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Frequently asked questions

FAQ - Frequently Asked Questions

We have collected here the most popular questions about our service. They are divided into 5 category: ticket purchase, ticket change, ticket refund, luggage, other questions.

In case you do not find from following part answer for your question, feel free to contact with our customer service via infophone +372 680 0909 or via e-mail info@luxexpress.eu, we will be glad to help you.

  • Ticket purchase
  • Ticket changes
  • Ticket refunds
  • Luggage
  • Other questions

Where can I buy the tickets?
Tickets can be bought online on www.luxexpress.eu, via Lux Express infophone +372 680 0909 using credit card, at Lux Express Group sales offices in the Baltics and Russia and from the travel agents. When buying tickets at Lux Express Tallinn customer service office a respective fee 1.00 EUR applies.

How can I purchase a ticket with PINS discount?
To receive a discount show your PINS card to the customer service specialist. If you are buying tickets in the online sales system enter the card number in the field “PINS number”.

I have purchased my ticket via Internet; do I have to print it out?
On international Lux Express routes it is only needed to present a valid travel document (passport or ID card) to board the coach. On Lux Express national routes it is possible to board the coach with a personal identification document only if the passenger name was entered during the booking. If you are using our partner’s services, you need to print out the ticket and present it to the driver while boarding the coach.

When buying tickets via online sales system I noted that not every trip is operated by Lux Express, but by other carriers as well. Why is that?
In order to provide a wider range of travel options, we provide an opportunity to book tickets through our sales system on the journeys operated by Lux Express Group buses or operated  in cooperation with our partners:

  • PTK (Tallinn – Saint Petersburg),
  • TOKS (Riga – Vilnius),
  • OLIMP (Riga – Lvov),
  • KAUTRA (Riga – Kaunas).

Can I purchase ticket on the bus before departure?
Yes, ticket can be bought from the bus driver, except on the territory of the Russian Federation and in the buses of Russian fleet.There is also no possibility to buy ticket from the bus driver on Warsaw-Budapest route. In other cases buying ticket from the bus driver before departure applies maximum price. Please note, that PINS discount does not apply when buying the ticket from the bus driver.

I have booked the ticket on international route, but my plans have changed. Can I change the ticket?
Yes, tickets change is possible until the start of the trip in cases when route and carrier are not changed as a result of desired amendments.

Can I change the ticket on national route within Estonia?
No, it is not possible to change the tickets on national routes. In case of such need the original ticket should be cancelled with the accordance with the effective ticket sale rules and a new ticket should be bought

How can I change departure date and / or time of the ticket?
Only tickets on international routes can be changed. Changes in the date and time can be made in ticket offices of Lux Express Group, by the travel agents or via Lux Express info phone. Any changes are possible only until the beginning of the trip. There will not be added any fee changing the original ticket for the first time, every additional change will cost 2 EUR. Passenger must pay the price difference of the original and new ticket, in case the new ticket is more expensive. If it is not necessary to pay the difference, the changes can be made via e-mail as well.
Passengers wishing to change the tickets on national routes should return the original ticket and buy a new ticket.

Can I change the passenger’s name in the ticket on international route?
Yes, according to Lux Express charges, this services fee is 2.00 EUR. Passenger must pay the price difference of the original and new ticket, in case the new ticket is more expensive.

Can I get a refund if I cancel the tickets on international routes?
We kindly ask you to read through our ticket sale rules that are available here.

Please note, that campaign tickets are non-refundable.

Can I get a refund if I cancel the tickets on national routes within Estonia?
We kindly ask you to read through our ticket sale rules that are available here.

Please note, that campaign tickets are non-refundable.

Where can I get a refund in case of cancelling the tickets?
Travel tickets can be refunded only at the place where they were originally purchased - in Lux Express Group customer service offices or via e-mail. Tickets bought online on webpage www.luxexpress.eu can be refunded by filling a respective form in the sales system.

I have bought tickets online and want to cancel them. What should I do?
The applications for refunding tickets on Lux Express international routes and also on Estonian internal routes bought on webpage www.luxexpress.eu can be refunded by filling a respective form in the sales system. The form is available HERE

I am late on my bus. Can I get a refund or change my ticket?
No. Changes are possible only until the beginning of the trip. Tickets are not refundable after the departure.

What are the luggage requirements when traveling by Lux Express?
Passenger is allowed to bring one item of hand baggage with the maximum weight of 5 kg and the maximum dimensions of 45 × 35 × 20 cm. In addition to hand baggage passenger is allowed to bring along one item of baggage free of charge with the maximum weight of 30 kg and the maximum dimensions of 70 × 30 × 55 cm, which is placed into the baggage compartment. Passenger can take more than one permitted piece of luggage if there is enough space available in the luggage compartment and the coach crew agrees to accommodate it.

Can I take the bicycle with me when traveling by Lux Express?
Bicycles are transported in the baggage compartment upon the existence of free space. The front tire of a bicycle being transported must be detached. The front tire and the bicycle must be packaged separately.

Can I take pets on board?
Pet carriage is prohibited on Lux Express Group international routes. On national routes it is allowed to carry small domestic animals or birds in special transport cages. In such case an additional ticket should be bought for their transportation. Pet tickets have -40% discount on Lux Express routes. On board of Simple Express pets must have a ticket with the same price as the passenger.  Please note that pets must be accompanied by a responsible passenger.

Do I have to take on-board my own child car seat?

For your and your child safety we suggest to supply your own child car seat for a use on a bus journey.

I have lost my ticket. How should I act? 
Duplicates of lost, forgotten, destroyed or otherwise missing tickets can be issued in Lux Express Group sales offices for a fee 2 EUR/6 LTL/1,5 LVL/100 RUB per ticket. But on Lux Express and Simple Express coaches it is also possible to board without printed ticket just with a personal identity document.

Can I choose seat number when buying the ticket?
Yes, it is possible to choose the seat number. Note that we have different coaches and layout of seatplan may be differ. Please note that option of choosing suitable seat number is only available when you are buying ticket for starting point of the journey.

Is there any logic behind the locations of the seats in the bus and are some seats better than other seats?
In Lux Express Group buses (except Lux Express Special) all odd numbered seats are window seats and all even numbered seats are aisle seats. According to location of the seats in different buses the space between seats is wider (more legroom) and the ability to change the position of the backrest is also different. Is any seat better than other, that only depends on the person and his expectations.

Why are some web-pages (i.g. Youtube) blocked in the coach's Wi-Fi connection?
Lux Express Group has mainly blocked in Wi-Fi area sites, with the possibility of „advertise estate“ danger. We would like to provide the equal rate of Internet access for all our passengers, as all passengers use the same Internet connection.