Menyok N.I. FOP/Agat

Good day!

We understand how upsetting it is when the bus does not arrive, the trip is disrupted, and all further plans fall through.

We contacted the carrier to clarify the situation and check the possibility of a refund. The carrier reviewed the information and confirmed that the bus arrived and departed according to the schedule. Other passengers also boarded at Krakow Airport.

Your ticket includes the following note:

"VERY IMPORTANT!!! If you doubt or are not sure that you are on the right place of the departure, or cannot find the carrier, that is indicated on the ticket, we strongly recommend to call the carrier’s contacts indicated on the ticket, but no later than 15 minutes before the departure. If the carrier does not answer, immediately call the Help Line.

In case of non-compliance with these regulations, it is considered that the passenger is late."

No requests were registered in our support system during the departure time, and since the trip did take place, the carrier unfortunately refuses to refund the ticket.

We recommend that in similar situations in the future, you contact us or the carrier in advance using the contact details provided in your ticket — this way, we can quickly help you locate the bus or resolve the issue on the spot.

We wish you only smooth and comfortable journeys in the future.

Best regards, INFOBUS!

Subject: Re: Missed Departure – Clarification Regarding Katowice Airport, Not Krakow

Dear Infobus Team,

Thank you for your response.

However, I must respectfully point out that there is a fundamental error in your assessment of the situation. My booking was not for departure from Krakow Airport, as mentioned in your message, but from Katowice Airport. This is clearly stated in my e-ticket, and I was present at the exact location indicated well in advance of the scheduled departure time.

Unfortunately, no bus arrived at Katowice Airport, and I was left without any transport. It appears that the carrier either failed to send a vehicle to the correct location or miscommunicated the departure point. As a result, your claim that the bus departed as scheduled and that passengers boarded at Krakow Airport is completely irrelevant to my case — I was never supposed to be in Krakow.

Additionally, while I do understand the importance of contacting the carrier or the support team, I must emphasize that the situation was caused by a mismatch between the booked location and the actual bus operation, not by any inaction on my part. I trusted the ticket information and arrived at the correct departure point, yet no bus showed up. Therefore, the responsibility does not lie with the passenger.

Given these facts, I ask that you re-evaluate this case with the correct departure location in mind — Katowice Airport, not Krakow — and reconsider the possibility of a refund or compensation.

I remain hopeful for a fair and just resolution.

Sincerely,

Anton Kholodenko

(e-ticket no. 10522870)

We apologize for the inaccuracy — indeed, we were referring to the bus departure from Katowice Airport, as correctly stated in your ticket. We confirmed the details with the carrier specifically regarding this booking and the bus route departing from Katowice Airport.

We sincerely apologize for the misunderstanding.

Dear Infobus team,

Thank you for your clarification and for acknowledging the inaccuracy in your previous messages.

While I appreciate your efforts to follow up with the carrier, I must stand by my original statement: I was present at the correct departure point at Katowice Airport well ahead of time, and no bus arrived.

I understand that you have relayed the carrier’s version of events, but unfortunately, it does not reflect what actually happened on the ground. I had no opportunity to board the bus because it simply was not there.

I accept your apology and appreciate your communication. For my part, I consider the matter closed.

Sincerely,

Anton Kholodenko