Refunds and change of travel

Sometimes due to changes in travel arrangements it is necessary to change the dates/times of departure or ask for a refund. Learn everything you need to know in the text below.

Do I have the right to a refund or change of date if I use a promo code when buying a ticket?

For tickets purchased with the use of a promo code, it is not possible to change the travel dates, nor to refund the fee in the form of a value voucher, nor exchange it for money.

Can I change the dates of my trip?

Amendments are possible in one of our ticket offices:

2 hours prior to departure on domestic bus lines
6 hours prior to departure on international bus lines.

Online, it's possible to change only the date and time for the inbound journey of the return ticket.

You can change the date and time of your return journey online as follows:

2 hours prior to departure on domestic bus lines and for departures to/from Trieste and Ljubljana
6 hours prior to departure on international bus lines (excluding Trieste and Ljubljana) for departures from Croatia
24 hours prior to departure on international bus lines (excluding Trieste and Ljubljana) for departures to Croatia

How to change the dates and time of departure?

visit one of the Arriva ticket offices. Check the opening hours of single office
change the date and time on our website - it is possible to change only the reservation of the return journey.

Note: you can reserve your return journey online only if you have purchased the return ticket on our website or in the ticket offices included in our information system (see the list).

Do I need to pay an additional fee when changing travel dates?

Changes of departure times will incur a new booking fee.

Am I entitled to a refund of the carriage charge if I cancel the trip?

It is possible to cancel the trip and get a refund of the carriage charge if the request is submitted within:

2 hours prior the departure on domestic bus lines
6 hours prior the departure on international bus lines

In case of trip cancellation, there are two possibilities:

cash refund minus the 10 percent handling fee
a coupon in the full amount of the carriage charge with a validity period of 12 months from the date of issue (the coupon can not be redeem in Arriva Croatia mobile app)

When buying a new ticket and using a coupon, the following applies:

if the carriage charge when purchasing a new ticket is higher than the available amount on the coupon the passenger is required to pay the difference between the amount of the coupon and the ticket.
if the carriage charge when purchasing a new ticket is lower than the available amount on the coupon a new coupon with the remaining amount and a new validity period will be issued, which can then be used when purchasing another ticket.

When requesting a refund for a ticket purchased on the bus, the coupon cannot be issued. It is only possible to get the cash refund minus the 10 percent of the full amount.

Reservations and station service are non-refundable.

Refunds shall be made according to the General Conditions of Carriage. For tickets purchased online, the return is done according to the General Conditions of Internet ticket sales.

How to get a refund?

1. For tickets purchased online it is necessary to:

request a refund here if you want to get a coupon in the full amount of the carriage cost. The coupon will then be sent to the e-mail address used when purchasing the ticket, with a validity period of 12 months from the date of issue to buy a new ticket
fill out the Refund Claim Form and send it to the e-mail address: reklamacije@arriva.com.hr or by regular mail to the address: Autotrans d.d., Služba podrške prometa i prodaje, p.p. 288, 51000 Rijeka, if you want to receive the cash refund minus the 10 percent of the full amount.

2. For tickets purchased in the mobile App:

for requesting a coupon, you need to select the ticket or order you want to return in the App under My Bookings and then choose a coupon option of return. The coupon will then be sent to the e-mail address used when purchasing the ticket, with a validity period of 12 months from the date of issue to buy a new ticket

3. For tickets booked in person at one of the official ticket offices it is necessary to:

submit original ticket at the ticket office and request one of the two available options for carriage charge refund

4. For tickets purchased on the bus it is necessary to:

fulfill the Refund Claim Form
attach the original ticket to the form
deliver to one of the following ticket offices: Rijeka, Crikvenica, Novi Vinodolski, Ogulin, Gospić, Rab, Krk, Cres, Mali Lošinj, Labin, Pula, Rovinj, Poreč, Pazin, Požega, Nova Gradiša, Pakrac, Osijek, Đakovo, Valpovo, Donji Miholjac, Našice, or send by post to: Autotrans d.d., Služba podrške prometa i prodaje, p.p. 288, 51000 Rijeka.

Note: for tickets purchased on the bus, it is only possible to receive a cash refund.

5. For Term passes is necessary to:

fulfill the Refund Claim Form
send the request with all attachments to the e-mail address: reklamacije@arriva.com.hr or deliver to one of the following offices: Rijeka, Crikvenica, Novi Vinodolski, Ogulin, Gospić, Rab, Krk, Cres, Mali Lošinj, Labin, Pula, Rovinj, Poreč and Pazin, or by post to: Autotrans d.d., Služba podrške prometa i prodaje, p.p. 288, 51000 Rijeka.

Please check all the terms and conditions wich apply to your ticket carefully before contacting us.