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Frequently asked questions

Delay or cancellation

A link to place a repeat order will be sent to you via email or text message. Once you click the link, you will be able to choose:
– an alternative route;
– initiate the refund process;
– contact the customer service team. If one of the suggested options works for you, click the “Reorder” button below the selected trip. If the new trip is more expensive, you won’t have to pay the difference. If the new trip is cheaper, we will send you a coupon for the difference in price. You can get a refund or a voucher in the Order history section without contacting the customer service team. Refunds via coupon are free of charge (no additional fees apply). If the carrier cancels the trip, no fees will be charged.

You can submit a claim for compensation within 90 days of the end of your trip.

Please contact the carrier directly regarding compensation. You can find the carriers’ contact information in the section here.

Trips longer than 250 km (EU) and expected to last more than 3 hours

If a long-distance journey (250 km or more) was scheduled to take more than 3 hours and the departure is delayed by more than 90 minutes, the passenger has the right to:

  • receive snacks, meals, or refreshments in proportion to the waiting time, if possible or if they are available on the bus or at the station;
  • accommodation, if it is necessary to stay overnight, but for no more than 2 nights and no more than 80 EUR per night, as well as transportation to the place of accommodation and back to the departure station.

If the delay was caused by adverse weather conditions or a natural disaster that endangered the safety of the journey, the carrier is not required to cover accommodation and travel expenses.

If you want the carrier to compensate you for additional expenses incurred, you must provide a copy or photo of the receipt that clearly shows the date, time, and amount paid.

Please contact the carrier directly regarding compensation. You can find the carriers’ contact information here.

Trips shorter than 250 km or lasting less than 3 hours

If, due to impassable roads, adverse weather conditions, vehicle breakdown, or other reasons beyond the carrier’s control, it is impossible to transport the passenger or their luggage to the destination bus station (stop), the carrier must refund the amount paid for the trip and the carriage of luggage from the point where the trip was interrupted to the destination station (stop).

If, for these reasons, the vehicle returns to the departure bus station (stop), the passenger will be refunded the full amount paid for the trip and luggage transport. Refunds are processed at the ticket office at the departure bus station; if there is no ticket office, the carrier will issue a refund by other means.

If the passenger was taken to their destination, no compensation will be provided. However, in the event of a bus breakdown, the carrier must arrange for passengers to be transferred to another vehicle free of charge and ensure their safe journey.

Passenger rights under the regulation

Passengers have the following rights:

  • non-discrimination on the basis of nationality when setting prices and contract terms;
  • non-discrimination against persons with disabilities and persons with reduced mobility, as well as financial compensation for the loss or damage of their mobility equipment in the event of a traffic accident;
  • receive the necessary information about their trip before and during the journey, as well as general information at stations and online about passenger rights.

Journeys longer than 250 km that start or end in the EU

If a long-distance bus (250 km or more) is delayed by more than 120 minutes, the carrier must offer the passenger:

  • refund the full amount paid for the ticket and, if necessary, provide a free return trip to the original point of departure if the delay prevents the passenger from reaching their final destination; or
  • to continue the journey or take an alternative route as soon as possible, at no extra charge and under similar conditions.

If the carrier does not offer these options in the event of such a delay, the passenger may file a complaint and request compensation amounting to 150% of the ticket price. The carrier must pay the compensation within one month of the request being submitted.

This provision does not apply to passengers holding open-ended tickets where the departure time is not specified, with the exception of passengers holding season tickets or multi-trip tickets.

Please contact the carrier directly regarding compensation. You can find the carriers’ contact information here.

Trips shorter than 250 km

If, due to impassable roads, adverse weather conditions, vehicle breakdown, or other reasons beyond the carrier’s control, it is impossible to transport the passenger or their luggage to the destination bus station (stop), the carrier must refund the amount paid for the trip and for the carriage of luggage from the point where the trip was interrupted to the destination station (stop).

If, for these reasons, the vehicle returns to the departure bus station (stop), the passenger will be refunded the full amount paid for the trip and luggage transport. Refunds are issued at the ticket office at the departure bus station, if there is no ticket office, the carrier will issue the refund by other means.

If the passenger was taken to their destination, no compensation will be provided. However, in the event of a bus breakdown, the carrier must arrange for passengers to be transferred to another vehicle free of charge and ensure a safe journey.

A full refund (100%) will be issued within 14 days of the date the offer was made or the request was received.

Generally, the carrier at the location where you missed your connection is required to offer you alternative transportation to continue your journey or return to your point of departure.

However, under certain conditions, you can arrange the rest of your trip on your own:
– You have the carrier’s written agreement (this can also be an SMS message or an email).
– You waited 100 minutes after the scheduled departure time of a delayed or canceled train, or after missing a connection, and received no assistance during that time.

If at least one of these conditions applies, you may arrange your onward journey on your own, but only by using public transport (trains, long-distance buses, or local buses). In such cases, the carrier will compensate you for reasonable and appropriate expenses incurred.

This means that you must choose a trip to the same destination and in the same (or lower) class as specified on the original ticket. Additional expenses for flights, vehicle rentals, or fuel for private vehicles are not compensated.