Pursuant to article 87. par.3 of the Act on Obligatory and Proprietary Rights in Air Traffic (OG 132/98, 63/08, 134/09 and 94/13), Croatian Civil Aviation Agency is the competent national enforcement body for air passengers' rights in following situations, and in line with Regulation (EC) 261/04 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights (OJ L 46, 17.2.2004), and Regulation (EC) 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air (OJ L 204, 26.7.2006):
- Long delay
- Cancelled flight
- Denied boarding
- Infringement of the rights of disabled persons and persons with reduced mobility
In the above mentioned cases the passenger should first contact the airline or, for issues related to disabled persons or persons with reduced mobility ,the airport. If the passenger is not satisfied with their response, or if he/she hasn’t received any response within 30 days of delivery, a complaint can be filed with Croatian Civil Aviation Agency or other Member State’s National Enforcement Body (NEB).
Complaints should in principle be filed in the country where the incident took place. If the incident took place at the airport outside the EU, complaint can be filed to NEB in the Member State of flight destination.
A list of National Enforcement Bodies and further information on EU passenger rights can be found at: http://www.apr.europa.eu/