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Klienditeenindusbüroo

Praha, Czech

Lviv, Ukraine

Õiguslik teave

INFOBUS s.r.o.

IČ: 24245224

DIČ: CZ24245224

Kuidas meiega ühendust võtta?

Ticket purchase

After making a reservation, the information about the order and the option to pay electronically will be displayed. Depending on the chosen currency, you will be presented with different payment methods: GPwebpay, PayU, PayPal, WayForPay, PrivatBank. Choose the appropriate option and complete the payment.

You can pay in cash:
- in our office in Ukraine (city of Lviv, Chernivetska street 9);
- in self-service terminals in Ukraine (Privat Bank);
- money transfer in PLN, CZK, EUR  to our bank account.
In all other cases, payment can only be made by credit card online.

There may be several reasons for an unsuccessful payment:
-insufficient funds;
-your card is not activated for online payments;
-you have exceeded your daily online transaction limit set by your bank;
-your card is not activated for international payments;
We advise you to contact your bank for troubleshooting. After contacting the bank, try to pay again.

- after successful payment, we recommend checking the email that you provided when booking. The letter with the ticket in the attachment is automatically sent to the email;
-
check the "spam" folder;
- check if the provided email address is correct;
- if you still haven't received a ticket - contact our support service.

It all depends on the carrier. Information available at "details of route".

This exchange form/voucher must be exchanged for a boarding ticket at the bus station ticket office at least 30 minutes before the departure.

If the seat number is not indicated on the ticket, it means that the carrier does not provide an option to select a specific seat on this route. The seat will be provided by the driver or route attendant when boarding.

If you made a mistake - immediately contact our 24/7 support team. You can call, write an e-mail or message the online chat on our website.
On some bus routes, up to three errors in passenger data are allowed. For some routes, a passenger
 data change fee may be charged.
It is recommended that youre turn your railway and air tickets and exchange them for new onesYou need to contact our support service (UKR railway tickets can be returned only at the ticket offices of Ukrainian railway stations).
When traveling to European countries, you must indicate the surname and name according to the passport. Please note that tickets are valid only for the indicated passenger when buying a ticket, you must indicate the details of the person who will be traveling.

In order to reschedule your ticket, you need to contact the call center, write an e-mail or message in the online chat on our website. For some routes, a fee may be charged for rescheduling.

Contact our support team in order to change the departure/arrival point. If the new ticket price is higher, the passenger must pay the difference. Some carriers charge for this service, even if the ticket prices are the same.

Ticket refund

Your booking will be canceled automatically when it expires in the absence of payment.

After payment, a letter with a link to the order is automatically sent to your e-mail. By following this link, you need to click ticket return. There will also be a window showing the amount to be returned and the amount to be withheld. You can either delete the entire order or specific tickets.
You can also go to the order using your personal account.
If you cannot find your order, you can send us an e-mail with a request for a refund (you must indicate the ticket number in the letter) or contact our 24-hour support service.

-if the payment was in cash at the company's offices:
UKR Railway tickets can be returned only at the ticket offices of Ukrainian railway stations. The money will be returned directly at the station ticket office.
-if the payment was made by credit card on the website:
To return UKR railway tickets, you must contact any ticket office at a railway station in Ukraine. At the ticket office, you will be given a receipt, with the specified amount to be returned. This receipt must be sent to the support email
info@infobus.eu. The money will be returned to the card within 3-10 banking days.
You can return railway tickets of European countries, as well as bus tickets can be returned by you
 (by the link in E-mail or in your personal account) or contact our support service.

Air tickets can only be returned by contacting our support team.

In case of route cancellation by the carrier company, we immediately contact passengers, inform them about the cancellation of the route, and offer alternative trips or other solutions. If no alternative options are available, the passenger will receive a full refund for the unused trip.

Each carrier has its own ticket refund policy.
Depending on how much time is left before departure, there is a ticket retention rate - that amount  is deducted from the passenger. 
You can check the refund policy in the Details of route, and in the ticket.

For a ticket purchased on the website www.infobus.eu  a refund will be automatically to the account from which the payment was made.
If you paid by transfer to an account, or in a self-service terminal in cash, you need to send a letter with your bank details to our email address.

Questions about the trip

The time of departure/arrival is always indicated in local time, i.e. the local time in the city from which you departure/where you arrive.

Detailed information about the departure point will be indicated on the ticket. Most of the tickets have a map with an approximate departure point on it.  If the bus does not arrive at the indicated departure time, we recommend contacting our support service. 

The website contains schedules received directly from carriers.
Due to traffic jams, repair works, poor weather conditions, delays caused by border control, vehicle malfunction, there may be deviations in the bus schedule. Such cases are the result of unavoidable situations over which the carrier has no influence.

If you doubt or are not sure that you are in the right place of the departure, or cannot find your bus or carrier, which are indicated on the ticket, we strongly recommend calling the carrier’s contacts indicated on the ticket. If the carrier does not answer, immediately call the Help Line. In the event that this does not happen, it is assumed that the passenger is late.

Information about whether there will be a transfer on the route can be viewed when choosing a ticket on the website.  There are routes where a transfer is made from one means of transport to another (for example, bus + train), this information is also displayed when choosing a route.
We would like to draw your attention to the fact that there are two types of transfers: organized and unorganized.
During an organized transfer, the driver or accompanying person will provide you with all the information and transfer you to the next route, so you do not need to do it by yourself.
During an unorganized transfer, after arriving at the intermediate point, you independently wait for your next route and board with your ticket.
If you have any additional questions about the route, you can always contact us or the carrier by the contacts indicated on the ticket.

Information about the bus color, brand, license plate and driver's phone number (if provided by the carrier) can be clarified by contacting us via the information provided on the ticket, or by contacting our support service the day before departure.

The buses carry out scheduled routes and therefore must adhere to the schedule. As a rule, the bus cannot wait for late-arriving passengers. We recommend you be at the pick-up point 30 minutes before departure.

You can view the baggage allowance in the route "details of route". This information is also indicated in the purchased ticket.

Additional luggage is accepted only if there is free space in the luggage compartment of the bus.  This also comes with an additional fee. The free space in the luggage compartment is determined by the driver when boarding, taking into account the total number of passengers on the bus, the distribution by city, and other factors.

To clarify this information, select the route you are interested in and press the ""Details of route" button, this field will display the route details.
If there is no additional information on the site, we recommend contacting our support service.

Within 7 days after the trip, an automatic letter with the option "leave a review about the carrier" will be sent to the email specified in the order. Your message will be displayed to all website visitors.

We make a lot of effort to improve the quality of service, and we want to correct the mistakes and unpleasant situations faced by  our customers.
If you want to make a complaint, you can do this by writing to us at info@infobus.eu describing the problem you have encountered. Our managers will help you to rectify the issue.

Bonuses

A bonus is a unique part of our website. Bonuses are accumulated when paying for orders. The accumulated bonuses can be used as a discount for paying for subsequent orders. 100 bonuses = 1 EUR. Using Bonuses can reduce the ticket price by up to 50%.

A bonus card is a virtual discount card with a seven-digit number.  These can be obtained by registering on our website for further bonus accrual with each purchase.

Each time  you will need to  registered on the site or logged in during the ordering process, the bonus card number will be entered automatically. After paying the booking, bonuses will be credited to your card, which can be further used as a discount when paying for subsequent orders.

If you want to use the accumulated bonuses to buy a ticket, you need to check the “use bonuses” checkbox when booking. The ticket price will be automatically calculated taking into account bonuses, which will be automatically withdrawn from the card.

 

The bonus card number is displayed on the website www.infobus.eu  in the "My tickets -- Log in" section. Also, when registering on our website, an e-mail is sent to you, which contains the bonus card number.

Contacts

We work seven days a week non-stop!
The call center operates 24 hours a day!


Lviv office:
Monday to Friday from 9:00 to 18:00
Saturday and Sunday office is closed

INFOBUS has an international call center. In the "Contacts" section following the link https://infobus.eu/contacts  you can select the country, and the website will display all possible options for communication. The call center operates 24 hours a day, you can contact us at any time.

Also you can Call for free from website.

Promo Code

A promo code is a unique set of characters/words that allows you to get a certain discount from our company for any bus trip.

In order to use the Promo Code, during the booking of tickets, just enter it in the appropriate field and click the "Apply" button. Before confirming the reservation, please check the entered data. In case of an error, the Promo Code will no longer be valid when editing and re-booking. During payment, the Promo Code discount will be taken into account automatically. 

Information about all current Promo Codes is provided in electronic form and can also be found on the official INFOBUS resources, in particular on the website and Instagram, Facebook and Telegram pages.

In the "Blog" section, we have an article in which we have collected the most relevant information, which can be found at https://infobus.eu/en/blog/infobus-promo-codes-how-to-use-them 

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