Methods of filing complaints or consumer complaints

In accordance with Article 6 of the Law for Providing Services in Tourism Industry (NN 130/17) and Article 10 of the Consumer Protection Act (NN 41/14, 110/15), we would like to inform our customers that customer complaint on the quality of our services or products may be submitted:

– Directly at the Agency

– Via mail to the following address: Borovci 17a, 10000 Zagreb, Croatia

– Via e-mail: [email protected]


The customer is obliged to cooperate with the Agency in good faith to remove the causes of the complaint and to provide all relevant documentation needed for resolving the complaint.

When filing the complaint in writing, please provide the following information:

– First name and last name of the customer 

– Customer’s address

– Customer’s telephone


We guarantee that all personal information provided in the complaint will be archived according to the General Data Protection Regulation and will not be used for any other purposes.

The response to your complaint will be provided in writing within 15 days of the receipt of the complaint.