NOTICE ON THE MANNER OF COMPLAINTING
Pursuant to Article 6 of the Tourism Services Act and Article 10, paragraph 3 of the Consumer Protection Act, we inform service users that they can submit a written complaint within 8 days from the date of use of the services.
The complaint can be submitted in the following ways:
- by mail to the address: Taika Travel d.o.o., Heinzelova 80, 10 000 Zagreb, Croatia
- via email to info@taikatravel.com
Taika Travel (hereinafter referred to as the Agency) shall acknowledge receipt of the complaint in writing without delay. The answer to the objection will be given in writing no later than 14 days from the day of receipt of the objection. The Agency is obliged to keep and keep written records of the parties’ objections for at least one year from the day of receipt of the objections.
If the services from the program are incomplete and of poor quality, the traveler may request proportional compensation by submitting a written complaint. Every passenger – contract holder has the right to complain about the non-performed contracted service. Each customer complaint is submitted separately. The Agency will not receive group comments in the procedure.
Immediately, on the spot, the traveler advertises the inappropriate service to the tourist escort or representative of the Agency, and if not, to the service provider. The traveler is obliged to cooperate with the tour guide or a representative of the Agency and the service provider in good faith to eliminate the causes of the complaint. If the passenger does not accept the offered solution to the complaint on the spot, which corresponds to the paid service, the Agency will not accept the passenger’s subsequent complaint or respond to it.
In the event that the complaint can be resolved on the spot, and the passenger has not complained about irregularities on the spot, it is understood that the passenger agrees with the service and thus lost the right to file later complaints with a request to reduce the price of the service.
If the cause of the complaint is not remedied, the traveler with a tour guide or a representative of the Agency or a service provider draws up a written confirmation in two copies, which they both sign. The passenger retains one copy of this certificate.
No later than 8 days after returning from the trip, the passenger submits a written complaint at the point of sale where he paid for the arrangement and encloses a written confirmation signed by a representative and possible invoices for additional costs. The Agency will receive in the procedure only documented remarks received within the specified period of 8 days.
The agency is obliged to issue a written decision within 14 days of receiving the complaint at the point of sale. The Agency may postpone the deadline for resolving the complaint due to the collection of information and verification of the allegations of the complaint with the service provider for a maximum of another 14 days. The agency will deal only with those complaints for which the cause could not be remedied at the place of travel.
Until the Agency issues a decision, the traveler waives the mediation of any other person, arbitration of UHPA, court institution or giving information to the media.
The highest fee per complaint may reach the amount of the advertised part of the services, and may not include already used services or the entire amount of the arrangement. This excludes the buyer’s right to compensation. A passenger who is dissatisfied with the Agency’s response and has complied with all the above-mentioned instructions for the implementation of the complaint procedure and has all the necessary documentation, may appeal to the UHPA arbitration. According to the arbitration rules, the entire procedure should be completed within the next month.
