1. Right to transport & exceptions and special conditions
2. Use of bus and coach from passengers with reduced mobility
3. Adequate protection in the event of cancellation or long delay of a bus and coach
4. Adequate protection in the event of an accident of a bus and coach
Rights of passengers
4, Rue Belair
GRAND DUCHY OF LUXEMBOURG
Managing Director: M. Sales Marc
RC Luxembourg: B177392
Luxembourg 900 75 700 (0,55/min)
France 0970 441 433 (0,55/min)
Germany 0180 150 7570 (0,55/min)
Belgium 070 211 210 (0,55/min)
Portugal +351 261 95 10 10 (0,55/min)
International +352 26 58 57 1 (0,55/min)
1.1. Person who is in possession of a valid ticket for the Service. (GTC, article 3)
1.2. Each person should have the opportunity to use our transport services by bus and coach, regardless of age, nationality or people with reduced mobility. Each person has the same rights to those of other citizens, with regard to free movement, freedom of choice and non-discrimination.
The carrier may refuse a person with reduced mobility to board, if it is physically impossible to take on board, alight or carry the person with reduced mobility in a safe and operationally feasible manner.
1.3. When purchasing a valid ticket for the flibco.com service, the ticket will be issued to the customer in an electronic format. On the day of departure, the ticket may be presented in this form to the driver.
2.1. People with reduced mobility should have the opportunity to use the transport services by bus and coach. Those people have the same rights to those of all the other passengers.
2.2. Our service offers the ability to assist those people to ascend or descend the bus or coach. A request, at least five working days before the scheduled departure is preferred. Our buses and coaches do not have ramps for raising a wheelchair. The wheelchair, if foldable, can be placed in the baggage compartment. In case the person cannot walk or move, an accompanied person is suitable. The accompanied person shall be transported free of charge, if a written request is made within five working days before the scheduled departure.
2.3. The carrier may refuse a person with reduced mobility to board, if it is physically impossible to take on board, alight or carry the person with reduced mobility in a safe and operationally feasible manner.
3.1. In the event a bus or coach is occurring a long delay or encounters a cancellation, the carrier manages to inform the passengers of the situation in an electronic format, and that, based on information provided by passengers when they register on the carrier's website. This communication takes place as soon as possible and not later than thirty minutes after the scheduled departure time.
3.2. Where the carrier reasonably expects a regular service to be cancelled or delayed for more than 120 minutes, the passenger shall immediately be offered the choice between:
a) Continuation or re-routing to the final destination, at no additional cost and under comparable conditions, as set out in the transport contract, at the earliest opportunity.
b) Reimbursement of the ticket price, and, where relevant, a return service by bus or coach free of charge to the first point of departure, as set out in the transport contract, at the earliest opportunity.
In the event of an accident of a bus and coach, the regulation (EU) N° 181/2011 of the European Parliament and of the council, concerning the rights of passengers in bus and coach transport, Chapter 2, Article 7 enters into force.
5.1. The passenger’s complaint is accepted only in writing form (electronically or by mail). This must be sent to our customer service.
5.2. The complaint must be made within three months after the date of the event. If this deadline is not respected, the carrier will respond with a short explanation to the request but the carrier is not obliged to make a compensation.
The Carrier manages to respond on the request within a deadline of three months.