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Rights of passengers

FlibTravel International SA
flibco.com
4, Rue Belair
L-4514 Differdange
GRAND DUCHY OF LUXEMBOURG


Managing Director: M. Sales Marc

VAT-Number: LU26140310
RC Luxembourg: B177392
Service Center:
Luxembourg: 900 75 700 (0,55/min)
France: 0970 441 433 (0,55/min)
Germany: 0180 150 7570 (0,55/min)
Belgium: 070 211 210 (0,55/min)
Portugal: +351 261 95 10 10 (0,55/min)
International: +352 50 55 62 1 (0,55/min)
mo-fr 8.00-18.00 / info@flibco.com / www.flibco.com
Rights of passengers in bus and coach transport, according to the 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 from 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 an accident of a bus and coach
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 transport services by bus and coach, regardless of age, nationality or people with reduced mobility. Each person has the same rights to those of other citizens, with regard to 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 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 from passengers with reduced mobility

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

2.2. Our service offers the ability to assist those people to ascend or descend the bus or coach. A request, at least 36 hours before the scheduled departure is preferred. Our buses and coaches do not have ramps for raising a wheelchair. The wheelchair, if foldable, can be placed in the baggage compartment. In case the person cannot walk or move, an accompanied person is suitable. The accompanied person shall be transported free of charge, if a written request is made within 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 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 is occurring a long delay or encounters a cancellation, the carrier manages to inform the passengers of the situation in an electronic format, and that, based on information provided by passengers when they register on the carrier's website. This communication takes place as soon as possible and not 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, at no additional cost and under comparable conditions, as set out in the transport contract, at the earliest opportunity.
b) Reimbursement of the ticket price, and, where relevant, 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 an accident of a bus and coach

In the event of an accident of a bus and coach, the 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 enters into force.

5. Complaints

5.1. The passenger’s complaint is accepted only in writing form (electronically or by mail). This must be sent to our customer service.

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 the carrier is not obliged to make a compensation.
The Carrier manages to respond on the request within a deadline of 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