Frequently asked questions

All current information is available through the website (https://pulapromet.hr/) and Facebook page of the Carrier, as well as by calling the phone number +385 52 222 677 between 07:00 and 21:00.

By calling the phone number +385 52 222 677 between 07:00 and 21:00, sending an email to info@pulapromet.hr , sending a letter to the address Starih statuta 1a, 52100 Pula, or by visiting the Carrier's sales point at Trg 1. Istarske brigade 1, where the complaint can be filed.

You can report such incidents, ensuring privacy protection, by sending an email to prijavitenepravilnosti@pulapromet.hr or using the data entry form on the Carrier's website.

If a passenger possesses an invalid ticket or is traveling without a ticket, the passenger is obliged to provide the ticket inspector or any other authorized person of the Carrier with their identification details by presenting their ID card or any other document that established their identity.

After the identification, if the ticket is found to be invalid, the ticket inspector or another authorized person of the Carrier will declare it invalid. The passenger in possession of the invalid ticket will be directed to either leave the bus or purchase a ticket on board to continue the ride to their destination.

If the ticket inspector blocks further use of the ticket, it may be due to the user utilising a subscription right that is not registered under their name or if the ticket is found to be invalid (e.g., no valid entitlement for the current month or the zones being used). The user is required to visit the Carrier's sales point at Trg 1. Istarske brigade 1.

By personally visiting the Carrier's sales point at Trg 1. Istarske brigade 1.

Contactless top-up stored-value card is valid for all tariff zones; it is permanent and can be transferred to other users.

Tickets are issued, topped up, and paid for in cash or through non-cash payment methods at the Carrier's sales points and partner locations (iNovine...).

Topping up the stored-value card is done according to the five tariff models listed in the Ticket Price List.

All passengers have the right to a stored-value card.

With drivers in the Carrier's vehicles, at the Carrier's points of sale and at the points of sale of the Carrier's partners.

The stored-value (prepaid) card can be used consecutively up to five times for the same tariff zone, depending on the number of passengers seeking transportation.

The validator is always set to the final destination of the line. Therefore, if the passenger's destination is in a lower zone, it is necessary to select the zone before putting the stored-value card on the validator.

If you have a stored-value (prepaid) card of the Carrier, it is possible to transfer for free within 60 minutes from the moment of the first validation on rides from a higher to a lower zone or within the same zone.

There are general, family, subscription, student and senior tickets. You can find all the information about the types and prices of tickets on the Carrier's website LINK, at the Carrier's sales point located at Trg 1. Istarske brigade 1, or by calling the phone number +385 52 222 677.

Certain categories of students and senior citizens are entitled to specific conditions regarding the issuance and payment of their travel tickets. The documentation required to obtain these rights can be found on the Carrier's website (LINK). You can also obtain all the necessary information at the Carrier's sales point at Trg 1. Istarske brigade 1 or by calling the phone number +385 52 222 677.

It is necessary to immediately go to the Carrier's sales point at Trg 1. Istarske brigade 1, where a new card will be issued and the use of the lost card will be disabled. The user is required to pay a fee for the issuance of the new ticket.

Due to the nature of the driver's job, drivers have limited cash available for daily operations. It is recommended that passengers prepare exact change in advance to avoid creating delays and line disruptions caused by the need for change.

In all the Carrier's vehicles, in addition to cash payment, it is possible to pay the ticket with credit and debit tickets and other types of contactless payment using RFID technology or near field communication (NFC). Examples of contactless payments without a credit or debit ticket include transit tickets (Oyster) as well as payments via smartphone or watch such as Apple Pay, Google Pay and Samsung Pay and the like.

The driver is responsible for selling tickets and checking ticket validations, which can only be efficiently done by boarding passengers through the front doors (except for individuals in wheelchairs). According to applicable regulations, passengers are required to board through the front doors, as clearly indicated on the exterior of the bus. Other doors are reserved for passenger exits only.

Passenger is a person who waits at the station with the intention of entering the vehicle. Drivers, depending on the situation, close the doors in the safest possible way after passengers enter or exit the vehicle. In order to avoid any unwanted consequences, it is recommended that they proceed with increased attention when engaging in traffic.

In Pulapromet vehicles, pets are allowed to be transported in compliance with the regulations in accordance with the Decision of the City of Pula-Pola on the conditions and manner of keeping pets and the manner of dealing with abandoned and lost animals (LINK).

Bicycles are not allowed on Pulapromet vehicles, primarily for safety reasons. Bicycles in the passenger area can pose a danger to other passengers during movement and braking.

It is allowed to bring scooters and e-scooters into Pulapromet vehicles only when folded as hand luggage. The passenger must not leave the scooter unattended during the ride and must prevent its movement while the bus is in motion.

In the event of a delay, interruption, or disruption in the operation of public local and regional passenger transportation caused by force majeure, the Carrier does not provide guarantees for the regularity of transportation or compensation for purchased tickets.

In case of a delay to the final destination of a local or regional passenger transportation line exceeding 30 minutes or a missed bus departure caused by force majeure or the Carrier's negligence, the Carrier will issue a certificate of said fact at the request of a passenger who possesses a valid travel ticket.

Users of our services who have left their personal belongings in the Carrier's vehicles can contact the Traffic Office at Trg 1. Istarske brigade 3, every day from 05:00 to 21:00. Information about lost or found items can also be obtained by calling +385 52 501 973 or by sending an email to info@pulapromet.hr.

On behalf of a larger group of citizens, it is necessary to contact the corresponding Local Committee, where the request will be considered and officially forwarded in writing to the competent Administrative Department for the municipal system and property management, as well as to the Carrier for review. This is the regular procedure for all changes, which can only be implemented after the issuance of a written decision by the Administrative Department for the municipal system and property management.

To install and maintain shelters and other bus stop equipment, you need to contact the corresponding Local Committee, where the request will be considered and forwarded to the competent Administrative Department for the municipal system and property management.

The locations of all current bus stops for city and suburban lines can easily be found using the Google Maps service. On the map, the bus stops are indicated by blue icons. By selecting an icon, you can access information about the lines that pass through that particular bus stop, the schedule, etc.

Pulapromet Web store uses WSPay for online payments. WSPay is a secure system for online payments, supporting real-time payments with credit and debit cards, as well as other payment methods. WSPay ensures secure entry and transmission of card data for both the customer and the merchant, which is further confirmed by the PCI DSS certificate held by WSPay. WSPay utilizes a 256-bit SSL certificate and TLS 1.2 cryptographic protocol, providing the highest levels of data protection during data entry and transmission.

Through the Web store, it is possible to extend the right to use subscription monthly pass.