Passenger rights

Regulation (EU) No 181/2011 sets minimum rights for bus and coach passengers. The strongest protections apply to scheduled journeys of 250 km or more. A summary follows; the regulation itself is the authoritative source and the applicable national enforcement body must be named here before production use.

Cancellation and long delay

• If departure is cancelled or delayed by more than 120 minutes, you may choose between re-routing on the next available service and a full refund
• If you are not offered that choice, you are entitled to compensation of 50% of the ticket price in addition to the refund
• On journeys over three hours, a delay of more than 90 minutes entitles you to snacks and refreshments, and to accommodation if an overnight stay becomes necessary

Passengers with disabilities or reduced mobility

• Carriage cannot be refused on grounds of disability alone
• Assistance at designated terminals and on board must be provided free of charge, given at least 36 hours' notice
• Where a booking is refused for documented safety reasons, you may bring a companion of your choice free of charge
• Compensation is due for mobility equipment lost or damaged in transit

Luggage and personal injury

The regulation sets minimum compensation levels for death, personal injury and loss or damage to luggage arising from an accident. Claims are made against the carrier that transported you.

Complaints

Complaints should be submitted to the carrier within three months of the journey. The carrier must respond within one month with a final or interim reply, and within three months with a final reply. If you are not satisfied, you may escalate to the national enforcement body in the country where the incident occurred.