On October 21, 2025, Croatia Airlines’ flight OU417 from Frankfurt to Split offered passengers a blend of exceptional service and less-than-ideal seating conditions. The one hour and 45-minute journey, which landed 18 minutes late, highlighted the airline’s strengths and weaknesses, particularly in its economy class offerings.
As passengers checked in at Frankfurt Airport, they were greeted with smiles, a stark contrast to experiences from a decade ago. This improvement in customer service is noteworthy, especially for travelers who remember the airline’s less accommodating past. However, the cramped seating and high food prices remain significant drawbacks.
Checking In: A Smoother Experience
Staying overnight at an airport hotel within Terminal 1 of Frankfurt Airport, passengers had a short walk to the check-in counters. Although the airline advises arriving three hours before departure, check-in opened only two hours prior, leading to a brief wait for early arrivals. The baggage policy varies by fare class, with the FlyFlexi economy ticket allowing one handbag or personal item up to eight kilograms and one checked bag up to 23 kilograms. The relief was palpable when bags weighed in precisely at the limit, avoiding any excess baggage fees.
Onboard: Comfort and Amenities
The Dash 8-Q400 aircraft, configured in a 2-2 seat layout, offers 78 seats in total. Despite the warm service, the seating left much to be desired. Economy and business class seats share the same dimensions, with a width of 17 inches and a pitch of 31 inches. The lack of legroom was evident, as taller passengers struggled with space, prompting polite requests to refrain from reclining seats.
Entertainment and Technology
In-flight entertainment is minimal, with no Wi-Fi or seat-back screens on these older propeller-driven planes. Passengers relied on the quarterly in-flight magazine, CROATIA, which includes news and destination guides, as well as a selection of items for purchase.
Service and Dining
The service, both on the ground and in the air, was described as warm, efficient, and relaxed. Despite the high prices, the snack service included herb crackers and a choice of still or sparkling water. Additional food and beverages, such as a $9 can of Coke or a $14 Heineken, were available for purchase.
Sustainability and Future Plans
Croatia Airlines is making strides in sustainability by increasing its use of Sustainable Aviation Fuel (SAF) and expanding its fleet with more fuel-efficient aircraft. These efforts are part of a broader strategy to reduce carbon emissions and enhance environmental responsibility.
Looking ahead, the airline plans to introduce several new Airbus A220s, which promise improved passenger comfort and efficiency. With a steady increase in visitors to Croatia, the airline is also considering additional European routes to accommodate growing demand.
The Verdict
While Croatia Airlines has made significant improvements in customer service, the outdated aircraft and lack of comfort amenities are areas needing attention. The airline’s efforts in sustainability and fleet expansion are promising, but the current experience leaves room for improvement.
Overall, the flight offered a mixed experience, with the service shining through despite the physical discomforts. As the airline continues to evolve, passengers can look forward to potentially more comfortable and environmentally friendly journeys in the future.
Rating: ★★★
The writer flew as a guest of Unforgettable Croatia, providing a unique perspective on the airline’s offerings and future potential.
