Autobusni kolodvor Zagreb

Bus Passenger rights

Bus Passenger rights


Claims and complaints

 Dear passengers, other customers and visitors of this website, please send us your claims, complaints or acknowledgments in writing to the address:
 Zagrebački holding - Podružnica Autobusni kolodvor Zagreb, Av. Marina Držića 4, 10 000 Zagreb, or deliver them in person at the same address, as well as via e-mail: [email protected]

The Act Implementing the Regulation (EU No 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights  of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004 (Official Gazette, number 127/13) prescribes the protection of the rights of passengers in bus transport on routes in the Republic of Croatia having points of departure and arrival within the European Union and being in the length of 250 kilometers or more.
For domestic regular transport in the Republic of Croatia, as well as for international regular transport of passengers with at least one stop outside of the European Union, certain exceptions from the Regulation (EU) No 181/2011 (until 1 March 2017) apply.
The rights of passengers for bus transport services include:
·         Non-discrimination of passengers based on their nationality or the selling location where the ticket was purchased
·         The right of persons with special needs and of persons with reduced mobility (except in cases where safety prerequisites are not met or where the vehicle or infrastructures are of inadequate design)
·         Compensation for the loss or damage to the wheelchair or other mobility equipment in case of proven liability on the part of the carrier or the bus station
·         The right to information about the journey that needs to be provided for the passengers prior to and in the course of the journey, as well as the passenger rights information. At the request of persons with reduced mobility, information shall be, if possible, provided in suitable forms
·         The establishment of a complaints (claims) system on the part of the carrier, available to all passengers
·         Resolution of claims by the carrier within 3 months following their receipt

Passenger rights for regular transport between two or more countries of the European Union with a foreseen distance of at least 250 km shall, among others, include:
·         The guarantee of continuation or re-routing of the journey to the place of destination or reimbursement of the ticket price in cases of overbooking or departures delayed for more than 120 minutes
·         Adequate assistance in case of cancellation or delay in departure of more than 90 minutes for a journey of a scheduled duration of more than 3 hours
·         Information in the event of cancellation or delay in departure
·         Compensation in the event of death or personal injury or loss of or damage to luggage due to accidents, and in particular assistance of the carrier with regard to passengers' needs following an accident

The passenger is required to submit any objections (complaints) in connection with a breach of the provisions of the Regulation (EU) No 81/2011 within 90 days following the date of the scheduled transport (the information is on the ticket). The carrier shall then within 30 days from the receipt of passenger's complaints notify the passenger whether such objection has been accepted, rejected or still under consideration. The time for providing the final reply shall be 90 days following the date of submission. Only in cases where the carrier has not resolved the passenger's complaint as described above (which is stipulated by Article 27 of the Regulation (EU) no. 181/2011) or, if the passenger is not satisfied with the way the complaint has been resolved, the passenger may also submit the complaint to the Ministry of the Sea, Transport and Infrastructure as the enforcement body in the Republic of Croatia. Following that, the Ministry will without delay, and no later than 30 days from the date of submission of the complaint in written form, notify the passenger of the established facts and measures it has taken in response to the complaint. If the passenger still is not satisfied with the measures taken or has not been notified of the measures taken within the prescribed time limit, the passenger may institute an administrative dispute before the competent administrative court.