Conditions and regulations of passenger carriage
- Terms used in regulations
- During the trip
- Purchase of ticket and change of registered data
- Renouncing of the ticket
- Amount of refund for unused ticket
- Special regulations
1. Terms used in regulations
1.1. Departure time – the local time indicated on the ticket at which the coach is scheduled to depart from the given point of origin. Time of departure is subject to change to a later time.
1.2. Deviations from timetable (Delay) - is the time which exceeds 10% of total planed trip time, but no less then 1 hour.
1.3. Discount - a reduction made from the standard single or standard return fare during some campaigns or in individual cases.
1.4. Luggage - stands for personal belongings of passenger packed in bags and suitcases. Luggage is carried only in the luggage compartment of the bus and is marked by a luggage label.
1.5. Ticket - an agreement between the carrier and a passenger, which provides the passenger with the right to travel only in accordance with the data indicated on the ticket (passenger’s name, surname, route line, date and time of departure).
1.6. Ticket price - the value of passenger carriage to a destination point indicated in the ticket.
1.7. Journey - movement on the route in one direction from departure point until the destination (including change of the coach).
1.8. ECOLINES representative offices - representative offices of carrier in Latvia (Riga, Liepaja and Daugavpils), Lithuania (Vilnius, Kaunas, Klaipeda and Mariampole), Estonia (Tallinn), Russia (St. Petersburg, Moscow, Pskov, Kaliningrad), Belarus (Minsk). Complete information – www.ecolines.net in chapter contacts.
1.9. Delay - see in "Deviations of time table".
1.10. Cargo - stands for personal belongings of passenger which are not packed in bags and suitcases or other things which are not intended for personal use (production, articles, packages, boxes etc).
1.11. Timetable - in advance appointed schedule listing of the periods and days of departure and arrival, the departure and arrival points and times at which the transportation are expected to take place.
1.12. Route - itinerary of the line service between the two terminal stations.
1.13. Carrier - a company who based on the order or agreement with the passenger (ticket) or on other legal base takes the obligation to carry out the transportation of the passenger.
1.14. Passenger - a person who uses a coach for journey and luggage carriage or uses other carrier’s services according to agreement (ticket) or on other legal base.
1.15. Arrivaltime - the time at which the coach is scheduled to arrive at the given destination, is indicated for reference purpose only and is calculated considering the time necessary to accomplish the distance taking into account the traffic regulations, road conditions and other circumstances. The arrival time is subject to change without notice.
1.16. Bonus program - point collection program, that gives the possibility to use the earned points for to receive free of charge ticket for the journey with ECOLINES coaches (for more information please visit section Your Bonus of our website).
1.17. Valid travel documents - documents that allow cross the internal and external borders of the country, with the expiry date which has not not ended or will not end during the journey For details, see paragraph 3.2.2.
2.1. These regulations determine rights, obligations and responsibilities of both - carrier and passengers. There exist special regulations for the tickets purchased with discounts; they are listed in the ticket. In case of conflict between the regulations printed on ticket and the general conditions, those printed on ticket are only applicable.
2.2. Regulations are a subject to change. Only those regulations valid at the moment of purchase are applicable.
2.3. Excerpt of regulations printed on the ticket envelopes is for reference purpose only; In case debatable situations have arisen between Passenger and Carrier concerning the application of the present Regulations, the complete text of the Regulations published on www.ecolines.net apply.
2.4. In case any provision of the present Regulations is inconsistent with applicable governing law or juridical regulations, law shall prevail and will be applicable instead of the appropriate provision. The other provisions shall nevertheless remain valid. The applicable law to the present regulations and disputes is Latvian law.
3. During the trip
3.1. The passenger should keep the ticket till the end of journey and display it to the controlling institutions.
3.2. A passenger should arrive at the boarding point and should be registered at the stewardess not later than 10 minutes before the scheduled departure time registered in the ticket.
3.2.1. Please be prepared to present your valid boarding documents – passport, valid visa for border crossing, or any other document which allows border crossing. Citizens of EU Member States can travel inside the territory of the European Union on the basis of a valid identity card issued by their country. A passenger is forewarned that in case of refusal to present above-mentioned documents or in case of lack of necessary documents, the carrier is entitled to annul the agreement with passenger. The carrier may refuse carriage of any passenger if the crew has suspect that the travel documents of the passenger may cause problems or delay by border crossing. (For details on valid travel documents, see section 3.2.2)
3.2.2. Valid travel documents - documents that allow cross the internal and external borders of the country, with the expiry date which has not not ended or will not end during the journey. Documents are:
- Passport or ID card EU national to enter and / or transit through the territory of the EU, the Schengen States or other countries, if the domestic law of these countries does not require for a passenger to obtain other travel documents.
- Passport and visa affixed to this passport - for entry and / or transit through the territory of the country to which the established laws of the country require visa.
- Children's passport, travel document and visa visa affixed to this passport - to enter and / or travel, stay in the country to which the visa regime, established by the legislation of the country applies.
- For traveling with children, there may be additional travel documents, ie birth certificate, notarized authorization from the parents, divorce certificate, judgment, etc. A list of these documents depends on the laws of the country of entrance.
- Diplomatic passport, service passport and visa, if required by law or the country of entrance or the transit countries.
3.3. /Canceled 01.11.2012/
3.4. Arrival time and departure time in all points which are not final destinations, can be learned in Ecolines representative offices or by sending SMS according the instruction printed on the ticket.
3.5. Items of luggage, the total volume of which is not more than 0.2 m3, weight until 30 kg, and hand portable luggage, that is taken in the salon, are transported free of charge. Maximum weight of portable luggage is 5 kg, size 60x40x20 cm.
3.6. Additional luggage or cargos are transported for surcharge and only in case of free space in the luggage compartment. Additional item of luggage or cargo is subject to space being available in the luggage compartment of the coach and will be charged as excess luggage. The availability of free space in the luggage compartment will be determined by the coach driver at the check in taking in to account the amount of the passengers apportioned to each destination city as well as other factors. The Carrier has the right to refuse excess luggage or cargo. If in that case the passenger decides to renounce the journey, the hostess will make an appropriate note on the ticket of the passenger and the passenger has the right to change the departure date for 10% surcharge. This service is available at ECOLINES representative offices only. These tickets are non refundableDetailed information, concerning the transportation of luggage, cargo and the rates, is available in the ECOLINES representative offices, at the crew of the coach and in the Internet www.ecolines.net.
3.7. Carrier will be liable only for the presence of the luggage or cargo item, what he has accepted for carriage i.e. Passenger has received appropriate document (luggage sticker), which confirms the receiving of luggage or cargo item. In case the luggage has been fully or partly lost or has been damaged, the liability of the Carrier shall be limited to replacement value of damaged items, with the deduction of amortization, the amount of which can be proved by documents and/or based on other legally qualified produce of proof. Carrier shall have no liability whatsoever for damage to articles not permitted to be contained in Luggage or Cargo under article 3.9.1., as well as for damage to fragile, perishable and not correct packed items, to items having a special value (such as money, documents, electronic or technical devices a.o.).
Carrier strongly recommends fully insure items having a special value prior travel. Carrier shall have no liability whatsoever for minor or superficial damage of registred Luggage or Cargo, such us broken wheels and handles, lost safety belts and insignicant damages, such as cuts, scratches, distress marks and stains as a result of normal wear and tear during the course of the Journey. Responsibility for safekeeping of hand portable luggage fully lies on Passenger.
3.8. If the passenger arrives to boarding intoxicated, behaves inadequately or does not have documents valid for travelling, the carrier has the right to break the agreement of carriage unilaterally. In such cases the passenger is not accepted for boarding, the stewardess marks on the passenger’s ticket the reason of refusal. In case of any objections the passenger may address ECOLINES representative offices with the request to examine the case.
3.9. On the board passengers are forbidden:
3.9.1. To transport animals, substances and subjects perilous for human life and health and those that may damage passengers’ luggage.
3.9.2. To drink hard alcoholic drinks.
3.9.3. To smoke on the board (incl. WC).
3.9.4. To disturb the crew or other passengers.
3.9.5. To put legs on the coach seats or cross the aisle between them.
3.9.6. Lie at chairs or floor.
3.9.7. Lie at chairs or floor.
3.10. If during the travel the passenger has problems with governmental authorities or violates general regulations of carriage, the crew has the right to set the passenger down the coach. No refund is made in such cases.
3.11. Special regulations:
3.11.1. Passengers having seat numbers from 1 to 4 in their tickets are obliged to fasten the seatbelts.
3.11.2. Only passengers older than 14 years are allowed to take seats from 1 to 4.
3.11.3. Children under 5 years (including) are accepted on board only in accompaniment with an adult.
3.11.4. The tariff "children 5-12 years" is valid for children 6-12 years old accompanied by a person over 14 years. In case if a child 6-12 years old is travelling alone, the ticket should be bought with a higher level tariff "persons 13-18 years".
3.11.5. Purchasing several seats for one person, each additional seat is sold with the discount "Pers>59, disabled, additional seat", other discounts are not applicable.
3.11.6. For the safety of the passengers themselves, handicapped passegers (sensory or motoric, permanent or temporary, mental) may only travel if accompanied by an adult person. The accompanying adult may not be handicapped.
4. Purchase of ticket and change of registered data
4.1. The carrier takes responsibility only for the transportation of a passenger to the destination point indicated in the ticket. Insurance of health and luggage should be purchased in insurance agencies individually. During the journey the carrier can offer extra services, the presence or absence of which depends on the route and duration of journey - fee-paying (snacks, telephone), free (stewardess, video, WC, air conditioner, plaids, WI-FI, 220).
4.2. All seats in the coach are equal comfortable. Carrier reserves the right to reassign seats at any time without previous warning. This may be necessary because of the change of the coach during the journey, for to insure the safety of other passengers and/of the crew members and/ of with the aim to guaranty the maximum quality of the carriage.
4.3. If the ticket is purchased with discount, passenger must have documents that confirm applicability of discount. Discounts for specific age categories (children, young persons, and persons older than 59 years) are applied according to the age at the moment of the first journey (outward journey).In case the Passenger can not provide approval documents that confirm applicability of the discount, he shall not be entitled to take the journey unless he pays the difference between the discount fare and standard one (without discount).
4.4. If the data registered in the ticket does not coincide with the data in the displayed document, the passenger has no right to take the journey. If s/he wants to go, it’s necessary to pay extra money to change the data in the ticket.
4.5. Before the first (outward) journey is completed it is possible to change passenger’s name and surname in the ticket for 10% surcharge, given that the rest of data (journey, final destination, route and tariff category) are applicable to the new passenger. This service is available only in ECOLINES representative offices or by stewardess. In case of changing passenger's name in ticket and/or surname all collected bonus points will be lost. Tickets purchased using bonus program (50%-100%) are nonrefundable and name and/or surname can not be changed.
4.6. Before the first (outward) journey is completed it is possible to change destination points in one route (exept carrier "Украинские линии", "Nordeka-serviss"). This service available only in ECOLINES representative offices. If the new trip costs more, passenger must pay the difference, however if the new trip costs less – the carrier does not pay back the difference.
4.7. Lost tickets can be reissued in the agency where it was purchased accordance with the regulations of that agency. It is not possible to reissue unregistered tickets with „OPEN DATE”. Reissued tickets cannot be nullified, thus no refund for unused journey can be obtained; the date of departure cannot be changed.
4.8. If the passenger has ticket number and security code, ticket can be printed free of charge from ECOLINES website www.ecolines.net. If the person has not the option to print, then boarding card can be obtained from bus attendants (except for trips by carriers - UkrLines, Klaipedos HR and Elbrus-Trans, or in ECOLINES offices (except Ukraine).
4.9. To register the ticket with open date or to change the date of departure it is necessary to contact any agency selling ECOLINES tickets at the latest 24 hours before the journey. ECOLINES representative offices render this service free of charge, but other agencies can apply additional commission in accordance with the regulations of that agency. Changing date by phone call no complaints about mistakenly registered data are accepted.
4.10. Passengers with unregistered open date tickets are allowed to get on a bus only in case of vacant seats on the board ( except carrier UkrLines and Klaipedos AP). In emergency cases a ticket with an open date may be registered by calling +371 67214512, in such cases no complaints about mistakenly registered data are accepted.
5. Renouncing of the ticket
5.1. The refusal of the journey may be presented no later than 1 hour before the bus departure. If the trip is not cancelled in time, no refund for unused trip is calculated. Buying a return journey, the passenger has the right to withdraw completely from the trip (back and forth) or only from the return journey. To cancel only the outward journey is not possible. If the cancelled journey is purchased for bonus points in the value of in 50 or 100%, the bonus points are not returned.
5.2. It is possible to renounce the journey:
5.2.1. In the agency where the ticket was purchased.
5.2.2. In emergency cases (if it is impossible to reach the agency where the ticket was purchased before the journey) it is possible to renounce journey in ECOLINES representative offices.
5.2.3. In www.ecolines.net, section "Your ticket". This can be only performed at least 1,5h before the departure.
5.2.4. By sending SMS according to the instruction in the ticket. This can be only performed at least 1,5h before the departure.
5.3. The refund for the unused ticket is paid:
5.3.1. In the agency where the ticket was purchased; To get the refund for the unused ticket the following documents should be provided: the ticket with the refusal of the journey marked, the receipt and an ID document (passport or driver’s licence).
5.3.2. It is possible to receive money within the following 6 months.
5.3.3. For internet tickets compensation will be retransferred to the bank account from which the payment was made.
6. Amount of refund for unused ticket
6.1. 80% of journey fare shall be refunded if journey cancelled earlier than 24 hours before departure time.
6.2. 50% of journey fare shall be refunded if journey cancelled in period of time within 24 hours till 1 hour before departure time.
6.3. No refund is made after the date and time of the scheduled departure later then 1 hour before departure time.
6.4. If the departure time which is indicated in the ticket is delayed by carrier, passenger can renounce the ticket. Passenger can receive 100% compensation in the ECOLINES representative offices, if he/she can provide a ticket and a confirmation of the fact.
6.5. In case the contact phone number / mobile phone number, that was given by the passenger during the purchase of the ticket, turn out to be not correct or it was not possible to contact the passenger or send a SMS on that number, the carrier shall have no liability for inability to inform the passenger about any changes concerning the journey. No claims will be accepted in this case.
7.1. Claims for deviations of timetable are examined only if they were caused directly by carrier.
7.2. Complaints together with a copy of the ticket (an other documentary evidence) must be filed to the carrier. The address of that carrier is available at the agency where the ticket was issued or home page www.ecolines.net. The responsibility for the quality of the service fully lies upon the carrier, which is indicated on the ticket. In exceptional cases complaints may be addressed to any ECOLINES representative office within 1 month after the date of journey. The claims will be examined within 30 days from the moment of lodging the claim.
7.3. If deviations of timetable was caused by carrier, however passenger chooses to use this journey no claims are accepted about the delay to the point of departure and arrival. If passenger chooses not to use this journey see ch. 6.4.
7.3.1. Upon failure of a bus to depart due to the fault of the Carrier and in case the Passengers agrees to change the departure date and to use the journey later, no claim for compensation or additional expenses will be accepted.
7.4. Forced stops because of technical problems during the trip:
7.4.1. If the trip terminates because of technical problems and carrier is unable to replace bus, then the compensation equal to unused distance is refunded to passenger or the carrier compensates ticket to another bus (or train, if there is no corresponding buses on the route) to reach destination city indicated on the ticket.
7.4.2. If the trip continues however the destination city is reached with delay which lasts longer than 10% of total trip time, carrier compensates part of ticket value relative to time difference between planned and actual beginning of 10% delay.
7.5. The passenger should receive all information (including information about route, service, ID documents for border etc) before the purchase of the ticket. This information can be obtained in ECOLINES representative offices.
7.6. Passenger is obliged to check the accuracy of data registered in the ticket when getting it. Objections concerning accuracy are accepted only in the day of purchase. After that changes in the ticket can be performed only according to chapter 4.5. or 4.6.
7.7. Carrier reserves the right to change or cancel the Journey because of unforeseen circumstances giving a notice to the Passenger by calling on the phone number provided during the purchase of the ticket (for tickets bought in internet – giving a notice to the Passenger by e-mail and / or calling).
7.8. The carrier is not accountable:
7.8.1. For deviations of timetable if it is not caused by carrier (weather, traffic rush, government, other passengers, technical problems which carrier could not prefigure and avert).
7.8.2. Any losses that occurred to the passenger, caused by deviations from traffic schedule, except for the cases when these losses were caused by the carrier’s conscious malicious intent or negligence.
7.8.3. For any route change of transportations, except those market in a single Ecolines’ ticket; if deviations from the timetable maces change of busses marked on a single ticket impossible, carrier provides an alternative transport.
7.8.4. Any losses that occurred to the passenger, caused by any person’s (including other passengers, transportation participants or crew) criminal actions.
7.8.5. Any problems arising on the border crossings or with the governmental institutions concerning the passenger’s documents (passport, visas, insurance, etc) or passenger’s luggage content.
7.8.6. Anything left in the bus. Items, found in the coach will be stored at ECOLINES representative office, address Pragas 1, Riga, Latvia. If the found items are perishables, they will be utilized immediately. If the owner of the found items will not be found during 1 months, the found items became a property of the Carrier. For storage of the found items (moore then 2 days) the owner has to pay a fee of 50 EUR when collecting his property from the Carrier.
8. Special regulations
8.1. The validity of some points may be suspended by written notice on the ticket without previos notice.
8.2. Passenger having ticket with notice mentioned in the poin t 8.1. can not refer to the point of the present regulations, which ws valid before special rules applied. The claims concerning such tickets will not be accepted.