Interurban lines

General conditions for passengers using bus lines of the Republican, county and municipal transport schemes serviced by HEBROS BUS LTD


І. Your rights:
1. To travel to any bus stop of the relevant bus line route.
2. To be kindly serviced by a driver (and conductor) wearing company uniform and distinctive signs.
3. To receive information on bus stops from the driver (conductor) when boarding the bus or during travel;
4. To receive information on route lines of Hebros Bus LTD and price list of routes at information boards and ticket offices at bus stations and on the company website.
5. To request in the winter period (from 30 September to 1 May) saloon temperatures to 18оС with no more than 25оС temperature difference with outside temperature.
6. To have adequate air ventilation (or air conditioning) of saloon in the summer season.
7. To listen to quiet music on the national radio from the sound system of the bus.
8. Children up to 7 years of age travel free of charge with a transport document – ticket with zero value in the interurban road transport; children aged 7 to 10 travel with 50% discount of ticket prices in interurban road transport.
9. If you are a schoolchild, student or pensioner you may use discounts for travelling with subscription card pursuant to Ruling of the Council of Ministers 66 of the Council of Ministers.
10. Participants in Patriotic war travel free of charge in interurban transport on the territory of the county of residence and in city transport in the country with an annual card. Military invalids and persons injured in peacetime may travel free of charge with an annual card in interurban transport on the territory of their municipality of residence and city transport in the country.
11. Employees of the Executive Agency of Road Administration travel free of charge in the country with a work card on the grounds of art.170, par.6 of the Road Traffic Act.
12. To transport free of charge hand luggage with maximum size 60/ 40/ 40 cm. Luggage with dimensions above the specified ones but no more than 100/100/100 cm and weight to 50 kg is charged 10 BGN. Luggage above the specified maximum dimensions may not be transported in the bus. You may transport free of charge bicycles, strollers and wheelchairs in the luggage compartment provided that they may be folded and if bus structure and capacity of luggage compartment allow it.
13. In case of bus damage along the route making travel impossible charged passengers may travel with the same tickets in the next scheduled bus of HEBROS BUS LTD servicing the line or in a sent spare bus. The company shall not pay compensation if passengers are transported to the final destination.
14. To submit a complaint to Hebros Bus LTD within 3 months from the date of regular transport or the date when regular transport had to be performed. Within 1 month after receiving your complaint HEBROS BUS LTD shall inform you if it is grounded, rejected or pending. The term for provision of final reply is no more than 3 months after receiving the complaint.
15. If you are a person with disability or reduced mobility you are entitled to free guide in buses and bus stations of HEBROS BUS LTD.
16. If you are a person with disability or reduced mobility HEBROS BUS LTD may not refuse to accept your booking or to issue a ticket for you except if necessary for compliance with applicable safety and health requirements or if vehicle structure or infrastructure, including bus stops or bus stations make your boarding, leaving or transport physically impossible in terms of safety or feasibility.
17. To transport pets in luggage compartment of buses provided that they are placed in a special cage limiting their free movement, access to luggage in the compartment and its possible damage. In case that luggage is damaged by a pet the pet owner shall pay compensation to the luggage owner.

II. Your responsibilities:
1. To be present at the relevant bus stop/ sector at the bus station at least 5 minutes before the time of bus departure.
2. To board and leave the bus when it is fully stopped at the bus stop.
3. To purchase ticket/ subscription card for travel from the relevant ticket office at the bus station where you start your travel. You may buy a ticket from the bus driver only if there are no more than 5 minutes left to bus departure according to bus schedule. For lines serviced by a conductor tickets are bought at the start bus stop directly in the bus.
If you board at an interim stop along the route you must purchase a ticket from the driver/ conductor at the bus.
4. Claims for tickets and cards are only accepted at the moment of their issue at ticket offices. Duplicates of lost/ stolen subscription cards and tickets are not issued.
The term of subscription cards is fixed and may not be extended if such are temporarily unused. Tickets purchased from ticket offices are only valid for the time they are issued for; they may be recertified for the next scheduled route only if sufficient reasons are presented at the moment of travel and if there are free seats. Tickets may be used by other persons before the start of travel because they do not have a name filled in. Tickets purchased from the driver may not be annulled or recertified. Subscription cards bear the name and photo of their holders. If preferential travel cards or subscription cards contain corrections, crossings out or deletions and if their packaging (foil) is damaged they become invalid.
5. When boarding the bus at the bus station, please present to the driver purchased tickets, subscription cards or preferential travel cards.
6. Refrain from bothering other passengers.
7. Keep bus order and cleanness.
8. Do not stay at bus steps and prevent doors from closing;
9. Do not talk to drivers during travel and distract them;
10. Do not give your travel document (ticket, subscription or preferential card) to other persons;
11. Do not transport in the bus animals which are not pets, illegal weapons and explosives, easily flammable and poisonous substances, large luggage;
12. Do not put luggage on bus seats;
13. Do not bring in cups with drinks, snacks, ice creams and other food that could reduce bus hygiene;
14. You are not allowed to smoke, including electronic cigarettes, consume food and alcohol in the bus. Persons who are visibly drunk and with poor hygiene shall not be allowed in the bus.

ІІІ. Luggage transport
1. The bus driver must issue luggage sticker to the passenger for each luggage unit delivered for transport in the luggage compartment.
2. The luggage sticker shows that the relevant luggage unit is owned by the passenger.
3. The bus driver must deliver luggage personally to the holder of luggage strip coinciding with the luggage sticker. If a strip is not presented the driver does not have the obligation to hand the luggage of this document unless there is evidence.
5. Unclaimed luggage is held and stored with the due care by HEBROS BUS LTDor a third party for the passenger’s account for three months.
6. HEBROS BUS LTD is responsible for the full or partial loss or damage of passenger luggage from the moment it is received to the moment it is delivered, including the period of storage.
7. HEBROS BUS LTD is responsible for luggage on the vehicle unless the damage or absence are due to the nature or defects of luggage itself and despite the measures taken such could not be prevented (force majeure).
8. HEBROS BUS LTD owes compensation for full or partial loss or damage of luggage but no more than 1000 BGN/luggage unit.
9. Luggage undelivered within 14 days starting on the date of passenger claim shall be deemed lost.
10. When luggage deemed lost is found within one year after the date of passenger claim HEBROS BUS LTD must inform the passenger. After the passenger returns the received compensation HEBROS BUS LTD shall return found luggage. The passenger reserves the right to compensation for the delay.
11. HEBROS BUS LTD is fully or partially relieved of liability for damages occurring through the passenger’s fault or resulting from passenger behaviour beyond the normal behaviour of a passenger.

ІV. Rights and obligations of HEBROS BUS LTD to you:
1. The control over the issue, timely provision of passengers with tickets and use of subscription cards and preferential travel cards is exercised by the internal company control of HEBROS BUS LTD.
2. In case of passenger without or with FAKE transport document, employees of HEBROS BUS LTD internal company control may request such passenger to pay property compensation of 30 BGN, pursuant to the provisions of art. 101 of the Road Transport Act and terminate the transport contract.
3. In case of passenger refusal to pay the illegal passenger charge ticket the former shall be forced to leave the bus.
4. HEBROS BUS shall use bus stations as start and end stop according to timetable.
5. HEBROS BUS LTD does not allow transport of standing passengers in interurban bus lines with one-way length over 30 km pursuant to the requirement of art. 65 of Regulation No. 33 of 3 Nov. 1999 on the public transport of passengers and goods on the territory of the Republic of Bulgaria and the Ministry of Transport.
6. HEBROS BUS LTD shall “ХЕБРОС БУС” ООД undertakes to supply each bus with a plate showing start and end stop according to the requirements of art. 41 of Regulation 2 dd 15 Mar. 2002 on the conditions and order of transport schemes approval and performance of public transport of passengers with buses of the Ministry of Transport.
7. HEBROS BUS LTD shall clean passenger saloon and maintain it in good condition.
8. HEBROS BUS LTD shall be responsible for the life and each physical or mental damage of passengers due to traffic accidents while passengers stay in the transport vehicle, board it or leave it.
9. HEBROS BUS LTD shall be relieved of liability if the damage under cl. 8 is caused by circumstances beyond the control of HEBROS BUS LTD irrespective of all measures undertaken as the case may be, which circumstances could not be avoided and the consequences of which could not be prevented (force majeure).
10. HEBROS BUS LTD shall not be relieved of liability for the damages resulting from physical or mental defects of the driver or third parties performing transport tasks, defects or the condition and functioning of the vehicle.
11. HEBROS BUS LTD shall be fully or partially relieved of liability for damages caused through passengers’ fault or due to passenger behaviour beyond the normal behaviour of passengers.
12. HEBROS BUS LTD shall be relieved of liability for the full or partial failure to comply with timetable in case of force majeure circumstances, including complicated traffic situation and when crossing a settlement would risk passenger security.

Dear passengers, if you believe your passenger rights have been violated,
submit a complaint in the relevant order to HEBROS BUS LTD with address:
Plovdiv, 1 Macedonia Blvd., Rodopi bus station, fl. 2,
tel: 032/ 657811, extension 3, fax: 032/ 657812 or e-mail:

The national body responsible for the application of statutory requirements
on the rights of passengers in bus transport for the Republic of Bulgaria is
Executive Agency Road Administration,
address: Sofia – 1000, 5 Gen. Gurko St.,
e-mail: avto_а , tel: 0700 14 990

September, 2016