Cancellations and delays
Coach companies have an obligation to look after you if your coach is cancelled or more than 90 minutes late departing on a trip of at least 250 kilometres that, according to the timetable, takes over three hours. This means providing you with free snacks, meals or drinks if these are available on the coach or in the coach terminal or if they can be procured without unreasonable inconvenience. If an overnight stay is necessary, you can also ask the coach company to put you up in a hotel and to arrange transport between the hotel and the coach terminal. Coach companies do not have to provide accommodation if the delay is caused by adverse weather conditions or a natural disaster.
Breakdowns and accidents en route
If a coach breaks down en route, the coach company has an obligation to provide a replacement vehicle or arrange for passengers to be transported by other means to a suitable waiting facility or a terminal from where the trip can continue.
In the event of an accident, coach companies have an obligation to attend to passengers’ immediate needs. In these circumstances, you can ask the coach company to arrange services such as accommodation, food, clothing, transport and first aid.
For information about filing complaints, see Complaints.