General travel conditions
Online Version: 2010

About this English translation

1. Applicability

1.1 These Conditions apply to all coach journeys arranged by Eurolines Nederland B.V. or its agents, except if, and insofar as information concerning any scheduled service is published to the contrary either by or on behalf of Eurolines Nederland B.V. or if the contrary appears in any other way.

1.2 The Standard Conditions of the companies contracted by Eurolines for the journey are applicable in addition to these Conditions insofar as they do not conflict with the Transportation Conditions of Eurolines Nederland B.V.

2. Definitions

2.1 Passenger: The person who books the journey, as well as any person for whom the journey is booked and/or who makes the journey.

2.2 Eurolines: Eurolines Nederland B.V.

2.3 Booking: Application to enter into a travel contract with Eurolines or one of its agents, involving a coach journey corresponding to a timetable published by Eurolines.

2.4 Reservation: A booking accepted by Eurolines for a timetabled coach journey to be taken at a specified date and time.

2.5 Ticket: A travel document supplied by, or by order of Eurolines, which under the provisions of these Conditions gives the right to take one or more coach journeys on the route or routes stated on the ticket.

3. Return journeys / Reservations

3.1 Eurolines Standard return tickets are valid for a maximum of 6 months after the first travel date, or at the latest 7 months after the date of issue. Where Eurolines is acting as an agent for other carriers, the validity of tickets issued to passengers is under the auspices of the Travel Conditions of the principal carrier. Promo return tickets are valid for four weeks and have specified outward and return dates.

3.2 A minimum of 48 hours prior to the preferred travel date is required to book open return tickets. Eurolines cannot guarantee the availability of seats on the desired travel date and under no circumstances will be held responsible for any losses incurred if the passenger is unable to travel at the time of their choosing. If you have booked an open return ticket with a transfer to another scheduled service, please be aware that you need to book the last section of your return journey yourself with the relevant Eurolines partner.

3.3 Bookings are only accepted if full payment for the relevant fare has been received by Eurolines.

3.4 Return journeys that require reconfirmation must be reconfirmed (preferably immediately upon arrival) with with the local Eurolines representative at least 5 days prior to the preferred travel date, unless otherwise stated on the Eurolines ticket, brochure, or website. It is the customer's responsibility to ascertain in advance whether reconfirmation is required.

4. Check-in / Lost tickets / Modification & Cancellation / Complaints

4.1 Upon request at check-in and during the journey, passengers must be be able to show a valid Eurolines ticket or e-ticket in their own name(s). If a valid Eurolines ticket cannot be shown at check-in, a new ticket must be purchased to travel. Neither the original or new ticket are refundable.

4.2 It is the passenger's responsibility to check that the ticket has the correct number of vouchers and information when issued, or handed back to the passenger after inspection by check-in staff or the carrier (e.g. driver).

4.3 Duplicates will not be provided should the ticket be lost or stolen, nor will the fare be reimbursed. It is recommended that passengers take out insurance to cover such an eventuality.

4.4 The number of alterations to a reservation (date, time, change of name or embarkation point) for a Standard ticket is unlimited upon payment of the relevant modification fee on each occasion: A) Until 48 hours before the departure time of the outward journey: € 5 per ticket plus any applicable surcharges. B) From 48 until 6 hours before the departure time of the outward journey: € 10 modification fee per ticket and any applicable surcharges. C) Within 6 hours before departure: modifications are not permitted. Modifications are not permitted after the departure, or if you are too late for check-in and/or departure and by consequence miss the coach. Modifying the return journey in The Netherlands is only possible before the departure time of the outward journey - in this instance the modification fee and conditions are the same as stated above. After the departure time of the outward journey, the return journey of a Standard ticket can only be modified from abroad (excluding changing the name on the ticket) - and the local modifications fees and conditions will apply. A Promo ticket can be changed (date, time, change of name or embarkation point) only once up until 48 hours before the departure time of the outward journey. The modification fee will include the difference in fare up to the price of a standard ticket, any applicable surcharges, plus a € 10 modification fee. Changing a Promo ticket within 48 hours before departure or after the departure time of the outward journey is not possible. A Super Promo ticket cannot be changed. Changing the destination is considered a cancellation for all types of ticket.

4.5 Partially used tickets will not be considered for a refund, including open return tickets. The reservation fee is non-refundable. The cancellation fee for a Standard ticket are: A) Until 48 hours before departure: 25% of the ticket price with a minimum of € 10 per ticket. B) 48 - 6 hours before departure: 50% of the ticket price with a minimum of € 25 per ticket. C) Within 6 hours before departure or if you are too late for the check-in and/or departure that results in missing the coach: No refund is given. Cancellation charges are never less than the applicable modification fee. The cancellation conditions of Promo tickets, Super Promo tickets, Eurolines Passes, Mini Passes and special offers are not possible.

4.6 Complaints or requests for compensation/damage claims regarding the journey's) experienced must be submitted in writing to the Eurolines head office in the country where the ticket was purchased no later than 1 month after the last travel date stated on the ticket, subject to the provisions of Article 5.11.

5. Luggage

5.1 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.

5.2 Eurolines accepts no liability for the transportation of hand luggage. Hand luggage is the sole responsibility of passengers.

5.3 Eurolines is not liable under any circumstances for the loss or damage to money, securities, gold, silver, jewellery, works of art or other valuable items such as cameras, electronic recording/listening devices, mobile telephones and computers.

5.4 Liability for theft, loss or damage to luggage transported in the coach baggage hold is only accepted up to a maximum of € 75 per luggage, if and insofar that the incident has happened as a result of gross negligence or wilful misconduct by Eurolines or its appointed carriers for the journey, with the exception of items stated in article 5.3 and provided that the conditions stated in article 5.11 have been adhered to.Luggage is the sole responsibility of passengers when transferring between coaches or passing through customs.

5.5 It is strongly recommended that passengers take out adequate luggage insurance. 

Eurolines offers a travel insurance of Mondial assistance. 

5.6 In addition to 1 piece of hand luggage, a maximum of 2 pieces of baggage (suitcases, bags, and packages 70x80x20 cm with a total maximum of 25 kilos) per passenger will be accepted for carriage. Carriage cannot be guranteed if any pieces of luggage or items deviate from these specifications.The carriage of objects such as bicycles, sporting equipment, skis and musical instruments are strictly prohibited.

5.7 Transporting animals dead or alive is not allowed other than in the case of certified sensing dogs for the handicapped. In such cases, the passenger must disclose this information at time of booking. Furthermore, the passenger must be aware of the required procedures in advance of travel. The cost to transport sensing dogs is the same as applied to children.

5.8 It is strictly forbidden for passengers to transport on their person or in their baggage - narcotic drugs, explosives, weapons, oxygen or gas canisters, perishables or dangerous caustic substances

5.9 All pieces of luggage, including hand luggage, must be properly packed and clearly indicate the passenger’s name, address, telephone number and destination. The traveller is responsible for identifying and removing his/her own luggage upon disembarkation.

5.10 In the event that passengers do not comply in their obligation (to pay compensation) to Eurolines or the persons or organisation involved in providing the journey, Eurolines has the right to detain all baggage or other items accepted for transport.

5.11 In the event of damage or loss of luggage during the journey other than hand luggage, the customer must report this with the carrier (driver) and Eurolines immediately upon discovery. If the ticket was bought in the Netherlands, written notice must be given to the head office of Eurolines Nederland within 10 days after the discovery of the damage/ disappearance, accompanied by the remainder of the original ticket and luggage label.

6. Delays / Cancellations

6.1 Eurolines accepts no liability for any delays to the journey and/or losses incurred by the passenger as a consequence thereof.

6.2 Eurolines has the right at any time to cancel the journey due to threat or presence of war, armed conflicts, terrorist attacks, blockades, strikes, bad weather conditions, social unrest, technical malfunctions on the coach or any other circumstances that could impede the journey. The fare will be refunded for the cancelled portion of the journey.

7. Liability of the passenger

7.1 The lead passenger who also books the journey on behalf of other passengers is liable to Eurolines for any damage caused by said other passengers.

7.2 Children under 16 years of age are not allowed to travel with Eurolines unless accompanied by an adult. Passengers aged between 16 and 17 years old must carry an authorization from a parent or legal guardian during the journey. A standard form can be downloaded via www.eurolines.nl

8. Obligations of the passenger

8.1 Passengers are not allowed to use radios, cassette players, TV or video-playback equipment nor to play musical instruments on the coach. Use of an mp3-player is only allowed if the sound is set to such a level that other passengers cannot hear it.

8.2 Passengers must refrain from: damaging or littering the coach, consuming food, alcoholic drinks or using narcotics in the coach, obstructing the chauffeur or other personnel in any way that impairs the performance of their duties, cause bother or annoyance to other passengers or road users. Conduct which does not comply with, or ignores these stipulations entitles Eurolines and/or the carrier with immeiate effect to refuse the passenger access to the coach and or the right to continue their journey aboard the coach.

8.3 Passengers are not permitted to smoke on any Eurolines coach where a non smoking policy is in force. Eurolines are entitled to require offending passengers to remove themselves from the coach or coach station if they do not comply with a request to desist from smoking.

8.4 During a ferry crossing it is not allowed to enter the coach. It is the responsibility of the passenger to take all necessary baggage and effects with them when leaving the coach.

8.5 It is the responsibility of the passenger to ensure that upon departure he/she has all necessary travel documents for entry to or transited countries on the journey, such as passport, visa, travel authorisations for minors, proof of inoculations and vaccinations. No passenger rights derive from any advice given by Eurolines on this subject. If before or during the journey, the passenger is refused entry to, or permission to transit through a specific country because he/she does not (or appears not to) have the necessary travel documents at his/her disposal, all consequences thereof, including any damages and costs incurred by Eurolines, are for the account and risk of the passenger without any right to full or partial refund of the fare.

8.6 Passengers must be at the embarkation point at least 30 minutes prior to departure unless otherwise stated in Eurolines publications or at www.eurolines.nl. Check-in closes 15 minutes before the scheduled departure of the service. Passengers failing to check-in before this time forfeit their seats.

8.7 Passengers must return to the coach on time at stops made during the journey. The coach will depart according to the stated time of the schedule. Eurolines will not be liable in any way for the failure of a passenger to rejoin the coach at the stated time.

8.8 At all times, the passenger must behave in accordance with the safety instructions, rules and regulations that have been or will be given by Eurolines or individuals or organizations involved in the journey on behalf of Eurolines. If available, wearing of seat belts aboard the coach whilst travelling is compulsory.

8.9 Any shortcoming noted by the passenger in the performance under the agreement must be reported in writing as soon as possible and at the latest within one month after the travel date, unless otherwise stipulated in these Conditions, e.g. as is the case in Articles 5.4 and 5.11.

8.10 If for whatever reason Eurolines cannot fulfil, or has not fulfilled its transportation obligations, the passenger should contact Eurolines or the relevant local foreign representative and request that the Eurolines office in the Netherlands be contacted. If at all possible, Eurolines will then provide a solution or alternative transportation. The costs associated for an alternative solution must be reasonable.

8.11 Eurolines reserves the right to check and photocopy or otherwise record your travel documentation, and will refuse passengers carriage if such documentation is not produced, or does not appear to be in order. In such cases, the passenger is not entitled to any refund amount of the ticket. Eurolines may be subject to a fine and other associated costs if passenger documentation is missing or incorrect and Eurolines reserves the right to recover any such charges from any passenger who fails to comply.

9. Liability of Eurolines

9.1 Eurolines has the right to deviate from these Conditions according to regulations or directives issued by the Dutch or Foreign Governments (relevant to the journey booked) without any liability to passengers for errors and inconsistencies in printed material published or to be published on its behalf.

10. Refusal of access

10.1 Eurolines and individuals or organisations involved in the journey on behalf of Eurolines are entitled at any time to refuse access to or seating on the coach to any individual where it can be reasonably suspected that they are under the influence of alcohol or drugs; whose appearance or dress does not fulfil basic hygiene requirements; who through apparent illness or physical appearance cannot reasonably be considered capable of travelling; or in any other way it is reasonably considered that they will interfere with, delay, or impede the journey; or present a danger of contamination to fellow passengers, whether the aforementioned is in breach of these Conditions or not. In such cases, Eurolines will only be obliged to refund the fare without any futher  recourse.

11. Changes by Eurolines

11.1 Eurolines and/or its foreign representatives are entitled at any time to change the schedule. Passengers must ascertain whether a change in departure time has been made 48 hours before the stated departure time.

11.2 Up to 30 days prior to departure, Eurolines is entitled to increase the fare due to changes in transportation costs (including fuel costs), duties owing, or the relevant rates of exchange. In such cases, the fare will be increased by the same percentage of the additional costs incurred since the booking date. In such cases the customer can cancel the ticket free of charge.

12. Applicable law /Legal jurisdiction

12.1 This contract is governed by Dutch law.

12.2 All disputes arising from these Conditions or in relation to the performance of the contract will exclusively and in the first instance be brought before the (President of the) District Court of Amsterdam, unless mandatory law stipulates that the Subdistrict Court (‘Kantongerecht’) is authorised to hear the dispute, in which case the Subdistrict Court which according to the law is competent to hear the case shall decide the case and subject to the passenger declaring, within one month that the dispute must be brought before the court with relative jurisdiction as designated by the law.

12.3 If and as far as a dispute exists regarding the interpretation of Eurolines’ Transportation Conditions, the Dutch language version is decisive in the settlement of such dispute.

13. Errata

13.1 Obvious errors or mistakes in our travel brochures, www.eurolines.nl and other publications are not binding on Eurolines.

14. Notifications

All notifications to Eurolines are to be sent to:
Eurolines Nederland B.V.
Julianaplein 5, 1097 DN Amsterdam,
The Netherlands
Telephone: +31 (0)88 - 0761700
Fax: +31 (0)88 - 0761737