Were there disruptions during your planned bus journey? Then you may have rights under the European Passenger Rights Regulation. In addition, there may be contractual claims.
Passenger rights for coach passengers are less extensive than for rail or air travel. Another special feature is that in the event of delays, only the delayed departure and not the delayed arrival is decisive. These deviations are justified by the special features of road transport.
If the departure is delayed by at least 120 minutes, the bus trip is completely canceled or the booked seat is taken by another passenger, then passengers have the choice between a refund of the full ticket price or free replacement transportation at the earliest possible time.
If this choice is not offered by the bus company, there is an additional claim for compensation amounting to 50% of the ticket price.
The bus company must inform the passengers of the delay or cancellation no later than 30 minutes after the scheduled departure time.
If the scheduled journey time is more than three hours, the bus company must provide meals and drinks and, if necessary, overnight accommodation if the departure is delayed by more than 90 minutes or if the bus journey is canceled.
If the long-distance coach becomes inoperable during the journey, either the continuation of the journey with another vehicle from the location of the breakdown or transportation to a suitable waiting point or bus station must be offered.
You can submit your conciliation request conveniently online here – not only for long-distance coach travel but also for rail, air, public transport, package tours or boat trips.
In addition to transportation, the company must also ensure the safe arrival of passengers and their belongings. If the company breaches its obligations and luggage is damaged or lost as a result, passengers may be entitled to claim compensation from their contractual partner. Example: An item of luggage stowed by passengers in the luggage compartment of the long-distance coach can no longer be found after arrival at the destination. The exact circumstances of the loss are unclear. However, the company must ensure that the luggage is stored safely from the time it is collected until it is handed over. Security risks are likely to lie above all in the regularly unmonitored removal of baggage. However, a claim for reimbursement of the costs of the lost baggage is not given in full due to the loss of value over time. When calculating the amount of compensation, it is not usually the new price that is taken into account, but only the current value (discount in relation to age).
The interests of people with disabilities or reduced mobility deserve special protection. It follows from Regulation (EC) 181/2011 that they must not be discriminated against, for example by being denied travel or only being allowed to travel at higher prices. This applies regardless of the scheduled route. However, the regulation allows the company to refuse transportation if, for example, the vehicle does not physically allow a person with a disability or mobility impairment to board or alight. It is therefore advisable to consult the company before booking or starting the journey.
In the event of discrimination, claims for damages and/or compensation under the German Civil Code (BGB) or the General Equal Treatment Act (AGG) may also be considered.
Whether a claim actually exists in your case depends on the specific individual case. The presentation of rights is only intended to provide an initial overview and is not exhaustive.
The European Union website provides a comprehensive presentation of passenger rights for coach passengers.
