Passenger Rights

Last updated: 6 September 2026

1. Where these rights come from

Journeys sold on BusMagus are performed by licensed bus operators. Your rights as a passenger come from the law of the country of departure and the countries crossed, from the operator's conditions of carriage, and, for services whose departure or arrival is in a member state of the European Union, from Regulation (EU) No 181/2011 concerning the rights of passengers in bus and coach transport. In Albania, the carriage is governed by Law No. 8308/1998 "On Road Transport" and the rules issued under it, and your rights as a consumer by Law No. 9902/2008 "On Consumer Protection". Where the Regulation does not formally apply, we ask every operator on the Platform to treat passengers by its standards, and this page describes those standards.

2. No discrimination

The fare and the conditions offered to you may not depend on your nationality or on where you buy the ticket. Operators may not refuse a booking or boarding because of a disability or reduced mobility, except where boarding is physically impossible or unsafe under the rules on vehicle design and infrastructure; in that case you are entitled to a full refund or to alternative transport.

3. Information

You are entitled to adequate information throughout your journey, in accessible formats where you need them. On regular services of 250 km or more, when a departure is cancelled or delayed, the operator must inform you as soon as possible and at the latest 30 minutes after the scheduled departure time, and must tell you the expected departure time as soon as it is known. Every change an operator communicates to us is passed on to you by email and, where you gave a mobile number, by message.

4. Cancellation and long delay

If a regular service of 250 km or more is cancelled, overbooked or delayed at departure by more than 120 minutes, you have the choice between continuing your journey or being rerouted to your destination at the earliest opportunity at no extra cost, and a full refund of the ticket price within 14 days, with a free return to the point of departure where the journey has become pointless. If the operator fails to offer you this choice, you should contact Bus Magus and inform us. If the vehicle becomes inoperable during the journey, the operator must provide continuation of the service with another vehicle or transport to a suitable waiting point from which continuation is possible. The same choice between rerouting and a full refund is offered on the Platform for every cancelled departure, whatever the distance.

5. Assistance during delays

On regular services of 250 km or more scheduled to last more than three hours, if the departure is cancelled or delayed by more than 90 minutes, the operator is suggested to offer snacks, meals or refreshments in reasonable relation to the waiting time, depending on the operator's country or your departure country. Operator's staff should assist you to find a reasonable solution or alternative of travel.

6. Accidents

In the event of an accident arising from the use of the bus or coach, you are entitled to compensation for death or personal injury and for loss of or damage to luggage, within the limits set by the applicable national law and no lower than the minimums set by Regulation (EU) No 181/2011 where it applies. The operator must provide reasonable and proportionate assistance for your immediate practical needs after an accident, including first aid, accommodation, food, clothing and transport where necessary.

7. Passengers with disabilities or reduced mobility

You pay no supplement for a reservation or a ticket. Operators and terminal managers provide assistance, within their responsibilities, free of charge, provided you notify your need at least 36 hours before departure and present yourself at the agreed point at the agreed time, or at least 30 minutes before departure if no time was agreed. Tell us about any assistance you need when booking, through the contact form, and we will pass it on to the operator.

8. Luggage

Each operator's luggage allowance and any fee for excess luggage are shown within the ticket details or in the route information; as a rule one hold bag and one item of hand luggage are included. Dangerous goods and items prohibited by law may not be carried. You remain responsible for hand luggage and valuables. Liability for hold luggage lies with the operator, within the limits of the applicable law.

9. Your obligations

Carry a valid ticket and an identity document matching the name on it, and on international journeys a passport (with visa if you need one to cross the country) or identity card valid for every country crossed. Be at the departure point at least 30 minutes before departure. Follow the driver's reasonable instructions and the operator's rules on board. Respect the luggage allowance. Children travel under the responsibility of an accompanying adult; unaccompanied minors are carried only where the operator expressly permits it and, on international journeys, with the written consent of the absent parent or guardian. An operator may refuse to carry a passenger who behaves in a way that endangers or disturbs others.

10. Complaints

Submit a complaint within three months of the date on which the service was performed or should have been performed, through the contact form on our Help pages, to support [@] busmagus [.] com, or directly to the operator. Within one month you will be told whether the complaint has been upheld, rejected or is still being considered, and you will receive a final reply within three months of its receipt. If you are not satisfied, and the journey was covered by Regulation (EU) No 181/2011, you may refer the matter to the national enforcement body of the member state concerned; the European Commission publishes the list of these bodies. Consumers in Albania may also contact the Consumer Protection Commission.

11. Contact

Bus Magus
Email: support [@] busmagus [.] com
Phone: +39 06 8587 0040