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Passenger Rights

 

This notice complies with Article 25 of Regulation (EU) No 181/2011 and the Act on the Implementation of the Regulation in the Republic of Croatia (Official Gazette No. 127/13).

Pursuant to Article 25 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 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), the following information is provided:

 

Information on Passenger Rights

SUMMARY OF REGULATION (EU) NO 181/2011 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL OF 16 FEBRUARY 2011

This Regulation applies, subject to certain exemptions, to passengers travelling on regular services where the boarding or alighting point is situated within the European Union (EU) and where the scheduled distance of the service is 250 km or more. Certain provisions of the Regulation apply to all transport services, including services on routes shorter than 250 km.

Certain exemptions from the application of the Regulation apply to domestic regular services within the Republic of Croatia, as well as to international regular passenger services with at least one scheduled stop outside the European Union.

Passenger rights for regular transport services include:

  1. Non-discrimination between passengers with regard to the conditions of transport offered by carriers.
  2. Non-discrimination and mandatory assistance for persons with disabilities and persons with reduced mobility (except where safety requirements cannot be met or where the design of the vehicle or infrastructure is inadequate).
  3. Passenger rights in the event of accidents resulting in death or personal injury, or the loss of or damage to luggage, arising from the use of a bus or coach.
  4. Passenger rights in the event of cancellation or delay.
  5. The right to travel information, which must be provided to passengers before and during the journey, as well as information on passenger rights. At the request of persons with reduced mobility, information shall, where feasible, be provided in accessible formats.
  6. The establishment by carriers of a complaint-handling system available to all passengers, with the carrier providing a final response to a complaint within three months of receiving it.
  7. General rules on enforcement.

Passenger rights for regular services between two or more European Union countries with a scheduled distance of at least 250 km (not applicable to domestic passenger transport within the Republic of Croatia or international passenger transport between an EU country and a non-EU country) include, among others, the following:

  1. A guarantee of continuation or rerouting to the final destination, or reimbursement of the ticket price, in cases of overbooking or where departure is cancelled or delayed by more than 120 minutes.
  2. Appropriate assistance in the event of cancellation or a delay in departure of more than 90 minutes for journeys with a scheduled duration of more than three hours.
  3. Information in the event of cancellation or delay in departure.
  4. Compensation in the event of 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 passengers’ immediate practical needs following an accident.

The full text of the Regulation is available on the EUR-Lex website

If you believe that your rights as a passenger have been restricted or violated, please contact us at:

Brioni d.o.o.
Šijanska cesta 4
52100 Pula
Croatia

COMPLAINTS COMMITTEE

or by email:

reklamacije@brioni.hr

Complaints and Claims

 

How to Submit a Complaint

In accordance with applicable regulations, BRIONI d.o.o., as a service provider operating in the activities registered in the relevant court register, is required to enable consumers/service users to submit complaints. Complaints may be submitted in the following ways:

1. In person at the Company’s business premises by submitting a written complaint (in which case the recipient must provide written confirmation of receipt of the complaint).

2. By post or email to:

Brioni d.o.o.
Complaints Committee
Šijanska cesta 4
52100 Pula
Croatia

or by email at:

reklamacije@brioni.hr

Response to a Complaint

The recipient of a complaint is required to respond in writing to all consumer complaints within 15 days of receiving the complaint.

 

Complaint Records

The recipient is required to keep records of complaints received for one year from the date of receipt of the written complaint. In the case of more complex requests, the Complaints Committee will inform the customer of any extension of the response deadline.

Information relating to complaints and claims is retained for the purposes of:

  • compliance with legal obligations,
  • resolving disputes and complaints,
  • accounting and administrative purposes.

 

Refunds

Refunds of transport fares are issued exclusively in accordance with Article 13 of the General Conditions of Carriage, available here