Refunds and change of travel

Sometimes due to changes in travel arrangements it is necessary to change the dates/times of departure or ask for a refund. Learn everything you need to know in the text below.

Can I change the dates of my trip?

Amendments are possible in one of our ticket offices:

  • 2 hours prior to departure on domestic bus lines
  • 6 hours prior to departure on international bus lines.

Online, it's possible to change only the date and time for the inbound journey of thereturn ticket. It is not possible to change the date and time of the outbound journey.

You can change the date and time of your return journey online as follows:

  • 2 hours prior to departure on domestic bus lines and for departures to/from Trieste and Ljubljana
  • 6 hours prior to departure on international bus lines (excluding Trieste and Ljubljana) for departures from Croatia
  • 24 hours prior to departure on international bus lines (excluding Trieste and Ljubljana) for departures to Croatia

How to change the dates and time of departure?

  1. Submit the application in one of the Arriva ticket offices. Check the opening hours of single office
  2. Change the date and time on our website - it is possible to change only the reservation of the return journey.

Note: you can reserve your return journey online only if you have purchased the return ticket on our website or in the ticket offices included in our information system (see the list).

Do I need to pay an additional fee when changing travel dates?

Changes of departure times will incur a new booking fee.

Am I entitled to a refund if I cancel the trip?

Passengers who want to cancel their coach journey are entitled to return their ticket(s):

  • 2 hours prior the departure on domestic bus lines
  • 6 hours prior the departure on international bus lines

Refunds shall be made according to the General Conditions of Carriage. For tickets purchased online, the return is done according to the General Conditions of Internet ticket sales.
We will refund the money paid for the ticket less 10% for administration charges.

How to get a refund?

1. For tickets purchased online it is necessary to:

  • fulfill the Refund Claim Form
  • submit your request by mail at: reklamacije@arriva.com.hr or by post to: Autotrans d.d., Služba podrške prometa i prodaje, p.p. 288, 51000 Rijeka

2. For tickets booked in person at one of the official ticket offices it is necessary to:

  • submit original ticket at the ticket office

3. For tickets purchased on the bus:

3.1. For tickets purchased on the Autotrans bus it is necessary to:

  • fulfill the Refund Claim Form
  • attach the original ticket to the form
  • deliver to one of the following ticket offices: Rijeka, Crikvenica, Novi Vinodolski, Ogulin, Gospić, Rab, Krk, Cres, Mali Lošinj, Labin, Pula, Rovinj, Poreč and Pazin, or send by post to: Autotrans d.d., Služba podrške prometa i prodaje, p.p. 288, 51000 Rijeka

3.2. For tickets purchased on the APP bus it is necessary to submit the original ticket together with the passenger data and the number of invoice to the address Autoprometno poduzeće d.d., Industrijska 14, 34000 Požega.

3.3. Tickets purchased on the Panturist bus can not be refunded.

4. Term passes:

4.1. For Autotrans term passes it is necessary to:

  • fulfill the Refund Claim Form
  • send the request with all attachments to the e-mail address: reklamacije@arriva.com.hr or deliver to one of the following offices: Rijeka, Crikvenica, Novi Vinodolski, Ogulin, Gospić, Rab, Krk, Cres, Mali Lošinj, Labin, Pula, Rovinj, Poreč and Pazin, or by post to: Autotrans d.d., Služba podrške prometa i prodaje, p.p. 288, 51000 Rijeka.

4.2. APP term passes can be returned only at the ticket office where the ticket was purchased.

4.3. Panturist term passes can be returned only at the ticket office with the chip card.

Please check all the terms and conditions wich apply to your ticket carefully before contacting us.

Single Return Open return