Important information about COVID-19
How to prepare yourself for a journey in current circumstances? What are your options if you cannot travel? Where to find all the information related to travels and COVID-19? You will find all the information you need in one of the categories below.
PLEASE NOTE!
▪ Passengers are required to bring and wear medical face protective masks that fully cover nose and mouth aboard all Croatia Airlines flights.
▪ Acceptable protective masks include surgical masks and filtering half masks (FFP2, N95 or KN95 mask without valve).
▪ Face shields may not be worn as a substitute for mouth-nose covers on flights.
▪ Children up to 6 years of age are exempt from wearing a face mask.
▪ If you can't wear a face mask because of medical reasons you need to present a negative COVID-19 test (issued within 48 hours prior to departure) as well as a medical certificate from your physician. You will need to show the test and the original paper copy of the certificate during check-in, boarding and onboard.
▪ On some international flights it is necessary to fill in a Passenger Locator Form, this is to ensure the authorities can reach you in case a passenger on your flight tests positive to COVID-19. We kindly ask you bring your own pen for the forms that need to be filled in manually or to fill them out before your departure and bring them with you. The PLF forms can be found HERE. *For unaccompanied minors it is mandatory to fill in this form in advance.
Detailed information can be found in the subsections:
Current Travel Information Flexible Rebooking Options
Testing for SARS-CoV-2 is also available at some airports in Croatia:
▪ Pula
▪ Split
▪ Zadar
▪ Zagreb
Star Alliance Travel Information Hub
To ensure you have all the relevant information to prepare for your journey and to fly with confidence, Star Alliance has put together the most relevant health and hygiene safety measures adopted by member airlines and airports of the Star Alliance network.
Travel Information Hub - Use the interactive tool on the left and navigate your journey in one simple step - just enter your airline(s) and departure/arrival airport(s).
Furthermore, in the interest of the health and hygiene safety of customers, Star Alliance member airlines agree to the following Commitments on Health and Hygiene Safety.
For entry requirements of the destination you’re travelling to visit the following websites:
▪ Ministry of the Interior
▪ Koronavirus.hr
▪ IATA
▪ Current entry requirements
The latest information on COVID-19 can be found here:
▪ World Health Organisation
ZAGREB, 28 JULY 2021
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 30 September 2021 for all domestic and international flights up to 30 October 2021:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket.
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value (including service fee).
▪ Voucher is valid for two years from the date of issue and needs to be used for booking in that period.
▪ Voucher must be issued before the flight in the original ticket.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international flights) / HRK100 (domestic flights).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 25 MAY 2021
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 31 August 2021 for all domestic and international flights up to 30 October 2021:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value (including service fee).
▪ Voucher is valid for two years from the date of issue and needs to be used for booking in that period.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 29 MARCH 2021
Important notice for all passengers
Starting 30 March 2021 it is mandatory for all passengers to wear medical face protective masks covering nose and mouth on board all Croatia Airlines flights.
Acceptable facial coverings include: surgical masks and filtering half masks (FFP2, N95 or KN95 mask without valve). Please note that visors (face shields) and scarves may not be worn as a substitute for mouth-nose covers on our flights, since they only block droplets emitted directly to the front and still allow the breath to escape to the sides. Therefore, they do not provide comparable protection.
If you can't wear a face mask because of medical reasons you need to present a negative COVID-19 test (issued within 48 hours prior to departure) as well as a medical certificate from your physician. You will need to show the test and original paper copy of the certificate during check-in, boarding and on board.
ZAGREB, 25 FEBRUARY 2021
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 31 May 2021 for all domestic and international flights up to 30 October 2021:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 12 JANUARY 2021
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 27 March 2021 for all domestic and international flights up to 27 March 2021:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 28 DECEMBER 2020
Important notice for passengers travelling to the Netherlands
Starting on 29 December all passengers travelling to the Netherlands (including Dutch citizens and transferring passengers) must be able to present:
▪ A negative COVID-19 test result
▪ Negative Test Declaration
▪ Health Declaration Form
In the absence of a negative test result proof, Croatia Airlines will be obligated to refuse boarding. You can find detailed information here.
ZAGREB, 23 DECEMBER 2020
Important notice for passengers travelling to Belgium
All passengers traveling to Belgium, must fill in the Passenger Locator Form before their arrival. You can find the form here. From 25 December 2020, all passengers, from the age of 12, arriving on Belgian territory from a territory classified as a red zone and not having his or her main residence in Belgium, must have a negative test result based on a test carried out at the earliest 48 hours before arrival on Belgian territory. Test is accepted only in English, French, Dutch or German.
IMPORTANT:
▪ Passengers who do not have their PLF forms filled out or refuse to fill them out will be denied boarding.
▪ Passengers who show up at the border desk without QR-code (e-PLF) or correctly filled in paper PLF form will be fined €250.
▪ In the absence of a negative test result proof, Croatia Airlines will be obligated to refuse boarding.
Please check out the safety measures implemented at Brussels Airport before departure here.
ZAGREB, 22 DECEMBER 2020
Important notice for passengers transferring to Sweden via Denmark
Borders to Sweden are closed from Monday 21 December 2020.
The border closing will be effective for all persons except:
▪ Swedish citizens
▪ Persons with residence permit in Sweden
▪ Persons with permanent residence (home) in Sweden
More information can be found here.
ZAGREB, 21 DECEMBER 2020
Important notice for passengers travelling to/from United Kingdom
Passenger air traffic from United Kingdom temporarily suspended
The Croatian government has issued an immediate ban on passenger flights from the United Kingdom to Croatia. Consequently, flights OU490 Zagreb - London and OU491 London - Zagreb on 21 December have been cancelled.
ZAGREB, 07 DECEMBER 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 31 January 2021 for all domestic and international flights up to 31 January 2021:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 01 DECEMBER 2020
Decision on temporarily restricting the crossing of persons across all border crossing points of the Republic of Croatia
Passengers travelling to the Republic of Croatia from an EU / EEA member state (regardless of their citizenship) and which are currently not on the so-called green list of the European Centre for Disease Prevention and Control must:
▪ present a negative PCR test result for SARS-CoV-2 that is not older than 48 hours
▪ have the PCR test for SARS-CoV-2 done immediately upon arrival in the Republic of Croatia, with the obligation of self-isolation until they receive a negative test result
However, in accordance with the guidelines of the competent authorities, exceptions have been made and can be found here.
Citizens of EU / EEA member states as well as members of their families traveling to the Republic of Croatia from third countries, i.e. those that are not members of the EU / EEA upon entering the Republic of Croatia must present a negative PCR test result for SARS-CoV-2 that is not older than 48 hours regardless of their citizenship or have the PCR test for SARS-CoV-2 done immediately upon arrival in the Republic of Croatia, with the obligation of self-isolation until they receive a negative test result.
Detailed information can be found here.
ZAGREB, 09 OCTOBER 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 31 December 2020 for all domestic and international flights up to 31 December 2020:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 13 AUGUST 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 15 September 2020 for all domestic and international flights up to 25 October 2020:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 14 JULY 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 15 August 2020 for all domestic and international flights up to 25 October 2020:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 29 JUNE 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 15 July 2020 for all domestic and international flights up to 25 October 2020:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 18 JUNE 2020
Important information for all passengers
Current entry requirements and travel regulations for the destination you are travelling to as well as different health and safety measures implemented at the airport of your departure and arrival can be found here.
ZAGREB, 10 JUNE 2020
Important notice for passengers traveling to the UK
We kindly ask all passengers travelling to the UK to fill out the Passenger Locator Form before arrival in the UK. The online contact form can be found here.
You cannot submit the form until 48 hours before you're due to arrive in the UK. Electronic confirmation will need to be presented at the check-in as well as at the gate. You will need to self-isolate for 14 days upon arrival in the UK.
ZAGREB, 09 JUNE 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 30 June 2020 for all domestic and international flights up to 25 October 2020:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 08 JUNE 2020
Important notice for passengers traveling to Switzerland
We kindly ask all passengers travelling to Switzerland to fill out the CTC (Contact Tracing Card) form in advance and to hand them over to the crew members on board.
Covid-19 protection concept for Zurich Airport can be found here.
ZAGREB, 28 MAY 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 15 June 2020 for all domestic and international flights up to 25 October 2020:
▪ Unlimited number of re-bookings without rebooking fee.
▪ Changes are possible for new dates within validity of the ticket (within one year of the date of issue).
▪ If the original booking class is not available on the new flight, the fare difference will be charged.
▪ Date change must be completed before the beginning of the originally booked journey.
▪ Origin and destination cannot be changed.
▪ Voucher refund for the total ticket value.
▪ Voucher can be exchanged for a new ticket within 12 months from the date of issue.
▪ Voucher must be issued before the flight in the original ticket and cannot be refunded.
▪ Voucher can be transferred to another passenger. Name change fee EUR40 (international) / HRK100 (domestic).
▪ If your ticket is issued in New Zealand contact Croatia Airlines NZ GSA: croatiaairlines@cttravel.co.nz
ZAGREB, 14 MAY 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 01 June 2020 for flights up to 25 October 2020:
▪ unlimited number of re-bookings without rebooking fee
Changes are possible for new dates within validity of the ticket (within one year of the date of issue). If the original booking class is not available on the new flight, the fare difference will be charged. date change must be completed before the beginning of the originally booked journey. Origin and destination cannot be changed.
▪ voucher refund for the total ticket value (including service fee)
Voucher can be exchanged for the new ticket within 12 months from the date of issuance. Voucher is non-refundable. Voucher can be transferred to another passenger. Name change is charged EUR40 (international) / HRK100 (domestic).
This policy refers to all Croatia Airlines flights, international as well as domestic.
ZAGREB, 09 MAY 2020
The Decision on the Temporary Ban of Transit through Border Crossings of the Republic of Croatia and the Decision on the Amendment of the aforementioned Decision from 09 May 2020, allows:
1. Croatian citizens to enter into Republic of Croatia and go abroad.
2. The return to the country of residence for citizens of EU Member Countries, namely citizens of Schengen Countries and Schengen Associated Countries as well as their family members, and third-country nationals who are long-term residents pursuant to the Council Directive 2003/109/EC of 25 November 2003 concerning the status of third-country nationals who are long-term residents and persons who have the right of residence on the basis of other EU Directives or national law or who have national long-term visas, and entry into the Republic of Croatia under special conditions.
3. Exemptions are allowed for:
▪ Healthcare professionals, healthcare researchers and collaborators, experts in care for the elderly, and persons requiring urgent medical treatment
▪ Cross-border workers
▪ Goods carriers and other transport personnel to the extent necessary
▪ Diplomats, police officers in the performance of their activities, civil defense services and teams, international organizations staff and international military personnel in carrying out their functions
▪ Passengers in transit
▪ Persons who have a business reason or who have some other economic interest
▪ Persons who are traveling due to urgent personal reasons (ie they own real estate in the Republic of Croatia or who have some other urgent personal reason)
Croatian and foreign nationals entering the Republic of Croatia must comply with the recommendations and instructions of the Croatian Institute of Public Health which can be found here.
ZAGREB, 30 APRIL 2020
Important information about masks and facial coverings
Beginning on Monday 04 May 2020, all passengers are required to bring and wear face masks/facial coverings aboard all Croatia Airlines flights.
Acceptable facial coverings include:
▪ double layer cotton face masks
▪ surgical masks
▪ filtering half masks with or without valve (FFP2/N95)
Domestic flights resume on 11 May 2020
Domestic flights service will resume on the following flights:
Zagreb - Split
▪ OU652 (0810HRS - 0900HRS)
▪ OU656 (2020HRS - 2110HRS)
Split - Zagreb
▪ OU653 (0945HRS - 1035HRS)
▪ OU657 (2150HRS - 2240HRS)
Zagreb - Dubrovnik
▪ OU662 (0800HRS - 0905HRS)
▪ OU664 (2020HRS - 2125HRS)
Dubrovnik - Zagreb
▪ OU663 (0950HRS - 1055HRS)
▪ OU665 (2210HRS - 2315HRS)
Full schedule including all domestic flights will be published in due course.
ZAGREB, 21 APRIL 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 15 May 2020 for flights up to 25 October 2020:
▪ unlimited number of re-bookings without rebooking fee
Changes are possible for new dates within validity of the ticket (within one year of the date of issue). If the original booking class is not available on the new flight, the fare difference will be charged. Date change must be completed before the beginning of the originally booked journey. Origin and destination cannot be changed.
▪ voucher refund for the total ticket value (including service fee)
Voucher can be exchanged for the new ticket within 12 months from the date of issuance. Voucher is non-refundable.
This policy refers to all Croatia Airlines flights, international as well as domestic.
ZAGREB, 15 APRIL 2020
Important notice for all passengers
Good will and cancellation policy for disruptions due to COVID-19
Passenger options for existing and newly booked tickets up to 15 May 2020 for flights up to 30 June 2020:
▪ unlimited number of re-bookings without rebooking fee
Changes are possible for new dates within validity of the ticket (within one year of the date of issue). If the original booking class is not available on the new flight, the fare difference will be charged. Date change must be completed before the beginning of the originally booked journey. Origin and destination cannot be changed.
▪ voucher refund for the total ticket value (including service fee)
Voucher can be exchanged for the new ticket within 12 months from the date of issuance. Voucher is non-refundable.
▪ This policy additionally applies to all Croatia Airlines flights from/to Helsinki, Oslo and Stockholm until 25 October 2020.
This policy refers to all Croatia Airlines flights, international as well as domestic.
ZAGREB, 31 MARCH 2020
Important notice for all passengers with travel arrangements to/from Helsinki, Oslo and Stockholm up to 25 October 2020
Passenger rights for existing and newly booked tickets up to 19 April 2020 for all flights to/from Helsinki, Oslo and Stockholm up to 25 October 2020:
▪ unlimited number of rebookings without rebooking fee
Changes are possible for new dates within validity of the ticket (within one year of the date of issue). If the original booking class is not available on the new flight, the fare difference will be charged. Date change must be completed before the beginning of the originally booked journey. Origin and destination cannot be changed.
▪ voucher refund for the total ticket value (including service fee)
Voucher can be exchanged for a new ticket within 12 months from the date of issue and cannot be refunded.
ZAGREB, 27 MARCH 2020
Important notice for all passengers
Goodwill and cancellation policy for disruptions due to COVID-19
Passenger rights for existing and newly booked tickets up to 19 April 2020 for flights up to 31 May 2020:
▪ unlimited number of rebookings without rebooking fee
Changes are possible for new dates within validity of the ticket (within one year of the date of issue). If the original booking class is not available on the new flight, the fare difference will be charged. date change must be completed before the beginning of the originally booked journey. Origin and destination cannot be changed.
▪ voucher refund for the total ticket value (including service fee)
Voucher can be exchanged for the new ticket within 12 months from the date of issuance and used exclusively on Croatia Airlines operated flights. Voucher is non-refundable.
This policy refers to all Croatia Airlines flights, international as well as domestic.
ZAGREB, 25 MARCH 2020
Important notice for all passengers
Due to the global COVID-19 coronavirus, the recommendation of the Croatian Ministry of Foreign Affairs to Croatian citizens is to avoid unnecessary travel.
ZAGREB, 23 MARCH 2020
In flight food and beverage service temporary cancelled
Due to safety reasons our regular in flight service has been cancelled until further notice on all Croatia Airlines flights. Water is available on request.
Important notice for all passengers
Temporary closing of sales office in Rijeka
Sales office in Rijeka (Jelačićev Trg 5) is temporarily closed for public. We are still available for any inquiries.
ZAGREB, 21 MARCH 2020
Important notice for all passengers
We kindly ask all passengers to wear masks on our flights and to fill out the Passenger Locator Form (PLF) in advance or to bring a pencil with them. PLF can be found here.
ZAGREB, 19 MARCH 2020
Important notice for all passengers travelling to Dubrovnik
Dubrovnik Airport is closed to civilian air traffic until 29 March 2020.
Consequently, we have closed our sales office at Dubrovnik Airport. All Croatia Airlines flights to/from Dubrovnik are cancelled.
For more information we kindly ask you to contact us.
ZAGREB, 18 MARCH 2020
Goodwill and cancellation policy for disruptions due to coronavirus
Passenger rights for existing and newly booked tickets up to 31 March 2020 for flights up to 31 May 2020:
▪ one date change without rebooking fee, your travel must be completed no later than 31 December 2020, or within one year of the date of issue of the original ticket. If the original booking class is not available on the new flight, the fare difference will be charged. The request for date change must be sent before the beginning of the originally booked journey.
▪ voucher refund for the total ticket value which must be used within one year of the date of issue exclusively on Croatia Airlines operated flights. Ticket service charge is included. Voucher is non-refundable.
▪ This policy refers to all Croatia Airlines flights, international as well as domestic.
Temporary closing of Croatia Airlines town sales office in Zagreb
Due to preventive measures against COVID-19 transmission, the town sales office in Zagreb (Zrinjevac 17) is temporarily closed for public.
We are still available for any inquiries.
Thank you for your understanding.
Important notice for all passengers
The EU bans all travel from 3rd countries to the Schengen Area.
EU member states have decided to restrict all non-essential travel from third countries into the Schengen Area for 30 days, in order to limit the spread of the COVID-19 disease.
The exemptions from this ban are:
▪ All EU citizens and citizens of the Schengen associated states and their family members.
▪ Third-country nationals who are long-term residents under the long-term residents directive and persons deriving their right to reside from other EU Directives or national law or who hold national long-term visas.
The ban should not apply to other travellers with an essential function:
▪ Healthcare professionals, health researchers and elderly care professionals
▪ Frontier workers
▪ Transport personnel engaged in haulage of goods and other transport staff to the extent necessary
▪ Diplomats, staff of international organisations and military personnel in the exercise of their functions
▪ Passengers in transit
▪ Passengers travelling to attend a funeral or wedding of a family member or travelling for other imperative family reasons
▪ Persons in need of international protection or for other humanitarian reasons
ZAGREB, 16 MARCH 2020
New flexible policy for domestic flights until 31 May 2020
Following the Coronavirus (COVID-19) outbreak, Croatia Airlines introduced a more flexible travel policy for all passengers. The policy refers to existing and newly booked tickets up to 31 March 2020.
▪ passengers are entitled to one date change without rebooking fee
▪ travel must be completed no later than 31 December 2020, or within one year of the date of issue of the original ticket
▪ if the original booking class is not available on the new flight, the fare difference will be charged
▪ the request for date change must be sent before the beginning of the originally booked journey
ZAGREB, 14 MARCH 2020
Important notice for passengers travelling to North Macedonia
Citizens of the following countries are not allowed to enter the Republic of North Macedonia:
▪ People's Republic of China, Italy, Islamic Republic of Iran, Republic of Korea, France, Spain and Germany.
Important notice for passengers travelling to Denmark
Today at noon the Kingdom of Denmark has closed its borders:
▪ Danish citizens and foreign residents are allowed to enter.
▪ All other passengers must have a valid purpose to enter. List of valid reasons can be found here.
ZAGREB, 12 MARCH 2020
New information for passengers entering the Republic of Croatia
1) All foreign nationals entering the Republic of Croatia having visited the following countries/territories in the previous 14 days: Italy, Islamic Republic of Iran, People's Republic of China (Hubei Province), Republic of Korea (Daegu City & Cheongdo Province), Germany (Heinsberg County in the State of North Rhine-Westphalia) will be subject to compulsory 14-day quarantine at their own expense.
2) All foreign nationals entering the Republic of Croatia having visited the following countries/territories in the previous 14 days: France, Sweden, Switzerland, Spain, Germany (except area listed above), Austria, Great Britain, Netherlands, People's Republic of China (except area listed above), Republic of Korea (except area listed above), Japan, Hong Kong, Singapore, Malaysia, Bahrein and Slovenia (area Bela Krajina) will be subject to compulsory 14-day self-imposed isolation. Foreign nationals that do not have residence in the Republic of Croatia must have evidence of booked accommodation.
3) All Croatian citizens entering the Republic of Croatia having visited countries/areas listed in 1) and 2) will be subject to compulsory 14-day self-imposed isolation/quarantine.
ZAGREB, 10 MARCH 2020
New flexible policy for international flights until 31 May 2020
Following the Coronavirus (COVID-19) outbreak, Croatia Airlines introduced a more flexible travel policy for all international passengers. The policy refers to existing and newly booked tickets up to 31 March 2020.
▪ passengers are entitled to one date change without rebooking fee
▪ travel must be completed no later than 31 December 2020, or within one year of the date of issue of the original ticket
▪ if the original booking class is not available on the new flight, the fare difference will be charged
▪ the request for date change must be sent before the beginning of the originally booked journey
Croatia Airlines continues to monitor the situation and recommendations of the competent institutions and authorities in Croatia and abroad.
Operations on the route Zagreb - Rome - Zagreb temporarily ceased
Croatia Airlines has suspended operations on the route Zagreb - Rome - Zagreb up until 04 April 2020.
All affected passengers are entitled to:
▪ change without rebooking fee
▪ full refund
Croatia Airlines continues with all flights to all other European destinations.
Information for passengers arriving to Croatia
All passengers arriving to Croatia by aircraft must fill in the public health Passenger Locator Form (PLF), to be collected by the crew.
1) All foreign nationals entering the Republic of Croatia having visited the following countries/territories in the previous 14 days:
▪ Italy, Islamic Republic of Iran, People's Republic of China (Hubei Province), Republic of Korea (Daegu City & Cheongdo Province), Germany (Heinsberg County in the State of North Rhine-Westphalia)
will be subject to compulsory 14-day quarantine at their own expenses.
2) All foreign nationals entering the Republic of Croatia having visited the following countries/territories in the previous 14 days:
▪ People's Republic of China (except the Hubei Province), Republic of Korea (except Daegu City & Cheongdo Province), Japan, Hong Kong, Singapore
will be subject to compulsory 14-day self-imposed isolation. Foreign nationals that do not have residence in the Republic of Croatia must have evidence of booked accommodation.
3) All Croatian citizens entering the Republic of Croatia having visited the following countries/territories in the previous 14 days:
▪ Italy, Islamic Republic of Iran, People's Republic of China, Republic of Korea, Japan, Hong Kong, Singapore, Germany (Heinsberg County in the State of North Rhine-Westphalia)
will be subject to compulsory 14-day self-imposed isolation/quarantine.
Isolation/quarantine 14-day period counts from the last day being in the affected country/territory.
ZAGREB, 09 MARCH 2020
Important notice for passengers travelling to Austria
▪ Medical certificates are required for non-EU residents, who visited high-risk areas within 14 days prior to their journey. You can download the medical certificate in English here or in German here.
▪ Medical certificates will be checked by authorities on arrival upon request. If no certificate is available, entry into Austria may be refused.
▪ More information can be found at www.bmeia.gv.at
ZAGREB, 26 FEBRUARY 2020
We are monitoring the current situation regarding the coronavirus and continuing with all flights to all European destinations.
As of 23 January this year, the company has been continuously monitoring and acknowledging the recommendations of the Croatian Institute of Public Health, the Ministry of Health of the Republic of Croatia, the Croatian Civil Aviation Agency, Star Alliance, the International Air Transport Association (IATA) and other competent institutions and authorities in Croatia and abroad concerning the current situation regarding the coronavirus.
Croatia Airlines' Emergency Response and Crisis Management Office is actively monitoring the situation and continually plans and takes all necessary steps in order to ensure that protection of the health of passengers, crew and all other employees of the company is maintained at the highest possible level.
The company continuously informs its employees about all current information and new findings regarding the coronavirus in Croatia and abroad, advising on the necessary measures and conduct. As of today, six internal memorandums and instructions have been issued to the employees of the company and, in early February, additional protective equipment was distributed to all employees who come into direct contact with passengers in their everyday work: surgical masks, disposable rubber gloves, Pliva Sept Blue disinfecting solution and hygienic wipes, together with an additional amount of disinfectants (Body Fluid Spill Kit) that are part of standard aircraft equipment.
The company's operating manuals prescribe procedures and processes for detecting infectious disease in crew members or passengers, and the company is in constant and direct contact with all the airports at which its aircraft land for the purpose of coordinating procedures and processes should a person infected with the coronavirus be discovered. In addition, the company also has access to aircraft disinfectants and disinfection agents, when needed.
Croatia Airlines will keep the internal and external public informed of all developments, with the safety of its employees and passengers always remaining a top priority.