Terms and conditions International routes 1- General conditions Passengers are subject to the General Terms and Conditions of Carriage, according to the extract reproduced below, which does not constitute the full text. The applicable conditions are those available and updated on the website www.eurolines.it or at the Eurolines sales points. In case of incompatibility of standards with the provisions of law applicable to the contract of carriage, the latter shall prevail. 2- Timetables All information published on advertising brochures are subject to variation, therefore the passenger must ask for confirmation at the time of reservation. The published lines timetable may be subject to reduction during national holidays such as Easter, May 1st, August 15th and Christmas: users must verify the final timetable for the time periods indicated above at the time of reservation. 3- Tickets Tickets are registered by name and they cannot be transferred to another person. They must be presented as required by the coach support and control staff. They are valid exclusively for the journey and the day for which they were issued. The duration of validity of the open ticket, starting from the date of the first journey, is 6 months, except if differently indicated on the individual timetables. Passengers must take care of their ticket. In case of loss, damage, theft or destruction, the ticket cannot be re-reprinted, thus the passenger must proceed with a new purchase.
4- Fares The applicable fare shall be in force at the time of ticket purchase and be the one indicated by the automatic reservation system. In case of fare adjustments during the timetable validity, the applicable fares are those in force on the day of ticket purchase. The issue of ticket reservation and purchase is subject to a non-commissionable, nonrefundable reservation fee. 5- Discounted deals PROMO and LOWCOST fares are special offers that are valid on certain journeys at particular times of the year. They can be fixed or vary according to the period when the ticket is purchased. PROMO and LOWCOST fares are subject to particular restrictions that can vary on each trip. They cannot be modified or reimbursed according to the rules. 6- Reservations and ticket purchase All journeys require a mandatory and nominative reservation. The purchase of tickets can be made at accredited travel agencies and authorized Eurolines ticket offices. It is possible to make telephone reservations by calling our contact centre on 0861-1991900. This reservation has to be confirmed at a SISAL tobacconists within 24 hours of reservation, and at least two hours before departure if the reservation was made less than 26 hours to departure. It is possible to purchase tickets online at www.sena.it and www.baltour.it, by completing the reservation form and choosing between credit card payment or SISAL payment method by no later than the time given (usually 24 hours). We advise reservation for the return journey of Open tickets at least 5 days before the date of departure, at one of the authorized Eurolines ticket offices or by calling the reservation centre on 0861-1991900. The passenger will be accepted upon seat availability. The carrier has the right to release non confirmed seats to other passengers.
7- Cancellations Ticket cancellation must be requested before the time of the reserved departure, during office hours and it must be made at the Baltour/Sena/Eurolines ticket office where the ticket was purchased, or via email at booking@eurolines.it. 8- Refunds In case of cancellation, the passenger has the right to receive reimbursement as follows: - 75% of the ticket price if the cancellation is made up to 48 hours before the departure indicated in the timetable (if the total refund is less than 10 euros there will be no reimbursement). - 50% of the ticket price if the cancellation is made less than 48 hours to the time of departure (if the total refund is less than 20 euros there will be no reimbursement). There is no refund if the cancellation request is received after the time of departure. Cancellation of PROMO and LOWCOST tickets have no right to reimbursement. Requests for reimbursement have to be submitted via email to postvendite@eurolines.it, or sent by mail to EUROLINES ITALIA S.R.L Contrada Piano Delfico 64100 Teramo, attaching the cancelled ticket and indicating the IBAN code of the bank account where the reimbursement should be made. The right to reimbursement will expire if not exercised within a period of 2 months after the date of cancellation. Refunds will be made within two months from the date of receipt of the request, except in cases where investigations require longer, in which case they are subject to admistrative fees of 8 euros for each dossier.
The refund for an unused portion of a section of round-trip tickets or open tickets will be equal to the difference of the total amount of the round-trip ticket and the amount of oneway minus the penalties and expenses described above. The carrier is not required to reimburse the unused portion of the ticket if the reason of the passenger for not continuing the journey is due to failure to comply with the provisions of law in the various states that are crossed, such as the documents to travel abroad, or to causes attributable to the passenger (for example if the passenger does not reappear at the scheduled appointment after refreshment stops, or must abandon the bus for personal or health reasons, or if the passenger is removed from the coach by the staff as a consequence of bad behavior or under the influence of alcohol etc). 1- Amendments Ordinary fare tickets can be amended up to 72 hours after departure with a 50% penalty. PROMO and LOWCOST tickets cannot be amended unless otherwise specified. The amendment can be made by the passenger if the ticket was purchased on the website www.eurolines.it by inserting the reservation number in the modify reservation field, and upon payment of the penalty fee with credit card. At a SISAL tobacconists or during office hours of the agency where the ticket was originally purchased, or by sending a request to booking@eurolines.it a- Date amendment For standard fare tickets the following costs will apply: - 4 euros if the amendment is requested at least 24 hours before departure - 8 euros if the amendment is requested less than 24 hours to departure a- Route amendment Route changes are permitted on the same service up to 24 hours before departure and on ordinary fare tickets only. The cost is 25 euros per person for each change.
1- Luggage All luggage and its content are not insured and are carried at the owner s risk. The passenger is required to comply with the requirements relating to luggage contained in the information for passengers. The company reserves the right to make controls on luggage any time after checking travel documents up until passenger arrival at destination. The labeling of luggage is for use of customs and public authorities.and does not constitute acceptance for delivery. Eurolines Italia shall have no liability beyond those strictly prescribed by law for theft, tampering, damage and loss of luggage. Each passenger is allowed to take onto a service one suitcase no greater than 160 cm (length+width+height) free of charge, to be stored in the luggage compartment of the coach, and a small hand luggage to be placed in the overhead rack, exceptions to the rule are possibly indicated in the respective timetables; in particular bulky hand-luggage is not admitted on board. Bicycle transport is not permitted. Loss of luggage must bereported immediately to the coach staff and the headquarters in Teramo (0861-1991900); in the event that the luggage is found, it is the passengers responsibility to pick it up at the assistance office that will be indicated. In the event that the luggage is not picked up within three days of the communication that it was found, Eurolines Italia will turn it in to the authorities. In case of loss of luggage, the limit of liability of the carrier is recognized only to the maximum extent permitted by law, namely 103.30 euros for each bag with a limit of 206.60 euros per passenger. The carrier is not liable for hand-luggage or for luggage that was not stored in the luggage compartment. 2- Documents Documents: Passengers MUST carry a valid passport or I.D. for travel abroad, as well as the necessary visas and transit permits for the countries that are being crossed during the journey. No passenger without valid documents will be accepted on board and no refund will be granted whether passengers fail to present such documents at
check-in or they must interrupt the journey. Eurolines shall not be liable in case the passengers do not follow the rules above. 3- Minors trasportation Children under 16 years of age are not permitted on board if unaccompanied; for persons between 16 and 18 years old, a written authorization signed by the parents or guardians is required (template on www.baltour.it, www.sena.it, www.eurolines.it) 4- Animals Animals are not permitted on coaches. 5- Package shipping We no not transport unaccompanied luggage. 6- Smoking/ refreshment stops/ washroom On Italian territory smoking on board is forbidden, both in the seating area and the enclosed spaces (washroom, cabin, etc). On foreign territory we shall follow the law of the country that is being crossed.the coaches are normally equipped with on-board washrooms, always available to passengers. During overnight journeys a refreshment stop is expected at service area facilities, where passengers can take advantage of services as well. Passengers must comply to the stop duration: in case the duration of the stop is not specified by the coach crew, the duration is 20 minutes. 7- Carriers The names of the carriers that operate on a given route are indicated in the General Timetable and on the tickets, therefore the passenger must be aware of this in order to recognize the bus. The company that issued the ticket for a journey that is operated by another carrier acts only as its representative and is not responsible for damages. With regard to additional services, the carrier acts only as a representative of the transport company and therefore it is not liable for damages resulting from their service.
8- Carrier responsibility The liability of the carrier covers physical damages caused to the passenger from the time of boarding until arrival including both actions, except for damages caused by the passenger or by the nature of the luggage or its packaging. Any type of claim must be made by the passenger to the coach staff immediately upon arrival, and also to the office of Eurolines Italia in Teramo, within 10 days of the end of the journey. If the service has not been carried out or it has been interrupted and the responsibility of the carrier is demonstrated, the passenger has the right to be carried to destination on the same bus or the first available, with a refund of 50% of the ticket price in case of severe delay (over 2 hours for daytime journeys, over 3 hours for overnight journeys). In case of delays (2/3 hours at least) or interruption of service due to the carrier, if the passenger wishes to continue the journey with alternative means of transportation, a reimbursement for the expenses will be granted, to a maximum equal to double that of the price of the ticket which was purchased. PROMO and LOWCOST tickets are not entitled to any refund for the cases provided by this article. The passenger is obliged to pay compensation for all the damages caused to vehicles, objects and premises used to perform the service. 9- Check-in Passengers should arrive at the boarding point for a service at least 30 minutes prior to the timetabled departure time for that service, except in high season where arrival at the boarding point may be earlier. We may give your seat to another passenger if you arrive later than the scheduled departure time, in which case you will be considered to have missed the service. 10- Jurisdiction The contract of carriage, including the civil liability of the carrier is subject to the law of the country of the carrier who has actually operated the transport. In case of disputes, these will settled by the Court of Teramo.
11- Privacy The personal data provided by the passengers will be treated by Baltour both on computer and paper support, in full respect of the Legislative Decree 196/2003 Code relating to the protection of personal data according to correctness, lawfulness and transparency principles, for purposes related to the functional management of the travel and the provision of transport services. Passengers are entitled to the rights of the article 7 of the Legislative Decree 196/2003, which will be exercised by contacting the telephone number 0861-1991900 specifying the nature of the request. Passengers are advised to read the information available at a Eurolines point of sale and on www.eurolines.it