| Monday - Friday | 09:00 - 18:00 |
Prague, Czech
Lviv, Ukraine
Ticket purchase
After selecting your route and entering your details, you will see all the order information along with available payment options. The available payment methods depend on the currency. Simply choose your preferred payment method, complete the payment, and finalize your booking.
For certain routes, where indicated 
, you can pay in cash during boarding using the local currency of the departure country.
In all other cases, payment must be made online via credit or debit card.
For legal entities, payment can also be made to the company's bank account.
There could be several reasons why your payment isn't successful:
We recommend contacting your bank to resolve the issue. Once that's sorted, try making the payment again.
It depends on the service provider and their policies.
Most routes allow electronic tickets, which you can show to the conductor/flight attendant on your phone or another electronic device when boarding.
If an e-ticket is available for your route, you will see the “E-ticket” mark next to “Trip details” when selecting your journey 
The PDF file you received after making an online payment is only a confirmation of your purchase, not the actual ticket. You must exchange it for a boarding ticket at the bus or train station counter at least 30 minutes before departure by presenting the exchange form or voucher.
This means that the service provider doesn’t offer seat selection for this route. Your seat will be assigned by the driver or the bus attendant when you board.
If you made a mistake, contact our 24/7 customer support immediately by one of the following methods:
You can find your contact information by following this link: Contact INFOBUS: Customer Service | INFOBUS.
On some bus routes, up to three errors in passenger data are allowed, but there are some service providers who won't accept even minor errors. Please note that changing the passenger data may come with a fee.
When it comes to airline tickets, each airline has its own rules. Name corrections may be chargeable or even impossible.
For Ukrzaliznytsia (Ukrainian Railways) tickets, changes and refunds can only be made at railway station ticket offices in Ukraine.
For European railway tickets, you can process refunds online (via the link in your email or your personal account) or contact INFOBUS customer support.
You can change your departure date in your personal account on our website.
If this option is unavailable, contact our support team to check the ticket modification terms.
Please note: Changing the departure date may require an additional fee.
Yes, this is possible. Please contact our support team for assistance. If changing the departure or arrival point affects the ticket price, you may need to pay the difference. Some service providers may charge a fee for this change, even if ticket prices remain the same.
Ticket refund
Reservations are automatically canceled if payment is not completed within the specified time.
After payment, you will receive an email with a link to your order. Click the link, then select “Refund Ticket.” A new window will open showing the refund amount and any deductions. You can choose to cancel the entire order or specific tickets. You can also request a refund through your personal account.
If you can’t find your order or process the refund, please send us a message with your ticket number and refund request, or contact our 24/7 support team: Contact INFOBUS: Customer Service | INFOBUS.
Flight tickets can only be refunded by contacting our support team.
If the service provider cancels the trip, we will immediately notify affected passengers and offer alternative travel options or other solutions. If none of the alternative options work for you, you can get a full refund for the unused ticket.
Refund conditions vary by service provider. Generally, the closer the departure date, the higher the refund deduction.
You can check the refund conditions under the “Trip details” section before making a purchase or directly on your ticket.
Refunds for tickets purchased on the website and paid for online are processed automatically to the original payment card within 3-15 business days, depending on your bank’s policies.
If you paid via bank transfer or cash at a self-service terminal, you must send an email to our support team with your full refund details.
For airline and train tickets, refunds may take up to 10-15 business days to process.
Questions about the trip
Yes, the departure and arrival times are always shown in local time, meaning it’s based on the time zone of the departure and arrival cities, respectively.
The departure location and address are indicated on your ticket. Many tickets also include a map showing the approximate boarding location.
If you don’t see your bus at the scheduled boarding time or are unsure about the departure location, please contact our support team at Contact INFOBUS: Customer Service | INFOBUS at least 15 minutes before departure.
The schedules displayed on our website come directly from the bus service providers operating the routes. However, delays may occur due to:
These are circumstances beyond the service provider's control, so slight deviations from the schedule are possible.
If you're unsure whether you're at the correct departure location or cannot find your vehicle or service provider, we strongly recommend contacting the service provider's staff immediately using the contact details provided on your ticket. If you're unable to reach the phone numbers listed, please contact our support team right away. The call center phone numbers are also printed on your ticket.
When selecting your route on our website, you can check whether the trip is direct or includes transfers.
Some routes involve transfers between different types of transport (for example, bus + train), and this information is indicated when selecting a route. Please note that there are two types of transfers: organized and unorganized.
If you have any additional questions regarding your trip, you can always contact us or the service provider using the details listed on your ticket.
You can check details about your bus, such as its color, make, license plate number, and the driver's phone number (if given by the service provider) by referring to the contact information on your ticket or by reaching out to our support team a day before departure.
Buses operate on a fixed schedule and must adhere to their timetable. Typically, buses cannot wait for late passengers. We recommend arriving at the boarding location at least 30 minutes before departure.
You can check the luggage policies in the “Trip details” section or directly on your ticket.
Additional luggage may be accepted if there is extra space in the bus’s luggage compartment. This service may be subjected to an extra fee. The driver determines availability at boarding, considering the total number of passengers, their possible luggage, and other factors.
To check this information, select your trip and click the “Trip details” button. This section contains all available information from the service provider. If no specific details are provided, please contact our support team.
Within seven days after your trip, you will receive an email (sent to the address used for booking) with an option to leave a review on our website. Your review will then be visible to all website visitors.
We are committed to continuously improving our service and resolving any issues you may encounter. If you have a complaint, please email info@infobus.eu, describing the problem and including your ticket or booking number. Our support team will assist you in resolving the issue.
Bonuses
A bonus is a virtual unit on our website that accumulates when paying for orders when you pay for orders marked with a special symbol. Earned bonuses can be used as a discount on future purchases.
100 bonuses = 1 EUR.
You can use bonuses to reduce the ticket price by up to 50%.
A bonus card is a virtual discount card with a seven-digit number that you receive after registering on our website or in our application (available for iOS and Android). It allows you to accumulate bonuses for purchased tickets marked with a special symbol. The number of bonuses credited for a particular ticket is indicated in the trip details.
When you register on our website or in our application (for iOS and Android), your bonus card is automatically linked to your profile. During checkout, the card number is filled in automatically. After completing the payment, the corresponding bonuses are credited to your bonus account and can be used as a discount for future purchases.
Only registered users can use bonuses for payment. To do this, you need to log in to your personal account and check the “Use bonuses” box when booking your trip. The ticket price will be automatically reduced by the amount of bonuses that will be debited from your bonus card.
Your bonus card number is displayed in the “My Tickets” section of your account on www.infobus.eu after you log in. You also receive an email with your bonus card number upon registration.
In the mobile app, you can find this information in the “Bonuses” section of your profile.
If you have any questions, please contact our support team.
Contacts
Our call center works 24/7, without days off and breaks.
Our Lviv office hours:
INFOBUS operates an international call center for customer convenience. You can find all available contact options in the “Contacts” section at https://infobus.eu/en/contacts. Our support team is available 24/7, so you can reach out anytime.
Additionally, you can make a free call directly from the website by clicking on the headset icon in the upper right corner.
Promo Code
A promo code is a unique combination of characters or a word that gives you a discount on ticket purchases.
To activate a promo code when booking tickets:
Important: If you make a mistake and need to edit your order, a one-time promo code will become invalid and therefore cannot be used again.
Our “Blog” section features an article with the latest details on promo codes. You can read it here.
