Complaints

How to submit a complaint

The passenger has the right to lodge a written complaint with the carrier no later than 90 days from the date on which the carriage was performed or should have been performed.

The complaint form can be found on the carrier's website and shall be delivered exclusively in writing to the carrier's address: Autotrans d.d., p.p. 288, 51000 Rijeka or by e-mail to: reklamacije@arriva.com.hr or in person to the office of Autotrans d.d. at Škurinjska cesta 2a, 51000 Rijeka, from 08:00 am to 02:00 pm, together with the original ticket, except in the case of a ticket purchased online, when only the order number of the online ticket must be indicated on the form.

Within 30 days of receiving the complaint, the carrier shall give notice to the passenger that their complaint has been substantiated, rejected or is still being considered.

The carrier must a deliver a definitive answer to the passenger no later than 90 days after the receipt of the written complaint. If the carrier fails to do so within a specified time limit, the passenger may submit a complaint to the Ministry of Maritime Affairs, Transport and Infrastructure.

The passenger undertakes not to make public statements concerning the carrier's service that is the subject of the complaint until the day of receipt of the carrier's written reply.

Within 5 days from the day of receipt of the reply to the written complaint, or in the event of failure to reply to the passenger's complaint within the specified time limit, the passenger may send the written complaint to the Autotrans Consumer Complaints Commission, whose member is also the representative of the Association for Consumer Protection. The complaint shall be submitted to the carrier’s address: Autotrans d.d., p.p. 288, 51000 Rijeka or by e-mail to: reklamacije@arriva.com.hr or in person to the office of Autotrans d.d. at Škurinjska cesta 2a, 51000 Rijeka, from 08:00 am to 02:00 pm.

Complaints received after the expiry of the period referred to in the previous paragraph of this article will not be taken in consideration.

The Commission is obliged to respond to the complaint received in writing to the passenger within 30 days from the date of receipt of the complaint.

The passenger undertakes not to make public statements concerning the subject of the complaint until the day of receipt of the Commission’s reply to the lodged complaint.

In connection with the complaint or report, the passenger may only initiate legal proceedings after the complaint or report procedure have been exhausted.