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Passenger rights

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Following a proposal made by the Commission in December 2008 the Council and the European Parliament adopted on 16 February 2011 Regulation 181/2011 concerning the rights of passengers in bus and coach transport . The Regulation was published on 28 February 2011 in the Official Journal of the EU and its provisions apply as from 1 March 2013.

The EU rules oblige Member States to designate "national enforcement bodies", whose role is to verify that transport operators are treating all passengers in accordance with their rights. Passengers who believe that they have not been treated correctly should contact

  • the national enforcement body of the Member State from which the service departed, or 
  • in case of services departing from third countries the national enforcement body in the Member State of the bus terminal or bus stop of arrival.

National Enforcement Bodies pdf - 225 KB [225 KB] according to Regulation (EU) No 181/2011 concerning the rights of passengers in bus and coach transport.

List of bus terminals pdf - 504 KB [504 KB] designated by the Member States where disabled persons and people with reduced mobility can receive appropriate assistance.

Information material

Information material on passenger rights can be ordered at move-infocampaignmaterial@ec.europa.eu.

Please make sure to provide full contact details (name of a contact person, full postal address (no PO Box) and a telephone number) together with the precise number of documents and language versions.