Passengers are entitled to a delay compensation:

• from 60 to 119 minutes, the compensation is paid in the amount of 25% of the ticket price
• for delays longer than 120 minutes, the compensation is paid in the amount of 50% of the ticket price
• in the event of frequent delays, if they have been using the service continuously for 6 months using a subscription ticket, they are entitled to a refund of a part of the amount of the subscription ticket.

If it is less than €4, the fee will not be paid.

To exercise the right, it is necessary to fill out a request (you can also pick it up at the ticket office), attach a certified original paper ticket or a validated e-ticket.

Documentation can be mailed to: HŽ Putnički prijevoz, Sales and Marketing, Strojarska cesta 11, 10 135 Zagreb or handed over at the ticket office (with the receipt of the handover confirmation), or in the event that you request a fee for an e-ticket via email to reklamacije@hzpp.hr.  

More information can be found in the User Manual.

The delay compensation shall be paid within 30 days of the request.

Instead of a delay compensation, a passenger can choose a travel voucher equal in value to the compensation.