FAQ

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When should passengers arrive to airport?

Passengers are recommended to check-in 90 minutes prior to departure for domestic flights or 120 minutes prior to departure for international flights. If this is not viable, the minimum required check-in time is 45 minutes prior to departure time.

What luggage is allowed during travel?

Rules on quantity and dimensions of hand and checked luggage vary from air carrier to air carrier. Therefore, the passengers are recommended to check the luggage instructions and limits of individual operating carriers in their itinerary.

What is the difference between hand and checked luggage?

Checked luggage is luggage that is stored in the aircraft cargo area and is tagged on the flight ticket. Hand luggage (only one item is allowed) is taken on board the aircraft and may be placed in the overhead compartment or under the seat. However, due to the aircraft cabin configuration, some air carriers may ask passenger to leave the hand luggage at the door of the aircraft before boarding it. This luggage shall be tagged Delivery at Aircraft.


What are the hand luggage limits, may liquids be taken on board?

Liquids cannot be transported in hand luggage unless packed in individual containers/packages whose capacity does not exceed 100 ml or 100 gr, and unless they are contained in the re-sealable transparent plastic bag with a capacity of no more than 1 litre.

Transparent cosmetic bags can also be used to store liquids in the hand luggage. The content of the plastic bag has to be clear and visible, and the bag completely closed.

Liquids include: gels, pastes, lotions, liquid/solid mixtures, toothpastes, hair gels, drinks, syrups, contents of pressurised containers (shaving foams, deodorants and similar articles).

What items may not be taken on board the aircraft?

Without prejudice to security regulations, passengers are not allowed to enter the following items into the security restricted area and the cabin of an aircraft:

  • Firearms and other devices shooting ammunition or missiles
  • Stunning devices
  • Sharp objects
  • Work tools
  • Blunt objects
  • Explosives and inflammables

More information on prohibited items may be found on the link: liquids, dangerous goods, prohibited items.

What documents are required for travelling?

Before traveling, passengers are required to inform on necessary travel documents (visas and similar permits) and to obtain them. Incomplete papers or non-compliance with specific country entry/exit requirements may have negative consequences for the passenger (ban from boarding the aircraft, ban from leaving the country).

All additional information is available on the website of Ministry of Foreign and European affairs (www.mvep.hr) or on phone number +385 1 4569 964.

Do persons with disabilities or reduced mobility have additional rights?

Persons with disabilities or persons with reduced mobility are entitled to free assistance in airport (during arrival, departure and transit) and during the flight (for example: transportation of wheelchair and guide dogs for the blind). In order to exercise those rights, persons with disabilities or reduced mobility have to inform the air carrier of their special needs at least 48 hours prior to departure time.

What can passenger do if he/she feels his right have been violated?

In the case of:

  • long delays,
  • flight cancellation,
  • denied boarding,
  • downgrading,
  • protection of persons with disabilities or reduced mobility,

passenger first has to contact the air carrier, or the airport (in case of persons with disabilities or reduced mobility). If the passenger is not satisfied with the response or if the passenger does not receive any within 30 days from the appeal, he/she may file complaint to the Croatian Civil Aviation Agency or to the other competent body of an EU-member state.

The complaints are usually filed to the authorities of the state where the right violation occurred. If the violation took place in the non-EU departure airport, complaint may be filed to the national body responsible for the protection of passenger rights in the state of the arrival airport.