Do you know your passenger rights?

For approximately 6 months will apply amended regulations relating to long distance bus/coach services. Please read carefully what you will be able to expect from the carriers.

Rights for passengers travelling by bus and coach
The Regulation 181/2011 was published on 28 February 2011 and its provisions will apply as from 1 March 2013
The Regulation fully applies to long distance services (i.e. of more 250 km), whereas only some of its provisions apply to all services, including those of shorter distance.

The new rights applicable to long distance services (i.e. of more than 250 km) include amongst others:

• adequate assistance (snacks, meals and refreshments as well as, if necessary, up to two nights' hotel accommodation, for a total amount of €80 per night, except in case of severe weather conditions and major natural disasters) in situations of cancellation or following a delay of more than 90 minutes in the case of a journey of more than three hours,
• guarantee of reimbursement or rerouting in situations of overbooking or in case of cancellation or following a delay of more than 120 minutes from the estimated time of departure,
• compensation of 50% of the ticket price following more than 120 minutes' delay from the estimated time of departure, cancellation of a journey and if the carrier fails to offer the passenger either rerouting or reimbursement.
• information when the service is cancelled or delayed in departure.
• protection of passengers in case of death, injury, loss or damage caused by road accidents, particularly with regard to immediate practical needs in case of accident (including up to two nights' hotel accommodation, for a total amount of €80 per night),
• specific assistance free of charge for disabled persons and persons with reduced mobility both at terminals and on board, and, where necessary, transport free of charge for accompanying people,

Additionally, the following rights will be applicable to all services (including those below 250 km):

• non-discrimination with respect to tariffs and contract conditions for passengers based - directly or indirectly – on nationality,
• non-discriminatory treatment of disabled persons and persons with reduced mobility as well financial compensation for loss or damage of their mobility equipment in case of accident,
• minimum rules on travel information for all passengers before and during their journey as well as general information about their rights in terminals and online; where feasible, this information shall be provided in accessible formats upon request precisely in the interest of the persons with reduced mobility,
• a complaint handling mechanism by carriers available to all passengers,
• independent national bodies in each Member State with the mandate to enforce the Regulation and where appropriate to impose penalties.