FAQ help

  • Tickets and Reservation

    Where or how can I book my ticket?
    You can book your ticket online, on the phone, in a Eurolines office or at a travel agent near you.

     

    Can I book by phone?
    Yes.with a credit card (Mastercard / Visa) you can book your ticket via our Call Center by phoning +32 (0)2 274 13 50.

     

    How & when do I receive my ticket?

    If you book online you will receive an e-ticket that you have to download and print out. If you book by phone you’ll receive your ticket on departure at the check-in in Brussels North, from others departures points you receive your ticket from the driver.We can also send the ticket to your mail that you download and print. If you buy your tickets at our Eurolines office your ticket will be handed over after payment.

     

    Can I buy a ticket from the driver?
    No. It is not possible to buy a ticket from the driver. You can buy your tickets in advance at a Eurolines shop, Internet, Call Center or if seats are available at the last minute before departure time at Eurolines Brussels North.

     

    Can I board with only my reservation number?
    No. You can only travel with a valid Eurolines ticket. When making a reservation via our internet site, you must ensure that you print the pdf e-ticket we send you by e-mail. If you can’t present your ticket at departure, you will be asked to buy a new ticket.

     

    Up until what time can I book a ticket?
    As long as seats are available,  you can book a ticket right up and until the time of departure as long as the coach has not left its point of departure. Within 24 hours up to 6 hours of the departure time, it is not possible to book via the internet, depending on the service. If this is the case, you can still book during opening hours by credit card via our Call Center or with cash, bankcard or credit card at a Eurolines shop.

     

    My ticket is lost or stolen. Can I get a duplicate?
    Duplicates will not be provided should the ticket be lost, stolen or destroyed, nor will the fare be refunded. The passenger is advised to conclude an insurrance. Tickets in form of an e-ticket may be re-printed by the customer.

     

    Do I need to reconfirm my return-journey?
    For some destinations you have to reconfirm your return journey. We advise you to reconfirm your return journey as soon as possible after arriving at your destination. For more information about reconfirming your return journey please click: Confirmation of your return journey

     

    Can I reserve a seat on the bus?
    No. We do not have numbered seats. Every passenger is free to choose his seat when they board the bus.

     

    How long is my ticket valid ?
    A promo ticket is valid for 4 weeks, and a standard ticket and open return tickets for 6 month, from the first traveldate.

     

    Can I get out of the coach at another place than the ones published in the time-schedules?
    No. Eurolines has only a license to stop at the published destinations. You cannot interupt your voyage and continue it later or on another date, even not on points of planned transshipments

     

    Can I make a reservation for a departure from abroad to Belguim?
    For some destinations, it can be done online at our site through a link that directs you to the website of our partner. When booking a departure from abroad, it is imperative that the traveler is in possession of his ticket before boarding the bus. It is the responsibility of the person who bought the ticket, to ensure that the ticket arrives at its destination on time. Following the same procedure such tickets may be purchased by telephone and in our stores. For more information, contact our callcenter +32 (0)2 274 13 50

     

    Can I reserve a ticket with a different return point as the outgoing?
    This is possible for a great number of destinations as long as these destinations are on the same line (route). You can book this in our Eurolines offices or trough our call center but not online.

     

    Can I book a ticket from a destination abroad to another destination abroad, can I book that in Belgium?
    No, that isn't possible. Visit our partner trough the website www.eurolines.eu

     

    Where can I book the return date of my open dated return ticket?
    You have to reserve your open return journey at a local Eurolines office at least 48 hrs before departure. International Service Centra.

     

  • Booking Fee

    Does Eurolines charge a booking fee and how much is it?

    Yes, Bookings fees are applicable for every reservation (one way or return): 5€ per person.

    Execptions:

    For tickets to Paris - Lille - Aachen - Köln - Düsseldorf - Duisburg - Breda - Rotterdam - Eindhoven - Den Haag  - Utrecht - Amsterdam - Luxembourg: 3€ per person

    Other destinations: 5€ per person

     

    Are the booking fees the same on the Internet, by telephone or in the offices?

    Yes,  booking fees are the same on the internet, call center of offices

     

    If I cancel my trip will the reservation fee be refunded?
    No, in cas of canceling there is no restitution of the booking fee.

     

    If I change my trip do I have to pay the reservation fee again?
    No, the reservation fee per person is applied only once but modification fees will be required and not all tickets can be modified.

     

  • Ticket types & Discounts

    Do I receive a confirmation after my reservation?
    Yes, you receive an e-mail after your reservation. This mail has a link to download your e-ticket.You have to print your e-ticket to show it at the check-in and during your trip. Without your printed ticket you won't be able to travel.

     

    When can I book the cheapest tickets?
    The number of Promo or Super Promo seats are limited and are sold on a first come first served basis. Typically - the earlier you can book the greater your chance of obtaining these great value for money fares.We offer promo tickets on many destinations, except during the highseasons and certain destinations)

     

    Do special conditions apply for the Promotion tickets?
    Yes - For information about Promotion tickets click here: Promo and Super Promo tickets

     

    Can I leave the return date open?
    Yes, but on Standard tickets only. The open dated return is valid for 6 months from the date of your outward departure. You must reserve your return journey yourself with a local Eurolines office at least 48 hours before your intended departure. Please note that a small booking fee may be levied at the local Eurolines office where you confirm your return.You not make an open return reservation on the internet.

     

    Every time I book I get a different price. How is this possible?
    Several factors are important in determining the ticket price: When you book, the day of departure / arrival, the time of departure /arrival, the period of travel (high / low season). For the busy departure days / times there generally is a supplement, which is already included in your ticket. Also the type of ticket takes part in it. Ffor many destinations applies the rule: the earlier you book, the lower the price.

     

    Are there possibilities to get an extra discount?
    There is a possibility to buy a discount card for 3 or 6 months, which will give you a 25% discount on standard fares. For mor information click here

     

    Are there any discounts according to the age of the passenger?
    Yes - Depending on the age of the passenger we offer discounts off our Standard fares only. Please click here for more information: Our price policy

     

    What is the minimun age required to travel alone with Eurolines?

    Passengers under 16 years old are not allowed to board a Eurolines coach without being accompanied by an adult.If the adult accompanying the child is not the parent(s), an authorization letter has to be signed by the parent(s) or an adult who has legal parental authority authenticated by the municipality authorizing him/her to travel.

    Passengers between 16 and 18 years old can travel alone if they have a valid and current passport but must also carry during the journey written authorization from a parent or legal guardian authenticated by the municipality authorizing him/her to travel.

     

    How many tickets for babies(until 4 years) of children (4 - 12 y) can I book
    2 children on child rate per paying adult can be reserved or 1 baby on baby rate

     

    Does Eurolines offers a round trip through Europe?
    Yes. We can offer you the Eurolines Pass, This is a special round trip ticket enabling you to visit a selection of some of Europe's finest cities. There are two levels of Eurolines Pass - 15 or 30 day validity.

    Available exclusively via our Eurolines shops, we can also offer you a Eurolines Discount Card. Two versions are available to buy - 3 or 6 months validity. These Discount Cards guarantee you 25% discount off Standard ticket fares to the majority of destinations offered by Eurolines. Click here for more information: Discount Cards

     

    What kind of possibilities do Eurolines offers for clients who frequently travel with Eurolines?
    If you travel frequently with Eurolines you can buy a Discount Card. For information about the Discount Card, click here

     

  • Online Bookings & Payment Methods

    Will I receive a confirmation by email after booking?
    Yes - You will receive an email after making your on-line booking. This email contains a link to download your e-ticket. You must download and print out this e-ticket and bring it with you to check-in.

     

    How can I pay for my ticket?

    • Online: We accept Visa / Mastercard or offer online banking payment called Bancontact/Mister Cash (online banking with a belgian bankaccount).

    • Shops: We accept cash, Bancontact or Mastercard/Visa card.

    • Call Centre: +32 2 274 13 50 you can pay by Master card, Visa card.

     

    Is it safe to book and pay through your website?
    Yes, if you use the secure connection to the site you can secure your booking  (SSL + HTTPS) and pay safely. You can verify this as the payment leg changed the website address into https and the padlock icon at the bottom of your screen 'SSL' (= secure socket layer).

     

    What company supports the online payment on www.eurolines.be and is it safe?
    Ogone Payment Services. For more information about Ogone's safe payment please click here: www.ogone.be

     

    What kind of credit cards do you accept?
    Eurolines accepts Visa and MasterCard.

     

  • Modifying & Cancelling tickets

    Is it possible to modify or cancel my ticket?
    Look at the conditions of your ticket.Click here for more information.

     

    I have booked my ticket through your Website /Call Center. How can I change/cancel my booking?

    Internet bookings and phone bookings can be modified or canceled in the callcenter 0032 2 274 13 50, if the conditions at the that time are fulfilled and if you are in possession of a credit card.

    Tickets bought abroad can only be changed if they comply with the terms of sales.

     

    I have booked my ticket in one of your shops. How can I modify my ticket?
    If you booked and received your ticket at a Eurolines shop, you will need to return to that shop to modify or cancel your booking, surrender the old ticket in exchange for a new ticket.

     

    I did not use my return journey. Is it possible to have a refund on an unused portion of a ticket?
    Partially used tickets (including Open Returns) will  not be considered for any refund.

     

    Is Eurolines responsible in case of a delay?
    Eurolines is not liable for any delays, even if these delays result in missed connections. The potential costs are borne by the passenger and shall not be reimbursed by EUROLINES.

     

  • Check-in

    How long before departure do I have to be at the coach stop/ station?
    You have to be present 30 minutes before departure, with exception of London and Paris where it 's advised to be present 1 hour before departure.

     

    Do I have to check-in before departure?
    You check in at the driver, unless there is a Eurolines office opened at the boarding point, then check in at the desk. Please note, all locations (where a check-in is placed by Eurolines and not the driver), close a quarter before departure, so make sure to be present at least 30 minutes prior to departure.

     

    How do I recognize my Eurolines coach?
    The majority of our coaches are in Eurolines livery. However on some routes the livery of the coaches may vary and there may only be a Eurolines sticker displayed in the front windscreen. Occasionally due to high demand for our services (typically holiday periods), we may put on extra services and these coaches are unlikely to be in Eurolines livery. If you are in any doubt - always ask the driver.

     

    Will there be a sign with my destination in the coach windscreen?
    Not always. Sometimes the coach that picks you up from your departure point has only the final destination displayed in the front windscreen. This is because the majority of Eurolines routes include mulitple stops and it would be impractical to display every stop in the front windscreen. Also, you may have booked a journey which requires a change of coach. In both examples, please ask the driver to confirm that his/her coach is going to the destination (or connecting destination) stated on your ticket .

     

    Where can I find information about the departure points in Belgium?
    Please click here for information about the Departure points in Belgium

     

    Where can I find information about arrival and departure points outside Belgium?
    Please click here for information about international departure points

     

  • During the journey

    How many drivers will there be on the coach?
    Eurolines strictly adheres to the EU driving and rest time regulations (561/2006). Depending on the duration of the journey, there will be one or two drivers on the coach.

     

    Will there be refreshment stops during the journey?
    Yes. Regular comfort stops are scheduled on all Eurolines services. Please listen carefully to the announcement of the driver about the duration of the stop and what time you must be back at the coach.

     

    Will there be a toilet on the coach?
    Normally, except on the Morocco lines, there is a  toilet facilitie available on the coaches used by Eurolines. A toilet in a bus is a contingency. The capacity of the chemical toilets are in fact very limited and beccause of the strict environmental laws can't be just emptied. To ensure the hygiene, we advise you therefore  to use the restroom during a the multiple breaks.

     

    Can I buy food and drinks on the coach?
    No there are no catering facilities on Eurolines coaches. You can bring your own food and soft drinks or alternatively purchase food/drinks at the regular comfort stops. To ensure the comfort of all passengers, eating, drinking alcohol or smoking onboard is strictly forbidden. Regular stops are scheduled to allow customers to eat. The coach driver has the right to refuse any passenger under the influence of alcohol who may have a disruptive influence on the enjoyment of travel of fellow passengers.  

     

    Can I reserve a seat number on the coach?
    No - We do not have numbered seating on our coaches. Passengers can choose their seats when boarding the coach.

     

    Can I smoke on the coach?
    No, it is strickly forbidden to smoke on board.

     

    Where can I find which route (transit countries follows the bus?
    You can print a copy of the timetable for your journey. Click here to search our on-line electronic timetable. It is really easy to use. Just enter your departure town and destination.

     

    Is it allowed to listen to my own music during the journey?

    The use of radios, cassette players, TV or video display devices and the use of musical instruments in the bus is not allowed. The use of iPods, MP3 players etc. is permitted only if the sound reproduction has been adjusted  that is not perceptible for other passengers.

     

    Can I change money at the border?
    Unfortunately not. There is insufficient time at border stops to exchange currencies. Eurolines advises you to arrange your foreign currency exchanges before you check-in.

     

    Where can I find travel information about such revalidated / deviant luggage info about a particular destination?
    Click here for more information: Luggage policy 

     

    What English Channel crossing do you use on the London service?
    Depending on the service chosen, your crossing of the English Channel will be by Eurotunnel or Ferry. For operational reasons (typically Force Majeure), Eurolines reserves the right to change the method of crossing the Channel at our discretion. Please ask one of our Reservation agents for more information.

     

    How to reach the center of Paris/Airport Charles de Gaulle from Galliéni ?

    The Galliéni Bus Station is located at the terminus of the subway line 3. The simplest is to take line 3 (direction Pont Levallois/Bécon), the change at ‘République’ (after 6 stations) for line 5 towards Bobigny, which leads in 3 stops to the North Station.

    For the Airport CDG:

    Subway line 3 – Direction Pont Levallois/Bécon

                    Galliéni  - République

    Subway line 5 – Direction Bobigny

                    République – Gare du Nord

    RER : Gare du Nord – CDG

     

    How to reach Brussels North from Brussels South Charleroi Airport/Brussels International Aiport?

    From Brussels South Charleroi Airport:

    There is a smooth connection from the airport to the capital. Every 30 minutes a shuttle leaves from the airport to the most important train station Brussels South (Midi).The ride lasts 1 hour. De stop is at the corner of Rue de France. From there you take the train to Brussels North. Every 7 minutes there is one and it takes 10 minutes to get there.

    More info you can find on charleroi-airport.com

    From Brussels International Airport (Zaventem):

    With the train: the airport station is below the terminal in the basement (level-1). Up to 4 trains an hour connect the airport to the train station of Brussels North. It takes approximately 20 minutes to arrive.

    With the bus: The bus station is located on level 0 beneath the arrival hall. Bus company De Lijn operates express bus services to the rail way station of Brussels north (line 471). Moreover De Lijn operates also regional services to the train station of Brussels North (line 272). The ride takes 45 minutes.

    More info you can find on brusselsairport.be

     

  • Your luggage

    What is my luggage allowance?
    Usually, the baggage allowance are two suitcases normal size (70x80x20 cm with a maximum weight of 25 kilos) and one hand luggage per person unless otherwise stated in booking, see Luggage

     

    Is it possible to transport extra luggage?
    Transport of excess luggage cannot be guaranteed. If we can take your extra luggage you will be charged an  excess fee which must be paid directly to the coach driver. The amount charged for excess luggage depends on the size and weight of the baggage.

     

    How should I transport the luggage?
    All pieces of luggage (including hand luggage) must be properly packed and labelled - indicating the passenger’s name, address, telephone number and destination. The traveller is responsible for identifying and removing his own luggage from the coach hold upon disembarkation. At most major Eurolines coach stations, baggage labels are available on request. 

     

    What is the hand luggage allowance?
    One handbag or bag of similar dimensions may be taken on the coach as hand luggage. Hand luggage must be stored in the appropriate baggage racks and may not be placed under/or on the seats or in the aisle.

     

    What is the luggage allowance for children and for babies?
    For babies and children the allowance is half the baggage for adults, unless otherwise stated.

     

    I had to pay an insurance fee for my luggage during my last journey. Is that normal?
    Yes, by several European bus companies an insurance surcharge per bag is levied. Click here for more information: Luggage

     

    Can I send unaccompanied packages by coach?
    Unfortunately it’s not possible to send unaccompanied packages by coach.

     

    Can I bring my bicycle or surfboard?
    Unfortunately it’s not possible to transport (folding) bicycles or surfboards - even if these items are packed.

     

    Can I transport a wheelchair or walking frame?
    The transport of wheelchairs or walking frames are allowed providing that we are advised at the time of booking.

     

    Can I bring my pet or sensing dog?
    In the interests of fellow passengers, the transportation of animals whether dead or alive is strictly forbidden. The only exception to this rule are certified sensing dogs for the disabled . In such cases, it is essential that the disabled passenger or their helper advises our Eurolines agent at the time of booking. Furthermore, the disabled passenger must be aware of the border crossing procedures in advance of travel. The carriage of  sensing dogs are charged at the same fare as a child.

     

    What do I do in case of damage or missing luggage?
    In the event of damage or loss of luggage during the journey, other than hand luggage, the customer must report this with the carrier( driver) and Eurolines immediately upon discovery. If the ticket was bought in Belgium, written notice must be given to the head office of Eurolines Belgium within 10 days after the discovery of the damage/ disappearance, accompanied by the remainder of the original ticket with luggage label

     

    Who is liable in case of missing / damaged luggage?
    Liability for theft, loss or damage to luggage transported in the baggage compartment is only accepted if and insofar as this has come about through intent or gross negligence by Eurolines or its appointed carriers for the journey, up to a maximum of € 150,- per ticket, with the exception of items stated in article 5.3 and providing the conditions stated in article 5.11 have been fulfilled. Click here for our full terms and conditions

     

    What are the restrictions regarding the transportation of dangerous or illegal substances?
    It is absolutely forbidden for passengers to transport Narcotic drugs, explosives, weapons, oxygen or gas canisters, perishables or dangerous caustic substances on a Eurolines coach.

     

  • Travel Documents

    Do I need to show my travel documents when I book?

    Make sure you are in possession of proper documentation (ID card, passport and visa if required, etc.). A passport is required for travel to the Uk, Ireland, Switzerland, for non-Belgian nationalities.

    If you book in one of our sales offices or travel agent, take  along your travel documents to show them to the staff. When you book by phone, keep them ready when we ask for the numbers.

     

    Do I need despite 'the open borders' in Europe, a passport/visa/residence permit to travel?

    Yes, for each border overshooting, the passenger must have the necessary travel documents. It is the responsibility of the passenger to ensure that they have all the necessary travel documents for entry into or transit through the countries on the Eurolines journey(s). If before or during the journey, a passenger is refused entry into or permission to transit through a specific country because they do not have the necessary official travel documents at their disposal, Eurolines cannot be held responsible for any resulting consequences including.

     

    Can I travel on an expired passport or identity card?
    Non, you can only travel with valid traveldocuments

     

    What is the minimun age required to travel alone with Eurolines?
    For more information about passagers younger then 18 years of age, click here

     

    Why do you need the details of my travel documents?
    Customs and immigration in certain countries across our network require details of  passenger travel documents in advance.

     

    Can I arrange a visa at the border of a country?
    No - All travel documentation must be obtained before embarking the Eurolines coach.

     

    Where can I find information regarding the transit countries?
    You can print a copy of the timetable for your journey. Click to search our on-line electronic timetable. It is really easy to use. Just enter your departure town and destination.

     

    Where can I get information regarding visas and other official travel documents?
    Please contact the individual consulate of each country that you visit or transit or contact your consulate. Please bear with any necessary visa for transit.

     

  • Travel and cancellation insurance

    Can I take out an travel Insurance through Eurolines?

    Yes, it’s possible to take out a travel- and cancellation insurance, for just € 4 you are covered during your trip. For more information see Travel insurance

     

    What is the name of Insurance company?
    Mondial Assistance

     

    Where can I find information regarding the cover overview and the General and Special conditions of the insurance?
    For more information click here

     

    I have made a booking already. Is it possible to enclose an insurance?
    Unfortunately not. The purchase of the Mondial Insurance has to be made at the same time you book your Eurolines ticket.

     

    Who should I contact in case I have a claim?
    Eurolines is not concerned with the settlement, but sends the necessary documents for further processing by the customer. If customers have questions about the handling or wish to submit a claim, they should contact themselves  Mondial Assistance.

     

    I have enclosed a travel- and cancellation insurance with you. I would like to cancel my trip. What should I do?

    Provided you meet the conditions for cancellation you can ask info@eurolines.be for a cancellation note, specifying the penalty calculated by Eurolines.

    With the cancellation note you ask Mondial Assistance for a refund for the calculated cancellation requests. The cancellation applies only before the first date stated on the ticket trip journey. The cancellation within 7 days should be reported to the travel insurance.

     

    What is the contact address of the Mondial Assistance and cancellation insurance?
    Mondial Assistance
    Rue des Hirondelles 2
    1000 Brussels
    Belgium   
    Tel.: + 32 2 290 64 11
    Fax : + 32 2 290 64 19
    E-mail: tcc@mondial-assistance.be

     

    I do not have a residence in Belgium. Am I covered if I buy the Mondial Assistance travel and cancellation cover?
    Yes, but if you do not have a Belgian health insurance, medical expenses will not be covered

     

    Does it show on my ticket that I have purchased Mondial Assistance insurance with Eurolines?
    Yes. it will show on your ticket, in the part 'trip summary and receipt'

     

  • Write to Eurolines Belgium

    I would like to write a letter about my experience when travelling with Eurolines. Who do I write to?

    Letters relating to requests for compensation, damage claims or criticism of your experience when travelling with Eurolines must be submitted by registred post  to the Eurolines head office in the country where the ticket was purchased within 30 days after the last travel date stated on the ticket.

    In the event of damage or loss of luggage during the journey, other than handluggage, the customer must report this with the carrier(driver) and at a Eurolines office immediately upon discovery. If the ticket was bought in Belgium, written notice must be sent to the Head Office of Eurolines Belgium within 10 days after the discovery of the damage or loss and must be accompanied by the remainder of the original ticket and luggage receipt. 

    In the case of tickets purchased in Belgium the address you would write to is:

    Eurolines Belgium Ltd.
    Customer Services
    Place Solvay 4
    1030 Brussels
    Belgium