What can I do if the bus is cancelled, overbooked or delayed by more than 90 minutes?

• In the event of a bus cancellation or delay of more than 90 minutes (and if the trip is scheduled to last more than three hours), passengers will be offered meals and refreshments in reasonable proportion to the waiting time, if available and possible on the spot.
• If a stay of one night or more is necessary, passengers must be provided with overnight accommodation at a hotel or comparable accommodation. Companies may limit the maximum amount of hotel accommodation to EUR 80 per person and the maximum duration to two nights.
• It is generally recommended you contact the respective company beforehand.

The legal basis is Article 21 of Regulation (EU) No 181/2011.

 

What can I do if the bus is cancelled, overbooked or delayed by more than 120 minutes?

• Abandon the onward journey, return free of charge and apply for a reimbursement (proportionate and free of charge) of the fare.
• Continue the trip as soon as possible at no additional cost and under comparable conditions.
• Additional reimbursement claims of 50 per cent of the original ticket price arise if the carrier does not offer the choice between onward travel and reimbursement of the ticket price.
• It is generally recommended you have the bus company issue confirmation of the bus delay or cancellation.

The legal basis is Article 19 of Regulation (EU) No 181/2011.