Refund Instructions

Ticket Validity

Travel tickets are valid exclusively for the date and departure time for which they were purchased. Tickets purchased through the website (online tickets) cannot be returned or exchanged at the Carrier's physical ticket offices. All requests for refund or change of online-purchased tickets must be submitted exclusively via email.

Refund Conditions

The right to a refund depends on the reason and circumstances of the cancellation:

100% refund of ticket price

The Passenger is entitled to a full refund (100%) of the ticket price in the following cases:

• cancellation of the sailing by the Carrier (due to adverse weather conditions, technical reasons, or other circumstances attributable to the Carrier),
• departure delay exceeding 90 minutes from the scheduled departure time, provided the Passenger chooses not to travel.

75% refund of ticket price

The Passenger is entitled to a 75% refund of the ticket price in the following case:

• change of travel date at the Passenger's request – a Passenger who wishes to change the travel date to another available departure is entitled to a 75% refund of the original ticket price, with the purchase of a new ticket at the current price. The change request must be submitted at least 24 hours before the scheduled departure.

50% refund of ticket price

The Passenger is entitled to a 50% refund of the ticket price in the following case:

• withdrawal from travel at the Passenger's request – a Passenger who withdraws from travel without changing to another date is entitled to a 50% refund of the ticket price. The withdrawal request must be submitted at least 24 hours before the scheduled departure.

No refund (0%)

The Passenger is not entitled to a refund of the ticket price in the following cases:

• cancellation or change request submitted less than 24 hours before the scheduled departure,
• failure to appear for boarding (no-show),
• refusal of carriage for reasons attributable to the Passenger (lack of a valid ticket, inappropriate behavior, etc.).

Refund Procedure

To claim a refund, the Passenger must:

1. send a refund request via email to refund@krilo.hr at least 24 hours before the scheduled departure,
2. include in the request: passenger's full name, booking number or ticket number, date and route of travel, reason for the refund request,
3. attach a copy of the travel ticket (e-ticket) or booking confirmation.

The Carrier will process the refund request within 14 business days of receiving a complete and properly submitted request.

Refund Method

Refunds are made exclusively to a bank account. Cash refunds are not possible. The Passenger must provide bank account details (IBAN) in the refund request to which they wish to receive the refund.

For tickets purchased by credit or debit card through the website, the refund is made to the same bank account linked to the card used for payment.

The Carrier shall not be liable for refund delays caused by incorrect or incomplete bank account details provided by the Passenger.

Last updated: 6 March 2024