Information about the sales point The company Pleso prijevoz was established in 1994. The main activity is passenger transportation to Zagreb/Split Airport (local rides).
Full company name: Pleso prijevoz d.o.o. | Av. Marina Držića 4, 10000 Zagreb
Registered at the Commercial Court in Zagreb | MBS: 080103683 | OIB: 48343886965 | Amount of share capital: 7,800,000 HRK
Contacts (transfer information): Zagreb: +385 1 6331982 | Split: +385 21 203119 | Rijeka: +385 51 330207
Website address: https://www.plesoprijevoz.hr
Representative of the Company: Mario Madunić, Director
Products and Services
Daily lines in operation:
ZAGREB (Bus Station – Zagreb Airport – Bus Station)
SPLIT (Bus Station – Kaštel Airport – Bus Station)
RIJEKA (City of Rijeka – Zagreb Airport – Rijeka)
OSIJEK (Bus station – Osijek Airport – Bus Station)
Seasonal daily lines in operation:
ZADAR (Petrčane-Borik-Zadar Airport; Zadar Airport-Borik-Petrčane and Novalja-Pag-Zadar Airport; Zadar Airport-Pag-Novalja)
TICKET PRICES:
ONE-WAY (Petrčane-Borik-Zadar Airport = €10)
ONE-WAY (Novalja-Pag-Zadar Airport = €25)
We sell transportation tickets through our website, which is our main product for the transportation service. For local rides, there are two types of tickets: ONE-WAY and DAILY RETURN ticket. The one-way ticket is valid for a journey in one direction, either from the bus station to the airport or vice versa. The daily return ticket is valid for rides in both directions within the same day.
TICKET PRICES (from 1.4.2023):
ONE-WAY (Zagreb; Split) – €8
ONE-WAY (Rijeka – Zagreb) – €26.54
RETURN (Rijeka – Zagreb) – €39.58
WAYS TO PURCHASE TICKETS:
Directly from the driver
Through the website
At Split bus station
PAYMENT METHODS:
Cash – with the driver
Credit cards (WSPAY system) through the website
Direct bank payment (through the website)
To learn more about payment and purchasing through our webshop, please refer to the Terms of Online Ticket Sales.
Based on Article 33, paragraph 4a in connection with Article 4, item 26 of the Law on Road Transport (Official Gazette No. 82/2013) the Director of the company determines the following:
GENERAL TERMS OF TRANSPORTATION
I. GENERAL PROVISIONS
CARRIER: Pleso prijevoz d.o.o., Av. Marina Držića 4, Zagreb
PASSENGER: a person who is transported by the carrier for a fee
TRANSPORTATION IN DOMESTIC ROAD TRANSPORT: transportation within the territory of the Republic of Croatia
TRANSPORTATION IN INTERNATIONAL ROAD TRANSPORT: transportation between two or more countries
VEHICLE: a bus and a personal vehicle intended exclusively for passenger transport
TICKET: a document that entitles the passenger to transportation with the carrier under the conditions determined by these general terms of transportation
Article 1.
These general terms of transportation establish the mutual relations between the carrier and the passenger who uses the services of the carrier in public road transport and the conditions under which the carrier will provide transportation services to the passenger and their luggage.
II. TRANSPORTATION AGREEMENT
Article 2.
By entering into a transportation agreement, the carrier undertakes to safely transport the passenger and their luggage along the agreed route according to the published timetable, and the passenger undertakes to pay the carrier a fee for the transportation.
A transportation agreement can also be concluded between the carrier and the transportation contractor, in which case the transportation contractor assumes the obligation to pay the transportation fee.
The existence of a transportation agreement is proven by the ticket or a separate agreement.
Article 3.
The ticket contains the date, time, and travel route, information about the carrier, and the price of the transportation.
Tickets are sold at authorized sales points of the carrier, on the carrier’s website, and in carrier vehicles. The ticket can be printed electronically or on an MPOS device.
Article 4.
Types of fixed-term tickets are monthly passes and coupon tickets.
A monthly pass entitles the user to transportation within a specified time period (a period of one month calculated from the first to the last day of the month) and is valid for an unlimited number of trips on a specific route during that time period.
The monthly pass contains the user’s name, photograph, and assigned card number, and its issuance is free of charge.
Coupon tickets are printed tickets in a block (coupons) that entitle the user to 20 trips without a time limit (1 block = 20 tickets). Payment is made in advance, and the end user is not defined. The ticket contains information about the carrier, serial number, and travel route.
Article 5.
As a rule, a ticket is issued for a one-way trip, i.e., a trip in one direction, and the carrier is obliged for a specific date and time of travel indicated on the ticket.
A ticket can be issued for a daily round trip, i.e., a trip in both directions, and the carrier is obliged for a specific date, time, and route for the departure and the same date and the opposite route for the return trip indicated on the ticket.
The passenger can also purchase a return ticket for travel on routes determined by the carrier as such.
A return ticket allows the passenger to travel in the departure and return on a predetermined route, and it obliges the carrier for a specific date and departure time indicated on the ticket.
The basis for calculating the price of a return ticket is the full price of two one-way tickets according to the travel route, reduced by the amount of the discount determined by the carrier’s predetermined commercial privileges.
The validity period of a return ticket is calculated from the day of the initiated travel and is valid for 3 months. It cannot be used after the expiration of the validity period, except in exceptional cases on the carrier’s lines and lines of other carriers if there is an agreement between the carriers.
Article 6.
A change in the departure time indicated on the ticket can be made if the passenger submits a request to the carrier’s traffic office or another authorized person of the carrier or by email on the official website, no later than 24 hours before the start of the trip.
Article 7.
The passenger can reserve a seat on the vehicle in person at the organized sales points of the carrier, by phone at 01/6331-999, 051/330207; 051/336757, or by email at plesoprijevoz@plesoprijevoz.hr from Monday to Friday from 08:00 to 16:00.
The reservation binds the carrier only if the passenger purchases the ticket no later than 11:00 on the day preceding the trip.
If the passenger does not purchase the ticket within the time specified in paragraph 2 of this article, the sales point has the right to transfer the reservation to another passenger, and the previous passenger loses the right to the reserved seat as well as the right to seek compensation from the carrier.
Article 8
Articles 6 and 7 apply exclusively to transportation services on the Rijeka-Zagreb-Rijeka route.
III. REFUND OF TRANSPORTATION FEES
ONE-WAY AND RETURN TICKETS
Article 9
The carrier undertakes to refund the passenger’s transportation fee reduced by 20% for handling costs if the passenger cancels the journey and submits a request to the carrier:
- at least 24 hours before the start of the journey.
If the passenger requests a refund of the unused portion of the return ticket within its validity period, the carrier will deduct the one-way transportation cost with the corresponding commercial concession and 20% for handling costs from the paid price of the return ticket and pay the difference to the passenger.
The validity period of the return ticket is calculated from the day the journey begins and is valid for 3 months.
Article 10
No refund of the transportation fee is given for a lost, damaged, or canceled ticket after the time specified in Article 9, Paragraph 1 of these general terms and conditions.
A passenger who, due to their own fault, travels by another carrier’s bus instead of the carrier for whom they purchased the ticket, is not entitled to a refund of the paid ticket value.
The carrier is not obligated to refund the paid amount for a bus ticket if the passenger is late for the transport due to their own fault or the fault of a third party (flight delay, airport delays).
TIME TICKET
Article 11
If a passenger purchases a time ticket and cancels it, they may request a refund from the carrier.
a) Time ticket for an unlimited number of rides within a specific time period
If the refund of the time ticket is requested before the start of the valid period for which it was purchased, the paid amount will be refunded, reduced by 10% for handling costs.
If the refund of the time ticket is requested during its valid period, meaning that the ticket has been partially used, the refund will be given for the unused days, deducting the number of used days from the purchased ticket price (excluding Saturdays, Sundays, and holidays) and 10% for handling costs.
A refund request is only approved for a period of at least ten consecutive days, excluding Saturdays, Sundays, and holidays, and requires the submission of an appropriate certificate.
A request for justified refund (illness, termination of employment, etc.) of a portion of the monetary amount due to the unused time ticket can be submitted no later than 5 days after the expiration of its validity period, accompanied by proof of the inability to use the time ticket.
If a time ticket is purchased within its validity period, a refund for the unused portion of the days preceding the purchase is not possible.
b) Time ticket for a specific number of rides
If the refund of the time ticket is requested during its valid period, meaning that the ticket has been partially used, the refund will be given for the number of used rides (coupons) deducted from the purchased ticket price, and 10% for handling costs.
A request for a refund of a portion of the monetary amount due to the unused time ticket can be submitted no later than 5 days after the expiration of its validity period.
Article 12
In case of damage to a time ticket, the passenger will replace the damaged time ticket with a new one that will be valid until the expiration date of the previous time ticket.
In case of a lost time ticket, it must be immediately reported to the carrier’s sales point.
Article 13
The refund of the transportation fee is made to the user’s current or savings account based on the complete and undamaged ticket within 15 days.
Article 14
The passenger has the right to submit a written complaint within 30 days from the date when the transportation was performed or was supposed to be performed, which must be sent to the address of Pleso prijevoz d.o.o., Držićeva 4, Zagreb, or via email on the official website. The passenger must attach the ticket and a brief explanation of the complaint.
The carrier is obliged to inform the passenger within 30 days of receiving the written complaint whether the claims made in the complaint are justified, rejected, or still being processed.
The carrier undertakes to provide a final response within a period not exceeding 3 months from the receipt of the written complaint.
Article 15
Until the receipt of a written response, the passenger undertakes not to publicly discuss the mentioned transportation service.
In case of a dispute between the passenger and the carrier, the competent court according to the carrier’s headquarters has jurisdiction.
IV. PASSENGER’S OBLIGATIONS
Article 16
The passenger is obligated to check all the details of the ticket upon receipt and immediately report any errors found to the sales personnel.
If the passenger fails to inform the carrier in a timely manner about the error, the ticket will be considered correct.
Article 17
The carrier reserves the right to refuse the issuance of a ticket and the boarding of passengers who cause damage to the carrier’s property or disturb other passengers or the vehicle staff.
Article 18
The passenger is obliged to ensure that they board the vehicle that operates on the designated route at the departure bus station or stop and alight at their final stop.
The passenger can board or alight the vehicle only at the designated bus station or stop according to the timetable.
The passenger should ensure that they travel with the carrier indicated on the ticket.
The passenger is obliged to arrive at the initial stop at least 10 minutes before departure. In the case of delay, the carrier has no obligations towards the passenger.
Article 19
The passenger is required to keep the ticket throughout the entire journey and present it upon request to the authorized personnel of the carrier, who will identify themselves with an official identification card.
If the passenger damages, loses, or in any way becomes deprived of the ticket, or uses an invalid or incorrect ticket, they are obliged to pay the full ticket price for the route on which they are traveling to the ticket or control personnel.
A passenger who refuses to pay the full ticket price due to the lack of a valid ticket will be excluded from the journey.
Article 20.
The carrier has the right to refuse a reservation, issue a ticket, or otherwise provide a ticket or accept a person with a disability or reduced mobility on board in order to meet valid security requirements established by international law, Community law, or national law, or to meet health and safety requirements determined by competent authorities. This also applies when the design of the vehicle or the infrastructure of bus stations or stops physically prevents the boarding, alighting, or transportation of persons with disabilities or reduced mobility in a safe and practical manner.
In the case mentioned in the preceding paragraph, the person may request to be accompanied by another person of their choice, who can provide the necessary assistance as a person with a disability or reduced mobility, and travel free of charge, if feasible, sitting next to that person.
Article 21.
During the journey, the carrier’s staff and control personnel have the right to exclude a passenger from the journey if the passenger:
- disturbs the order and peace in the vehicle,
- jeopardizes traffic safety,
- disrupts the work of the vehicle staff,
- disrupts the work of the control staff,
- behaves rudely towards other passengers and/or the vehicle staff.
At the same time, when a passenger is excluded from the journey, the vehicle staff will hand over their luggage. In this case, the passenger is not entitled to a refund of the ticket fare from the place of exclusion to the final bus station or stop.
Article 22.
If a passenger intentionally or through gross negligence dirties the bus, they are obliged to pay for the cleaning of the bus at the actual cost.
The passenger is obliged to compensate the carrier for any damage caused by their fault.
Article 23.
A passenger who wishes to receive necessary information about a specific journey during its duration must provide the carrier or the bus station with their contact information when entering into a transport contract, to allow the provision of such information.
Other information for passengers is provided through the carrier’s website and bus stations.
Article 24.
In international transport, the passenger is obliged to comply with the regulations of other countries relating to travel, entry and exit documents, customs, tax authorities, and other administrative bodies, both regarding themselves personally and regarding their luggage.
The carrier bears no responsibility towards a passenger who fails to comply with these regulations.
V. CARRIER’S OBLIGATIONS
Article 25.
The carrier determines the timetable and transportation fare for all routes on a specific line and publishes them appropriately, at sales points, except inside the vehicles.
When determining the fare, the carrier may take into account commercial benefits for specific categories of passengers, as determined by the carrier.
Article 26.
The carrier will accept for transport and transport any person who meets the conditions set out in these general terms and conditions of transportation.
The following will not be accepted for transport:
- persons carrying firearms, except passengers on duty, provided that their firearms are secured,
- persons showing obvious signs of infectious or mental illness, as well as persons with open wounds (except for injured persons in a traffic accident being transported to the nearest medical facility),
- children under 10 years of age if not accompanied by adults. Children aged 11 to 18 will be accepted for transport at the responsibility of their parents,
- persons whose clothing or luggage is so heavily soiled that there is a risk of soiling the clothing of other passengers in the vehicle,
- persons under the influence of alcohol or drugs,
- persons without appropriate clothing (in bathing suits, without parts of clothing and footwear, in nightwear, etc.).
Article 27.
The carrier has the right to be delayed in arriving at the passenger’s destination at the time specified in the timetable in cases of force majeure and other objective circumstances that prevent the transportation according to the timetable, such as severe weather conditions, traffic congestion, road accidents, etc.
In the event of a canceled departure or a delay in departure from the bus station for more than 120 minutes or in case of overbooking, about which the carrier will inform the passengers through the bus station, the passenger is offered the right to choose between:
- continuing or rerouting the journey at the first available opportunity,
- refunding the ticket fare and, if necessary, providing a free return to the first departure point specified in the transport contract at the first available opportunity.
The passenger must communicate their choice to the carrier in a verifiable manner within 60 minutes of the occurrence of the circumstances mentioned in the preceding paragraph of this article.
The refund to the passenger from paragraph 2, subparagraph 2 of this article will be made within 14 days from the day of receiving the passenger’s request, to the account, unless the passenger accepts another form of compensation. The payment includes the full amount of the fare at which the ticket was purchased.
Article 28.
In the event of an accident arising from the provision of services under these general terms and conditions, the carrier will provide passengers with reasonable and proportionate assistance in terms of immediate practical needs after the accident, including transportation, accommodation, food, clothing, and first aid.
The total cost of accommodation mentioned in the preceding paragraph cannot exceed EUR 80.00 per passenger per night for a maximum of two nights.
VI. LUGGAGE TRANSPORT
Article 29.
The carrier’s vehicles transport hand luggage, passenger luggage, unaccompanied luggage, as well as items that are not considered hand luggage, passenger luggage, or unaccompanied luggage under the conditions provided in these general terms and conditions.
Only hand luggage is transported in vehicles with a capacity of 8+1 in road traffic.
Article 30.
Hand luggage refers to items that can be brought into the vehicle or personal vehicle as referred to in Article 29, Paragraph 2 of these general terms and conditions, and placed in the designated area, which the passenger keeps themselves.
Hand luggage generally refers to smaller items such as handbags, nets, etc., which can be placed on the shelf above the seats in the bus or kept by passengers, under the seat, but not causing inconvenience to other passengers.
For hand luggage from paragraph 2 of this article, the vehicle staff does not charge a transportation fee and is not responsible for its loss or damage.
Article 31.
Passenger luggage refers to suitcases, bags, backpacks, etc., and the transportation service is not charged.
Items that are not considered passenger luggage include items carried by the passenger, such as crates, baskets, bags, wrappers, and similar items that can be placed in the luggage compartment according to their dimensions and weight.
Upon the passenger’s request, the carrier may accept a maximum of two pieces of luggage for transport, provided it has the necessary luggage space and does not overload the vehicle.
Article 32.
The carrier is not liable for damage if passenger luggage is not packed or not properly packed and, due to these deficiencies, is inherently exposed to loss or damage.
Valuables, securities, or other valuable items must be carried in hand luggage by the passenger.
Article 33.
The passenger is obliged to compensate the carrier for any damage caused by the nature or condition of the luggage.
Dangerous substances, explosive and flammable objects, objects with unpleasant odors, perishable items, items that corrode or can injure or soil passengers, damage the bus or other passengers’ belongings, fragile items, cash, securities, valuables, jewelry, or works of art are not accepted as luggage.
Article 34.
Unaccompanied luggage is not accepted for transport by the carrier in domestic and international transport.
Article 35.
Upon arrival at the destination, the passenger must take all their belongings that were brought into the vehicle with them and also collect their passenger luggage.
After the end of the journey, any found items are handed over by the vehicle staff to the authorized person of the carrier or the company managing the bus station.
For perishable items found in the vehicle after the end of the journey, the carrier is not responsible, while for other items found in the vehicle, the carrier is responsible for a maximum of 8 days from the end of the journey.
VII. FINAL PROVISIONS
Article 36.
Vehicles of the carrier equipped with video surveillance have a visible sign indicating that the vehicle is under video surveillance, both at the entrance to the vehicle and inside the vehicle.
Recorded data is considered confidential.
Reading of recorded data is possible upon the order of the responsible person of the carrier, at the request of the Ministry of the Interior, and at the request of a court, as well as at the request of a passenger who is covered by visual data, upon their written request and with an indication of the purpose for which the data is requested.
Article 37.
As a business secret, the carrier will keep all information it has learned about the passenger, and without their consent, except in cases provided by law or at the request of competent authorities, it will not disclose the passenger’s personal data collected for the purpose of implementing the transport contract to anyone.
Article 38.
All disputes arising between passengers during the journey are resolved by the vehicle staff, while any disputes between passengers and the vehicle staff are resolved by the authorized person of the carrier.
Article 39.
These General Terms and Conditions come into effect on the day of adoption and are available to passengers on the carrier’s website www.plesoprijevoz.hr and at all sales points where the carrier’s tickets are sold.
With the entry into force of these General Terms and Conditions, acts that have previously regulated the subject matter cease to be valid.
Article 40.
Internet ticket sales are governed by separate general terms and conditions.
Article 41.
The carrier may change these General Terms and Conditions of transport in accordance with its business policy, as well as applicable legal regulations and EU regulations.
In Zagreb, January 1, 2017.
Representative of the Company
Mario Madunić, Director
