FAQ

Planning your journey

Tickets can be purchased at www.arriva.com.hr, through Arriva Croatia free mobile app, at our official ticket offices and on our buses.

Arriva is the leading scheduled bus service operator in Croatia, connecting 1000s of destinations across the country and abroad. On our website you can find information about timetables and prices of all carriers of Arriva Croatia, as well as service information about bus stations in Croatia, our ticket offices, bus stops and conditions of carriage.

By purchasing tickets in Arriva Croatia mobile app you are getting the best prices available on the market with an additional online discount of 5% on Arriva departures. Special online offers are also availbale only for online buyers. You can find more info at Special Offers on our site or on Arriva Croatia social media channels.

No. Registration is not required and purchase can be done in four easy steps.

Tickets can be paid with American Express, Mastercard, Maestro, Visa ili Diners credit/debit card.

 

No, it does not. Passenger can use his/her or someone else’s card to buy a ticket. In „Passenger’s data“ step of the booking, the name of the passenger has to be entered.

Safety of our customers is our top priority, both in transport and in online ticket purchasing. Therefore our website is protected with SSL (Secure Socket Layers) certificate which protects information about our users.

If you are logged into myArriva account when purchasing bus tickets, you can activate the payment service by storing the credit card (Wallet) option on payment step of the booking. With this option your debit / credit card information will be stored in the CorvusPay system, which will provide you much faster and easier future purchases. At the first purchase, it is necessary to confirm saving the card for future payments in the CorvusPay interface. Your credit card information will be encrypted and stored in a safe place in CorvusPay system, from where you can remove it at any time.

Our most favorable tickets are selling fast so you better hurry and buy your ticket as soon as possible. Tickets can be bought up to 15 minutes prior departure.

Online tickets do not have to be printed, they can be presented to the driver on your cell phone or tablet. If the ticket must be printed it will be clearly indicated in your booking and in booking confirmation e-mail.

If you did not download your ticket from our web site and didn't receive it on your e-mail address, you can retrieve your ticket on the page "Retrieve tickets and invoices". Be sure to check filter for junk mail (spam) of the e-mail address you used.

On the webpage Stop finder you can locate all stops our bus lines visit. Enter your destination in search bar and bus stop in your desired destination will be shown on the map.

When traveling abroad, citizens of the EU member states must have a valid identification document according to legal regulations (ID card, passport). When entering the EU, third-country nationals must have a valid passport (valid for at least three months after the planned date of departure from the EU member state, issued in the last 10 years), justify the purpose and conditions of the intended stay, have sufficient means of subsistence and must not be flagged with a security alert in the EU's border control database.

Arriva loyalty program

It is a new loyalty program of the Arriva group where you earn points for each ticket purchased, i.e., for every mile travelled with our carriers: Autotrans i Autopromet Slunj, and you can redeem them on your next purchase of bus tickets or save them for later. The program also offers many other benefits and rewards from Arriva and its partners.

By signing up for the Arriva loyalty program, you earn points that you can later redeem and receive a discount for your next trips. The program also offers other benefits, such as promo codes and rewards from Arriva and partners. Current deals can be viewed in your loyalty account.

You can join the Arriva loyalty program via the Arriva Croatia mobile app, through the website or by filling out the application form at the Arriva ticket offices.

If you are already a myarriva registered user, you need to sign up for the loyalty program from your user account. In just a few clicks, you'll be able to create your own virtual loyalty card and reap the benefits.

If you are not a myarriva registered user, you can sign up for the loyalty program here.

You can also join the loyalty program by filling out the application form at one of our ticket offices. You can later link your loyalty card to your myarriva account.

Congratulations! You can immediately start earning points and track your points balance on our website under Booking / My Points. If you are not already a myarriva registered user, we suggest you promptly become one and link your loyalty card to your myarriva account, so that you can have access to other benefits of the program at any time including vouchers, deals and rewards from Arriva and its partners.

In order to sign up for the program, you need to provide the following information: first and last name, address, e-mail address, telephone number and date of birth.

Loyalty program terms and conditions can be viewed here, while information regarding the Loyalty program data processing can be found here.

You can earn points by purchasing bus tickets for our carriers: Autotrans and Autopromet Slunj at the Arriva ticket offices, from our website or from the Arriva Croatia mobile app. Points are calculated based on the total cost of the tickets including the cost of the reservation and the luggage fee.

You can check the balance of your points at any time on our website under Booking/My Points or in your myarriva user profile under Loyalty program.

If you haven’t already created it, we suggest you create a myarriva account so that you can get access to other loyalty benefits, such as vouchers and rewards from Arriva and its partners.

Redeeming points is easy. All you have to do is show your loyalty card at the ticket office or when making an online purchase, enter your loyalty card number at checkout and redeem the points/kunas you have in your account.

You can redeem the earned points within 18 months. Points that are not redeemed within 18 months from the date they were earned will automatically be deleted.

Current deals and rewards related to Arriva its partners can be viewed in your profile. If you do not yet have a myarriva user account, we suggest you create one as soon as possible in order to benefit from the loyalty program. You can sign up here.

You can request deletion at the ticket office or you can fill out the Loyalty Membership Termination Form and send it to the following email address: reklamacije@arriva.com.hr.

Discounts and special offers

Arriva offers different types of discount depending on the passenger category. If you buy your ticket in Arriva Croatia mobile app, you will get the best price with extra online discount of 5% on selected departures. Special benefits  available only for online buyers are another advantage of purchasing bus tickets online. Offers are published on our website www.arriva.com.hr under “Special offers” and on Arriva Croatia social media channels.

 

Children discount depends on preferred route. In booking process, prices with children discounts will be displayed under “ticket type” on chosen departure.

More information about children traveling read in our General conditions of carriage.

When buying children ticket, children are entitled to their seat on bus.

First minute prices are part of online offer for the fastest buyers where tickets on chosen departures can be discounted up to 50%. How to find First minute prices? During booking process in step „Choose your journey “ you will see “First minute” column next to “Standard price” column meaning First minute tickets are available on that departure. You can select “First minute” price and add ticket to your shopping cart.Read more about the terms of First minute offer.

All information and news about Arriva, prices, bus lines and special offers can be found at www.arriva.com.hr. To stay up to date with all the news follow us on social media Facebook Arriva CroatiaTwitter Arriva Croatia and sign up for receiving the Arriva newsletter.

Types of ticket and reservations

When buying a return ticket with the fixed date you are choosing right away your outbound and inbound journey date and time. When buying an open return ticket, date and time of your return journey has to be reserved afterwards in your myArriva account or at Return journey reservation page.

 

On Autotrans national bus lines, the return journey has to be used within 90 days of the outbound journey. Exception are routes shorter than 40 kilometers with term of 3 days. On international bus lines period of validity depends on each route, most common one is 180 days.

Unfortunately, group tickets can not be issued, but if more people want to travel with the same bus, please contact our Info center to check the availability of the preferred departure.

Yes, seating on the coach must be pre-booked.

HOW CAN I BOOK A SEAT ON THE COACH?

Customers can book coach seats the following ways:

  • Visit in person an official Arriva ticket office
  • By telephoning our Info Centre at +385 (0) 72 660 660 or your nearest ticket office
  • E-mail info@arriva.com.hr and specify the full name of the traveller(s), date and time of departure, boarding location and destination

After that, the passenger is obliged to buy the ticket and the reservation according to the conditions of the carrier. Otherwise, the passenger loses the right to a reserved place. More information can be found on the page Bus ticket booking and purchase.

Passengers without reservation can board the bus only in case there are seats available (unsold seats) on the bus, after all the passengers with reservation entered the bus.

If you would like to buy a ticket online, the seat reservation for the outbound journey is automatically guaranteed at the time of ticket purchase when buying one-way ticket and for outbound and inbound journey when buying return ticket with fixed date. The fee in amount of 0,60 EUR for national and 1,30 EUR for international tickets will be calculated on each journey. 

If you have purchased an open return ticket, you have to purchase the reservation of the return journey later and the fee in amount of 0,60 EUR for national or 1,30 EUR for international tickets will be calculated. You can do it on our website.

Find the fees here.

Amendments and refunds

Yes, it is possible to change the date and time of the ticket (except e-tickets) in one of the ticket offices, 2 hours prior to departure on national bus lines, and 6 hours prior to departure on international bus lines.

Online, only amendments of the inbound journey of return tickets are possible: 2 hours prior to departure on domestic bus lines, 6 hours prior departure on international bus lines from Croatia, and 24 hours prior departure on international bus lines to Croatia. Change of the reservation will incur a new reservation fee.

Here you can find more information about ticket amendments.

Normally passengers travel with the carrier for whom the ticket was purchased. Arriva does have some interlining agreements in place with other carriers. Further information is available at any of our ticket offices.

Passengers who want to cancel their coach journey are entitled to do so on:

  • National Lines: At least 2 hours prior to travel 
  • International Lines: At least 6 hours prior to travel 

In case of trip cancellation, there are two possibilities: cash refund minus the 10 percent handling fee and a coupon in the full amount of the carriage charge with a validity period of 12 months from the date of issue (the coupon can not be redeem in Arriva Croatia mobile App).

Passenger is not entitled to a refund for the booking fee and city bus tickets (cvikalica). The passenger who decided not to travel, later than mentioned deadlines or after bus departure is not entitled to a refund of money paid for the ticket.

Here you can find more information about refunds

Passengers are entitled to a refund for the unused part of a return ticket on the provison that the return travel date has not passed. In such cases, we will refund the difference of the amount paid for a return ticket and the cost of a one-way ticket less 10% for administration charges. 

The passenger cannot claim a refund of the unused departure trip if the return part of the ticket has been used.

For tickets purchased online, if a coupon option is selected, you must request the coupon here. The coupon is sent to your email address and has a validity of 12 months from the date of issue (the coupon can not be redeem in Arriva Croatia mobile App). To receive cash refund, you must fill a Refund claim form and send it by e-mail to: reklamacije@arriva.com.hr. Refunds shall be paid only to the credit card with which the ticket was purchased.

If the ticket is bought at one of the following Arriva ticket offices: Rijeka, Crikvenica, Novi Vinodolski, Ogulin, Gospić, Rab, Krk, Cres, Veli Lošinj, Labin, Pula, Rovinj, Poreč, Pazin, Delnice, Supetar, Blato, Umag, Zagreb, Karlovac, Otočac, Zadar and Split, a refund can be made at any of these offices.

If the ticket was purchased at the office not specified above, the refund can be made only at the office where the ticket was bought.

For tickets purchased on the bus, it is necessary to fill a Refund Claim form and bring it to the ticket office together with the original ticket or send it by regular mail to the address of the carrier

Here you can find more information about refunds

During the journey

Yes. Passengers are required to keep their tickets during the entire journey and show them at the request of an authorized person.

 

 

We regret to advise that we do not offer refunds for lost tickets. In such instances, customers will be required to purchase a new ticket to travel.

 

If the passenger was found with an incorrect, invalid or without ticket, the full price of the ticket for the journey will be applied plus a penalty fine according to the general conditions of the carrier.

Each passenger can bring hand and passenger luggage, according to the conditions of the carrier. The fee for the passenger luggage is paid according to valid pricelist. Luggage for Arriva Croatia carriers' departures can be paid when purchasing your ticket in Arriva ticket offices. Hand luggage is free of charge, providing that is stored in overhead rack.

It is possible to take a bicycle on board if there is sufficient load carrying capacity, what has to be checked at boarding. Fee for transport of bicycle is paid according to valid price list.

Pets can travel by bus in accordance with the "Zakon o korištenju psa pomagača" (NN 39/2019):

  • For the carrier Autotrans : Only specially trained dog assistants and therapeutic dogs accompanying passengers can be accepted on board.

myArriva account

With myArriva account you can purchase tickets faster and easier, retrieve your tickets and book return journey, save your profile, favorite routes and passengers, view your previous and upcoming journeys with all details. Enjoy exclusive deals for myArriva members, get special offers and news directly on your e-mail and get in touch with our support team quicker.

In your account, under section “My bookings” choose order in which the ticket you want to reserve return journey is. In your ticket details check the checkbox next to “Book return”. Choose your travel date and click on button “Book”. List of departures on your chosen date will be shown. Select your departure and add it to cart.

Note: If you are booking two or more return journey reservations for the same departure be sure to select correct number of passengers. If you are booking two or more return journey reservations for different departures, departures for the first ticket will be listed first and below that departures for the second ticket, etc. When you have selected return journeys for all your tickets proceed to the payment.

In your account, under section “My bookings” choose order you want to book again. Next to ticket details click on the button “book again”. Be sure to select “book again” and departure dates for all tickets individually. List of departures on the chosen route will be shown, select departure, add a ticket to your cart and proceed to the payment.

In your account, under section “My favorite routes” click on the button “Add new route”.

Simply click on the yellow star next to destination fields in the journey planner and add one of your favorite routes.

In your account, under section “My favorite passengers” click on the button “Add new passenger”.

After you have selected your departure and added it to your cart click on the “Buy now” button. In Passengers data booking step click on the green star and add one or more of your favorite passengers.

After selecting your tickets, enter given promo code in the field Promo code in your shopping cart. Discount will be automatically calculated and displayed as a deduction from the cart total. During one purchase, only one promo code can be used. The same promo codes cannot be used for multiple purchases. Promo codes can be used only when purchasing tickets, not when booking a return journey or for reservation. Terms of use and redemption period of each promo code will be indicated upon receiving.

Unfortunately, login e-mail cannot be changed. If you wish to send tickets to a different e-mail, you can specify another e-mail in booking process under Ticket delivery details.

Password can be changed anytime in your account, section “My profile”.

Under Login form click on “Forgot password?” link and enter your e-mail address for password reset. E-mail with further instructions will be sent to your e-mail address.

Linked accounts are Facebook or Google accounts, which you can link to your myArriva account. If you don’t want to log in with your Facebook or Google account anymore but wish to keep all your data, you can delete linked accounts in My profile section, create a password and log in with your e-mail address.

You can delete your account in “My profile” section. Please, bear in mind if you delete your account you will still be able to use your bought tickets but all your account details and previous orders will be deleted. If you decide to create your account again with the same e-mail, this information cannot be restored.

Arriva Croatia mobile app

With free Arriva Croatia mobile app, you can easily buy a bus ticket and manage your tickets simply and safely. You can find the ticket or your QR code at any time under "My tickets". When boarding the bus, you must show the QR code on your mobile phone. Also, by purchasing a ticket in the mobile application, you get an additional App discount.

You can login using your myArriva, Facebook or Google account.

For a faster booking, we suggest storing your favorite routes (my Routes/myRoutes) and passengers (my Putnici/myPassengers) and filling out a user profile.

All you have to do is show the Arriva driver the ticket on your mobile device. You can easily find your QR code at any time in the application under My Tickets. In exceptional cases, such as for departures of other carriers, the ticket must be printed and then this will be clearly indicated in the booking process.

Using the QR code that you can find at any time in your App under My Tickets, and which must be presented to the driver when boarding the bus. The QR code can also be used, when boarding the bus, without an Internet connection.

In the menu under Settings/Language you can choose if you want to use the application in English or Croatian language.

You can update your profile at any time in your myarriva account under My Profile.

Password can be changed anytime in your myarriva account under Change Password.

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