General Conditions of Carriage App

Under Article 4 paragraph 1 point 26 and Article 41 paragraph 1 indent 4 of the Road Transport Act (Official Gazette – 82/13) and Article 662 of the Civil Obligations Act (Official Gazette - 35/05, 41/08, 125/11, 78/15) App d.d., Požega, Industrijska 14 (from hereinafter: the operator), on 1st March 2017 establishes the following

 

GENERAL CONDITIONS OF CARRIAGE

 

1. Introductory provisions

Article 1

The terms of these general conditions mean:

- the operator is APP d.d., Požega, Industrijska 14,

- a passenger is a person who the operator transports for a fee,

- regular public services by domestic road transport are the carriage of passengers within the territory of the Republic of Croatia, which is carried out in line with the Road Transport Act (Official Gazette 82/13),

- a regular international service is the public carriage of passengers between the Republic of Croatia and other countries, namely:

- the public carriage of passengers between EU member states, in line with Regulation (EC) 1073/2009,

- the public carriage of passengers between the Republic of Croatia and third states

- a vehicle is any means of transport intended for the commercial carriage of passengers, in accordance with the regulations of road safety and carriage by road transport,

- a travel ticket is a document with which a passenger has the right to travel with the operator under the conditions established in these general conditions of carriage.

 

Article 2

These general conditions of carriage establish the mutual relations of the operator and a passenger who uses the services of the operator on a regular public service and the conditions under which the operator will offer the service of the carriage to the passenger and their luggage, as well as carriage organised by concession.

These general conditions of carriage apply to the regular public service of passengers on domestic and international road transport and carriage organised by concession whilst they are not applied to other forms of passenger carriage unless their application is not separately agreed upon.

 

2. Passenger carriage

Article 3

A passenger and the operator conclude a contract of carriage before the transport begins. The operator shall not carry a person who has not concluded a carriage contract with them.

With the carriage contract the operator commits itself to transport the passenger according to the agreed route by the published timetable, and the passenger is committed to pay the operator a specified fee for carriage.

The carriage contract is considered concluded when the passenger buys the operator’s ticket for travel at an authorised point of sale.

The operator’s travel tickets are sold exclusively at the operator’s authorised points of sale, other sales points under the authorisation of the operator and a vehicle’s staff during transport.

A ticket serves as proof that the contract of carriage is concluded and the passenger is obliged to retain it until the end of their journey.

A contract of carriage can be also be concluded between the operator and a transport client, in which case the transport client assumes the obligation of paying the fee for carriage and the obligation of arranging the passenger on a regular public service.

 

Article 4

The operator is obliged to ensure a passenger with a purchased travel ticket a place in the vehicle in line with the seat number according to the documentation of the vehicle and to transport them on the agreed route by the schedule of the service on which the passenger is to be carried, whilst the passenger is obliged to abide by these general conditions and during the entire journey to retain their ticket and present it to a ticket inspector or the crew of the operator's vehicle upon request.

In the case that the ticket inspector or the vehicle's crew and another authorised person of the operator, during the journey comes across a passenger without a travel ticket then they shall be obliged to pay the price of carriage of the longest route on the service which they are travelling, and in the case that the passenger refuses to pay, the inspector, the vehicle’s crew or another authorised person of the operator is authorised to remove the same passenger from the vehicle at the first suitable place.

 

Article 5

The operator sells named travel tickets and bearer tickets and in line with that determines the form of the travel tickets, namely:

  1. Named travel tickets:

- international tickets, besides the identification of the operator, the route, date and time and price of transport, can also contain the name and surname of the passenger, and

- a monthly travel ticket, can be of a pupil, student or worker, issued with their name and for a set route, consisting of an ID card which is used for the identity of the passenger, and which contains information about the passenger, a photograph, name and surname of the passenger plus the travel route and a coupon, which is bought every month and used as proof of the agreed contract of carriage.

  1. Bearer travel tickets:

- a computer printed travel ticket is sold at the operator’s organised sales points and contains on it the information about the passenger, the day, time and travel route and price of carriage, and can be a single or return ticket. A computer printed ticket can also be sold by other authorised sales points in line with a contract agreed with the operator,

- a written travel ticket (blank) is sold to passengers on the bus on routes which the operator determines as such according to the schedule for an individual route and it contains information about the operator, a space for adding the route, the day and time and price of carriage, and is sold to passengers as a single or return ticket on the corresponding form of the operator,

- a ticket issued by a vehicle’s crew from a mobile terminal (machine), and it contains information about the operator, day and time of issue, and the route of travel and price of carriage, and can be a single or return ticket.

The right to travel on a named ticket cannot be transferred to another person without the consent of the operator.

The operator can, when necessary, set the forms and other travel tickets.

Travel tickets which do not contain one of the elements mentioned in the first paragraph are invalid, and their holder will be considered as a passenger without a ticket.

 

Article 6

A travel ticket is typically issued for a single journey and the operator commits to the day, time and route of carriage which are marked on the ticket.

A passenger can buy a return ticket on routes which the operator determines as such.

On a return ticket the operator marks the period of validity of the same, and the mentioned ticket cannot be used after the expiration of the valid period, even if the right to travel has not been used in the mentioned period.

The passenger is obliged to use the return ticket on the date and at the time of departure which are marked on the ticket.

The passenger is obliged to confirm the date and time of return carriage by buying a reservation, and this should be done two hours before the journey begins at the latest.

The validity of a return ticket is calculated from the day that the journey begins.

 

Article 7

The operator sells travel tickets at any place which is authorised to sell the operator’s tickets.

The passenger can buy the operator’s travel tickets at organised sales points, bus stations, travel agencies, branch offices and on the operator’s vehicles.

 

Article 8

The passenger can reserve a place on a vehicle in person at the operator’s authorised sales points, in writing or by telephone.

A reservation in line with the previous paragraph obliges the operator only if the passenger, no later than two hours before the start of the journey, buys a ticket for the route, the date and time of travel for which they have made the reservation in line with the previous paragraph.

In the case that the passenger does not buy a travel ticket in line with the previous paragraph, the sales point has the right to sell the reservation to another passenger, and the previous passenger loses their right to the reserved place on the vehicle as well as the right to compensation from the operator.

A reservation is not issued without a purchased travel ticket, apart from when the passenger possesses a valid return ticket.

The operator reserves the right on individual services to modify the number of a seat which is mentioned on the reservation upon which it is obliged to ensure a passenger a seat with a valid reservation.

The fee for a reservation is paid according to the valid price list of the operator or the organised point of sale.

As an exemption from that mentioned in paragraph 2 of this article, the operator can, during the course of the year, alter the time in which the holding of a place on a bus is valid. In this case the operator will, by posting on the website www.arriva.com.hr , notify passengers about the new time of the validity and duration of the application of the altered time from this paragraph.

 

Article 9

A passenger has the right by writing to withdraw from the contract of carriage before the journey starts and should do so no later than two hours before the beginning of the journey.

In the case from the previous paragraph, the operator shall return the carriage fee to the passenger, minus 10% of the price of the travel ticket, as handling fees, and the passenger shall give back the issued ticket to the operator.

The referred to in this article relates to single travel tickets and return tickets which are still valid.

The passenger from paragraph 1 of this article has no right to the refund of money paid for the bus station service and reservation.

In the case that a passenger withdraws from the journey outside of the period set out with this article the operator has the right to compensation due to the withdrawal of the passenger from carriage which is determined to the amount of the price of the ticket on the route on which the passenger withdrew from the journey and therefore the passenger has no right to a refund of the carriage fee.

 

Article 10

A passenger has the right to withdraw from a journey upon returning on the route for which they have a purchased return ticket under the conditions from the previous article.

If a passenger buys a return ticket but is unable or does not want to use the same for the return, they have the right to a refund of the unused part of the carriage, provided the request for the refund can be made no later than the expiry of the validity of the return ticket.

Under the conditions from the previous two paragraphs, the operator shall deduct the price of a one-way carriage from the paid price of a return ticket with the corresponding commercial privilege plus 10% for handling fees and will pay the difference to the passenger.

Upon the calculation of the refund amount, the same is rounded-off to a whole number according to the customary regulations of rounding-off.

The passenger from paragraph 1 of this article has no right to the refund of money paid for the bus station service and reservation.

 

Article 11

A passenger has the right to terminate the contract and return a monthly travel ticket, and to request a refund of the carriage fee from the operator.

If a refund of a monthly ticket is requested before the beginning of the month for which it was purchased, the operator shall return to the passenger the paid amount of the price of the specific monthly ticket, minus 10% for handling costs.

If a refund of a monthly ticket is requested during the month for which the ticket was purchased, the passenger shall be refunded the amount paid for the issuance of the specified monthly ticket, which is reduced by the number of used days of carriage in both directions at the regular price of a travel ticket and reduced by 10% for handling fees. Non-working days (religious holidays, state holidays and alike) and Sundays are not counted in the number of used days of carriage.

 

Article 12

A declaration of the withdrawal from carriage and the request for a refund for carriage are made exclusively at organised sale points where the travel ticket was purchased, along with the presentation of the travel ticket concerned.

For travel tickets purchased on the operator’s vehicles, it is possible to submit a written request for a refund of the carriage fee which should be sent to the address of APP d.d. Industrijska 14, 34 000 Požega, which must also be accompanied by the travel ticket.

The crew of an operator’s vehicle cannot accept a declaration of the withdrawal from carriage for the refund of the carriage fee nor pay the same to the passenger.

A refund of the carriage fee is only carried out at the sales point where the travel ticket was purchased.

As an exemption from the previous paragraph, if a request for the refund of the carriage fee is submitted in the written form, then the refund is paid exclusively to the account which is specified in the same.

 

Article 13

In the case that a passenger buys a travel ticket for a specified day and time, and is prevented from travelling at the specified time, the operator shall enable the passenger an alteration to the period of the validity of the ticket in the case that the passenger requests it within the period from Article 9 of these general conditions.

 

Article 14

A declaration of withdrawal from carriage and a request for the refund of the carriage fee do not oblige the operator in the case that they are submitted after the expiration of the deadline for the withdrawal from carriage according to these general conditions.

 

Article 15

The operator sets the timetable and the price of carriage for all the routes on an individual service and publishes them at its sales points, apart from on a vehicle.

When determining the sales prices of carriage the operator can also take into consideration the commercial privileges, discounts, for certain categories of passengers which it determines as such.

In the case of the use of commercial privileges the passenger must prove their status with a document that the operator determines.

 

Article 16

The operator shall issue a passenger upon their request with the confirmation of the price of a travel ticket for a requested route on which the operator performs transport.

The confirmation from the previous paragraph is issued at the operator’s sales point, on a certain form and is charged at the price according to the price list of the bus station services of the operator.

 

Article 17

The operator shall accept only a passenger on board who has a purchased travel ticket of the operator.

The operator reserves the right to not sell a travel ticket to a passenger for whom it knows has carried out the activities from Article 19 of these general conditions in the operator’s vehicles.

The passenger is obliged to possess a travel ticket for the route which they travel for the duration of the entire journey.

A passenger who is found on an operator’s vehicle without a valid ticket is obliged to pay the price of a ticket for the longest route on the service on which the vehicle is travelling.

The crew of the operator’s vehicle or internal inspector has the right to expel a passenger who refuses to pay for a travel ticket according to the previous paragraph from the journey at the next sales point.

 

Article 18

A passenger is obliged to make sure that upon departure or at a stop they enter the operator’s vehicle which is travelling on the route for which they have purchased a travel ticket and that they exit the vehicle at their designated bus station or stop.

The passenger can enter or leave a bus only at a bus station or bus stop which has been planned according to the timetable.

In the case that a passenger is delayed, the operator has no kind of obligation towards the passenger.

The operator is not obliged to delay the vehicle and wait for a passenger who does not respect the vehicle’s stop time during short stops due to the use of the toilet and/or refreshments.

The operator is removed from all liability for damages on the basis of the damage claim of a passenger, and which result as a consequence of the negligence of passengers mentioned in this article.

 

Article 19

The operator’s vehicle crew or internal inspector are authorised to expel a passenger from a journey:

- if they disturb the order or peace in a vehicle,

- if they endanger traffic safety,

- if they hinder the work of the vehicle's crew,

- if they hinder the work of the inspector,

- if they behave impolitely towards other passengers on the bus, the vehicle's crew or internal inspector of the operator,

- if they destroy the operator’s property or that of other passengers,

- if in another way they hinder the regular operation of the carriage,

- if they are found on a vehicle without a travel ticket and refuse to pay the price of a ticket for the longest route of the specified service.

At the same time as a passenger is expelled from the journey the vehicle's crew hand over their luggage to them.

In this case from this article the passenger has no right to a refund of the amount of the price of a ticket due to the non-completion of the carriage.

 

Article 20

For the duration of a journey, on seats on which safety belts are installed, a passenger is obliged to use a belt in line with the provisions in force via the Law on Road Traffic Safety.

Any possible consequences in the case of an adverse event due to the non-compliance of the provisions from paragraph 1 of this article are borne by the passenger.

A passenger is not allowed to move through the vehicle during the journey nor to get out of their seat (if seated) until the vehicle stops to let out passengers.

Passengers who travel on routes of at least 700 km will be allowed the use of the sanitary facilities and toilet in the operator’s vehicle.

 

Article 21

The operator shall accept and transport any person who satisfies the conditions from these general conditions.

The operator will not accept on board:

- persons who do not have the operator’s ticket,

- persons carrying firearms, apart from passengers performing an official duty, under the condition that their weapon is in safety mode,

- children under 7 years of age, if they are not accompanied by an adult,

- persons whose clothing or luggage are contaminated to such an extent that there exists the danger of contamination to passengers’ clothing or the vehicle,

- persons under the visible effects of alcohol or intoxicating drugs,

- persons who are inappropriately, or insufficiently dressed.

 

Article 22

A passenger who intentionally or from extreme negligence contaminates a vehicle is obliged to pay for the cleaning of the vehicle at the costs incurred.

A passenger is obliged to compensate the operator for damage caused intentionally or from extreme negligence.

 

Article 23

The operator has the right to refuse a reservation, to issue a ticket or in another way provide a ticket or take on board a disabled or person of reduced mobility in the case of the need of complying to the applicable safety requirements of the established norms of international law, Community law or national law or due to the complying to health and safety requirements which authorised authorities establish, and in the case when the design of the vehicle or infrastructure of the bus stations or bus stops physically prevent the embarkation and disembarkation or carriage of persons with disabilities or person of reduced mobility in a safe and practically feasible way.

 

Article 24

The operator has the right to be late in arriving at a passenger’s destination at the time of the specified schedule in the event of force majeure and other objective circumstances which prevent the scheduled timetable, such as bad weather, traffic jams and delays, traffic accidents etc.

 

Article 25

During a regular service of a scheduled distance of less than 250 km, a passenger has the following rights:

-          upon the cancellation or delay of departure from a bus station of more than 120 minutes, or in the case of the overbooking of reservations, the passenger has the right to choose between the continuation or redirection of carriage to the final destination with the first available service without an additional travel cost or a refund of the price of their ticket, and, where necessary, a free return journey to the first point of departure indicated in the contract of carriage at the earliest opportunity.

-   

The same does not apply to passengers who have an open return ticket without a validated ticket and reservation with the day and time of return.

A passenger is obliged to inform the operator about their choice in a verifiable way within 60 minutes after the circumstances from the previous paragraph of this article have arisen.

A refund of money, to a passenger from paragraph 2 subparagraph 1 of this article, will be made within 14 days of the receipt of the passenger’s request, in cash, unless the passenger accepts another form of compensation.

The payment includes the full price at which the travel ticket was purchased, for the part or parts of the journey which have not been travelled and for the already travelled parts of the journey if the carriage no longer serves the purpose in view of the passenger’s travel plan.

-           upon the cancellation or delay of departure from a bus station of more than 90 minutes of journeys which are scheduled to last more than 3 hours, a passenger has the right to a snack and refreshing drink adequate for the waiting time, provided that the same are available at the bus station or they are quite possible to be acquired and a hotel room or other accommodation if the stay of one or more nights is necessary. The cost of accommodation cannot be more than 80 Euros per night and for two nights at most.

The operator is not obliged to provide accommodation if the cancellation or delay is caused by severe weather conditions or a natural disaster which have endangered the safe operation of the journey.

-           In the event of a road traffic accident which arises from the provided carriage service under these general conditions the operator shall provide passengers from paragraph 1 of this article reasonable and proportional assistance in view of the immediate needs of passengers after the accident, including carriage, accommodation, food, clothing and the provision of first aid. The total cost of accommodation cannot be more than 80 Euros per passenger per night and for two nights at most.

 

Article 26

A passenger who wishes to receive necessary information of a correctly defined journey in the course of its duration is obliged, upon the conclusion of the contract of carriage with the operator or at the bus station, to leave their contact details via which such information can be provided.

Other information is given to passengers via the operator’s website and at bus stations.

 

3. Transport of luggage

Article 27

Hand, passenger and unaccompanied luggage are transported on the operator’s vehicles on a regular public service, as well as items which are not considered hand, passenger or unaccompanied luggage, under the conditions set out in these general conditions.

Only hand luggage is transported in 8+1 person road transport vehicles.

 

Article 28

Hand luggage is considered to be something that can be brought into a vehicle and placed in a defined place, and which passengers take care of themselves.

Hand luggage is understood to be items of small dimensions, such as handbags and alike which can be placed on the shelf above the seats in a vehicle or that passengers can keep with themselves so that they do not bother other passengers.

The transport of hand luggage is not chargeable and the operator is not responsible for the loss or damage of the same.

 

Article 29

Passenger luggage is understood as being suitcases, bags, backpacks, sacks, baskets and alike, i.e. similar items which travel with a passenger, yet by their dimensions, weight and shape cannot be brought into a vehicle and be held by a passenger in line with paragraph 2 of the previous article, and so they are placed in the luggage compartment of the vehicle and their transport is chargeable according to the operator’s valid price list.

Upon the submission of a passenger’s luggage on board, the passenger is obliged to inform the vehicle's crew of its contents.

Upon the submission of a passenger’s luggage the vehicle's crew issue the passenger a receipt for the transport of the luggage and a luggage tag which is affixed to the luggage. The issued receipt and luggage ticket prove the existence of the contract of the transport of luggage and the existence of the said contract cannot be proved in another way.

Upon arrival at their destination a passenger is required to take their luggage immediately.

 

Article 30

The operator shall accept unaccompanied luggage on board according to the available luggage space in a vehicle.

Unaccompanied luggage is considered to be things which do not accompany a passenger in a vehicle.

Upon the submission of unaccompanied luggage on board the sender is obliged to inform the vehicle's crew of the contents of the unaccompanied luggage, their name and surname, their address and contact telephone number and the same information of the recipient of the unaccompanied luggage, and to pay the transport fee of the mentioned luggage.

The transport of unaccompanied luggage is chargeable according to the operator’s price list.

Upon the submission of unaccompanied luggage, the vehicle's crew issues a receipt to the sender for the transport of the luggage and a luggage tag which is affixed to the luggage.

The vehicle's crew confirms the acceptance of unaccompanied luggage on board with the issuance of a receipt which is given to the sender. Upon the collection of unaccompanied luggage, the recipient is obliged to prove their identity by presenting their personal ID card.

On international EU services the operator takes on board unaccompanied luggage only on routes on which it performs transportation within the Republic of Croatia, whilst on other international services unaccompanied luggage will not be taken on board.

The recipient of unaccompanied luggage is obliged to wait for and collect the said luggage. The operator is not responsible for unaccompanied luggage if the recipient has not waited for the vehicle and collected the luggage.

 

Article 31

The operator is not responsible for the incorrect information in connection with the contents of luggage.

The vehicle's crew are authorised to refuse luggage in the case that a passenger or sender refuses to reveal its contents or the information from Article 30 of these general conditions.

In the event that a passenger leaves their luggage in a vehicle or a recipient does not collect unaccompanied luggage, the operator is responsible for the same as found property.

 

Article 32

A passenger who has hand and travelling luggage, or a sender of unaccompanied luggage, is obliged to pack the luggage so that by its properties or condition it does not damage or endanger the vehicle or the luggage of other passengers in the vehicle.

The vehicle's crew are authorised to refuse to accept on board luggage which is contrary to the provisions of the previous paragraph.

 

Article 33

The operator is liable for damage which is caused to the passenger or sender of unaccompanied luggage with the loss or damage to travelling or unaccompanied luggage up to the amount of 2,000 kunas per piece of luggage.

The operator is not responsible for damage to luggage which is not packed according to the previous article, i.e. for damage to luggage which by its properties or condition is subject to loss or damage.

Upon the submission of luggage for transportation the passenger is obliged to inform the vehicle's crew of the value of the luggage above the total mentioned in paragraph 1 of this article and to allow the vehicle's crew to inspect the luggage.

The operator is not responsible for damage to luggage if the contract about the transport of luggage cannot be proved by an original receipt.

 

Article 34

A passenger is obliged to compensate the operator for damage caused by the characteristics or condition of luggage.

The operator shall not accept on board as luggage:

- explosive or highly flammable items,

- weapons,

- items with an unpleasant smell,

- items with perishable contents,

- items which are corrosive or can hurt or soil passengers, luggage or the vehicle,

- items that are easily broken,

- valuables, such as gold, precious stones, particularly valuable items etc.

- cash,

- valuable papers,

- jewellery and artwork,

- fresh and frozen fish and fish products, shellfish and molluscs,

- fresh and frozen meat and meat products,

- milk and dairy products.

Only specially trained guide dogs for the blind can be taken on board accompanied by the blind person as a passenger.

 

Article 35

On leaving a vehicle at the destination point of a journey a passenger is obliged to take away all of their things which they had with them in the vehicle and to also collect their stowed luggage they had with them from the vehicle.

The operator is not responsible for things found in a bus at the end of a journey.

 

Article 36

All disputes between passengers are resolved by the vehicle's crew during the journey. Disputes between passengers and the vehicle's crew are resolved by the operator.

 

Article 37

During international carriage and carriage within the EU the passenger is obliged to comply with the regulations of other countries which relate to transport, entry and exit documents (passports, visa, money necessary for the stay in a country and so on) as well as other regulations connected to customs, tax authorities and other administrative bodies in relation to them personally and as well as with their stowed and hand luggage. The operator is removed from all liability for damages on the basis of a claim of a passenger, and which result as a consequence of the negligence of passengers from paragraph 1 of this article.

 

Article 38

The operator shall keep everything it has found out about a passenger as a business secret and without their permission, apart from legally prescribed cases or at the request of an authorised governing authority, it shall not impart the personal data of a passenger gathered for the purpose of concluding the contract of carriage and/or the issuance of documents which are the basis for the achievement of the rights to the commercial privileges of the operator.

The correction, amendment and deletion of the personal data of a passenger is performed on the basis of a written request from the passenger sent to the address APP d.d., Industrijska 14, 34000 Požega, the Personal Data Protection Officer or via an e-mail to the address app@app.hr (type of enquiry: protection of personal data).

 

Article 39

Apart from the rights and obligations established in these general conditions, a passenger has rights in line with EU Regulation number 181/2011 and the Law on the Implementation of the Regulation (EU) no. 181/2011 of the European Parliament and of the Council from 16th February 2011 about the rights of passengers during carriage by bus and coach and the amending Regulation (EC) no. 2006/2004 (Official Gazette 127/13).

 

Article 40

In line with Regulation (EU) no. 181/2011, a passenger has the right within 90 days from when the regular service was carried out or when it should have been to submit a complaint to the operator for services which relate to:

  1. a) discrimination amongst passengers with regards to the conditions of carriage,
  2. b) the rights of a passenger in the event of an accident with a fatal consequence or personal injury or the loss and damage of luggage, which occur during the use of a bus,
  3. c) discrimination and the obligatory assistance to persons with a disability and persons of reduced mobility,
  4. d) the rights of a passenger in the event of cancellation or delay,
  5. e) the minimum of information which should be provided to passengers.

A claim from paragraph 1 of this article is submitted in the manner defined in paragraph 2 of Article 41 of these general conditions.

The operator is obliged within 30 days of the receipt of a complaint to inform a passenger about the stage in which their complaint is (founded, rejected or still under consideration). The operator is obliged to give a final answer within a 90-day deadline from the receipt of the complaint.

A passenger is obliged to not speak out publicly in connection to a service of the operator which is the subject of a claim until the day of the receipt of a written statement from the operator.

In the case that the operator does not resolve the complaint of a passenger within the previously mentioned deadline, the passenger has the right to file a complaint with the relevant ministry.

 

Article 41

In cases which are not included in the circumstances from the previous article, according to the Law of Consumer Protection, a passenger has the right to submit a written claim to the operator no later than 15 days from the day when the carriage was carried out or when it should have been.

A claim from paragraph 1 of this article should be delivered only in a written form to the operator’s address: APP d.d., Industrijska 14, Požega or by e-mail to: app@app.hr with which the original copy of the travel and/or luggage ticket, in other words, a receipt, should also be attached.

The operator is obliged within 15 days of the receipt of a written claim to inform a passenger whether the statements from the same are founded, rejected or are still being processed.

A passenger is obliged to not speak out publicly in connection to the carriage service which is the subject of a claim until the day of the receipt of a written statement from the operator.

Within 5 days of the receipt of an answer to a written claim from the previous article of these general conditions, the passenger can submit a written complaint to the Operator’s Consumer Complaints Committee within which there is also a representative of the Association for Consumer Protection.

Complaints received after the expiration of the deadline from the previous paragraph will not be included in the process.

The Committee is obliged to respond in writing to the passenger to the receipt of the complaint within 30 days from the day of the receipt of the complaint.

The passenger is obliged to not speak out publically in connection with the subject of the submitted complaint until the day of receipt of the response of the Committee.

In connection with the claim, i.e. complaint, a passenger can initiate a court procedure only after they have exhausted the process of resolving the claim in line with Articles 40 and 41 of these general conditions.

In the event of a dispute between a passenger and the operator, the relevant court will be determined according to the registered office of the operator.

 

Article 42

The operator can change these general conditions of carriage in line with its business policies and valid legal regulations.

 

Article 43

These general conditions come into force on the day of their adoption, and they are available to passengers on the operator’s website at www.arriva.com.hr.

On the day of the coming into force of these general conditions the acts which until now have determined the subject matter cease to be valid.

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