FAQ help

  • FAQ categories:

  • Tickets and Reservation

    Where or how can I book my ticket?
    You can book your ticket online, in a Eurolines shop, via our Call Centre or at a travel agent near you.

     

    Can I book by phone?
    Yes. With a credit card (Mastercard / Visa / American Express) you can book your ticket via our Call Centre by phoning +31(0) 88 0761700(local rate).

     

    How & when do I receive my ticket?
    - If you book online you will receive an e-ticket immediately. In this e-mail you will be asked to click on a link and then download and print the e-ticket and show it at the check-in or to the coach driver.
    - If you book and pay for a ticket in one of our shops, your ticket will be given to you immediately.
    - If you book by phone, you will have the option to receive an e-mail with the electronic ticket attached which you must print. Alternatively you will be given a reference number but will receive your ticket from the coach driver or the Eurolines check-in counter for those embarking in Amsterdam.

     

    Can I buy a ticket from the driver?
    No. It is not possible to buy a ticket from the driver. You can buy your tickets in advance at a Eurolines shop, Internet, Call Centre or if seats are available at the last minute from Amstel Bus Station in Amsterdam.

     

    Can I board with only my reservation number?
    No. You can only travel with a valid Eurolines ticket. When making a reservation via our internet site, you must ensure that you print the pdf e-ticket we send you by e-mail. If you can’t present your ticket at departure, you will need to buy a new ticket.

     

    Up until what time can I book a ticket?
    As long as seats are available,  you can book a ticket right up and until the time of departure as long as the coach has not left its origin of departure. Within 24 hours up to 6 hours of the departure time, it is not possible to book via the internet, depending on the service. If this is the case, you can still book during opening hours by credit card via our Call Centre or with cash, bankcard or credit card at a Eurolines shop.

     

    My ticket is lost or stolen. Can I get a duplicate?
    It is not possible to replace or refund your ticket when it is lost or stolen. You will be required to purchase a new ticket to enable you to travel. We advise you to take out insurance to cover you for lost or stolen tickets.

     

    Do I need to reconfirm my return-journey?
    For some destinations you have to reconfirm your return journey. We advise you to reconfirm your return journey as soon as possible after arriving at your destination. For more information about reconfirming your return journey please click: Confirmation of your return journey 

     

    Can I book a ticket where the outward journey starts in a country outside of the Netherlands?
    Yes - for some destinations. When booking online you will see the drop down list of countries available. For more information please contact our Call Centre +31 (0)88 0761700 (local rate).

     

    Is it possible to book a return ticket where the arrival town on the outward journey is not the same as the town of departure for the return?
    Yes - this is possible for many of the towns and cities in our network but only for destinations that are on the same line (route). Unfortunately you cannot make this kind of booking online and therefore we would ask you  to telephone our Call Centre on +31 (0)88 0761700 (local rate) for more information.

     

    I want to book a ticket between two cities outside the Netherlands. Can I book this ticket with Eurolines Netherlands?
    No - To make this type of reservation you will need to visit the relevant website of one of our Eurolines partners. For a complete list of Eurolines partner websites please visit www.eurolines.com

     

    Can I reserve a seat on the coach?
    No - We do not have numbered seating in our coaches. Passengers can choose their seats when boarding the coach.

     

    Where can I book the return date for my open return ticket?
    You have to reserve your return journey at a local Eurolines office at least 48 hrs before departure. 

     

    Can I disembark the coach at a place other than the one stated in on my ticket or in Eurolines timetables?
    No -Eurolines are only licensed to stop at the published destinations. You cannot discontinue your journey halfway and continue at a later stage, not even at one of the scheduled destinations.

     

  • Booking Fee

    Does Eurolines charge a booking fee and how much is it?
    Yes - For full information please click here: Our pricing policy

     

    If I cancel my trip will the reservation fee be refunded?
    No - For full information please click here: Our pricing policy

     

    If I change my trip do I have to pay the reservation fee again?

    No -  The reservation fee per person is applied only once. For full information please click here: Our pricing policy.

    However, you do have to pay a modification fee and not all tickets can be changed.

     

  • Ticket types & Discounts

    What kind of tickets and travel deals does Eurolines offer and what are the conditions?

    Whether travelling one way or return we offer the following types of ticket or travel deals. Please click on the appropriate link for more information

     

    When can I book the cheapest tickets?
    We offer Super Promo tickets and Promo tickets to many of our destinations (excluded high season and some destinations). The number of Promo or Super Promo seats are limited and are sold on a first come first served basis. Typically - the earlier you can book the greater your chance of obtaining these great value for money fares.

     

    Do special conditions apply for the (Super) Promotion tickets?
    Yes - For information about Promotion tickets click here: Promo and Super Promo tickets.

     

    Can I leave the return date open?
    Yes, but on Standard tickets only. The open dated return is valid for 6 months from the date of your outward departure. You must reserve your return journey yourself with a local Eurolines office at least 48 hours before your intended departure. Please note that a small booking fee may be levied at the local Eurolines office where you confirm your return.

     

    Every time I book I get a different price. How is this possible?
    The price of a ticket depends on when you make the reservation and the date and/or time of travel. Also, for many destinations it is the case that the sooner you book, the lower the price.

     

    Do I get a discount with a Stay Okay card?
    For most destinations you’ll get a 10% discount on our Standard ticket prices (i.e. not Promo fares). This 10% discount is only available for purchases of Standard tickets via one of our Eurolines shops in the Netherlands. You must present a valid Stay Okay card to obtain this discount.

     

    Are there any discounts according to the age of the passenger?
    Yes - Depending on the age of the passenger we offer discounts off our Standard fares only. Please click here for more information: Our price policy

     

    How many tickets for children (4 – 11 years) or infants (0-3 years) can I book?
    For every fare paying adult you can book two children at child fare or one infant at the infant fare.

     

    Does Eurolines offer special tickets for touring around Europe?
    Yes. We can offer you the Eurolines Pass, This is a special round trip ticket enabling you to visit a selection of some of Europe's finest cities. There are two levels of Eurolines Pass - 15 or 30 day validity.

    Available exclusively via our Eurolines shops, we can also offer you a Eurolines Discount Card. Two versions are available to buy - 3 or 6 months validity. These Discount Cards guarantee you 25% discount off Standard ticket fares to the majority of destinations offered by Eurolines. Click here for more information: Discount Cards

     

  • Online Bookings & Payment Methods

    Will I receive a confirmation by email after booking?
    Yes - You will receive an email after making your on-line booking. This email contains a link to download your e-ticket. You must download and print out this e-ticket and bring it with you to check-in. Without this printed ticket you cannot travel.

     

    How can I pay for my ticket?

    • Online: We accept Visa / Mastercard or offer online banking called Ideal (online banking with a Dutch bankaccount).

    • Shops: We accept cash, a Dutch bankpass or Mastercard/Visa card.

    • Call Centre: +31 (0)88 0761700 (local rate) you can pay by Mastercard, Visacard or American Express.

     

    Is it safe to book and pay through your website?
    For the protection of your details during the booking process we use Secure Socket Layers (SSL). This is a security system for the Internet which ensures that the information exchange between you and our website during the online booking process is encrypted and therefore cannot be read by third parties. This means your payment details and personal details are protected. A page is secured if there is a padlock at the bottom of the page on your screen. Most browsers support SSL. If you are not sure whether your browser supports SSL, check the browser data with your Internet Service Provider.

     

    What company supports the online payment on www.eurolines.nl and is it safe?
    Adyen Payment Services. For more information about Adyen's safe payment please click here: www.adyen.com

     

    What kind of credit cards do you accept?
    Eurolines accepts Visa and MasterCard.

     

    What is iDEAL and is this a safe and easy method of payment?
    With IDEAL you can pay safely and easily for your Eurolines ticket. Ideal is an internet banking online payment service for those clients who have a Dutch bank account with one of the following banks: ABN-AMRO, Fortis, ING, ASN, Friesland Bank, Rabobank, SNS Bank, Triodos Bank, Van Lanschot Bankiers and RegioBank.

     

  • Modifying & Cancelling tickets

    Is it possible to modify or cancel my ticket?
    Please check the conditions of your ticket type. Click here for more information.

     

    I have booked my ticket through your Website or Call Centre. How can I change my booking?

    Unfortunately for security reasons we do not offer the facility for clients to modify their bookings online. You can modify your booking via our Call Centre +31 (0)88 0761700 (local rate), if you can pay by credit card for the modification fees that applies. Alternatively you can visit our nearest Eurolines shop in the Netherlands.

    Tickets purchased outside the Netherlands can only be modified at an Eurolines Shop, if conditions allow this.

    Cancelling Dutch tickets can only be done through our call centre, tickets purchased outside the Netherlands cannot be cancelled.

     

    I have booked my ticket in one of your shops. How can I modify my ticket?
    If you booked and received your ticket at a Eurolines shop, you will need to return to on of the shops to modify your booking, hand in the old ticket in exchange for a new ticket. Tickets purchased outside the Netherlands can only be modified at a Eurolines shop if conditions allow this.

     

    I did not use my return journey. Is it possible to have a refund on an unused portion of a ticket?
    Only completely unused tickets are eligible for a refund. Partially used tickets (including Open Returns) will therefore not be considered for any refund.

     

    Is Eurolines responsible in case of a delay?
    Eurolines accepts no liability for any delays experienced whilst travelling and/or for any costs incurred by the passenger as a consequence thereof. For this reason we advise all clients to take out personal travel insurance. Please click here to find out more information about the insurance policy recommended by Eurolines: Mondial Insurance

     

  • Check-in

    How long before departure do I have to be at the coach stop/ station?
    Click here for more information about checking-in procedures with Eurolines.

     

    Do I have to check-in before departure?
    Click here for more information about checking-in procedures with Eurolines.

     

    How do I recognize my Eurolines coach?
    The majority of our coaches are in Eurolines livery. However, on some routes the livery of the coaches may vary and there may only be a Eurolines sticker displayed in the front windscreen. Occasionally, due to high demand for our services (typically holiday periods), we may put on extra services and these coaches are unlikely to be in Eurolines livery. If you are in any doubt: always ask the driver and check for the Eurolines logo in the front window.

     

    Will there be a sign with my destination in the coach windscreen?
    Not always. Sometimes the coach that picks you up from your departure point has only the final destination displayed in the front windscreen. This is because the majority of Eurolines routes include multiple stops and it would be impractical to display every stop in the front windscreen. This can for example be the case when you are travelling to a destination in belgium, France, Germany and Luxembourg. Also, you may have booked a journey which requires a change of coach. In both examples, please ask the driver to confirm that his/her coach is going to the destination (or connecting destination) stated on your ticket.

     

    Where can I find information about the departure points in the Netherlands?
    Please click here for information about the Departure points NL.

     

    Where can I find information about arrival and departure points outside the Netherlands?
    Please click here for information about international departure points.

     

  • During the journey

    How many drivers will there be on the coach?
    Eurolines strictly adheres to the EU driving and rest time regulations (561/2006). Depending on the duration of the journey, there will be one or two drivers on the coach.

     

    Will there be refreshment stops during the journey?
    Yes. Regular comfort stops are scheduled on all Eurolines services. Please listen carefully to the announcement of the driver about the duration of the stop and what time you must be back at the coach.

     

    Will there be a toilet on the coach?
    Except on lines to Morocco, toilet facilities are available on all coaches used by Eurolines. The capacity of these chemical toilets is limited, and due to environmental laws they cannot  be emptied during the journey. Therefore we advise customers to use the toilets facilities at comfort stops wherever possible.

     

    Can I buy food and drinks on the coach?
    No, there are no catering facilities on Eurolines coaches. You can bring your own food and soft drinks or alternatively purchase items at the regular comfort stops. Please be advised that food and drinks can only be enjoyed during the comfort shops, not in the coach.

     

    Can I reserve a seat number on the coach?
    No - We do not have numbered seating on our coaches. Passengers can choose their seats when boarding the coach.

     

    Can I smoke or drink alcohol on the coach?
    No. Smoking or drinking alcohol on any Eurolines coach is strictly forbidden. 

     

    How can I find the route the coach takes?
    You can print a copy of the timetable for your journey. Click here to search our on-line electronic timetable.

     

    Can I listen to music or watch a personal movie during the journey?
    Yes providing that the audio and visual equipment used is through personal headphones set at a volume level that will not disturb the enjoyment of the journey for fellow passengers.

     

    Can I change money at the border?
    Unfortunately not. There is insufficient time at border stops to exchange currencies. Eurolines advises you to arrange your foreign currency exchanges before you check-in.

     

    Where can I find more information about about Eurolines luggage policy?
    Click here for more information: Luggage policy 

     

    What English Channel crossing do you use on the London service?
    Depending on the service chosen, your crossing of the English Channel will be by Eurotunnel or Ferry. For operational reasons (typically Force Majeure), Eurolines reserves the right to change the method of crossing the Channel at our discretion. Please ask one of our Reservation agents for more information.

     

    How to reach the center of Paris/Airport Charles de Gaulle from Galliéni ?

    The Galliéni Bus Station is located at the terminus of the subway line 3. It it easier to take line 3 (direction Pont Levallois/Bécon), than change at ‘République’ (after 6 stations) for line 5 towards Bobigny, which leads in 3 stops to the North Station.

    For the Airport CDG:
    Subway line 3 – Direction Pont Levallois/Bécon
                          Galliéni  - République

    Subway line 5 – Direction Bobigny
                           République – Gare du Nord

    RER : Gare du Nord – CDG


     

    How to reach Brussels North from Brussels South Charleroi Airport/Brussels International Aiport?

    From Brussels South Charleroi Airport:
    There is a smooth connection from the airport to the capital. Every 30 minutes a shuttle leaves from the airport to the most important train station Brussels South (Midi).The ride lasts 1 hour. De stop is at the corner of Rue de France. From there you take the train to Brussels North. Every 7 minutes there is one and it takes 10 minutes to get there.

    More info you can find on charleroi-airport.com

    From Brussels International Airport (Zaventem):
    With the train: the airport station is below the terminal in the basement (level-1). Up to 4 trains an hour connect the airport to the train station of Brussels North. It takes approximately 20 minutes to arrive.

    With the bus: The bus station is located on level 0 beneath the arrival hall. Bus company De Lijn operates express bus services to the rail way station of Brussels north (line 471). Moreover De Lijn operates also regional services to the train station of Brussels North (line 272). The ride takes 45 minutes.

    More info you can find on brusselsairport.be

     

  • Your luggage

    What is my luggage allowance?
    Click here for more information: Luggage

     

    Is it possible to transport extra luggage?
    Transport of excess luggage cannot be guaranteed. If we can take your extra luggage you will be charged an  excess which must be paid directly to the coach driver. The amount charged for excess luggage depends on the size and weight of the baggage.

     

    How should I transport the luggage?
    All pieces of luggage (including hand luggage) must be properly packed and labelled - indicating the passenger’s name, address, telephone number and destination. The traveller is responsible for identifying and removing his own luggage from the coach hold upon disembarkation. At most major Eurolines coach stations, baggage labels are available on request. 

     

    What is the hand luggage allowance?
    One handbag or bag of similar dimensions may be taken on the coach as hand luggage. Hand luggage must be stored in the appropriate baggage racks and may not be placed under/or on the seats or in the aisle.

     

    What is the luggage allowance for children and for babies?
    Click here for more information: Luggage

     

    I had to pay an insurance fee for my luggage during my last journey. Is that normal?
    Click here for more information: Luggage

     

    Can I send unaccompanied packages by coach?
    Unfortunately it’s not possible to send unaccompanied packages by coach.

     

    Can I bring my bicycle or surfboard?
    Unfortunately it’s not possible to transport (folding) bicycles or surfboards - even if these items are packed.

     

    Can I transport a wheelchair or walking frame?
    If it is used by the passenger, eurolines will always try to arrange. However, transportation of a wheelchair or walking frame has to be requested when making the booking and is not always guaranteed.

     

    Can I take my pet or sensing dog?
    In the interests of fellow passengers, the transportation of animals whether dead or alive is strictly forbidden. The only exception to this rule are certified sensing dogs for the disabled . In such cases, it is essential that the disabled passenger or their helper advises our Eurolines agent at the time of booking. Furthermore, the disabled passenger must be aware of the border crossing procedures in advance of travel. The carriage of  sensing dogs are charged at the same fare as a child.

     

    What do I do in case of damage or missing luggage?
    Click here for more information: Luggage

     

    Who is liable in case of missing/damaged luggage?

    Liability for theft, loss or damage to luggage transported in the baggage compartment is only accepted if and insofar as this has come about through intent or gross negligence by Eurolines or its appointed carriers for the journey, Click here for our full terms and conditions, see article 5. Passengers are strongly advised to take a travel insurance.

     

    What are the restrictions regarding the transportation of dangerous or illegal substances?
    It is absolutely forbidden for passengers to transport Narcotic drugs, explosives, weapons, oxygen or gas canisters, perishables or dangerous caustic substances on a Eurolines coach.

     

    Can I bring a pillow with me in the bus?
    Yes, it's permitted to bring a pillow in the bus.

     

  • Travel Documents

    Do I need to show my travel documents when I book?
    Make sure you are in possession of the correct documents (passport and if necessary obligated visa). If you make your reservation in one of our outlets or a travel agency please take them with you to show to the staff. When you book over the phone, please keep them ready when we ask for the numbers.

     

    What travel documents do I need?
    It is the responsibility of the passenger to ensure that they have all the necessary travel documents for entry into or transit through the countries on the Eurolines journey(s) that they have booked. Such documentation could include -  passport, identity card, visa, authorisation for minors, proof of inoculations and vaccinations. Passengers may cannot derive any rights or recourse from advice given by Eurolines staff on this matter. If before or during the journey, a passenger is refused entry into or permission to transit through a specific country because they do not have the necessary official travel documents at their disposal, Eurolines cannot be held responsible for any resulting consequences including any demand for partial or full refund of the fare paid.

     

    What is the minimum age to travel unaccompanied on a Eurolines coach?
    Click here for more information: Passengers under 18 years old

     

    Can I travel on an expired passport or identity card?
    No, It is not possible to travel using expired travel documents.

     

    Why do you need the details of my travel documents?
    Customs and immigration in certain countries across our network require deatils of  passenger travel documents in advance.

     

    Can I buy visa at the border of a country?
    No - All travel documentation must be obtained before embarking the Eurolines coach. It is the responsibility of the passenger to ensure that they have all the necessary travel documents for entry into or transit through the countries on the Eurolines journey(s) that they have booked. Such documentation could include -  passport, identity card, visa, authorisation for minors, proof of inoculations and vaccinations. Passengers may cannot derive any rights or recourse from advice given by Eurolines staff on this matter. If before or during the journey, a passenger is refused entry into or permission to transit through a specific country because they do not have the necessary official travel documents at their disposal, Eurolines cannot be held responsible for any resulting consequences including any demand for partial or full refund of the fare paid.

     

    Where can I find information regarding the transit countries?
    You can print a copy of the timetable for your journey. Click to search our on-line electronic timetable. It is really easy to use. Just enter your departure town and destination.

     

    Where can I get information regarding visas and other official travel documents?
    Please contact the individual consulate of each country that you visit or transit

     

  • Travel and cancellation insurance

    Do Eurolines recommend a travel insurance policy?
    Yes. You are of course at liberty to choose your own private insurance policy. For just €5,50 per person, Eurolines are pleased to recommend a travel policy from the highly respected insurance company - Allianz Insurance. For an overview in English of the cover provided by the policy please click here: Allianz Assistance

     

    In what countries is the Mondial insurance valid?
    The insurance is valid for journeys with destinations within Europe, as well as the Non- European countries on the Mediterranean Sea. Read article 4 of the General Stipulations for Eurolines travel and cancellation Insurance.

     

    What is the validity of the travel and cancellation insurance?
    Within the validity period of the Insurance policy, the cover period will start as soon as the insurant starts the journey(i.e. embarked the Eurolines coach) and end as soon as ends as soon as the insurant has reached the final destination of the journey (i.e. has debarked the Eurolines coach) If the booking also encompasses the return journey to the Netherlands, the cover period will resume as soon as the insurant starts the journey to the Netherlands( i.e. embarked the Eurolines coach) and ends as soon as the insurant has reached the final destination of the journey in the Netherlands ( i.e. has debarked the Eurolines coach). 

     

    I have made a booking already. Is it possible to add the Mondial insurance later?
    Unfortunately not. The purchase of the Allianz Insurance has to be made at the same time you book your Eurolines ticket.

     

    Who should I contact in case I have a claim?
    Allianz Assistance
    Postbus 9444
    1006 AK AMSTERDAM
    Telnr +31 (0) 20 561 87 11
    Fax.nummer +31 (0) 20 668 40 91

     

    I have enclosed a travel- and cancellation insurance with you. I would like to cancel my trip. What should I do?
    Please read the Allianz Assistance  for the cancellation insurance. By request, Eurolines can send you an official document with the cancellation charges that will have been applied. The cancellation insurance is only applicable and valid before the first departure date stated on your Eurolines ticket. You must report the cancellation to Allianz Assistance within 24 hours.

     

    What is the contact address of the Allianz Assistance and cancellation insurance?
    Allianz Assistance
    Postbus 9444
    1006 AK AMSTERDAM
    Telnr +31 (0) 20 561 87 11
    Fax.nummer +31 (0) 20 668 40 91

     

    I do not have a residence in the Netherlands. Am I covered if I buy the Mondial Assistance travel and cancellation cover?
    Yes, but the conditions are different for cancellation - see Insurance information/ cover overview.

     

    Does it show on my ticket that I have purchased Allianz Assistance insurance with Eurolines?
    Yes. On your ticket it will be printed ‘insurance paid’

     

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