FAQ - Frequently Asked Questions
We have collected here the most popular questions about Simple Express service.
In case you do not find from following part answer for your question, feel free to contact with our customer service via info phone +372 680 0909 or via e-mail email@example.com, we will be glad to help you.
Simple Express: routes, timetables, buses, differences
1. Are Simple Express and Lux Express the same company?
Both brands: Simple Express and Lux Express belong to Lux Express Group, which takes care of international passenger carriage. Information about all connections operated by Lux Express Group can be found HERE.
2. Differences between Simple Express and Lux Express buses.
Pictures and description of Simple Express buses You can find here - Simple Express buses, and here - Lux Express buses.
3. What are the routes operated by Simple Express?
Simple Express is operating on international routes Tallinn - St.Petersburg*
4. Are the departures and arrivals hours given in a local time?
Yes, all hours of departures and arrivals are given in a local time.
5. Where can I find buses timetables and current prices of the tickets?
All the information about prices and bus timetables can be found in Lux Express sales system, after choosing dates you are interested in.
6. Where do the buses go from?
You can find here small maps of Lux Express Group bus stops.
* Please note that Simple Express will operate on this route until 30th April. Starting from 1st May this route will be operated by Lux Express.
Ticket: booking, sale, invoice, discount: carriages of groups and kids, changes on a ticket, refund ticket, confirmation of ticket purchase
7. How can I buy a ticket?
You can buy tickets via Internet using an Internet bank or a credit card, directly in our Lux Express Group representatives’ offices or from an Agent, where Agent’s services fees may be added to the travel ticket fare:
Lux Express Group sales offices are available HERE.
List of our agents is available HERE.
8. Can I get an invoice for purchased ticket?
Yes, if You need an invoice, please send as an e-mail with all the data for the invoice to the following address firstname.lastname@example.org.
9. Are there any discounts for children, students, pensioners?
In Simple Express buses we provide discounts for children up to 12 years old. Children up to 4 years old have a 80% discount, children in the age of 5-12 are entitled to a 50% discount.
10. Changes on the ticket: name change
Price for name change is 2 EUR for each ticket. In some cases, client must also pay the price difference between original and new ticket if the new ticket is more expensive.If you want to pay for changes, this could be done in Customers Service Office, via info telephone (when You have credit card) and with invoice (In case there are more than 2 days till departure).
11. Changes on the ticket: date change
If You bought a ticket for a standard price, the first date change will be free of charge, but if it’s a promotional ticket, You will have to pay price difference to the standard fare. Price difference can be paid in Lux Express sales offices or via info phone
12. Changes on the ticket: route change – can I get on/get off the bus in a different place than the one on the ticket if it is on Simple Express route?
Route change as well as departure or arrival place change in a single ticket is impossible, because of our rules – this are two, totally different routes. According to art. 3.5 of our rules „When buying Travel ticket Passenger must submit the following minimum required information to Carrier: Passenger’s first and last name, phone number, desired date of travel, place of departure and destination, as well as departure time.“ However it is possible to change departure and arrival stop within one city, for example from Tallinn Coach Station to Tallinn, Vana-Pääsküla. In such case we ask You to contact our Customers Service Office.
13. Ticket return – can I and how can I return the ticket and get a refund?
According to our regulations promotional tickets are not refundable. To apply refund for tickets bought via info phone it is neccessary to address to Lux Express Customer Service Office or to send an e-mail to Lux Express Group customer service. If there is more than 24 hours before the departure, the carrier refunds 100% of the ticket fare if refunded online on webpage www.luxexpress.eu or in Lux Express customer service office. The service fee to be paid is 1 EUR / 70 RUB / 5 PLN. If there is 24 hours till 1 hour before the departure, the carrier refunds 50% of the ticket fare and when there is less than 1 hour before the original departure the travel ticket is not refundable.
14. I did not recieve the confirmation of successful purchase, but money from my bank account/credit card were taken. I have given a correct e-mail address.
In such case we ask instantly to contact our customers service office by info telephone. If you see that customer service work hours are over, you will be directed to our 24h customer service office - contact is possible in English and Russian. We are also replying to emails, but in such critical matters, we suggest contacting us through phone for a faster solution.
Journey: boarding the bus, necessary document, international and domestic carriage, bus stops, stops during the journey, permitted luggage, carriage of animals/bicycles, information about Your journey (delays, cancelations, changes of buses)
15. What documents should I take with me? Does the child have to have a Passport?
Adults as well as children are obligated to have a valid travel document, which allows them to cross the border: ID card or Passport. If You are travelling to a country, where visa is required (for instance Belarus or Russia) make sure, that You have a valid visa for the journey. Having necessary documents, which allows You to travel is the responsibility of the passenger. If You want to get more information, please read our regulations. Please note that residence permit alone IS NOT valid travel doument
16. Will I get the information, when something will happen with my bus, for example it will be delayed or it will be out of order?
All the information about Your journey (delays, cancelations, change of buses) You will get via SMS on Your phone number. About delays we inform our Passengers, when it’s longer than 15 minutes.
17. How boarding looks like while I get on the bus? What do I have to show to the bus driver?
Boarding is mainly baggage drop-off and checking Your valid travel document: ID Card or Passport by a bus driver. You do not have to print out the tickets neither write down reservation numbers. Bus driver is holding passengers list, places are numbered and named so You are going to be sitted on your own place.
If You have a connecting trip, tell the driver about that because in case of need he will contact the driver of the bus which You have to get in during the bus change.
18. Are the seats numbered?
Yes, seats in the bus are numbered. The seats with even numbers are located on the aisle side. The seats with odd numbers are located on the window side.
19. Stops during the journey
About possible additional stops during the journey, except the regular bus stops, decide drivers. If the actual time of the journey allows making such stop, then it is possible. If you are planning to exit from unregular stop, please make sure to ask possibility of this whish from driver when you are entering the coach and starting your journey.
20. How much luggage can I take? What should I do if it’s bigger or I have more than it is allowed?
On Simple Express buses board You can take one piece of hand luggage weight not more than 5 kg, which does not exceed the size of 45 × 35 × 20 cm (length – width – height). In addition to hand luggage a Passenger is allowed to take one piece of luggage (for example a bag or a case) free of charge of weight no more than 30 kg and which does not exceed the size of 70 × 30 × 55 cm (length – width – height), which is accommodated in a luggage compartment of the coach. Luggage is accommodated in a luggage compartment and then handed back to the Passenger by the coach crew.
Passenger is allowed to take more than one permitted piece of luggage (for example a bag or a case) if there is enough space available in the luggage compartment and the coach crew agrees to accommodate it. Acceptance of larger amount of luggage is decided upon by the driver at the spot, depending on the situation. Passenger will not be charged extra for that.
Pet carriage is prohibited on Simple Express international routes. On Simple Express Estonian national routes it is allowed to carry small domestic animals or birds in special transport cages. In such case an additional ticket with the same value as the passangers should be bought for their transportation. Please note that pets must be accompanied by a responsible passenger.
22. Bicycle – can I take it with me when traveling by Simple Express
Bicycles are transported in the baggage compartment upon the existence of free space. The front tire of a bicycle which is transported must be detached. The front tire and the bicycle must be packed separately.
Other useful informations. If You have Your own suggestions please let us know at: email@example.com, +372 680 0909
23. Contact with Simple Express. What is the fastest way to get in touch? Is it possible to contact 24h a day, for example – when I have a bus at 3 AM?
You will find all Customer service working hours and contact information from HERE. When your chosen office working hours are over, you will be directed to our 24 h Customer Service office – spoken languages are English and Russian.
24. Can I send a package using Simple Express?
Simple Express does not provide postal services.
25. I am late on my bus, can I get a refund for unused ticket or reschedule it?
No. Making any changes is possible only before bus leaving. Refund for unused tickets is not possible.