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Passenger rights

PASSENGER RIGHTS IN BUS AND COACH TRANSPORT, ACCORDING TO REGULATION (EU) NO 181/2011 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL OF 16TH FEBRUARY 2011.

 

Subjects :


1. Right to transport & exceptions and special conditions
2. Use of bus and coach for passengers with reduced mobility
3. Adequate protection in the event of cancellation or long delay of a bus and coach
4. Adequate protection in the event of a bus or coach accident 
5. Complaints

 

1. RIGHT TO TRANSPORT & EXCEPTIONS AND SPECIAL CONDITIONS

1.1. Person who is in possession of a valid ticket for the Service. (GTC, article 3)

1.2. Each person should have the opportunity to use our bus or coach transport services, regardless of age, nationality or whether they have reduced mobility. Each person has the same rights to those of other citizens, regarding free movement, freedom of choice and non-discrimination. 
The carrier may refuse a person with reduced mobility to board, if it is physically impossible to take them on board, alight or carry the person with reduced mobility in a safe and operationally feasible manner.

1.3. When purchasing a valid ticket for the flibco.com service, the ticket will be issued to the customer in an electronic format. On the day of departure, the ticket may be presented in this form to the driver.

 

2. USE OF BUS AND COACH FOR PASSENGERS WITH REDUCED MOBILITY

2.1. People with reduced mobility should have the opportunity to use the bus and coach transport services. Those people have the same rights to those of all the other passengers.

2.2. Our service offers assistant to those people to board or leave the bus or coach. We ask that a special request is made at least 36 hours before the scheduled departure. Our buses and coaches do not have wheelchair ramps. The wheelchair, if foldable, can be placed in the baggage compartment. If the passenger cannot walk or move, they will need to have an accompany person with them. The accompanying person shall be transported free of charge, if a written request is made at least 36 hours before the scheduled departure.

2.3. The carrier may refuse a person with reduced mobility to board, if it is physically impossible to take them on board, alight or carry the person with reduced mobility in a safe and operationally feasible manner.

 

3. ADEQUATE PROTECTION IN THE EVENT OF CANCELLATION OR LONG DELAY OF A BUS AND COACH

3.1. In the event a bus or coach incurring a long delay or cancellation, the carrier will inform the passengers of the situation electronically. They will do this using the information provided by passengers when they register on the carrier's website. This communication will take place as soon as possible and no later than thirty minutes after the scheduled departure time.

3.2. Where the carrier reasonably expects a regular service to be cancelled or delayed for more than 120 minutes, the passenger shall immediately be offered the choice between: 
a) Continuation or re-routing to the final destination as soon as possible, at no additional cost and under the same conditions as set out in the transport contract. 
b) A refund of the ticket price, and, where applicable, a return service by bus or coach free of charge to the first point of departure, as set out in the transport contract, at the earliest opportunity.

 

4. ADEQUATE PROTECTION IN THE EVENT OF A BUS OR COACH ACCIDENT

In the event of a bus or coach accident, regulation (EU) N° 181/2011 of the European Parliament and of the council concerning the rights of passengers in bus and coach transport, Chapter 2, Article 7 shall be enforced.

 

5. COMPLAINTS

5.1. Passenger complaints can only be accepted in writing (email or post). This must be sent to our customer service department.

5.2. The complaint must be made within three months after the date of the event. If this deadline is not respected, the carrier will respond with a short explanation to the request but will not be obliged to pay the passenger compensation. 
The Carrier shall respond to the request within three months.

 

Belgique/België/Belgium

Service Public Fédéral Mobilité et Transports / FOD Mobiliteit en Vervoer – Directoraat-generaal Wegvervoer en Verkeersveiligheid (responsible for international services)

Vooruitgangstraat/ Rue du progrès 56
1210 Brussel/ Bruxelles

road.passengerrights@mobilit.fgov.be
mobilit.belgium.be

Direction du transport de personnes du Service Public de Wallonie (responsible for bus transport in Wallonie)

Boulevard du Nord, n°8,
5000 Namur
Tel.: +32 8177.31.62
Fax: +32 8177.39.66

Vlaamse Ombudsdienst (for bus transport in Flanders)

Leuvenseweg 86
1000 Brussels
Tel.: +32 2 552 41 24

www.vlaamseombudsdienst.be

 

Κύπρος/Cyprus

Υπουργείου Συγκοινωνιών και Έργων (Ministry of Communications and Works)

Tel.: +357-22800288
Fax: +357-22776266

permsec@mcw.gov.cy
www.mcw.gov.cy

 

Deutschland/Germany

Eisenbahn-Bundesamt (EBA) (The Federal Railway Authority)

Heinemannstraße 653175 Bonn, Germany
Tel.: +49228/30795-400
Fax: +49228/30795-499

fahrgastrechte@eba.bund.de
www.eba.bund.de

 

France

Ministère de l'Economie et des Finances
Direction Générale de la Concurrence, de la Consommation et de la Répression des Fraudes (DGCCRF) – Sous-direction des services et des réseaux - Bureau des transports, du tourisme et du secteur automobile (Ministry of Economy and Finance)

59, boulevard Vincent Auriol
75703 Paris Cedex 13
Tél.: +33 1 40 04 04 04

 

Lëtzebuerg/Luxembourg

Communauté des transports/Verkéiersverbond
Droits des passagers

B.P. 640
L-2016 Luxembourg

secretariat@cdt.lu 
www.mobiliteit.lu

 

Magyarország/Hungary

Nemzeti Fejlesztési Minisztérium Piacfelügyeleti és Utasjogi Főosztály (Ministry of National Development - Department for Market Surveillance and Passenger Rights)

H-1066 Budapest
Teréz krt 38.
Postal address: H-1440 Budapest, P.O. Box 1.
Tel.: +36-1-3731405

puf@nfm.gov.hu

 

Portugal

Autoridade da Mobilidade e dos Transportes (Authority for Mobility and Transport)

Palácio Coimbra,
Rua de Santa Apolónia, n.º 53,
1100-468 Lisboa
Tel.: +351 211 025 800

geral@amt-autoridade.pt
www.amt-autoridade.pt