Е. Лайн-Тур (ФОП Савчук Р. В.)

Awful communication with the passengers. The bus departure time from Kyiv was shifted for 4 hours ahead!!! that was 7 am instead of 11 am specified on the e-ticket. As I was coming to Kyiv from Chernihiv, this was really shocking and stressful as I was not informed about the possible change of the scheduled time in the email with my tickets, and therefore was not expecting changes and was not checking emails for this. I hardly ever got to this bus using taxi which cost me a fortune and did not let me sleep as had to book this taxi at 3.30 am for getting the bus. On the way back, I was waiting for the bus at Bucharest OTP airport for more than an hour calling the driver without response. Then after my friend from another country called the tour company in Ukraine, they advised that the communication is through their phone number on Viber. The meeting point appeared to be different from that specified on the map on the ticket. It was very stressful.

Modern busses, helpful crew. Departure times changed frequently, but 36 hours before I received the exact time and vehicle registration number. On the bus everything was comfortable. More leg room than other companies. Very happy. This is the best service between Ukraine and Bulgaria. To those people that complain about departure times. Due to the war buses from all companies display 'Irregular Service'. On a previous trip with this company my bus turned around to collect a passenger that was delayed. You will not get this with an airline.

Terrible company. I ordered a bus ticket via E.LineTour from Suceava airport to Ivano-Frankivsk with a connection in Chernivtsi, it never showed up at the location specified on google maps at the time that was written on my ticket.

On top of that, I tried catching another bus from the airport to Chernivtsi in order to make it to the connecting bus, again at the time specified on the ticket. I called Infobus and they tell me that bus departed from Chernivtsi a while ago, so I had to take a train instead.

I requested a refund and the company denied it, saying "We have received an official response from the carrier. According to the information provided, the bus was presented for boarding at the airport on time and departed according to the schedule. Unfortunately, you did not use the ticket, and the flight took place in full. In this regard, the carrier refuses to refund the ticket."

This is simply false.

They also claim that the carrier sent me information about the trip on Viber - there were never, at any point, any instructions saying that I was supposed to use Viber for this trip. Insanity.

Overall, this is deeply unprofessional. If I buy a bus ticket and I wait at the departure location and time, the bus is supposed to be there. I should not have to magically know to follow instructions that I was never given. Based on the reviews, this is a very common occurrence, and I strongly advise anyone planning on travel to avoid this carrier at all costs, unless you want to lose a lot of money paying for a service that you will never receive.

Really bad company, my friend and I bought two tickets from Bucharest to Khmelnitsky, and they changed our tickets, bringing his ahead of time even before he landed in Bucharest, and mine were delayed overnight, and they refused to bring us a replacement bus,

Foarte dezamăgitor -oameni au urcat în bus de la ora 21:20 la București și au ajuns la graniță la ora 03:00 fără nici o oprire la baie . Nu s-a gândit nimeni ca controlul la granița poate dura orele . Nu s-a gândit nimeni să îi lase pe oameni să meargă la baie înainte de graniță . La graniță au stat 7 h. 12 h oameni au stat fără baie în bus până au trecut granița cu Ucraina .

*Bus Company E.LineTour Opposes the SAVE OUR SCHOOLS – S.O.S. Project*

The bus company *E.LineTour*, together with *INFOBUS*, has shown opposition to the World children's and youth physical education academy project, *SAVE OUR SCHOOLS – S.O.S.

In Ukraine*, by abandoning the project coordinator, *Timo Virtanen*, at a bus stop in the parking area of a Shell gas station in Sofia, Bulgaria.

Virtanen had purchased his ticket through INFOBUS’s online service (ticket number: *106306678*), with E.LineTour responsible for the transportation. According to the ticket, the bus was scheduled to depart on *June 10, 2025, at 16:00*, from the Shell gas station at Botevgradsko Shosse Boulevard, Sofia. The destination was *Kamianets-Podilsky, Ukraine*, where the national children's athletics competitions were to take place from *June 12 to 15, 2025*. As the project coordinator, Virtanen was to document the event and collect information about schools and the support needs of local sports clubs.

Accommodation had been booked at *Red Cupe Hotel* in Kamianets-Podilsky (booking number: *4591.238.984*) through Booking.com.

Timo Virtanen arrived at the bus stop Shell on time at *15:20*, expecting the bus to depart at *16:00* as stated on the ticket. However, there was no sign of the bus. He waited until *16:30* and then called INFOBUS customer service, where he was informed that the bus had already departed at **15:10**—almost 50 minutes earlier than the the scheduled departure time. Virtanen did not accept this, as the time printed on the ticket was clearly *16:00*.

Company representatives responded unprofessionally, even laughing when he requested a refund. He received no financial compensation for the unused bus ticket or the hotel booking that went to waste ue to the company’s failure to pick him up. Additionally, Virtanen had purchased the following bus tickets in advance: * *June 16, 2025, at 16:50*: From Kamianets-Podilsky bus station to Mykolaiv bus station, arriving on *June 17 at 07:55* (ticket number: *108775594*). * *June 20, 2025, at 05:30*: From Mykolaiv to Plovdiv, arriving on *June 21 at 09:00* (ticket number: *10877663*).

Since Virtanen never reached his first destination, Kamianets-Podilsky, due to the bus company’s error, these later trips and related arrangements were also rendered useless. Timo Virtanen has filed a complaint regarding the poor treatment he received, the financial losses incurred, and the disruption to the project caused by the negligence of the bus company.

Timo Virtanen

General Manager

World Children & Youth Physical Education Academy

timo.virtanen65@hotmail.com

whatsapp +358 451258817

The bus is great and has all utilities.

However, the ticket/staff didn't say we would have to switch buses. We were just woken up at 5.30 that we urgently have to leave the bus with all our things and the luggage in the compartment and move quickly to another bus, completely unexpectedly.

Also, the staff didn't help with unloading the luggage. They knew I had a PC in a packed box and they just pushed it around and dropped it, nervously, to show their impatience that I am not taking it faster.

Also, the box had been opened for boarder checking but no one told me about it, so I can assist in the process, oversee the process, and to reseal the box

Everything was as advertised. Plugs, wifi, spacious seats. No complains, all was good

Burgas-Bugharest

Everything was great. The drivers are very helpful