Prava putnika u pomorskom prijevozu i unutarnjoj plovidbi

Uredbom br. 1177/2010 Europskog parlamenta i Vijeća od 24. studenog 2010. godine o pravima putnika kada putuju morem ili unutarnjim plovnim putovima i izmjena Uredbe 2006/2004 (nadalje: Uredba) se propisuju pravila o pravima putnika u pomorskom prometu i unutarnjoj plovidbi. Pravila se odnose na nediskriminirajuće ugovorne uvjete prijevoznika za putnike, zabranu diskriminacije i omogućavanje asistencije putnicima - osobama s invaliditetom i osobama smanjene pokretljivosti, prava putnika u slučajevima otakzivanja ili kašnjenja putovanja, obvezu minimuma pružanja informacija putnicima, žalbenu proceduru i opće uvjete provedbe.


Uredba se primjenjuje na putnike:

*putnički prijevoz znači usluga komercijalnog putničkog prijevoza morem ili unutarnjim plovnim putovima koja se pruža prema objavljenom plovidbenom redu


Uredba se ne primjenjuje na putnike koji putuju:



Prava osoba s invaliditetom i osoba s ograničenom pokretljivosti

Prijevoznici, putnički agenti i turoperatori ne smiju odbiti prihvaćanje rezervacije, izdavanje karte ili ukrcaj putnika na temelju njegove invalidnosti ili ograničenosti u kretanju. Odbijanje rezervacije i izdavanja karte osobi s invaliditetom i ograničenom pokretljivosti je moguće samo u slučajevima kada je to opravdano zahtjevima sigurnosti, i kada konstrukcija broda, lučka infrastruktura i oprema onemogućavaju siguran ukrcaj, iskrcaj i prijevoz putnika s invaliditetom i ograničenjima u kretanju. U takvim slučajevima prijevoznik, putnički agent i turoperator moraju uložiti sve razumne napore da se takvom putniku omogući alternativni prijevoz. U slučaju da prijevoznik, putnički agent ili turoperator zatraži da osobu s invaliditetom ili osobu smanjene pokretljivosti prati pratitelj pri putovanju, prijevoz pratitelja je besplatan. Prijevoznik i operator terminala, svaki u okviru svoje nadležnosti, osiguravaju asistenciju osobama s invaliditetom ili ograničenom pokretljivosti u slučajevima kada i kako je to predviđeno Uredbom.



Prava u slučaju prekida putovanja

U slučaju otkazivanja ili kašnjenja polaska, prijevoznik je dužan obavijestiti o toj situaciji putnike čim prije i ne kasnije od 30 minuta od planiranog polaska prema plovidbenom redu. Također ih je dužan obavijestiti o novom planiranom terminu polaska i dolaska.
U slučaju otkazivanja putovanja ili kašnjenja polaska više od 90 minuta, prijevoznik je dužan putnicima osigurati besplatni obrok (užina/snack) odnosno osvježavajuće piće (refreshement).
U slučaju kada je neizbježno noćenje putnika, prijevoznik je dužan ponuditi besplatan smještaj ako je to moguće. Ukupni trošak je moguće ograničiti na 80 eura po osobi za jednu noć, a za najviše tri noći.

U slučaju otkazivanja putovanja ili kašnjenja polaska više od 90 minuta, prijevoznik je dužan odmah ponuditi putniku opciju putovanja drugom linijom (rerouting) do krajnje destinacije u što skorijem terminu i bez dodatnog troška ili povrat novca, te kada je to prikladno i povratak u polaznu luku bez dodatnog troška (besplatno povratno putovanje).
Putnik također ima pravo zatražiti i naknadu uz osigurani alternativni prijevoz u slučaju otkazivanja ili kašnjenja dolaska u luku.
Minimalni iznos naknade iznosi 25% od iznosa karte i to u slučajevima kašnjenja:

Ako vrijeme kašnjenja iznosi dvostruko više od gore navedenih vremena, naknada se povisuje na iznos od 50% od karte
. Naknada će biti plaćena u vaučerima ili novcu na zahtjev putnika u roku od 1 mjeseca od primitka zahtjeva. Naknada ne smije biti umanjena za iznos pristojbi i naknada.
Prijevoznici mogu uvesti pravilo minimalnog iznosa ispod kojeg se naknada neće isplaćivati. Taj minimalni iznos nije veći od 6 eura.
Prijevoznici su oslobođeni plaćanja naknade ili osiguravanja noćenja putnicima u slučajevima kada je kašnjenje ili otkazivanje putovanja uzrokovano vremenskim neprilikama koje ugrožavaju sigurnu plovidbu.



Pravna zaštita

U slučaju kada putnik na kojega se odnosi ova Uredba želi uputiti pritužbu prijevozniku ili operatoru terminala, pritužbu podnosi u roku od 2 mjeseca od datuma izvršenja usluge ili od datuma na koji je usluga trebala biti izvršena. U roku od mjesec dana od primitka pritužbe prijevoznik ili operator terminala dužni su obavijestiti putnika da je njegova pritužba prihvaćena, odbijena ili da se još uvijek razmatra. Konačni odgovor daje se putniku u roku od najviše 2 mjeseca od primitka pritužbe. Ukoliko putnik ne dobije odgovor od prijevoznika ili operatora lučkog terminala u propisanom roku od 2 mjeseca ili ukoliko nije zadovoljan primljenim odgovorom, može poslati Obrazac prigovora (valjana je i kopija obrasca čiji je original putnik poslao prijevozniku ili operatoru terminala) nacionalnom tijelu nadležnom za provedbu zaštite prava putnika u državi članici u kojoj se nalazi luka ukrcaja.

OBRAZAC PRIGOVORA (s uputama):

Ukoliko se radi o luci polaska koja je izvan EU, nadležno je nacionalno tijelo za provedbu zaštite prava putnika u državi članici u kojoj se nalazi luka iskrcaja.

Popis nacionalnih tijela (NEB) za nadležnih za provedbu zaštite prava putnika iz Uredbe (EU) 1177/2010 kada putuju morem i unutarnjim plovnim putevima

Nadležno tijelo za provedbu Uredbe (NEB) u Republici Hrvatskoj je Agencija za obalni linijski pomorski promet.



Kontakt podaci Agencije su:

Agencija za obalni linijski pomorski promet
Ulica grada Antofagaste 6, 21000 Split
Telefon: 021/329-370,
telefaks: 021/329-379,
e-mail: info@agencija-zolpp.hr


Provjerite svoja putnička prava na sljedećoj poveznici:

YOUR EUROPE -Prava putnika u brodskom prijevozu


Rights of passengers when travelling by sea and inland

Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation (EC) No 2006/2004 (hereinafter: Regulation) establishes rules for the rights of passengers when travelling by sea and inland waterway transport. It covers non-discrimination between passengers regarding transport conditions offered by carriers, non-discrimination and assistance for disabled persons and persons with reduced mobility, rights of passengers in case of cancellation or delay, minimum information to be provided to passengers, the handling of complaints and general rules on enforcement.


This regulation applies to passengers travelling on passenger services * either departing from or arriving in a port within the European Union (EU), and on cruises where the port of embarkation is in the EU.

It provides for a minimum set of rights for passengers travelling:

*Passenger service: a commercial passenger transport service by sea or inland waterways operated according to a published timetable

**Cruise passengers have no right to re-routing and reimbursement in case of cancelled or delayed departures and no right to compensation of the ticket price in case of delay in arrival


It does not apply to passengers travelling:



Rights of disabled persons and persons with reduced mobility

Carriers, travel agents and tour operators must not refuse to accept reservations, issue tickets or embark persons on the grounds of disability or of reduced mobility, and nor must tickets be offered at an additional cost. Reservations and tickets may, however, be refused to disabled persons or persons with reduced mobility in order to meet applicable safety requirements and where the design of the passenger ship or port infrastructure and equipment makes the safe embarkation, disembarkation or carriage of disabled persons impossible. In the case of such a refusal, carriers, travel agents and tour operators must make all reasonable efforts to find an alternative means of transport for the person concerned.



Rights in the event of interrupted travel

In the event of a cancellation or a delayed departure of a passenger service, passengers must be informed by the carrier of the situation as soon as possible and no later than 30 minutes after the scheduled time of departure. In this case, carriers must also inform passengers of the estimated departure time and estimated arrival time as soon as such information is available. Where the departure is cancelled or delayed for more than 90 minutes, passengers must be offered free of charge snacks, meals or refreshments in reasonable relation to the waiting time. Where an overnight stay is necessary, the carrier must offer, where possible, free of charge accommodation for the passengers. The carrier may limit the total cost of accommodation to EUR 80 per night per passenger, for a maximum of three nights. When a departure is cancelled or delayed for more than 90 minutes, passengers must immediately be offered the choice between re-routing to the final destination at the earliest opportunity and at no additional cost or reimbursement of the ticket price and, where appropriate, a return service free of charge to the first point of departure. Passengers may also request compensation, in addition to the transport, from the carrier in the event of a delay in arrival at the final destination. The minimum level of compensation is 25 % of the ticket price for a delay of at least:

If the delay exceeds double the time set out above, the compensation will increase to 50 % of the ticket price. The compensation will be paid, either in vouchers or in money at the request of the passenger, within 1 month of the request for compensation. This compensation must not be reduced by financial transaction costs such as fees, telephone costs or stamps. Carriers are not required to provide passengers with an overnight stay and compensation where the cancellation or delay is caused by weather conditions endangering the safe operation of the ship.



Protection of passenger rights

Carriers and terminal operators must establish or have in place an accessible complaint-handling mechanism for the rights and obligations provided for in this regulation. A passenger must submit a complaint within 2 months from the date on which the transport service was undertaken or when the service should have been undertaken. Within 1 month of receiving the complaint, the carrier or terminal operator must notify the passenger that the complaint has been substantiated, rejected or is still being considered. The final response must be provided within 2 months of the receipt of the complaint. In case the passenger is not satisfied with the carrier’s final response, he can seek the protection of his rights at Coastal Liner Services Agency (CLSA, Agencija za obalni linijski pomorski promet) which is the National enforcement body (NEB) in the Republic of Croatia with the mandate to enforce the regulation Regulation (EU) No 1177/2010.


COMPLAINT FORM (with instructions):

If the incident took place at a port of departure outside the EU, you may contact the national enforcement body in the Member State of dis-embarkation.

List of National Enforcement Bodies under Regulation [EU] 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway

In case the passenger is not satisfied with the carrier’s final response, he can seek protection of his rights at Coastal Liner Services Agency (CLSA, Agencija za obalni linijski pomorski promet) which is the National enforcement body (NEB) in the Republic of Croatia with the mandate of enforcing Regulation (EU) No 1177/2010.

The submitted complaint and documentation (or translation of the documentation) should be in English. The procedure conducted by the Agency is free of charge.


How to contact CLSA:

Agencija za obalni linijski pomorski promet, Ulica grada Antofagaste 6, 21000 Split
Telefon: 021/329-370,
fax: 021/329-379,
e-mail: info@agencija-zolpp.hr


Check your passenger rights online:

YOUR EUROPE - Ship passenger rights


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