New Terms of ticket sales, passenger and luggage transportation is valid from 20th January 2016.
TICKET SALE RULES
1.1 By booking and purchasing passenger carriage services (hereinafter, “Travel ticket“) the Customer (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“) with a provider of carriage services AS LUX EXPRESS ESTONIA, EESTI BUSS OÜ, SIA LUX EXPRESS LATVIA, UAB LUX EXPRESS LITHUANIA, ZAO „EVROLAINS (ЗАО ЕВРОЛАЙНС), LUX EXPRESS POLSKA SP.Z O.O (hereinafter, “Lux Express Group“ or “Carrier“).
1.2 Original Travel ticket is a contract concluded between Passenger and Carrier.
1.3 Original day of commencement of the Journey is the day agreed between the Passenger and the Carrier and shown on the travel ticket before any possible amendments.
1.4 Authorized distributor (hereinafter, “Agent“) - legal entity or a self-employed person who is authorized by the carrier to sell, change and return the tickets according to Lux Express Group's existing ticket sale rules.
2. TRAVEL TICKETS
2.1. Travel ticket gives the Passenger the right to use the mean of transportation as well as products and services associated with it only on a journey marked in the Travel ticket and according to the agreed conditions.
2.2. Passenger has to certify the right to travel during boarding. For the purpose Passenger has to present:
- Valid travel document or ID document on Estonian national routes (if Passenger name was entered during the booking)
- Valid printed out or online Travel ticket.
2.3. On international Lux Express and Simple Express routes it is only needed to present a valid travel document (passport or ID card) to board the coach.
2.4. On international and Polish internal routes only individual Travel tickets are allowed and can only be used by the person named on it.
2.5. By paying for the Travel ticket, Passenger also confirms that he has read and understood Carrier’s rules for ticket sale, luggage carriage and travel which are available at all Lux Express Group customer service offices (listed in section 4.1), at all sales representatives’ offices of Agents, on homepage www.luxexpress.eu
2.6. Lux Express Group is selling its partners Travel tickets based on the ticket sale rules and in this case acts as an Agent itself.
3. GENERAL TERMS AND CONDITIONS OF TRAVEL TICKET SALE
3.1. Travel ticket can be bought:
3.1.1. Via the Internet on www.luxexpress.eu
3.1.2. At Lux Express Group customer service offices (listed in section 4.1)
3.1.3. From an Agent, where Agent’s services fees may be added to the Travel ticket fare
3.1.4. Travel ticket can also be purchased immediately before departure from the coach driver in case free seats are available on the given coach (except on the territory of the Russian Federation). The ticket prices available from the coach may be higher than the ticket prices from internet or customer service office.
3.1.5. Via Lux Express Group info phone using credit card details.
3.2. When buying a Travel ticket on the Internet it is possible to pay using an Internet bank or a credit card. Full fare must be paid for the Travel ticket.
3.3. When buying Travel ticket from a coach driver it is possible to pay in cash (local currency, Euro) and with a payment card (on coaches with special marking). If the passenger pays in cash, the carrier doesn’t accept larger bank notes than 50 EUR or the equivalent of this sum in other foreign currency according to the official exchange rate due to security reasons.
3.3.1. On Polish domestic routes when buying Travel ticket from a coach driver it is possible to pay only in cash in Polish zloty
3.4. Immediately upon receiving the Travel ticket the Passenger must check the data on the Travel ticket including dates and times of departure and arrival, route, the accuracy of number of passengers and the fare paid for the Travel ticket. Complaints regarding Travel ticket data and validity of cash transactions that are issued later will be not satisfied.
3.5. When buying Travel ticket Passenger must submit on the request of the Carrier following minimum required information to Carrier: Passenger’s first and last name, phone number, email address, desired date of travel, place of departure and destination, as well as departure time. If the Passenger is buying Travel ticket to the Journey, during which the Russian border will be crossed, the Passenger must submit following additional data: birthdate, citizenship, gender, patronymic, document type and number. The data is required according to the Russian Federation’s Federal Law № 16 "On Transport Security".
3.6. Carrier reserves the right to introduce:
3.6.1. additional concessions and discounts on the price of the service for Passengers who belong to certain groups (for example young people, minors, elderly, etc);
188.8.131.52. On Polish domestic routes followings discount are valid: -80%: for children up to 7 y. (incl.), -40%: for children to 16 y. (incl.), -10%: for youth up to 26 y. (incl.), -40%: for people above 60 y. (60 incl.);
3.7.2. different categories of concessions and discount levels for different routes and departure times;
3.7.3. different price lists for Travel tickets sold on the Internet, at customer service offices and/or in the coach.
4. TRAVEL TICKET REFUNDS
4.1. Travel tickets can be refunded only at the place where they were originally purchased:
4.1.1. Lux Express Group customer service offices:
184.108.40.206. in Estonia: AS Lux Express Estonia, Tallinn, Lastekodu 46, E-mail: firstname.lastname@example.org;
220.127.116.11. in Latvia: SIA Lux Express Latvia, Riga, Pragas iela 1, E-mail: email@example.com;
18.104.22.168. in Lithuania: UAB Lux Express Lithuania, Vilnius, Sodu 20B-1, E-mail: firstname.lastname@example.org; Vilnius, Saltoniškių g. 9 (Panorama shopping mall), E-mail: email@example.com;
22.214.171.124. in Russia: ЗАО ЕВРОЛАЙНС, St. Petersburg, St Petersburg Mitrofanjevskoe Shosse 2-1, E-mail: firstname.lastname@example.org
126.96.36.199. in Poland: Lux Express Polska SP. Z O.O, Warsaw,Nowogrodzka 50/54, Ground floor, E-mail: email@example.com
4.1.2. At authorized Agents’ offices.
4.1.3. Tickets bought online on webpage www.luxexpress.eu can be refunded by filling a respective form in the sales system.
4.1.4. 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 (see list in clause 4.1.1.).
4.2. When the trip is cancelled by the passenger the travel tickets are refunded as follows:
4.2.1. more than 24 hours before the Original 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 / 315 HUF / 27 CZK;
4.2.2. 24 hours till 1 hour before the departure, the Carrier refunds 50% of the ticket fare;
4.2.3. less than 1 hour before the original departure the travel ticket is not refundable;
4.2.4. travel tickets purchased by Passengers from the Lux Express customer service office or at Agent´s office on the territory of the Russian Federation, in Belarus or in Poland can be refunded in amount of 50% of ticket fare until the original departure at the location of purchase of the Travel tickets during the open hours of the customer service office or Agent.
4.3. Lux Express Group does not issue reimbursements for Travel tickets if the journey did not take place because the Passenger registered for the journey incorrectly (for example wrong route, date, time, letter of attorney etc) or does not possess necessary documents (insurance, visa, travel document, etc).
4.4. The fare paid by the Passenger is refunded by Carrier to the same account it was originally executed. Refunded fare can be paid out in cash to the person stated on the Travel ticket or to his representative possessing a document and/or letter of authority.
4.5. Passenger is obliged to cover costs related to transfer of the Travel ticket refund.
5. AMENDMENTS TO TRAVEL TICKET
5.1. On international routes Travel tickets amendments are possible until the departure in cases where Route of the journey and Carrier not changed as a result of desired amendments.
5.1.1 On national routes it is not possible to make any amendments in the Travel tickets. In case of such need the original ticket is returned in accordance with the effective ticket sale rules and the a new ticket is sold to the Passenger.
5.2 Name and surname of the Passenger can be amended in the Travel ticket.
5.3. Date and time of the Journey can be amended in the Travel ticket.
5.4. Amendments of date and time and name and surname can be made at customer service offices of Lux Express Group (listed in section 4.1.1) or via Lux Express Group info phone. Amendments can be made at authorized Agents’ offices only in case the Travel ticket was bought there. When amending Travel tickets at customer service offices of Lux Express Group or Agent’s office, additional services fees can be added to the fare by the valid price list.
5.5. The owner of Travel ticket can make amendments to his Travel ticket at customer service offices of Lux Express Group on the basis of an ID; via telephone and e-mail on the basis of the booking number, ticket number or passenger name.
5.6. When amending Travel ticket the Passenger must pay the difference between fares of the original and new Travel ticket if the new Travel ticket is more expensive.
5.7. If the fare of the new Travel ticket desired by Passenger is lower than the fare of the original Travel ticket the price difference is not reimbursed to the Passenger.
5.8. In case Passenger wishes to make any other amendments he will have to purchase a new Travel ticket.
6. CAMPAIGN RULES
6.1. Name, surname, date and time of departure are changeable in the customer service offices before the departure; in such case price difference between original and new ticket must be paid. An additional fee can be added according to the price list. On national routes tickets can be changed according to point 5.1.1.
6.2. Tickets purchased with special price cannot be changed for other discounted tickets.
6.3. Campaign tickets are non-refundable.
6.4. Special fare applies only for limited seats per departure.
6.5. The destination bus stop marked in the ticket can be changed only to another stop in the same city. The changes can be realized if the Passenger informs Lux Express Group customer service office 1 hour before departure time.
RULES FOR CARRIAGE OF PASSENGERS AND LUGGAGE
1.1. By booking and purchasing passenger carriage services (hereinafter, “Travel ticket“) the Client (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“) with a provider of carriage services AS LUX EXPRESS ESTONIA, EESTI BUSS OÜ, SIA LUX EXPRESS LATVIA, UAB LUX EXPRESS LITHUANIA, ZAO EVROLAINS (ЗАО ЕВРОЛАЙНС), LUX EXPRESS POLSKA SP.ZO.O (hereinafter, “Lux Express Group “ or “Carrier“).
1.2. Authorized distributor (hereinafter, “Agent“).
2. CARRIAGE AND ACCOMMODATION OF LUGGAGE AND HAND LUGGAGE
2.1. Passenger is allowed to take on board of a coach one piece of hand luggage weighing not more than 5 kg, which does not exceed the size of 45 × 35 × 20 cm (length – width – height).
2.2. Passenger is responsible for the personal belongings and for the hand luggage located on board of the coach. Carrier can neither guarantee return of nor be held responsible for items left behind or lost. Minor identifiable personal items found on coaches such as phones, books, gloves, etc. are forwarded to local Lux Express Group customer service offices where possible. Items that are forwarded to Lux Express Group local customer service offices are held for 30 days and can be reclaimed from Lux Express Group customer service offices during working time. All items including luggage which content cannot be identified without opening it, are handed to the coach station security or police at the destination city.
2.3. 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 weighing no more than 30 kg 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.
2.3.1. 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.
2.4. If Passenger’s luggage is broken, deformed or has any other defects which could later be attributed to the coach crew, the crew documents that in writing before the luggage is accommodated in the luggage compartment.
2.5. Passenger’s luggage that is accommodated in the luggage compartment at the beginning of the journey is labelled by double stickers, one is attached to the Passenger’s luggage and the other is given to the Passenger. Luggage is handed back only on the basis of the luggage number.
2.5.1 Passenger´s luggage on national bus lines is not labelled with luggage numbers.
2.6. It is not allowed to carry in a luggage compartment luggage that does not belong to Passengers who are not present on board.
2.7. Bicycles can be carried only in a luggage compartment of the coach if enough space is available. Possibility of accommodating a bicycle in a luggage compartment is decided upon by the coach driver directly before departure depending on situation. The bicycle intended for carriage must have its front wheel dismantled and both the front wheel and the bicycle must be packed separately. The packed bicycle should not have any sharp protruding parts. In case the bicycle cannot be accommodated in the luggage compartment the coach driver makes a respective note on the Passenger’s ticket. Tickets are refunded according to Lux Express Group Ticket Sale Rules section 4, except for the tickets having corresponding notes from a coach driver, which can be amended directly before the start of the journey.
2.8. In Lux Express Group coaches it is not allowed to carry items that are radioactive, explosive, poisonous, corrosive, flammable, possess strong smell, are capable of staining the surrounding, as well as objects and items that are not packaged properly and things and items that can stain or damage the coach.
3. PASSENGER’S RIGHTS AND OBLIGATIONS
3.1. Passenger has the right:
3.1.1. to receive carriage services according to the fare;
3.1.2. to receive concessions prescribed by the law or on the basis of the law;
3.1.3. to carry luggage in accordance with existing order;
3.1.4. passenger with sight impairment has the right to carry his/her guide dog free of charge. In such case a separate Travel ticket should be registered for the dog. The passenger with sight impairment must guarantee availability of documents necessary for the guide dog to be taken into and out of a country. Lux Express Group does not issue compensations for travel tickets if the journey did not take place due to incorrectly prepared documents or their absence.
3.2. Passenger is obliged:
3.2.1 when travelling on international routes to possess a travel ticket or in case of an electronic ticket a valid personal identification document (Passport or Identity Card (Citizens of EU Member States)) proving his right to travel and present it to the driver when entering the coach;
188.8.131.52. boarding the bus by personal identification document is possible only on Lux Express and Simple Express coaches.
3.2.2. in case of absence of the physical or the electronic travel ticket to buy one from the coach driver (except on the territory of the Russian Federation);
3.2.3. to present the travel ticket or another document proving his right to travel to any official having the right for inspection upon his request;
3.2.4. to possess a valid personal identification document – Passport or Identity Card (Citizens of EU Member States can travel inside the territory of the European Union on the basis of a valid identity card issued by their country.) and a valid visa or other documents necessary for border crossing;
3.2.5. to ensure that his/her hand luggage or any other item does not endanger or otherwise disturb other passengers.
3.2.6. to board the coach on additional stop not later than the official departure time from the stop or as determined by bus driver over the microphone before the stop if leaving the coach for a brake on the additional stops during the route.
3.3. It is forbidden for the passenger:
3.3.1. to travel on a coach under alcoholic intoxication, in dirty clothes, to smoke, drink alcohol or disturb other passengers;
3.3.2. to open or close windows or hatches without driver’s permission;
3.3.3. to prevent the doors from opening or closing and to cover the driver’s view;
3.3.4. to disturb the driver or hinder work of an official having the right for inspection;
3.3.5. break, damage or stain the coach and its interior;
3.3.6. endanger himself or other passengers;
3.3.7. to use the toilet of the coach in case the Passenger has received a radioactive treatment at least 10 days prior to the journey (when necessary the coach driver will make a request stop);
3.3.8. violate other requirements set by the present Rules.
3.4. Travel ticket should not be given to the coach driver for safekeeping other than in cases where the travel ticket was sold to the Passenger by another sales system in one copy.
3.5. Due to safety reasons and due to EU safety regulations, all Passengers must travel with their seatbelts fastened.
4. CARRIER’S RIGHTS AND OBLIGATIONS
4.1. Carrier is not responsible for running out of schedule and late arrivals at stops which have been caused by force majeure circumstances (including but not limited to: weather conditions, traffic jams on the roads, road works, actions by governmental bodies, queues at borders, customs and passport control, etc.), as well as due to actions of Passengers, which have an impact on fulfilment of Carrier’s obligations and other reasons, which Carrier could not have foreseen or prevented despite all the measures taken.
4.2. Carrier is not responsible for any damage or lost profit which has been caused or may be caused to Passenger in a situation where the coach has not reached the destination at the right time.
4.3. Passenger who has bought a travel ticket for a Lux Express Group route but is late for departure loses the right to travel using it on any other Lux Express Group coach. Such ticket is not refunded.
4.4. Carrier has the right to sell the ticket to the Passengers seat, if the Passenger has not arrived and has not boarded the coach at the bus stop indicated on the ticket by the official departure time.
4.5. Carrier is not responsible for content or preservation of the luggage accommodated in the luggage compartment, as well as for destruction or loss of a Passengers’ valuables (jewelry, photo-video equipment, money, cheques, papers, fragile items) kept in the Passenger’s luggage.
4.6. In case of damage caused to luggage placed in the luggage compartment due to Company’s fault the Company shall reimburse it up to 200 EUR or the equivalent of this sum in other foreign currency according to the official exchange rate. In case of damage being higher than 200 EUR it shall be reimbursed by the insurance company if the luggage has been insured by the customer.4.7. In cases where a coach fails to depart due to Carrier’s fault or technical malfunctions of the coach, the Carrier arranges a substitute transport at first opportunity. In addition to that the Carrier shall:
4.7.1. reimburse to the Passenger 50% of the fare upon his written request if due to the reasons listed above the coach departed or arrived at the destination at least 2 hours later;
4.7.2. reimburse to the Passenger 100% of the fare upon his written request if due to the reasons listed above the coach arrived at the destination at least 5 hours later.
4.8. In case a coach failed to depart due to Carrier’s fault a full fare is returned to the Passenger upon his request.
4.9. Carrier has the right to refuse to provide carriage services and to refuse to refund the ticket in case if Passenger:
4.9.1. does not have a valid travel document while boarding the coach for the international departure;
4.9.2. the name on the ticket does not match the name on the personal travel document;
4.9.3. does not arrive for the scheduled departure on the stop indicated on the purchased ticket, unless Lux Express Group customer service office is informed before the departure and necessary amendments on the ticket are done and the bus driver is informed;
4.9.4. has not boarded the coach at the initial stop of the Journey or at the additional stops along the route by the official departure time;
4.9.5. is under alcoholic intoxication;
4.9.6. endangers or disturbs other passengers;
4.9.7. hinders the course or safety of the journey in any other way;
4.9.8. presents incorrect documents necessary for crossing the border or if such documents are absent.
4.10. In case there are misunderstandings between a Passenger and state authorities regarding invalid visa, passport, travel insurance, counterfeit goods etc, the coach crew has the right to leave the Passenger at the border or at the location nearest to it or to act in accordance with lawful orders given by the authorities. In this case travel ticket is not refunded.
4.11. All complaints and claims to the company are considered only if they are presented to the Company not later than 3 months after the journey. Lux Express Group obliges to reply to complaints concerning Lux Express Group coaches and coach crews not later than within 1 month.
4.12. Lux Express Group customer service offices also accept complaints concerning Carriers in relation to whom Lux Express Group acts as Agent and forwards all such complaints to the carrier responsible not later than within 2 days. These complaints will be answered by the Carrier, not by Lux Express Group.
4.13. Carrier reserves the right to make changes in timetables, price lists and present rules for carriage of passengers and luggage. In cases where a Passenger has a Travel ticket for a Journey that has been cancelled or which timetable has been changed, the Carrier is obliged to refund such travel ticket or offer an opportunity to travel on another coach that fits the Passenger.
5. OTHER REQUIREMENTS FOR PASSENGER
5.1. Carriage of home animals and pets is not allowed on international routes and polish domestic routes. As an exception, it is possible to take a guide dog for a person with sight impairment if the Carrier has been notified of that in advance. There is no charge for carriage of a guide dog for a person with sight impairment.
5.2. In case the passenger has hidden the animal during the boarding and it has been noticed later, the carrier has the right to drop off the passenger in the next official stop
5.3. Pet carriage is prohibited on Lux Express Group international routes. On Estonian 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 departures and on Simple Express pets must have a ticket with the same price as the passanger. Please note that pets must be accompanied by a responsible passenger.