INSTRUCTIONS AND GENERAL CONDITIONS OF TRAVEL FOR TOURIST ARRANGMENTS
Introductory remarks
These General Terms and Conditions for the reservation and purchase of tourist package arrangements, related travel arrangements of the travel agency Best Travel. (hereinafter: General conditions) are an integral part of the program of tourist package arrangements and related travel arrangements, and thus of the Travel Agreement (hereinafter: Agreement) with the travel agency Best trave/ Kofer to go d.o.o., Stojdraška 1, 10090 Zagreb , OIB:58648734664, registered in the court register of the Commercial Court in Zagreb under no.: Tt-17/39220-2, MB 081124589 (hereinafter: Best travel/Kofer to go) is concluded by the travel contractor (hereinafter: Traveler). All information and conditions in the program and in these General Terms and Conditions are binding on Best travel/Kofer to go and the Passenger, unless otherwise stated in the Agreement. Words and terms that have a gender meaning used in these General Terms refer equally to the masculine and feminine genders, regardless of whether they are used in the masculine or feminine gender.
Applications and contracting
For a trip organized and offered by Best travel/Kofer to go, or in which Best travel/Kofer to go appears in the role of an authorized sub-agent of another travel organizer, the traveler can apply in person, by phone, fax, e-mail, via the Internet and at other authorized agents. On the basis of the received application, Best travel/Kofer to go will offer the Traveler an Agreement that is considered binding after the contracting parties have signed it or clearly confirmed their agreement in another way (e.g., but not exclusively: by internet, fax, e-mail, placing at the disposal of the credit card number, by payment to the transaction account). Best travel/Kofer to go has the right to refuse the service if it does not receive the appropriate payment by the agreed deadline:
a) When registering, the Traveler pays 30% of the value of the arrangement, and the remaining 70% of the amount must be paid no later than 30 days before departure, except in cases where special payment conditions are highlighted for individual trips. In the case of installment payment by card, 100% of the amount of the arrangement is charged immediately.
b) For the so-called “Reservations on request” are paid in advance in accordance with the price list of the responsible travel organizer. Best travel/Kofer to go will not accept a reservation request without an advance payment. If the Traveler does not accept the confirmed reservation that was made according to his request, Best travel/Kofer to go will keep the advance payment to cover the reservation costs.
c) When confirming a passenger’s reservation by a B2B partner, with whom Best travel/Kofer to go has signed a valid sub-agency contract, the B2B partner undertakes to pay an advance payment in the amount of no less than 40% of the value of the basic arrangement immediately upon receipt of the invoice upon sending the booking confirmation. If the same is not done, the reservation is considered invalid. The remaining 60% must be paid no later than 30 days before the start of the trip, and with that payment the traveler is announced for the arrangement and the necessary documents for the trip are sent to the B2B partner. If the B2B partner does not comply with the above, Best travel/Kofer to go considers that the reservation has been canceled by the B2B partner and has the right to keep 40% of the paid amount as the cost of the reservation. Best travel/Kofer to go is not obliged to accept the passenger for departure, if the passenger does not have the necessary travel documentation (air ticket, voucher or closing letter) issued by the Best travel/Kofer to go agency upon arrival for departure. For all arrangements booked less than 14 days before departure, Best travel/Kofer to go issues an invoice that the B2B partner is obliged to pay in full immediately or no later than within 24 hours of receipt of the invoice to the account of the agency Best travel/Kofer that’s it.
d) In the case of a paid and confirmed arrangement, any change of date and travel user is subject to an additional charge according to the valid price lists of the travel organizer or service provider.
Pre-contractual information – travel offer on the website, brochure, leaflet, catalog and the like
The Best travel/Kofer to go agency pays great attention to the presentation of the program on promotional materials (website, flyers, catalogs, etc.), but there are possible irregularities and errors that Best travel/Kofer to go will try to correct as soon as possible. Best travel/Kofer to go is not responsible for possible errors in the press, on the website, or for subsequent changes in new editions of promotional materials and programs that were brought to the attention of the Traveler before the conclusion of the Agreement, so the information provided is considered authoritative in this sense in the Contract and not in the promotional material.
In addition to the general travel conditions, the traveler is sent a form with standard information for a package travel contract and the most important rights in accordance with the Law on the provision of tourism services. In more detail, the documentation is sent:
1a) Form with standard information for a package travel contract when the travel organizer is the travel agency Best travel / Kofer to go d.o.o. When a combination of travel services is offered as a package arrangement within the meaning of the Act on the provision of services in tourism: The traveler has all the rights arising from the provisions of the Act on the provision of services in tourism that refer to the package arrangement. The travel agency Best travel/Kofer to go is fully responsible for the proper execution of the package arrangement as a whole. The travel agency Best travel/Kofer to go has a legally prescribed insured guarantee for compensation of the passenger’s payments and, if the transport is included in the package arrangement, ensuring the repatriation of the passenger in the event that it becomes insolvent
1b) Form with standard information for a package travel contract when the travel organizer is another travel agency When a combination of package travel services is offered in terms of the Act on the provision of services in tourism: The traveler has all the rights arising from the provisions of the Act on provision services in tourism related to the package deal. The travel agency that organizes the trip is fully responsible for the proper execution of the package as a whole.
The travel agency that organizes the trip has a legally prescribed insured guarantee for compensation of the passenger’s payments and, if the transport is included in the package arrangement, ensuring the repatriation of the passenger in case it becomes insolvent.
2) The most important rights in accordance with the Act on providing services in tourism.
Price and content of the arrangement
The price of the arrangement includes those services listed in the program under “Price includes” and may also include various fees, which are specifically highlighted in the program. The price of the arrangement does not include those services that are specifically on the program as such and listed under “The price does not include” with a note that some of the optional services can be agreed in advance and will be recorded in the Travel Contract. Best travel/Kofer to go will promptly inform the Traveler about the existence, price, as well as any changes in the collection regime of these fees. The published prices are the result of Best travel/Kofer to go contracts with partners and do not have to correspond to the prices displayed at the destination.
Change in the agreed price of the package deal
Best travel/Kofer to go has the right to increase the price of the arrangement if the price increase is solely a direct consequence of the change:
a) passenger transportation costs resulting from fuel costs and/or other energy sources.
b) amounts of taxes and/or fees for travel services covered by the contract determined by third parties who are not directly involved in the execution of the package arrangement, including tourist taxes, landing fees or fees for embarkation or disembarkation in ports and airports.
c) exchange rates that are relevant for the package arrangement.
Best travel/Kofer to go has the right to unilaterally increase the price of the arrangement up to a value of 8%, and the Passenger must be notified of this no later than 20 days before the trip. A price increase, regardless of the amount, is only possible if Best travel/Kofer to go notifies the Traveler in writing, no later than 20 days before the start of the trip, of the price increase in a clear and comprehensible way, along with the calculation and explanation of the increase .
Amendment of other conditions of the travel contract in a package arrangement
Before the start of the package arrangement, Best travel/Kofer to go may not unilaterally change the conditions of the travel contract in the package arrangement, except for the price in accordance with Article 4 of the General Conditions and the Act on the provision of services in tourism, unless such a right is stipulated in the contract, if the change is insignificant and if the Passenger is notified of the change in a clear, understandable and easily visible way on a permanent data carrier. If Best travel/Kofer to go is forced to significantly change any of the main features of the travel services before the start of the package arrangement or cannot fulfill the agreed special requirements of the Traveler or proposes an increase in the price of the package arrangement by more than 8%, the Traveler may within a reasonable period which determine Best travel/Suitcase to go:
a) accept the proposed change, or
b) terminate the contract without paying the contract termination fee.
If the Traveler terminates the package travel contract, Best travel/Kofer to go is obliged without undue delay, and no later than within 14 days from the termination of the contract, to return all payments made and, if necessary, compensate the Traveler.
Best travel/Kofer to go reserves the right to change the day and/or time of departure due to changes in the flight schedule and/or the occurrence of unforeseen circumstances, as well as the right to change the direction of travel if the travel conditions change, for example, but not exclusively: changed flight schedule, security situation in the country and/or at the transfer points and/or destination, weather (un)opportunities and without payment of compensation, according to the applicable regulations in international traffic. Best travel/Kofer to go also reserves the right to change the order of the program, when it comes to public holidays and the like, and due to changes in the working hours of individual facilities that are visited.
Travel documentation
The final travel documents will be handed to the Passenger or sent by e-mail no later than 3 days before departure, unless otherwise stated in the program or if it is a charter flight. The completed travel documents will contain information that is necessary for the smooth realization of the program, as well as the contact at the destination and/or the phone number to be contacted in case of emergency, as well as the agency contact. When registering, the traveler is obliged to provide all information about all fellow passengers of the trip he is registering. The data must be fully harmonized with the data in the official documents that passengers are required to have with them during the trip, according to the rules of each individual country. In the event that incorrect information causes delay, additional costs and/or interruption of the trip, the Traveler is responsible for all incurred costs for himself and fellow travelers.
NOTICES BEFORE DEPARTURE/JOURNEY
Best travel/Kofer to go does not send notifications to passengers by regular mail before the trip, unless otherwise specified in the program. Passengers will receive notifications before the trip to their e-mail address (one e-mail address per reservation) if they indicated it during registration; otherwise, they can pick up the notification at their registration point, where it will be available no later than three days before the start of the trip. Information that the traveler receives orally at the point of sale, by telephone, in another way or in writing from an unauthorized person, does not bind the Organizer to a greater extent than the information indicated in the travel program, these General Terms and Conditions and the Agreement.
Photos published on the Internet and in advertising materials are informative and non-binding in nature.
The organizer is not responsible for possible printing errors or subsequent changes in new editions of promotional materials and programs about which the traveler was informed before the conclusion of the Agreement, so in this sense the information stated in the Agreement, and not in the promotional material, is considered authoritative.
When signing the contract, the Best travel/Kofer to go employee will introduce the traveler to sources of information about the country to which the traveler is traveling, including the opinion of the Ministry of Foreign Affairs of the Republic of Croatia. We recommend every traveler to get information personally on the website www.mvep.hr and look at the list of countries of high or moderate risk according to the opinion of the MFA of the Republic of Croatia.
We recommend that every traveler who is not a citizen of Croatia and does not have Croatian travel documents personally inform himself about the country he is traveling to and the conditions that must be met for traveling to that country, bearing in mind the different regulations that apply to citizens of individual countries, before paying for the arrangement. Best travel/Kofer to go can refer the traveler to the source of information, but in no way assumes responsibility for the consequences that may arise for the traveler as a result of non-compliance with these regulations.
According to the regulations of the World Health Organization, travelers traveling to certain countries are required to be vaccinated and obtain an appropriate certificate of vaccination. Vaccination is also mandatory if a regulation of this type is accepted by signing the travel contract.
For all trips abroad, Best travel/Kofer to go recommends paying for a health insurance policy.
Categorization and description of services
The offered hotels, apartments or other facilities in the programs are described according to the official categorization of the country in question valid at the time the program is issued. We point out that local categorization differs significantly in individual countries. The comfort, food, content of the accommodation unit as well as other services are under the supervision of local and national tourism administrations, and the standards of accommodation and services are different and not comparable. The organizer does not take responsibility for any written or oral information that is not in accordance with the description of services and facilities in the published programs and that was given either by Best travel/Kofer to go employees or by a third party. If the traveler uses a triple or multi-bed room in a hotel, the hotelier usually provides a double room with an extra bed. The quality of the extra bed depends entirely on the hotel. Best travel/Kofer to go is under no circumstances responsible for any issue of the quality of the extra bed, and any passenger dissatisfaction arising from these reasons.
Accommodation in rooms/apartments
The layout of the rooms/apartments is determined by the reception of the accommodation facility in the place of stay. If the Traveler has not expressly agreed on a room/apartment with special features, he will accept any officially registered accommodation unit in the facility described in the catalog and price list. Entry to the room is usually not possible before 3:00 p.m. on the day the service begins, and it is usually necessary to leave the room by 10:00 a.m. on the day the service ends. Arrivals after 19:00 must be announced in advance, unless otherwise indicated. The decision on earlier entry and/or later exit from the accommodation unit is made independently by the accommodation facility and Best travel/Kofer to go
has no influence on it.
The Passenger’s right to terminate the Agreement
The passenger can terminate the travel contract exclusively in writing, at any time before the start of the package arrangement, with the payment of an appropriate fee in the name of damages:
a) If the Traveler cancels the arrangement for a trip to Croatia, Best travel/Kofer to go will retain the following amount from the total price of the arrangement as compensation for damages:
1) more than 30 days before departure: 30% of the package price, and at least €15 / HRK 113
2) from 29 to 22 days before departure: 40% of the price of the arrangement
3) from 21 to 15 days before departure: 50% of the price of the arrangement
4) from 14 to 8 days before departure: 80% of the price of the arrangement
5) from 7 days before departure to the day of departure: 100% of the price of the arrangement
6) after departure: 100% of the price of the arrangement
b) If the Traveler cancels the arrangement for a European trip by bus or plane for a one-day trip and up to and including 5 nights, Best travel/Kofer to go will retain the following amount from the total price of the arrangement as compensation for damages:
1) more than 30 days before departure: 30% of the price of the arrangement, and at least €15 / HRK 113
2) from 29 to 22 days before departure: 40% of the price of the arrangement
3) from 21 to 15 days before departure: 80% of the price of the arrangement
4) from 14 to 0 days before departure: 100% of the price of the arrangement
5) after departure: 100% of the price of the arrangement
c) If the Traveler cancels an arrangement for a European trip by bus or plane of 6 or more nights, Best travel/Kofer to go retains the following amount from the total price of the arrangement as compensation for damages: i) more than 60 days before departure: 1) 20% of the price arrangement, and at least €50 / HRK 376.72
2) from 60 to 46 days before departure: 30% of the price of the arrangement
3) from 45 to 32 days before departure: 40% of the price of the arrangement
4) from 31 days before departure to the day of departure: 100% of the price of the arrangement
5) after departure: 100% of the price of the arrangement
d) If the Traveler cancels the arrangement for a trip outside Europe (including long-distance trips, foreign language courses), Best travel/Kofer to go will retain the following amount from the total price of the arrangement as compensation for damages:
1) more than 45 days before departure: 30% of the price of the arrangement
2) from 44 to 30 days before departure: 80% of the price of the arrangement
3) from 29 days before departure to the day of departure: 100% of the price of the arrangement
4) after departure: 100% of the price of the arrangement
e) if the Passenger cancels the cruise arrangement, Best travel/Kofer to go will retain the following amount from the total price of the arrangement as compensation for damages:
1) more than 60 days before departure: 30% of the price of the arrangement
2) from 60 to 46 days before departure: 40% of the price of the arrangement
3) from 45 to 31 days before departure: 60% of the price of the arrangement
4) from 30 to 16 days before departure: 80% of the price of the arrangement
5) from 15 days before departure to the day of departure: 100% of the price of the arrangement
6) after departure: 100% of the price of the arrangement
f) Transfers: 120 – 91 days before departure 10% of the transfer price 90 – 61 days before departure 20% of the transfer price 60 – 45 days before departure 30% of the transfer price 44 – 31 days before departure 50% of the transfer price 30 – 21 days before departure 70% of the transfer price 20 – 0 days before departure 100% of the transfer price after departure and “no show” 100% of the transfer price
g) if the Passenger cancels a related travel arrangement that includes an airline ticket and accommodation, Best travel/Kofer to go retains 100% of the price of the air ticket from the total price of the arrangement as compensation (unless otherwise specified in the terms of the air ticket tariff) regardless in time until the start of the trip, and for the cancellation of hotels and other services, the conditions under paragraph b) apply, except when the service is booked under special conditions that do not allow return (so-called non-refundable), when the service provider keeps 100% of the amount of the service in question.
The mentioned cancellation costs also apply to changes in the date of departure and/or the accommodation facility, i.e. the type of room/apartment, as well as to all other important changes. When canceling a trip, the cost of obtaining a visa/s or travel documents is not paid. In the event that the Traveler cancels or shortens the trip due to weather conditions, Best travel/Kofer to go will apply the above provisions, and subsequent complaints will not be considered. If special conditions apply to some programs and arrangements, Best travel/Kofer to go will state them when contracting and the same will apply. Verbal cancellation The passenger is obliged to confirm in writing either by post, fax or e-mail. If the Traveler does not confirm the verbal cancellation in writing, it will be considered that he did not cancel the trip. If the Traveler interrupts the current trip at his own request, he is not entitled to compensation for the costs incurred due to an early return. For example If there was no snow at the destination and he went skiing or it rained on vacation.
If the actual damage is greater than the above, Best travel/Kofer to go reserves the right to collect it upon presentation of proof of the actual costs, up to a maximum of 100% of the price of the arrangement.
If the Traveler does not make the payment of the balance up to the total price of the arrangement no later than 29 days before the trip or does not provide documentation for the undisputed payment of the total price of the arrangement, it will be considered that he has given up the reservation without the possibility of returning the advance payment.
The traveler has the right to terminate the package travel contract before the start of the trip 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 which significantly affect the transportation of passengers at the destination.
The Passenger’s right to transfer the contract to another Passenger
If the Traveler who cancels the trip finds a new user of the same reservation, who meets all the stipulated conditions, Best travel/Kofer to go charges only the costs caused by the replacement. Since airline tickets are transport contracts between the airline and the Passenger and are in the Passenger’s name and are not transferable (see point 19.2), the existing ticket is canceled according to the terms of the tariff at which the ticket was purchased (see point 20.2) and a new ticket is purchased in the name of the new Passenger according to the valid and available tariff at the time of issuing the new ticket.
Travel insurance
By signing the Travel Contract, of which these Terms and Conditions are an integral part, it is considered that travelers are offered and recommended travel insurance: voluntary health insurance, insurance for the consequences of an accident, insurance for damage and/or loss of luggage, insurance in case of trip cancellation, and liability insurance towards third parties, as well as information on the content of these insurances and the general conditions of the insurance contract have been made available to the Traveler. In the event that the Traveler wishes to contract the mentioned insurances, they can be contracted directly with the insurer or with Best travel/Kofer to go, whereby Best travel/Kofer to go acts only as an intermediary of the insurance company. Travel cancellation insurance, according to the conditions of the insurance company, can only be contracted with voluntary health insurance for persons during the trip and stay abroad, it is contracted when concluding the Travel Contract and it cannot be contracted subsequently at the Best travel/Kofer to go agency. If the Traveler does not submit the information for the creation of the insurance policy within the period specified in the offer, it is considered that the Traveler does not want to contract travel insurance or will contract it independently. The insurance premium is calculated depending on the duration and price of the trip according to the price list of the insurance company. Valid reasons for trip cancellation are determined by the insurance company in accordance with the insurance conditions. The paid insurance premiums are not subject to cancellation insurance, nor part of the package arrangement, and will not be refunded, nor will the costs of acquiring visa/s and booking services, despite the fact that the Traveler has paid cancellation insurance. If the Traveler has to cancel the trip, Best travel/Kofer to go reserves the right to charge an appropriate fee according to the rules specified in point 9 of these General Terms and Conditions. Other insurance conditions are included with the insurance policy that will be sent or delivered to passengers.
The right of Best travel/Kofer to go to terminate the travel contract in a package arrangement before the start of the package arrangement
Best travel/Kofer to go can terminate the travel contract in a package arrangement before the start of the package arrangement and return all payments received for the package arrangement to the Traveler in full, without the obligation to compensate the Traveler, if the number of persons registered for the package arrangement less than the minimum number specified in the contract or travel program that is an integral part of the pre-contractual information and if the Traveler is notified of the termination of the contract within the period specified in the promotional material or travel program, i.e.:
– 20 days before the start of the package-arrangement for trips that last 6 days or more;
– 7 days before the start of the package-arrangement for trips that last from 3 to 5 days inclusively;
– 48 hours before the start of the package arrangement for trips lasting less than two days.
Best travel/Kofer to go can also cancel the trip due to force majeure, i.e. due to unusual or unforeseeable events, over which the organizer has no influence or was able to avoid them. Force majeure does not mean overbooking, but therefore includes state regulations, strikes, wars or crisis situations similar to wars, epidemics, natural disasters, etc. If Best travel/Kofer to go significantly changes the program, accommodation or price before the start of the trip, it is obliged notify the passenger in writing without delay. The traveler can accept the changed program or reject it within 2 working days of receiving the notification from Best travel/Kofer to go. In case of cancellation, Best travel/Kofer to go undertakes to return the amount paid to the passenger. In case of acceptance, Best travel/Kofer to go considers the replacement arrangement offered to the traveler as a new travel contract, with the traveler waiving all claims against Best travel/Kofer to go from any legal relationship arising from the original contract.
If Best travel/Kofer to go has not provided most of the contracted services after the start of the trip, or if it judges that it will not be able to ensure the fulfillment of most of the contracted services, Best travel/Kofer to go can, at its own expense, and with the consent of the passenger, make changes to the program for continuation of the trip and, if necessary, compensate the passenger for the price difference between the contracted and actually provided services. With the written consent of the passenger, Best travel/Kofer to go can replace the unfulfilled part of the service with another service, whereby the passenger waives the right to claims from Best travel/Kofer to go for such mutually agreed and changed part of the trip, in relation to the concluded Agreement on the journey.
Best travel/Kofer to go is authorized to unilaterally terminate the contract in full or in part, without the obligation to compensate the passenger, if external extraordinary and unforeseeable circumstances occur that could not be prevented, avoided or eliminated, and which, if they had existed at the time of the conclusion of the contract, about organizing travel, were a justified reason for Best travel/Kofer to go not to conclude a contract. In this case, the passenger has the right to payment of the paid amount in full, i.e. the price difference between the contracted and provided services. Best travel/Kofer to go reserves the right to change the day or time of travel due to a change in the flight schedule or due to the occurrence of unforeseen circumstances, the right to change the direction of travel if the conditions for travel change (changed flight schedule, security situation in a certain country, natural disasters or other situations on which Best travel/Kofer to go cannot influence) and that without compensation, and according to valid regulations in domestic and international traffic. Best travel/Kofer to go does not assume responsibility for changes due to unforeseen circumstances and force majeure during the trip. In this case, he can provide services based on the situation.
Travel documents
Passengers are required to have valid personal travel documents. Invalid, incomplete, expired and damaged documents, which result in cancellation of the trip, do not cause any adverse consequences for Best travel/Kofer to go, and if Best travel/Kofer to go suffers additional damage due to such an omission by the Traveler, the Traveler is obliged compensate the same. If travel documents are lost or stolen during the trip, the cost of issuing new documents is borne by the Traveler. If a visa is required for a trip, Best travel/Kofer to go can, if the visa-issuing authority allows mediation, mediate in obtaining it for a special surcharge. Best travel/Kofer to go is not responsible for the decisions of the customs, police and other government authorities, which result in the refusal of an entry permit to a particular country/s.
Foreign exchange, customs regulations and health regulations
Passengers are obliged to comply with foreign exchange and customs regulations, as well as laws and other by-laws of the Republic of Croatia and other countries they pass through and where they stay. In case of inability to continue the trip due to violation of regulations by the Traveler, all incurred costs for himself, fellow travelers and Best travel/Kofer to go shall be borne by the Traveler himself. Travel to some countries requires mandatory vaccinations against certain diseases, and the Traveler is required to have vaccination certificates and documents.
Luggage
The carrier determines the terms and prices of hand luggage and checked luggage, as well as weight and size restrictions. On charter flights, passengers are entitled to free transportation of up to 20 kg of luggage, as well as on regular air flights, unless otherwise stated in the program. In the case of air transport, excess baggage is paid for by the Passenger himself according to the valid rules and prices of the carrier. Children up to the age of two are not entitled to free checked baggage transportation. Best travel/Kofer to go assumes no responsibility for lost and/or damaged luggage. Any irregularity related to luggage, for example but not limited to: delay, loss and/or damage to luggage, the Passenger immediately reports directly to the carrier, if the irregularity occurred during transportation, or to the hotel if the irregularity occurred during accommodation. In the case of air transport, the airline to which the baggage was handed over is responsible for checked baggage, based on the regulations that apply in air transport, while for hand baggage, including baggage marked with “Delivery at Aircraft” and temporarily placed in the trunk, responsible Passenger personally. In case of irregularity, the Passenger fills out the irregularity report directly with the carrier or an agent authorized by the carrier to deal with irregularities in the transport of luggage. On the basis of that application, the carrier pays compensation according to the regulations that apply in domestic and international passenger air traffic. In the event of loss, damage and/or misappropriation of luggage at the hotel, the Passenger submits a claim for compensation to the hotel where the luggage was lost, damaged and/or lost. We recommend taking out a luggage insurance policy.
Objection to irregularities and complaints
The traveler must first complain about irregularities and complaints to the service provider (hotel, apartment, etc., carrier, tour operator, representative of the travel organizer or direct service provider). In the event that the complaint can be resolved on the spot, and the Traveler did not immediately complain about the irregularities to the service provider, it is understood that the Traveler agrees with the service, thereby losing the right to lodge subsequent complaints with a request for a reduction in the price of the service and/or payment of damages. Best travel/Kofer to go will not consider complaints if the Traveler has not attached a copy of the written complaint made on the spot. If, even after complaining on the spot, there is no improvement, the Passenger must request a certificate that shows that the service was not provided, or that it was not provided in the manner agreed upon. The passenger must attach the confirmation to the written complaint. The Traveler is obliged to file a written complaint within 8 days after the end of the trip by e-mail to the address: besttravel@besttravel.hr or by post to the address: Best travel/Kofer to go d.o.o., Stojdraška 1, 10 000 Zagreb. If the Traveler submits a written complaint after that deadline, Best travel/Kofer to go is not obliged to take such complaint into account. Best travel/Kofer to go is obliged to provide a written solution to the complaint within 14 days of receiving the complaint, and may postpone the deadline for the decision on the complaint for an additional 14 days due to the collection of information. While the resolution procedure lasts, and in total no more than 14, or 28 days after lodging the objection, the Traveler irrevocably renounces mediation by any other person, arbitration by the UHPA or another institution, as well as providing information to the media. Likewise, at this time the Traveler waives the right to file a lawsuit. The maximum amount of compensation per complaint can reach the amount of the advertised part of the services, and it cannot cover services already used, nor the entire amount of the arrangement. Best travel/Kofer to go is not responsible for complaints related to the weather forecast, waiting on the road due to unfavorable weather conditions, crowds at the borders or waiting at the entrance to the cities or facilities that are visited. Also, the traveler will be informed before the trip about all the prices of optional excursions and tickets, and he has the free will to make a reservation through an agency, travel organizer or to do the same in his own organization. No excursion is mandatory, it depends solely on the will of the traveler, and Best travel/Kofer to go is not obliged to explain the costs incurred when booking tickets, excursions, a local guide, headphones, the time spent by an agency employee reserving the listed facilities online or contacting the local agent for booking facilities or excursions. Furthermore, when making a reservation, the email address we enter in the system is entered only by the holder of the travel contract/account, and we are not able to enter all email addresses for all passengers, because the system does not support this. One email address per application. Best travel/Kofer to go will only receive and confirm in writing all announcements for trips or any other special features for the trip by the passengers.
IMPORTANT NOTE: Each traveler/holder of the Agreement submits a complaint separately, and Best travel/Kofer to go will not consider group complaints.
The organizer does not accept complaints about LAST MINUTE arrangements – offers at the last minute, as well as about shortening the stay at destinations due to unfavorable flight times of charter aircraft (for charter flights, the first and last day of the trip are intended exclusively for arrival at and departure from the destination, not for vacation). .
For the passenger’s free time during the program, the passenger is free to use that time for his own programs, and the tour leader is not obliged to spend time with the passengers. During an individual visit to the museum, the group leader does not lead the group within it. Museum tickets do not include the accompanying tour guide, unless otherwise indicated and paid for. During the program, it is possible to change the order of site visits and optional services so that the services are performed in the best possible way and in full, depending on the interest of the passengers. If travelers want to separate from the group in order to use the time for their own programs, they are free to do so with prior notice to the tour leader. If the passengers are late for the group agreement with the group and the tour leader, and so that the rest would not be deprived of completing the program, the group is not obliged to wait for them.
In the case of tourist arrangements and other tourist services, where good or suitable weather is an essential condition for the realization of the program (boat trips, etc.), withdrawal/deviation from the contract due to poor or unsuitable weather is a valid reason for withdrawal from the contract due to extraordinary circumstances. In this case, the passenger has the right to a refund of part of the paid amount of the unused part of the service or to transfer part of the unused paid amount to another departure date. The Agency cannot take responsibility for program changes due to the occurrence of any force majeure during the implementation of the program. In these examples, passengers can be guaranteed services in a modified form, depending on existing possibilities.
Obligations Best travel/Kofer to go
Best travel/Kofer to go is obliged to take care of the execution of services, as well as the choice of service providers, with the attention of a good businessman and take care of the rights and interests of the Traveler in accordance with good customs in tourism. Best travel/Kofer to go is obliged to provide the Traveler with all contracted services for a particular arrangement/trip and to provide answers for possible non-performance of services or part of services. Best travel/Kofer to go will perform all the stated obligations from its programs/arrangements in full and in the manner described, except in case of force majeure or changed circumstances. With all our attention, at the destination/trip it is possible for the so-called overbooking in the hotel / transport / restaurant and Best travel/Kofer to go will try to offer an alternative solution, depending on the possibilities. Best travel/Kofer to go will help the Traveler in difficulties, especially in terms of providing adequate information about health services, local authorities and consular assistance, and additionally when establishing long-distance communication and finding alternative travel arrangements. If the Passenger caused the difficulty intentionally or through negligence, Best travel/Kofer to go can charge a reasonable fee for assistance, which will not be higher than the actual costs. Best travel/Kofer to go is obliged to bear the costs of necessary accommodation for a maximum of 3 nights per Passenger when, due to extraordinary circumstances that could not be avoided, it is not possible to ensure the Passenger’s return in accordance with the package travel contract. The passenger has the right to a price reduction / compensation if the travel services are not performed properly.
Obligations of the Passenger
The traveler is obliged to comply with the rules of behavior in accommodation facilities, i.e. by means of transport and not to impede the smooth development of the travel program with his actions, as well as not to endanger the rights of other travelers in using Best travel/Kofer to go services. In the event that the Traveler’s behavior causes damage to the service provider in the accommodation facility or the means of transport, i.e. prevents the regular and smooth development of the travel program, he is obliged to remedy such damage immediately, i.e. to compensate the injured party, in which case he is obliged to cooperate with the provider of these services and Best travel/Kofer to go . If the Traveler endangers the regular and smooth development of the travel program, (does not listen to the instructions of the tour leader, uses vulgar words, is late for departure…), Best travel/Kofer to go, in addition to the right to compensation, has the right to terminate the trip, in which case it will be considered that the trip was interrupted at the request of the Passenger, whereby Best travel/Kofer to go is not obliged to bear the costs of returning to the place of departure. If, in the case described in the previous paragraph of this point, the Passenger is a minor or a child, the parent is obliged to accept the child’s return home or pick up the child at his own expense. The traveler is obliged, without undue delay and taking into account the circumstances, to inform Best travel/Kofer to go about any inconsistency that he finds during the fulfillment of the travel service included in the package travel contract. If any of the travel services are not performed in accordance with the package travel contract, Best travel/Kofer to go is obliged to correct the non-conformity at the request of the Traveler, unless this is not possible or if the removal of the non-conformity would cause disproportionate costs, taking into account the non-compliance and the value of the travel services affected by the non-compliance.
18a. Health regulations
The traveler is obliged to inform Best travel/Kofer to go about all facts regarding his health, habits, etc., which could endanger the progress of the trip (if he is looking for a certain type of food for health and other reasons, suffers from a chronic disease, allergies, etc. .). In some programs, special rules for travel are specified, which include mandatory vaccinations and the acquisition of appropriate documents. The passenger is obliged to complete the mandatory vaccinations as well as possess certificates and documents to that effect. We recommend paying for a health insurance policy.
Terms of reservation and purchase of tickets in passenger air transport
Best travel/Kofer to go does not own its own planes and does not carry out air transport of passengers and goods, but acts exclusively as a sales agent of airlines in the sale of airline tickets.
Flight reservation
When making a flight reservation, the Passenger is obliged to provide the exact name, surname and gender of each Passenger as they appear on the identification travel document that the Passenger will use for that trip. Despite great care, when making a reservation, due to an error in the exchange of information, errors in name, surname, gender, dates, times, flights, departure and destination are possible. The passenger is obliged to check the received confirmation of the reservation and inform Best travel/Kofer to go without delay about any errors in the name, surname, gender, dates, times, flights, departure and destination, so that corrections can be made as soon as possible. If the Traveler does not notify Best travel/Kofer to go after receiving the reservation/offer, and before confirming the purchase, of an error in the name, surname, gender, dates, times, flights, departure point and destination, it will be considered that all the stated information is correct. Unless otherwise indicated in the reservation/offer, the reservation is valid for 24 hours from the moment of reservation, after which, if the Traveler does not confirm, i.e. purchase a ticket, it is automatically cancelled. The airline may at any time change and/or cancel the currently valid tariffs without prior notice, which may lead to a change in the price from the moment of making the reservation/offer to the moment of confirmation/purchase of the ticket. The applicable tariff at the time of ticket issuance is applied.
Air ticket / e-ticket
After confirmation of the reservation by the Passenger, Best travel/Kofer to go, as a sales agent of airlines, on behalf of the carrier, issues to the Passenger an electronic ticket purchase confirmation (electronic ticket, e-ticket, eticket, etix) containing the name, surname, gender and the following list of all flights on which a transportation reservation was 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 the purchase/confirmation of the purchase, i.e. the issuance of the e-ticket, it is not possible to subsequently change any element of the ticket. Once issued, the airline ticket constitutes a contract of carriage between the airline and the Passenger. The ticket, as a transport contract, is in the name and surname of the Passenger and is not transferable to another person.
Boarding pass
Before boarding the aircraft, the Passenger must check-in for the flight independently in one of the ways offered by the airline that issued the ticket (eg at the airport check-in counter, on the carrier’s website, at a self-service machine, etc.). The airline may charge a fee for certain flight check-in methods. After applying for the flight, the carrier issues a boarding pass to the Passenger in paper and/or electronic form for each flight separately, which is used for boarding the plane and as a baggage check if baggage is handed over for transportation. In the case of paper boarding passes, the airline may refuse boarding to a Passenger who cannot present the original paper boarding pass, if it has been issued, at the entrance to the aircraft. The air carrier is not obliged to fulfill the contractual obligation of transportation if the name and surname of the Passenger are different on the electronic ticket/boarding pass and on the personal travel document presented by the Passenger when applying for transportation and/or when boarding the plane.
Traveling on low-cost airlines (e.g. Easy Jet, Vueling, Volotea, Ryan Air, Norwegian Air, …)
For travel on some low-cost airlines, the passenger is obliged to provide accurate information necessary for issuing a boarding pass up to 15 days before the start of the trip: exact name and surname, date of birth, passport number, date until which the passport is valid and nationality. For a passenger’s cancellation of a trip on a low-cost airline, the passenger bears the cost of the airline ticket in full or the cost of changing the name, according to the conditions of the low-cost airlines. The cost of the hotel and the rest of the arrangement is calculated according to the General conditions for cancellation of passengers for European trips.
The conditions of air transportation of Passengers and baggage are defined by the airline and the Passenger is obliged to comply with them.
Special conditions for reserving and paying for an airline ticket and fees for issuing an airline ticket
Special payment terms and conditions apply to the payment of airline tickets. Unless otherwise specified in the reservation/offer, the reservation is valid for 24 hours from the moment of reservation. If the Passenger buys the ticket with a credit card, he is obliged to submit the information about the valid credit card (by phone or in person at the agency) before the expiration of the period until which the reservation is valid, and ensure that it can and can be charged for the total amount of the ticket and TSC, as well as that, if the Traveler is not personally the user of the credit card listed on the card, he has permission from the card user for the same. If the Passenger purchases a ticket by paying into the Best travel/Kofer to go transaction account opened at Privredna banka d.d., he is obliged to take into account the NKS time schedule for executing transactions of the financial institution from which he issues the payment order, in order to be sure that Best travel/Kofer to go can record the paid funds on its transaction account in PBZ before the expiration of the period until which the reservation is valid. If Best travel/Kofer to go does not record the paid funds on its transaction account in PBZ by the specified deadline, Best travel/Kofer to go is not responsible for the cancellation of the reservation by the airline. Neither the carrier nor Best travel/Kofer to go can guarantee that it will be possible to re-book a seat on the same flights at the same price, and in that case the Passenger can decide to make a new reservation at the then available prices, and make an additional payment up to the new available ticket price within the new deadline set by the carrier or upon cancellation of the purchase and refund of previously paid funds after they are recorded on the Best travel/Kofer to go account, without purchasing a ticket.
The airline reserves the right to cancel the reservation and/or already purchased tickets without prior notice, for which Best travel/Kofer to go assumes no responsibility.
A refund of the ticket agency fee (TSC) is not possible.
Cancellation and changes:
1. Cancellation and/or changes made by airlines without the consent of the Passenger
Air carriers, due to certain circumstances, reserve the right to change flight schedules, which includes changing take-off and landing times, as well as canceling flights without prior notice. The electronic ticket is a contract between the airlines and the Passenger, whereby Best travel/Kofer to go acts only as a sales agent of the airlines and is not responsible for changes/cancellations made to the reservation/e-ticket by the airlines themselves.
Cancellation and/or changes requested by the Passenger
Cancellations and changes (eg flights, departures and/or destinations) are subject to the terms of the tariff of the purchased air ticket. If Best travel/Kofer to go has not indicated otherwise in the offer/reservation, in case of cancellation by the Passenger, the air ticket does not allow a refund of the fare, does not allow a refund of unused airline and/or airport fees, does not allow changes of flights, including changes of the airport of departure and/or destinations. All options for changing a ticket once issued are subject to the conditions of the tariff according to which the ticket was issued, including the possibility of refunds after purchase (tariffs and/or fees), the possibility of changing flights, departures and/or destinations, as well as the amount of the change/cancellation fee if it is the same tariff allowed. In the case of tariffs that allow changing flights with the payment of an additional fee, in addition to the fee, it is necessary to pay the difference between the already paid tariff and the one available on the new flights at the time of the change, if there are no more seats on the originally purchased tariff.
If the trip is cancelled, and according to the conditions of the airline ticket tariff, the Passenger has the right to a refund, the funds will be returned to the Passenger upon the approval of the airline (usually within 2 months from the date of cancellation) in the same way as the ticket was purchased. Cancellation of the trip must be submitted in writing via e-mail to the address: besttravel@besttravel.hr or by mail to the address: Best travel/Kofer to go d.o.o., Stojdraška 1, 10000 Zagreb. Best travel/Kofer to go If the ticket is not canceled within the deadline defined by the airline, and the Passenger does not show up for the flight, he will be considered a No-show passenger.
No show
In the event that the Passenger did not check-in for the flight on time and/or did not appear at the gate to board the aircraft, he/she is considered a No-show passenger. The airline will automatically cancel all further flights in the airline ticket that cannot be used. Depending on the fare, the passenger does not generally have the right to a refund or the right to change the ticket for another flight.
Sequence of flight coupons and their use
A separate e-coupon in the electronic ticket is issued to the passenger during ticket issuance for each booked flight. The ticket purchased by the Passenger is valid for transportation from the point of departure, via the specified intermediate landing points or transfer points, to the landing point specified on the purchase confirmation/e-ticket. The price of the purchased ticket is calculated according to the airline tariffs based on the entire trip indicated on the ticket. Changing the travel route leads to a change in the tariff, and thus the price of the ticket. When confirming/purchasing the ticket, the passenger also accepts the obligation to use the flights in sequence as specified in the e-ticket (eg it is not possible to not use the outgoing flight, and then still use the return flight). When attempting to use flights outside the order specified in the ticket, all further flights will be cancelled, and the Passenger loses the possibility of using them, as well as the right to return the unused part of the ticket. In such a case, the Carrier may request a recalculation of the tariff according to the actual order of flight use, which may result in a higher tariff reimbursed by the Passenger.
Complaints in case of denied boarding, delay and/or flight cancellation by airlines
If the Passenger has a complaint due to denied boarding, flight delay and/or cancellation or some other irregularity related to transportation (e.g. luggage), the Passenger is obliged to send the claim for compensation directly to the airline that caused the irregularity. Best travel/Kofer to go acts as a sales agent and is not authorized to handle complaints on behalf of the airline. The airline does not consider all requests received from the agent related to passenger complaints to be valid.
Travel conditions for linked travel arrangements
The general terms and conditions of travel for package arrangements do not apply to travel in a related travel arrangement, except for the part of passenger protection in case of insolvency of the agency. A connected travel arrangement implies at least two different types of travel services purchased for the purposes of the same trip or vacation that do not represent a package arrangement (eg individual hotel reservation, air ticket, transfer and similar additional services). When traveling in connected travel arrangements, Best travel/Kofer to go acts in the name and on behalf of the service provider, i.e. as an authorized sales agent of various service providers (airlines, hotels, transfers, agencies for booking travel services, etc.) and each of The service provider is solely responsible for the proper performance of its services in accordance with the contract. In the final travel documents, the Traveler will be informed about the contact of the service provider.
Trips organized by other organizers/tour operators:
For each individual program, the conditions of the responsible organizer listed for that trip apply. All programs in which Best travel/Kofer to go d.o.o. acts as an intermediary, Best travel/Kofer to go d.o.o. is not responsible for the implementation of travel or tourist arrangements for which the organizer is not responsible, but only mediates the sale. All travel arrangements that Best travel/Kofer to go represents as an intermediary are specially marked, which will be visible on the travel contract. In this case, the general terms and conditions of the mentioned travel organizer apply. By signing the contract, the contracting party/traveler fully accepts the program and conditions of the trip.
Gift vouchers
A gift voucher is a means of payment in paper form, it is numbered with a unique number when issued. The issuer issues it with the payment of funds made by the user, the amount of which is determined by the user. The gift voucher can be used for a trip of your choice from the offer of the agency Best travel/Kofer to go. The amount on the gift voucher is valid until the date indicated on the gift voucher, after the deadline the amount on the gift voucher cannot be used. It is not possible to pay the amount already paid on the gift voucher. By paying the amount, the user accepts the General Terms and Conditions of Best travel/Kofer to go with gift voucher and is considered to be familiar with them.
Insurance in case of insolvency or bankruptcy of the tour operator
In accordance with the Law on the provision of services in tourism, in case of insolvency or bankruptcy of Best travel/Kofer to go, passengers caught on the trip, as well as persons who have paid advance payments for the trip, should contact the insurer with whom Best travel/Kofer to go has contracted Guarantee insurance policy for tourist package arrangements. Policy number/contract: no. OV0682930664, ADRIATIC osiguranje d.d., Listopadska 2, Zagreb, tel. 01/303-666
Liability Insurance
Pursuant to the Law on the provision of services in tourism, Best travel/Kofer to go has concluded a liability insurance contract with the insurer for damage caused to the Traveler by non-fulfillment, partial fulfillment or irregular fulfillment of obligations related to travel: policy number/contract OV0682930663, paid at ADRIATIC osiguranje d.d., Listopadska 2, Zagreb, tel. 01/303-666
Protection of personal data
Best travel/Kofer to go undertakes to respect the privacy of all its passengers and collects only the necessary information about passengers necessary for the execution of the trip. All passenger data is strictly kept and is available only to employees who need this data to perform their work. All employees of Best travel/Kofer to go and business partners are responsible for respecting the principles of privacy protection.
These data can, with the passenger’s consent, be used for further mutual communication and for the delivery of the agency’s marketing messages, and the passenger can always independently opt out of marketing activities. Best travel/Kofer to go undertakes to store personal data in a database, in accordance with the Personal Data Protection Act, i.e. the General Data Protection Regulation (GDPR).
“Fortuna” / “Roulette” trips
A traveler who has concluded a contract on the organization of a trip with which the name of the facility where the traveler is staying is only found out upon arrival at the destination accepts all the risks of such a trip. Such trips contain uncertain facts that Best travel/Kofer to go cannot influence, and the Traveler accepted such a trip, primarily because of the cheaper price, and for this reason the Traveler has no right to complain to the organizer about the accommodation. Best travel/Kofer to go exclusively guarantees the category of the object (according to the official categorization of the destination country) and the type of service chosen.
Final provisions
These travel conditions and instructions are valid from January 29, 2021 and exclude all previous travel conditions and instructions. They comply with EU Directive 2015/2302 of the European Parliament and the Council of November 25, 2015 on package travel and related arrangements (available at the link: http://eur-lex.europa.eu/legal-content/HR/TXT/ PDF/?uri=CELEX:32015L2302&from=HR) as well as the Act on the provision of services in tourism (Official Gazette 130/2017), which has been in force since July 1, 2018 (available at the link: https://narodne-novine.nn. hr/clanci/sluzbeni/2017_12_130_2982.html).
The traveler undertakes to try to resolve possible disputed cases amicably in accordance with the conditions. If this is not possible, in the event of a dispute, the court in Zagreb is competent, and Croatian law applies.
According to the Act on the provision of services in tourism, a traveler can submit a proposal for the resolution of a dispute before a body from the list of notified bodies for the alternative resolution of consumer disputes in accordance with the law governing the alternative resolution of consumer disputes.
Alternative resolution of disputes related to the contract, about authorized bodies for alternative resolution of disputes involving the merchant and about the platform for online resolution of these disputes, in accordance with the provisions of the special law on alternative resolution of consumer disputes.
Data on currently notified bodies for alternative resolution of consumer disputes are available on the website of the Ministry of Economy, Entrepreneurship and Crafts: http://potrosac.mingo.hr/hr/potrosac/clanak.php?id=12645
The platform for online resolution of consumer disputes is available at the link: https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase
Competent body whose official supervision is subject to the activity of a travel agency in performing and providing services in tourism:
State Inspectorate Tourist Inspection Šubićeva 29, 10000 Zagreb
E-mail address: turisticka.inspekcija@dirh.hr
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