Brussels,

Road Passenger rights

MOBILITY & TRANSPORT

EU regulations on bus and coach passenger rights apply to journeys that begin or end in an EU country, focusing mainly on regular long-distance services. These rights are relevant for regular services that follow specific routes, picking up and dropping off passengers at predetermined stops according to a set schedule.

The term "long-distance" refers to the overall scheduled distance of the service being 250 km or more, not the individual passenger's journey length.

During the journey, bus or coach operators are required to provide clear and accurate information about the service and the passenger rights. This information should also be accessible to people with disabilities.

Passenger rights under these regulations come into play in several scenarios, including:
  • Cancellation of the bus or coach service.
  • Delay in departure of the bus or coach.
  • Loss or damage of luggage due to an accident.
  • Injury sustained by a passenger in a bus or coach accident.
  • Dependents of a victim in a fatal bus or coach accident.

​These rights ensure protection and assistance for passengers under various circumstances during their bus or coach travels within the EU.

EU Legislation

  • EU Regulation 181/2011 on the rights of passengers when travelling by bus and coach, applicable on 1 March 2013
  • Summary of the EU Regulation

Bus or coach cancelled

​If you are booked on a long-distance (250 km or more) bus or coach service that is delayed or cancelled, the operator or terminal must inform you about the situation no later than 30 minutes after the scheduled departure time. In case of a delay, they should also provide the estimated departure time as soon as possible.

For cancellations due to overbooking or operational reasons, the company must offer you either:
  1. A refund of your ticket and, if needed, a free return service to the initial departure point as soon as possible, especially if the delay nullifies the purpose of your trip.
  2. The option to continue your journey or be re-routed to your final destination under comparable conditions at no extra cost, at the earliest opportunity.

Additionally, if the service is cancelled and the journey was scheduled to last more than 3 hours, you are entitled to:
  • Snacks, meals, or refreshments in proportion to the waiting time, if they are available or can be reasonably supplied on the bus or at the terminal.
  • Accommodation for up to 2 nights at a maximum rate of €80 per night, if an overnight stay becomes necessary, along with transport to your accommodation and back to the terminal.

​These rights ensure that passengers on long-distance bus or coach services are adequately compensated and assisted in cases of delays or cancellations.

Bus or coach service delayed at departure

​If you're booked on a long-distance bus or coach service (250 km or more) and it is delayed at departure, the operator must inform you about the situation as soon as possible, and no later than 30 minutes after the scheduled departure time. They should also provide the estimated departure time as soon as it's available.

For delays exceeding 2 hours, the bus company must offer you a choice between:
  1. A refund of your ticket and, if necessary, a free return service to the original departure point at the earliest opportunity, especially if the delay prevents you from fulfilling the purpose of your trip.
  2. Continuing your journey or re-routing under similar conditions to your final destination at the earliest opportunity, without any additional cost.

If the operator fails to offer these options at the time of the delay, you have the right to file a complaint later and claim a refund for your ticket and compensation equal to 50% of the ticket price.

Furthermore, if your long-distance service was scheduled to last more than 3 hours and the departure is delayed by more than 90 minutes, you are entitled to additional benefits:
  • Snacks, meals, or refreshments proportional to the waiting time, if they can be reasonably provided on the bus or at the terminal.
  • Accommodation for up to 2 nights, if an overnight stay is necessary, with a maximum rate of €80 per night, including transport to your accommodation and back to the terminal.

These rights are designed to protect passengers on long-distance bus or coach services in the EU in cases of significant delays.

Bus or coach service delayed at departure

If your luggage or personal belongings are lost or damaged due to a bus or coach accident on a long-distance journey (250 km or more), you are entitled to compensation. The specific amount of this compensation is determined by national regulations, but it should not be less than €1,200 per item of luggage.
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In the event that your wheelchair or other mobility aid is damaged or lost during the journey, you have the right to compensation that covers the cost of replacing or repairing the item. This ensures that passengers who rely on mobility aids are not left at a disadvantage due to loss or damage to their equipment during bus or coach travel.

Injured in a bus or coach accident

If you are injured in a bus or coach accident during a long-distance journey (250 km or more), you have the right to compensation. The specific amount of this compensation is determined by national regulations, with a minimum threshold set at €220,000 per passenger.

In addition to financial compensation, the bus or coach operator is responsible for providing immediate assistance.
​This includes:
  • First aid: The operator should ensure that you receive necessary first aid, such as calling an ambulance.
  • Addressing immediate practical needs: The operator must help with any immediate requirements you may have following the accident. This can include providing food, clothing, and, if necessary, arranging accommodation.

​These measures are in place to ensure that passengers involved in bus or coach accidents during long-distance journeys receive both appropriate financial compensation and immediate practical assistance.

If you are a dependant of a victim of a fatal bus or coach accident

If you are a dependant of a victim of a fatal bus or coach accident, you have the right to compensation, including funeral expenses. The exact amount of compensation is set by national rules (the maximum limit should not be less than €220,000 per passenger).

EU case-law on Passenger Rights

HAVE YOUR RIGHTS BEEN VIOLATED?


If you believe your rail passenger rights within the EU have been violated following one or more of the described accidents and you didn't receive assistance, you should first lodge a complaint with the railway company within 3 months of the incident. The company is obliged to respond with a reasoned reply within 1 month, though this may extend to 3 months in justified cases.

If the railway company does not respond or if you are dissatisfied with their response, you can escalate your complaint to the relevant national authority in your country. This should be done within 3 months of your complaint's rejection by the railway company. Your complaint should be directed to the authority that issued the railway company's license. The national authority should complete their complaint-handling process within 3 months, or 6 months for complex cases, providing a non-binding legal opinion on further actions.

Additionally, you can pursue out-of-court resolutions through an Alternative Dispute Resolution (ADR) entity or the Online Dispute Resolution (ODR) platform, if the ticket was purchased online. Note that ADR and ODR are available only to EU residents.

If these measures don't resolve the issue, you have the option to initiate formal legal action. You can file a claim for compensation under EU rules through the European Small Claims procedure or bring the case before national courts where the rail operator is registered. Be aware that the time limits for court actions are subject to national rules in each EU country.

For further assistance, you can consult your local European Consumer Centre, which offers help and advice on issues related to rail passenger rights.
Disclaimer

The information provided on this webpage regarding passenger rights is intended for general guidance and informational purposes only. While we strive to ensure that the information is accurate and up to date, it may not be comprehensive or reflect the most current legal developments. The details provided are based on the information available from the European Commission, and we make no representation or warranty of any kind, express or implied, regarding the accuracy, reliability, or completeness of this information.

Please be aware that transportation companies may have their own policies and interpretations of passenger rights which may not always align with the information presented here. As such, eEuropa Belgium cannot be held responsible for any discrepancies or differences in the application of passenger rights by individual transportation companies.

Additionally, eEuropa Belgium shall not be liable for any errors, omissions, or inaccuracies in the content, nor for any actions taken in reliance thereon. This website is not intended to provide legal advice, and visitors should consult with their own legal advisors before making any decisions based on the information provided here.

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Visitors are encouraged to verify the currentness and applicability of the information with the respective transportation companies and to seek professional advice as necessary.