Passenger rights

An EN regulation on transport companies' obligations came into force on 1 March 2013. These are the most important issued covered by the directive. You can print them out if required.

Your passenger rights on bus services under 250 km in length

Regulation (EU) No 181/2011 on the rights of passengers in bus and coach transport¹ lays out a minimum level of rights for people using bus services within the EU.

Passengers may not suffer discrimination regarding fares and contract conditions due to their nationality.

Passengers a disability or limited mobility may not suffer discrimination due to this condition. This means that they are entitled to transportation provided it is not contrary to current health or safety requirements and the design of the vehicle or infrastructure of the stop do not prevent it.

If you are a passenger with a disability or reduced mobility, you are entitled to financial compensation in the event of the loss of or damage to your mobility aid or support appliance. This compensation shall equal the replacement value or repair cost of your mobility aid or support appliance. It shall only be paid out if loss or damage is due to the transport provider.

Passengers are entitled to receive information about their rights arising from this regulation. Passengers with a disability or reduced mobility must receive this information in a form that they can use, provided this is possible.

Passengers are entitled to suitable travel information during the entire journey.

You have three months to lodge complaints with the transport provider. You are entitled to a reply within one month. If you have any objections to the reply, first get in touch with the transport provider and then with one of the following bodies: Germany's dispute arbitration board for public transport – Schlichtungsstelle für den öffentlichen Personenverkehr e. V. (söp), Fasanenstrasse 81, 10623 Berlin, tel. +49 (0)30 64499330, fax +49 (0) 30 644993310; Germany's national for coach transport – Eisenbahn-Bundesamt, Heinemannstrasse 6, 53175 Bonn, tel. +49 (0) 228 30795400, fax +49 (0) 228 30795499, e-mail:,

¹ Regulation (EU) No 181/2011 of the European Parliament and Council, dated 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, pp. 1).