Rights for bus passengers

As a bus passenger, you have rights in relation to your journey. An overview of the significance of the Regulations concerning the rights of bus and coach passengers in public transport in Norway follows below.

1. Background

With reference to the circular concerning EU No 181/2011 (Regulation concerning the rights of passengers in bus and coach transport). Below is a brief summary of the rights concerning information to the customer.  The summary primarily concerns rules that apply to public transport, but the summary also includes rights that apply for journeys over 250 km. Refer to the circular for more information about this. In certain circumstances, the customer has better rights in the national rules and guidelines as described in NS 11032. The summary also mentions these rights, which is specified in the text below.

Read the circular (in Norwegian only)

2. General provisions of the regulations

2.1 Scope and applicability of the regulations

FormåleThe purpose of the regulation is, pursuant to Article 2, to stipulate rules for bus and coach transport, such as shall ensure non-discrimination of customers, the right to adequate information, the right to assistance, rights in the event of delay/cancellation and the right to complain. The term carrier means the company with which you enter into the agreement and/or that transports you.

3. The individual's rights

3.1 3.1 The right to transport and non-discriminatory conditions for access

a) The right to transport pursuant to Articles 9 and 10: People with disabilities or of reduced mobility have the right to transport. As a customer, you have the right to buy a ticket and the right to come on board the means of transport without being refused access on the grounds of disability (Article 9). The rules apply with the limitations that arise from safety and the design of buses in Article 10.

Our buses are designed and approved in accordance with the European regulations and have space for a wheelchair with a length of 1300 mm length (incl. user) The ramps and support wall for wheelchairs in bus class 1 must withstand a total weight of 300 kg. Unfortunately, we cannot carry larger wheelchairs, as this will not be justifiable in terms of safety. The allocated space is at the disposal of a wheelchair user if it is available.

Our drivers and other staff will assist arranging for other passengers to move to another place on the bus if there is space.

b) Non-discriminatory conditions for access: Our terms and conditions within the applicable regulations will not discriminate against you as a customer, and we would like to hear from you if you believe that they do. Feel free to send feedback by e-mail here. You are entitled to receive a printout of our terms and conditions, and the parts of our service provision that you believe will be relevant to you.

3.2 The right to assistance during journeys over 250 km

The assistance must be ordered no later than 36 hours in advance but, even if it’s not, the staff at the bus terminal in collaboration with the performing carrier must provide the necessary assistance if they have adequate resources at the time. 

You are entitled to assiance to:

  • Move within the terminal from, e.g. the counter, waiting room and departure hall to/from the toilet.
  • Boarding/disembarking
  • Load your baggage on board.
  • Move to your seat.
  • Bring a guide dog

If the duration of the journey is over three hours and there is a delay of at least 90 minutes, you also have the right necessary assistance. This include a requirement for refreshments.

3.3 Rights in the event of accidents, including rules concerning damage to wheelchairs

Pursuant to Article 17 of the Regulation, the carrier is liable for damage to a wheelchair or other mobility equipment or assistive devices. The responsibility is objective, but if you don’t secure your wheelchair with safety devices available on board, e.g. wall with side support on town buses and “belt/straps” on regional buses, then the damage is self-inflicted and the carrier’s responsibility will lapse in whole or in part.

You are entitled to compensation equal to your replacement cost and, if you incur expenses for temporary equipment, the carrier is also responsible for covering these costs. Furthermore, there are rules concerning compensation for injury to persons and/or damage to goods pursuant to the provisions of the Automobile Liability Act.

3.4The passengers' rights in the event of cancellation or delay

Where a service is cancelled or delayed in departure from the terminal for more than 120 minutes, pursuant to Article 19 of the Regulation the carrier must:

  • Continue the journey to the destination, either on the next departure or on an alternative departure – but still with the same terms and conditions.
  • Refund the ticket price and provide return transport where relevant.

This applies for bus journeys over 250 km. However, most counties have introduced a variant of the National guarantee for public transport. Read more about this here.
Read more about this here.

3.5 3.5 Duty to inform, available terms and conditions and information

According to the rules of the regulation, you are entitled to receive sufficient information about travel conditions on the website and necessary information during the entire trip. Relevant information is the price, the validity of the ticket, who the ticket applies to, and any documentation obligation. This also applies to information about planned deviations and deviations along the way. The information shall be provided on request in several different ways, for example visually and via audio. You also have the right to receive a printout of the travel conditions.

The Norwegian regulations include the right to information in a universally designed format, which can only be deviated from in exceptional circumstances. The information must be provided in a simple and understandable way. The requirements of the regulations concerning content and format are specified in more detail in Sections 7 and 8 of NS 11032.

According to the Norwegian regulations, you are also entitled to information about accessibility at terminals and stations. This applies to information about permanent and temporary barriers and challenges when boarding/disembarking, etc.

3.6 Handling of complaints

Pursuant to the provisions of the Regulation, you also have the right to lodge a complaint. You may lodge a complaint by filling in this form (in Norwegian).

You can read more about your rights on the website of the Public Transportation Complaint Handling Body.

The deadline for lodging a complaint is currently one year after you received a response from the carrier. The Public Transportation Complaint Handling Body can determine matters pertaining to your rights pursuant to the Regulation and the carrier’s terms and conditions of travel/transport regulations.