Send your complaint to the company in writing and in a verifiable form:
- E-mail dispatch with read confirmation
- registered letter
- Screenshots
How long does the company have to respond to a complaint?
- Passengers who wish to submit a complaint to a company under the bus passenger rights must do so within three months of the actual or planned transport.
This does not apply to claims for damages in accordance with Article 7 (death of or personal injury to passengers and loss of or damage to luggage). - The company then has one month to announce whether it will accept the complaint, reject it or still process it.
- A final response must be given within three months of receipt of the complaint.
Art. 27 of Regulation (EC) No. 181/2011
Deadline table
| Relevant incident | Submission of the complaint to the company | Initial response from the company | Final response from the company |
| 0 days | up to three months after the incident | until one month after filing the complaint | up to three months after filing the complaint |
Tips for submitting complaints
When can passengers contact the apf?
Passengers can contact apf after the following deadlines:
- if there is no response from the company within one month
- After rejection of the claim by the company
- If no agreement has been reached with the company after three months
Regulation (EU) 181/2011
Bus/Coach
- No initial response from the company after one month?
- An agreement after three months?
- No reaction from the company?