Current rules of ticket sales, carriage of baggage, and transport for international bus lines of Lux Express Group.
Passenger rules
TICKET SALE RULES
1. DEFINITIONS
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 SIA ‘ЕВРОЛАЙНС’, LUX EXPRESS ESTONIA AS, SIA LUX EXPRESS LATVIA, LUX EXPRESS LITHUANIA UAB (hereinafter, “Lux Express“ or “Carrier“).
1.2 Original travel ticket is an original contract concluded between Passenger and Carrier before any possible amendments or changes are made.
1.3 Original day of commencement of the Journey is the day originally agreed between the Passenger and the Carrier and shown on the original travel ticket before any possible amendments
1.4 Authorized distributor (hereinafter, “Agent“).
2. TRAVEL TICKETS
2.1. Travel ticket is a contract between Passenger and Carrier which gives the Passenger the right to use means of transportation as well as products and services associated with it only on a journey and according to agreed conditions as stated on the ticket.
2.2. Travel ticket is non-transferable and can only be used by the person named on it.
2.2.1. 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 stated on the cover of the ticket, at all sales representatives’ offices (listed in section 4.1), on homepages www.luxexpress.eu.
2.3. A copy of a Travel ticket that has been lost, left behind, destroyed or is absent due to any reasons can be issued at Passenger’s request at Lux Express sales representatives’ offices (listed in section 4.1) on the basis of an ID in accordance with fee for booking service as stated in the price list.
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 SIA ‘ЕВРОЛАЙНС’, LUX EXPRESS ESTONIA AS, SIA LUX EXPRESS LATVIA, LUX EXPRESS LITHUANIA UAB (hereinafter, “Lux Express“ or “Carrier“).
1.2 Original travel ticket is an original contract concluded between Passenger and Carrier before any possible amendments or changes are made.
1.3 Original day of commencement of the Journey is the day originally agreed between the Passenger and the Carrier and shown on the original travel ticket before any possible amendments
1.4 Authorized distributor (hereinafter, “Agent“).
2. TRAVEL TICKETS
2.1. Travel ticket is a contract between Passenger and Carrier which gives the Passenger the right to use means of transportation as well as products and services associated with it only on a journey and according to agreed conditions as stated on the ticket.
2.2. Travel ticket is non-transferable and can only be used by the person named on it.
2.2.1. 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 stated on the cover of the ticket, at all sales representatives’ offices (listed in section 4.1), on homepages www.luxexpress.eu.
2.3. A copy of a Travel ticket that has been lost, left behind, destroyed or is absent due to any reasons can be issued at Passenger’s request at Lux Express sales representatives’ offices (listed in section 4.1) on the basis of an ID in accordance with fee for booking service as stated in the price list.
3. GENERAL TERMS AND CONDITIONS OF TRAVEL TICKET SALE
3.1. Travel ticket can be bought:
3.1.1. On the Internet, homepages www.luxexpress.eu
3.1.2. At Lux Express representatives’ 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.
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 a 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).
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 the following minimum required information to Carrier: Passenger’s last name, phone number, desired date of travel, place of departure and destination, as well as departure time.
3.6. Carrier reserves the right to introduce:
3.6.1. additional concessions on the price of the service for Passengers who belong to certain groups (for example young people, minors, elderly, etc);
3.6.2. different categories of concessions and discount levels for different routes and departure times;
3.6.3. different price lists for Travel tickets sold on the Internet, at sales representatives’ offices and/or on a coach.
3.1. Travel ticket can be bought:
3.1.1. On the Internet, homepages www.luxexpress.eu
3.1.2. At Lux Express representatives’ 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.
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 a 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).
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 the following minimum required information to Carrier: Passenger’s last name, phone number, desired date of travel, place of departure and destination, as well as departure time.
3.6. Carrier reserves the right to introduce:
3.6.1. additional concessions on the price of the service for Passengers who belong to certain groups (for example young people, minors, elderly, etc);
3.6.2. different categories of concessions and discount levels for different routes and departure times;
3.6.3. different price lists for Travel tickets sold on the Internet, at sales representatives’ offices and/or on a 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 sales representatives are:
4.1.1.1. in Estonia:
4.1.1.1.1. Tallinn, Lastekodu 46;
4.1.1.2. in Latvia:
4.1.1.2.1. Riga, Pragas iela 1;
4.1.1.3. in Lithuania
4.1.1.3.1. Vilnius, Sodu 20B-1;
4.1.1.3.2. Vilnius, Saltoniškių g. 9;
4.1.1.3.3. Klaipeda, Taikos pr 61;
4.1.1.4. in Russia:
4.1.1.4.1. St. Petersburg, 1985098 St Peterburg Mitrofanjevskoe Shosse 2-1
4.1.2. At authorized distributors’ offices.
4.2. The Travel tickets bought on the Internet, on homepage www.luxexpress.eu can be refunded only at sales representatives’ offices of Lux Express (listed in section 4.1.1), except in Russia, where written applications are accepted for refunds from Lux Express Estonia AS.
4.3. When cancelled by Passenger:
4.3.1. Travel tickets can be refunded only 7 days before the start of the Original day of commencement of the Journey, the Carrier refunds 80% of the fare;
4.3.2. The Travel tickets are not refunded if there are 7 or less days left before the day of the start of the Original day of commencement of the Journey;
4.3.3. The cost of Travel tickets purchased by Passengers on the territory of the Russian Federation from sales offices of Lux Express and/or from Agents is refunded in the amount of 80% of the full cost of the Origin Travel ticket. Applications for the refund for such Travel tickets can be made until the Original day of commencement of the Journey at the location of purchase of the Travel tickets during the open hours of the sales office or Agent.
4.4. Travel tickets are not refunded at any sales representative’s office after departure of the coach.
4.5. Lux Express 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).
4.6. The fare paid by the Passenger is refunded by Carrier in cash to the person stated on the Travel ticket or to his representative possessing a document and/or letter of authority except for credit card payments, which are refunded to the same credit card account under a special procedure.
4.7. Passenger is obliged to cover costs related to transfer of the Travel ticket refund.
4.8. Carrier processes claims for Travel ticket refunds only in sales representatives’ offices of Lux Express (listed in section 4.1.1).
5. AMENDMENTS TO TRAVEL TICKET
5.1 Travel tickets amendments are possible only until the beginning of the journey in cases where Route of the journey Carrier and the name of the Passanger are not changed as a result of desired amendments.
5.2 Date and time of the Journey can be amended in the Travel ticket.
5.3 Amendments of date and time can be made at sales representatives’ offices of Lux Express (listed in section 4.1.1). Amendments can be made at authorized distributors’ offices only in case the Travel ticket was bought there. When amending Travel tickets at a distributor’s office Agent’s services fees can be added to the fare.
5.4 The owner of Travel ticket can make amendments to his Travel ticket at sales representatives’ offices of Lux Express on the basis of an ID; via telephone on the basis of the booking number, ticket number, and name and contact telephone number of the owner; via e-mail on the basis of the address of the person who ordered the ticket.
5.5 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.
5.6 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.
5.7 In case Passenger wishes to make any other amendments he will have to purchase a new Travel ticket.
4.1. Travel tickets can be refunded only at the place where they were originally purchased:
4.1.1. Lux Express sales representatives are:
4.1.1.1. in Estonia:
4.1.1.1.1. Tallinn, Lastekodu 46;
4.1.1.2. in Latvia:
4.1.1.2.1. Riga, Pragas iela 1;
4.1.1.3. in Lithuania
4.1.1.3.1. Vilnius, Sodu 20B-1;
4.1.1.3.2. Vilnius, Saltoniškių g. 9;
4.1.1.3.3. Klaipeda, Taikos pr 61;
4.1.1.4. in Russia:
4.1.1.4.1. St. Petersburg, 1985098 St Peterburg Mitrofanjevskoe Shosse 2-1
4.1.2. At authorized distributors’ offices.
4.2. The Travel tickets bought on the Internet, on homepage www.luxexpress.eu can be refunded only at sales representatives’ offices of Lux Express (listed in section 4.1.1), except in Russia, where written applications are accepted for refunds from Lux Express Estonia AS.
4.3. When cancelled by Passenger:
4.3.1. Travel tickets can be refunded only 7 days before the start of the Original day of commencement of the Journey, the Carrier refunds 80% of the fare;
4.3.2. The Travel tickets are not refunded if there are 7 or less days left before the day of the start of the Original day of commencement of the Journey;
4.3.3. The cost of Travel tickets purchased by Passengers on the territory of the Russian Federation from sales offices of Lux Express and/or from Agents is refunded in the amount of 80% of the full cost of the Origin Travel ticket. Applications for the refund for such Travel tickets can be made until the Original day of commencement of the Journey at the location of purchase of the Travel tickets during the open hours of the sales office or Agent.
4.4. Travel tickets are not refunded at any sales representative’s office after departure of the coach.
4.5. Lux Express 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).
4.6. The fare paid by the Passenger is refunded by Carrier in cash to the person stated on the Travel ticket or to his representative possessing a document and/or letter of authority except for credit card payments, which are refunded to the same credit card account under a special procedure.
4.7. Passenger is obliged to cover costs related to transfer of the Travel ticket refund.
4.8. Carrier processes claims for Travel ticket refunds only in sales representatives’ offices of Lux Express (listed in section 4.1.1).
5. AMENDMENTS TO TRAVEL TICKET
5.1 Travel tickets amendments are possible only until the beginning of the journey in cases where Route of the journey Carrier and the name of the Passanger are not changed as a result of desired amendments.
5.2 Date and time of the Journey can be amended in the Travel ticket.
5.3 Amendments of date and time can be made at sales representatives’ offices of Lux Express (listed in section 4.1.1). Amendments can be made at authorized distributors’ offices only in case the Travel ticket was bought there. When amending Travel tickets at a distributor’s office Agent’s services fees can be added to the fare.
5.4 The owner of Travel ticket can make amendments to his Travel ticket at sales representatives’ offices of Lux Express on the basis of an ID; via telephone on the basis of the booking number, ticket number, and name and contact telephone number of the owner; via e-mail on the basis of the address of the person who ordered the ticket.
5.5 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.
5.6 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.
5.7 In case Passenger wishes to make any other amendments he will have to purchase a new Travel ticket.
RULES FOR CARRIAGE OF PASSENGERS AND LUGGAGE
1. DEFINITIONS
1.1 By booking and purchasing carriage services (hereinafter, “Travel ticket“) the Client (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“) with a provider of carriage services ZAO ЕВРОЛАЙНС, LUX EXPRESS ESTONIA AS, SIA LUX EXPRESS LATVIA, LUX EXPRESS LITHUANIA UAB (hereinafter, “Lux Express“ or “Carrier“).
1.2 Authorised distributor (hereinafter, “Agent“).
2. CARRIAGE AND ACCOMODATTION OF LUGAGE 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. The items found are forwarded to local representatives of Lux Express where possible.
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. Passanger 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 (e.g. a bag or a case) that is accommodated in the luggage compartment at the beginning of the journey is labelled by double stickers, one of which is attached to the Passenger’s luggage and the other - to the Passenger’s ticket. Luggage is handed back only on the basis of a Travel ticket with the luggage number.
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. In case the bicycle can not 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 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 It is not allowed to carry on board or in a luggage compartment of Lux Express coaches forbidden luggage or hand luggage that contains items of objects stated in the list of forbidden luggage. Forbidden luggage includes 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. 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 guiding dog. The passenger with sight impairment must guarantee availability of documents necessary for the guiding dog to be taken into and out of a country. Lux Express 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 to possess a travel ticket or another document proving his right to travel and present it to the driver when entering the coach;
3.2.2 in case of absence of a travel ticket to buy one from a coach driver;
3.2.3 to keep the travel ticket until the end of the journey;
3.2.4 to present the travel ticket or another document proving his right to travel to any official having the right for inspection upon his request;
3.2.5 to ensure that his/her hand luggage or any other item does not endanger or otherwise disturb other passengers.
3.3 It is forbidden for the passenger:
3.3.1 to travel on a coach under alcoholic intoxication, in dirty clothes, to smoke 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 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 In case of coaches equipped with safety seatbelts 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 due to the reasons listed above.
4.3 Carrier keeps left luggage as well as items found on board (except for perishable items) for one month.
4.4 Passenger who has bought a travel ticket for a Lux Express route but has left it behind loses the right to travel using it on any other Lux Express coach. Such ticket is not refunded.
4.5 Carrier is not responsible for content or preservation of the he luggage accommodated in the luggage compartment, as well as for destruction or loss of a Passengers’ valuables (jewellery, photo-video equipment, money, cheques, papers, fragile items) kept in the Passenger’s luggage (bag, case etc).
4.6 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:
4.6.1 reimburse to the Passenger 50% of the fare upon his written request if due to the reasons listed above the coach arrived at the destination at least 2 hours later;
4.6.2 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.
4.7 In case a coach failed to depart due to Carrier’s fault a full fare is returned to the Passenger upon his request.
4.8 In case of damage caused to luggage due to Company’s fault (for example a bag or a case) the Company shall reimburse it up to 3000 kroons. In case of damage being higher than 3000 kroons it shall be reimbursed by the insurance company if the luggage has been insured.
4.9 Carrier has the right to refuse to provide carriage services and refund the ticket in case Passenger:
4.9.1 is under alcoholic intoxication;
4.9.2 endangers or disturbs other passengers;
4.9.3 hinders the course or safety of the journey in any other way;
4.9.4 presents documents necessary for crossing borders that are incorrectly drawn up or such documents are absent;
4.10 In case there are misunderstandings between a Passenger and state authorities regarding invalid visas, passports, 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 14 days after the journey. Lux Express obliges to reply to complaints concerning Lux Express coaches and coach crews not later than within 30 days.
4.12 Lux Express representations also accept complaints concerning Carriers in relation to whom Lux Express acts as Agent and forwards all such complaints to the carrier responsible not later than within 7 days.
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 timetable or which 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 PASSANGER
5.1 Carriage of home animals and pets is not allowed. 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.
1.1 By booking and purchasing carriage services (hereinafter, “Travel ticket“) the Client (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“) with a provider of carriage services ZAO ЕВРОЛАЙНС, LUX EXPRESS ESTONIA AS, SIA LUX EXPRESS LATVIA, LUX EXPRESS LITHUANIA UAB (hereinafter, “Lux Express“ or “Carrier“).
1.2 Authorised distributor (hereinafter, “Agent“).
2. CARRIAGE AND ACCOMODATTION OF LUGAGE 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. The items found are forwarded to local representatives of Lux Express where possible.
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. Passanger 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 (e.g. a bag or a case) that is accommodated in the luggage compartment at the beginning of the journey is labelled by double stickers, one of which is attached to the Passenger’s luggage and the other - to the Passenger’s ticket. Luggage is handed back only on the basis of a Travel ticket with the luggage number.
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. In case the bicycle can not 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 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 It is not allowed to carry on board or in a luggage compartment of Lux Express coaches forbidden luggage or hand luggage that contains items of objects stated in the list of forbidden luggage. Forbidden luggage includes 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. 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 guiding dog. The passenger with sight impairment must guarantee availability of documents necessary for the guiding dog to be taken into and out of a country. Lux Express 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 to possess a travel ticket or another document proving his right to travel and present it to the driver when entering the coach;
3.2.2 in case of absence of a travel ticket to buy one from a coach driver;
3.2.3 to keep the travel ticket until the end of the journey;
3.2.4 to present the travel ticket or another document proving his right to travel to any official having the right for inspection upon his request;
3.2.5 to ensure that his/her hand luggage or any other item does not endanger or otherwise disturb other passengers.
3.3 It is forbidden for the passenger:
3.3.1 to travel on a coach under alcoholic intoxication, in dirty clothes, to smoke 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 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 In case of coaches equipped with safety seatbelts 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 due to the reasons listed above.
4.3 Carrier keeps left luggage as well as items found on board (except for perishable items) for one month.
4.4 Passenger who has bought a travel ticket for a Lux Express route but has left it behind loses the right to travel using it on any other Lux Express coach. Such ticket is not refunded.
4.5 Carrier is not responsible for content or preservation of the he luggage accommodated in the luggage compartment, as well as for destruction or loss of a Passengers’ valuables (jewellery, photo-video equipment, money, cheques, papers, fragile items) kept in the Passenger’s luggage (bag, case etc).
4.6 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:
4.6.1 reimburse to the Passenger 50% of the fare upon his written request if due to the reasons listed above the coach arrived at the destination at least 2 hours later;
4.6.2 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.
4.7 In case a coach failed to depart due to Carrier’s fault a full fare is returned to the Passenger upon his request.
4.8 In case of damage caused to luggage due to Company’s fault (for example a bag or a case) the Company shall reimburse it up to 3000 kroons. In case of damage being higher than 3000 kroons it shall be reimbursed by the insurance company if the luggage has been insured.
4.9 Carrier has the right to refuse to provide carriage services and refund the ticket in case Passenger:
4.9.1 is under alcoholic intoxication;
4.9.2 endangers or disturbs other passengers;
4.9.3 hinders the course or safety of the journey in any other way;
4.9.4 presents documents necessary for crossing borders that are incorrectly drawn up or such documents are absent;
4.10 In case there are misunderstandings between a Passenger and state authorities regarding invalid visas, passports, 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 14 days after the journey. Lux Express obliges to reply to complaints concerning Lux Express coaches and coach crews not later than within 30 days.
4.12 Lux Express representations also accept complaints concerning Carriers in relation to whom Lux Express acts as Agent and forwards all such complaints to the carrier responsible not later than within 7 days.
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 timetable or which 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 PASSANGER
5.1 Carriage of home animals and pets is not allowed. 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.