The Regulation (EU) No 181/2011 concerns, in particular, bus and coach transport of more than 250 km when the boarding or the alighting point is situated in a Member State of the European Union.
In case of a cancellation, an overbooking or a delay of 120 minutes or more, the passenger can choose between a re-routing to the final destination or a reimbursement. If the carrier fails to offer this choice, passengers have the right to a compensation of 50% of the ticket price.
When the travel is cancelled or delayed by more than 90 minutes in case of a journey of more than 3 hours, passengers are entitled to have drinks and snacks. Furthermore accommodation has to be offered, except in case the cancellation is due to severe weather conditions and major natural disasters.
The Regulation on coach and bus passenger rights specifically allows free assistance for disabled persons and persons with reduced mobility on board and at bus stations. If necessary, the transport is free for persons providing assistance to disabled persons and persons with reduced mobility.
In accordance with the Regulation, for all travels (including those below 250 km), passengers have the right to use a complaint handling mechanism established by carriers. Furthermore, an independent national body (NEB – National Enforcement Body) is situated in each EU Member State to enforce the regulation and, if necessary, to impose penalties. In Luxembourg, the National Enforcement Body is the Ministry of Consumer Protection (email@example.com)