http___galaxy-travel.hr_air-transport-general-rules.xml
http___galaxy-travel.hr_hr_opca-pravila-avio-prijevoza_1.xml
1.1 2.1 3.1 3.2 4.1 5.1 6.1 6.2 7.1 8.1 9.1 10.1 11.1 11.2 12.1 13.1 14.1 15.1 15.2 16.1 17.1 18.1 19.1 20.1 21.1 22.1 23.1 24.1 25.1 26.1 27.1 28.1 29.1 30.1 30.2 31.1 32.1 33.1 34.1 35.1 36.1 37.1 38.1 38.2 39.1 40.1 41.1 42.1 43.1 44.1 45.1 46.1 47.1 48.1 49.1 50.1 51.1 51.2 52.1 53.1 54.1 55.1 56.1 57.1 58.1 59.1 60.1 61.1 61.2 62.1 63.1 64.1 64.2 64.3 64.4 65.1 66.1 67.1 67.2 67.3 67.4 67.5 68.1 69.1 70.1 71.1 71.2 72.1 73.1 74.1 74.2 75.1 75.2 76.1 77.1 78.1 79.1 80.1 80.2 80.3 81.1 82.1 83.1 84.1 85.1 86.1 87.1 88.1 88.2 88.3 89.1 90.1 90.2 91.1 92.1 93.1 94.1 94.2 95.1 96.1 96.2 97.1 98.1 99.1 99.2 99.3 99.4 100.1 101.1 101.2 101.3 102.1 103.1 104.1 105.1 106.1 106.2 106.3 106.4 107.1 108.1 109.1 110.1 111.1 112.1 113.1 114.1 115.1 116.1 116.2 117.1 117.2 118.1 119.1 120.1 121.1 122.1 123.1 124.1 125.1 126.1 127.1 128.1 129.1 129.2 130.1 131.1 132.1 133.1 134.1 135.1 136.1 137.1 138.1 139.1 139.2 140.1 141.1 141.2 142.1 142.2 143.1 144.1 145.1 145.2 146.1 147.1 147.2 147.3 147.4 147.5 147.6 147.7 147.8 147.9 147.10 148.1 148.2 149.1 150.1 150.2 150.3 151.1 152.1 153.1 154.1 155.1 156.1 157.1 158.1 159.1 160.1 161.1 162.1 163.1 163.2 164.1 164.2 164.3 165.1 166.1 167.1 168.1 169.1 170.1 170.2 171.1 172.1 173.1 174.1 175.1 176.1 177.1 177.2 178.1 178.2 179.1 180.1 181.1 182.1 183.1 183.2 183.3 184.1 185.1 186.1 187.1 188.1 188.2 189.1 190.1 191.1 192.1 193.1 193.2 193.3 194.1 194.2 194.3 194.4 194.5 195.1 196.1 197.1 198.1 199.1 199.2 200.1 201.1 201.2 202.1 203.1 204.1 205.1 206.1 207.1 208.1 209.1 210.1 211.1 212.1 213.1 214.1 215.1 216.1 217.1 218.1 218.2 219.1 220.1 221.1 222.1 222.2 222.3 223.1 224.1 225.1 226.1 226.2 227.1 228.1 228.2 229.1 230.1 231.1 232.1 232.2 233.1 234.1 234.2 234.3 235.1 236.1 236.2 237.1 238.1 238.2 239.1 239.2 240.1 241.1 242.1 242.2 243.1 244.1 245.1 246.1 246.2 246.3 247.1 247.2 247.3 247.4 248.1 249.1 250.1 251.1 251.2 252.1
IMPORTANT NOTE! The main purpose of this document is clarifying to air travel passengers the main common rules applicable to domestic and international air travel. Although most airlines apply the rules described below, some discrepancies are possible and it is recommended that, when purchasing airline tickets for a selected airline, the passengers should check information about their rights and obligations, or conditions that apply to a specific trip. This document serves as an information to air travel users, is not binding for GALAXY TRAVEL and does not regulate the relationship between the user for whom the airplane ticket is bought through GALAXY TRAVEL and GALAXY TRAVEL itself. GALAXY TRAVEL cannot be held responsible for airline company’s procedures or for any other possible participants in the airline business. DEFINITION GALAXY TRAVEL Ltd. (IATA AGENT) - an agent authorized by the IATA organization for the sale of air transport to other individuals and legal entities THE CARRIER - a company that cares for the carriage of persons, baggage, cargo, and mail based on tickets and luggage-sheets DAYS - calendar days, including all seven days in a week AGREED LANDING SITES - those places (except the place of departure and arrival) listed on the ticket or in the carrier's flight schedule as the regular stopping places on the passenger route ECAA Agreement - Agreement on the European Common Aviation Area - Multilateral Agreement between the European Community and its Member States, the Republic of Albania, Bosnia and Herzegovina, the Republic of Bulgaria, the Republic of Croatia, the former Yugoslav Republic of Macedonia, the Republic of Iceland, the Republic of Montenegro, the Kingdom of Norway, Romania, the Republic of Serbia and the Republic of Kosovo on the establishment of the European common Aviation area ELECTRONIC TICKET - a receipt issued by the carrier or authorised agent on his behalf on the basis of which transportation of passengers and their luggage is carried. It consists of one or more electronic coupons and contains the passenger's name, flight information and other notices ELECTRONIC COUPON - an electronic flight coupon or other securities contained in carrier's database EMBARGO - prohibition of air transport for passengers and goods (or certain types of goods) for a limited time on the lines specified by the carrier IATA - International Air Transport Association EXTRAORDINARY CIRCUMSTANCES - exceptional and unforeseeable circumstances that could not be prevented, eliminated or avoided even if all reasonable measures had been taken. Such circumstances are: - meteorological conditions that interfere with the performance of the flight (fog, snow, storm, ice, etc.) - security risks and outstanding issues that could affect flight safety (including technical problems in the aircraft, or similar problems at the airport, such as closure / restrictions on the use of the runway and the like.) - political instability (war, strike, civil unrest, clashes, curfew, etc.). - strike, which has an impact on the performance of air transport - decisions of the Civil Aviation Authority, or air traffic control CONVENTION - any of these documents, which are applied to the contract of carriage: - Convention for the Unification of Certain Rules for International Carriage by Air, signed in Montreal on 28 May 1999 (Montreal Convention) - Convention for the equalization of the rules relating to International Carriage by Air, signed in Warsaw on 12 October 1929 (Warsaw Convention) - Hague Protocol amending the Warsaw Convention dated 28 September 1955 - Additional Protocol amending the Warsaw Convention no. 1, Montreal, 1975 - Additional Protocol amending the Warsaw Convention no. 2, Montreal, 1975 - Additional Protocol amending the Warsaw Convention no. 4, Montreal, 1975 - Supplementary Convention of Guadalajara; Guadalajara, 1961 AIR CARRIER CODE - the two characters or three letters which identify particular air carriers BAGGAGE COUNTING SYSTEM - Shipping luggage according to the number of pieces that applies to certain carriers and destinations. There are restrictions concerning maximal dimensions and weight. PLACE OF DEPARTURE - the place where according to the ticket or luggage list begins air transport of passengers and goods DESTINATION - the place where according to the ticket or luggage list ends air transport of passengers and goods AUTHORIZED AGENT - a passenger sales agent whom the carrier has authorized to represent him in the sale of its air services ESTIMATED TIME OF ARRIVAL - expected time of an aircraft landing according to schedule INTENDED DEPARTURE - time provided as the departure time of the aircraft according to schedule FLIGHT TERMINATION - ending the flight in the landing or at any other place along the route LUGGAGE supernumerary (excess baggage) - luggage that with its weight or number of pieces of baggage exceeds the allowed weight or number of pieces of luggage allowed in the baggage counting system FARES - the sum of fees and all other fees, charges and taxes LUGGAGE - personal belongings of passengers, which they carry with them on a trip. Unless otherwise specified, or otherwise arising out of context, this term includes checked baggage and hand luggage of passengers CHECKED BAGGAGE - baggage which is submitted to the carrier to his immediate possession and for which the carrier has issued a Baggage Identification Tag BAGGAGE - those portions of the ticket which relate to the carriage of passengers' checked baggage BAGGAGE IDENTIFICATION TAG - a document issued by Carrier solely for identification of checked baggage TRAVELLER - any person, except members of the crew, carried or to be transported on an aircraft pursuant to a Ticket REGULAR TRANSPORT - air transport, which takes place according to schedule COMPLAINT - written request for compensation due to non-compliance with the contract of carriage by the operator BOOKING - reservation of places in the aircraft for passengers, excess baggage, or the accommodation capacity for goods HAND LUGGAGE - any passenger luggage different from checked baggage DAMAGE to the luggage AND GOODS - damage to baggage / GOODS - change in the appearance of baggage / goods affected by physical or chemical action, in the case when the baggage / goods are completely devalued TARIFFS - the amount charged by the carrier for the transportation service of passengers and luggage in a particular class of transportation under certain conditions on a specific line TRANSFER AIRPORT - a place on the ticket / cargo list designated as the point at which the traveller passes from one line to another line of the same or a different carrier, or where the surrender of goods is done from one to another line of the same or different carrier TRANSIT AIRPORT - a place that is not listed on the ticket / baggage check in the section in which the designated direction is marked TERMS OF THE CONTRACT OF CARRIAGE - conditions governing the air transport of passengers, baggage and cargo in accordance with the Air transport order JOINT TICKET - ticket issued to a passenger with another ticket, and together they make a unique document of the contract of carriage VISA - approval for entry, stay, or transit through a country. The visa is usually granted by the diplomatic mission or consular post. LAW - Law on Obligations and Proprietary Rights in Air Traffic (Official Gazette of the Republic of Croatia 132/98, 63/08 and 134/09). GROUND TRANSPORTATION - transport of passengers, baggage, and cargo that takes place between the city terminal and departure airport or transport of passengers by bus or train in the event of resolving irregularities in air transport SCOPE 1) General provisions Conditions of Carriage for Passengers, luggage and goods (hereinafter referred to only as the "Terms") apply to the total regular and irregular domestic and international transport of passengers, baggage and cargo, which is performed by the carrier, including services associated with the traffic and transport, as well as the process of buying the ticket at IATA agent. 2) Free transport If it comes to traffic or transport that is carried out free of charge, the carrier has the right to fully or partially exclude the validity of these Terms. TRAVEL TICKET 1) General provisions The carrier will provide carriage only to the passenger named on the ticket, and a passenger may be required to produce appropriate identification. The ticket is not transferable. The travel ticket always remains the property of the carrier who issued it. 2) The period of validity of the ticket The ticket allows a passenger transport from place of departure to the place of destination with regard to the travel route and tariffs specified on the ticket. If by the conditions of the applicable tariff a short term is not determined, the ticket is valid for transportation in the period of one year from the date of the start of the journey, and if none of the coupons is used, one year from issuance of the ticket. Each flight coupon will be accepted for the day and flight for which a seat has been booked. If the carrier cannot provide to the passenger the previously reserved seat on the aircraft, or if it comes to flight cancellations during the period of the ticket validity, the validity of the ticket shall be extended to the deadline when the carrier is able to perform transportation. 3) The sequence of flight coupons and their use The Ticket will not be accepted and will lose its validity if not all the coupons are used in the sequence of the ticket. The ticket a passenger has purchased is valid for transportation from point of departure, via agreed stops and transfer points, to the destinations stated on the ticket. The purchased ticket price is calculated based on the entire journey stated on the ticket. If the passenger wishes to change his travelling route, regarding this, he must contact in advance the carrier or authorised agent who issued the ticket. Ticket price for the new journey will be calculated again and the passenger will be given the option of accepting the new price or maintaining at his original journey. Should the passenger change his route without prior agreement with the carrier or authorised agent who issued the ticket, the carrier reserves the right to apply the correct fare for the passenger’s actual route and collect from the passenger any difference in price between the one paid by the traveller and the one applied to the changed route. Many special fares are valid only on the dates and flights shown on the ticket, and can by no means change. Each coupon will be accepted for carriage in the class of service that is therein, and the day and the flight for which a seat has been reserved. 4) Flight Interruption Interruption of the flight is possible only if tariffs conditions allow. Interruption of the flight must be indicated on the ticket. FARES 1) General provisions Fares apply only for carriage from the departure airport to the incoming airport, unless explicitly stated otherwise. Fares do not include ground transport between airports and between airports and town terminals. Applicable fares are those in effect on the date of payment of the ticket price in full. Should the passenger change his itinerary or dates of travel, this may affect the fare to be paid. 2) Payment of fare The cost of the fare shall be reimbursed by cash or non-cash payment at the rate set by IATA agent. 3) Fees, taxes, and other payments A passenger shall, in addition to the fare, pay other taxes and fees that apply to air transport, and which are established or imposed by the authorised state bodies or airport operator. Since the taxes, fees, and charges on air travel are constantly changing and can be imposed after the date of issue of the ticket, the passenger may be required to pay additional fees, taxes, fees, or charges, even after the ticket was issued. Accordingly, if any tax, fee, or surcharge, which. on the date of issue of the ticket the passenger paid, is abolished or reduced, the customer will be entitled to a refund of the amount paid. The passenger is required to inform themselves about possible exceptions, when the tax is levied for transport directly to the place of departure. BOOKINGS 1) Booking preconditions Booking places on the flight is conducted by an authorized agent free of charge. Reservations are not confirmed until they were recorded by the carrier or its authorized agent and accepted by the carrier. Certain fares have conditions, which limit or exclude passenger's right to change or cancel reservations. 2) The deadline for payment of the ticket If a passenger ticket is not paid within the period specified for payment, the carrier may cancel the reservation. Agent has the right to cancel the reservation without notice if the traveller to the deadline set by the agent does not buy the placeholder ticket. In the case of payment by bank transfer, cash on account of the IATA agent must be delivered in a timely manner (before the expiry of the maximum period for issuing of the ticket). 3) Personal data Traveller accepts that the personal data provided by the carrier or its authorized agent for purposes of making a reservation, purchasing the ticket, obtaining ancillary services, providing services, facilitating immigration and entry procedures, and making available such data to government agencies, in connection with traveller's journey. For these purposes, traveller authorizes the carrier to retain and use such data and to transmit them to their offices, authorized agents, government agencies, other carriers, or the providers of these services. In accordance with EC Regulation 996/2010 carrier offers passengers, the opportunity to leave the name and address of the person to be contacted in case of an accident or incident on Croatia Airlines flights. The carrier guarantees that these data shall not be used for any other purposes other than the above. 4) Allocation of seats in the aircraft The carrier cannot for security or operational reasons ensure that the passenger will be allocated a place in an airplane. If the passenger does not board in the specified period, if he does not have all the necessary documents or is not able to make the flight, the carrier has the right to cancel a placeholder. 5) Cancellation Non-use or cancellation of the placeholder may be charged certain fees under the conditions specified by the agent. It is in the interest of the passengers to get informed about the conditions of the tariffs before issuing the ticket. If the passenger does not use booking, the carrier may cancel any one-way or return reservation. 6) Confirmation of booking The carrier is entitled to require a booking confirmation on certain lines. If the traveller fails to do so by a certain deadline, the carrier has the right to cancel the reservation. The carrier shall inform the passengers in cases where required to confirm reservation, as well as on where and how the confirmation should be made. Failure to comply with these requirements may result in cancellation of any onward or return reservations. PASSENGERS DUTIES Upon request of the IATA agent or air carrier employees or state authorities the traveller is required to prove its identity and enclose the appropriate travel documents before buying the ticket and boarding the aircraft. Each customer travelling across any international boundary is solely responsible for obtaining all necessary travel documents, including any required visas, and for complying with the laws of each country flown from (the departure country), through (any transit country) and into (the destination country). Agency’s general terms & conditions and the Croatian laws (and other regulations) will apply for the rights and obligations of parties under contract. Agency’s general terms & conditions and the Croatian laws (and other regulations) will apply for the rights and obligations of parties under contract. When buying the ticket the passenger must inform the airline through IATA agents about their health problems, which could complicate their transportation or negatively influence the course of the flight. IATA agent recommends that due to the diseases of avian flu, SARS, Ebola, malaria and viral meningitis the passenger prior to the travel informs more detailed on the website of the World Health Organization (WHO www.who.int/) and collects information on possibilities of vaccination through the Croatian Institute for health insurance (CIHI www.hzzo-net.hr/) before going abroad, as well as on conditions of health insurance during their stay abroad. The traveller is required to submit to a security check, which includes their checked and unchecked baggage. According to current international regulations, a passenger must not include in their hand luggage weapons, ammunition, knives, toys that correspond to the actual lethal weapon (e.g., pistols, grenades) and other items of a similar nature. These items can be saved only as checked baggage. The carrier disclaims any responsibility for keeping these items. Substances of dangerous nature (explosives and ammunition, fuel, alkalis, compressed gases, poisons or toxic and infectious materials, oxidising substances, radioactive materials, magnetic materials and other dangerous goods) may be transported only under special transport conditions. The passenger is obliged to consider the specificities of air transport and comply with the carrier warnings concerning primarily: - loading, gathering and movement in the premises set out for travellers, - entering and exiting the aircraft, - storing clothes and unchecked (hand) luggage on the plane. The passenger is obliged to refrain from conduct that may endanger the safety and the operation of air transport, annoy or disturb other passengers or be a reason for their action, prevent the proper performance of the duties of the aircraft , damage carrier's property, refrain from excessive alcohol consumption on board. The passenger is, furthermore obliged to: - access the boarding place and execution of all required formalities and boarding procedures promptly, no later than the time specified by the carrier, the Traveller is recommended to make such inquires with the carrier or its authorised agent - at the call of aircraft crew or seeing the sign on the flash panel during takeoff or landing, or during flight, to attach their belts - at request of aircraft crew to move to a specific seat, if it is necessary for operational reasons - comply with the order to ban smoking on all aircraft decks. Violations of the ban can be fined - during the flight not to use certain electronic devices and appliances that may adversely affect the functioning and operation of the aircraft electronic devices and gadgets. Violation of the same can be fined - it is necessary to undergo first aid if during the flight health problems appear, inform staff about personal and health data and submit to a medical examination - reimburse the carrier any compensation for the damage that the passenger caused or committed by their misconduct (e.g. the destruction of the aircraft interior, illegal carriage of dangerous animals, things, etc.) - during the flight follow the instructions given by the captain and the aircraft crew - subject to the prescribed safety examination carried out by the state administration authorities or authorized organizations - adjust their clothing and outward appearance to match the standards of air transport THE DUTY OF THE CARRIER The carrier shall ensure that passengers are aware of the location and operation of the following: - seat belts - emergency exit and devices that are intended for common use - life-jacket and the oxygen masks, if the use of these resources is provided for passengers - other equipment in the case of an emergency, intended for individual use Passengers must be familiar with the rules on the prohibition of smoking and use of electronic devices on board the aircraft, breach of which may be punished by a fine. If the need arises, the carrier shall inform passengers with emergency procedures that are appropriate for a given situation. The carrier is required to provide the ability for passengers to use safety belts during take-off, landing, turbulences and in any other case on call of the Captain of the aircraft, and is obliged to inform passengers about storing their stuff on the plane DENIAL AND RESTRICTION OF TRANSPORT 1) General provisions The carrier may refuse carriage of passengers: - if carriers' regulations regarding the flight execution specify so - if travellers violate the rules applicable to the country from which the aircraft takes off, in which lands or through which only passes - if a passenger is suffering from an infectious disease, which is to be reported in advance, if he suffers from a serious illness which sudden manifestation could adversely compromise the safety of passengers and the flight, or if a passenger is unable to take care of his mental and physical condition and has no escort with him that can provide the necessary care - if their behaviour disrupts transportation security or public order, or if he is not properly dressed - if there is a breach of any of the duties mentioned in Article 6, particularly considering the safety of air transport 2) The right of passengers to indemnification Traveller, to whom was denied and limited transportation pursuant to paragraph 1. Preliminary provisions may be, as a compensation for not executed flight, returned the fare or its approximate portion that relates to the unrealised part of the flight or he may be offered an alternative transport with other aircraft or other forms of transport. CONDITIONED TRANSPORT OF PEOPLE AND TRANSPORT OF CHILDREN Acceptance for carriage of unaccompanied children, disabled persons, and persons with reduced mobility, pregnant women, persons with illness or other people requiring special assistance will be possible only based on prior notification and agreement with the carrier. Passengers with these difficulties, who informed the carrier of this, or any other special assistance, at the time of booking the ticket and were accepted by the carrier for their transportation, will not be rejected later based on these difficulties or special requirements. Travelling of children unaccompanied by parents or legal guardian is sometimes subject to special requirements of the laws and regulations of the country to / from which to fly. It is the sole responsibility of parents or legal guardians to obtain all required documents and meet all such requirements. LUGGAGE 1) General provisions Luggage is transported as checked baggage and unchecked (hand luggage). The passenger is entitled to free transport of luggage to the further provisions of these Terms. 2) Checked baggage The fully closed and locked suitcases or other luggage that can be closed tightly are received as checked baggage. With the consent of the carrier, other objects can also be included in transport. For luggage which the passenger submits to the carrier (checked baggage), he is given a baggage identification tag as a certificate of the takeover, which the passenger must keep in case of complaints. As checked baggage, it is also possible to transport food and small animals, according to the regulations set by the carrier. Each piece of luggage, which a passenger wants to submit, must be marked on the outside and inside by the identification mark featuring the passenger's name and the contact address at his destination (e.g. hotel address). The name indicated on the label must match the data on the ticket and other travel documents. Luggage, including one with zipper, must be locked, to prevent its opening during transport. The carrier is not responsible for luggage which is not taken immediately after landing. Checked baggage is transported in the storage area of the aircraft and typically the same aircraft as the passenger. If such transport is not possible, it will be achieved by the closest possible bond. The transport of luggage and belongings, which could endanger the safety of the flight, persons or property and, further, luggage and things, that during the air transport could be significantly damaged or improperly packaged, the carrier may exclude from transportation before takeoff or at any time during the trip. The passenger is entitled to free transport of the registered luggage, which by its size, content and other characteristics must comply with the carrier's regulations. 3) Hand luggage Hand luggage, which the passenger can take with them on the plane is determined by rules of each carrier, aircraft type and destination at which the journey is operated. The maximum size is the sum of the default maximum length, maximum width, and maximum depth. The carrier has the right to check the weight and dimensions of hand luggage. Furthermore, the below-listed items for personal use, which the passenger has with him and he takes care about, are transported free of charge: - A small woman's purse - Coat, scarf or blanket - Umbrella or stick - Camera, video camera, binoculars, a small personal computer or mobile phone - Baskets for children and food for the child during the flight - Glasses and orthopaedic devices for disabled passengers A fully assembled vehicle for a disabled person, which is from accommodation reason stored in the storage area of the aircraft, is also transported free of charge. 4) Special types of baggage Only with the prior consent of the carrier and under the conditions specified by the carrier it is possible to transport: - live animals, including birds and reptiles (transport is carried out under the responsibility of passengers, and only in those places where it is allowed by applicable regulations) Transportation is carried out in the passenger section of the aircraft (in the cabin) or in the storage area Besides the above mentioned, a dog following a person with impaired vision or hearing, and the dog intended to protect human life can be transported in an aircraft cabin free of charge. Dogs must be equipped with the leash, a muzzle, proof of vaccination, and other required documents - transport of weapons and ammunition: weapons of all kinds can be received in the air traffic only in those places where it is applicable under regulations allowed. Firearms must be unloaded with the safety catch and located exclusively in the storage area of the aircraft. Ammunition, which by its explosive properties, belongs in the so-called dangerous cargo can be transported under the terms of IATA manual for the transport of dangerous goods - carriage of diplomatic baggage is allowed to diplomatic couriers in the cabin of the aircraft 5) Overweight an excess luggage When using so-called piece of baggage transport system, for each piece of luggage excess or for exceeding the size or weight of luggage firmly established fee is paid determined by the place of arrival, the carrier and the type of tariff. Luggage on other lines, which has a weight greater than allowed, will be transported to the capacitive capabilities and the carrier will count its fare according to the weight given tax per 1 kg based on carrier's tariff. 6) Viewing luggage In the presence of the passenger, the carrier may convince himself in the contents of his luggage. If a passenger is absent, the carrier has the right to open the luggage in the presence of at least one witness, who is not an employee of the carrier, if they find that it contains objects that are denied or the transportation of which requires special arrangements. 7) Unaccompanied baggage Unaccompanied luggage transport is carried out by special regulations of the carrier. 8) Luggage with an announced value The traveller has the opportunity to declare value of checked baggage larger than the value of the airline's liability under the assumption that the carrier determined the tariff conditions to that case. 9) Taking over checked baggage - traveller is obligated to take their baggage immediately after landing - luggage can take only the holder of the baggage check and identification pendant. The carrier is not required to determine whether the owner of the baggage check and identification pendant took luggage and is not responsible for loss, damage, or other expenses that would be incurred by the traveller in this regard - damage, not issuing or loss of baggage must be reported to the carrier immediately upon acceptance of the luggage, who must compose a record on this. Otherwise, it is assumed that the baggage was handed over in good condition - during a delayed damage reporting, the passenger must prove causal connection between the reported damage and the corresponding carriage TIMETABLE 1) Schedules The carrier will seek to keep the published schedules in effect on the day of travel The carrier may change the flight time, often for reasons beyond his control, and therefore the carrier cannot guarantee the times shown in timetables. The carrier will seek to inform passengers about changing flight times if they can contact them. If there are significant changes in the flight time after the passenger bought a ticket, and the new time does not suit the traveller, the passenger has the right to cancel the trip and request a refund for the ticket. 2) Irregularities in the air transport a) From the particular reasons not depending on the carrier (for reasons of so-called ‘force majeure’, such as weather conditions, technical reasons that are not fault of the carrier, in the event of war, strike organizations performing the service, and the like) The carrier may postpone, cancel, terminate, divert flight, change type of aircraft or submit representation to another carrier, without bearing further responsibility, except the duties of providing transportation by other aircraft or other means of transport or returning the fares b) If the flight is delayed, if delayed or cancelled or the type of aircraft is changed in circumstances that have arisen as a fault of the carrier, and the carrier is unable to provide the pre-confirmed place, the passenger cannot disembark on predetermined or final destination, or if circumstances affecting that the passenger is late on connecting flight, the carrier is required to: - transport the passengers by another regular service where there is a vacant space, or - redirect the passenger to his final destination stated on the ticket by its regular flight or another carrier's flight or provide ground transportation for passenger. If the cost of the fare, the cost of paying for excess baggage and other services associated with the changing times exceed the value of the price paid for the ticket or its part, the carrier will not require additional passenger fares or other fees and will pay the difference to the passenger if the passenger fares and fees for the changed direction are lower than those which the passenger has paid, or he will return fares in accordance with the provisions of these Terms and will not have any further liabilities to the passenger - provide the passenger with a confirmed reservation, whose boarding was denied because of the lack of vacant seats in the aircraft, the appropriate fee specified by regulations of the carrier c) Carrier is not responsible for errors and omissions in timetables or other information received from employees or agents of the carrier on the time of departure or arrival and the aircraft traffic, except in cases where the carrier is aware that his conduct or omission will cause damage. REIMBURSEMENT 1) General provisions Reimbursement or refund is made in accordance with the applicable rules of the fare or rate. Returning is done exclusively by IATA agent who released the ticket. The traveller is required, in their own interest, to inquire about fees before buying the ticket. For reimbursement, the agent shall comply with the payment method. IATA Agent may require that the person seeking reimbursement submits the written request. In the event that the carrier cannot comply with the transport conditions specified by the contract of carriage, or when a customer asks to change some of the conditions of transport, IATA agent has the right, pursuant to an agreement with the carrier, to provide the passenger compensation for unused ticket or portion thereof. Agent IATA will provide compensation either to the person whose name appears on the ticket or the person who paid the ticket and provides proof of this. Refund to the person who has provided the necessary evidence of the effected payment and unused coupons for flight in terms of the above provisions is considered a valid return and relieves the IATA Agent of any liability or further rights on new return 2) Reimbursement for the reasons beyond the passenger's liability Under the reimbursement on the ground that exclude any passenger's liability understands the reimbursement to the passenger who could not access the flight, for which he had purchased a ticket, and for the reasons for which the carrier is responsible. Reimbursement is carried out as follows: a) If the journey is not accomplished, the fare is returned in full amount, b) If part of the journey is achieved, the approximate part of the fares is returned covering part of the flight from the point it was interrupted to the destination specified on the ticket. (The maximum possible return value is one-way fare at the part of the flight interruption.) 3) Reimbursement at the request of passengers If a passenger requests reimbursement for reasons other than those mentioned in paragraph 2 of the article herein or requests the ticket or other document replacement, the IATA agent is authorized to access the collection of certain fees for services. Charges related to the average costs of travel documents, transfer fees associated with issuing and reservations, postal and telecommunication costs and expenses for accounting services associated with it. Reimbursement is carried out according to these settings: a) In the case of requesting the return fare for a ticket that is completely unused, there will be returned the amount of the fare paid by the rules on the transport tariff, minus the fee for services b) In the case of requesting the return fare for a ticket that is partially used, there will be returned the amount corresponding to the difference between the fare paid and the fare for the journey for which the ticket has already been used, if the carrier's provisions do not specify otherwise, minus the service fee c) When requesting a refund for travel document which is not a ticket, fees for services are always charged d) When requesting the return fare with special types of tariffs for which different return conditions apply, the carrier shall act in accordance with these conditions 4) The deadline for submitting requests Request for reimbursement for lost, unused, or partly used document or portion thereof must be submitted no later than 30 days after the expiry of the document value. 5) The right to refuse compensation IATA Agent may refuse a refund: after the expiry of documents and exceeding the deadline for submitting requests, a) If the return ticket was the condition of allowing entry b) If the document is stored in the database of suspicious documents INSURANCE IN CASE OF INSOLVENCY OR BANKRUPTCY OF THE AGENCY In accordance with the Law on Tourism, in the event of insolvency or bankruptcy of the Agency, the traveller already travelling, as well as other persons that paid a deposit for a travel should contact the Agency's insurance company as soon as possible (hereinafter referred to as Allianz Zagreb d.d.), referring to the policy number: 1500 - 173511817. TRAVEL FORMALITIES 1) Passports, visas and other documents a) Each customer travelling across any international boundary is solely responsible for obtaining all necessary travel documents, including any required visas, and for complying with the laws of each country flown from (the departure country), through (any transit country) and into (the destination country). Agency’s general terms & conditions and the Croatian laws (and other regulations) will apply for the rights and obligations of parties under contract b) IATA agent is not liable for damages or expenses arising to the passenger from failure to follow the above duties c) IATA Agent is authorized to carry out control of all travel documents 2) Refusal of entry and extradition The traveller is required to pay the carriage if carrier was ordered by the decision of the appropriate authorities to return the passenger to the place where he started or anywhere else. The carrier may use for a fee and fare previously unused travel documents. Fare paid to where the passenger was refused entry into the country or where he came to his extradition will not be compensated by the carrier. 3) Compensation of costs to the carrier The traveller is required to the request of the carrier to compensate all the costs resulting from his non-compliance with the prescribed administrative provisions of the travel required in the countries they fly out, to which they fly, or through which he is transiting. 4) Customs inspection The traveller is required to be present during the inspection of his submitted or carry-on baggage carried out by customs or other services. The carrier is not responsible for any damage or loss made to the passenger, which has emerged because of failure to meet these conditions. SUCCESSIVE CARRIERS Transportation by a carrier and other carriers under one ticket or in addition to the merged tickets is considered a single operation. When the carriage is performed by several carriers, each of them, who accepts passengers, luggage or goods, is considered a party to the contract of carriage under the applicable international agreements During such transport passengers or their representatives may invoke the responsibility solely of the carrier who performed the carriage during which the event occurred that resulted in the right for damages with the exception of cases where the first carrier takes over responsibility for the entire contract journey. THE LIABILITY OF THE CARRIER 1) General liability of the carrier is carried out a) In the internal air transport based on substantive law governing the Croatian transport and air transport b) In international air transport based on the Agreement for the Unification of Certain Rules Relating to International Carriage by Air so-called Warsaw Convention art. 15/1935, in amendments to the Hague Protocol Article 15/1966 2) Limitation of liability of the carrier Liability of the carrier in the spirit of the Warsaw Convention as amended by The Hague Protocol for damage resulting from death or injury to passengers is limited to the amount of 20,000. - USD, the amount of 58,000. - USD including legal costs) in the spirit of the Montreal agreement for flights to / from / via the USA and Canada. 3) Liability for Damage a) The carrier is solely liable for damage caused on his own line. The carrier that issued the ticket or boarded luggage on another carrier's line performs just as his agent The traveller has, nevertheless, the right to request compensation in case of checked baggage, from the first or last carrier. b) The carrier is not liable for damage caused to hand luggage or other items for which the care and keeping the passenger is in charge, with the exception of cases where the damage is the fault of the carrier or when the traveller lost the ability to take care of his luggage. If however damage was a common fault of the passenger and the carrier, they shall bear a shared responsibility with regard to their share in causing the damage. c) The carrier is liable up to the amount of actual damages, up to the limit of limiting his liabilities. The carrier is not liable for indirect damages or for loss of profit d) Carrier is responsible for loss or reduction which occurred during air transport by his fault e) Carrier is not liable for any damage, loss or damage caused by the natural way, the death of animals or animal behaviour, such as biting, kicking, stabbing or suffocation or animal wrong keeping, or animal inability to adapt to different conditions of air transport f) Carrier is not liable for damage to brittle and fragile items or perishable things, then is not responsible for loss of money, jewellery, precious metals, medicines, keys, video cameras, cameras and other electronic devices, bonds and securities or other valuables, business documents, passports and other identification documents, which are located in the passenger's checked baggage, with the knowledge or without the knowledge of the carrier. The carrier is not responsible for damage to passenger baggage caused by the contents of luggage g) In the case of transport passenger whose age, mental and physical condition is such that it is dangerous or risky for the person, the carrier shall not be liable for any illness, injury or disability, including death if the illness, injury, disability or death is a consequence of the status of such a person h) Limiting the liability of the carrier applies to all employees, agents and representatives of the carrier THE MANNER AND TIME LIMITS FOR COMPLAINT 1) The damage caused to health, hand luggage and other personal properties of the passenger shall be reported immediately to the carrier, who will draw up the record. During the delayed damage reporting, the passenger must prove the causal connection between the reported damage and the corresponding carriage. In the case of serious injuries carrier shall I report the damage. 2) Damage to checked baggage the passenger must immediately report to the carrier, no later than 7 days after acceptance of the luggage. Damage to the transport of goods is necessary to report immediately, no later than 14 days from its receipt. The complaint of responsibility for the delay must be submitted in writing within twenty-one days from the date on which the luggage or goods are handed over. It is necessary to file a complaint of non-delivery of the goods no later than 120 days from the day of issuance of the baggage check. 3) The right to compensation disappears after the expiration of 2 years from the landing to the place of destination or from the date on which the carriage was interrupted. APPLICATION OF THE RIGHTS AND JURISDICTION OF THE COURT The valid Croatian legislation is applied in the resolution of all disputes arising under these General Terms and Conditions, and in charge to address them is the competent court in the Republic of Croatia. The administrative supervision of the use of the Law on Providing Tourism Services and regulations issued under the Law on providing Tourism services is carried out by the Ministry of Tourism. The Inspection Supervision of the implementation of the Law on Providing Tourism Services and regulations issued under the Law on providing Tourism Services and individual acts, conditions and working methods of supervised legal and natural persons shall be conducted by the Ministry of Tourism- Independent sector tourist inspection, Republic of Croatia 8/1, 10 000 Zagreb according to the Law on providing Tourism Services. These terms and conditions shall enter into force and apply as of 01.04.2018.
1.1 2.1 2.2 3.1 4.1 5.1 6.1 7.1 7.2 8.1 9.1 10.1 11.1 11.2 12.1 13.1 14.1 15.1 16.1 17.1 18.1 19.1 19.2 20.1 21.1 22.1 23.1 24.1 25.1 26.1 26.2 27.1 28.1 29.1 30.1 31.1 32.1 33.1 34.1 35.1 36.1 37.1 37.2 38.1 39.1 40.1 41.1 42.1 43.1 44.1 45.1 46.1 47.1 48.1 49.1 50.1 51.1 52.1 52.2 53.1 54.1 55.1 56.1 57.1 58.1 59.1 60.1 61.1 62.1 62.2 63.1 64.1 65.1 65.2 65.3 65.4 66.1 67.1 68.1 68.2 68.3 68.4 68.5 69.1 70.1 71.1 72.1 72.2 73.1 74.1 75.1 75.2 76.1 76.2 77.1 78.1 79.1 80.1 81.1 81.2 82.1 83.1 84.1 85.1 86.1 87.1 88.1 89.1 90.1 90.2 91.1 92.1 92.2 93.1 94.1 95.1 96.1 96.2 97.1 98.1 98.2 99.1 100.1 101.1 101.2 101.3 101.4 102.1 103.1 104.1 105.1 105.2 106.1 107.1 108.1 109.1 110.1 110.2 110.3 110.4 111.1 112.1 113.1 114.1 115.1 116.1 117.1 117.2 118.1 119.1 120.1 120.2 121.1 121.2 122.1 123.1 124.1 125.1 126.1 127.1 128.1 129.1 130.1 131.1 132.1 132.2 133.1 134.1 135.1 136.1 137.1 138.1 139.1 140.1 141.1 142.1 142.2 143.1 144.1 145.1 145.2 146.1 146.2 147.1 148.1 149.1 149.2 150.1 151.1 151.2 151.3 151.4 151.5 151.6 151.7 151.8 151.9 151.10 151.11 152.1 153.1 154.1 154.2 154.3 155.1 156.1 157.1 158.1 159.1 160.1 161.1 162.1 163.1 164.1 165.1 166.1 167.1 167.2 168.1 168.2 168.3 169.1 170.1 171.1 172.1 173.1 174.1 174.2 175.1 176.1 177.1 178.1 179.1 180.1 181.1 181.2 182.1 182.2 183.1 184.1 185.1 186.1 187.1 188.1 188.2 189.1 190.1 190.2 191.1 192.1 193.1 193.2 194.1 195.1 196.1 197.1 198.1 199.1 199.2 199.3 200.1 200.2 200.3 200.4 200.5 201.1 202.1 203.1 204.1 205.1 205.2 206.1 207.1 207.2 208.1 209.1 210.1 211.1 212.1 213.1 214.1 215.1 216.1 217.1 218.1 219.1 220.1 221.1 222.1 223.1 224.1 224.2 224.3 225.1 226.1 227.1 228.1 229.1 229.2 229.3 230.1 231.1 232.1 233.1 233.2 234.1 235.1 235.2 235.3 236.1 237.1 238.1 239.1 239.2 240.1 241.1 242.1 243.1 243.2 244.1 245.1 245.2 246.1 246.2 247.1 248.1 249.1 249.2 250.1 251.1 252.1 253.1 253.2 253.3 254.1 254.2 254.3 254.4 255.1 256.1 257.1 258.1 258.2 259.1
DEFINICIJA GALAXY TRAVEL d.o.o. - registrirana IATA (International Air Transport Association) agencija ovlaštena za prodaju zrakoplovnih putničkih prijevoznih dokumenata drugim fizičkim i pravnim osobama. PRIJEVOZNIK – tvrtka koja se brine za prijevoz osoba, prtljage, robe i pošte na temelju putnih karata i prtljažnih listova DANI - kalendarski dani, uključujući svih sedam dana u tjednu DOGOVORENO MJESTO SLIJETANJA - ona mjesta (osim mjesta polaska i mjesta dolaska) koja su navedena u putnoj karti ili u prijevoznikovom redu letenja kao redovita mjesta slijetanja na putnikovoj ruti ECAA SPORAZUM - Sporazum o Europskom zajedničkom zračnom prostoru - mnogostrani sporazum između Europske zajednice i njezinih država članica, Republike Albanije, Bosne i Hercegovine, Republike Bugarske, Republike Hrvatske, bivše Jugoslavenske Republike Makedonije, Republike Island, Republike Crne Gore, Kraljevine Norveške, Rumunjske, Republike Srbije i Republike Kosovo o uspostavi Europskoga zajedničkoga zračnog prostora ELEKTRONSKA PUTNA KARTA - priznanica koju je izdao prijevoznik ili ovlašteni agent u njegovo ime na temelju kojeg se vrši prijevoz putnika i njegove prtljage. Sastoji se od jednog ili više elektronskih kupona, a sadržava putnikovo ime, obavijesti o letu i druge objave ELEKTRONSKI KUPON - elektronski kupon za let ili drugi vrijednosni papir koji se nalazi u prijevoznikovoj bazi podataka EMBARGO - zabrana zračnog prijevoza putnicima i prometu robe (ili određene vrste robe) na određeno vrijeme na linijama koje odredi prijevoznik IATA - International Air Transport Association - međunarodno udruženje zračnih prijevoznika IZVANREDNE OKOLNOSTI - izvanredne i nepredvidive okolnosti koje se nisu mogle spriječiti, otkloniti ili izbjeći čak i da su poduzete sve razumne mjere. Takve su okolnosti: - meteorološki uvjeti koji ometaju obavljanje leta (magla, snijeg, oluja, led itd.) - sigurnosni rizici i izvanredni problemi koji mogu utjecati na sigurnost leta (uključujući tehničke probleme na zrakoplovu, ili slične probleme na aerodromu poput zatvaranja/ograničenja korištenja piste i sl.) - politička nestabilnost (rat, napad, građanski nemiri, sukobi, policijski sat, itd.) - štrajk koji ima utjecaja na obavljanje zračnog prijevoza - odluke Uprave zračnog prometa, odnosno kontrole leta KONVENCIJA - bilo koji od ovih dokumenata što se primjenjuju na ugovor o prijevozu: - Konvencija o ujednačavanju određenih pravila za međunarodni zračni prijevoz potpisana u Montrealu 28. svibnja 1999. godine (Montrealska konvencija) - Konvencija za izjednačavanje pravila koja se odnose na međunarodni zračni prijevoz, potpisana u Varšavi 12. listopada 1929. (Varšavska konvencija) - Haški protokol o izmjeni Varšavske konvencije od 28. rujna 1955. - Dodatni protokol o izmjeni Varšavske konvencije br. 1, Montreal, 1975. - Dodatni protokol o izmjeni Varšavske konvencije br. 2, Montreal, 1975. - Dodatni protokol o izmjeni Varšavske konvencije br. 4, Montreal, 1975. - Dopunska Konvencija iz Guadalajare; Guadalajara, 1961. KOD ODREĐIVANJA PRIJEVOZNIKA - dva znaka ili tri slova koja identificiraju pojedine zračne prijevoznike KOMADNI SUSTAV - otprema prtljage prema broju komada koja vrijedi na određenim prijevoznicima i destinacijama. Postoje ograničenja koja se tiču maksimalnih dimenzija i težine. MJESTO POLASKA - mjesto na kojem u skladu s putnom kartom ili prtljažnim listom počinje zračni prijevoz putnika i robe MJESTO DOLASKA - mjesto na kojem u skladu s putnom kartom ili prtljažnim listom završava zračni prijevoz putnika i robe OVLAŠTENI AGENT - putnički prodajni agent kojega je prijevoznik ovlastio da ga predstavlja u prodaji njegovih usluga zračnog prijevoza PREDANA PRTLJAGA - prtljaga koja se prijevozniku predaje u neposredni posjed i za koju je prijevoznik izdao prtljažni list PREDANA PRTLJAGA - prtljaga koja se prijevozniku predaje u neposredni posjed i za koju je prijevoznik izdao prtljažni list PREDVIĐENO VRIJEME DOLASKA - očekivano vrijeme slijetanja zrakoplova prema redu letenja PREDVIĐENO VRIJEME ODLASKA - vrijeme koje je predviđeno kao vrijeme polaska zrakoplova prema redu letenja PREKID LETA – završetak leta u mjestu međuslijetanja ili na bilo kojem drugom mjestu na ruti PREKOBROJNA PRTLJAGA (VIŠAK PRTLJAGE) - prtljaga koja svojom težinom ili brojem komada prekoračuje dopuštenu težinu prtljage ili dopušteni broj komada prtljage u komadnom sustavu PREVOZNINA - zbroj iznosa tarife i svih ostalih taksi, naknada i poreza PRTLJAGA - osobne stvari putnika, koje isti nosi sa sobom na put. Osim ako nije drugačije određeno ili drugačije ne proizlazi iz konteksta, ovaj termin uključuje predanu i ručnu prtljagu putnika PREDANA PRTLJAGA znači prtljaga koja se predaje prijevozniku u neposredni posjed i za koju je prijevoznik izdao prtljažni list. PRTLJAŽNI LIST - oni dijelovi putne karte koji se odnose na prijevoz putnikove predane prtljage PRTLJAŽNI IDENTIFIKACIJSKI PRIVJESAK - dokument koji je izdao prijevoznik isključivo radi identifikacije predane prtljage PUTNIK - bilo koja osoba, osim članova posade, koja se prevozi ili koja će se prevesti u zrakoplovu na temelju putne karte REDOVITI PRIJEVOZ - zračni prijevoz koji se odvija prema redu letenja REKLAMACIJA - pismena molba za nadoknadom zbog nepridržavanja ugovora o prijevozu od strane zračnog prijevoznika REZERVACIJA - osiguravanje mjesta u zrakoplovu za putnike, višak prtljage ili smještajnog kapaciteta za robu RUČNA PRTLJAGA - bilo koja putnikova prtljaga različita od predane prtljage ŠTETA NA PRTLJAZI I NA ROBI - OŠTEĆENJE PRTLJAGE/ROBE - promjena izgleda prtljage/robe pod utjecajem fizičkog ili kemijskog djelovanja, u slučaju kad je prtljaga/roba posve obezvrijeđena TARIFA - iznos koji naplaćuje prijevoznik za uslugu prijevoza putnika i prtljage u određenoj klasi prijevoza pod određenim uvjetima na određenoj liniji TRANSFERNA ZRAČNA LUKA - mjesto koje je na putnoj karti/prtljažnom listu označeno kao točka na kojoj putnik prelazi s jedne linije na drugu liniju istog ili različitog prijevoznika, ili na kojem se predaje roba s jedne na drugu liniju istog ili različitog prijevoznika TRANZITNA ZRAČNA LUKA - mjesto koje nije navedeno na putnoj karti/prtljažnom listu u rubrici u kojoj je označen smjer puta UVJETI UGOVORA O PRIJEVOZU - uvjeti pod kojima se odvija zračni prijevoz putnika, prtljage i robe u skladu sa Zračnim prijevoznim redom VEZANA KARTA - putna karta izdana putniku uz neku drugu putnu kartu, a zajedno predstavljaju jedinstvenu ispravu o ugovoru o prijevozu VIZA - odobrenje za ulazak, boravak ili tranzit preko neke države. Vizu u pravilu izdaje diplomatska misija, odnosno konzularni ured. ZAKON - Zakon o obveznim i stvarno pravnim odnosima u zračnom prometu (Narodne novine Republike Hrvatske 132/98, 63/08 i 134/09). ZEMALJSKI PRIJEVOZ - prijevoz putnika, prtljage i robe koji se odvija između gradskih terminala i polazne zračne luke ili prijevoz putnika autobusima ili vlakom u slučaju rješavanja nepravilnosti u zračnom prijevozu PODRUČJE PRIMJENE Opće odredbe Uvjeti prijevoza za putnike, prtljagu i robu (dalje u tekstu samo kao "Uvjeti") odnose se na ukupni redoviti i neredoviti unutrašnji i međunarodni promet putnika, prtljage i robe, koji vrši prijevoznik, uključujući i službe povezane s tim prometom i prijevozom, kao i proces kupovanja putne karte kod IATA agenta. Besplatan promet ili prijevoz Ako je riječ o prometu ili prijevozu koji se vrši besplatno, prijevoznik ima pravo u potpunosti ili djelomično isključiti valjanost ovih Uvjeta. PUTNA KARTA Opće odredbe Prijevoznik će omogućiti prijevoz isključivo putniku imenovanome u putnoj karti, a od putnika se može zahtijevati odgovarajuća identifikacijska isprava. Putna karta nije prenosiva. Putna karta jest i uvijek ostaje vlasništvo prijevoznika koji ju je izdao. Razdoblje valjanosti putne karte Putna karta omogućuje putniku prijevoz od mjesta polaska do mjesta dolaska s obzirom na rutu putovanja i tarife navedene na putnoj karti. Ako uvjetima primjenjive tarife nije određen kraći rok, putna karta je valjana za prijevoz u razdoblju od jedne godine od dana kad je počelo putovanje, a ako nije iskorišten niti jedan od kupona za let, jednu godinu od izdavanja putne karte. Svaki kupon za let bit će prihvaćen za dan i let za koje je mjesto bilo rezervirano. Ako prijevoznik ne može osigurati putniku ranije rezervirano mjesto u zrakoplovu ili ako dođe do otkazivanja leta u razdoblju valjanosti putne karte, produljit će se valjanost putne karte do roka kad prijevoznik bude mogao ostvariti prijevoz. Slijed kupona za let i njihova upotreba Putna karta neće biti prihvaćena i izgubit će svoju valjanost ako svi kuponi nisu bili upotrijebljeni u slijedu iz putne karte. Putna karta koju je putnik kupio valjana je za prijevoz od mjesta polijetanja, preko dogovorenih mjesta međuslijetanja ili transfernih mjesta, do mjesta slijetanja navedenih na karti. Cijena putne karte koju je putnik kupio izračunata je na temelju cijelog putovanja naznačenoga na karti. Ako putnik želi promijeniti rutu putovanja, mora u vezi s time unaprijed kontaktirati prijevoznika ili ovlaštenog agenta koji je izdao kartu. Cijena putne karte za novu rutu putovanja ponovno će biti izračunata te će putniku biti ostavljena mogućnost da prihvati novu cijenu ili ostane pri prijašnjoj ruti putovanja. Ako putnik promijeni rutu putovanja bez prethodnog sporazuma s prijevoznikom ili ovlaštenim agentom koji je izdao kartu, prijevoznik zadržava pravo primijeniti ispravnu cijenu putne karte za putnikovu stvarnu rutu i naplatiti od putnika bilo koju razliku u cijeni između one koju je putnik platio i one koja se primjenjuje na promijenjenu rutu putovanja. Mnoge su posebne tarife valjane samo za putovanje u danima i na letovima naznačenima na putnoj karti i ne mogu se nipošto mijenjati. Svaki kupon će biti prihvaćen za let u razredu usluge koja je u njemu navedena, te za dan i za let za koje je mjesto bilo rezervirano. Prekid leta Prekid leta je moguć samo ako to omogućuju uvjeti tarife. Prekid leta mora biti označen na putnoj karti. PREVOZNINE Opće odredbe Prevoznine se odnose samo na prijevoz od polazne zračne luke do dolazne zračne luke, osim ako nije izričito navedeno drugačije. Prevoznine ne uključuju zemaljski prijevoz između zračnih luka i između zračnih luka i gradskih terminala. Primjenjive prevoznine su one koje su na snazi na dan plaćanja cijene putne karte u cijelosti. Ako putnik promijeni svoj itinerar ili datume putovanja, to može utjecati na visinu prevoznine koja se plaća. Plaćanje prevoznine Troškovi prevoznina nadoknađuju se gotovinskim ili negotovinskim plaćanjem prema tečaju koji odredi IATA agent. Takse, porezi, naknade i ostala plaćanja Putnik je obvezan, osim prevoznina, platiti ostale takse i naknade koje vrijede u zračnom prijevozu, a koje su ustanovili ili nametnuli ovlašteni državni organi ili operater zračne luke. Budući da se takse, naknade ili druge nadoplate u zračnom prijevozu često mijenjaju te mogu biti nametnute nakon dana izdavanja putne karte, putnik može biti obvezan platiti dodatne takse, poreze, naknade ili nadoplate čak i pošto je putna karta bila izdana. Sukladno navedenome, bude li ukinuta ili smanjena bilo koja taksa, porez, naknada ili nadoplata koju je u trenutku izdavanja putne karte putnik platio, putnik će imati pravo tražiti vraćanje plaćenog iznosa. Putnik je dužan informirati se o mogućim iznimkama, kada se taksa za prijevoz ubire izravno na mjestu polaska. REZERVACIJE Pretpostavke za rezerviranje Rezervaciju mjesta za određeni let provodi ovlašteni agent besplatno. Rezervacije nisu potvrđene dok ih nije zabilježio prijevoznik ili njegov ovlašteni agent te prihvatio prijevoznik. Određene tarife imaju uvjete koji ograničavaju ili isključuju putnikovo pravo mijenjati ili otkazivati rezervacije. Rok za plaćanje putne karte Ako putnik putnu kartu nije platio u roku određenom za plaćanje, prijevoznik može otkazati rezervaciju. Agent ima pravo otkazati rezervaciju bez prethodne obavijesti ako putnik do roka koji je odredio agent ne kupi za rezervirano mjesto putnu kartu. U slučaju plaćanja bankovnim transferom, novac na račun IATA agenta mora biti dostavljen pravovremeno (prije isteka maksimalnog roka za izdavanje putne karte). Osobni podaci Putnik prihvaća da su osobni podaci koje je dao prijevozniku ili ovlaštenom agentu dani radi izrade rezervacije za prijevoz, kupnje putne karte, pribavljanja pomoćnih usluga, pružanja usluga, zadovoljavanja imigracijskih propisa i propisa ulaska u zemlju, i prezentiranja tih podataka javnopravnim tijelima, u svezi s putnikovim putovanjem. U tu svrhu putnik ovlašćuje prijevoznika da zadrži i koristi se tim podacima te da ih prenosi svojim uredima, ovlaštenim agentima, javnopravnim tijelima, ostalim prijevoznicima ili onima koji pružaju navedene usluge. U skladu s Regulativom EU 996/2010 prijevoznik nudi putniku mogućnost da ostavi ime i adresu osobe koja će se kontaktirati u slučaju nesreće ili incidenta na letovima Croatia Airlinesa. Prijevoznik jamči da se ti podaci neće koristiti niti u koju drugu svrhu osim gore navedene. Dodjeljivanje mjesta u zrakoplovu Prijevoznik ne može iz sigurnosnih ili operativnih razloga osigurati da će putniku u zrakoplovu biti dodijeljeno traženo mjesto. Ako se putnik ne ukrca u određenom roku, ako nema sve potrebne dokumente ili ako ne može izvršiti let, prijevoznik ima pravo otkazati rezervirano mjesto. Otkazivanje rezervacije Za neuporabu ili otkazivanje rezerviranog mjesta može se naplatiti određena naknada pod uvjetima koje odredi agent. U interesu je putnika informirati se o uvjetima tarife prije izdavanja putne karte. Ne upotrijebi li putnik rezervaciju, prijevoznik može otkazati bilo koju jednosmjernu ili povratnu rezervaciju. Potvrda rezervacije Prijevoznik ima pravo na određenim linijama zahtijevati potvrdu rezervacije. Ako to putnik ne učini do određenog roka, prijevoznik ima pravo otkazati rezervaciju. Prijevoznik će o tome obavijestiti putnika u slučajevima u kojima se zahtijeva potvrda rezervacije, kao i o tome gdje i kako treba biti načinjena ta potvrda. Nepridržavanje tih zahtjeva može rezultirati otkazom bilo koje jednosmjerne ili povratne rezervacije. DUŽNOST PUTNIKA Putnik je dužan prije kupnje putne karte i ukrcaja u zrakoplov na zahtjev djelatnika IATA agenta ili prijevoznika ili državnih organa dokazati svoj identitet i priložiti odgovarajuće putne dokumente. Putnik je dužan pribaviti sve dokumente i ispuniti sve uvjete koje zahtijevaju mjerodavni organi za ulaz/izlaz u zemlju u koju leti, odnosno kroz koje je u tranzitu. Odgovornost za prikupljanje valjanih putnih dokumenata snosi putnik. Na međusobna prava i obveze putnika i Agencije primjenjuju se važeći zakonski propisi i opći uvjeti poslovanja Agencije. Informacije o vizama za hrvatske državljane možete provjeriti ovdje: www.mvep.hr/hr/konzularne-informacije/vize/pregled-viznog-sustava Prilikom kupnje putne karte putnik je dužan obavijestiti zračnog prijevoznika posredstvom IATA agenta o svojim zdravstvenim problemima, koji bi mogli otežati njegov prijevoz ili negativno utjecati na tijek leta. IATA agent preporučuje da se zbog bolesti ptičje gripe, SARS-a, ebole, malarije i virusnog meningitisa putnik prije putovanja detaljnije informira na web stranicama Svjetske zdravstvene organizacije (WHO www.who.int/) te prikupi obavijesti o mogućnosti cijepljenja prije odlaska u inozemstvo preko Hrvatskog zavoda za zdravstveno osiguranje (HZZO www.hzzo-net.hr/) , kao i o uvjetima zdravstvenog osiguranja tijekom boravka u inozemstvu. Putnik je dužan podvrgnuti se sigurnosnom pregledu koji uključuje i njegovu predanu i nepredanu prtljagu. Prema važećim međunarodnim propisima putnik u svoju ručnu prtljagu ne smije uključiti oružje, streljivo, noževe, igračke koje odgovaraju stvarnom ubojitom oružju (npr. pištolji, granate) te ostale predmete slične prirode. Ti predmeti mogu biti spremljeni jedino kao predana prtljaga. Prijevoznik se odriče bilo kakve odgovornosti za čuvanje tih predmeta. Tvari opasne prirode (eksplozivi i streljivo, goriva, lužine, komprimirani plinovi, otrovi ili toksični i zarazni materijali, oksidirajuće tvari, radioaktivni materijal, magnetski materijal i ostala opasna roba) moguće je prevoziti samo pod osobitim prijevoznim uvjetima. Putnik je dužan poštovati osobitosti zračnog prijevoza i pridržavati se upozorenja prijevoznika koja se tiču prije svega: - ukrcaja, skupljanja i kretanja u prostorijama određenima za putnike, - ulaska i izlaska iz zrakoplova, - pohrane odjeće i nepredane (ručne) prtljage u zrakoplovu. Putnik je dužan suzdržati se od ponašanja koje bi moglo ugroziti sigurnost i odvijanje zračnog prijevoza, smetati ili uznemiriti ostale putnike ili biti razlogom njihove tužbe, sprečavati pravilno obavljanje dužnosti posade zrakoplova, oštetiti imovinu prijevoznika ili putnika, suzdržati se od prekomjernog uživanja u alkoholu na palubi zrakoplova. Putnik je, nadalje, dužan: - pristupiti mjestu ukrcaju i izvršenju svih traženih formalnosti i ukrcajnih procedura na vrijeme, ne kasnije od vremena koje je odredio prijevoznik. Putniku se preporučuje da se o tome raspita kod prijevoznika ili njegova ovlaštenog agenta, - na poziv posade zrakoplova ili na znak na svjetlećem panelu prilikom uzlijetanja ili slijetanja, odnosno tijekom leta, privezati se sigurnosnim pojasevima, - na traženje posade zrakoplova premjestiti se na određeno sjedalo, ako je to potrebno iz operativnih razloga, - pridržavati se naloga o zabrani pušenja na palubama svih zrakoplova. Kršenje zabrane može biti kažnjeno novčanom kaznom, - tijekom leta ne koristiti određene elektroničke naprave i uređaje koji svojim radom mogu negativno utjecati na funkcioniranje i rad elektroničkih uređaja i naprava zrakoplova. Kršenje istoga može biti kažnjeno novčanom kaznom, - neophodno se podvrgnuti prvoj pomoći ako se tijekom leta pojave zdravstveni problemi, izvijestiti osoblje o osobnim i zdravstvenim podacima i podvrći se liječničkom pregledu, - nadoknaditi prijevozniku sve naknade za štetu koju je putnik uzrokovao ili počinio svojim nedoličnim ponašanjem (npr. uništavanje unutrašnjosti zrakoplova, ilegalni prijevoz opasnih životinja, stvari itd.), - tijekom leta pridržavati se uputa kapetana i posade zrakoplova - podvrgnuti se propisanom sigurnosnom pregledu koji provode organi državne uprave ili ovlaštene organizacije, - prilagoditi svoju odjeću i vanjski izgled tako da odgovara standardima zračnog prijevoza. DUŽNOST PRIJEVOZNIKA Prijevoznik je dužan osigurati da putnici budu upoznati sa smještajem i načinom uporabe: - sigurnosnih pojaseva, - izlaza u slučaju nužde i uređaja koji su predviđeni za zajedničku uporabu, - prsluka za spašavanje i maski za kisik, ako je korištenje tih sredstava propisano za putnike, - ostalih uređaja u slučaju nužde, predviđenih za individualnu uporabu. Putnici moraju biti upoznati s pravilom o zabrani pušenja i korištenja elektroničkih uređaja na palubi zrakoplova, kršenje kojeg može biti kažnjeno novčanom kaznom. Ako se javi potreba, prijevoznik je dužan upoznati putnike s postupcima u slučaju nužde koji odgovaraju danoj situaciji. Prijevoznik je dužan osigurati mogućnost da putnici koriste sigurnosne pojaseve prilikom uzlijetanja, slijetanja, pojave turbulencije i u bilo kojem drugom slučaju na poziv kapetana zrakoplova, te je dužan upoznati putnike o pohrani njihovih stvari u zrakoplovu USKRAĆIVANJE I OGRANIČAVANJE PRIJEVOZA Opće odredbe Prijevoznik može uskratiti prijevoz putnika: - zahtijevaju li to propisi prijevoznika vezani uz samo izvođenje leta, - dođe li od strane putnika do kršenja propisa važećih za zemlju iz koje zrakoplov polijeće, u koju slijeće ili kroz koju samo prolazi, - ako putnik boluje od zarazne bolesti, koju je dužan unaprijed prijaviti, ako boluje od teške bolesti čije bi iznenadno očitovanje moglo negativno ugroziti sigurnost putnika i leta, ili ako se putnik ne može sam brinuti za svoje psihičko i fizičko stanje i nema sa sobom pratnju koja mu može pružiti potrebnu skrb, - narušava li svojim ponašanjem sigurnost prijevoza ili javni red i mir, ili ako nije prikladno odjeven, - dođe li do kršenja bilo koje od dužnosti navedenih u članku 6., osobito s obzirom sigurnost zrakoplovnog prijevoza. 2) Pravo putnika na naknadu Putniku, kojemu je bio uskraćen i ograničen prijevoz prema stavci 1. prethodne odredbe, može se kao naknada za neproveden let vratiti prevoznina ili njen približni dio koji se odnosi na neostvareni dio leta, ili mu se može ponuditi zamjenski prijevoz drugim zrakoplovom ili drugom vrstom prijevoza. UVJETOVAN PRIJEVOZ OSOBA I PRIJEVOZ DJECE Prihvaćanje na let nepraćene djece, osoba s invaliditetom i osoba smanjene pokretljivosti, trudnica, bolesnih osoba ili ostalih osoba koje zahtijevaju posebnu pomoć bit će moguće jedino na temelju prethodne najave i dogovora s prijevoznikom. Putnici s navedenim teškoćama, koji su prijevoznika o tome, ili bilo kojoj drugoj posebnoj pomoći, obavijestili u vrijeme rezervacije putne karte te koje je prihvatio na prijevoz prijevoznik, neće poslije biti odbijeni na temelju tih teškoća ili posebnih zahtjeva. Putovanje djece bez pratnje roditelja, ili zakonskog staratelja, katkad podliježe posebnim zahtjevima po zakonima i pravilima zemlje u/iz koje se leti. Isključiva je odgovornost roditelja, ili zakonskog staratelja, da pribavi sve potrebne dokumente odnosno udovolji svim takvim zahtjevima. PRTLJAGA Opće odredbe Prtljaga se prevozi kao predana i nepredana (ručna prtljaga). Putnik ima pravo na besplatni prijevoz prtljage prema daljnjim odredbama ovih Uvjeta. Predana prtljaga Kao predana prtljaga primaju se dobro zatvoreni i zaključani kovčezi ili druga prtljaga koja se može čvrsto zatvoriti. Uz suglasnost prijevoznika, u prijevoz mogu biti uključeni također i drugi predmeti. Za prtljagu koju putnik preda prijevozniku (predana prtljaga), putniku se kao potvrdu o preuzimanju izdaje prtljažni identifikacijski privjesak, koji je putnik dužan sačuvati u slučaju reklamacije. Kao predanu prtljagu moguće je također prevoziti živežne namirnice i male životinje, prema propisima koje odredi prijevoznik. Svaki komad prtljage koji putnik želi predati mora biti označen s vanjske i unutrašnje strane identifikacijskom oznakom na kojoj stoji putnikovo ime i njegova kontaktna adresa u mjestu dolaska (na primjer adresa hotela). Ime naznačeno na toj oznaci mora odgovarati podacima na putnoj karti i ostalim putnim ispravama. Prtljaga, uključujući i onu sa zip zatvaračem, mora biti zabravljena, kako tijekom prijevoza ne bi došlo do njenog otvaranja. Prijevoznik ne odgovara za prtljagu koja odmah nakon slijetanja nije preuzeta. Predana prtljaga se prevozi u skladišnom prostoru zrakoplova i u pravilu istim zrakoplovom kao i putnik. Ako takav prijevoz nije moguć, ostvarit će se najbližom mogućom vezom. Prijevoz prtljage i stvari, koje bi mogle ugroziti sigurnost leta, osoba ili imovine te, dalje, prtljage i stvari, koje bi prilikom zrakoplovnog prijevoza mogle biti znatno oštećene ili su neprikladno zapakirane, prijevoznik može isključiti iz prijevoza prije uzlijetanja ili bilo kada tijekom puta. Putnik ima pravo na besplatan prijevoz predane prtljage koja po svojim dimenzijama, sadržaju i ostalim značajkama mora odgovarati propisima prijevoznika. Ručna prtljaga Ručna prtljaga koju putnik može ponijeti sa sobom u zrakoplov određena je pravilima pojedinog prijevoznika, tipu zrakoplova te destinacijom na kojoj se obavlja putovanje. Maksimalna dimenzija je zadana zbrojem maksimalne duljine , maksimalne širine te maksimalne dubine. Prijevoznik ima pravo provjeriti težinu i dimenzije ručne prtljage. Besplatno se, dalje, prevoze u kabini zrakoplova dolje navedeni predmeti za osobnu uporabu, koje putnik ima uz sebe i sam ih čuva: - mala ženska torbica - kaput, šal ili pokrivač - kišobran ili štap - fotoaparat, videokamera, dalekozor, malo osobno računalo ili mobilni telefon - košara za dijete i hranu za dijete tijekom leta - naočale i ortopedska pomagala za invalidne putnike Besplatno se, također, prevozi potpuno sastavljeno vozilo za invalidnu osobu, koje se iz smještajnih razloga pohranjuje u skladišni prostor zrakoplova. Posebna vrsta prtljage Isključivo uz prethodnu suglasnost prijevoznika i pod uvjetima koje je odredio prijevoznik moguće je prevoziti: - žive životinje, uključujući ptice i gmazove (prijevoz se provodi na odgovornost putnika, te samo na onim mjestima u kojima je to važećim propisima dopušteno. Prijevoz se provodi u putničkom dijelu zrakoplova (u kabini) ili u skladišnom prostoru. Besplatno se, pored navedenog, u kabini zrakoplova može prevoziti pas ako prati osobu oštećena vida ili sluha, te pas namijenjen zaštiti ljudskih života. Psi moraju biti opremljeni vodilicom, brnjicom, potvrdom o cijepljenju i drugom traženom dokumentacijom. - prijevoz oružja i streljiva: oružje svih vrsta može biti primljeno u zrakoplovni prijevoz samo na onim mjestima u kojima je to važećim propisima dopušteno. Oružje mora biti nenapunjeno, zakočeno i smješteno isključivo u skladišnom prostoru zrakoplova. Streljivo, koje je svojim svojstvima eksplozivno, pripada u tzv. opasni teret i može se prevoziti prema uvjetima navedenima u IATA priručniku za prijevoz opasnog tereta. - prijevoz diplomatske prtljage dopušten je diplomatskim kuririma u putničkoj kabini zrakoplova. Višak prtljage Pri korištenju tzv. komadnog sustava prijevoza prtljage, za svaki komad prtljage viška ili za prekoračenje veličine ili težine prtljage plaća se čvrsto utvrđena pristojba određena prema mjestu dolaska, prijevozniku te vrsti tarife. Prtljaga na ostalim linijama, koja ima težinu veću od dopuštene, bit će prevezena prema kapacitetnim mogućnostima prijevoznika te će za nju biti obračunata prevoznina prema težini određenoj pristojbom za 1 kg na osnovi tarife prijevoznika. Pregled prtljage Prijevoznik se može u prisutnosti putnika uvjeriti u sadržaj njegove prtljage. Ako je putnik odsutan, prijevoznik ima pravo u prisutnosti barem jednog svjedoka, koji nije zaposlenik prijevoznika, otvoriti prtljagu putnika, ako ustanovi da sadržava predmete kojima se uskraćuje prijevoz ili prijevoz kojih zahtijeva posebni režim. Nepraćena prtljaga Prijevoz nepraćene prtljage vrši se po posebnim propisima prijevoznika. Prtljaga s proglašenom vrijednošću Putnik ima mogućnost proglasiti vrijednost predane prtljage većom nego je vrijednost odgovornosti zrakoplovnog prijevoznika pod pretpostavkom da je prijevoznik odredio tarifne uvjete u tom slučaju. Preuzimanje predane prtljage - putnik je dužan preuzeti svoju prtljagu odmah po slijetanju, - prtljagu može preuzeti jedino imatelj prtljažnog lista i identifikacijskog privjeska. Prijevoznik nije dužan ustanoviti je li imatelj prtljažnog lista i identifikacijskog privjeska preuzeo prtljagu i ne odgovara za gubitak, štetu, ili druge troškove koji bi nastali putniku s tim u vezi, - oštećenje, neizdavanje ili gubitak prtljage nužno je prijaviti odmah prilikom preuzimanja prtljage prijevozniku, koji je dužan sastaviti o tome zapis. Inače se pretpostavlja da je prtljaga bila predala u ispravnom stanju, - prilikom kasnijeg prijavljivanja štete putnik mora dokazati uzročnu vezu između prijavljene štete i pripadajućeg prijevoza. RED LETENJA Redovi letenja Prijevoznik će se nastojati držati objavljenih redova letenja koji su na snazi za dan putovanja. Prijevoznik može promijeniti vrijeme leta, često zbog razloga izvan njegove kontrole, te stoga prijevoznik ne može jamčiti za vremena navedena u redovima letenja. Prijevoznik će nastojati obavijestiti putnika o promjeni vremena letova ako može kontaktirati s njime. Dogodi li se značajnija promjena vremena leta nakon što je putnik kupio putnu kartu, a novo vrijeme putniku ne odgovara, putnik ima pravo odustati od putovanja i zatražiti povrat novca za putnu kartu. Nepravilnosti u zrakoplovnom prijevozu a) Iz osobitih razloga koji ne ovise o prijevozniku (iz razloga tzv. "više sile", na primjer vremenskih uvjeta, tehničkih razloga koji nisu greška prijevoznika, u slučaju rata, štrajka organizacija koje vrše službu prijevoza i sl.) prijevoznik može odgoditi, otkazati, ukinuti, preusmjeriti let, promijeniti vrstu zrakoplova ili predati zastupništvo drugom prijevozniku, a da ne snosi daljnju odgovornost, osim dužnosti osiguravanja prijevoza drugim zrakoplovima ili drugim prijevoznim sredstvima ili vraćanja prevoznine. b) Ako je let odgođen, ako kasni ili je otkazan ili je promijenjena vrsta zrakoplova u okolnostima koje su nastale kao greška prijevoznika, a prijevoznik ne može osigurati unaprijed potvrđeno mjesto, putnik se ne može iskrcati na unaprijed utvrđenom ili konačnom odredištu, ili ako okolnosti utječu na to da putnik zakasni na povezni let, prijevoznik je dužan ili: - prevesti putnika nekom drugom redovitom linijom na kojoj ima slobodnog mjesta ili - preusmjeriti putnika do konačnog odredišta označenog na putnoj karti svojim redovitim letom ili letom nekog drugog prijevoznika ili osigurati za putnika zemaljski prijevoz. Ako troškovi za prevoznine, troškovi plaćanja za višak prtljage i ostale usluge povezane s promjenom puta prekorače vrijednost plaćene cijene putne karte ili njezinog dijela, prijevoznik neće od putnika zahtijevati dodatne prevoznine ili ostale naknade i platit će putniku razliku ako su prevoznine i naknade za promijenjeni smjer niže od onih koje je putnik platio ili će - vratiti prevoznine sukladno s odredbom navedenih Uvjeta te neće imati prema putniku nikakve daljnje odgovornosti, - omogućiti putniku s potvrđenom rezervacijom, kojem je bio uskraćen ukrcaj u zrakoplov iz razloga nedostatka mjesta u zrakoplovu, odgovarajuću naknadu određenu propisima prijevoznika. c) Prijevoznik ne snosi odgovornost za pogreške i propuste u redovima letenja ili drugim informacijama dobivenih od zaposlenika ili agenata prijevoznika o vremenu polaska ili dolaska te o prometu zrakoplova, s iznimkom u slučajevima kad je prijevoznik svjestan da će svojim ponašanjem ili propustom uzrokovati štetu. VRAĆANJE PREVOZNINE Opće odredbe Vraćanje prevoznine ili povrat se vrši u skladu s primjenjivim pravilima o prevoznini ili tarifi. Povrat obavlja isključivo IATA agent koji je i izdao danu putnu kartu. Putnik je dužan, u vlastitom interesu, raspitati se o tarifama prije kupnje putne karte. Pri vraćanju prevoznine pridržavat će se načina plaćanja. Agent IATA može zahtijevati da osoba koja traži vraćanje prevoznine preda pismenu molbu. U slučaju da prijevoznik ne može ispuniti uvjete prijevoza određene ugovorom o prijevozu, ili kada putnik traži promjenu nekih od uvjeta prijevoza, agent IATA ima pravo, temeljem dogovora s prijevoznikom, pružiti putniku naknadu za neiskorištenu putnu kartu ili njen dio. Agent IATA pružit će naknadu ili osobi čije je ime navedeno na putnoj karti ili osobi koja je platila putnu kartu te pruži o tome dokaz. Povrat novca osobi koja je pružila potrebne dokaze o obavljenom plaćanju i neiskorištenim kuponima za let u smislu gore navedenih odredaba, smatra se valjanim povratom i oslobađa agenta IATA bilo kakve odgovornosti ili daljnjih prava na novi povrat. Vraćanje prevoznine iz razloga za koje ne odgovara putnik Pod vraćanjem prevoznine iz razloga za koje ne odgovara putnik shvaća se vraćanje prevoznine putniku koji nije mogao pristupiti letu, za koji je imao kupljenu putnu kartu, iz razloga za koje je odgovoran prijevoznik. Vraćanje se provodi: a) Ako put uopće nije ostvaren, vraća se prevoznina u punoj visini, b) Ako je ostvaren dio puta, vraća se približan iznos prevoznine koja se odnosi na dio leta iz mjesta na kojem je došlo do prekida leta do mjesta dolaska koje je navedeno na putnoj karti. (Maksimalno je moguće vratiti vrijednost jednosmjerne prevoznine na prekinutom dijelu puta). Vraćanje prevoznine na zahtjev putnika Ako putnik zatraži vraćanje prevoznine iz razloga koji nisu navedeni u stavci 2. ovog članka ili traži promjenu putne karte ili drugog dokumenta, agent IATA ovlašten je pristupiti naplati određenih naknada za usluge. Naknade se odnose na prosječne troškove putnih isprava, prijenosne naknade povezane s izdavanjem i rezervacijama, poštanske i telekomunikacijske troškove i troškove za knjigovodstvene usluge povezane s tim. Vraćanje prevoznine se provodi prema ovim postavkama: a) U slučaju traženja povrata prevoznine za putnu kartu koja je u potpunosti neiskorištena, vratit će se iznos plaćene prevoznine prema pravilima o prevoznoj tarifi, umanjen za naknadu za usluge, b) U slučaju traženja povrata prevoznine za putnu kartu koja je djelomično iskorištena, vratit će se iznos koji odgovara razlici između plaćene prevoznine i prevoznine za putovanje za koje je putna karta već iskorištena, ako prijevoznikovim odredbama nije drukčije određeno, i umanjena za naknadu za uslugu, c) Prilikom traženja povrata novca za putni dokument koji nije putna karta, uvijek se naplaćuje naknada za usluge, d) Prilikom traženja povrata prevoznine kod posebnih tipova tarifa za koje vrijede različiti uvjeti povrata, prijevoznik djeluje u skladu s tim uvjetima. Rok za podnošenje molbe Molbu za vraćanje prevoznine za izgubljeni, neiskorišteni ili djelomično iskorišteni dokument, ili njegov dio, treba podnijeti najkasnije 30 dana nakon isteka vrijednosti dokumenta. Pravo odbijanja naknade Agent IATA može odbiti naknadu: nakon isteka valjanosti dokumenata i prekoračenja roka za podnošenje molbe, a) Ako je povratna putna karta bila uvjetom dopuštanja ulaska u zemlju, b) Ako je dokument spremljen u bazi sumnjivih dokumenata OSIGURANJE ZA SLUČAJ PLATNE NEMOGUĆNOSTI ILI STEČAJA AGENCIJE U skladu sa Zakonom o turističkoj djelatnosti, u slučaju platne nemogućnosti ili stečaja Agencije, putnik zatečen na putovanju, kao i ostale osobe koje su uplatile akontacije za putovanje trebaju na najbrži način kontaktirati Agencijskog osiguravatelja (u daljnjem tekstu: Osiguravajuće društvo Allianz Zagreb d.d.), pozivajući se na broj police: 1500 - 173511817. PUTNE FORMALNOSTI Putovnice, vize i ostali dokumenti a) Putnik je dužan pribaviti sve dokumente i ispuniti sve uvjete koje zahtijevaju mjerodavni organi za ulaz/izlaz u zemlju u koju leti, odnosno kroz koje je u tranzitu. Odgovornost za prikupljanje valjanih putnih dokumenata snosi putnik. Na međusobna prava i obveze putnika i Agencije primjenjuju se važeći zakonski propisi i opći uvjeti poslovanja Agencije. Informacije o vizama za hrvatske državljane možete provjeriti ovdje: www.mvep.hr/hr/konzularne-informacije/vize/pregled-viznog-sustava b) Agent IATA ne odgovara za štete ili izdatke koji su putniku proizašli zbog nepridržavanja navedenih dužnosti, c) Agent IATA je ovlašten provesti kontrolu svih putnih dokumenata Odbijanje ulaska u zemlju i izručenje Putnik je dužan platiti prevozninu ako je prijevozniku odlukom odgovarajućih organa naloženo vratiti putnika do mjesta odakle je krenuo ili bilo kamo drugdje. Prijevoznik može upotrijebiti za naknadu te prevoznine dosad neiskorištene putne dokumente. Plaćena prevoznina do mjesta gdje je putniku bio uskraćen ulazak u zemlju ili gdje je došlo do njegova izručenja neće biti nadoknađena od strane prijevoznika. Naknada troškova prijevozniku Putnik je dužan na zahtjev prijevoznika nadoknaditi sve troškove proizašle iz njegova neudovoljavanja propisanim administrativnim putnim odredbama koje se zahtijevaju u zemljama iz kojih leti, u koje leti, odnosno kroz koje je u tranzitu. Carinska inspekcija Putnik je dužan biti prisutan prilikom kontrole njegove predane ili ručne prtljage koju provode carinske ili druge službe. Prijevoznik nije odgovoran za bilo kakvu štetu ili gubitak načinjen putniku, koji je nastao kao posljedica neispunjavanja tih uvjeta. UZASTOPNI PRIJEVOZNICI Prijevoz koji obavlja prijevoznik i drugi prijevoznici na temelju jedne putne karte ili uz nju pripojenih karata smatra se jednim prijevozom. Ako prijevoz obavlja nekoliko prijevoznika, svaki se od njih, koji prihvaća putnike, prtljagu ili robu, smatra ugovornom stranom ugovora o prijevozu prema važećim međunarodnim sporazumima. Prilikom takvog prijevoza putnici ili njihovi zastupnici mogu pozivati na odgovornost isključivo prijevoznika koji je izvršio prijevoz tijekom kojeg je došlo do događaja koji su rezultirali pravom za naknadu štete s iznimkom slučajeva kada prvi prijevoznik preuzme ugovorom odgovornost za čitav put. ODGOVORNOST PRIJEVOZNIKA Opća odgovornost prijevoznika se provodi: a) U unutrašnjem zračnom prijevozu na temelju supstancijalnog prava Republike Hrvatske koje uređuje prijevoz i zračni prijevoz. b) U međunarodnom zračnom prijevozu na temelju Ugovora o ujednačavanju nekih pravila o međunarodnom zračnom prijevozu tzv. Varšavskom konvencijom čl. 15/1935., u izmjenama Haškog protokola čl. 15/1966. Ograničenje odgovornosti prijevoznika odgovornost prijevoznika u duhu Varšavske konvencije dopunjene i izmijenjene Haškim protokolom za štetu nastalu smrću ili ranjavanjem putnika ograničena je iznosom od 20.000, - USD, iznosom od 58.000, - USD (75.000, - USD uključujući pravne troškove) u duhu Montrealskog dogovora za letove do/iz/preko SAD-a i Kanade. Odgovornost za štetu a) Prijevoznik je odgovoran samo za štetu nastalu na vlastitoj liniji. Prijevoznik koji je izdao putnu kartu ili ukrcao prtljagu na liniju drugog prijevoznika, nastupa samo kao njegov agent. Putnik ima, unatoč tome, pravo tražiti odštetu, u slučaju predane prtljage, od prvog ili posljednjeg prijevoznika. b) Prijevoznik ne odgovara za štetu prouzrokovanu na ručnoj prtljazi ili drugim stvarima za čiju je brigu i čuvanje zadužen putnik, s iznimkom slučajeva kad je šteta nastala krivnjom prijevoznika ili kad je putnik izgubio mogućnost brinuti se o svojoj prtljazi. Ako je pak šteta nastala zajedničkom krivnjom putnika i prijevoznika, snosit će podijeljenu odgovornost s obzirom na svoj udio u uzrokovanju štete. c) Prijevoznik je odgovoran do visine stvarne štete, najviše do granice ograničavanja njegove odgovornosti. Prijevoznik ne odgovara za neizravnu štetu niti za izmaklu dobit, izmaklu dobit, d) Prijevoznik je odgovoran za gubitak ili kašnjenje koje je nastalo u tijeku zračnog prijevoza njegovom krivnjom, e) Prijevoznik nije odgovoran za bilo kakvu štetu, gubitak ili oštećenje koje je uzrokovano prirodnim putem, smrću životinja ili ponašanjem životinja, kao što je ujedanje, udaranje, probadanje ili gušenje ili pogrešnim čuvanjem životinje, ili nemogućnosti životinje prilagoditi se različitim uvjetima zračnog prijevoza, f) Prijevoznik ne odgovara za štetu na lomljivim i krhkim predmetima ili lako kvarljivim stvarima, zatim ne odgovara za gubitak novca, nakita, plemenitih kovina, lijekova, ključeva, videokamera, fotoaparata i drugih elektroničkih uređaja, obveznica i vrijednosnih papira ili ostalih vrijednosti, poslovnih dokumenata, putovnica i drugih identifikacijskih isprava, koje su smještene u putnikovu predanu prtljagu, sa znanjem ili bez znanja prijevoznika. Prijevoznik nije odgovoran za oštećenje putnikove prtljage koje je uzrokovano sadržajem prtljage, g) U slučaju prijevoza putnika čija je dob, psihičko i fizičko stanje takvo da je opasno ili rizično za tu osobu, prijevoznik neće biti odgovoran za bilo kakvu bolest, ozljedu ili nesposobnost, uključujući i smrt ako je ta bolest, ozljeda, nesposobnost ili smrt posljedica navedenog stanja takve osobe, h) Ograničavanje odgovornosti prijevoznika odnosi se na sve zaposlenike, agente i zastupnike prijevoznika. NAČIN I ROKOVI ZA REKLAMACIJU Prouzročenu štetu na zdravlje, ručnu prtljagu i na ostalom osobnom vlasništvu putnik je dužan odmah prijaviti prijevozniku, koji će o tom sastaviti zapis. Prilikom kasnijeg prijavljivanja štete putnik mora dokazati uzročnu vezu između prijavljene štete i pripadajućeg prijevoza. U slučaju znatnih ozljeda prijevoznik je dužan sam prijaviti štetu. Štetu na predanoj prtljazi putnik mora odmah reklamirati kod prijevoznika, najkasnije do 7 dana od preuzimanja prtljage. Štetu na prevezenoj robi nužno je reklamirati odmah, najkasnije do 14 dana od njenog preuzimanja. Prigovor za odgovornost za zakašnjenje treba predati u pismenom obliku u roku od dvadeset i jednog dana od dana kad je prtljaga ili roba predana. Prilikom neisporuke robe potrebno je uputiti reklamaciju do 120 dana od dana izdavanja prtljažnog lista. Pravo na nadoknadu štete nestaje po isteku 2 godine od dana slijetanja na odredište ili od dana kad je prijevoz prekinut. PRIMJENA PRAVA I NADLEŽNOST SUDA Na rješavanje svih sporova koji nastanu na temelju ovih Općih uvjeta primjenjuju se pozitivni propisi Republike Hrvatske, a za rješavanje istih nadležan je sud u Republici Hrvatskoj. Upravni nadzor nad primjenom Zakona o pružanju usluga u turizmu i propisa donesenih na temelju Zakona o pružanju usluga u turizmu obavlja Ministarstvo nadležno za turizam. Inspekcijski nadzor nad provedbom Zakona o pružanju usluga u turizmu i propisa donesenih na temelju Zakona o pružanju usluga u turizmu te pojedinačnih akata, uvjeta i načina rada nadziranih pravnih i fizičkih osoba provodi Ministarstvo turizma – Samostalni sektor turističke inspekcije, Trg Republike Hrvatske 8/1, 10000 Zagreb, sukladno Zakonu o pružanju usluga u turizmu. Ovi Uvjeti stupaju na snagu i primjenjuju se od 01. travnja 2018. godine.