Ticket sales rules
TICKET SALE RULES
1.1 By purchasing and booking passenger carriage services (hereinafter, “Travel ticket“) the Customer (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“ or „Trip“) with a provider of carriage services AS LUX EXPRESS ESTONIA, SIA LUX EXPRESS LATVIA, UAB LUX EXPRESS LITHUANIA, AO ”EUROLINES” (АО ”ЕВРОЛАЙНС”), TUE LUX EXPRESS LINES (TУП ЛЮКС ЭКСПРЕСС ЛАЙНС), LUX EXPRESS POLSKA SP.Z O.O, LUX EXPRESS FINLAND OY (hereinafter, “Lux Express Group“ or “Carrier“).
1.2. Original Travel ticket is an original contract concluded between the Passenger and the Carrier before any amendments to Travel ticket.
1.3. Original day of commencement of the Journey is the day agreed between the Passenger and the Carrier and shown on the Original Travel ticket.
1.4. Authorized distributor (hereinafter, “Agent“) – a legal entity or a self-employed person who is authorized by the Carrier to sell, change and return the tickets according to Lux Express’s existing ticket sale rules.
1.5 Connection trip is a trip that requires Passengers to change from one coach to another at a selected bus stop (mentioned on a ticket) on the way to their final destination. Connected trip has one ticket number and specific QR numbers.
1.6 Round-trip is a trip from one city to another and back to where the trip started. Round-trip has one ticket number and specific QR numbers.
- 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 on the Travel ticket and according to the agreed conditions.
2.2. Passenger has to certify the right to travel during boarding. For the purpose the Passenger has to present:
2.2.1. on Estonian domestic lines:
126.96.36.199. a valid printed out or online Travel ticket;
2.2.2. on international Lux Express routes:
188.8.131.52. a valid travel document (passport/ID card of Traveller nationality).
2.3. The Passenger has to certify the right for a chosen discount if the Travel ticket has been bought by the discounted price. Otherwise, the price difference between the full price and the discounted price has to be paid.
2.3.1. It is not possible to pay the price difference in coaches with RU number plates or in Russian territory. In that case, it is possible to update the ticket only via Lux Express customer service phone. Service fee may be added to the Travel ticket fare.
2.4. On international and Polish domestic 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, carriage of passengers and luggage, which are available at all Lux Express Customer Service Offices, at all sales representatives offices of Agents, on homepage www.luxexpress.eu and in webshop while confirming the Travel ticket purchase.
2.6. Lux Express is selling its partners' Travel tickets based on current ticket sale rules and in this case acts as an Agent itself.
- 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 Customer Service Offices, an additional service fee may be applied;
3.1.3. from an Agent, where Agent’s service fees may be added to the Travel ticket fare;
3.1.4. Travel ticket can also be purchased immediately before the departure from the coach driver in case the free seats are available on the given coach, except on the territory of the Russian Federation and from the coaches with Russian number plates. The ticket prices available from the coach may be higher than the ticket prices from the internet or at the Customer Service Office;
3.1.5. by calling Lux Express Group customer support 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 depending on a country. Immediate payment of the total cost of the tickets is required.
3.3. When buying Travel ticket from a coach driver (exceptions listed in section 3.1.4.) it is possible to pay in cash in local currency or in euros and with a payment card on coaches with a special marking. If the Passenger pays in cash, the Carrier does not accept banknotes larger than 50 euros or the equivalent of this amount in other foreign currency according to the official exchange rate, due to security reasons.
3.4. When buying Travel ticket the 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 border of Russian Federation will be crossed, the Passenger must submit following additional data: birthdate, citizenship, gender, patronymic (in case patronymic is in Travel document), document type, and number. The data is required according to the Russian Federation’s Federal Law № 16-FS “On Transport Security”.
3.5. 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 the number of the 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.
3.6. 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);
184.108.40.206. On Lux Express international routes following discounts 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.), -10% for seniors above 60 y. (60 incl.). Given discounts do not apply to Lux Express Comfort class tickets.
220.127.116.11. on Estonian domestic lines following discounts are valid: -100% for children of pre-school age, -40% for children up to 16 years (incl.), -40% for seniors above 60 years (incl.), -100% for disabled child up to 16 years, -100% for a person having a profound or severe visual disability and a person accompanying a person having a profound or severe visual disability, -40% for pet ticket. Youth discount up to 26 years (incl.) varies on different routes; -30% LHV Youth Card. Discounts do not apply to presales tickets to Lux Express Comfort class. While buying a Travel ticket from a bus driver for Lux Express Comfort class following discounts are available: -100% for children up to 7 y (incl.), -100% for a person having a profound or severe visual disability and a person accompanying a person having a profound or severe visual disability.
3.6.2. different price lists for Travel tickets sold on the Internet, at Customer Service Offices and/or in the coach.
- AMENDMENTS TO TRAVEL TICKET
4.1. On international routes Travel ticket amendments are possible until the departure in cases when the Route of the Journey and the Carrier are not changed as a result of desired amendments. Following amendments to the Travel ticket are possible:
4.1.1. Date and time of the Journey;
4.1.2. Name and surname of the Passenger;
4.1.3 Seat number and class (Comfort and Standard).
4.2. On Estonian domestic routes, it is not possible to make any amendments in the Travel tickets (exception: seat number and class). In case of such need, the Original travel ticket is returned (see section 5) in accordance with the effective ticket sale rules and the new Travel ticket is sold to the Passenger.
4.3. Amendments of date, time, name and seat can be made at:
4.3.1. Customer Service Offices of Lux Express;
4.3.2 via Lux Express customer service phone.
4.4. When amending Travel tickets at Customer Service Offices or with the help of customer service phone of Lux Express the first change of date and time of the Journey is made without the service fee. For any following changes, the service fee will apply.
4.5. When amending Travel ticket at Agent’s office additional service fees may apply.
4.6. The owner of the Travel ticket can make amendments to his Travel ticket at Customer Service Offices of Lux Express on the basis of an ID; via customer support phone and e-mail on the basis of the Travel ticket number or cart number and Passenger name.
4.7. Amendments to Travel ticket are considered issuing a new Travel ticket and the ticket is not considered Original Travel ticket anymore (see section 1.2). When amending the 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 by the prices available in the Lux Express sales system at the moment of the amendment.
4.8. 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.
4.9. In case Passenger wishes to make any other amendments than mentioned in section 4.1. the new Travel ticket has to be purchased.
4.10. It is not possible to change only one part of the connection trip. The whole trip will be changed.
4.10.1 Until round trip/connection trip first departure it is possible to amend a ticket (only international routes).
4.10.2 In case connection trip has already started, it is not possible to make any changes in a ticket. In the case of a round trip, it is possible to change the time and date of the return. The passenger name change is not possible in case connection or round trip has started.
4.11. It is not possible to change the discount on tickets (and to change ticket with discount to full price ticket). Discounts are described in section 3.6.1. In that case, it is possible to return the ticket (see section 5) and purchase a new ticket with the correct discount.
4.12. In the case of seat number change no service fee will apply. If seat class changes from Standard to Comfort class, the price difference must be paid.
4.13. Amended Travel tickets are not refundable (exception: ticket remains refundable if only the seat number has been changed).
5. TRAVEL TICKET REFUNDS
5.1. Travel tickets can be refunded only at the place where they were originally purchased:
5.1.1. at Lux Express Customer Service Offices;
5.1.2. at authorized Agents’ offices;
5.1.3. Travel tickets bought online on webpage www.luxexpress.eu can be refunded by filling a respective form on Lux Express's webpage;
5.1.4. Refund requests for tickets bought via phone will be accepted only in Lux Express Customer Service Offices and/or to e-mail [email protected]
5.2. When the Trip is canceled by the Passenger the Travel tickets are refunded as follows:
5.2.1. until the initial departure of the Original trip, 100% of the cost of the Comfort class ticket will be refunded. A service fee of 1 EUR / 70 RUB / 5 PLN according to the currency of purchase will be deducted from tickets returned at the Lux Express sales office or via the Lux Express website www.luxexpress.eu web form;
5.2.2. more than 24 hours before the Original departure, the Carrier refunds 100% of the Standard class ticket fare if refunded online on webpage www.luxexpress.eu or at Lux Express Customer Service Office. The service fee to be paid is 1 EUR / 70 RUB / 5 PLN;
5.2.3. 24 hours till 1 hour before the Original departure, the Carrier refunds 50% of the Standard class ticket fare. The service fee of 1 EUR / 70 RUB / 5 PLN will apply;
5.2.4. less than 1 hour before the Original departure the standard class Travel ticket is not refundable, except:
18.104.22.168. Travel tickets purchased by the 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 an amount of 50% of ticket fare until the Original departure at the location of purchase of the Travel tickets during the opening hours of the Customer Service Office or Agent´s office. The service fee of 1 EUR / 70 RUB / 5 PLN will apply.
22.214.171.124. Lux Express frequent traveller (see Lux Express customer program) can apply for 100% refund of the Travel ticket fare until the Original departure. The service fee of 1 EUR / 70 RUB / 5 PLN will apply.
5.2.5. In case of connection trip/round-trip, it is not possible to return only one direction/one part from the whole trip. The entire trip will be canceled and the returning amount for the whole trip will be calculated according to time left until the first departure time (see section 5.2.1 to 5.2.4).
126.96.36.199 When one part of the connected trip/round trip is Economy class ticket, the full trip will be non-refundable (see Economy class rules section 6).
5.2.6. Conditions for Economy class Travel tickets are described in section 6 – Economy class rules.
5.3. 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, etc) or does not possess necessary documents (insurance, visa, travel document, etc) or the Passenger was late for the departure.
5.4. The fare for the Travel tickets paid by the Passenger is refunded by the Carrier to the same account from which the original payment was made.
5.4.1. Refunds for the Travel tickets bought at the Lux Express Customer Service Offices or at Agents offices are made in cash only to the person stated on the Travel ticket or to the representative by a letter of authority. For cash refunds presenting valid identification document is mandatory.
5.5. Passenger is obliged to cover costs related to transfer of the Travel ticket refund.
- ECONOMY CLASS RULES
6.1. In the Economy class ticket bought for international route, name, surname, date and time of the departure are changeable in the Customer Service Offices or over the phone before the departure. In such case price difference between original and new Travel ticket must be paid. An additional service fee can be added according to the price list.
6.2. On Estonian domestic routes tickets cannot be changed (section 4.2.).
6.3. Economy class ticket cannot be changed for other Economy class ticket.
6.4. Economy class tickets are non-refundable, except Travel tickets bought at Agent´s offices on the territory of Poland (section 6.7.).
6.5. There is limited number of Economy class tickets per departure.
6.6. The destination bus stop marked in the ticket can be changed only to another stop in the same city. The changes can be done if the Passenger informs Lux Express Group Customer Service Office 1 hour before departure time.
6.7. Economy class tickets bought on the territory of Poland at Agent´s office can be refunded only at the same Agent´s office:
6.7.1. more than 24 hours before the Original departure, the Carrier refunds 30% of the Economy class ticket fare;
6.7.2. 24 hours till 1 hour before the Original departure the Carrier refunds 10% of the Economy class ticket fare.
6.7.3. additional service fee might apply according to Agent´s price list.