TRANSPORT BY BUS
Help and advice for consumers in Europe
The rights of passengers transported by road in the event of disruptions in service such as delay, cancellation, or overbooking, are set out in Regulation (EU) 181/2011.
These rights apply where the journey takes place within the European Union generally on long-distance routes (routes of more than 250 km) with scheduled stops and at specified intervals.
The Regulation also provides for payment of an indemnity in the event of loss or damage to luggage and specific provisions for the care of passengers with disabilities or reduced mobility.
In the event of a delay in departure of more than two hours passengers shall be offered a choice between:
- refund of the ticket and, if necessary, free transport to the point of departure
- re-routing to the destination as soon as possible
If no choice between the two options is offered, the passenger shall have a right to compensation for 50% of the ticket price.
In the event that the usual duration of the journey is more than 3 hours, and a delay of more than 90 minutes is experienced, the passenger has a right to:
- free meals and beverages (if these can reasonably be provided)
- to accommodation in an hotel or other accommodation if departure is scheduled for the following day, for a maximum of two overnight stays for a maximum amount of € 80 per night
Overnight accommodation is not applicable where the delay is due to adverse weather conditions.
In circumstances where the journey is cancelled the passenger may:
- claim a ticket refund and, if necessary, free transport to the point of departure
- choose to be transported to the final destination as soon as possible.
If no choice between the two options is offered, the passenger has the right to compensation for of 50% of the ticket price.
In the event that the original duration of the journey is more than 3 hours and such journey is cancelled, the passenger has a right to:
- a free meal and beverages (if these can reasonably be provided)
- to accommodation in an hotel or other accommodation if departure is scheduled for the following day, for a maximum of two overnight stays for a maximum amount of € 80 per night
In the event a passenger is denied boarding as a greater number of bookings have been accepted than seats available, the passenger has the right to choose between:
- refund of the ticket price, or re-routing as soon as possible and under similar transport conditions to the final destination
- compensation for 50% of the ticket price if the passenger is not offered to the option between refund of the ticket and re-routing.
Passengers with disabilities and persons with reduced mobility have the right to travel in the same conditions as other passengers, without paying additional charges.
Companies, travel agents and tourism operators may refuse to issue a ticket or permit boarding if, due to the configuration of the vehicle or infrastructure, including bus stops and stations, where this is physically impossible or would constitute a violation of the obligations relating to health and safety.
Assistance, which must be provided both at bus stations and on board, can also be provided by accepting an accompanying helper free of charge.
The type of assistance necessary must be requested with at least 36 hours prior notice.
In the event of loss or damage to mobility equipment, the passenger has the right to a full refund.
