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Frequently asked questions

Find the answers to the questions

You can pay at points of sale with MasterCard, Visa, Diners and Maestro.

You can pay for your ticket on the train in cash contactlessly with Visa, MasterCard, and Maestro cards, or via Apple Pay and Google Pay digital wallets.

If you board the train without a ticket and do not report to the conductor, or if you have no money to pay for the ticket, or refuse to pay, a surcharge of 66.36 EUR will be charged (ticket price not included). If you pay the surcharge within three (3) days from issuance, the amount is reduced to 33.18 EUR.

You can't exchange an unused ticket, but you can request a refund. Refunds for tickets purchased at a ticket office, ticket machine, or on the train can be requested at a ticket office no later than the first day of the ticket's validity period, either at the departure station/stop or at the location where the ticket was purchased.
If the ticket was purchased online or you purchased an annual or connecting ticket that you did not use, you must submit a refund request to mail reklamacije@hzpp.hr or send it to: HŽ Putnički prijevoz, Prodaja i marketing, Strojarska cesta 11, Zagreb.
Requests for unused berth or couchette tickets can also be sent to mail reklamacije@hzpp.hr


More information can be found in the User Manual.

You can request a refund for completely unused tickets, for unused outbound or return trips on round-trip tickets, for partially unused tickets if the passenger discontinues their journey, for travel on a lower category train, for using 2nd class instead of 1st class, for a shorter travel route, and in certain cases for monthly tickets. More information about refunds can be found in the User Manual.    

Exchange and refund of international tickets purchased under a special offer are not possible.

If you lose your smart card, please report it to: 

No, you can simply show the ticket to the conductor/controller on your smartphone.

It is possible to buy an e-ticket for another user (different from the person buying the ticket). In this case, the buyer purchases the ticket as a user without registration, and enters the data of the actual e-ticket user (name and surname, address) in the app, to which the e-ticket will be sent by e-mail.  

Make sure you've entered the correct email and password. Check your Spam, Clutter, and Promotions folders.
If the e-ticket is not in any of these folders, please contact the HŽ Passenger Transport Contact Center via: call 060 333 444 (call cost from landline: 0.23 EUR/min, mobile: 0.39 EUR/min, HT d.d.) or call +385 1 4724 026 or contact us at mail informacije@hzpp.hr

 

Journey interruption with e-tickets is allowed according to the provisions of the User Manual.

Please report the issue via:

All secondary school students are entitled to free travel, regardless of age. 

The conductor/controller has the right to request the card or smart card that entitles you to the discount. 

If you travel by train to a particular event, you are usually entitled to a 40% discount on a return train ticket from any station in Croatia to the event location.

When purchasing the ticket, you must specify the purpose of travel, and the return ticket must be stamped by the event organizer. The discount cannot be used for distances shorter than 25 km.

If your luggage weighs more than 30 kg or cannot be placed above or below your seat, a fee of 3.58 EUR per item applies, regardless of the distance traveled.

It is currently not possible to transport a car/motorcycle by train.

HŽ Putnički prijevoz organizes special trains for various events. The timetable and stopping points are determined according to your needs and wishes, and the event can start at the departure station itself. 

More information on the organization of special trains can be obtained at the phone +385 1 4573 208 (working days until 3.00 pm) and mail posebni.vlakovi@hzpp.hr

You can obtain information about ticket prices for domestic transport through:

 

Information about ticket prices for international transport is available at ticket offices.   

You can purchase general annual, 30-day or 15-day subscription tickets, connecting tickets, joint subscription tickets ZET-HŽPP, joint subscription tickets Promet Split-HŽPP, and joint subscription tickets GPP Osijek-HŽPP. 

HŽPP subscription and connecting tickets are available at HŽPP ticket offices.

 

Joint subscription tickets can be purchased at:

  • ZET-HŽPP at ZET ticket offices
  • Promet Split-HŽPP at Promet Split ticket offices
  • GPP Osijek-HŽPP at the Osijek railway station.

 

For more information, visit the Tickets link.

You can use the joint ZET-HŽPP ticket together with the monthly connecting train ticket. ZET-HŽPP tickets are available at ZET ticket offices, and monthly connecting tickets can be purchased at HŽPP ticket offices. Connecting tickets are available for 6 zones.

A one-way ticket for bicycle transport costs 1.99 euros and can be purchased at ticket offices, on the train, and online via the HŽPP website and HŽPP app. 

You can find the terms of transport and trains that allow bicycle carriage at the Bicycle Transport link.  

Single tickets can be purchased online via the HŽPP website and in the HŽPP app, which you can download from the Google Play Store. Additionally, you can buy tickets on the train, at HŽPP ticket offices, at Tisak kiosks, and via the Traveling.com online platform. 

Regular ticket prices vary depending on the sales channel. Tickets purchased online are 10% cheaper than those bought at ticket offices, Tisak sales points, or the Traveling.com platform. Tickets bought on the train are 10% more expensive than tickets bought at ticket offices, Tisak sales points, or Traveling.com.

 

You can claim compensation for delays for:

  • delay of 60 to 119 minutes - compensation is paid in the amount of 25% of the ticket price
  • delay longer than 120 minutes - compensation is paid in the amount of 50% of the ticket price.

More information about compensation for delays can be found at the Passenger Rights link.

International tickets can be purchased at ticket offices.

By purchasing an e-ticket via the HŽPP website or the HŽPP app, you receive a 10% discount compared to tickets bought at ticket offices or ticket machines.

You can purchase up to 6 tickets at once on the HŽPP website or in the HŽPP app. 

E-tickets purchased via the HŽPP website or app are only valid for domestic travel. Tickets for international transportation can be purchased at the ticket office. 

We offer a variety of discounts depending on your age, status, the number of people traveling with you, and the day of travel. We also offer special deals and discounts for certain events, which are usually time-limited. For the latest discounts, please check the HŽPP website regularly. 

Children and primary and secondary school students are entitled to unlimited free daily train travel between their place of residence and school, as well as occasional trips. Students travel free with an HŽ Putnički prijevoz smart card, while children must present an identification document. More information can be found at the Free Travel for Children and Students link. 

Additionally, based on EYCA and HI.EURO cards, secondary school students, full-time university students, young Croatian citizens, and young people from abroad are entitled to a 25% discount on an unlimited number of one-way and return trips in 1st or 2nd class on routes longer than 25 km.

More information can be found at the link: Youth discount. 

Persons with disabilities are entitled to four return trips per year with a 75% discount, and their companion travels free of charge.

More information can be found at Accessibility.

If you travel by train to a particular event, you are usually entitled to a 40% discount on a return train ticket from any station in Croatia to the event location.

When purchasing the ticket, you must specify the purpose of travel, and the return ticket must be stamped by the event organizer. The discount cannot be used for distances shorter than 25 km.

A group of at least 5 adults can get a 30% to 50% discount on return trips, with prior notice of the trip. The discount does not apply to distances shorter than 25 km.

You can find more information at the link to Group Travel. 

Also, groups of young people up to 20 years of age get a 30% discount on trips between Croatia, Slovenia, and Austria. More information can be found at the Youth travel in international transport link.

Timetable information can be obtained at:

Information about track works is available at:

 

If you want to reserve a seat after purchasing your ticket, you must present your ticket at the ticket office or on the train. 

More information about seat reservations can be found at the link: Reservations. 

At Zagreb Main Station, Rijeka, and Split, you can store your luggage in lockers. More information can be found at the Luggage storage link. 

If you need assistance when boarding, exiting, or traveling by train, HŽ Putnički prijevoz and HŽ Infrastruktura offer free assistance to persons with disabilities and reduced mobility. 

Please let us know at least 24 hours before your trip. You can inform us by announcing your trip at the ticket office, by telephone or by e-mail:

 

If you do not notify us in time, all reasonable efforts will still be made to assist you at stations and during travel.

 

The conditions for bicycle transport and the list of trains where bicycles can be transported within Croatia are available at the link:

 Bicycle transport, and for international travel at the link: Bicycle transport. 

With a valid pet passport, you can transport pets, service dogs, and therapy/assistance dogs.

More information about transporting pets in domestic traffic can be found at the link: Transporting pets.

In many countries, it is possible to bring your pet on the train.

You might need to register your pet or buy a ticket for it before traveling. More information can be found at the link: Pets.

Please also check the website of the railway operator you plan to travel with for detailed pet transport rules. 

Information for organized group trips can be obtained from the Sales and Marketing Department and the regional units in Zagreb, Rijeka, Split, Vinkovci, and Varaždin.

Contact details can be found at the link: Contacts.

You can check the current location of the train and its arrival time at stations via the HŽPP website or the HŽPP app. 

You can download the HŽPP app in Google Play Store.

You can request a confirmation of train delay from the train crew, at the ticket offices at stations and stops or by mail reklamacije@hzpp.hr.

Information on lost items can be obtained at:

More information can be found at the Lost and Found link.