Quick answer: Three cases at Zagreb Franjo Tuđman Airport (ZAG). An item left in the terminal goes to the Lost Property Office on Level 2 (+385 1 4562 170, [email protected], daily 08:00 to 18:00). An item left on the aircraft is your airline's responsibility. A checked bag that did not reach the carousel is the airline's too, reported at the baggage desk in Arrivals before you leave.
Last updated: May 25, 2026. Lost Property Office hours, contact details and the Havas ground-handler relationship cross-checked against the official airport site (zag.aero) on this date.
The three cases, and who handles each
Where you lost the item decides which office you contact. The three cases below have different owners and different processes. Pick the one that fits before reading on.
| Case | Who handles it | First step |
|---|---|---|
| Item left in the terminal (public areas, gates, restrooms, cafés, security trays) | Airport Lost Property Office (Level 2) | Email [email protected] or call +385 1 4562 170 |
| Item left on board the aircraft | Your airline (its ground agent) | Contact the airline directly using its lost-property channel |
| Checked bag did not arrive on the carousel | Your airline (baggage service desk) | File a Property Irregularity Report at the desk in Arrivals before leaving |
Lost Property Office at Zagreb Airport
The airport's Lost Property Office handles items left anywhere in the terminal. It is run by Havas-zemaljske usluge d.o.o., the airport's ground-handling contractor, on the airport's behalf.
Where it is
Level 2 of the passenger terminal, Landside Departures, near the Information Desk and before the security checkpoint. See our terminal layout on Level 2 page for the floor plan.
Opening hours
08:00 to 18:00, seven days a week, as published by the airport. The Havas Lost & Found function operates on slightly longer hours via email ([email protected], 08:00 to 20:00). Outside office hours, email is the only contact channel.
How to contact
The headline contacts are +385 1 4562 170 (Information Desk) and [email protected]. The Havas-direct channel is [email protected]. All three reach the same pool of items. Email is better for non-urgent enquiries; phone is faster for items lost in the last few hours.
What to include in your report
Be specific. Date and time you last had the item, terminal location (gate, café, restroom, security lane), description (colour, brand, distinguishing marks), photos if you have them, and proof of ownership for high-value items. Give your full name, email and a working phone number.
How long they hold items
The standard holding period is 30 days. After that, items move into the official disposal or auction process under Croatian law. Items with personal data (passports, ID cards, payment cards) are handled separately. Lithium batteries and power banks are not stored because of fire risk.
Collection
Collect in person during opening hours with a valid government ID. To authorise someone else, send a signed letter naming the collector, a description of the item and a copy of your ID; the collector shows their own ID at the counter. Postage is available at your cost; confirm the total in writing before shipping.
Items left on the aircraft
Why this is your airline's responsibility, not the airport's
The aircraft cabin is cleaned by the airline's ground agent. Items found by cabin crew or cleaners go into the airline's own lost-property process, not the airport's. If you call the Lost Property Office about a phone left in seat 23B, you will be redirected to your airline.
How to contact your airline
Each airline has its own lost-property contact, published under Customer Service or Baggage. Some use a central email; others require a structured online claim. See our airline contact list for the carriers operating from ZAG.
Realistic response times
Airline processes are slower than the airport's. Expect 7 to 14 days for an initial response, longer at peak season. Some airlines pass aircraft items to the airport's Lost Property Office; others use a third-party processor that may charge a recovery fee. Ask about the fee before you agree.
Lost checked baggage (did not arrive on the carousel)
The short version
If your checked bag did not reach the carousel, it is the airline's problem. Go to the airline's baggage service desk in the baggage claim hall before you leave and ask staff to file a Property Irregularity Report (PIR). They enter the bag into WorldTracer, the global tracing system. Our lost checked baggage workflow covers the full PIR process and the claim path. Knowing when your bag's flight landed matters; see live arrivals board.
The 24-hour and 21-day deadlines
File the PIR before you leave the airport; same-day is the strongest position. For damage, notify the airline in writing within 7 days. For delay (not formally lost yet), claim within 21 days from when the bag should have been delivered. After 21 days with no trace, the airline declares the bag lost and the compensation clock starts.
Compensation route
Compensation for lost, damaged or significantly delayed checked baggage is capped under the Montreal Convention at roughly €1,500 per passenger (around 1,288 SDR). The cap is a maximum, not a guarantee; the airline pays actual loss up to the ceiling, with receipts. See EU 261 and Montreal Convention compensation for the claim process and the EU protections alongside it.
What if your item was already handed in?
Check the airport's process before visiting
The official airport site (zag.aero) does not currently publish a public Lost Property database for self-search. You report the loss and the office checks inventory against your description. If you are still at the airport, the Information Desk on Level 2 can do a quick check during opening hours and can forward your report if the office is closed.
Email the office before visiting
If you have already left, email [email protected] (or [email protected]) with a description and where you lost it, before making a trip back. Staff can confirm whether a matching item has been handed in. If you are abroad, email is the only realistic channel.
Tips that actually help
Photograph your items before you fly
Take photos of your checked bag, hand luggage and any high-value items before you leave. Photos make a PIR or Lost Property description specific. For electronics, screenshot the serial number from the device's settings.
Add a contact card inside checked bags
The handle tag can fall off in transit. A printed card inside the bag with your name, email and phone number gives the airline a second route. Email and phone are enough; do not put your home address.
AirTag or Tile-style trackers
Bluetooth trackers (Apple AirTag, Tile, Samsung SmartTag) inside checked bags are allowed at ZAG. The coin-cell battery is treated as installed, not as a spare lithium battery. Trackers help confirm the bag is at the same airport as you. Log the tracker's serial number for ownership proof.
Act within the first 24 to 48 hours
The probability of recovery drops sharply after 48 hours. Items left in the terminal that are not handed in within a day are often picked up by other passengers. Email the same evening you fly. A registered loss with a reference number is the first step in any later claim.
Frequently Asked Questions
Where is the Lost Property Office at Zagreb Airport?
On Level 2 of the passenger terminal, Landside Departures, near the Information Desk and before the security checkpoint. The office is run by Havas-zemaljske usluge d.o.o. on the airport's behalf. Daily hours are 08:00 to 18:00. Contact: +385 1 4562 170 or [email protected].
What do I do if I left something on the plane at ZAG?
Contact your airline, not the airport. Items on board the aircraft are the carrier's responsibility; the cabin is cleaned by the airline's ground agent. See our airlines page for each carrier's contact path. Some airlines pass items to the airport's Lost Property Office; others retain them.
How long does Zagreb Airport hold lost property?
Items are typically held for 30 days before they go through the official disposal or auction process. The clock starts when the item is registered. Lithium batteries and power banks are not stored at the office because of fire risk.
Can someone pick up my lost item on my behalf?
Yes, with written authorisation and ID at collection. Email [email protected] with a signed authorisation naming the collector, a description of the item and your reference number. The collector must show a valid ID matching the authorisation.
Is there a fee to recover a lost item at ZAG?
No fee for collection in person at the Lost Property Office on Level 2. If you ask for the item to be posted, postage and any courier or customs charges are at your cost. Confirm in writing before shipping.
What if I lost my passport at the airport?
Two parallel steps. Report the loss to the Lost Property Office in case the passport is handed in. Contact your country's embassy or consulate in Zagreb immediately to start the emergency travel document process. Without a passport you cannot board an outbound flight.