Pursuant to Article 4 Paragraf 1 Item 26 and Article 41 Paragraf 1 Sub-paragraf 4 of the Road Transport Act (Official Gazette No. 82/2013, further in text - Law) CROTIA BUS d.o.o., Marina Drzica 4, 10 000 Zagreb, Croatia establishes the following
GENERAL CONDITIONS OF CARRIAGE
Article 1.
Carrier is CROATIA BUS d.o.o. (further in text - Croatia Bus), Strojarska 12/VI, 10 000 Zagreb, Croatia;
Passenger is the person carried by the carrier upon payment of a fee;
Services in domestic road transport include services on the territory of the Republic of Croatia;
Services in road transport within European Union include services between two or more member states of the European Union (further in text - EU), Switzerland included;
Services in international road transport include services between the member state of the EU and a country outside the EU;
License is the act by which is allowed to exercise the activity of the road transport of passengers or of goods, bus terminal services and carry out agency business;
Transport permit is the act provided for by present Law or by international agreement based on which the road transport of passengers or of goods is performed;
Vehicle is the bus and the personal vehicle with at least 9 seats (driver’s seat included) exclusively used for passengers transport;
Ticket is the document that entitles the passenger the right to use transport services of the carrier under the conditions established by these general conditions of carriage;
Article 2.
The General Terms of Transport establish relationships between the Carrier and the Passengers who use services of the Carrier in bus and coach transport and the conditions under which the Carrier shall offer transport services to the Passenger and his/her luggage.
Article 3.
The liner transport represented by this timetable is realized by carrier in cooperation with its liner partners. In cross-border traffic, transport is performed in cooperation with a transportation company that is domicile in the country where transport is performed. The licensee is carrier and/or partner participating in transport.
Article 4.
In the international liner transportation, transport is performed by buses with local license plates or license plates of the target country registered to the name of carrier, or partners in licences, thus it is not possible to request transportation by buses of a certain transporter. The contracting partner is the company that, within the framework of concession awarded to it, performs transportation. In case that company Croatia Bus sold a travel ticket, then this company is your contracting partner.
Article 5.
As a rule, transportation published here is performed without changing of buses. However, on certain sections we cannot exclude possible need for changing of buses. More information can be found in certain timetables or by asking the sales and transport staff.
Article 6.
We reserve the right to change the approved and published timetables, time of departure and prices of tickets.
The existence of the contract on transport is proved with the ticket.
With the contract on transport carrier undertakes to carry safely the passenger and his/her luggage according to the agreed route, and according to the published timetable, and the passenger undertakes to pay to the carrier the transport fare.
Article 7.
Carrier reserves the right to change the approved and published timetables, time of departure and prices of tickets.
Article 8.
Changes to timetables after the concluded transportation contract comes into force does not authorize a passenger to claim compensation for damages, unless the delays from the announced times of departure/arrival are more than 2 hours (in extreme cases of force majeure – even longer). If there are significant delays from the published timetable, passenger is entitled to terminate the contract on transport.
Article 9.
The ticket contains the date, time and coach service, data about the carrier and the price of the service. Tickets may be purchased at bus terminal, agencies, online, and in the carrier’s vehicles.
The ticket may be printed or handwritten.
Article 10.
A travel ticket consists of one or two coupons for a certain direction of transport and a receipt. Coupons are to be torn off only by an authorized person, meaning bus staff or a dispatcher. Transportation is not possible without a coupon for a certain destination. No reimbursement is foreseen for lost travel documents if reservation had already been changed prior to submission of request.
Article 11.
The carrier may perform any transport agreed with the owner of a travel document.
In cross-border transportation, a transport document is valid only with an official travel document that the passenger must possess. The price of a ticket does not include costs of hotel stays and meals. The costs of transportation from/to the point of departure/arrival are born by passenger himself/herself. For return tickets, the return transport must take place at the latest within six months from the date of issuing of travel ticket, meaning the use of the first part of the trip.
One-way tickets and online tickets are valid only for the date for when they are reserved/bought.
For special offers (see pricelists), shorter validity periods are foreseen.
Article 12.
Children and minors younger than 16 are transported only with a certified approval by a parent/guardian, and only if they travel accompanied by an adult. Minors aged 16 and over may travel alone, but they also must possess a certified approval by a parent/guardian. Please take into account national provisions of certain countries through which the line is passing.
Article 13.
Purchasing one-way ticket is the seat onto the bus automatically reserved, whicle in case of return trip the passenger is obliged to confirm the date and time of the return journey by purchasing a reservation. The return ticket entitles the passenger to take an outward and return journey for which the route is stated on the ticket; and obligates the carrier solely for the established date and time of the journey stated on the ticket,
Reservations are guaranteed seats. Reservations for specific seats are not possible.
Article 14.
The deadline for reservation of liner transport depends on the final destination of the trip. A reservation of four days in advance before the trip is desirable and the deadline for reservation is 24 hours prior the trip.
Before the vacations season, as well as before holidays, especially Christmas, New Year’s Eve and Easter, please make your reservation as early as possible.
If the passenger fails to buy the ticket at the latest 2 hours prior the trip or 6 hours on international services and services within EU, the ticket office is entitled to resell the reservation to another passenger, and the previous passenger looses the right to the reserved seat, as well as to the request for compensation from the carrier.
Article 15.
The passenger may reserve the seat in the vehicle at the authorized carrier’s sales offices, outlets and bus terminals, personally or by phone. Purchasing ticket online the seat is automatically reserved no matter whether it is one way or return ticket.
An office for reservation may charge a certain fee (bus station fee and reservation fee) for the service of reservation of a seat in a bus.
Article 16.
The price lists of trips are published in all sales offices, as well as on the Internet.
Information about discounts for children, youth and pensioners can also be found in all sales offices, as well as on the Internet.
Unless the law specifies otherwise, adding up of discounts is excluded.
Article 17.
Passenger is obliged to pay an extra transportation fee if:
The extra transportation fee amounts to double the price of a regular ticket, but cannot be lower than the equivalent of 40 euro.
Article 18.
Transport of luggage is generally limited to two pieces per person. (regular size: length (55 cm) – width (25 cm) – height (max. 100 cm)).
Hand luggage that can be stored in a place foreseen for it above passenger’s head or below the front seat, is transported free of charge.
However, passenger must place the hand luggage in a way that it does not endanger the security of transport and does not incommode other passengers. Persons with severe physical disabilities are entitled to free transport of their orthopedic aids and wheelchairs.
A dispatching fee is charged for transportation of luggage. The fee is paid in cash before boarding a bus and the amount is marked on numbered luggage tag.
Article 19.
When accepting and handling luggage, staff shall issue a corresponding ticket – numbered luggage tag which consists of two portions: the luggage tag portion which is attached by staff to a particular article, and the corresponding laggage claim coupon. Passenger is obliged to keep the coupon during the whole journey, and present it for inspection upon request. The existence of a contract of carriage of luggage and items can be proved only with the coupon. Furthermore, in case of lost or damaged luggage, a luggage coupon must be presented as a proof of paid fee for transportation of luggage.
In the case of damaged luggage or missing personal belongings on the bus, the passenger is required to contact the carrier within eight days from the day of travel. Otherwise, enquiry will not be subject for consideration.
Article 20.
This rule is valid only in case when contract of transport is concluded with company CROATIA BUS d.o.o. or GLOBTOUR d.o.o. Međugorje, BiH, in other cases conditions of other transportation companies are applicable.
Carrier is not responsible for left or forgotten luggage. The company is also not responsible for securities, jewelry, technical devices and photo equipment whose transportation across borders is forbidden by customs regulations.
A note with the name and address of passenger must be attached to each piece of luggage. We recommend that you put a duplicate of this note inside the luggage as well.
Transport of pets is not allowed. Transport of bicycle is not allowed, unless there are available capacities, and only with a prior announcement.
Article 21.
Article 22.
If transportation is endangered due to unforeseeable circumstances such as war and interior turmoil, epidemics, closing of border crossings, natural disasters, etc., carrier and passenger are authorized to cancel a contract on transport.
Article 23.
It is in the interest of passengers to submit a claim for compensation of damages in writing within 8 days from the date of the trip. Upon expiry of the deadline of 8 days, after the completion of a trip foreseen by the contract, a claim for compensation of damages can be recognized only if passenger was prevented from submitting a claim within the given deadline by reasons out of his/her control. The claims for compensation of damages due to possible faults in the performance of transportation services become obsolete 8 days after completion of the trip. The carrier is obligated to deliver a response within 30 days from the date of receiving the claim.
Article 24.
If passenger cancels a transport contract or fails to appear for transportation, provisions on refund are applied, taking into account the administration expenses of transporter.
In all cases, refund will be possible if a request is submitted in a timely manner in an office for reservations, and exclusively with presentation of a ticket.
Article 25.
Article 26.
Passenger himself/herself is responsible for respecting the regulations on passports, visas and customs. Damages that may arise from disrespecting these regulations are the sole burden of passenger, even in case regulations were changed after the reservation had been made.
Passenger in cross-border transport is obliged to carry with himself/herself all the documents necessary for crossing of border, and present them on demand of controllers appointed by carrier.
In order to speed up the procedure of customs control, luggage is handed over open for checking.
In case carrier is obliged to return a passenger from the border on an order by the Border Police or customs control, the passenger himself/herself bears the expenses of transportation to the closest resident area.
Article 27.
All cases of disputes fall under the jurisdiction of a local court.
Article 28.
Putting of certain provisions out of force does not cancel the validity of the contract on transport in full.
Company management – director
Zagreb, July 28, 2015.
Though Croatia Bus makes every effort to assure the accuracy of its website contents, cannot be held liable for any damages resulting from the use of its website.
While Croatia Bus believes the information to be reliable, human, mechanical or system errors remain possible. Therefore Croatia Bus will not be responsible for consequences resulting from any errors on croatiabus.com website. Croatia Bus does not guarantee the accuracy, completeness, timeliness, or correct sequencing of information provided herein. Further, Croatia Bus shall not be responsible for any error or omission, or for the use of, or the results obtained from the use of, this information.
If you believe there is a web site error, please report it by sending an e-mail on info@croatiabus.com explaining what happened and what page it happened on. We will make a reasonable effort to correct any error brought to our attention. We appreciate every help in correcting any error.
All rights are reserved. Reproduction, distribution or publication of any information from our website without prior written consent is strictly forbidden.
Croatia Bus is committed to protect its customers' personal data in a way that it collects only the necessary, basic information about customers/users that are necessary to fulfill our obligations. It is also committed to inform its customers about the way the collected data is used and to give customers a choice about the way of using their data including the decision whether they want or not want to have their name removed from the lists used for marketing campaigns. All user information provided will be kept strictly confidential and available only to those employees who need such information to perform their job. All employees of Croatia Bus and business partners are responsible for respecting the principles of the policy.
(Summary of the EU Regulation 181/2011 of the European Parliament and of the Council of 16 February 2011)
PASSENGERS RIGHTS
The EU Regulation 181/2011 of the European Parliament and of the Council of 16 February 2011 ensure protection of passengers right in regular transport by bus or coach. Subject to certain exceptions, this regulation applies to passengers travelling with regular services within the European Union (EU) and where the scheduled distance of the service is 250 km or more. Some of its provisions apply to all services, including those of shorter distance.
There are certain exemptions to this Regulation which apply to the regular services within the Republic of Croatia as well as to the international regular services with at least one scheduled stop outside the European Union.
The new rights applicable to all services include:
The rights of passengers travelling with regular services within the European Union where the scheduled distance of the service is 250 km or more include among other the following:
A full version of the legislation is available on:
EU Regulation 181/2011 https://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:32011R0181&from=DE
Croatian Act https://eur-lex.europa.eu/legal-content/HR/TXT/PDF/?uri=CELEX:32011R0181&from=DE
Act in German language: https://eur-lex.europa.eu/legal-content/DE/TXT/PDF/?uri=CELEX:32011R0181&from=DE
If you feel your rights as a passenger have been breached, please contact us on:
CROATIA BUS d.o.o.
Avenija Marina Držića 4
HR- 10000 Zagreb
info@croatiabus.hr
www.croatiabus.hr
ALTERNATIVE DISPUTE RESOLUTION FOR PASSENGERS
There´s also a possibility to solve disputes in alternativly according to § 19. AStG - Bundesgesetz über alternative Streitbeilegung in Verbraucherangelegenheiten (Alternative-Streitbeilegung-Gesetz – AStG). As follows:
Informationspflichten
Informationspflichten für Unternehmer
(2) Die in Abs. 1 genannten Informationen hat der Unternehmer, sofern vorhanden, auf seiner Website und gegebenenfalls in den allgemeinen Geschäftsbedingungen in klarer, verständlicher und leicht zugänglicher Weise anzuführen.
(3) Können der Unternehmer und der Verbraucher in einer Streitigkeit keine Einigung erzielen, so hat der Unternehmer den Verbraucher auf Papier oder einem anderen dauerhaften Datenträger auf die für ihn zuständige AS-Stelle oder zuständigen AS-Stellen hinzuweisen. Der Unternehmer hat zugleich anzugeben, ob er an einem Verfahren teilnehmen wird.
If you would like to know more about this Law, you can find it on this website https://www.ris.bka.gv.at/GeltendeFassung.wxe?Abfrage=Bundesnormen&Gesetzesnummer=20009242
The body in Austria for arbitration is the Indipendent Agency for Passenger-Rights (apf) and their website: www.passagier.at
INDIPENDENT AGENCY FOR PASSENGER-RIGHTS (APF)
Passengers, who have complained to us regarding to an Austrian route and who are not satisfied with the solution of the company, can contact the apf in Austria, if the case cannot be resolved. You can submit your documents via the online-complaint form at www.passagier.at.
If it is not possible to send the documents online, please send the documents via post to: Agentur für Passagier- und Fahrgastrechte, Fachbereich Bus, Linke Wienzeile 4/1/6, A-1060 Wien