If you are a person with reduced mobility or person with disabilities

• I. If you are with disability or limited mobility and travel in a regular bus line, when the point of boarding and leaving is located on the territory of an EU member-state you have the following rights:
While travelling, irrespective of distance, you have the right to:
• Non-discriminatory treatment: Carriers may not refuse booking, issue of ticket or boarding with the argument of disability or reduced mobility except when due to the structure of vehicle or infrastructure your boarding, leaving or transport is physically impossible, with the purpose of safety and protection of health. In case of refusal you may be immediately informed of the reasons and if you need an explanation you shall receive a written reply within five working days after the explanation is required.
• Booking and tickets without overcharge.
• Compensation, оby carriers and managers/owners of bus stations, in case of loss or damage of wheelchairs, other equipment assisting mobility or aids, equal to the value of replacement or repair lost or damaged equipment or aids.*
For travels with route length 250 km or more, you are also entitled to:
• Free assistance in bus stations provided by carriers and managers/owners of bus stations:
- clearly designated point on the territory of the bus station or outside it where you may declare your arrival and receive in a form accessible to you information about the bus station and offered help as well as to request such help;
- opportunity to move from the designated point to the information/booking/ticket sale desk, waiting room and the zone of boarding;
- boarding the transport vehicle with lifting devices, wheelchairs or other necessary help as relevant;
- loading your luggage;
- receiving your luggage;
- leaving the vehicle;
- taking a licensed guide dog in the bus;
- moving to your seat.
• Free assistance on board provided by the carrier:
- receiving important travel information in a form accessible to you on your request;
- boarding/leaving the vehicle during trip pauses if the vehicle is boarded by staff different from the driver.
Carriers and managers/owners of bus stations must provide the above-mentioned assistance if:
- a notice is submitted for your need of such assistance at least 36 hours before its provision;
- you appear at the designated point in the time appointed by the carrier in advance,
which must be no more than 60 minutes before the announced time of departure unless a shorter period is approved or the time of departure is not set – not later than 30 minutes before the announced time of departure.
If carrier refuses booking or issue of transport document due to bus structure or infrastructure making your boarding, leaving or transport impossible for security reasons or in view of legal health and safety requirements:
- carrier shall inform you of acceptable alternative transport offered by it;
- on your request you may be accompanied by another person giving the necessary assistance which shall render the reasons for refusal invalid; the accompanying person shall be entitled to free transport and, if possible, a seat beside you.
If you are refused boarding on the grounds of your disability or reduced mobility although you have booked a seat or have a transport document issued to you in observation of the requirements for declaring the need of help at least 36 hours in advance you have the following options:
- refund of ticket cost and, if applicable, free transport back to the start point of departure as early as possible, as entered in transport contract,
and
- if the above is impossible, continuation of travel or redirection with reasonable alternative transport services to the final destination as entered in the transport contract. The absence of notification 36 hours in advance doe not affect your right to refund of ticket cost.
Special care of carriers to you and your companions during travels scheduled as longer than three hours in case of cancelation or delay of departure from bus station longer than 90 minutes.
II. All passengers travelling in regular bus lines irrespective of distance, if the point of boarding or leaving is on the territory of an EU member-state, are entitled to the following:
• Contractual conditions and applied tariffs without direct or indirect discrimination based on passenger citizenship or the location of carriers or ticket sellers on the territory of the EU.*
• Compensation for lost or damaged luggage if not caused by an accident – to 1000 BGN.*
• Suitable and clear information on passenger rights according to EU law, presented at the latest on the moment of departure. The information must be presented on the territory of the bus station and, if applicable, on the internet. On request of persons with disabilities or with reduced mobility the information must be presented in accessible form, if possible.
• Submission of complaint if your rights are violated:
You may submit a complaint to the carrier or manager/owner of bus station within three months from the date of regular transport or the date when regular transport was supposed to be performed in the bus line. Within one month after receiving the complaint you shall be informed whether the complaint is grounded, rejected or pending. The term for presentation of final reply may not exceed three months after receiving the complaint.
If you do not wish to submit your complaint to the carrier, manager/owner of bus station or if the received reply is unsatisfactory, you may address the National Body of the EU member-state in compliance with Regulation 181/2011 on the rights of passengers in bus and coach transport; for the Republic of Bulgaria this is Executive Agency Road Administration, address: Sofia – 1000, 5 Gen Gurko St., e-mail: avto_а@rta.government.bg, tel: 02/9409400.
III. If you travel in regular bus lines at long distances, i.e. 250 km or more and if the point of boarding or leaving is on a territory of an EU member-state, you are entitled to the following which may not be limited or cancelled by the carrier with the transport contract:
• Compensation in case of death or physical injury after accident resulting from using a bus – the maximum amount of compensation is no less than 220 000 EUR/passenger.*
• Compensation in case of loss or damage of luggage after accidents resulting from using a bus – the maximum amount of compensation is no less than 1 200 EUR/luggage unit.*
• Reasonable and proportionate help ensured by the carrier to meet direct practical needs of passengers after an accident caused by using a bus: this help includes, if necessary, accommodation for a maximum of two night stays with maximum total value of 80 EUR/night, food, clothes, transport and help in getting first aid.*
• In case of cancellation of travel, delay of more than 120 minutes after the appointed hour of departure from a bus station or overbooking, you have the following options:
- continuation of travel or redirection to the final destination without additional payment as soon as possible under conditions similar to the one specified in transport contract;
- refund of ticket cost and, if applicable, as soon as possible, free bus travel back to the start point of departure.
Refund of costs shall be performed within 14 days after submitting the request or after receiving the request for this.
If the carrier fails to offer you the above options you are entitled to a compensation of 50 % of ticket cost in addition to the compensation of refund of ticket cost and, if applicable – free travel back by bus to the start point of departure. The carrier shall pay the amount within one month after submitting a compensation request.
• In case of bus damage during travel the carrier shall ensure continuation of transport with other vehicle from the place of damage or transport from this place to a suitable place to wait or to a bus station from where you can continue your travel.
• In case of travel cancellation or delay of more than 120 minutes after the appointed hour of departure from a bus stop in case of regular transport you have the following options:
- continuation of travel or redirection to the final destination without additional payment as soon as possible under conditions comparable to the ones specified in the transport contract;
- refund of ticket cost and, if applicable, as soon as possible, free return by bus to the start point of departure.
Refund of costs shall be performed within 14 days after submitting the request or after receiving the request for this.
• In case of cancelation or delay of departure in regular transport, the carrier/owner of bus station shall inform you of the situation as soon as possible no later than 30 minutes after the scheduled time of departure; also, you shall be informed of the expected time of departure as soon as this information is available.
• In case of cancellation or delay of departure from a bus station of more than 90 minutes during travels scheduled to last more than three hours the carrier shall offer the following free of cost:
- snacks, food and drinks depending on the time wait or delay if there are such in the bus or bus station and if it is possible to deliver such;
- a maximum of two night stays in a hotel or other type of accommodation to a maximum value of 80 EUR/passenger and help in the organization of transport between the bus station and the place of accommodation not included in the value of night stays. This is not applied if the carrier is able to prove that travel cancellation or delay is due to severe weather conditions or serious natural disasters posing a risk to transport safety.
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* These rules are also valid for occasional bus transport if the start point of boarding or the final get-off point of passengers is located on the territory of an EU member-state.