If the long-distance service (atleast 250 km) you are booked in for is cancelled or departure is delayed for more than 2 hours or overbooked, you will be offered a choice:
- You can be transported, under similar conditions, to your final destination at the earliest opportunity, and at no extra cost.
- You can get a refund for your ticket and where necessary free journey back to the service's initial departure point – for instance if the delay or cancellation stops you from fulfilling the purpose of your trip
If you are not offered this choice at the time, you can later complain and claim a refund for the ticket plus compensation worth 50% of the ticket price.
If you have suffered economical losses as a result of a bus or coach service being delayed or cancelled, you may have a right for compensation for damages. There is a right for compensation for example if a scheduled bus or coach is delayed due to a technical fault or if the company gives erroneous information about its timetable.
Right for assistance if journey is cancelled or in case of accident
If the departure of a coach journey, which according to the timetable takes more than 3 hours and the length of which is atleast 250 kilometres, is cancelled or delayed more than 90 minutes, the coach company must provide the passengers with
- free snacks, meals or refreshments in a reasonable proportion to the waiting time or delay if they are available in the coach or at the terminal or if they can be reasonably brought to the place.
- a free hotel room or other accommodation and help in transport between the terminal and the place of accommodation if it is necessary to provide accommodation for one or more nights.
The coach company is entitled to limit the cost of accommodation to 80 euros per night and at most to two nights per passenger. The right for accommodation does not apply if the coach company can show that the cancellation or delay was due to severe weather or significant natural catastrophes which endangered the safe operation of coach traffic.
Passengers' rights in bus and coach transport