<p>When canceling a ticket, the customer has the option to choose a voucher as the method of return. This means that after canceling the ticket, the system will automatically send a voucher to the customer.</p>
<p>The voucher is valid for one year and can be used to purchase a new Lux Express bus ticket.</p>
<p>A voucher can be used to pay for one or more tickets until it`s currency is used. You can pay up to 10 times/ten tickets with one voucher.</p>
<p>The voucher cannot be exchanged for money.</p>
<p>The voucher is valid as a means of payment when paying for tickets in the Lux Express online store www.luxexpress.eu or in the Lux Express mobile application.</p>
<p>When paying for tickets, the voucher code must be entered in the last view (5. Payment details) by clicking "ADD VOUCHER":</p>
<p><img src="https://luxexpress.zendesk.com/hc/article_attachments/8188413976476" alt="add_voucher.jpg"></p>
<p>You must enter the voucher number, that you can find on the voucher (not the canceled ticket`shopping basket number):</p>
<p><img src="https://luxexpress.zendesk.com/hc/article_attachments/8210861380892" alt="voucher_eng.jpg"></p>
<p>After copying the number, click "apply", otherwise the voucher will not be applied:</p>
<p><img src="https://luxexpress.zendesk.com/hc/article_attachments/8188438749596" alt="Apply_voucher.jpg"></p>
<p>In the next view, the system shows the calculation process and if it is necessary to pay the price difference (if the voucher does not cover the entire ticket cost), click "approve redeeming":</p>
<p class="wysiwyg-text-align-center"><img src="https://luxexpress.zendesk.com/hc/article_attachments/8188478906780" alt="approve.jpg"></p>
<p>If you need to pay more, you can do it either with a bank link, credit card or by adding another voucher:</p>
<p><img src="https://luxexpress.zendesk.com/hc/article_attachments/8188497249180" alt="pay_more.jpg"></p>
<p> </p>
<p>Wishing you a successful ticket purchase!</p>

Usage of the voucher 

<h3 id="h_01J0NYBP76DYTN64XGTA8A06QV"><strong>How to use codes?</strong></h3>
<ul>
<li>one code per one direct trip part (for example Riga-Vilnius, but not Riga-Vilnius-Riga)</li>
<li>one code per one passenger</li>
<li><strong>if you have more than one code and you want to book a round trip or single trip for several passengers, then you need to book the tickets one ticket at the time</strong></li>
</ul>
<p>To book a ticket with a discount code, go to Lux Express homepage  <a href="http://www.luxexpress.eu">www.luxexpress.eu</a> </p>
<ol>
<li>insert your preferred journey data</li>
<li>insert the discount code into the Promocode field</li>
<li>hit SEARCH to activate the code and book your 100% compensated new trip<br><br><img src="https://luxexpress.zendesk.com/hc/article_attachments/360014778140" alt="Lux_Express-Using_codes.png"><br><br><em>NB! It is not possible to use more than one discount code at once. If you have more than one compensation code and you want to book more than one direction/trip, then please book the trips one by one.</em>
</li>
</ol>
<h3 id="h_01J0NYBTMJGFJA4VSNCWJG4DE9">
<strong>FAQ</strong> <strong> <br></strong>
</h3>
<h4 id="h_01J0TK92RF2HMM48T1K2DKBSDS">For how long can I use these codes?</h4>
<p>It depends on the campaign or specific codes terms. Most likely you were given this information together with the codes.</p>
<h4 id="h_01J0TK97BH3HZP7NQF6E1JVNED">If I use the codes now to book a new trip but need to change these tickets later on – is that possible?</h4>
<p>Yes, it is possible. If tickets have been booked with a 100% discounted code, it can be changed once without any additional fee by calling Lux Express customer service (phone number and opening hours can be found <a href="https://luxexpress.eu/en/contacts/" target="_self">here</a>). The second time you have to pay the price difference between the original and the amended ticket.</p>
<p>If the ticket is booked with another discounted code, then the price difference between the original and amended ticket must be paid via <a href="https://luxexpress.eu/en/manage-booking/" target="_self">Lux Express self-service</a> or by calling us.</p>
<p>Ticket change is possible until 1h before the original departure time.</p>
<h4 id="h_01J0TK9EA3TVATRGSZS5EN7W5C">The code is not giving a discount. What can be the problem?</h4>
<p>Firstly, please check do you have a direct trip (not a connection trip) and one direction on a search bar (no return date). The next step is to check the number of passengers- the code is valid just for one passenger. If the code still does not give a discount, copy-paste the code once again and check if is there any free space before/after the code. If those things are all OK, please contact Lux Express customer service to check the code itself.</p>

How to use discount or new ticket codes

<p>Your Lux Express 2020 trip was postponed due to the state of emergency. You filled a compensation request form on our website. You most likely have received compensation code(s) from us by e-mail. Yes? If not, then contact us: info@luxexpress.eu</p>
<p>And if you are wondering when and how to use the codes received, please read further.</p>
<h4 id="h_01J095RBAP3JFQS2BJC0SJY9VZ"><strong>Lux Express postponed trips compensation codes</strong></h4>
<ul>
<li>codes are sent to travellers whose trip was postponed starting from 14.03.2020 due to the state of emergency and border closures</li>
<li>codes are sent to travellers who filled a specific form on Lux Express website or contacted our Customer Service</li>
</ul>
<h4 id="h_01EH7DNQNBH1HPGKG19M452BC0"><strong>Terms of using codes</strong></h4>
<ul>
<li>one code per one postponed trip part (ticket coupon)</li>
<li>is valid on all Lux Express routes</li>
<li>code gives you 100% discount for one trip part (you need 2 codes for route with coach change or round-trip)</li>
<li>codes are valid to be used until 20th of December 2023</li>
<li>travelling period is until 20th of December 2023 (meaning you can travel until last day of code validity)</li>
<li>compensation codes for 100% discount are prolonged until 20th of December 2023, but there are some exclusion dates for travel:<br><br>&gt; on Baltic lines - 23.12-26.12.2022, 06.04-10.04.2023, 30.04-01.05.2023, 22.06-25.06.2023<br>&gt; on Russian lines - 22.12.2022-09.01.2023, 22.02.-26.02.2023, 28.04-01.05.2023, 05.05.-09.05.2023, 09.06-12.06.2023, 03.11-06.11.2023<br>&gt; on Estonian domestic lines - 23.12-26.12.2022, 23.02-26.02.2023, 06.04-09.04.2023, 28.04-01.05.2023, 22.06-25.06.2023</li>
</ul>
<h4 id="h_01J097V271E6B72RNEXBR50SKC"><strong>How to use codes?</strong></h4>
<p>If you have more then one code and you want to book a round trip, then you need to book the journey one trip at the time.</p>
<p>To book a ticket with a discount code, go to Lux Express homepage <a href="http://www.luxexpress.eu">www.luxexpress.eu</a> </p>
<ol>
<li>insert your preferred journey data</li>
<li>insert the discount code to the Promocode field</li>
<li>hit SEARCH to activate the code and book your 100% compensated new trip<br><br><img src="https://luxexpress.zendesk.com/hc/article_attachments/360014030179" alt="Lux-Express_How-to-use-codes.jpeg"><br><br><em>NB! It is not possible to use more than one discount code at once. If you have more than one compensation code and you want to book more than one direction/trip, then please book the trips one by one.</em>
</li>
</ol>
<h1 id="h_01J095RBAPQF1AGA4FEHJVX2XT">FAQ</h1>
<h3 id="h_01J097TWDV5R5E25M7RXAH081R">Which trips were cancelled due to the emergency state? Do I get compensation as well?</h3>
<p>If your ticket was purchased on a trip from/after 15th of March, and you got a notification (SMS, email) about the cancellation, most likely your trip was postponed. If you are not certain, then please find information from <a href="https://www.luxexpress.eu/en/" target="_blank" rel="noopener noreferrer">our homepage</a>.</p>
<h3 id="h_01J097TWDVT49PB02GYP1CV5ZK">My previous trip was Tallinn to Riga, can I use the code for a trip from Riga to St.Petersburg?</h3>
<p>Yes! The compensation code works regardless of your previous trip. Search trips between your desired destinations, get the 100% trip compensation and enjoy the journey.</p>
<h3 id="h_01J097TWDV3CH3PEQQARFAJ65X">My previous ticket price was 5€, but I know the trip I want to take costs more. Can I still get a 100% refund?</h3>
<p>Yes! No matter the price of the ticket you had - if the trip was postponed because of the emergency state, we are giving you a 100% compensation for your next trip. Just use the code sent to you by e-mail, to book your next trip.</p>
<h3 id="h_01J097TWDVRVSMAJ95QXGRY3MT">My previous ticket price was 5€, but I know the trip I want to take costs more. Can I still get a 100% discount?</h3>
<p>Yes! No matter the price of the ticket you had – if the trip was postponed because of the emergency state, we are giving you a 100% compensation for your next trip. Just use the code sent to you by e-mail, to book your next trip.</p>
<h3 id="h_01J097TWDVJGS2D0C0D2K5ETKE">My trip was before the 14.03.2020 closedown - do I get my trip compensated?</h3>
<p>No, until the emergency state was not declared, the borders were open and our departures took place. The traveller did have no obstacles to take the trip, so there is no compensation to trips prior 14.03.2020.</p>
<h3 id="h_01J097TWDVS2167V9E7SFAN560">I had more than one trip cancelled - will there be compensations for every trip postponed?</h3>
<p>Yes! You should have received code per each of the trip cancelled. If not so, then <a href="https://luxexpress.typeform.com/to/rhUUct" target="_self">please write to our Customer Service</a>. </p>
<h3 id="h_01J097TWDV41J03X6ZBZ4E3ZB9">For how long can I use these codes?</h3>
<p>You can use the compensation codes until 20.12.2023. Some travel dates are excluded from the compensation offer (see the dates above under the Terms of using codes).</p>
<h3 id="h_01J097TWDVKA11Q1GW9T8ESB1D">What is the travel period for trips booked with these codes?</h3>
<p>You can book a trip with these codes for travelling until 20.12.2023. Some travel dates are excluded from the compensation offer (see the dates above under the Terms of using codes).</p>
<h3 id="h_01J097TWDV2TP3FKJAATMPJD8R">If I use the codes now to book a new trip but need to change these tickets later on – is that possible?</h3>
<p>Yes and no. Tickets that are booked with compensation codes can be changed, but you have to pay price difference between original and amended ticket.</p>
<h3 id="h_01J097TWDV8ZQ8157PMXK8MVRC">You sent me also 5€ discount code or a code with other monetary value - if the compensation code is giving me a 100% discount, why would I need it?</h3>
<p>It is a gift code, as a gratitude for your patience. You can give this code to your family member or friend, or you can use it for your forthcoming trip until the 20th of December 2022. The 100% compensation code gives you 100% price reduction. Gift codes with monetary value are on top of the compensation, as a small "thank you for your patience" gift. These gift codes with monetary value cannot be prolonged further than 20th December 2022 or exchanged to money.</p>

How can we help you?

Guides

Usage of the voucher

How to use discount or new ticket codes

How to use COVID compensation codes

Contact Customer Support