If your flight is delayed, overbooked or cancelled last minute, you have a right to care.
This means that you have a right to complimentary meals and a free hotel stay.
In the event of a delay, overbooking or last-minute cancellation of your Croatia Airlines flight, you have a right to certain services without any charges. If the delay is 3 hours or longer, you should be given a voucher for food and beverages free of charge. For those experiencing overnight delays, Croatia Airlines should offer you a hotel stay at no expense.
Right to Care From Croatia Airlines
European legislation provides protection to air passengers.
This means that passengers journeying on European carriers have a right to care, which Croatia Airlines avails to all of its flights to and from the European Union. This is enforced by Regulation (EC) No 261/2004.
If you are flying with a non-European airline such as Qatar Airways or Emirates, these customer protections apply to their flights departing from European airports.
Short Delays (3+ Hours)
You can get: meal and refreshments.
Should your delay last for a minimum of three hours but is still relatively minor and takes place within daylight hours, Croatia Airlines is obligated to offer you meals and beverages at no cost. You are also entitled to two free phone calls, emails or faxes. This is typically provided in the form of vouchers.
Long Delays (Overnight)
You can get: meals, beverages, hotel accommodation, and airport transfers.
If you experience an overnight delay, Croatia Airlines is committed to providing you with free meals, refreshments, accommodation, and transfers to and from the airport. If you have not received information regarding these arrangements, please get in touch with Croatia Airlines promptly.
How to Get Free Food and Free Hotel Accommodation?
If you find yourself stuck at the airport for an extended period, Croatia Airlines is required to cater to your needs by providing free food, complimentary hotel accommodation, and free airport transfers during the wait. You shouldn’t have to ask for these services; they should be given to you during the delay.
If these services are not offered, it is crucial to take the initiative and approach the Croatia Airlines customer service desk to ask about them. According to European laws, the airline is obligated to provide these facilities at no charge in the event of qualifying delays.
On rare occasions, if the airline neglects to organize these services for you, you might need to make these arrangements personally. Maintain all receipts and proof of expenses related to food, beverages, transfers, and hotel accommodation. With the collected proofs, you can forward a compensation request to Croatia Airlines, outlining your costs during the delay. Make sure you provide all essential details for a smooth reimbursement process.
Extraordinary Circumstances
Let’s start with a definition.
What Are Extraordinary Circumstances?
Extraordinary circumstances are unforeseen situations that are beyond the airline’s control, leading to flight delays, cancellations, or other changes. Such circumstances can include extreme weather events, strikes not related to the airline, security threats, political unrest, or concealed technical glitches that compromise the flight’s safety.
During these scenarios, although passengers may face inconvenience, the airline is exempt from providing compensation under Regulation (EC) No 261/2004.
However passengers still have a right to care.
Are Technical Problems Considered Extraordinary Circumstances?
In the majority of cases, technical complications are not deemed extraordinary circumstances under Regulation (EC) No 261/2004. The regulation specifically mentions that technical difficulties that emerge from the regular operation of an airline are not extraordinary, as they are within the airline’s control.
These could be routine maintenance or minor repairs. These issues are part of the airline’s standard duties and cannot be used as an excuse to avoid providing passenger care or compensation.
Nonetheless, if it’s a hidden manufacturing defect that threatens the flight’s safety, it could be categorised as extraordinary. This is because such situations are infrequent, pose an immediate threat to the safe operation of the aircraft, and do not fall under the airline’s routine technical operations.
Right to Care in Extraordinary Circumstances
Even during extraordinary circumstances, passengers have a right to care.
Although Croatia Airlines may not be required to offer compensation for delays or cancellations due to factors beyond their control, the airline is still obligated to ensure your comfort during the waiting time. This obligation includes providing food, drinks, and accommodation in case of significant delays.
The same principle is valid for providing an alternate travel method in case of flight cancellation – you have a right to it.
Right to Care: FAQ – Croatia Airlines
In this section, we will clarify some of the frequently asked questions regarding passengers’ right to care during flight delays and cancellations with Croatia Airlines.
What Does the “Right to Care” Entail?
The right to care involves the responsibilities airlines have towards their passengers during instances of flight delays, overbooking (denied boarding) and flight cancellations. Under European law, airlines are required to ensure passengers’ comfort in these situations, providing free meals, refreshments, and accommodation if required.
Do I Have a Right to Care If My Flight Is Delayed?
In the event of a delay exceeding 3 hours, Croatia Airlines should automatically provide you with amenities such as complimentary meals and refreshments, and necessary overnight accommodation if required. If these services are not offered, you can contact the Croatia Airlines customer service desk at the airport.
Alternatively, you can personally pay for these services and later apply for reimbursement.
Do I Have a Right to Care If My Flight Is Canceled?
Absolutely, if your flight is cancelled, you have a right to care.
Croatia Airlines is obligated to provide you with meals, refreshments, and necessary accommodation, alongside an alternative means of reaching your destination. If the cancellation is due to the airline’s fault, you also have a right to flight cancellation compensation.
Read more: Last-Minute Flight Cancellation: Your Rights
Do I Have a Right to Care if My Flight Is Delayed or Cancelled Due to Extraordinary Circumstances?
Yes.
Even during extraordinary circumstances, which are situations beyond the control of the airline, the right to care is still applicable.
This implies that if your flight is delayed or cancelled due to severe weather, security threats, or labour strikes, you are still entitled to free meals, refreshments, and accommodation if needed.
How Do I Apply for Reimbursement If I Paid for My Accommodation and Meals?
Should you need to pay for your meals, accommodation, or airport transfers due to a failure on the part of Croatia Airlines, ensure to keep all receipts and proof of purchase. You can submit these, along with a detailed account of your expenses during the delay, to Croatia Airlines for reimbursement.
Bear in mind that this policy only covers essential expenses.
Do I Have a Right to Care on All Croatia Airlines Flights?
The right to care applies to all Croatia Airlines flights to and from Europe.
As Croatia Airlines is an EU airline, the right to care under Regulation (EC) No 261/2004 applies to all its flights both departing from and arriving in Europe. However, with non-European airlines, this regulation is only applicable to flights departing from Europe.
Is This Applicable Only to Europeans?
No, the right to care is relevant to all passengers on Croatia Airlines flights, irrespective of their nationality. The regulations that establish the right to care are Regulation (EC) No 261/2004 and Regulation UK261. These regulations stipulate that any airline operating within Europe must provide care and compensation for affected passengers when necessary. Thus, the right to care applies to all passengers on Croatia Airlines flights.
The exception applies to non-European airlines, where this regulation is only applied to flights departing from Europe.
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.