Complaints

INSTRUCTIONS FOR SUBMITTING COMPLAINTS

We inform our valued service users that they can submit their complaints in one of the following ways:

• By written complaint via email: info@adraipass.eu
• By written complaint via post to the agency’s address: Mate Balote 57 A, 51500 Krk

Adriapass d.o.o. will respond to the received complaint within 15 days of receipt.

METHOD OF SUBMITTING COMPLAINTS

Immediately, at the very location, the traveller should report the inadequate service to the tour/trip/excursion leader or the organizer’s representative, if present; otherwise, to the service provider. If the customer/user does not submit a complaint in the above-mentioned manner and uses the service, they forfeit the right to compensation.

The traveller is obliged to cooperate with the tour leader or the organizer’s representative and the service provider in good faith to eliminate the cause of the complaint. If the traveller does not accept the proposed solution to the complaint that corresponds to the paid service at the location, the organizer will not consider subsequent customer complaints and is not obliged to respond to them.

If the cause of the complaint is not resolved, the traveller, along with the tour leader or the organizer’s representative or service provider, will draft a written confirmation in two copies, both of which must be signed. The traveller retains one copy of this confirmation.

No later than 8 days after returning, the traveller submits a written complaint to the sales point where the arrangement was paid for, attaching the written confirmation signed by the representative and any possible receipts for additional costs. The organizer will only process fully documented complaints received within the stated 8-day period.

The organizer is required to provide a written resolution to the complaint within 14 days of receiving the complaint at the sales point. The organizer may extend the complaint resolution period by up to an additional 14 days for collecting information and verifying the claims with the service provider. The organizer will only handle complaints where the cause could not be resolved at the location of stay. Until the organizer decides on the traveller’s complaint, the traveller waives the right to involve any other person, judicial authority, or provide information to the media.

If the services from the program were performed incompletely or inadequately, the customer can request proportional compensation by submitting a written complaint.

Details of the competent authority under whose official supervision the travel agency operates: Ministry of Tourism – Independent Sector of Tourism Inspection Tourism Inspection Service Regional Unit Zagreb Trg Republike Hrvatske 8/1 10000 Zagreb

ONLINE DISPUTE RESOLUTION PLATFORM (ORS)

In accordance with European Union regulations, customers can submit their complaints regarding online purchases or resolve consumer disputes for products and services purchased online.

European Union Regulation No. 524/2013 on online dispute resolution for consumer disputes (Online Dispute Resolution platform) has been applicable since January 9, 2016.

According to Article 14, Paragraph 1 of this Regulation, traders based in the European Union participating in online sales contracts must provide an electronic link to the ORS Platform in an easily accessible place on their websites. The Online Dispute Resolution platform (ORS Platform) has been operational since February 15, 2016.

Electronic link (URL): Online Dispute Resolution Platform.