Compensation: what it is and how to get it

Every day, we receive thousands of requests with various questions and requests for which we often make charges. In this article, we want to tell you in detail what compensation is and what can be returned.

Definition and types

In simple terms, compensation is the money charged to the client for improperly provided transportation services or for another reason specified in the service rules.

They are divided:

• by the frequency of payment (one-time, monthly, annual);
• according to the size (in a fixed amount, as a percentage of the value of the in-kind collateral, in the amount of expenses);
• by recipient (able-bodied and disabled citizens, citizens of certain social categories);
• by the nature of the reasons on which they are provided;
• by the types of regulatory legal acts that establish them.
 

Compensation for different types of transportation

1. Air transportation

In accordance with the Rules of Air Transportation and Passenger and Baggage Handling, the air carrier may delay or cancel a flight for reasons beyond its control. In this case, the passenger who decided to buy a ticket may not be notified of the changes, as such situations cannot be foreseen. In all other cases, the air carrier or its sales agent is obliged to notify you of a flight delay or cancellation (not later than three hours before check-in).

In case of flight cancellation, you are entitled to:

• reimbursement of the cost of air transportation within seven days;
or
• change of route, which should be carried out under appropriate transportation conditions.

If the passengers are denied transportation, the air carrier pays compensation for the airplane tickets fully.

2. Railway transportation

You can get a full or partial refund for railway tickets if:

• train tickets are not used in full or in part;
• due to the fault of the carrier, the trip took place in a carriage or train of a lower category than indicated on the ticket;
• not all members of the group used the group ticket;
• the trip was suspended or stopped at one of the stations and the ticket was presented for return, no later than one hour after the train departed from that station.

If the tickets are refunded due to the fault of the carrier, the funds paid for the purchase of the travel document, including for services related to seat reservation, will be refunded to the passenger fully. In other cases, the passenger will be paid only the full cost of the travel document, including the commission fee and seat reservation. Return of railway tickets is free of charge.

3. Bus transportation

If you have decided to buy a bus ticket, but due to certain circumstances you can not use it, you should know the conditions under which you can receive a refund. The ticket can be returned before the bus departure in case of:

• trip cancellation or late departure of the bus;
• failure to provide the seat specified in the ticket and refusal to provide another one;
• providing a bus of a lower class than specified for transportation.

In other cases, the amount can be refunded without ticket sales fee, advance ticket sales fee, and part of the fare (depending on the date of the ticket refund).
 

Compensation from INFOBUS for bus tickets

The INFOBUS service provides compensation to customers in several cases:

• Unscheduled transfers on a flight that the carrier did not notify in advance.

Many carriers provide transportation with transfers and even combine different types of transport. This can significantly save time and money. You can read about the types of transfers available in INFOBUS here. Let's talk in more detail about unplanned transfers.

An unplanned transfer can be provoked by force majeure: bus breakdown, accident, natural disasters or other situations that the carrier could not have foreseen. In this case, compensation for bus tickets is not charged.

But a transfer that was not warned about is quite different. INFOBUS has developed its own methodology for influencing the carrier. In case of an unannounced transfer, take photos and videos of the transfer and send them to the online chat with the ticket number. We will record the incident, conduct an internal investigation, and respond within 48 hours. The compensation will be paid as soon as a representative of the company checks and confirms the fact of the transfer, which the carrier concealed.

Compensation for the difference in the cost of INFOBUS tickets that have been or will be purchased on the company's resources: website, mobile app on iOS & Android, chat-bot, as well as tickets that the client found in the process of planning a trip on another resource for the same carrier, for the same route, interval, date and time of departure.

In order to receive compensation in this case, send the number of the paid reservation/ticket to the manager in the company's online chat, along with a link to a resource or a photo of the ticket purchased at the ticket office of the bus station, travel agency, bus driver, etc. where the ticket price differs from the ticket price on the website. After receiving the information, the company representative will check everything and inform you of the amount to be charged. A prerequisite for receiving compensation is to pay for the reservation on the official INFOBUS resources. As soon as the company representative checks and confirms the difference in ticket prices, the compensation will be credited.

Important: compensation is not credited for tickets purchased on other resources with promotional price, promotional code, discount for any category of people, or through partial payment with bonuses or other methods.

Other conditions for receiving compensation:

• If a passenger decides to cancel a ticket of his/her own free will for which compensation has been accrued, the refundable amount is charged in accordance with the terms of the ticket refund.
• In case of flight cancellation by the carrier and rebooking of tickets for another flight, the amount of compensation is not canceled or deducted.
• If there was a change in the trip (time or place of departure) at the initiative of the carrier and a refund to the passenger, the amount of compensation is not canceled or deducted.

The compensation is provided by INFOBUS from its own funds. In addition, users of the service can receive additional rewards for:

1. Reviews of INFOBUS on company ratings sites. More details can be found here. 
2. Recommendations for improving the system or website.
3. A detailed review of the trip with photos and videos. Details here.

We are always at your side, so please contact us with questions or suggestions at any time, we work 24/7. We wish you a pleasant travel experience!