The European Regulation (EU) No. 181/2011 concerning the rights of passengers in bus and coach transport¹ establishes the minimum rights for passengers who are traveling by bus within the European Union.
- Passengers may not be discriminated against based on their nationality with respect to the contract conditions and tariffs applied by carriers.
- Carriers shall issue a ticket (where applicable in electronic form) or other documents to the passenger that give entitlement to transport.
- You may not be discriminated against as a passenger with a disability or reduced mobility. This means that you have the same right to transport unless this is inadvisable due to applicable health and safety requirements, the design of the vehicle or the infrastructure of the bus stops and terminals. Should it be necessary, you can request to be accompanied free of charge by another person who is capable of providing the assistance required to enable transport.
- In the event that a carrier refuses to accept a reservation or to issue a ticket to you as a passenger with a disability, the carrier will inform you about any acceptable alternative service operated by the carrier. You have the right to immediately be informed about the reasons for the refusal to provide transport – and upon request in writing within five days of issuing the request.
- As a passenger with a disability or reduced mobility, you have the right to financial compensation for the loss or damage of your mobility equipment or your assistive devices equal to the cost of replacement or repair. The prerequisite is that the loss or damage was caused by the carrier.
- You have the right to the receipt of adequate travel information during the entire journey, in the event of cancellation or delayed arrival.
- You have the right to the receipt of information about the rights granted to you under this regulation. As a passenger with a disability or reduced mobility, you will be provided with this information upon request in an alternative format accessible to you, if this is possible.
- In the event of a cancellation or if a journey of a scheduled duration of more than 3 hours is delayed for more than 90 minutes, you have the right to receive snacks, meals or refreshments or, if necessary, the right to reimbursement of the cost of accommodation of up to 80 euros per night for at most two nights. The carrier is released from the obligation of reimbursing the costs of accommodation in the event of severe weather conditions or natural disasters.
- In the case of overbooking, cancellation or a delay in departure of more than 120 minutes, you as the passenger are entitled either to reimbursement of the ticket price or to change your booking. If the carrier fails to offer you this choice, you have the right to compensation amounting to 50% of the ticket price.
- You have the right to protection and assistance in the event of personal injury, losses or damage due to accidents, in particular with respect to your immediate practical needs. These include the reimbursement of the costs of accommodation of up to 80 euros per night for at most two nights.
- As a passenger with a disability or with reduced mobility, you have the right to commensurate assistance at designated bus terminals free of charge.
- You can submit complaints to the carrier within three months. You then have the right to receive a response within a month. Should you object to the response, you may choose to
- contact the carrier again
- contact the German Conciliation Body for Public Transport:
SÖP Schlichtungsstelle öffentlicher Personenverkehr e.V.
Telephone + 49 (0)30 – 6449933-0 (Monday to Friday from 10 a.m. to 4 p.m.)
Fax +49 (0)30 – 6449933-10
Online conciliation request for bus transport:
You can review the full regulatory text at: https://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2011:055:0001:0012:EN:PDF
The bus driver can also provide you with a copy.
¹ Regulation (EU) No. 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No. 2006/2004 (Official Journal of the European Union of 28 February 2011, No. L 55, page 1 ff.)