid. After some patience and tracking, they finally found it. After an entire trip without my belongings, I got the bag just before checking in to fly back home. My vacation was ruined, and even if I’m reimbursed a few hundred dollars for clothes, I spent far more on flights and hotels only to waste my time dealing with Croatia Airlines' incompetence. Be warned: if you fly with Croatia Airlines and encounter an issue (lost bags, delays, etc.), you’ll get no help. They’ll make minimal effort, if any, on your behalf.

Not Verified | Extortion. We paid around 950 Euro for a 1h hour flight. There were no other options when booking. Later discovered there is a monopoly to use only this airline from Split Airport. Others on the plane paid more. To make things worse, seat selection was useless despite paying for extra leg room. They made us move to the back of the plane to balance the weight. We were not allowed to take our carry on luggage as the plane was a small propeller old clunky dirty piece of junk. To make it worse the overhead storage cabinets were mostly empty. We were only given water. The staff were great but Croatia Airlines are an absolute rip off. We learnt the hard way. Will NEVER fly with this airline ever again.

✅ Trip Verified | Poor schedule after delayed without information. Changes of gate without proper information. Exhausted air crew, no space for backpack overhead.

Not Verified |   We had a very bad experience with Croatia Airlines. They have truly terrible customer service and do not care about customers, nor do their italian counterparts in the bag retrieval department. My bag was lost on a direct flight. How does that happen, well it does on Croatia airlines, it ended up somehow in Germany and it took them 3 days to find it. Woman clerk at split airport mentioned my partner's name several times on a long call while we waited to check our bags, and when we asked what it was about she said had nothing to do with us, weird. Then bags were mistagged and his bag was tagged as mine and mine tagged as his went missing. Trying to find anything out was awful with their baggage tracking was offloaded to a company that literally hung up the phone on me repeatedly. Then they once again handed responsibility off to another company to deliver the bags, with no ability to find out what time or day it would arrive. We were traveling and had days activities planned, well forget that, we had to literally not leave our apartment in case they showed up, which driver came at 830pm, and he said he had been working for 24 hours straight delivering lost bags. I believe it! No apology, no compensation, no concern. Avoid if you can!

Not Verified | We flew from Dubrovnik to Athens and then Athens to Zagreb on Croatia Airlines. They were on time within 15 minutes for both flights. You drop your bag on the tarmac and they load it into the belly of the plane. And then you pick it up directly from the tarmac after the flight, so there is very little chance for lost luggage which I like. They allow a smaller carry-one bag as well. They did not weigh our bag or try to charge us for anything extra. We were allowed to pick our seats for no charge. The seats are standard and comparable to Southwest airlines for leg room and space. We were served water and drinks on both flights. For the price we paid, it was a great deal. Some people might be nervous about flying a propeller plane, but it was a very smooth flight in both directions with almost zero turbulence and a very smooth landing. If you had to fault them for one thing, it would be nice to have some in flight entertainment. Other than that, it was a perfect flight. Definitely recommend.

✅ Trip Verified | As long term KL platinum/gold booked to Split. 2nd leg Zagreb to Split by Croatia Airlines. Once I arrived in Zagreb I found that was flight was cancelled, which can happen. I was rebooked at flight 5 hours later and provided with lounge access to overcome 4 hours. However, they did not let me in, over unfriendly staff and they just let hang around their clients and spend money in the bars. This was a one time experience.

Not Verified | My recent experience with Croatia Airlines was marred by the worst customer service I've ever encountered. The staff appeared disinterested, unhelpful, and lacked basic courtesy. Passengers were treated as inconveniences rather than customers. The flight was uncomfortable, but it was the shocking attitude of the airline's personnel that truly made this trip unforgettable for all the wrong reasons I strongly advise looking for alternatives to Croatia Airlines.

Not Verified | For those of you wanting to travel with Croatia Airlines! One of the WORST airlines to deal with from personal experience. I am by all means not a difficult or needy person, and generally don't have the need for posts like this. But my limits have truly been pushed! We travelled to Croatia on July 15th, when my daughters luggage didn't arrive. We filed a report after waiting in line for God knows how long with a baby and a 2 year old. Long story short, I still didn't receive the luggage or any form of payment from Croatia Airlines as it is now their responsibility to do so. I had to scramble and buy clothes, diapers, formula and other things necessary for my 4 month old at the time. Definitely not the expense I had intension of having. The airline is very slow at getting back to me about any information at all times. The phone numbers listed on their website, are all out of service when you try to call at any time of day/night. I have filed numerous complaints and sent emails with detailed amounts of things and their cost in the luggage. Emails were sent to any form of contact I was able to receive. Still no word of location of the luggage or pay-outs of any sort. Unfortunately, we have no desire to go or suggest to anyone to go and visit this country, due to rude and short tempered staff you have to deal with no matter what the problem might be.

✅ Trip Verified | The interior of plane such as window frame, seats, seats belt, plastic back from back of the seats are in bed condition (broken, over used, not clean, with very old commercial stickers on plane seats). Cabin personnel - overall rate - referring to uniforms are very rustic. Meaning that cabin crew need to have fresh look, tided hair and clean uniforms. Informing passengers for delay of flight - 30 minutes we were waiting just for answer when we can expect our flight. On top of that no service personnel on gate 16 at all / not even from Company responsible staff to explain. Believe that this company need to do more about overall organisation and staff.

Not Verified | We recently did a flight from Dubrovnik to Frankfurt and I experienced what is akin to schoolyard bullying type behavior from one of the female cabin crew. I was asked to place my carry on luggage under my feet and advised the female crew member that I would like to leave my pack in the overhead luggage due to having long legs. There was plenty of space in the compartments surround me so it shouldn’t have been an issue. The crew member was quite nasty but eventually agreed, late on in the flight I fell asleep and my knee was slightly out in the aisle but certainly not enough to prevent the drinks trolley from passing me without incident. I was woken quite suddenly by a sharp pain in my knee only to find the trolley had slammed into it. I said to the flight attendant that she could have woken me to ask me to move it only to have been given a very ride look and her muttering obscenities under her breath, which I chose to ignore. Later in the flight when she was collecting rubbish, she took all the empty cups from the passengers around me but totally ignored me and refused to take my empty cup. Other passengers obviously noticed this rudeness as they had witnessed the other events earlier. One even asked me to make a complaint but I chose not to as it wasn’t worth the trouble. Basically I was treated in a disgusting and childish way and even ended up having a large bruise on my knee. Disgraceful behavior to say the least.