On line sections where replacement bus transport was introduced due to the execution of works, passengers purchase transport tickets for the 2nd class of the passenger train without reservation of seats/berths/beds. In the event that the transport ticket is not issued as indicated above, the passenger is entitled to a refund of the overpaid funds.
SUBMITTING AND RESOLVING COMPLAINTS AND DAMAGES CLAIMS
The passenger has the right to file a written complaint in order to protect their rights prescribed by Regulation (EU) No 2021/782, the Act on the Regulation of the Railway Services Market and the Protection of the Rights of Railway Passengers (Official Gazette 104/17) and other regulations governing the rights of passengers.
The passenger/holder of the right may submit a claim for compensation for which the railway undertaking is liable pursuant to Articles 18 and 19 of Regulation (EU) No 2021/782, under the conditions and within the time limits laid down in the Regulation.
For more information, please refer to the User Manual.
TRAIN DELAY CERTIFICATE
Pursuant to Article 20 of Regulation (EU) No 2021/782, railway undertakings shall inform affected passengers of how to request confirmation that a railway service has been delayed, missed or cancelled.
The train delay/cancellation certificate is issued on the train by the train crew, and at the station or stop by the cashier or information worker. In the event that there is no train crew on the train or that there is no cashier at the station/stop where the passenger gets off the train, the passenger may request a delay certificate by sending a request to the e-mail address reklamacije@hzpp.hr.
Information and transport tickets
Available at all official spots for the arrival an departure of passengers wherever possible in accordance with the technical conditions, and via smartphone, internet or on the train.
Punctuality of transport services, general principles for dealing with traffic disruptions
Disruptions in the timetable of trains occur due to extraordinary events, railway works, vehicle failures and infrastructure failures, as well as weather and natural disasters. Train crew and cashiers are obliged to inform passengers about traffic disruptions.
The above information can be found at web site or requested at the Contact Center of HŽ Putnički prijevoz via phone 060 333 444 (EUR 0.23 EUR per minute, and from a mobile line EUR 0.39 EUR per minute, HT d.d.), phone 01 4724 026 and email informacije@hzpp.hr.
Service cancellation
In the event of cancellation of the service, the passenger has the right to file a written complaint in order to protect their rights prescribed by the Act on the Regulation of the Railway Services Market and the Protection of the Rights of Railway Passengers (Official Gazette 104/17) and other regulations governing the rights of passengers.
Cleanliness of vehicles and station area (air quality in carriages, sanitary facilities hygiene, etc.)
Vehicle cleaning is carried out in 4 levels depending on the ability of each station area to perform cleaning and the time of vehicle retention at the station between two consecutive trains.
Vehicle cleaning levels are:
The passenger has the right to file a written complaint in order to protect their rights prescribed by the Act on the Regulation of the Railway Services Market and the Protection of the Rights of Railway Passengers (Official Gazette 104/17) and other regulations governing the rights of passengers.
Service User Satisfaction Survey
The Service User Satisfaction Survey is conducted during the year.
Resolving complaints, refunds and fees in cases of non-compliance with service quality standards
An automatic response on the receipt of the passenger's complaint to the e-mail address is sent upon receipt, and the complaints are resolved within the legal deadline.
Providing assistance to persons with disabilities and persons with reduced mobility
Available at all official spots for the arrival an departure of passengers wherever possible in accordance with the technical conditions, and the announcement of the trip requiring assistance should be requested at web site.