Claims and complaints

We inform our valued passengers and other users of our services, as well as visitors to this site, that all complaints, grievances and compliments can be sent in writing, by mail to the address: Autobusni Kolodvor Split d.o.o. Obala Kneza Domagoja 12. 21 000 Split, in person at the same address, as well as by e-mail: [email protected]

The Act on the implementation of 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, No. 127/13) regulates the protection of passenger rights in bus and coach transport on routes in the Republic of Croatia where the place of departure and the place of destination are within the European Union and where the journey is 250 kilometres or more.

 

Certain exemptions from the application of Regulation (EU) No. 181/2011 apply to domestic regular transport in the Republic of Croatia as well as to international regular transport of passengers with at least one stop outside the European Union (until 1 March 2017).

 

Passenger rights for regular bus services include:

 

  • Non-discrimination of passengers based on their nationality or the point of sale where the ticket was purchased
  • The right to transport persons with special needs and persons with reduced mobility (except in cases of non-compliance with safety reasons or inadequate construction of the vehicle or infrastructure)
  • Compensation for the loss or damage of a wheelchair or other mobility equipment in case of proven responsibility of the carrier or bus station
  • The right to travel information that should be provided to passengers before and during the trip, as well as information on passenger rights. At the request of persons with reduced mobility, information shall, where possible, be provided in acceptable formats
  • The establishment of a complaints system by the carrier available to all passengers
  • The resolution of the complaint by the carrier within 3 months of receipt

 

Passenger rights for regular transport between two or more European Union countries with a scheduled distance of at least 250 km include, inter alia, the following:

 

  • Guarantee of continuation or re-routing to the final destination or reimbursement of the ticket price in cases of overbooking or in cases of cancellation or delay of departure of more than 120 minutes
  • Appropriate assistance in the event of cancellation or delay of departure of more than 90 minutes for journeys with a scheduled duration of more than 3 hours
  • Information in the event of cancellation or delay of departure
  • Compensation for death or personal injury, as well as for loss of or damage to luggage resulting from road accidents, and in particular assistance from the carrier with regard to the immediate practical needs of the passenger following the accident

 

Your complaint regarding in violation of the provisions of Regulation (EU) No. 181/2011, the passenger is obliged, within 90 days from the date on which the scheduled transport was performed, to first submit to the carrier (data can be found on

ticket). The carrier is then obliged to inform the passenger within 30 days of receiving the complaint whether his complaint has been accepted, rejected or is still under consideration. The time for providing a final response is 90 days from the date of submission. Only in cases where the carrier has not resolved the passenger’s complaint in the manner described above (which is determined by Article 27 of Regulation (EU) No. 181/2011) or if the passenger is not satisfied with the manner in which the complaint was resolved, the passenger has the right to file a complaint with the Ministry of Maritime Affairs, Transport and Infrastructure as the implementing body in the Republic of Croatia. Accordingly, the Ministry will, without delay and no later than 30 days from the date of submission of the complaint, inform the passenger in writing of the established facts and the measures it has taken in response to the complaint. If the passenger is still not satisfied with the measures taken or is not informed of the measures taken within the prescribed period, he may initiate an administrative dispute by filing a lawsuit before the competent administrative court.