Air Passenger Rights

When you travel by air from Zagreb Airport, you are protected by a strong set of passenger rights established by European Union law. The primary regulation, known as **EU Regulation 261/2004**, covers situations like flight delays, cancellations, and denied boarding. Understanding your entitlements is key to ensuring you receive the proper care and compensation when your travel plans are disrupted.

Understanding EU Regulation 261/2004

This powerful regulation applies to all flights departing from any airport within the EU (including Zagreb), regardless of which airline you are flying. It also applies to flights arriving in the EU on an EU-based carrier. The law grants you enforceable rights to compensation, care, and refunds that airlines cannot ignore.

Flight Delays

If your flight arrives at its final destination with a delay of **three hours or more**, you may be entitled to financial compensation. The amount depends on the flight distance.

Compensation Amounts for Delays

Right to Care During Delays

Regardless of compensation, if you are facing a significant delay, your airline has a duty of care. This includes providing you with free meals and refreshments, as well as access to communication (e.g., two phone calls or emails). If the delay results in an overnight stay, the airline must also provide hotel accommodation and transport to and from the airport.

Flight Cancellations

If your flight is cancelled, the airline must offer you a choice between three options: a full refund of your ticket, the earliest possible re-routing to your final destination, or re-routing at a later date at your convenience. In addition to this, you are likely entitled to the same financial compensation as for a delay, unless you were notified of the cancellation more than 14 days in advance.

Denied Boarding (Overbooking)

If you are involuntarily denied boarding (e.g., due to overbooking), you are entitled to the same rights as in the case of a cancellation: compensation, care, and a choice between a refund or re-routing. Passengers with reduced mobility and their companions have priority and should not be denied boarding.

Baggage Issues

Your rights concerning lost, delayed, or damaged baggage are covered by the Montreal Convention. If your checked luggage is affected, you must take action immediately.

Extraordinary Circumstances

Airlines are not required to pay financial compensation if the disruption was caused by "extraordinary circumstances" that could not have been avoided. However, they still have a duty of care (meals, hotel). Legitimate extraordinary circumstances include severe weather, political instability, or air traffic control strikes. Technical problems with the aircraft are generally not considered an extraordinary circumstance.