These General Terms and Conditions for booking and purchase of travel package arrangements and linked travel arrangements of PRO PUTUJ d.o.o. travel agency (hereinafter: General Terms) are an integral part of the travel package arrangement and linked travel arrangement programs, and thus of the Travel Agreement (hereinafter: Agreement) concluded with PRO PUTUJ d.o.o., travel agency, Zapoljska 14, 10 000 Zagreb, Tax ID: 24222297154, ID code: HR-AB-01-081005836, registered in the court register of the Commercial Court in Zagreb under registration number: 081005836 (hereinafter: Pro putuj) by the travel contractor (hereinafter: Traveler). All information and conditions in the program and in these General Terms are binding for Pro putuj and the Traveler unless otherwise stated in the Agreement. Words and terms with gender significance used in these General Terms apply equally to masculine and feminine gender, regardless of whether they are used in masculine or feminine form.
The Traveler can register for travel organized and offered by Pro putuj, or in which Pro putuj acts as an authorized sub-agent of another travel organizer, at a Pro putuj office in person, by telephone, fax, email, via the internet, and through other authorized agents. Based on the received registration, Pro putuj will offer the Traveler an Agreement which is considered binding after it has been signed by the contracting parties or otherwise clearly confirmed their consent (e.g., but not exclusively: via internet, fax, email, by providing a credit card number, by payment to a transaction account). Pro putuj has the right to refuse service if it does not receive appropriate payment by the agreed deadline:
Upon registration, the Traveler pays 40% of the arrangement value, and the remaining 60% must be paid no later than 30 days before departure, except in cases where special payment conditions are specified for individual trips. When selecting installment payment by card, 100% of the amount is immediately due for payment.
For so-called “on-request reservations,” a deposit is paid according to the responsible organizer’s price list. Pro putuj will not accept on-request reservation applications without a paid deposit. If the Traveler does not accept a confirmed reservation made according to their request, Pro putuj will retain the paid deposit to cover reservation costs.
In the case of a paid and confirmed arrangement, any change of dates and travel participants is subject to additional payment according to the valid service price lists of the travel organizer or service provider.
Pro putuj agency devotes great attention to program presentation on promotional materials (website, flyers, catalogs and similar), but irregularities and errors are possible, which Pro putuj will strive to correct as soon as possible. Pro putuj is not responsible for any printing errors, website errors, or subsequent changes in new editions of promotional materials and programs brought to the Traveler’s attention before concluding the Agreement; therefore, in this regard, the data stated in the Agreement, not in the promotional material, are considered relevant.
The arrangement price includes those services listed in the program under “Price includes” and may also include various fees, which is specially highlighted in the program. The arrangement price does not include those services that are specifically listed in the program under “Price does not include,” with the note that some optional services can be contracted in advance and will be recorded in the Travel Agreement. Pro putuj will timely inform the Traveler about the existence, price, and any changes in the payment regime of these fees. Published prices are the result of Pro putuj’s agreements with partners and may not correspond to prices displayed at the destination.
Pro putuj has the right to increase the arrangement price if the price increase is exclusively a direct consequence of changes in:
Price of passenger transportation resulting from fuel costs and/or other energy sources.
Amount of taxes and/or fees for travel services covered by the contract determined by third parties not directly involved in the execution of the package arrangement, including tourist taxes, landing fees, or embarkation or disembarkation fees at ports and airports.
Currency exchange rates relevant to the package arrangement.
Pro putuj has the right to unilaterally increase the arrangement price up to 8% and must inform the Traveler no later than 20 days before travel. A price increase, regardless of amount, is only possible if Pro putuj informs the Traveler in writing, and no later than 20 days before the start of the trip or package arrangement, of the price increase in a clear and understandable manner, with calculation and explanation of that increase.
Before the start of the package arrangement, Pro putuj may not unilaterally change the terms of the travel agreement in the package arrangement, except for price in accordance with Article 4 of the General Terms and the Law on Provision of Services in Tourism, unless such right is provided in the contract, if the change is insignificant, and if it informs the Traveler of the change in a clear, understandable, and easily noticeable way on a durable medium. If Pro putuj is forced to significantly change any of the main characteristics of travel services before the start of the package arrangement or cannot fulfill the Traveler’s agreed special requirements or proposes a price increase of the package arrangement by more than 8%, the Traveler may, within a reasonable time determined by Pro putuj:
Accept the proposed amendment, or
Terminate the contract without paying a termination fee.
If the Traveler terminates the travel agreement in the package arrangement, Pro putuj is obliged to return all payments made without undue delay, and no later than 14 days from contract termination, and to compensate the Traveler as necessary.
Pro putuj reserves the right to change the day and/or time of departure due to flight schedule changes and/or unforeseen circumstances, as well as the right to change the direction of travel if travel conditions change, e.g., but not exclusively: changed flight schedule, security situation in the country and/or at transfer points and/or destination, weather conditions, without paying compensation, according to applicable regulations in international traffic. Pro putuj also reserves the right to change the program sequence when it comes to public holidays and similar, and due to changes in operating hours of individual facilities being visited.
Final travel documents will be delivered to the Traveler or sent by email no later than 3 days before departure, unless otherwise stated in the program or in case of charter flights. The final travel documents will contain information necessary for smooth program implementation, as well as contact at the destination and/or emergency phone number, and agency contact. The Traveler is obliged to provide all data about all travel companions they are registering during registration. The data must be fully aligned with the data in official documents that travelers are required to have with them during travel, according to the rules of each individual country. In the event that incorrect data causes delays, additional costs and/or travel interruption, the Traveler is responsible for all costs incurred to themselves and fellow travelers.
Accommodation facilities offered in programs are described according to the official categorization of the destination country, valid at the time of program publication. Meals, accommodation unit content, as well as other services offered by hotels/apartments are supervised by local tourist authorities, and accommodation and service standards may differ from domestic ones and as such are not comparable.
Room/apartment allocation is determined by the reception of the accommodation facility at the place of stay. If the Traveler has not explicitly contracted a room/apartment with special features, they will accept any officially registered accommodation unit in the facility described in the catalog and price list. Room check-in is usually not possible before 3:00 PM on the day service use begins, and the room must usually be vacated by 10:00 AM on the day service use ends. Arrivals after 7:00 PM must be announced in advance unless otherwise indicated. The decision on earlier check-in and/or later check-out from the accommodation unit is made independently by the accommodation facility, and Pro putuj has no influence on it.
The Traveler may terminate the Travel Agreement at any time before the start of the package arrangement with payment of an appropriate cancellation fee as compensation for damages:
If the Traveler cancels an arrangement for travel to Croatia, Pro putuj retains the following amount from the total arrangement price as compensation for damages:
If the Traveler cancels an arrangement for European travel by bus or plane up to and including 5 nights, Pro putuj retains the following amount from the total arrangement price as compensation for damages:
If the Traveler cancels an arrangement for European travel by bus or plane for 6 or more nights, Pro putuj retains the following amount from the total arrangement price as compensation for damages:
If the Traveler cancels an arrangement for travel outside Europe (including long-distance travel, foreign language courses), Pro putuj retains the following amount from the total arrangement price as compensation for damages:
If the Traveler cancels a cruise arrangement, Pro putuj retains the following amount from the total arrangement price as compensation for damages:
If the Traveler cancels a linked travel arrangement that includes an airline ticket and accommodation, Pro putuj retains 100% of the airline ticket price (unless otherwise stated in the airline ticket tariff conditions) regardless of time until travel begins, and for hotel and other service cancellations, conditions under item b) apply, except when the service is reserved under special conditions that do not allow refunds (so-called non-refundable), when the service provider retains 100% of the service amount.
The stated cancellation costs also apply to changes in departure dates and/or accommodation facilities, room/apartment types, as well as all other significant changes. When canceling travel, visa and travel document procurement costs are not refunded. In the event the Traveler cancels or shortens travel due to weather conditions, Pro putuj will apply the above provisions, and subsequent complaints will not be honored. If special conditions apply to certain programs and arrangements, Pro putuj will state them when contracting, and they will be applied. The Traveler is obliged to confirm verbal cancellation in writing by mail, fax, or email. If the Traveler does not confirm verbally communicated cancellation in writing, it will be considered that they have not canceled the trip. If the Traveler interrupts an ongoing trip at their own request, they are not entitled to reimbursement of costs incurred due to early return.
If the actual damage incurred is greater than stated, Pro putuj reserves the right to charge it with proof of actual costs, up to a maximum of 100% of the arrangement price.
If the Traveler does not pay the remaining amount up to the total arrangement price by no later than 29 days before travel or does not secure documentation for undisputed collection of the total arrangement price, it will be considered that they have withdrawn from the reservation without the possibility of refund of the paid deposit.
The Traveler has the right to terminate the travel agreement in the package arrangement before the start of travel without paying a termination fee in case of extraordinary circumstances that could not be avoided, which occurred at the destination or in its immediate vicinity, and which significantly affect the fulfillment of the package arrangement or significantly affect passenger transportation to the destination.
If a Traveler who cancels travel finds a new user of the same reservation who meets all stipulated conditions, Pro putuj charges only the costs caused by the replacement. Given that airline tickets are transportation contracts between the air carrier and the Traveler and are issued in the Traveler’s name and are non-transferable (see point 19.2.), the existing ticket is canceled according to the tariff conditions under which the ticket was purchased (see point 20.2.) and a new ticket is purchased in the name of the new Traveler according to the valid and available tariff at the time of issuing the new ticket.
By signing the Travel Agreement, of which these Terms are an integral part, it is considered that travelers have been offered and recommended travel insurance: voluntary health insurance, accident insurance, baggage damage and/or loss insurance, trip cancellation or interruption insurance, and third-party liability insurance, and that information about the content of these insurances and general insurance contract terms have been made available to the Traveler. If the Traveler wishes to contract the mentioned insurances, they can be contracted directly with the insurer or through Pro putuj, whereby Pro putuj acts only as an intermediary for the insurance company. Trip cancellation or interruption insurance, according to insurance company conditions, is contracted when concluding the Travel Agreement and cannot be contracted subsequently at Pro putuj agency. If the Traveler does not provide data for insurance policy preparation within the deadline stated in the offer, it is considered that the Traveler does not wish to contract travel insurance or will contract it independently. The insurance premium is calculated depending on travel duration and price according to the insurance company’s price list. Valid reasons for cancellation or trip interruption are determined by the insurance company in accordance with insurance terms. Paid insurance premiums are not subject to trip cancellation or interruption insurance, nor part of the package arrangement, and will not be refunded, nor will visa procurement costs and reservation service fees, despite the Traveler having trip cancellation insurance. If the Traveler must cancel or interrupt travel, Pro putuj reserves the right to charge an appropriate fee according to the rules stated in point 9 of these General Terms. Other insurance conditions are provided with the insurance policy that will be sent or delivered to travelers.
Pro putuj may terminate the travel agreement in the package arrangement before the package arrangement begins and fully refund all payments received for the package arrangement to the Traveler, without obligation to compensate the Traveler for damages, if the number of people registered for the package arrangement is less than the minimum number stated in the contract or travel program that is an integral part of pre-contractual information, and if it notifies the Traveler of contract termination within the deadline stated in the promotional material or travel program, i.e.:
Pro putuj may terminate the travel agreement in the package arrangement before the package arrangement begins and fully refund all payments received for the package arrangement to the Traveler, without obligation to compensate the Traveler for damages, if Pro putuj is prevented from fulfilling the contract by extraordinary circumstances that could not be avoided, and if it notifies the Traveler of contract termination without undue delay before the package arrangement begins. In case of contract termination under this article, Pro putuj will refund all payments made for the Traveler’s benefit without undue delay, and no later than 14 days from termination of the travel agreement in the package arrangement, provided that the traveler has sent the data necessary for Pro putuj to refund the money.
Travelers are required to possess valid personal travel documents. Invalid, incomplete, expired, and damaged documents that result in withdrawal from travel do not produce any harmful consequences for Pro putuj, and if Pro putuj suffers additional damage due to such traveler oversight, the Traveler is obliged to compensate it. If travel documents are lost or stolen during travel, the Traveler bears the cost of issuing new documents. If a visa is required for any travel, Pro putuj can, if the visa-issuing body allows intermediation, mediate in obtaining it for an additional fee. Pro putuj is not responsible for decisions by customs, police, and other state bodies that result in denial of entry permission to individual countries.
Travelers are required to comply with currency and customs regulations, as well as laws and other bylaws of the Republic of Croatia and other countries through which they pass and in which they stay. In case of inability to continue travel due to regulation violations by the Traveler, all costs incurred to themselves, fellow travelers, and Pro putuj are borne by the Traveler alone. Travel to some countries requires mandatory vaccinations against certain diseases, and the Traveler is required to possess vaccination certificates and documents.
The Traveler is obliged to inform Pro putuj of all facts regarding their health, habits, etc., which could jeopardize the course of travel (if for health and other reasons they require a certain type of food, suffer from chronic illness, allergies, etc.). If due to these they are unable to follow the program during travel, they accept the organizer’s decision that they will not be able to visit certain places and that they will not request a refund for non-fulfillment of the contract.
The Traveler is obliged to inform themselves about the current situation and possible restrictions on travel on the official website of the Ministry of Foreign and European Affairs before paying for an airline ticket, accommodation, or arrangement.
Transportation conditions and prices for carry-on and checked baggage, as well as weight and size limitations, are determined by the carrier. On charter flights, the traveler is entitled to free transportation of up to 20 kg of baggage, as well as on regular flights, unless otherwise stated in the program. For air transportation, excess baggage is paid by the Traveler according to the carrier’s applicable rules and prices. Children under two years of age are not entitled to free checked baggage transportation. Pro putuj does not assume responsibility for lost and/or damaged baggage. Any baggage irregularity, e.g., but not exclusively: delay, loss and/or damage to baggage, must be reported by the Traveler without delay directly to the carrier if the irregularity occurred during transportation, or to accommodation (reception, e.g., hotel, camp, accommodation service provider) if the irregularity occurred during accommodation. For air transportation, the air carrier to whom baggage was submitted for transportation is responsible for checked baggage based on regulations valid in air traffic, while the Traveler is personally responsible for carry-on baggage, including baggage marked “Delivery at Aircraft” and temporarily placed in the baggage compartment. In case of irregularity, the Traveler fills out an irregularity report directly with the carrier or agent authorized by the carrier to handle baggage transportation irregularities. Based on this report, the carrier pays compensation according to regulations valid in domestic and international passenger air traffic. In case of loss, damage and/or theft of baggage at a hotel, the Traveler submits a compensation claim to the hotel where the baggage was lost, damaged and/or lost. We recommend taking out baggage insurance.
The Traveler must first complain to the service provider (hotel, apartment and similar, carrier, tour leader, travel organizer representative, or direct service provider) about irregularities and complaints. If the complaint can be resolved on-site and the Traveler did not immediately complain to the service provider about irregularities, it is assumed that the Traveler agrees with the service, thereby losing the right to file subsequent complaints with a request for service price reduction and/or damage compensation. Pro putuj will not consider complaints if the Traveler has not attached a copy of the written complaint filed on-site. If, even after on-site complaint, no improvement occurs, the Traveler must request confirmation showing that the service was not provided or was not provided as contracted. The Traveler must attach the confirmation to the written complaint. The Traveler is obliged to file a written complaint within 8 days after travel completion via email to: info@proputuj.hr or by mail to: Pro putuj d.o.o., Zapoljska 14, 10 000 Zagreb, or in person by visiting the office and submitting a written complaint to a Pro putuj agency employee. If the Traveler files a written complaint after this deadline, Pro putuj is not obliged to consider such a complaint. Pro putuj is obliged to make a written decision on the complaint within 14 days of receiving the complaint and may postpone the complaint resolution deadline for an additional 14 days due to information gathering. While the resolution process lasts, and a total of no more than 14 or 28 days after filing the complaint, the Traveler irrevocably waives mediation by any other person, UHPA arbitration or other institution, as well as providing information to the media. Likewise, during this time, the Traveler waives the right to sue. The maximum compensation amount per complaint may reach the amount of the complained part of services and cannot include already used services or the entire arrangement amount.
In accordance with European Union regulations, consumers can submit their complaints about online purchases or consumer dispute resolution for products and services purchased via the internet online.
European Union Regulation No. 524/2013 on online resolution of consumer disputes (Online Dispute Resolution platform) has been applied since January 9, 2016.
In accordance with Article 14, paragraph 1 of that Regulation, traders based in the European Union who participate in online sales contracts are required to provide an electronic link to the ORS Platform in an easily accessible place on their websites. The Online Dispute Resolution Platform (ORS Platform) began operating on February 15, 2016.
Electronic link: Online Consumer Dispute Resolution Platform
Pro putuj is obliged to take care of service execution and service provider selection with the care of a good businessman and to care for Traveler rights and interests in accordance with good customs in tourism. Pro putuj is obliged to provide the Traveler with all contracted services for each arrangement/trip and provide answers for any non-performance of services or part of services. Pro putuj will execute all stated obligations from its programs/arrangements completely and in the described manner except in cases of force majeure or changed circumstances. Despite all our care, overbooking at the destination/trip is possible in the hotel/transportation/restaurant, and Pro putuj will strive to offer a replacement solution; depending on possibilities, Pro putuj will assist the Traveler in difficulties, especially in providing appropriate information about health services, local authorities, and consular assistance, and additionally in establishing remote communication and finding alternative travel arrangements. If the Traveler caused the difficulty intentionally or through negligence, Pro putuj may charge a reasonable fee for assistance that will not be higher than actual costs. Pro putuj is obliged to bear the costs of necessary accommodation for up to 3 nights per Traveler when, due to extraordinary circumstances that could not be avoided, it is not possible to ensure the Traveler’s return in accordance with the travel agreement in the package arrangement. The Traveler has the right to price reduction/damage compensation if travel services are not executed properly.
The Traveler is obliged to comply with rules of conduct in accommodation facilities and means of transportation and not to prevent smooth program execution through their actions or endanger other Travelers’ rights to use Pro putuj services. If the Traveler causes damage to the service provider in the accommodation facility or means of transportation or prevents regular and smooth program execution, they are obliged to immediately eliminate or compensate such damage to the injured party, whereby they are obliged to cooperate with the service provider and Pro putuj. If the Traveler endangers regular and smooth program execution, Pro putuj, in addition to the right to damage compensation, has the right to interrupt travel, in which case it will be considered that travel was interrupted at the Traveler’s request, whereby Pro putuj is not obliged to bear return costs to the place of departure. If in the case described in the previous paragraph of this point the Traveler is a minor or child, the parent or guardian is obliged to accept the child’s return home or come for the child at their own expense. The Traveler is obliged, without undue delay and taking circumstances into account, to inform Pro putuj of any non-compliance they identify during fulfillment of the travel service covered by the travel agreement in the package arrangement. If any travel services are not performed in accordance with the travel agreement in the package arrangement, at the Traveler’s request, Pro putuj is obliged to correct that non-compliance, unless it is impossible or would cause disproportionate costs taking into account the non-compliance and value of travel services affected by the non-compliance.
Pro putuj does not own its own aircraft and does not perform air transportation of passengers and goods but acts exclusively as a sales agent for air carriers in selling airline tickets.
When making flight reservations, the Traveler is obliged to provide the exact name, surname, and gender of each Traveler as stated on the identification travel document that travelers will use for that trip. Despite great care in making reservations, due to errors in information exchange, errors in name, surname, gender, dates, times, flights, departure, and destination are possible. The Traveler is obliged to check the received reservation confirmation and without delay inform Pro putuj of any errors in name, surname, gender, dates, times, flights, departure, and destination so that correction can be made as soon as possible. If the Traveler does not inform Pro putuj of an error in name, surname, gender, dates, times, flights, departure, and destination after receiving the reservation/offer and before purchase confirmation, it will be considered that all stated information is correct. Unless otherwise indicated in the reservation/offer, the reservation is valid for 24 hours from the time of reservation, after which, if the Traveler does not confirm, i.e., purchase the ticket, it is automatically canceled. The air carrier may at any time change and/or cancel currently valid tariffs without prior notice, which may lead to price changes from the time of reservation/offer creation to the time of ticket confirmation/purchase. The valid tariff at the time of ticket issuance applies.
After reservation confirmation by the Traveler, Pro putuj, as a sales agent for air carriers, on behalf of the carrier, issues the Traveler an electronic purchase confirmation (electronic ticket, e-ticket, eticket, etix) containing name, surname, gender, and sequential list of all flights for which transportation reservation has been made with travel dates, departures, and destinations, as well as the reservation number under which the carrier maintains the reservation in its reservation system. After purchase/purchase confirmation, i.e., e-ticket issuance, subsequent change of any ticket element is not possible. Once issued, an airline ticket represents a transportation contract between the air carrier and the Traveler. The ticket, as a transportation contract, is issued in the Traveler’s name and surname and is not transferable to another person.
Before boarding the aircraft, the Traveler must independently check in for the flight in one of the ways offered by the air carrier that issued the ticket (e.g., at the check-in counter at the airport, on the carrier’s website, at a self-service machine, etc.). The air carrier may charge a fee for certain check-in methods. After check-in is completed, the carrier issues the Traveler a boarding pass in paper and/or electronic form for each flight separately, which serves for aircraft entry and as a baggage tag if baggage is checked for transportation. In the case of paper boarding passes, the air carrier may refuse boarding to a Traveler who cannot present an original paper boarding pass, if issued, at the aircraft entrance. The air carrier is not obliged to fulfill the contractual transportation obligation if the Traveler’s name and surname differ on the electronic ticket/boarding pass and on the personal travel document that the Traveler presents during transportation check-in and/or when boarding the aircraft.
Air passenger and baggage transportation conditions are defined by the air carrier and the Traveler is required to comply with them.
Special payment deadlines and conditions apply to airline ticket payments. Unless otherwise indicated in the reservation/offer, the reservation is valid for 24 hours from the time of reservation. If the Traveler purchases a ticket by credit card, they are required to provide valid credit card information (by phone or personal visit to the agency) before the reservation validity deadline expires and ensure that it may and can be charged for the total ticket amount and TSC, and that if the Traveler is not personally the credit card user stated on the card, they have permission from the card user for the same. If the Traveler purchases a ticket by payment to the Pro putuj transaction account opened at Zagrebačka banka d.d., they must take into account the NCS terminal plan for executing transactions of the financial institution from which they issue the payment order, to be sure that Pro putuj can record the paid funds in its transaction account at Zagrebačka banka d.d. before the reservation validity deadline expires. If Pro putuj does not record the paid funds in its transaction account at Zagrebačka banka d.d. by the stated deadline, Pro putuj is not responsible for reservation cancellation by the air carrier. Neither the carrier nor Pro putuj can guarantee that a new reservation on the same flights will be possible at the same price or that there will be space on the flight, and in that case, the Traveler may decide to create a new reservation at then-available prices and available flight seats and pay the difference to the new available ticket price within the new deadline determined by the carrier, or to withdraw from purchase and refund previously paid funds after they are recorded in Pro putuj’s account without purchasing a ticket.
The air carrier reserves the right to cancel reservations and/or already purchased tickets without prior notice, for which Pro putuj assumes no responsibility.
Refund of the agency fee for ticket issuance (TSC) is not possible.
Air carriers, due to certain circumstances, reserve the right to change flight schedules, including changing takeoff and landing times, as well as canceling flights without prior notice. An electronic ticket is a contract between air carriers and the Traveler, whereby Pro putuj acts only as a sales agent for air carriers and is not responsible for changes/cancellations made to the reservation/e-ticket by the air carriers themselves.
Cancellations and changes (e.g., flights, departure and/or destination) are subject to the purchased airline ticket tariff conditions. Unless Pro putuj has indicated otherwise in the offer/reservation, in case of cancellation by the Traveler, the airline ticket does not allow tariff refund, does not allow refund of unused airline and/or airport fees, does not allow flight changes including departure and/or destination airport changes. All change possibilities for an already issued ticket are subject to the tariff conditions under which the ticket was issued, including the possibility of refund after purchase (tariff and/or fees), possibilities of flight, departure and/or destination changes, as well as the amount of change/cancellation fee if tariff-permitted. For tariffs that allow flight changes with payment of an additional fee, in addition to the fee, it is necessary to pay the difference from the already paid tariff to the one available at the time of change on new flights if there are no more seats on the originally purchased tariff.
If travel is canceled and, according to airline ticket tariff conditions, the Traveler is entitled to a refund, funds will be returned to the Traveler after approval by the air carrier (usually within 2 months from the cancellation date) in the same way the ticket was purchased. Travel cancellation must be submitted in writing via email to: info@proputuj.hr or by mail to: Pro putuj d.o.o., Zapoljska 14, 10 000 Zagreb, or in person by visiting the office and submitting written travel cancellation to a Pro putuj employee. If the ticket is not canceled within the deadline defined by the air carrier and the Traveler does not appear for the flight, they will be considered a No-show passenger.
If the Traveler has not checked in for the flight in time and/or did not appear at the boarding gate, they are considered a No-show passenger. The air carrier will automatically cancel all subsequent flights on the airline ticket that cannot be used. The Traveler, depending on the tariff, generally has no right to refund or right to change the ticket for another flight.
During ticket issuance, the Traveler is issued a separate e-coupon in the electronic ticket for each reserved flight. The ticket purchased by the Traveler is valid for transportation from the place of departure, through stated intermediate landing or transfer places, to the landing place stated on the purchase confirmation/e-ticket. The purchased ticket price is calculated according to the air carrier tariff based on the entire journey indicated on the ticket. Changing the travel route leads to a tariff change and thus a ticket price change. When confirming/purchasing the ticket, the Traveler accepts the obligation to use flights sequentially as stated on the e-ticket (e.g., it is not possible to not use the outbound flight and then still use the return flight). When attempting to use flights out of the sequence stated on the ticket, all subsequent flights will be canceled, and the Traveler loses the possibility of using them, as well as the right to refund for the unused part of the ticket. In such cases, the carrier may request tariff recalculation according to the actual sequence of flight use, which may result in a higher tariff that the Traveler must compensate.
If the Traveler has a claim due to denied boarding, flight delay and/or cancellation, or any other transportation irregularity (e.g., baggage), the Traveler is obliged to submit a compensation claim directly to the air carrier that caused the irregularity. Pro putuj is in the role of sales agent and is not authorized to resolve claims on behalf of the air carrier. The air carrier does not consider any claims received from the agent related to passenger complaints to be valid. All transportation irregularities (delay, flight cancellation, …) are subject to Passenger Rights in Air Transport (europa.eu).
In case of insolvency and/or bankruptcy of the air carrier, whereby the carrier is unable to perform transportation, Pro putuj agency assumes no responsibility. Pro putuj will refund for such tickets only if and when it receives refund funds from the air carrier. Pro putuj will timely inform passengers about ticket status in case of air carrier insolvency/bankruptcy.
General travel conditions for package arrangements do not apply to travel in linked travel arrangements, except in the part concerning traveler protection in case of agency insolvency. A linked travel arrangement means at least two different types of travel services purchased for the same trip or vacation that do not constitute a package arrangement (e.g., individual hotel reservation, airline ticket, transfer, and similar additional services). For travel in linked travel arrangements, Pro putuj acts on behalf of and for the account of service providers, i.e., as an authorized sales agent of various service providers (airlines, hotels, transfers, travel service reservation agencies, and similar), and each Service Provider is exclusively responsible for proper execution of their services in accordance with the contract. In the final travel documents, the Traveler will be informed about the service provider’s contact.
For each individual program, the conditions of the responsible organizer stated for that trip apply. For all programs in which Pro putuj d.o.o. acts as an intermediary, Pro putuj d.o.o. is not responsible for travel implementation, i.e., tourist arrangements for which it is not the responsible organizer but only intermediates in sales. All tourist arrangements that Pro putuj represents as an intermediary are specially marked, which will be visible on the travel agreement. In that case, the general conditions of the stated travel organizer apply. By signing the contract, the contractor/traveler fully accepts the program and travel conditions.
In accordance with the Law on Provision of Services in Tourism, in case of payment incapacity or bankruptcy of Pro putuj, travelers caught on a trip, as well as persons who have paid deposits for travel, should contact the insurer with whom Pro putuj has contracted an Insurance Policy guarantee for tourist package arrangements. Insurer data is stated on each individual Travel Agreement, as well as the insurance policy number and insurer contact. Policy/contract number: P15 – 1020001163, Generali osiguranje d.d., Slavonska Avenija 1b, 10000 Zagreb, tel. +385 (0) 1 4600 400.
In accordance with the Law on Provision of Services in Tourism, Pro putuj has concluded a liability insurance contract with an insurer for damage caused to the Traveler by non-fulfillment, partial fulfillment, or irregular fulfillment of obligations related to travel. Insurer data is stated on each individual Travel Agreement, as well as the insurance policy number and insurer contact. Policy/contract number: P13E-1026020625, Generali osiguranje d.d., Slavonska Avenija 1b, 10000 Zagreb, tel. +385 (0) 1 4600 400.
Pro putuj undertakes to respect the privacy of all its travelers and collects only necessary traveler data required for travel execution. All traveler data is strictly protected and accessible only to employees who need this data to perform their work. All Pro putuj employees and business partners are responsible for respecting privacy protection principles.
This data may, with the traveler’s consent, also be used for further mutual communication and for delivery of agency marketing messages, and the Traveler can always independently opt out of marketing activities. Pro putuj undertakes to keep personal data in a database in accordance with the Personal Data Protection Act and the General Data Protection Regulation (GDPR).
A Traveler who has concluded a contract for organizing travel in which the name of the facility where the Traveler stays is learned only upon arrival at the destination accepts all risks of such travel. Such travel contains uncertain facts that Pro putuj cannot influence, and the Traveler has, primarily due to a more favorable price, accepted such travel, and for this reason, the Traveler has no right to object to the organizer regarding accommodation. Pro putuj guarantees exclusively the facility category (according to official categorization of the destination country) and type of selected service.
These terms and travel instructions are valid from February 23, 2025, and exclude all previous terms and travel instructions. They comply with EU Regulation 2015/2302 of the European Parliament and Council of November 25, 2015, on package travel and linked travel arrangements (available here) as well as the Law on Provision of Services in Tourism (Official Gazette NN 130/17, 25/19, 98/19, 42/20, 70/21) which has been in effect since June 26, 2021 (available here).
Pro putuj and the Traveler undertake to attempt to resolve possible disputed cases amicably in accordance with the conditions. If this is not possible, in case of dispute, the court in Zagreb has jurisdiction, and Croatian law applies.
According to the Law on Provision of Services in Tourism, the traveler may submit a proposal for dispute resolution before a body from the list of notified bodies for alternative resolution of consumer disputes in accordance with the law governing alternative resolution of consumer disputes.
Competent body under whose official supervision the travel agency’s activities in performing and providing services in tourism fall: State Inspectorate, Tourism Inspection, Šubićeva 29, 10 000 Zagreb.
Business Manager
Renato Habuš
PRO PUTUJ d.o.o.
Zapoljska 14, 10 000 Zagreb
Email: info@proputuj.hr
Tel: +385 1 70 77 550
