Passenger Rights in Bus Transport

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) prescribes the protection of passenger rights in bus transport on routes within the Republic of Croatia where the departure and destination points are located within the European Union and the journey is 250 kilometers or more.

For domestic routes within the Republic of Croatia as well as for international routes with at least one stop outside the European Union, certain exemptions from the application of Regulation (EU) No. 181/2011 apply (until March 1, 2017).

Passenger rights for bus line services include:

– Non-discrimination of passengers based on their nationality or the point of sale where the ticket was purchased.
– The right to transport for persons with disabilities and persons with reduced mobility (except in cases where safety reasons are not met or due to the vehicle’s or infrastructure’s inadequate construction).
– Compensation for the loss or damage of wheelchairs or other mobility equipment in cases where the carrier or bus station is found liable.
– The right to travel information that must be provided to passengers before and during the journey, as well as information on passenger rights. Upon request, information for persons with reduced mobility is, if possible, provided in accessible formats.
– Establishment of a complaint (grievance) system by carriers available to all passengers.
– Resolution of complaints by the carrier within three months of receipt.

Passenger rights for routes between two or more countries within the European Union for distances of at least 250 km include, among other things:

– A guarantee of travel continuation or rerouting to the final destination or ticket reimbursement in cases of overbooking, trip cancellations, or departures delayed by more than 120 minutes.
– Appropriate assistance in cases of trip cancellations or delays of more than 90 minutes for trips scheduled to last more than three hours.
– Information in case of trip cancellations or delays.
– Compensation for death or personal injury, as well as for the loss or damage of luggage due to traffic accidents, and particularly assistance from the carrier regarding the immediate practical needs of passengers following an accident.

Passengers must first submit any complaints regarding violations of the provisions of Regulation (EU) No. 181/2011 to the carrier within 90 days of the date when the bus service was performed (contact details are on the ticket). The carrier must inform the passenger within 30 days of receiving the complaint as to whether the complaint is accepted, rejected, or still under review. The period for providing a final response is 90 days from the date of submission. Only if the carrier has not resolved the passenger’s complaint in the manner described (as stipulated in Article 27 of Regulation (EU) No. 181/2011) or if the passenger is dissatisfied with the resolution, the passenger may file a complaint with the Ministry of Maritime Affairs, Transport and Infrastructure as the implementing body in the Republic of Croatia. Following this, the Ministry will inform the passenger without delay, and no later than within 30 days of the date of receipt of the complaint in writing, about the established factual situation and measures taken concerning the complaint. If the passenger remains dissatisfied with the measures taken or if they have not been notified of the measures within the prescribed period, they may initiate an administrative dispute before the competent administrative court.