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Croatia Airline / terrible airport assistance

1 England, Surrey, United Kingdom
Contact information:
Phone: 02088199915

I have booked a flight for my mother-in-law to travel fly from Gatwick to Zagreb and for my husband to fly from Dubrovnik, also to Zagreb, to meet her there and stay for few days and than both were to fly to Dubrovnik.
Husband's flight was horrendous, late to depart (as always), with screaming children and stewardesses not offering any toys/ games to them. Even though his seat was pre-booked at the point of buying the ticket, at the check-in he was told it has been given to somebody else. No apologies were offered.
On the other hand despite organizing an airport assistance at Gatwick and despite my mother-in-law checking-in 3 hours ahead, she never made the flight. The staff at Gatwick placed her in a wheelchair and left her to wait somewhere for ages and ages. She needed a toilet and got lost. She is 81, diabetic and not used to travelling alone and that is precisely why we organized the airport assistance.
My husband was out of his mind with worry when his mum didn't land in Zagreb at 19.25. (UK time)
Her flight was due to depart at 17.20, but it wasn't until 19.30 that somebody (a passenger, NOT a member of staff) called my brother-in law to say she is walking around Gatwick, confused and lost and in a very distressed state.
It took about 20 minutes for my brother-in-law to find my mother-in-law at Gatwick but he couldn't find any official either representing the Gatwick airport or Croatian airline to talk to and explain what happened.
This was 8 days ago. Needless to say nobody from Croatia Airline got in touch with us to check what happened with this elderly lady who was left in their charge and missed her flight. Both my husband and his brother have been trying in vain to get some explanation from Croatia Airlines. There is simply nobody who can talk to them.
All in all we received no customer service and this airline is not to be recommended.


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