ZAGREB – GLORY OF CROATIAN CAPITAL

STANDARD INFORMATION FORM FOR PACKAGE TRAVEL CONTRACT WHERE THE USE OF HYPERLINKS IS POSSIBLE

ANNEX I , PART A

1. when the travel organizer is the travel agency Atlantis travel
When a combination of package travel services is offered in terms of the Law on the Provision of Tourism Services: The traveler has all the rights arising from the provisions of the Law on the provision of services in tourism relating to the package deal. Atlantis travel travel agency is responsible for the proper execution of the package deal as a whole. The Atlantis travel travel agency has a statutory guarantee for the reimbursement of passenger payments and, if the transport is included in the package deal, ensuring the repatriation of passengers in the event of insolvency. More information on the most important rights related to the package deal agreement can be found at:

2. when the travel organizer is another travel agency
When a combination of package travel services is offered in terms of the Law on the Provision of Tourism Services: The traveler has all the rights arising from the provisions of the Law on the provision of services in tourism relating to the package deal. The travel agency that organizes the trip is fully responsible for the proper execution of the package deal as a whole. The travel agency that organizes the trip has a legally prescribed guarantee for the compensation of the passenger's payments and, if the transport is included in the package deal, ensuring the repatriation of the passenger in case he becomes insolvent.

Key rights under Directive (EU) 2015/2302 :

Travellers will receive all essential information about the package before concluding the package travel contract.
There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
Travellers are give an emergency telephone number or details of a contact point where they can get in toucher with the organiser or the travel agent.
Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
The price of the package may only be increased if specific costs rise (for instance , fuel prices) and if expressly provided for in the contract and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organise reserves the right to a price increase, the traveller has a right to a price recddution if there is a decrease in the relevant costs.
Travelers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other then the price, are changed significantly. If before the start of the package the trader resposible for the package cancels the package, travellers are enittled to a refund and compensation where appropriate.
Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exeptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justiable termination fee.
If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and substantially affects the performance of the package and the organiser fails to remedy the problem.
Travellers are also entitled to a price reduction and/or comepnsation for damages where the travel services are not performed or are improperly performed.
The organiser has to provide assistance if the traveller is in difficulty.
If the organiser or, in some Member States, the retailer becomes insolvent, paymets will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the packge and if transport is included in the package, repatriation of the travellers is secured. Atlantis travel has taken out insolvency protection with Insurance company UNIQA OSIGURANJE: Insurance policy 11-7003043969 ¨ Security gurantee policy 45-7003043881., info@uniqa.hr, telephone 03851 6324 200, telefax 0038516324250, Planinska 13a, Zagreb Croatia.
Travellers may contact this entity or, where applicable , the competent authority Ministry of Tourism , Prisavlje 14, 10 000 Zagreb, e-mail: pravni@mint.hr, tel. +385 1 6169 243. Direcitve ( EU) 2015/2302 as trasnposed into national law
http://eur-lex.europa.eu/legal-content/HR/TXT/PDF/?uri=CELEX:32015L2302&from=HR Close

RESOLUTIONS OF COMPLAINTS
The traveler has the right to submit a complaint due to the unfulfilled agreed upon service. The traveler is obligated to issue a written complaint to ATLANTIS within 8 days after the finalization of the trip. Complaints issued after the deadline of 8 days will not be taken into consideration. We emphasize that it is in the best interest of the traveler to perform in good will and to show good will in solving the complaint during the trip and to submit his written complaint to the service provider on the spot (front desk, transport operator, caterer or travel agency in the destination) and to seek a written confirmation from the service provider that they received the complaint. Every traveler – contract carrier, issues a complaint individually. ATLANTIS will not take group complaints into consideration. ATLANTIS is obligated to issue a written solution for the complaint within 15 days after receiving the complaint and this is to be done in the way the complaint was received (e-mail, mail or personal deliver where it will be responded to through a written package with a return receipt). ATLANTIS will solve only those complaints where the traveler submits evidence that he has submitted a complaint to the service provider on the spot and that the cause could not be removed on the spot. If through the fault of ATLANTIS the program or a part of the service was unfulfilled, the traveler has the right to compensation to the height of the real value of the unused service and this cannot include already used services as well as the entire amount of the arrangement. In case of last minute contracts OR contracts where the TRAVELLER finds out the accomodation title upon arrival at the destinaton (promotions like fortune, roulette, no name, ace, jocker...) the TRAVELLER will accept all inherent risks. Such journeys involve unpredictable conditions (Force Majeure) which ATLANTIS cannot control in any way. What is more, the traveller has opted for this kind of arrangement due to special price, therefore any responsibility for claims arising from this arrangement will be waived by ATLANTIS.
In case of disputes related to online sales and service contracts, a consumer can file a complaint or submit his dispute through an interactive platform created to resolving disputes online, accessible via the following link: https://ec.europa.eu/consumers/odr/
In any case, the applicant may submit a proposal for conciliation to the Center for the Conciliation of the Croatian Chamber of Economy, Rooseveltov trg 2, 10000 Zagreb, mirenje@hgk.hr, www.hgk.hr
Until ATLANTIS delivers a decision, the traveler shall abandon mediation of any other person, court establishments or providing information to the media.

NOTIFICATION ON THE METHOD OF SUBMITTING THE CUSTOMER COMPLAINT

In accordance with Art. 6 item 3 of the Law on Provision of Services in Tourism ("Narodne novine" 130/17) we inform customers that a complaint which express their dissatisfaction with respect to the purchased product or service provided may be submitted in writing and in the business premises and they will receive confirmation of this objection without any delay. An objection can also be filed by post to the following address:

Atlantis Travel d.o.o.
Slavonija 1/3
35000 Slavonski Brod

or

Atlantis travel d.o.o.
Petrinjska 59
10 000 Zagreb

or to the e-mail address: croatia@atlantis-travel.hr or zagreb@atlantis-travel.hr

or to the Book of Appeal that is exhibited at the office.

The response to the written complaint of the consumer will be given in writing no later than 15 days from the date of receipt of the complaint, so please leave us your contact address for delivery of the response.

Customer:
Name and surname: ___________________
Response delivery address: ___________________
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