You are entitled to claim compensation from the company if the service does not correspond to the promises made about it. In addition, for journeys of the the scheduled distance of at least 250 km, you can select either a re-routing or cancellation of the journey if the departure of the bus or a coach is cancelled or delayed more than 2 hours.
Compensation for journey deficiencies
If your journey is delayed or cancelled or the service does not correspond to what was promised, you are entitled to claim compensation from the bus or coach company for example in the following cases:
- When a bus service is delayed significantly, you may request a ticket price reduction which is proportional to the deficiency in the service.
- You may claim a refund on the price of a ticket in case of cancellation of the service it was bought for.
- Refunds for unused tickets printed on paper or loaded onto a travel card are subject to the terms and conditions of the bus or coach company in question.
As the travel conditions of bus or coach companies vary, always first find out what you are entitled to.
Right to cancellation of a journey or its re-routing
These rights are valid for regular services in the area of the EU if the journey with its scheduled distance of the service is at least 250 km. These rights do not apply to charter transport or to Russian traffic.
If the bus or coach company expects that the departure will be cancelled, be delayed by more than 2 hours at the terminal or stop, or that the number of tickets sold exceeds the number of seats available, it must provide a possibility to select:
- a re-routing to the final destination as soon as possible without any extra charges or
- cancellation of the journey and reimbursement In addition, you are entitled to ask for a return journey by bus or coach to the point of departure as soon as possible.
You are entitled to demand reimbursement for each cancelled part of the journey and for the journey already made if, from the point of view of the original journey plan, it is of no utility. In addition, you are entitled to ask for a free return journey, as soon as possible, to the point of departure shown in your ticket.
In case of travel passes or season tickets the reimbursement shall be equal to its proportional part of the full cost of the pass or ticket. You are entitled to claim for reimbursement for the price of the ticket within 14 days from the reception of your request. The bus or coach company can compensate for the ticket in a different way if you agree to it.
If the company does not offer you the possibility to choose, you are entitled, in addition to the reimbursement of the price of the ticket, to a compensation that is 50% of the price of the ticket. The company must pay the compensation within one month.
Compensation for damages
In case of chartered bus transport included in a travel package, you can also claim compensation for defects in the package tour from the tour operator.
The rights are based on the EU regulation (181/2011) concerning the rights of passengers in bus and coach transport, and they are applied in the whole area of the EU on passengers travelling with regular services where the boarding or the alighting point of the passengers is situated in the territory of a Member State. These rights do not apply to Russian traffic.
EU regulation concerning the rights of passengers in bus and coach transport (181/2011)