Travelling by bus in the EU: what are your rights?

If you travel more than 250 km by bus to or from the European Union, you are protected by certain rights. European regulation 181/2011 protects you, for example, if your bus is late or cancelled.

Booking your tickets

• Check the departure and arrival locations of the bus. Some stops are located outside bus stations.
• Choose your schedule wisely if you have any imperatives (flight boarding, appointment…). In case of delay due to traffic jams on the road, you will not be entitled to any compensation.
• Your trip may consist of multiple transfers. Check your ticket and ask the bus driver for help if needed.
• If you travel beyond French borders, make sure you take your valid passport or identity card. Bus drivers do not make systematic checks at departure but national control authorities may board the bus to do so during the trip.
• Minors are also required to travel with a valid identity document and an official authorisation to leave the country if they live in France and are traveling alone, with a single parent, or with another adult. Find out more before you leave.

During your bus trip

Pay attention during breaks! If you miss your departure time, the bus may leave without you. Bus drivers are not required to check that all passengers are present before departure. It’s up to you to respect the break time announced by the driver and to get back on the bus on time.

If your bus trip is cancelled or delayed on departure by more than 2 hours, you have the choice between:

• A re-routing to your destination without extra charges and under similar conditions;
• And the ticket refund (and if applicable, a free return to the initial departure point).

If you did not have this choice, you are entitled to the reimbursement of your ticket AND a compensation equivalent to 50% of the ticket price. The bus line must pay you this amount within one month of filing the claim.

For trips longer than 3 hours that are cancelled or delayed by at least 1h30, you are entitled to free assistance consisting of:

• Drinks, snacks or meals in reasonable quantities according to the waiting period;
• Accommodation if necessary. The company may limit your stay to two nights with a maximum compensation of 80 euros per night. They are not required to assist you in this way in case of exceptional circumstances such as extreme weather or natural disasters.

Unless you booked your tickets as part of a package (for example, some airlines will offer a bus ticket to the airport coupled with a plane ticket), you are not entitled to a refund or free rerouting. Tickets purchased separately do not offer any guarantee of a bus-train or bus-plane connection. You may be able to sue for compensation if you can prove that the bus operator is at fault. To avoid this kind of risk, plan sufficiently to ensure you have enough time between your different modes of transport.

During the whole trip, your luggage remains under your responsibility. The carrier is responsible only in case of a bus accident.

Do not leave your personal belongings on your seat during breaks. Whether the bus driver locks the bus or not, they are not responsible for your belongings. If your backpack is stolen, you have no recourse against the bus driver.

Keep an eye on the luggage you have placed in the hold under the bus. In case of theft, you are not guaranteed compensation from the bus company. There are no compensation rules, unless the company’s general terms and conditions stipulate otherwise. Before departure, consider taking a photo of the contents of your suitcase. Avoid leaving valuable objects in luggage that will not be in your sight the whole time.

In the event of theft, file a police report, then file a claim with the bus company along with receipts or invoices of your stolen goods. Don’t forget your insurance (credit card or otherwise). A refund of the contents of the suitcase will only be considered if you can produce proof of ownership of the lost items.

You are protected in case of refusal to board

A disability or reduced mobility cannot justify a refusal to board. The bus company can neither refuse a passenger nor request a supplement from a passenger for these reasons.

There are two exceptions to this:

• If on-board safety is not guaranteed;
• If the vehicle or infrastructure (stops, bus stations, etc.) do not allow travel under safe and operationally feasible conditions.

If this is the case, you can ask for a person of your choice to accompany you free of charge to make up for any security problems that might affect the feasibility of the trip.

You are entitled to assistance

All passengers with reduced mobility or disabilities are entitled to special assistance in bus stations and when boarding and disembarking from the bus. If necessary, a companion of their choice can travel with them free of charge.

Remember to inform the bus line of your needs at least 36 hours before departure!

Find out more on the websites of the European Commission and the Direction Générale de la concurrence, de la consommation, et de la répression des fraudes.