Instructions on how to submit a complaint

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. Idea Travel 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 submit a written complaint within 8 days after the end of the trip via e-mail to the address: info@ideaputovanja.hr or by post to the address: Idea potovanja doo, Žumberačka 4, 10 430 Samobor, or by personally coming to the office and handing in the written complaint to an employee of the Idea travel agency. If the Traveler submits a written complaint after that deadline, Idea Travel is not obliged to take such complaint into account. Idea Travel 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 complaint, 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, during 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 include already used services or the entire amount of the arrangement.

Platform for ORS

In accordance with the regulation of the European Union, customers can submit their objection to online shopping , i.e. resolution of a consumer dispute for products and services purchased online.
Regulation of the European Union no. 524/2013. on the online resolution of consumer disputes (Online Dispute Resolution platform) has been in effect since January 9, 2016.
In accordance with Article 14. paragraph 1. of that Regulation stipulates the obligation of traders based in the European Union who participate in online sales contracts to provide an electronic link to the Platform for ORS in an easily accessible place on their websites. The platform for online resolution of consumer disputes (the Platform for ORS) started operating on 15 February 2016 years.