General passenger rights bus - Agency for Passenger Rights

To which bus connections do passenger rights apply?

The EU passenger rights are fully valid under the following conditions:

Scheduled services: The journey takes place according to a published timetable.
Place of departure or arrival within the EU or EEA
Minimum distance of 250 km; the bus route is at least 250 kilometers long.

It is not clearly regulated whether the distance threshold of 250 kilometers provided for in the EU regulation refers to the distance actually traveled by the passenger or the entire scheduled service.

According to the European Commission and the apf, the EU regulation applies to all national and international scheduled services that exceed this threshold. Sections of such connections also fall under the protection of passenger rights.

§ The legal basis is Article 2 of Regulation (EU) 181/2011.

Important: Note the route length

Regulation (EU) 181/2011 does not stipulate that passengers must use the entire route. However, there is no legally binding interpretation of this regulation.

What general passenger rights apply to bus transportation?

Bus passengers have limited passenger rights under certain conditions. This concerns:

Scheduled bus journeys of less than 250 km
If the route is less than 250 kilometers, only reduced passenger rights apply.
International scheduled bus services outside the EU/EEA
If a significant portion of the route is traveled with at least one stop outside the EU or the EEA, your rights are limited.
This restriction no longer applies in Austria.
Coach transport
Passenger rights are only applicable to a limited extent in non-scheduled coach transport.

§ The legal bases are Art. 2 Para. 2 (regular bus services with a route length of less than 250 kilometers) and Para. 3 (coach services) of Regulation (EU) No. 181/2011.

Claims of coach passengers under these conditions

Non-discriminatory fares
Bus companies must offer uniform ticket prices for all passengers - regardless of nationality or place of residence.
§ The legal basis is Art. 4 Para. 2 of Regulation (EU) No. 181/2011.
Carriage of persons with disabilities or reduced mobility
Carriers and ticket sales points may not refuse carriage or ticket purchase to passengers with disabilities or reduced mobility.
Exception: Technical or safety-related reasons (e.g. unsuitable vehicle design or inadequate infrastructure).
§ The legal basis is Art. 9 of Regulation (EU) No. 181/2011.
Compensation for loss of or damage to mobility aids
If a wheelchair or other mobility aid is damaged or lost by the bus company or at the bus station, the replacement value must be reimbursed or the repair must be covered.
§ The legal basis is Article 17 (1) and (2) of Regulation (EU) No. 181/2011.
Disclosure Requirements and Appeal Procedures:
Bus companies and bus station operators must inform passengers of their rights and provide contact information for filing complaints. This includes:
- Changes to the schedule
- Information on Passenger Rights
- Complaint contact points and enforcement agencies