Ticket purchase
After selecting your route and filling in your details, you will see the order information and available payment methods. The available methods, such as debit or credit card, payment gateways, or digital wallets, may vary depending on the currency. You can pay via Visa, MasterCard, PayPal, Google Pay, or other services. Simply choose your preferred payment method, complete the payment, and finish your booking.
In most cases, payment must be completed online with a credit/debit card or another online payment method. However, for certain indicated routes, you can pay in cash when boarding in the local currency of the departure country 
.
Legal entities may also pay via bank transfer.
If your payment fails, here are some possible reasons why:
If you have any payment issues, we recommend contacting your bank to resolve the problem. Once your issue is addressed, try making the payment again.
You might not receive your ticket immediately after your payment is complete. However, you can follow these steps to resolve the issue:
If you haven’t received your ticket and can’t address the problem, please contact our support team.
Most routes accept electronic tickets, which you can show to the conductor/flight attendant on your phone or another device when boarding. If e-ticketing is available for your route, you will see the “E-ticket” mark next to “Trip details” when selecting your journey. 
However, it depends on service providers and their policies, so you may need a printed ticket if required.
The PDF file you have received confirms your purchase, but it’s not the ticket itself. To get on board, you need to receive your ticket. You must exchange it for a boarding ticket at the bus or train station ticket counter at least 30 minutes before departure by presenting the exchange form or voucher.
A ticket sometimes doesn’t show a specified seat number. It means 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, according to the service provider’s policies.
Passenger data corrections are different depending on the means of transportation and the service provider:
If there’s a mistake on your ticket, please contact our 24/7 support team.
You need to visit your personal account on our website to change the departure date. However, if this option is not available, contact our support team to check the ticket modification terms. Note that changing the departure date may incur a fee.
It’s possible to change the departure/arrival point. If changing the point affects the ticket price, you may need to pay the difference. Some service providers may charge a fee for this modification, even if ticket prices remain the same. Contact our support team if you need any assistance.
Ticket refund
After making a reservation, ensure you pay for the ticket on time. This is required to confirm your order. A reservation is automatically canceled if payment is not completed within the specified timeframe. If you have any other issues, please contact our support team.
After completing payment, you will receive an email with a link to your order. To return a ticket:
If you can’t find your order or process a refund, please send us a message with your ticket number and refund request. You can also contact our 24/7 support team.
The refund procedure depends on the service provider:
Flight tickets can’t be refunded manually due to airline refund policies. Please contact our support team to request a flight ticket refund.
If a service provider cancels a trip, we’ll immediately notify passengers and offer alternative travel options or solutions. If none of the alternatives work for you, you can receive a refund for the unused ticket.
Refund policies vary by service provider. In general, the closer the departure date, the higher the refund fee. You can check the refund policy under the “Trip details” section before making a purchase or directly on your ticket.
The refund processing time depends on several factors:
Questions about the trip
Yes, the departure and arrival times on each ticket are shown in local time, based on the
time zones of the departure and arrival cities. Please keep this in mind when planning your trip.
The departure point and address are indicated on your ticket. Many tickets also include the approximate boarding location on a map.
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 least 15 minutes before departure.
The schedules on our website come directly from service providers operating the routes. However, delays may occur due to:
These circumstances are out of the service provider's control, so slight schedule changes are possible.
If you can’t find your bus or are unsure about the departure location, we strongly recommend contacting the service provider immediately using the details on your ticket. If you're unable to reach them, please contact our support team. The call center numbers are also listed on your ticket.
When selecting your route on our website, you can check whether the trip is direct or includes transfers. It is also indicated if some routes involve transfers between different types of transport (e.g, bus + train).
There are two types of transfers:
If you have any questions about your trip, you can contact our support team or the service provider using the details listed on your ticket.
Use the contact information on your ticket to 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). You can also reach out to our support team a day before your trip.
All routes follow a fixed schedule with multiple stops. Buses comply with their schedules and can’t wait for passengers running late. We recommend arriving at the boarding point at least 30 minutes before departure.
Service providers set their own rules for luggage. You can check the luggage policy in the “Trip details” section or directly on your ticket.
Additional luggage may be accepted if the bus’s luggage compartment has available space. Note that adding extra luggage may incur a fee. The driver considers availability at boarding, the total number of passengers, their possible luggage, and other factors.
Such options vary by service provider. You can find out details by following these steps:
If no details are given, 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 be visible to other users.
We are committed to improving our service and resolving any issues you may have encountered. If you have a complaint, please info@infobus.eu us with a description of the problem and include your ticket or booking number. Our team will help you resolve the issue.
Bonuses
A bonus is a virtual unit you earn when paying for orders marked with a special symbol on our website. Accumulated bonuses can be used as a discount on future purchases.
100 bonuses = 1 EUR.
You can redeem bonuses to reduce the ticket price by up to 50%.
A bonus card is a virtual discount card with a seven-digit number. You receive the card automatically after registering on our website or mobile app (for iOS and Android). It allows you to accumulate bonuses for purchased tickets marked with a special symbol. Check the “Trip details” section to see the number of bonuses credited for a certain ticket.
Only registered users can redeem bonuses for a discount. You need to log in to your personal account and check the “Use bonuses” box when booking your trip. The ticket price will automatically be reduced by the amount of available bonuses on your bonus card.
Your bonus card number is displayed in the “My Tickets” section of your account. 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 on your profile. If you have any questions, please contact our support team.
Contacts
INFOBUS operates an international call center for your convenience. You can find all available contact options in the “Contacts” section. Our support team is available 24/7, so you can contact us anytime.
Additionally, you can make a free call directly from the website by clicking 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 apply a promo code when booking tickets:
Note that if you make a mistake or need to edit the order, a one-time promo code becomes invalid and cannot be used again.
For more details, check the article in the “Blog” section on our website. Read the full article here.
