Filing and resolving complaints
The traveler is obliged to report any complaint he/she might have to LT Konture doo without unnecessary delay.
If during the course of travel, the traveler complains about a default or non-compliance with any of the contracted services, the LT Konture doo’s representative is obliged to resolve the complaint in an appropriate manner and as soon as possible, and if possible, considering the content of the complaint. If the immediate resolving is not possible, the traveler can file a complaint in writing no later than 8 days after the completion of the travel.
The traveler files a complaint individually, by entering it personally into our record of complaints, or in writing by mail to our office address (LT Konture d.o.o, Prigorska 31, Prekvršje, 10362 Kašina, Zagreb, Croatia), or by e-mail: firstname.lastname@example.org .
LT Konture doo shall without delay confirm in writing the receipt of the complaint, and respond within 15 days of the receipt.
LT Konture doo will be resolving only such complaints whose cause could not have been eliminated on the spot. While the procedure of resolving is under way the traveler waives the right to have any other person or judicial institution mediate on his/her behalf, as well as to provide any information to the media. The maximum amount of compensation per complaint may reach the amount of the claimed part of services, but it may not include the services already used, nor the entire package amount.
We believe that in case of any possible complaints, the traveler will be satisfied with the solution provided by LT Konture doo. Alternatively, UHPA (Association of Croatian Travel Agencies) Arbitration board may be contacted. In an unlikely case of a lawsuit, LT Konture doo would like to inform you that the law of the Republic of Croatia will be applicable and that the competent court will be the court in ZAGREB.