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28.2.2011 Official
Journal
of
the
European
Union
L
55/1
I
(Legislative acts)
REGULATIONS
REGULATION (EU) No 181/2011 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL
of 16 February 2011
concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No
2006/2004
(Text with EEA relevance)
THE EUROPEAN PARLIAMENT AND THE COUNCIL OF THE
(3) Union
measures
to
improve
passengers’
rights
in
the
bus
EUROPEAN UNION,
and coach transport sector should take account of the
specific characteristics of this sector, which consists
largely of small- and medium-sized undertakings.
Having regard to the Treaty on the Functioning of the European
Union, and in particular Article 91(1) thereof,
(4) Passengers
and,
as
a
minimum,
persons
whom
the
Having regard to the proposal from the European Commission,
passenger had, or would have had, a legal duty to
maintain should enjoy adequate protection in the event
of accidents arising out of the use of the bus or coach,
Having regard to the opinion of the European Economic and
taking into account Directive 2009/103/EC of the
Social Committee (
European Parliament and of the Council of

1 ),
16 September 2009 relating to insurance against civil
liability in respect of the use of motor vehicles and the
After consulting the Committee of the Regions,
enforcement of the obligation to insure against such
liability ( 3 ).
Acting in accordance with the ordinary legislative procedure, in
the light of the joint text approved by the Conciliation
Committee on 24 January 2011 (
(5) In
choosing
the
national
law
applicable
to
compensation

2 ),
for death, including reasonable funeral expenses, or
personal injury as well as for loss of or damage to
luggage due to accidents arising out of the use of the
Whereas:
bus or coach, Regulation (EC) No 864/2007 of the
European Parliament and of the Council of 11 July
2007 on the law applicable to non-contractual obli
(1)
Action by the Union in the field of bus and coach
gations (Rome II) ( 4 ) and Regulation (EC) No 593/2008
transport should aim, among other things, at ensuring
of the European Parliament and of the Council of
a high level of protection for passengers, that is
17 June 2008 on the law applicable to contractual obli
comparable with other modes of transport, wherever
gations (Rome I) ( 5 ) should be taken into account.
they travel. Moreover, full account should be taken of
the requirements of consumer protection in general.
(6) Passengers
should,
in
addition
to
compensation
in
(2)
Since the bus or coach passenger is the weaker party to
accordance with applicable national law in the event of
the transport contract, all passengers should be granted a
death or personal injury or loss of or damage to luggage
minimum level of protection.
due to accidents arising out of the use of the bus or
coach, be entitled to assistance with regard to their
( 1 ) OJ C 317, 23.12.2009, p. 99.
immediate practical needs following an accident. Such
( 2 ) Position of the European Parliament of 23 April 2009 (OJ C 184 E,
assistance should include, where necessary, first aid,
8.7.2010, p. 312), position of the Council at first reading of
accommodation, food, clothes and transport.
11 March 2010 (OJ C 122 E, 11.5.2010, p. 1), position of the
European Parliament of 6 July 2010 (not yet published in the
Official Journal), decision of the Council of 31 January 2011 and
( 3 ) OJ L 263, 7.10.2009, p. 11.
legislative resolution of the European Parliament of 15 February
( 4 ) OJ L 199, 31.7.2007, p. 40.
2011 (not yet published in the Official Journal).
( 5 ) OJ L 177, 4.7.2008, p. 6.

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L 55/2
EN
Official Journal of the European Union
28.2.2011
(7) Bus
and
coach
passenger
services
should
benefit
citizens
initial qualification or periodic training as referred to in
in general. Consequently, disabled persons and persons
Directive 2003/59/EC of the European Parliament and of
with reduced mobility, whether caused by disability, age
the Council of 15 July 2003 on the initial qualification
or any other factor, should have opportunities for using
and periodic training of drivers of certain road vehicles
bus and coach services that are comparable to those of
for the carriage of goods or passengers ( 1 ). In order to
other citizens. Disabled persons and persons with
ensure coherence between the introduction of the
reduced mobility have the same rights as all other
training requirements and the time-limits set out in
citizens with regard to free movement, freedom of
that Directive, a possibility for exemption during a
choice and non-discrimination.
limited period of time should be allowed.
(8) In the light of Article 9 of the United Nations
(13) Organisations representative of disabled persons or
Convention on the Rights of Persons with Disabilities
persons with reduced mobility should be consulted or
and in order to give disabled persons and persons with
involved in preparing the content of the disability-
reduced mobility opportunities for bus and coach travel
related training.
comparable to those of other citizens, rules for non-
discrimination and assistance during their journey
should be established. Those persons should therefore
be accepted for carriage and not refused transport on
(14) Rights
of
bus
and
coach
passengers
should
include
the
the grounds of their disability or reduced mobility,
receipt of information regarding the service before and
except for reasons which are justified on the grounds
during the journey. All essential information provided to
of safety or of the design of vehicles or infrastructure.
bus and coach passengers should also be provided, upon
Within the framework of relevant legislation for the
request, in alternative formats accessible to disabled
protection of workers, disabled persons and persons
persons and persons with reduced mobility, such as
with reduced mobility should enjoy the right to
large print, plain language, Braille, electronic communi
assistance at terminals and on board vehicles. In the
cations that can be accessed with adaptive technology, or
interest of social inclusion, the persons concerned
audio tapes.
should receive the assistance free of charge. Carriers
should establish access conditions, preferably using the
European standardisation system.
(15) This
Regulation
should
not
restrict
the
rights
of
carriers
to seek compensation from any person, including third
parties, in accordance with the applicable national law.
(9) In
deciding
on
the
design
of
new
terminals,
and
as
part
of major refurbishments, terminal managing bodies
should endeavour to take into account the needs of
(16) Inconvenience
experienced
by
passengers
due
to
cancel
disabled persons and persons with reduced mobility, in
lation or significant delay of their journey should be
accordance with ‘design for all’ requirements. In any case,
reduced. To this end, passengers departing from
terminal managing bodies should designate points where
terminals should be adequately looked after and
such persons can notify their arrival and need for
informed in a way which is accessible to all passengers.
assistance.
Passengers should also be able to cancel their journey
and have their tickets reimbursed or to continue their
journey or to obtain re-routing under satisfactory
conditions. If carriers fail to provide passengers with
(10) Similarly, without prejudice to current or future legis
the necessary assistance, passengers should have the
lation on technical requirements for buses and coaches,
right to obtain financial compensation.
carriers should, where possible, take those needs into
account when deciding on the equipment of new and
newly refurbished vehicles.
(17) With the involvement of stakeholders, professional
associations and associations of customers, passengers,
disabled persons and persons with reduced mobility,
(11) Member
States
should
endeavour
to
improve
existing
carriers should cooperate in order to adopt arrangements
infrastructure where this is necessary to enable carriers
at national or European level. Such arrangements should
to ensure access for disabled persons and persons with
aim at improving the information, care and assistance
reduced mobility as well as to provide appropriate
offered to passengers whenever their travel is interrupted,
assistance.
in particular in the event of long delays or cancellation of
travel, with a particular focus on passengers with special
needs due to disability, reduced mobility, illness, elderly
age and pregnancy, and including accompanying
(12) In order to respond to the needs of disabled persons and
passengers and passengers travelling with young
persons with reduced mobility, staff should be adequately
children. National enforcement bodies should be
trained. With a view to facilitating the mutual recog
informed of those arrangements.
nition of national qualifications of drivers, disability
awareness training could be provided as a part of the
( 1 ) OJ L 226, 10.9.2003, p. 4.

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EN
28.2.2011 Official
Journal
of
the
European
Union
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(18) This
Regulation
should
not
affect
the
rights
of
passengers
of 24 October 1995 on the protection of individuals
established by Council Directive 90/314/EEC of 13 June
with regard to the processing of personal data and on
1990 on package travel, package holidays and package
the free movement of such data ( 2 ).
tours ( 1 ). This Regulation should not apply in cases where
a package tour is cancelled for reasons other than cancel
lation of the bus or coach transport service.
(27) The
enforcement
of
this
Regulation
should
be
based
on
Regulation (EC) No 2006/2004 of the European
Parliament and of the Council of 27 October 2004 on
(19) Passengers
should
be
fully
informed
of
their
rights
under
cooperation between national authorities responsible for
this Regulation, so that they can effectively exercise those
the enforcement of consumer protection law (the Regu
rights.
lation on consumer protection cooperation) ( 3 ). That
Regulation should therefore be amended accordingly.
(20) Passengers
should
be
able
to
exercise
their
rights
by
(28) This
Regulation respects the fundamental rights and
means of appropriate complaint procedures implemented
observes the principles recognised in particular by the
by carriers or, as the case may be, by submission of
Charter of Fundamental Rights of the European Union,
complaints to the body or bodies designated to that
as referred to in Article 6 of the Treaty on European
end by the relevant Member State.
Union, bearing in mind also Council Directive
2000/43/EC of 29 June 2000 implementing the
principle of equal treatment between persons irrespective
(21) Member States should ensure compliance with this Regu
of racial or ethnic origin ( 4 ) and Council Directive
lation and designate a competent body or bodies to carry
2004/113/EC of 13 December 2004 implementing the
out supervision and enforcement tasks. This does not
principle of equal treatment between men and women in
affect the rights of passengers to seek legal redress
the access to and supply of goods and services ( 5 ),
from courts under national law.
HAVE ADOPTED THIS REGULATION:
(22) Taking into account the procedures established by
Member States for the submission of complaints, a
complaint concerning assistance should preferably be
CHAPTER I
addressed to the body or bodies designated for the
GENERAL PROVISIONS
enforcement of this Regulation in the Member State
where the boarding point or alighting point is situated.
Article 1
Subject matter
(23) Member States should promote the use of public
This Regulation establishes rules for bus and coach transport as
transport and the use of integrated information and inte
regards the following:
grated tickets in order to optimise the use and interoper
ability of the various transport modes and operators.
(a) non-discrimination between passengers with regard to
transport conditions offered by carriers;
(24) Member
States
should
lay
down
penalties
applicable
to
infringements of this Regulation and ensure that those
penalties are applied. Those penalties should be effective,
(b) rights of passengers in the event of accidents arising out of
proportionate and dissuasive.
the use of the bus or coach resulting in death or personal

injury or loss of or damage to luggage;
(25) Since
the
objective
of
this
Regulation,
namely
to
ensure
(c) non-discrimination and mandatory assistance for disabled
an equivalent level of protection of and assistance to
persons and persons with reduced mobility;
passengers in bus and coach transport throughout the
Member States, cannot sufficiently be achieved by the
Member States and can therefore by reason of the scale
(d) rights of passengers in cases of cancellation or delay;
and effects of the action, be better achieved at Union
level, the Union may adopt measures, in accordance
with the principle of subsidiarity as set out in Article 5
(e) minimum information to be provided to passengers;
of the Treaty on European Union. In accordance with the
principle of proportionality as set out in that Article, this
Regulation does not go beyond what is necessary in
(f) handling of complaints;
order to achieve that objective.
(g) general rules on enforcement.
(26) This
Regulation
should
be
without
prejudice
to
Directive
95/46/EC of the European Parliament and of the Council
( 2 ) OJ L 281, 23.11.1995, p. 31.
( 3 ) OJ L 364, 9.12.2004, p. 1.
( 4 ) OJ L 180, 19.7.2000, p. 22.
( 1 ) OJ L 158, 23.6.1990, p. 59.
( 5 ) OJ L 373, 21.12.2004, p. 37.

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L 55/4
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Official Journal of the European Union
28.2.2011
Article 2
Article 3
Scope
Definitions
1. This
Regulation
shall
apply
to
passengers
travelling
with For the purposes of this Regulation, the following definitions
regular services for non-specified categories of passengers where
shall apply:
the boarding or the alighting point of the passengers is situated
in the territory of a Member State and where the scheduled
distance of the service is 250 km or more.
(a) ‘regular services’ means services which provide for the
carriage of passengers by bus or coach at specified
intervals along specified routes, passengers being picked
2. As
regards
the
services
referred
to
in
paragraph
1
but
up and set down at predetermined stopping points;
where the scheduled distance of the service is shorter than
250 km, Article 4(2), Article 9, Article 10(1), point (b) of
Article 16(1), Article 16(2), Article 17(1) and (2), and Articles
24 to 28 shall apply.
(b) ‘occasional services’ means services which do not fall within
the definition of regular services and the main characteristic
of which is the carriage by bus or coach of groups of
passengers constituted on the initiative of the customer
3. In
addition,
with
the
exception
of
Articles
9
to
16,
or the carrier himself;
Article 17(3), and Chapters IV, V and VI, this Regulation shall
apply to passengers travelling with occasional services where the
initial boarding point or the final alighting point of the
passenger is situated in the territory of a Member State.
(c) ‘transport contract’ means a contract of carriage between a
carrier and a passenger for the provision of one or more
regular or occasional services;
4.
With the exception of Article 4(2), Article 9, Article 10(1),
point (b) of Article 16(1), Article 16(2), Article 17(1) and (2),
and Articles 24 to 28, Member States may, on a transparent
(d) ‘ticket’ means a valid document or other evidence of a
and non-discriminatory basis, exempt domestic regular services
transport contract;
from the application of this Regulation. Such exemptions may
be granted as from the date of application of this Regulation for
a period no longer than 4 years, which may be renewed once.
(e) ‘carrier’ means a natural or legal person, other than a tour
operator, travel agent or ticket vendor, offering transport
by regular or occasional services to the general public;
5. For a maximum period of 4 years from the date of appli
cation of this Regulation, Member States may, on a transparent
and non-discriminatory basis, exempt from the application of
this Regulation particular regular services because a significant
(f) ‘performing carrier’ means a natural or legal person other
part of such regular services, including at least one scheduled
than the carrier, who actually performs the carriage wholly
stop, is operated outside the Union. Such exemptions may be
or partially;
renewed once.
(g) ‘ticket vendor’ means any intermediary concluding
6. Member States shall inform the Commission of
transport contracts on behalf of a carrier;
exemptions of different types of services granted pursuant to
paragraphs 4 and 5. The Commission shall take appropriate
action if such an exemption is deemed not to be in accordance
with the provisions of this Article. By 2 March 2018, the
(h) ‘travel agent’ means any intermediary acting on behalf of a
Commission shall submit to the European Parliament and the
passenger for the conclusion of transport contracts;
Council a report on exemptions granted pursuant to paragraphs
4 and 5.
(i) ‘tour operator’ means an organiser or retailer,
other than
the carrier, within the meaning of Article 2(2) and (3) of
7. Nothing
in
this
Regulation
shall
be
understood
as
Directive 90/314/EEC;
conflicting with or introducing additional requirements to
those in current legislation on technical requirements for
buses or coaches or infrastructure or equipment at bus stops
and terminals.
(j) ‘disabled person’ or ‘person with reduced mobility’ means
any person whose mobility when using transport is
reduced as a result of any physical disability (sensory or
locomotory, permanent or temporary), intellectual disability
8. This
Regulation
shall
not
affect
the
rights
of
passengers
or impairment, or any other cause of disability, or as a
under Directive 90/314/EEC and shall not apply in case where a
result of age, and whose situation needs appropriate
package tour referred to in that Directive is cancelled for
attention and adaptation to his particular needs of the
reasons other than cancellation of a regular service.
services made available to all passengers;

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(k) ‘access conditions’ means relevant standards, guidelines and
Article 6
information on the accessibility of buses and/or of
designated terminals including their facilities for disabled
Exclusion of waiver
persons or persons with reduced mobility;
1.
Obligations to passengers pursuant to this Regulation shall
not be limited or waived, in particular by a derogation or
restrictive clause in the transport contract.
(l) ‘reservation’ means a booking of a seat on board a bus or
coach for a regular service at a specific departure time;
2. Carriers
may
offer
contract
conditions
that
are
more
(m) ‘terminal’ means a staffed terminal where according to the
favourable for the passenger than the conditions laid down in
specified route a regular service is scheduled to stop for
this Regulation.
passengers to board or alight, equipped with facilities such
as a check-in counter, waiting room or ticket office;
CHAPTER II
(n) ‘bus stop’ means any point other than a terminal where
COMPENSATION AND ASSISTANCE IN THE EVENT OF
according to the specified route a regular service is
ACCIDENTS
scheduled to stop for passengers to board or alight;
Article 7
Death or personal injury to passengers and loss of or
(o) ‘terminal managing body’ means an organisational entity in
damage to luggage
a Member State responsible for the management of a
designated terminal;
1. Passengers
shall,
in
accordance
with
applicable
national
law, be entitled to compensation for death, including reasonable
funeral expenses, or personal injury as well as to loss of or
(p) ‘cancellation’ means the non-operation of a regular service
damage to luggage due to accidents arising out of the use of
which was previously scheduled;
the bus or coach. In case of death of a passenger, this right shall
as a minimum apply to persons whom the passenger had, or
would have had, a legal duty to maintain.
(q) ‘delay’ means a difference between the time the regular
service was scheduled to depart in accordance with the
published timetable and the time of its actual departure.
2. The
amount
of
compensation
shall
be
calculated
in
accordance with applicable national law. Any maximum limit
provided by national law to the compensation for death and
Article 4
personal injury or loss of or damage to luggage shall on each
Tickets and non-discriminatory contract conditions
distinct occasion not be less than:
1. Carriers
shall
issue
a
ticket
to
the
passenger,
unless
other
documents give entitlement to transport. A ticket may be issued
(a) EUR 220 000 per passenger;
in an electronic format.
2. Without
prejudice
to
social
tariffs,
the
contract
conditions (b) EUR 1 200 per item of luggage. In the event of damage to
and tariffs applied by carriers shall be offered to the general
wheelchairs, other mobility equipment or assistive devices
public without any direct or indirect discrimination based on
the amount of compensation shall always be equal to the
the nationality of the final customer or on the place of estab
cost of replacement or repair of the equipment lost or
lishment of the carriers, or ticket vendors within the Union.
damaged.
Article 5
Article 8
Other performing parties
Immediate practical needs of passengers
1. If the performance of the obligations under this Regu
lation has been entrusted to a performing carrier, ticket
In the event of an accident arising out of the use of the bus or
vendor or any other person, the carrier, travel agent, tour
coach, the carrier shall provide reasonable and proportionate
operator or terminal managing body, who has entrusted such
assistance with regard to the passengers’ immediate practical
obligations, shall nevertheless be liable for the acts and
needs following the accident. Such assistance shall include,
omissions of that performing party.
where necessary, accommodation, food, clothes, transport and
the facilitation of first aid. Any assistance provided shall not
constitute recognition of liability.
2. In addition, the party to whom the performance of an
obligation has been entrusted by the carrier, travel agent, tour
operator or terminal managing body shall be subject to the
For each passenger, the carrier may limit the total cost of
provisions of this Regulation with regard to the obligation
accommodation to EUR 80 per night and for a maximum of
entrusted.
2 nights.

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L 55/6
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Official Journal of the European Union
28.2.2011
CHAPTER III
The right to reimbursement of the money paid for the ticket
shall not be affected by the failure to notify in accordance with
RIGHTS OF DISABLED PERSONS AND PERSONS WITH
point (a) of Article 14(1).
REDUCED MOBILITY
Article 9
Right to transport
4. If
a
carrier,
travel
agent
or
tour
operator
refuses
to
accept
1. Carriers,
travel
agents
and
tour
operators
shall
not
refuse a reservation from, to issue or otherwise provide a ticket to, or
to accept a reservation from, to issue or otherwise provide a
to take on board, a person on the grounds of disability or of
ticket to, or to take on board, a person on the grounds of
reduced mobility for the reasons set out in paragraph 1, that
disability or of reduced mobility.
person may request to be accompanied by another person of
his own choosing who is capable of providing the assistance
required by the disabled person or person with reduced mobility
in order that the reasons set out in paragraph 1 no longer
2. Reservations
and
tickets
shall
be
offered
to
disabled apply.
persons and persons with reduced mobility at no additional
cost.
Such an accompanying person shall be transported free of
Article 10
charge and, where feasible, seated next to the disabled person
Exceptions and special conditions
or person with reduced mobility.
1. Notwithstanding
Article
9(1),
carriers,
travel
agents
and
tour operators may refuse to accept a reservation from, to
issue or otherwise provide a ticket to, or to take on board, a
5. When
carriers,
travel
agents
or
tour
operators
have
person on the grounds of disability or of reduced mobility:
recourse to paragraph 1, they shall immediately inform the
disabled person or person with reduced mobility of the
reasons therefor, and, upon request, inform the person in
(a) in order to meet applicable safety requirements established
question in writing within 5 working days of the request.
by international, Union or national law, or in order to meet
health and safety requirements established by the competent
authorities;
Article 11
Accessibility and information
(b) where the design of the vehicle or the infrastructure,
including bus stops and terminals, makes it physically
1. In cooperation
with organisations representative
of
impossible to take on board, alight or carry the disabled
disabled persons or persons with reduced mobility, carriers
person or person with reduced mobility in a safe and oper
and terminal managing bodies shall, where appropriate
ationally feasible manner.
through their organisations, establish, or have in place, non-
discriminatory access conditions for the transport of disabled
persons and persons with reduced mobility.
2. In the event of a refusal to accept a reservation or to issue
or otherwise provide a ticket on the grounds referred to in
paragraph 1, carriers, travel agents and tour operators shall
inform the person concerned about any acceptable alternative
2. The
access
conditions
provided
for
in
paragraph
1,
service operated by the carrier.
including the text of international, Union or national laws
establishing the safety requirements, on which these non-
discriminatory access conditions are based, shall be made
publicly available by carriers and terminal managing bodies
3. If
a
disabled
person
or
a
person
with
reduced
mobility, physically or on the Internet, in accessible formats on request,
who holds a reservation or has a ticket and has complied with
in the same languages as those in which information is
the requirements of point (a) of Article 14(1), is nonetheless
generally made available to all passengers. When providing
refused permission to board on the grounds of his disability or
this information particular attention shall be paid to the
reduced mobility, that person and any accompanying person
needs of disabled persons and persons with reduced mobility.
pursuant to paragraph 4 of this Article shall be offered the
choice between:
3. Tour
operators
shall
make
available
the
access
conditions
(a) the right to reimbursement, and where relevant a return
provided for in paragraph 1 which apply to journeys included
service free of charge to the first point of departure, as
in package travel, package holidays and package tours which
set out in the transport contract, at the earliest opportunity;
they organise, sell or offer for sale.
and
(b) except where not feasible, continuation of the journey or re-
4. The
information
on
access
conditions
referred
to
in
routing by reasonable alternative transport services to the
paragraphs 2 and 3 shall be physically distributed at the
place of destination set out in the transport contract.
request of the passenger.

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5. Carriers, travel agents and tour operators shall ensure that
2. In
addition
to
paragraph
1,
disabled
persons
or
persons
all relevant general information concerning the journey and the
with reduced mobility shall notify the carrier, travel agent or
conditions of carriage is available in appropriate and accessible
tour operator at the time of reservation or advance purchase of
formats for disabled persons and persons with reduced mobility
the ticket of their specific seating needs, provided that the need
including, where applicable, online booking and information.
is known at that time.
The information shall be physically distributed at the request
of the passenger.
3. Carriers,
terminal
managing
bodies,
travel
agents
and
tour
operators shall take all measures necessary to facilitate the
Article 12
receipt of notifications of the need for assistance made by
disabled persons or persons with reduced mobility. This obli
Designation of terminals
gation shall apply at all designated terminals and their points of
sale including sale by telephone and via the Internet.
Member States shall designate bus and coach terminals where
assistance for disabled persons and persons with reduced
mobility shall be provided. Member States shall inform the
4. If
no
notification
is
made
in
accordance
with
point
(a)
of
Commission thereof. The Commission shall make available a
paragraph 1 and paragraph 2, carriers, terminal managing
list of the designated bus and coach terminals on the Internet.
bodies, travel agents and tour operators shall make every
reasonable effort to ensure that the assistance is provided in
such a way that the disabled person or person with reduced
Article 13
mobility is able to board the departing service, to change to the
Right to assistance at designated terminals and on board
corresponding service or to alight from the arriving service for
buses and coaches
which he has purchased a ticket.
1. Subject to the access conditions provided for in
Article 11(1), carriers and terminal managing bodies shall,
5. The
terminal
managing
body
shall
designate
a
point
inside
within their respective areas of competence, at terminals
or outside the terminal at which disabled persons or persons
designated by Member States, provide assistance free of charge
with reduced mobility can announce their arrival and request
to disabled persons and persons with reduced mobility, at least
assistance. The point shall be clearly signposted and shall offer
to the extent specified in part (a) of Annex I.
basic information about the terminal and assistance provided, in
accessible formats.
2. Subject to the access conditions provided for in
Article 11(1), carriers shall, on board buses and coaches,
Article 15
provide assistance free of charge to disabled persons and
Transmission of information to a third party
persons with reduced mobility, at least to the extent specified
in part (b) of Annex I.
If travel agents or tour operators receive a notification referred
to in point (a) of Article 14(1) they shall, within their normal
office hours, transfer the information to the carrier or terminal
managing body as soon as possible.
Article 14
Conditions under which assistance is provided
Article 16
1. Carriers
and
terminal
managing
bodies
shall
cooperate
in
order to provide assistance to disabled persons and persons
Training
with reduced mobility on condition that:
1. Carriers
and,
where
appropriate,
terminal
managing
bodies
shall establish disability-related training procedures, including
instructions, and ensure that:
(a) the person’s need for such assistance is notified to carriers,
terminal managing bodies, travel agents or tour operators at
the latest 36 hours before the assistance is needed; and
(a) their personnel, other than drivers, including those
employed by any other performing party, providing direct
assistance to disabled persons and persons with reduced
(b) the persons concerned present themselves at the designated
mobility are trained or instructed as described in parts (a)
point:
and (b) of Annex II; and
(b) their personnel, including drivers, who deal directly with the
(i) at the time stipulated in advance by the carrier which
travelling public or with issues related to the travelling
shall be no more than 60 minutes before the published
public, are trained or instructed as described in part (a) of
departure time, unless a shorter period is agreed
Annex II.
between the carrier and the passenger; or
2. A
Member
State
may
for
a
maximum
period
of
5
years
(ii) if no time is stipulated, no later than 30 minutes before
from 1 March 2013 grant an exemption from the application of
the published departure time.
point (b) of paragraph 1 with regard to training of drivers.

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L 55/8
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Official Journal of the European Union
28.2.2011
Article 17
point of departure, as set out in the transport contract, at
the earliest opportunity.
Compensation in respect of wheelchairs and other mobility
equipment
1. Carriers
and
terminal
managing
bodies
shall
be
liable 2. If the carrier fails to offer the passenger the choice referred
where they have caused loss of or damage to wheelchairs,
to in paragraph 1, the passenger shall have the right to compen
other mobility equipment or assistive devices. The loss or
sation amounting to 50 % of the ticket price, in addition to the
damage shall be compensated by the carrier or terminal
reimbursement referred to in point (b) of paragraph 1. This sum
managing body liable for that loss or damage.
shall be paid by the carrier within 1 month after the submission
of the request for compensation.
2. The
compensation
referred
to
in
paragraph
1
shall
be
equal to the cost of replacement or repair of the equipment
3. Where the bus or coach becomes inoperable during the
or devices lost or damaged.
journey, the carrier shall provide either the continuation of the
service with another vehicle from the location of the inoperable
vehicle, or transport from the location of the inoperable vehicle
3. Where
necessary,
every
effort
shall
be
undertaken
to to a suitable waiting point or terminal from where continuation
rapidly provide temporary replacement equipment or devices.
of the journey becomes possible.
The wheelchairs, other mobility equipment or assistive devices
shall, where possible, have technical and functional features
similar to those lost or damaged.
4. Where
a
regular
service
is
cancelled
or
delayed
in
departure from a bus stop for more than 120 minutes,
passengers shall have the right to the continuation or re-
Article 18
routing or reimbursement of the ticket price from the carrier,
as referred to in paragraph 1.
Exemptions
1. Without
prejudice
to
Article
2(2),
Member
States
may
exempt domestic regular services from the application of all
5. The
payment
of
reimbursement
provided
for
in
point
(b)
or some of the provisions of this Chapter, provided that they
of paragraph 1 and paragraph 4 shall be made within 14 days
ensure that the level of protection of disabled persons and
after the offer has been made or request has been received. The
persons with reduced mobility under their national rules is at
payment shall cover the full cost of the ticket at the price at
least the same as under this Regulation.
which it was purchased, for the part or parts of the journey not
made, and for the part or parts already made if the journey no
longer serves any purpose in relation to the passenger’s original
travel plan. In case of travel passes or season tickets the
2. Member States shall inform the Commission of payment shall be equal to its proportional part of the full
exemptions granted pursuant to paragraph 1. The Commission
cost of the pass or ticket. The reimbursement shall be paid in
shall take appropriate action if such an exemption is deemed
money, unless the passenger accepts another form of reim
not to be in accordance with the provisions of this Article. By
bursement.
2 March 2018, the Commission shall submit to the European
Parliament and the Council a report on exemptions granted
pursuant to paragraph 1.
Article 20
Information
CHAPTER IV
1. In the event of cancellation or delay in departure of a
PASSENGER RIGHTS IN THE EVENT OF CANCELLATION OR
regular service, passengers departing from terminals shall be
DELAY
informed by the carrier or, where appropriate, the terminal
managing body, of the situation as soon as possible and in
Article 19
any event no later than 30 minutes after the scheduled
Continuation, re-routing and reimbursement
departure time, and of the estimated departure time as soon
as this information is available.
1. Where
a
carrier
reasonably
expects
a
regular
service
to
be
cancelled or delayed in departure from a terminal for more than
120 minutes or in the case of overbooking, the passenger shall
2. If passengers miss, according to the timetable, a
immediately be offered the choice between:
connecting service due to a cancellation or delay, the carrier
or, where appropriate, the terminal managing body, shall make
reasonable efforts to inform the passengers concerned of alter
(a) continuation or re-routing to the final destination, at no
native connections.
additional cost and under comparable conditions, as set
out in the transport contract, at the earliest opportunity;
3. The
carrier
or,
where
appropriate,
the
terminal
managing
body, shall ensure that disabled persons and persons with
(b) reimbursement of the ticket price, and, where relevant, a
reduced mobility receive the information required under
return service by bus or coach free of charge to the first
paragraphs 1 and 2 in accessible formats.

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EN
28.2.2011 Official
Journal
of
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European
Union
L
55/9
4. Where
feasible,
the
information
required
under
paragraphs adequate information throughout their travel. Where feasible,
1 and 2 shall be provided by electronic means to all passengers,
this information shall be provided in accessible formats upon
including those departing from bus stops, within the time-limit
request.
stipulated in paragraph 1, if the passenger has requested this
and has provided the necessary contact details to the carrier.
Article 25
Article 21
Information on passenger rights
Assistance in case of cancelled or delayed departures
1. Carriers
and
terminal
managing
bodies
shall,
within
their
For a journey of a scheduled duration of more than 3 hours the
respective areas of competence, ensure that passengers are
carrier shall, in case of cancellation or delay in departure from a
provided with appropriate and comprehensible information
terminal of more than 90 minutes, offer the passenger free of
regarding their rights under this Regulation at the latest on
charge:
departure. This information shall be provided at terminals and
where applicable, on the Internet. At the request of a disabled
person or person with reduced mobility the information shall
(a) snacks, meals or refreshments in reasonable relation to the
be provided, where feasible, in an accessible format. This
waiting time or delay, provided they are available on the bus
information shall include contact details of the enforcement
or in the terminal, or can reasonably be supplied;
body or bodies designated by the Member State pursuant to
Article 28(1).
(b) a hotel room or other accommodation as well as assistance
to arrange transport between the terminal and the place of
2. In
order
to
comply
with
the
information
requirement
accommodation in cases where a stay of 1 or more nights
referred to in paragraph 1, carriers and terminal managing
becomes necessary. For each passenger, the carrier may limit
bodies may use a summary of the provisions of this Regulation
the total cost of accommodation, not including transport to
prepared by the Commission in all the official languages of the
and from the terminal and place of accommodation, to EUR
institutions of the European Union and made available to them.
80 per night and for a maximum of 2 nights.
In applying this Article the carrier shall pay particular attention
Article 26
to the needs of disabled persons and persons with reduced
Complaints
mobility and any accompanying persons.
Carriers shall set up or have in place a complaint handling
mechanism for the rights and obligations set out in this Regu
Article 22
lation.
Further claims
Nothing in this Chapter shall preclude passengers from seeking
Article 27
damages in accordance with national law before national courts
in respect of loss resulting from cancellation or delay of regular
Submission of complaints
services.
Without prejudice to claims for compensation in accordance
with Article 7, if a passenger covered by this Regulation
Article 23
wants to make a complaint to the carrier, he shall submit it
within 3 months from the date on which the regular service
Exemptions
was performed or when a regular service should have been
performed. Within 1 month of receiving the complaint, the
1. Articles 19 and 21 shall not apply to passengers with
carrier shall give notice to the passenger that his complaint
open tickets as long as the time of departure is not specified,
has been substantiated, rejected or is still being considered.
except for passengers holding a travel pass or a season ticket.
The time taken to provide the final reply shall not be longer
than 3 months from the receipt of the complaint.
2. Point
(b)
of
Article
21
shall
not
apply
where
the
carrier
proves that the cancellation or delay is caused by severe weather
conditions or major natural disasters endangering the safe
CHAPTER VI
operation of bus or coach services.
ENFORCEMENT AND NATIONAL ENFORCEMENT BODIES
Article 28
CHAPTER V
National enforcement bodies
GENERAL RULES ON INFORMATION AND COMPLAINTS
1. Each
Member
State
shall
designate
a
new
or
existing
body
Article 24
or bodies responsible for the enforcement of this Regulation as
Right to travel information
regards regular services from points situated on its territory and
regular services from a third country to such points. Each body
Carriers and terminal managing bodies shall, within their
shall take the measures necessary to ensure compliance with
respective areas of competence, provide passengers with
this Regulation.

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L 55/10
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Official Journal of the European Union
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Each body shall, in its organisation, funding decisions, legal
all the measures necessary to ensure that they are implemented.
structure and decision making, be independent of carriers,
The penalties provided for shall be effective, proportionate and
tour operators and terminal managing bodies.
dissuasive. Member States shall notify those rules and measures
to the Commission by 1 March 2013 and shall notify it without
delay of any subsequent amendment affecting them.
2. Member
States
shall
inform
the
Commission
of
the
body
or bodies designated in accordance with this Article.
CHAPTER VII
3. Any
passenger
may
submit
a
complaint,
in
accordance
with national law, to the appropriate body designated under
FINAL PROVISIONS
paragraph 1, or to any other appropriate body designated by
Article 32
a Member State, about an alleged infringement of this Regu
lation.
Report
The Commission shall report to the European Parliament and
A Member State may decide that the passenger as a first step
the Council by 2 March 2016 on the operation and effects of
shall submit a complaint to the carrier in which case the
this Regulation. The report shall be accompanied, where
national enforcement body or any other appropriate body
necessary, by legislative proposals implementing in further
designated by the Member State shall act as an appeal body
detail the provisions of this Regulation, or amending it.
for complaints not resolved under Article 27.
Article 33
Article 29
Amendment to Regulation (EC) No 2006/2004
Report on enforcement
In the Annex to Regulation (EC) No 2006/2004 the following
By 1 June 2015 and every 2 years thereafter, the enforcement
point is added:
bodies designated pursuant to Article 28(1) shall publish a
report on their activity in the previous 2 calendar years,
containing in particular a description of actions taken in
‘19. Regulation (EU) No 181/2011 of the European
order to implement this Regulation and statistics on complaints
Parliament and of the Council of 16 February 2011
and sanctions applied.
on the rights of passengers in bus and coach
transport (*).
Article 30
___________
(*) OJ L 55, 28.2.2011, p. 1’.
Cooperation between enforcement bodies
National enforcement bodies as referred to in Article 28(1)
shall, whenever appropriate, exchange information on their
work and decision-making principles and practices. The
Article 34
Commission shall support them in this task.
Entry into force
Article 31
This Regulation shall enter into force on the 20th day following
its publication in the Official Journal of the European Union.
Penalties
Member States shall lay down rules on penalties applicable to
infringements of the provisions of this Regulation and shall take
It shall apply from 1 March 2013.
This Regulation shall be binding in its entirety and directly applicable in all Member States.
Done at Strasbourg, 16 February 2011.
For the European Parliament
For the Council
The President
The President
J. BUZEK
MARTONYI J.

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EN
28.2.2011 Official
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European
Union L
55/11
ANNEX I
ASSISTANCE PROVIDED TO DISABLED PERSONS AND PERSONS WITH REDUCED MOBILITY
(a) Assistance at designated terminals
Assistance and arrangements necessary to enable disabled persons and persons with reduced mobility to:
— communicate their arrival at the terminal and their request for assistance at designated points,
— move from the designated point to the check-in counter, waiting room and embarkation area,
— board the vehicle, with the provision of lifts, wheelchairs or other assistance needed, as appropriate,
— load their luggage,
— retrieve their luggage,
— alight from the vehicle,
— carry a recognised assistance dog on board a bus or coach,
— proceed to the seat;
(b) Assistance on board
Assistance and arrangements necessary to enable disabled persons and persons with reduced mobility to:
— be provided with essential information on a journey in accessible formats subject to request made by the
passenger,
— board/alight during pauses in a journey, if there are personnel other than the driver on board.

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L 55/12
EN
Official Journal of the European Union
28.2.2011
ANNEX II
DISABILITY-RELATED TRAINING
(a) Disability-awareness training
Training of staff that deal directly with the travelling public includes:
— awareness of and appropriate responses to passengers with physical, sensory (hearing and visual), hidden or
learning disabilities, including how to distinguish between the different abilities of persons whose mobility,
orientation, or communication may be reduced,
— barriers faced by disabled persons and persons with reduced mobility, including attitudinal, environmental/physical
and organisational barriers,
— recognised assistance dogs, including the role and the needs of an assistance dog,
— dealing with unexpected occurrences,
— interpersonal skills and methods of communication with deaf people and people with hearing impairments, people
with visual impairments, people with speech impairments, and people with a learning disability,
— how to handle wheelchairs and other mobility aids carefully so as to avoid damage (if any, for all staff who are
responsible for luggage handling);
(b) Disability-assistance training
Training of staff directly assisting disabled persons and persons with reduced mobility includes:
— how to help wheelchair users make transfers into and out of a wheelchair,
— skills for providing assistance to disabled persons and persons with reduced mobility travelling with a recognised
assistance dog, including the role and the needs of those dogs,
— techniques for escorting visually impaired passengers and for the handling and carriage of recognised assistance
dogs,
— an understanding of the types of equipment which can assist disabled persons and persons with reduced mobility
and a knowledge of how to handle such an equipment,
— the use of boarding and alighting assistance equipment used and knowledge of the appropriate boarding and
alighting assistance procedures that safeguard the safety and dignity of disabled persons and persons with reduced
mobility,
— understanding of the need for reliable and professional assistance. Also awareness of the potential of certain
disabled passengers to experience feelings of vulnerability during travel because of their dependence on the
assistance provided,
— a knowledge of first aid.

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