Your rights on bus services
from Jürgen Vogl
Right to travel information
Companies or bus station operators must inform passengers about delays and cancellations as well as the expected effects as soon as possible, but no later than 30 minutes after the scheduled departure time. Information must be provided via the available channels (e.g. ticket counters, ticket machines, notices, monitors and, if possible, electronically).
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Right to care services
If the journey is canceled or the departure is delayed by more than 90 minutes (if the journey is scheduled to take more than three hours), passengers are entitled to care services. Specifically, this means that the carrier must provide food and drink in proportion to the waiting time, insofar as this is possible. If a stay of one night or more is necessary, the company must provide passengers with free accommodation in a hotel or comparable accommodation and organize transfers to and from the bus station. Companies may limit the maximum amount for hotel accommodation to 80 euros per person and the maximum duration to two nights.
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Right to alternative transportation and compensation for delays
If the departure is delayed by more than 120 minutes or the journey is canceled altogether, passengers can forgo the onward journey and - if necessary - make the return journey free of charge. In this case, they are entitled to a pro rata refund of the fare free of charge. Alternatively, passengers can continue their journey at the earliest possible time at no additional cost and under comparable conditions. If the carrier does not offer a choice between continuing the journey and reimbursement of the ticket price, the passengers concerned are entitled to additional compensation of 50% of the original ticket price.
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