Bus/Coach Travel Rights

• Non-discrimination in tariffs and contractual conditions based on nationality.
• Non-discriminatory treatment of disabled and reduced mobility passengers, plus financial compensation for loss of or damage to their mobility equipment.
• Minimum rules on travel information. All passengers must be provided with information on their rights both before and during their journey. General information must be provided in terminals and online. Upon request, information should also be provided in an accessible format — where feasible — so as to accommodate individuals with reduced mobility.
• Carriers must have a complaint handling mechanism available to all passengers.
• Independent national bodies to enforce the Regulation. All member states must have an appropriate national body designated in complete impartiality to handle complaints, enforce the Regulation, and, where appropriate, impose penalties.

• Assistance
  Carriers must provide adequate assistance to passengers in situations of cancellation or a delay of more than 90 minutes when the journey’s duration exceeds three hours. Such assistance may be given by providing snacks, meals, and refreshments, as well as — if necessary — a maximum of two nights’ hotel accommodation for a total amount of €80 per night (except in cases of severe weather conditions and major natural disasters).
• Reimbursement or rerouting
  If the journey has been overbooked, cancelled, delay of more than 120 minutes from the estimated time of departure, passengers are guaranteed a right of reimbursement of the ticket price or rerouting to their final destination.
• Compensation
  If there is a delay of more than 120 minutes from the estimated time of departure and the carrier has failed to inform the passengers they are entitled to a refund or rerouting. The passengers are entitled, passengers are entitled to compensation of 50% of the ticket price. The same right applies when a journey is cancelled and/or when carriers fail to offer the passenger rerouting or reimbursement.
• Information
  When a journey is cancelled or delayed, carriers must provide passengers with information on their rights and entitlements.
• Protection in case of death, injury, loss, or damage
  In the event of a road accident causing any of the above, carriers shall provide practical assistance and protection regarding passengers’ immediate needs (including up to two nights’ hotel accommodation — for a total amount of €80 a night).
• Free assistance to disabled persons and individuals with reduced mobility
  Carriers are obliged to provide assistance to disabled or reduced mobility passengers at no extra cost, both at terminals and on the bus or coach. This may extend to free transport for individuals accompanying disabled or reduced mobility passengers, if necessary.

If a scheduled bus/coach service is cancelled, the service or terminal operator must inform you as soon as possible and no later than 30 minutes after the scheduled departure time.

All journeys of 250+ km

If the service is cancelled due to overbooking or for operational reasons, the company must offer you a choice between the following options:

• Reimbursement of your ticket.
• A free return service to the point of departure at the earliest opportunity.
• Continuation/rerouting to your final destination under comparable conditions at the earliest opportunity — at no extra cost.

Journeys of 250+ km and 3+ hours duration

In addition to the above, the following must also be offered:

• snacks, meals or refreshments on the bus or in the terminal
• if required, overnight accommodation for up to 2 nights, at a maximum rate of €80/night, as well as transport to/from to the terminal. 

Please note: If your bus/coach service is cancelled due to unavoidable consequences beyond the operator’s control, such as severe weather conditions or a natural disaster, the service provider is not obliged to cover accommodation costs.

In case of a delay, the service or terminal operator must inform you of the new estimated departure time as soon as this information becomes available.

All journeys of 250+ km

If the service is delayed at departure for more than 2 hours, the company must offer you a choice between the following options:

• Reimbursement of your ticket.
• A free return service to the point of departure at the earliest opportunity.
• Continuation/rerouting to your final destination under comparable conditions at the earliest opportunity — at no extra cost.

If the service operator does not offer you these options when the delay occurs, you can submit a complaint at a later stage and claim a refund for your ticket as well as compensation equal to 50% of the ticket price.

Journeys of 250+ km/3+ hours

If the departure is delayed by more than 90 minutes, you are entitled to the above plus:

• Snacks, meals, or refreshments on the bus or at the terminal.
• Overnight accommodation for up to 2 nights at a maximum rate of €80/night as well as transport to/from the terminal — if required.

Please note: If your bus/coach service is cancelled due to unavoidable consequences beyond the operator’s control, such as severe weather conditions or a natural disaster, the service provider is not obliged to cover accommodation costs.

If your baggage or other personal belongings got lost or damaged due to an accident, you are entitled to compensation up to €1,200 per item of baggage.

If your wheelchair or other mobility aid got damaged or lost, you are entitled to compensation to cover the cost of replacing or repairing it.

If you get injured in a bus/coach road accident during your journey, you are entitled to compensation up to €220,000 per passenger. The bus/coach operator must ensure the provision of first aid and cover all immediate and necessary needs, such as food, replacement clothes, and, if necessary, accommodation.

If you are a dependant of a victim of a fatal bus/coach accident, you are entitled to compensation up to €220,000 per passenger. That amount includes any funeral expenses.

You will want the business to assess and respond to your complaint as quickly and efficiently as possible. So, when submitting your complaint, make sure you provide the following:

• Your name and contact details
• A detailed description of your complaint
• The resolution you seek
• Copies of relevant supporting documentation, including your correspondence with the business to date

You should file a complaint with the bus or coach company within 3 months of the scheduled service that was disrupted. The company must respond within 1 month and give you a final reply within 3 months after receiving your complaint.

If you are not satisfied with the response or solution offered by the company, you can lodge a complaint with the relevant national enforcement body in your country. The latter will provide you with a non-binding legal opinion on how to proceed with your claim.

Alternatively, you can use out-of-court procedures such as alternative dispute resolution or submit your complaint via the Online Dispute Resolution platform.

You can also opt to take legal action and submit a claim for compensation under EU rules using the European Small Claims Procedure. 

Alternatively, you can bring the matter before the national courts in the country where the bus or coach company is registered (time limits vary in accordance with national rules).