Ticket sales rules
Ticket sales rules are valid from 19.04.2024
1. DEFINITIONS
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.
1.7. A voucher is an electronic document confirming the Carrier’s obligation to provide the bearer of the voucher with carriage services up to the nominal value of the voucher. The voucher can be used to pay for future journeys in full or in part.
1.8. Economy class ticket – campaign ticket with promo price bought within special offer. Economy class tickets cannot be returned and seat number is assigned automatically. Economy class tickets can be changed more than 1 hour before the Original departure with paying the price difference between the economy class ticket and the new travel ticket.
1.9. Standard class – full price ticket. It can be returned or changed up to 1 hour before Original departure, seat number can be selected without any additional fee.
1.10. Comfort class – full price ticket for Relax seat. Comfort class ticket can be returned or changed. The ticket can be refunded and changed up to 1 hour before departure.
2. TRAVEL TICKETS
2.1. Travel ticket gives the Passenger the right to use the mean of transportation with a provision of a seat 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 and Latvian domestic lines:
2.2.1.1. a valid printed out or online Travel ticket;
2.2.2. on international Lux Express routes:
2.2.2.1. a valid travel document (passport/national ID card).
2.2.2.2. valid documents required for crossing the state borders and entering the country of destination.
2.2.2.3. other documents in accordance with international rules and the law of the country of destination, required for entry into the country of destination.
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 correct discount/full price and the bought discounted ticket price has to be paid.
2.3.1. It is not possible to buy a ticket or pay the price difference on the coaches with Russian number plates or in the Russian Federation territory, as well as on the departures where the carrier is AO ”EUROLINES”, TUE LUX EXPRESS LINES. 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, Lux Express official mobile app and in webshop while confirming the Travel ticket purchase.
2.6. By paying for the Travel ticket, Passenger also confirms that he has provided the Carrier with an e-mail address and/or phone number for relevant travel information.
2.7. Lux Express is selling its partners' Travel tickets based on current 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. via Lux Express official mobile application available for download in Google Play and Apple Store;
3.1.3. at Lux Express Customer Service Offices, an additional service fee may be applied;
3.1.4. from an Agent, where Agent’s service fees may be added to the Travel ticket fare;
3.1.5. 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, as well as on the departures where the carrier is AO ”EUROLINES”, TUE LUX EXPRESS LINES. The ticket prices available from the coach may be higher than the ticket prices from the internet or at the Customer Service Office;
3.1.6. by calling Lux Express Group customer support using bank card details.
3.2. When buying a Travel ticket on the Internet or by using official mobile application, it is possible to pay:
3.2.1. via Internet bank;
3.2.2. by using a bank card (depending on a country);
3.2.3. by voucher;
3.2.4. by using corporate customer account.
3.3. When buying Travel ticket from a coach driver (exceptions listed in section 3.1.5.) 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), the type and number of the personal identity document (passport or an official equivalent identity document). The Passenger’s 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);
3.6.1.1. On Lux Express international routes following discounts are valid: -80% for children up to 7 y. (incl.), -40% for children to 16 y. (incl.), -26% for youth up to 26 y. (incl.) (-10% on trips starting/ending in St. Petersburg), -10% for seniors above 60 y. (60 incl.). Given discounts do not apply to Lux Express Comfort class tickets.
3.6.1.2. 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, -100% for passengers aged 16 and over with profound disabilities, -40% for pet ticket. Youth discount up to 26 years (incl.) , -26% . Discounts do not apply to presales tickets to Lux Express Comfort class. While buying a Travel ticket from a bus driver (exceptions are listed in p. 3.1.4.) 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.
3.6.1.3 on Latvian domestic lines following discounts are valid -40% for children up to 16 years (incl.), -26% for youth up to 26 y.o (incl), -20% for seniors above 60 years (incl.), -40% for pet tickets, *- 50% 3+ and Honourable families - card holders, * - 90% 3+ and Honourable families card holders up to 23 years of age (inc.) that are school or university students,**-100% 3+ and Honourable families card holders on May 4th, November 11th and 18th, -**100% for children of preschool age, **-100% disabled persons of groups I and II of any age, **-100% assistant for a person with disability group I or for disabled child with any disability group, **-100% Disabled children (up to 18) of any disability group, **-100% for orphans - holders of Certificate Social Guarantee Provision, **-100% politically repressed person card holder, **-100% national resistance movement card holder.
*Discount for 3+ and Honourable families – are available in Lux Express homepage under‘ ’Other’’ and ‘’Not specified’’ category.
** -100% Discount is available in official Lux Express ticket sales office in Riga, Pragas street 1 or when purchasing bus ticket from driver. Please note that when buying the ticket from the Lux Express ticket sales office, you have to pay commission fee of 1 EUR, to guarantee you seats in the bus. When buying ticket from bus driver, Lux express cannot guarantee that there will be free seats.
3.6.2. If the ticket has been purchased with a discount, the passenger must prove the right to the selected discount. 3+ or Honorable family card holders should also present any document with a photo. In case of a 90% discount the document should be a student ID card. Otherwise, the passenger must pay the price difference between the full price of the correct discount and the purchased discount ticket. Disability related discounts can only be proven on the basis of a disabled person's card issued by the Social Insurance Board in Estonia or Latvia.
3.6.3. different price lists for Travel tickets sold on the Internet, at Customer Service Offices and/or in the coach.
3.6.4. 1€ service fee will be added to zero prize tickets while purchasing from Lux Express homepage, Lux Express official mobile application, Lux Express sales office, over the phone from Lux Express customer service (not applicable to tickets bought with 100% discount promocode).
3.6.4.1. The zero price ticket service fee is not applied when purchasing a ticket from the bus driver or at the coach station ticket offices.
4. AMENDMENTS TO TRAVEL TICKET
4.1. Changes to the ticket depend on the class (the fare) indicated on the ticket.
4.1.1. The ticket can be changed until one hour before the departure time;
4.2. By using Lux Express webpage or the official Lux Express mobile application the following amendments are possible:
4.2.1. Date and time of the Journey;
4.3. In the Lux Express sales office and through Lux Express customer service, it is additionally (also 4.2.1) possible to change:
4.3.1. Name and surname of the Passenger, - on the basis of the Passenger’s identity document, and subject to the provision of relevant additional personal data of the Passenger in accordance with p. 3.4.
4.3.2. Seat number and class (Comfort and Standard).
4.4. During the ticket change the Route of the Journey and the Carrier can not change.
4.5. Ticket amendments can be done:
4.5.1. Customer Service Offices of Lux Express;
4.5.2. via Lux Express official mobile application;
4.5.3. via webpage www.luxexpress.eu;
4.5.4. via Lux Express customer service phone.
4.5.5. The ticket can be changed a maximum of 3 times via Lux Express webpage and/or via Lux Express official mobile application.
4.6. When amending Travel tickets at Customer Service Offices or with the help of customer service phone of Lux Express the change is made without the service fee.
4.7. When amending Travel ticket at Agent’s office additional service fees may apply.
4.8. 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.
4.9. 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.
4.10. 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 and it is a fee for making changes to the Original Travel Ticket.
4.11. In case Passenger wishes to make any other amendments than mentioned in section 4.2. and 4.3 the new Travel ticket has to be purchased.
4.12. It is not possible to change only one part of the connection trip. The whole trip will be changed.
4.12.1 Until round trip/connection trip first departure it is possible to amend a ticket.
4.12.2 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.
4.13. 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.
4.14. 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.
4.15. Amended Travel tickets are not refundable (exception: ticket remains refundable if only the seat number, Passenger’s name 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 and via phone can be refunded by filling a respective form on Lux Express's webpage;
5.1.4. Tickets purchased from the Lux Express official mobile application can be returned in the Lux Express mobile application or online. It is also possible to return tickets purchased from the Lux Express mobile application via the web form.
5.2. When the Trip is cancelled by the Passenger the Travel tickets are refunded as follows:
5.2.1. Monetary refund:
5.2.1.1. more than 24 hours before the Original departure, the Carrier refunds 100% of the Standard or Comfort class ticket fare.
5.2.1.2. 24 hours till 1 hour before the Original departure, the Carrier refunds 50% of the Standard or Comfort class ticket fare.
5.2.1.3. less than 1 hour before the Original departure the Standard or Comfort class Travel ticket is not refundable, except:
5.2.1.3.1. 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, as well as the tickets where the Carriers is AO “EUROLINES“ 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.
5.2.1.3.2. For Latvian domestic departures 75% of the Standard class ticket fare is returned in-between 1 till 24 hours before the departure. 100% refund is available if more than 24h are left till the departure.
5.2.1.4. Lux Express frequent traveler (see Lux Express customer program) can apply for 100% refund of the Travel ticket fare until the Original departure.
5.2.2. Monetary voucher:
5.2.2.1. Up to 1 hour before departure 100% of the ticket price. The ticket will be compensated with a voucher.
5.2.3. When returning the ticket (clauses 5.2.1-5.2.3.1), the service fee of 1 EUR / 90 RUB / 5 PLN/ 3BYN will apply.
5.2.4. In case of round-trip, it is possible to return only one direction from the whole trip or the full trip. The returning amount for the trip will be calculated according to time left until the first trip departure time (see section 5.2.1 to 5.2.4). In case of connection trip it is possible to return only the full trip.
5.2.4.1 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).
5.2.5. 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.
5.6. The Passenger is notified that in cases where a partial refund of the Travel ticket fare is provided in accordance with given Ticket Sale Rules, the remaining part of the fare shall cover the actual costs of Carrier for arranging the Passenger’s carriage until the ticket is returned.
5.7. If the ticket is refunded, it is not possible to change the original refund method (monetary refund to a voucher or vice versa).
5.8. During force majeure circumstances, tickets for cancelled departures are not refundable on the website. Refund requests will be considered on an individual basis in accordance with the law.
5.8.1. If the reason for a trip cancellation was force majeure, all tickets purchased for the cancelled departure shall remain valid and shall be subject to reissued (exchanged) for tickets for new dates after the force majeure circumstances have passed or, at the passenger’s choice, compensated with a Voucher equivalent to 100% of the cancelled ticket price.
5.8.2. If seats are available, tickets on cancelled departures can be exchanged for tickets on other Lux Express routes. Under force majeure circumstances in this clause shall be considered any extraordinary and unavoidable circumstances, also including decisions of state authorities to restrict traffic within the country and / or between countries (partial or complete ban on domestic and / or international passenger transport).
6. ECONOMY CLASS RULES
6.1. In the Economy class ticket (promo ticket) name, surname, date and time of the departure are changeable in the Customer Service Offices, over the phone, or via Lux Express official mobile application more than 1 hour before the Original 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. Economy class ticket cannot be changed for other Economy class ticket.
6.3. Economy class tickets are non-refundable, except Travel tickets bought at Agent´s offices on the territory of Poland (section 6.6.) or except in Latvian domestic route (section 6.7. - 6.7.1)
6.4. There is a limited number of Economy class tickets per departure.
6.5. The departure 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.
6.6. Economy class tickets bought on the territory of Poland at Agent´s office can be refunded only at the same Agent´s office:
6.6.1. more than 24 hours before the Original departure, the Carrier refunds 30% of the Economy class ticket fare;
6.6.2. 24 hours till 1 hour before the Original departure, the Carrier refunds 10% of the Economy class ticket fare.
6.6.3 Economy class tickets for Latvian domestic trips can be 75% refunded two or more hours before the departure.
6.6.4. additional service fee might apply according to Agent’s price list.
6.7. Economy class tickets on the domestic route of Latvia can be refunded accordingly:
6.7.1. two or more hours before departure, the Carrier refunds 75% of the Economy class ticket fare.
6.8. The cost of the Economy class fare ticket is fully inclusive of the Carrier’s actual expenses for arranging the carriage of the Passenger until the ticket is returned.