General Terms & Conditions

By completing a booking on our website, the traveller agrees to these general terms and conditions of business. If you do not agree with any part of these terms, you are not obliged to use our website.

Our primary means of communication is e-mail, so for any questions or uncertainties please write to us at info@lila.travel.

Bookings

We advise you to always make your ticket booking yourself on our website. The ticket-issuing cost is lower when you book through our website than when you send us an enquiry by e-mail and we make the booking for you.

When booking, check that you have entered the traveller's first and last name correctly, without using the Croatian diacritical characters „Ć, Č, Đ, Š, Ž, ć, č, đ, š, ž” — use „C, D, S, Z, c, d, s, z” instead. Check that you have entered a correct e-mail address, because if it is incorrect we will not be able to send you the booking confirmation or the electronic ticket. Check the itinerary, the departure and arrival times, and all the details of your journey. You will be informed of the conditions that apply to your journey when purchasing the air ticket and/or booking the hotel.

You will receive the booking confirmation by e-mail. Once we have checked your booking we issue your electronic ticket and, if everything is in order, send the electronic ticket to your e-mail.

If, due to technical or similar problems, the ticket cannot be issued, you will be informed as soon as possible, your card will not be charged, and an alternative option will be offered where possible.

If you buy the ticket at our office and/or through any form of communication with our agent, you will be informed of the conditions of the specific (chosen) service at the time of booking and/or purchase.

Low-cost carriers

For flight bookings and ticket purchases with low-cost carriers, LILA PUTOVANJA d.o.o. finds you the cheapest options and charges a fee for this, for which it issues an invoice; LILA PUTOVANJA d.o.o. is unable to issue an invoice for the ticket amount itself, as it is charged directly by the carrier.

All booking data is forwarded by secure electronic means directly to the carrier, and LILA PUTOVANJA d.o.o. has no access to the details of your booking, credit card or other personal data.

For any subsequent problems and/or information you must contact the carrier, which has the exclusive right to change existing bookings. The carrier's general conditions and the conditions of your specific booking, of which you were informed at the time of purchase, apply to low-cost carrier bookings and tickets.

Booking accommodation and car rental online

When booking hotel accommodation on our website, LILA PUTOVANJA d.o.o. does not act as an intermediary but merely gives you insight into the prices of several suppliers of the said services.

The prices and service descriptions listed on our website are for information purposes only, and LILA PUTOVANJA d.o.o. reserves the right to error in their display.

LILA PUTOVANJA d.o.o. does not charge a fee for providing this information and assumes no responsibility for any errors or omissions in it.

You will determine the final prices and service conditions that apply at the time of purchase and performance of the service on the pages of the booking and/or accommodation provider.

Booking confirmation

By confirming the booking, you have agreed to the conditions and the price of the service.

Cancellation and changes to the travel date are subject to the conditions of the ticket/service that you agreed to during the booking process.

Your ticket is not purchased, nor the service (hotel accommodation / car rental) confirmed, until you receive confirmation of the completed booking and the electronic ticket or voucher (for hotels and car rental) for your journey.

Payment

On our website, payment can be made by American Express, Visa, Diners and MasterCard credit cards. Payment by debit card is not possible.

When charging your credit card, there is a possibility that the card will be declined. In that case we will notify you immediately by e-mail and ask you for an alternative method of payment. A card may be declined due to an insufficient daily limit, less money in the account than you planned, a wrong address, etc. If it is not possible to charge the said credit card and you do not notify us of an alternative method of payment within 24 hours, your booking will be cancelled.

Incorrect credit card details may result in cancellation of your booking, delayed ticket issuance, and an increase in the ticket price. Please provide correct details to avoid complications.

By completing the booking, you accept financial responsibility for all transactions carried out.

Verification

In an effort to avoid the possibility of credit card fraud, we reserve the right to verify the credit card with the corresponding bank, and we may ask you to send us, by fax or e-mail, a copy of the credit card together with an identity card.

Insurance

LILA PUTOVANJA d.o.o. recommends taking out travel insurance consisting of: voluntary health insurance for the duration of your stay abroad, accident insurance, baggage insurance and trip-cancellation insurance.

Traveller's obligations

The traveller is obliged to hold valid personal travel documents and to see to this themselves.

The costs of loss or theft of personal documents during the journey are borne by the traveller.

The traveller is obliged to ensure that they personally, their documents and their baggage meet the requirements laid down by visa, border, customs, health and other regulations, both of the Republic of Croatia and of the country being travelled to. LILA PUTOVANJA d.o.o. is not responsible for the decisions of customs, police and other state authorities that deny the traveller entry to a particular country.

Travel to some countries requires a visa and mandatory vaccinations against certain diseases. The traveller is obliged to inform themselves about the necessity of a visa or vaccination for the country to or through which they are travelling.

LILA PUTOVANJA d.o.o. recommends that, before going abroad, the traveller inform themselves about the necessity of a visa at the embassy of the country to which they are travelling, and about the need for vaccination on the websites of the World Health Organization and the Croatian Health Insurance Fund (www.hzzo.hr; www.who.int).

The traveller is obliged to refrain from conduct that could jeopardise the safety and operation of air transport and is obliged to observe the rules of conduct in accommodation facilities.

Protection of personal data

The traveller provides personal data voluntarily. The traveller's personal data is required in the process of carrying out the requested service. It will also be used for further mutual communication. The traveller accepts that LILA PUTOVANJA d.o.o. will use the personal data for the purpose of making the transport booking, purchasing the travel ticket, booking hotel accommodation, obtaining ancillary services, providing services, meeting immigration and entry regulations, and presenting this data to public authorities in connection with the traveller's journey. LILA PUTOVANJA d.o.o. undertakes not to take the traveller's personal data out of the country or give it to a third party, except for the purpose of carrying out the requested service. If the traveller takes out an insurance policy, the personal data will be forwarded to the insurance company.

Air tickets

Accuracy of data

Changing the name on the ticket is not possible. This applies to any change in the name (including a single letter, a change of surname due to marriage, subsequent notification of two surnames, and the like). The traveller, or someone making the booking on the traveller's behalf, is obliged to state accurately all data on the traveller's first and last name. The carrier will allow transport only to the traveller named on the ticket, and an appropriate identification document may be required of the traveller. When completing the booking, the traveller's first and last name must be entered identically to how it appears in the passport. If you swap the position of the first and last name, this cannot be changed afterwards and the ticket will not be valid. Air tickets are not transferable to other persons. The traveller will not be entitled to the flight if they do not provide positive identification and if the electronic ticket has not been validly issued in the traveller's name. Infants, children and travellers under 25 years of age often qualify for a discount when purchasing air tickets, which is why it is important to enter the correct date of birth in the booking, as it appears in the passport. The age groups in air transport are — infants (INF, up to 2 years), children (CHD, up to 12 years), youth (YTH, up to 25 years) and adults (ADT).

Check-in / use of the air ticket

For flights within Croatia, it is recommended to be at check-in 60 to 90 minutes before the flight. For international flights, you must be at check-in 90 minutes to 2 hours before the flight. If a traveller is late for check-in at the scheduled time, the traveller is deemed not to have shown up for the flight, and in such cases airlines cancel the ticket without the possibility of a refund.

Air ticket coupons must be used in the intended order. If, for example, you have a flight Zagreb — Vienna — Warsaw, you must check in in Zagreb and reach Warsaw via Vienna. It is not possible, for example, to board the aircraft only in Vienna and use the ticket for the trip to Warsaw. If you do not board in the initial city indicated on your ticket, the airline cancels the entire ticket without the possibility of a refund.

If you have booked a return air ticket through our website, you are obliged to use both the outbound and the return flight. If you do not board the outbound flight, the return flight is automatically cancelled, and there is no compensation from the airline or LILA PUTOVANJA d.o.o. The same applies if you do not board the return flight; in that case no refund is possible for the unused part of the ticket.

Validity of the air ticket

An international air ticket is valid for transport for a period of 45 days, one month, 3 months, 6 months or one year from the day travel began, depending on the fare rule under which you purchased the ticket. If, after travel has begun, the traveller is prevented from travelling due to illness within the validity period of the air ticket, the carrier may in some cases extend the validity period of such a ticket until the day on which the traveller, on the basis of a medical certificate, will be fit to travel.

Airport taxes and charges

The applicable charges are those in force on the day the ticket price is paid in full. If, when booking, you do not leave a credit card number but wish to buy the ticket within 24 hours, the airport charges are subject to change from the moment of booking until the ticket is purchased. The traveller is obliged to pay the amount of the charges in force on the day the ticket price is paid in full.

Cancellations and changes

Flight cancellation by the airline

LILA PUTOVANJA d.o.o. acts as an agent of the airlines in the capacity of an intermediary and is not responsible for actions taken by the airline.

Airlines, in certain circumstances, reserve the right to change the flight schedule without prior notice. Due to weather conditions, natural disasters, global, war or health problems, airline bankruptcy or capacity problems, an airline may cancel or change the flight time.

In any of the above cases, LILA PUTOVANJA d.o.o. assumes no responsibility; it lies exclusively with the carrier, including for the refund of paid funds.

In the event of airline bankruptcy and/or complete flight cancellation, a refund of paid funds is possible at the point when the airline refunds those funds to the agency.

If a flight is cancelled, we will notify you immediately by e-mail. In such cases carriers offer an alternative — a flight to the final destination on another aircraft at another time. We will inform you of the alternative offered by the carrier and, if it suits you, send the new electronic ticket to your e-mail at no additional cost to the traveller. If the alternative does not suit you, you are entitled to a refund.

In the event of ticket cancellation, the agency retains the ticket-issuing fee and all transaction costs associated with issuing the ticket (payment fees, bank transaction costs, etc.).

Flight cancellation or change of travel date by the traveller

If you wish to cancel a purchased ticket, this is possible in accordance with the carrier's conditions, which you read and agreed to when completing the booking. The same applies to a change of travel date — it is possible solely in accordance with the carrier's conditions that you agreed to when completing the booking. For all requests regarding ticket cancellation / change of travel date, send us an e-mail at info@lila.travel before the start of the journey.

If a change is permitted, we will inform you of the change amount according to the ticket conditions and seat availability on the requested date. Regarding a change of travel date, the traveller can always contact the airline that is the carrier directly (e.g. the airline's representative office directly at the airport or its office in town). If, when purchasing the ticket, the traveller anticipates that they might have to cancel the journey due to certain situations, we recommend taking out a cancellation insurance policy. Cancellation insurance cannot be taken out subsequently, but only on the day the ticket is purchased. Cancellation insurance generally applies only in the following cases, and only with mandatory written confirmation: illness, death in the immediate family.

In the event of ticket cancellation, the agency retains the ticket-issuing fee and all transaction costs associated with issuing the ticket (payment fees, bank transaction costs, etc.).

Special assistance

The traveller is obliged to inform LILA PUTOVANJA d.o.o. of all facts regarding their health and condition that could jeopardise the course of the journey or the performance of the service. Acceptance for the flight of unaccompanied children, persons with disabilities and persons with reduced mobility, pregnant women, sick persons or other persons requiring special assistance must be pointed out by the traveller to a LILA PUTOVANJA d.o.o. officer before concluding the service. Travel of children without the accompaniment of a parent or legal guardian is sometimes subject to special requirements under the laws and rules of the country to/from which the flight operates. It is the sole responsibility of the parent or legal guardian to obtain all necessary documents and meet all such requirements. For all special requests, contact a LILA PUTOVANJA d.o.o. agent, since flights to certain destinations and on certain airlines do not offer seat reservation and special-meal selection.

Transport of pregnant women

Women who are less than 28 weeks pregnant, healthy and without any pregnancy complications may be accepted on board without a medical certificate. If the pregnancy lasts more than 28 weeks, and at most up to 35 weeks, a medical certificate no older than seven days is required, confirming that delivery will not occur within 4 weeks of the start of the journey. In that case there are no medical obstacles to air travel. Only if a pregnant woman is travelling for surgery or treatment must the documents required for the transport of sick and disabled passengers be completed and enclosed.

Transport of children

Children up to 2 years of age receive a discount on the ticket, with an allowed baggage of 10 kg. The condition is that the child sits on the lap of the person they are travelling with. For a child between two and twelve years of age who occupies a separate seat and is accompanied by an adult, a discount of up to 50 percent is granted, depending on the fare applied for the accompanying adult passenger. Unaccompanied children may travel alone if an adult brings them to the airport and gives the carrier, on the prescribed form, a written statement confirming that someone will meet the child at the final destination. When booking, be sure to inform the LILA PUTOVANJA d.o.o. staff member that the child will be travelling alone.

Pets

Only dogs and cats may be transported in the aircraft cabin (together with the traveller), if this is not prohibited by the country to which the pets are being transported. Transport of animals must be booked in advance, and their transport is always charged additionally. Only one animal may be transported in the passenger cabin at a time, and only in the prescribed carrier. The size of the carrier is limited. Larger pets are transported in the aircraft hold as checked baggage. The traveller must provide a suitable carrier/container themselves. Inform a LILA PUTOVANJA d.o.o. agent before purchasing the ticket if you wish to arrange transport of a pet.

Baggage

Baggage is carried as checked and hand (unchecked) baggage. Depending on the fare conditions and the airline, checked baggage may be included in the price or charged additionally.

For most flights, the piece concept also applies — travellers are entitled to carry one piece of checked and one piece of hand baggage, whose dimensions and weight are determined by the carrier. For security, put your details (first and last name, address, contact phone) on the outside and inside of every piece of baggage.

Checked baggage

Checked baggage must be marked with the traveller's name and other personal data and includes suitcases and bags that can be firmly closed. After the traveller hands over the baggage they wish to check in, the carrier will take the baggage into possession and issue a baggage identification tag for each piece of checked baggage. For security reasons, the traveller may be required to allow a search, X-ray screening or any other type of examination of themselves or their baggage. The carrier may refuse to carry as baggage any item that the carrier reasonably considers unsuitable for transport due to its weight, dimensions, volume or other characteristics, or unsuitable for transport for security or operational reasons or for the comfort of other passengers.

Hand baggage

Airlines allow the carriage of one piece of hand baggage per traveller, such as a small travel bag, laptop or briefcase. The maximum weight of hand baggage in most cases must not exceed 8 kg. Hand baggage must be of a size and shape that can be placed under the seat in the aircraft or in the overhead compartment.

Excess baggage

In air transport, the traveller is obliged to pay a fee for the carriage of baggage that exceeds the weight of the free or prepaid carried baggage, in accordance with the carrier's applicable rules and prices.

Unaccompanied baggage

Transport of unaccompanied baggage is carried out under the carrier's special regulations.

Baggage collection

The traveller is obliged to collect their baggage immediately upon landing at the destination. The carrier is not obliged to check whether the traveller has collected their baggage. In the event of delayed or lost baggage, the traveller is obliged to report immediately to the Lost & Found department of the company that is the carrier, i.e. the one they travelled with.

Damaged / lost baggage

LILA PUTOVANJA d.o.o. assumes no responsibility for lost or damaged baggage. The traveller submits claims for lost baggage to the carrier. In air transport, the airline alone is responsible for baggage, on the basis of the regulations applicable in air traffic. The carrier is responsible for loss or delay that occurred during air transport through its fault.

Baggage is usually delayed during transit flights, when the time between two connecting flights is relatively short and the baggage does not make it onto the next flight. Lost baggage is first considered delayed and is in most cases found at one of the airports you travelled through. Travellers must report missing baggage as soon as they notice it; if that is not possible, the deadline for reporting is 21 days. Damage to baggage must also be reported to the carrier immediately upon landing at the destination, or within 7 days if the traveller notices the damage later.

Ticketing service charge and other agency services

LILA PUTOVANJA d.o.o. charges an intermediary fee for acting as an intermediary between the traveller and the airline.

Fees are charged for issuing air tickets, changes to already issued tickets and any special traveller requests requiring special procedures (unaccompanied minors, pet transport, etc.).

The fee and changes are charged per issued air ticket, and you will be informed of the amounts at the time of booking. The amounts depend on the destination flown to, additional services, the airline and the method of paying for the service.

The fee for booking hotel accommodation and car rental is charged if the entire amount is collected by LILA PUTOVANJA d.o.o.; if you pay for the service directly to the service provider and/or on site, the fee is not charged to you.

If the ticket-issuing service has been performed, in the event of ticket cancellation the agency retains the amount of the issuing fee and all associated transaction costs. The issuing fee amount is non-refundable.

Complaints

The traveller is obliged to report any damage caused to health, hand baggage and other personal property immediately to the carrier, which will draw up a record of it. If checked baggage is damaged, the traveller must submit a written complaint within seven days, and in the event of baggage delay within twenty-one days. In both cases the deadline begins to run from the day the baggage was made available to the traveller. Every complaint must be submitted in writing. A claim for compensation for any damage becomes time-barred after two years, counting from the day the aircraft arrived or should have arrived at the place of destination, or from the day transport was interrupted. The method of calculating the limitation period will be determined in accordance with the applicable law of the competent court. The traveller and LILA PUTOVANJA d.o.o. will endeavour to resolve disputes amicably; otherwise they agree to the jurisdiction of the court in Zagreb. The applicable law will be Croatian law.

Hotel accommodation and car rental

LILA PUTOVANJA d.o.o. acts as an intermediary in booking hotel accommodation and car rental.

The general conditions of the service provider apply to hotel accommodation and car rental services, so they should be read carefully before confirming the booking in order to avoid any misunderstandings.

LILA PUTOVANJA d.o.o. does not charge you for the hotel accommodation and car rental service; this is done directly by the service provider, unless otherwise indicated.

Final provisions

These travel terms and instructions supersede all previous travel terms and instructions. The general travel terms and instructions are an integral part of the contract that the traveller concludes with the agency LILA PUTOVANJA d.o.o.

The parties undertake to resolve any disputed cases amicably. If this is not possible, in the event of a dispute the court in Zagreb has jurisdiction, and the law of the Republic of Croatia applies.