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Passenger rights in bus services for routes under 250km

The European Regulation (EU) No. 181/2011 on the rights of passengers in bus and coach transport¹ establishes minimum rights for passengers traveling by bus within the European Union.

  • You must not be discriminated against based on your nationality regarind fares and contract conditions.

  • As a passenger with a disability or reduced mobility, you must not be discriminated against. This means that you have the same right to transportation, unless there are health requirements or safety regulations, the design of the vehicle, or the infrastructure of the stop that prevent it.

  • As a passenger with a disability or limited mobility, you are entitled to financial compensation in case of loss or damage to your mobility aid or assistive device, up to the replacement value or repair costs. This is provided that the loss or damage was caused by the carrier.

  • You are entitled to appropriate travel information throughout the entire journey.

  • You are entitled to receive information about the rights under this regulation. As a passenger with a disability or reduced mobility, this information will be provided to you in an accessible format upon request, if feasible.

You can view the full text of the regulation here.

You can submit complaints to the carrier within three months. You are then entitled to a response within one month. If you have objections to the response, you can:

  • contact the carrier again,

  • contact the arbitration board: söp Schlichtungsstelle für den öffentlichen Personenverkehr e.V., Fasanenstraße 81, 10623 Berlin, Tel.: 030‐644 99 33‐0, or

  • contact the national enforcement body for bus transport: Federal Railway Authority, Heinemannstraße 6, 53175 Bonn, Tel: +49 228 30795‐400, Fax: +49 228 30795‐499,

  • Email: fahrgastrechte@eba.bund.de, www.eisenbahn‐bundesamt.de.

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.).