Tickets and non-discriminatory contract conditions
- Issue tickets and offer non-discriminatory contract terms
Retained EU Law
2011
United Kingdom
Regulation (EU) No 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004 (Text with EEA relevance)
At a glance
What's here
10 compliance obligations
What this Act requires
Sections that create concrete duties on businesses or carry penalties. Procedural and definitional sections are folded into the “Browse other sections” expander at the bottom of each group. Click any section title to read the source text on legislation.gov.uk.
Immediate practical needs of passengers
- Provide immediate assistance to passengers after an accident
Accessibility and information
- Establish non-discriminatory access and provide accessible information for disabled passengers
Right to assistance at designated terminals and on board buses and coaches
- Provide free assistance to disabled passengers at terminals and on board
Conditions under which assistance is provided
- Cooperate to provide assistance to disabled passengers under specified conditions
Continuation, re-routing and reimbursement
- Offer re-routing or refund when service is delayed or cancelled
Information
- Provide timely information to passengers about cancellations, delays and alternative connections
Assistance in case of cancelled or delayed departures
- Provide assistance to passengers when bus/coach journey is delayed or cancelled
Complaints
- Set up a complaint handling mechanism for passenger rights
Submission of complaints
- Respond to passenger complaints within 1 month and final reply within 3 months
Browse 24 other sections — procedural / definitional / commencement
Subject matter
Scope
Definitions
Other performing parties
Exclusion of waiver
Death or personal injury to passengers and loss of or damage to luggage
Right to transport
Exceptions and special conditions
Designation of terminals
Transmission of information to a third party
Training
Compensation in respect of wheelchairs and other mobility equipment
Exemptions
Further claims
Exemptions
Right to travel information
Information on passenger rights
National enforcement bodies
Report on enforcement
Cooperation between enforcement bodies
Penalties
Report
Amendment to Regulation (EC) No 2006/2004
Entry into force
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