Complaints Regarding Travel (Excerpt from the General Travel Conditions)
The Travel Organizer is obliged to clearly display at the point of sale a notice on the method and place for submitting complaints and to ensure the presence of a person authorized to receive complaints during working hours.
The Travel Organizer is required to keep records of received complaints and retain them for at least two years from the date the traveler submits the complaint.
The traveler is obliged to report any justified complaint without delay on the spot to the Organizer’s local representative. In urgent cases, if the representative is not currently available, the complaint should be addressed to the direct service provider (e.g., carrier, hotelier, etc.), or if such persons are not listed in the travel documents, directly to the Organizer.
For assistance, emergencies, and complaints, the traveler may contact the Organizer by phone at +381 63 801 8848 or +381 69 333 4524, on working days from 9:00 AM to 5:00 PM and Saturdays from 9:00 AM to 2:00 PM (Central European Time), or by email at sales@alphatravelsee.com. For urgent and similar procedures, the traveler must provide the Contract number, destination, name of the accommodation facility, names of travelers, contact address or phone number, etc.
The traveler is obliged to cooperate in good faith in the complaint procedure in order to resolve the issue within a reasonable period depending on the nature of the complaint (e.g., refrigerator malfunction, power or water outage, poorly cleaned apartment, or other deficiencies) and to accept a proposed solution that corresponds to the contracted service.
If the cause of the complaint is not resolved on-site, the traveler and the Organizer’s representative shall prepare a written confirmation in two copies, drafted and signed by both parties. The traveler retains one copy.
Local representatives are not authorized to acknowledge any compensation claims; only the Organizer has such authority.
The traveler may not request a proportional price reduction, contract termination, or damages if they fail, in bad faith or contrary to procedure, to notify the authorized representative and the Organizer on-site and without delay of deficiencies between the provided and contracted services.
If deficiencies are not resolved on-site, the traveler must, within fifteen days from the end of the trip or within thirty days from the date the “deficiency” was established, submit a justified and documented complaint (including written on-site complaint, receipts for incurred expenses, specification of unperformed services, factual and quantified claims per traveler, witnesses, and other evidence) and request a refund of the price difference between contracted and unperformed or partially performed services.
Each traveler who signed the Contract, in their own name and on behalf of persons listed in the Contract, or a person with proper power of attorney, must submit the complaint individually, as the Organizer will not consider group complaints.
It is recommended that the complaint be submitted in writing to the Organizer’s address in Subotica, Trg slobode 1, Branch of Alpha Travel & Marketing SEE doo.
The traveler may also submit a complaint orally at the Alpha Travel point of sale or another designated location, electronically, or on another durable medium, together with supporting documentation.
The Organizer shall process only timely, substantiated, and documented complaints that could not be resolved on-site during the trip and shall issue written or electronic confirmation of receipt, including the registration number under which the complaint is recorded.
The Organizer must provide a written response within 8 days from receipt of a duly submitted complaint and pay the price difference within 15 days. The Organizer may extend this deadline with the traveler’s consent and record it in the complaint register.
The traveler must respond to the Organizer’s reply within three days of receipt. Failure to respond within the prescribed period shall be deemed disagreement with the Organizer’s proposal.
If a complaint is incomplete, the Organizer will request supplementation within a specified deadline, under penalty of dismissal.
In accordance with good business practice, the Organizer will respond within the legal deadline even to late, unfounded, or incomplete complaints.
A price reduction may only correspond to the value of the unperformed part of the service; it cannot include already used services nor exceed the total contracted price. The amount of compensation is proportional to the extent of the unperformed or partially performed service.
If the traveler accepts compensation in the form of a proportional price reduction or any other type of compensation, it shall be deemed acceptance of the Organizer’s proposal for amicable dispute resolution and a waiver of further claims related to the disputed matter, regardless of whether a written refund confirmation with a final settlement clause was signed.
A refund of the price difference shall be considered duly executed and agreed in accordance with the law, these General Terms, and the general terms of YUTA when the Organizer has offered a realistic price difference based on the price list of the direct service provider valid on the date of the Travel Contract and other available evidence.
Any request by the traveler to initiate proceedings before other authorities prior to the expiration of the complaint resolution deadline shall be considered premature, as shall notifying public media, and shall constitute a breach of the Contract.
Complaints Regarding the Execution of Payment Transactions
For all objections and complaints concerning the execution of a payment transaction, the customer shall contact the Webshop, which is responsible for further communication with other participants in order to resolve the complaint.
In addition to contacting the Webshop, the customer may also contact their bank, i.e., the issuing bank of the payment card.
Upon request of the issuing bank, the acquiring bank shall proceed with the complaint in accordance with the rules of the relevant card organizations.