RESOLUTION OF COMPLAINTS
The traveler has the right to submit a complaint due to the unfulfilled agreed upon service. The traveler is obligated to issue a written complaint to agency within 8 days after the finalization of the trip. Complaints issued after the deadline of 8 days will not be taken into consideration. We emphasize that it is in the best interest of the traveler to perform in good will and to show good will in solving the complaint during the trip and to submit his written complaint to the service provider on the spot (front desk, transport operator, caterer or travel agency in the destination) and to seek a written confirmation from the service provider that they received the complaint.
Every traveler – contract carrier, issues a complaint individually. Agency will not take group complaints into consideration. Agency is obligated to issue a written solution for the complaint within 15 days after receiving the complaint and this is to be done in the way the complaint was received (e-mail, mail or personal deliver where it will be responded to through a written package with a return receipt). Agency will solve only those complaints where the traveler submits evidence that he has submitted a complaint to the service provider on the spot and that the cause could not be removed on the spot. If through the fault of agency the program or a part of the service was unfulfilled, the traveler has the right to compensation to the height of the real value of the unused service and this cannot include already used services as well as the entire amount of the arrangement. In case of last minute contracts or contracts where the guest finds outthe accomodation title upon arrival at the destinaton (promotions like fortune, roulette, no name, ace, jocker...) the guest will accept all inherent risks. Such journeys involve unpredictable conditions (Force Majeure) which agency cannot control in any way. What is more, the traveller has opted for this kind of arrangement due to special price, therefore any responsibility for claims arising from this arrangement will be waived by agency.
Until agency delivers a decision, the traveler shall abandon mediation of any other person, court establishments or providing information to the media.