Lux Express terms and conditions
TERMS OF TICKET SALES, PASSENGER AND LUGGAGE TRANSPORTATION
TICKET SALE RULES
1.1. By purchasing and booking passenger carriage services (hereinafter, “Travel ticket“) the Customer (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“ or „Trip“) with a provider of carriage services AS LUX EXPRESS ESTONIA, EESTI BUSS OÜ, SIA LUX EXPRESS LATVIA, UAB LUX EXPRESS LITHUANIA, ZAO „EVROLAINS“ (ЗАО ЕВРОЛАЙНС), LUX EXPRESS POLSKA SP.Z O.O, LUX EXPRESS FINLAND OY (hereinafter, “Lux Express Group“ or “Carrier“).
1.2. Original Travel ticket is an original contract concluded between the Passenger and the Carrier before any amendments to Travel ticket.
1.3. Original day of commencement of the Journey is the day agreed between the Passenger and the Carrier and shown on the Original Travel ticket.
1.4. Authorized distributor (hereinafter, “Agent“) - legal entity or a self-employed person who is authorized by the Carrier to sell, change and return the tickets according to Lux Express Group's existing ticket sale rules.
2. TRAVEL TICKETS
2.1. Travel ticket gives the Passenger the right to use the mean of transportation as well as products and services associated with it only on a Journey marked on the Travel ticket and according to the agreed conditions.
2.2. Passenger has to certify the right to travel during boarding. For the purpose the Passenger has to present:
2.2.1. on Estonian internal lines:
184.108.40.206. a valid travel document or ID document, if the Passenger´s name was entered in a Travel ticket during purchase process;
220.127.116.11. a valid printed out or online Travel ticket;
18.104.22.168. PINS card, if the Travel ticket was bought with PINS card.
2.2.2. on international Lux Express and Simple Express routes:
22.214.171.124. a valid travel document (passport or ID card).
2.3. The Passenger has to certify the right for chosen discount, if the Travel ticket has been bought by discounted price. Otherwise the price difference between full price and discounted price has to be paid.
2.4. The PINS card applies only to a cardholder and the Carrier has the right to check cardholder´s identity. If the misuse of the PINS Card is discovered, then the Member has to pay the difference between the full price and the discounted price and no PINS and Trips will be credited for the trip.
2.5. On international and Polish internal routes only individual Travel tickets are allowed and can only be used by the person named on it.
2.6. By paying for the Travel ticket, Passenger also confirms that he has read and understood Carrier’s rules for ticket sale, carriage of passengers and luggage, which are available at all Lux Express Group´s customer service offices (listed in section 4.3.1.), at all sales representatives’ offices of Agents, on homepage www.luxexpress.eu and in sales system while confirming the Travel ticket purchase.
2.7. Lux Express Group is selling its partners Travel tickets based on current ticket sale rules and in this case acts as an Agent itself.
3. GENERAL TERMS AND CONDITIONS OF TRAVEL TICKET SALE
3.1. Travel ticket can be bought:
3.1.1. via the Internet on www.luxexpress.eu;
3.1.2. at Lux Express Group customer service offices (listed in section 4.3.1.), additional service fee may be applied;
3.1.3. from an Agent, where Agent’s service fees may be added to the Travel ticket fare;
3.1.4. Travel ticket can also be purchased immediately before the departure from the coach driver in case of free seats are available on the given coach, except on the route Vilnius-Warsaw and Warsaw-Vilnius, on the territory of the Russian Federation and from the coaches with Russian number plates. The ticket prices available from the coach may be higher than the ticket prices from internet or in the customer service office;
3.1.5. by calling Lux Express Group customer support using credit card details.
3.2. PINS VIP customers can buy Travel tickets from Lux Express Group customer service offices without a service fee.
3.3. When buying a Travel ticket in the Internet it is possible to pay using an Internet bank or a credit card depending on a country. Full fare must be paid for the Travel ticket.
3.4. When buying Travel ticket from a coach driver (exceptions listed in section 3.1.4.) it is possible to pay in cash in local currency or in euros and with a payment card on coaches with special marking. If the Passenger pays in cash, the Carrier does not accept larger bank notes than 50 euros or the equivalent of this amount in other foreign currency according to the official exchange rate due to security reasons.
3.5. When buying Travel ticket the Passenger must submit on the request of the Carrier following minimum required information to Carrier: Passenger’s first and last name, phone number, email address, desired date of travel, place of departure and destination, as well as departure time. If the Passenger is buying Travel ticket to the Journey, during which the border of Russian Federation will be crossed, the Passenger must submit following additional data: birthdate, citizenship, gender, patronymic, document type and number. The data is required according to the Russian Federation’s Federal Law № 16 "On Transport Security".
3.6. Immediately upon receiving the Travel ticket the Passenger must check the data on the Travel ticket including dates and times of departure and arrival, route, the accuracy of the number of the passengers and the fare paid for the Travel ticket. Complaints regarding Travel ticket data and validity of cash transactions that are issued later will be not satisfied.
3.7. Carrier reserves the right to introduce:
3.7.1. additional concessions and discounts on the price of the service for Passengers who belong to certain groups (for example young people, minors, elderly, etc);
126.96.36.199. On Lux Express international routes following discounts are valid: -80% for children up to 7 y. (incl.), -40% for children to 16 y. (incl.), -10% for youth up to 26 y. (incl.), -10% for seniors above 60 y. (60 incl.). Given discounts do not apply to Lux Express Lounge seats on routes Tallinn-Riga, Riga-Tallinn, Riga-Vilnius, Vilnius-Riga, Tallinn-St. Petersburg, St. Petersburg-Tallinn.
188.8.131.52. on Estonian internal lines following discounts are valid: -100% for children up to 7 years (incl.), -40% for children up to 16 years (incl), -40% for seniors above 60 years (incl.),-100% for a person having a profound or severe visual disability and a person accompanying a person having a profound or severe visual disability, -40% for pet ticket. Youth discount up to 26 years (incl.) varies on different routes. Discounts do not apply to presales tickets to Lux Express Lounge seats on route Tallinn-Tartu and Tartu-Tallinn. While buying a Travel ticket from a bus driver for Lux Express Lounge seats following discounts are available: -100% for children up to 7 y (incl.), -100% for a person having a profound or severe visual disability and a person accompanying a person having a profound or severe visual disability.
3.7.2. different price lists for Travel tickets sold on the Internet, at customer service offices and/or in the coach.
4. AMENDMENTS TO TRAVEL TICKET
4.1. On international routes Travel ticket amendments are possible until the departure in cases when the Route of the Journey and the Carrier are not changed as a result of desired amendments. Following amendments in the Travel ticket are possible:
4.1.1. Date and time of the Journey;
4.1.2. Name and surname of the Passenger.
4.2. On Estonian internal routes it is not possible to make any amendments in the Travel tickets. In case of such need the Original travel ticket is returned (see section 5) in accordance with the effective ticket sale rules and the new Travel ticket is sold to the Passenger.
4.3. Amendments of date, time and name can be made at:
4.3.1. customer service offices of Lux Express Group:
184.108.40.206. in Estonia: AS Lux Express Estonia, Tallinn, Lastekodu 46, E-mail: firstname.lastname@example.org;
220.127.116.11. in Latvia: SIA Lux Express Latvia, Riga, Pragas iela 1, E-mail: email@example.com;
18.104.22.168. in Lithuania: UAB Lux Express Lithuania, Vilnius, Sodai 22, E-mail: firstname.lastname@example.org; Vilnius, Saltoniškių g. 9 (Panorama shopping mall), E-mail: email@example.com;
22.214.171.124. in Russia: ЗАО ЕВРОЛАЙНС, St. Petersburg, Mitrofanjevskoe Shosse 2-1, E-mail: firstname.lastname@example.org.
4.3.2 via Lux Express Group customer service phone.
4.3.3. at authorized Agent’s office only in case the Travel ticket was bought at the same place.
4.4. When amending Travel tickets at customer service offices or with help of customer service phone of Lux Express Group the first time the change of date and time of the Journey can be made without the service fee. For any following changes the service fee will apply.
4.5. When amending Travel ticket at Agent’s office additional service fees can apply.
4.6. PINS VIP customer can change the Travel ticket until the departure without a service fee. In case the new Travel ticket is more expensive the price difference has to be paid.
4.7. The owner of Travel ticket can make amendments to his Travel ticket at customer service offices of Lux Express Group on the basis of an ID; via customer support phone and e-mail on the basis of the Travel ticket number or purchase basket code and Passenger name.
4.8. Amendments to Travel ticket are considered as issuing a new Travel ticket and the ticket is not considered as Original Travel ticket anymore. When amending the Travel ticket the Passenger must pay the difference between fares of the original and new Travel ticket, if the new Travel ticket is more expensive by the prices available in the Lux Express sales system at the moment of amendment.
4.9. If the fare of the new Travel ticket desired by Passenger is lower than the fare of the original Travel ticket the price difference is not reimbursed to the Passenger.
4.10. In case Passenger wishes to make any other amendments than mentioned in section 4.1. the new Travel ticket has to be purchased.
4.11. Amended Travel tickets are not refundable.
5. TRAVEL TICKET REFUNDS
5.1. Travel tickets can be refunded only at the place where they were originally purchased:
5.1.1. at Lux Express Group customer service offices (section 4.3.1.);
5.1.2. at authorized Agents’ offices;
5.1.3. Travel tickets bought online on webpage www.luxexpress.eu can be refunded by filling a respective form in the sales system;
5.1.4. To apply refund for tickets bought by calling Lux Express customer support it is necessary to address to Lux Express Customer Service Office or to send an e-mail to Lux Express Group customer service (see list in clause 4.3.1.).
5.2. When the Trip is cancelled by the Passenger the Travel tickets are refunded as follows:
5.2.1. more than 24 hours before the Original departure, the Carrier refunds 100% of the ticket fare if refunded online on webpage www.luxexpress.eu or in Lux Express customer service office. The service fee to be paid is 1 EUR / 70 RUB / 5 PLN;
5.2.2. 24 hours till 1 hour before the Original departure, the Carrier refunds 50% of the Travel ticket fare. The service fee of 1 EUR / 70 RUB / 5 PLN will apply;
5.2.3. less than 1 hour before the Original departure the Travel ticket is not refundable, except:
126.96.36.199. Travel tickets purchased by the Passengers from the Lux Express customer service office or at Agent´s office on the territory of the Russian Federation, in Belarus or in Poland can be refunded in amount of 50% of ticket fare until the Original departure at the location of purchase of the Travel tickets during the opening hours of the customer service office or Agent´s office. The service fee of 1 EUR / 70 RUB / 5 PLN will apply.
188.8.131.52. PINS VIP customer can apply for 100% refund of the Travel ticket fare until the Original departure. The service fee of 1 EUR / 70 RUB / 5 PLN will apply.
5.2.4. conditions for Travel tickets bought by campaign are described in section 6 - Campaign rules.
5.3. Lux Express Group does not issue reimbursements for Travel tickets if the Journey did not take place because the Passenger registered for the Journey incorrectly (for example wrong route, date, time, etc) or does not possess necessary documents (insurance, visa, travel document, etc) or the Passenger was late for the departure.
5.4. The fare for the Travel tickers paid by the Passenger is refunded by the Carrier to the same account it was originally executed.
5.4.1. Refunds for the Travel tickets bought in the Lux Express Customer Service Offices or at Agents offices are refunded in cash only to the person stated on the Travel ticket or to the representative by a letter of authority. For cash refunds presenting valid identification document is mandatory.
5.5. Passenger is obliged to cover costs related to transfer of the Travel ticket refund.
6. CAMPAIGN RULES
6.1. In the campaign tickets bought for international routes name, surname, date and time of the departure are changeable in the customer service offices or over the phone before the departure. In such case price difference between original and new Travel ticket must be paid. An additional service fee can be added according to the price list.
6.2. On Estonian national routes tickets can not be changed (section 4.2.).
6.3. Tickets purchased with special price cannot be changed for other campaign tickets.
6.4. Campaign tickets are non-refundable, exept Travel tickets bought at Agent´s offices on the territory of Poland (section 6.7.).
6.5. Special fare applies only for limited seats per departure.
6.6. The destination bus stop marked in the ticket can be changed only to another stop in the same city. The changes can be realized if the Passenger informs Lux Express Group customer service office 1 hour before departure time.
6.7. Campaign tickets bought on the territory of Poland at Agent´s office can be refunded only at the same Agent´s office:
6.7.1. more than 24 hours before the Original departure, the Carrier refunds 30% of the campaign ticket fare;
6.7.2. 24 hours till 1 hour before the Original departure the Carrier refunds 10% of the campaign ticket fare.
6.7.3. additional service fee might apply according to Agent´s price list.
RULES FOR CARRIAGE OF PASSENGERS AND LUGGAGE
1.1. By booking and purchasing passenger carriage services (hereinafter, “Travel ticket“) the Client (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“) with a provider of carriage services AS LUX EXPRESS ESTONIA, EESTI BUSS OÜ, SIA LUX EXPRESS LATVIA, UAB LUX EXPRESS LITHUANIA, ZAO EVROLAINS (ЗАО ЕВРОЛАЙНС), LUX EXPRESS POLSKA SP.ZO.O (hereinafter, “Lux Express Group “ or “Carrier“).
1.2. Authorized distributor (hereinafter, “Agent“) legal entity or a self-employed person who is authorized by the Carrier to sell, change and return the tickets according to Lux Express Group's existing ticket sale rules.
2. CARRIAGE AND ACCOMMODATION OF LUGGAGE AND HAND LUGGAGE
2.1. Passenger is allowed to take on board of a coach one piece of hand luggage weighing not more than 5 kg, which does not exceed the size of 45 × 35 × 20 cm (length – width – height).
2.2. Passenger is responsible for the personal belongings and for the hand luggage located on board of the coach. Carrier can neither guarantee return of nor be held responsible for items left behind or lost. Minor identifiable personal items found on coaches such as phones, books, gloves, etc. are forwarded to local Lux Express Group customer service offices where possible. Items that are forwarded to Lux Express Group local customer service offices are held for 30 days and can be reclaimed from Lux Express Group customer service offices during working time. All items including luggage which content cannot be identified without opening it, are handed to the coach station security or police at the destination city. Perishable foods are not kept for returning.
2.3. In addition to hand luggage a Passenger is allowed to take one piece of luggage (for example a bag or a case) free of charge weighing no more than 30 kg which does not exceed the size of 70 × 30 × 55 cm (length – width – height), which is accommodated in a luggage compartment of the coach. Luggage is accommodated in a luggage compartment and then handed back to the Passenger by the coach crew.
2.3.1. Passenger is allowed to take more than one permitted piece of luggage (for example a bag or a case) if there is enough space available in the luggage compartment and the coach crew agrees to accommodate it. Acceptance of larger amount of luggage is decided by the driver at the spot, depending on the situation. Passenger will not be charged extra for additional luggage.
2.4. If Passenger’s luggage is broken, deformed or has any other defects which could later be attributed to the coach crew, the crew documents that in writing before the luggage is accommodated in the luggage compartment.
2.5. Passenger’s luggage that is accommodated in the luggage compartment at the beginning of the Journey is labelled by double stickers, one is attached to the Passenger’s luggage and the other is given to the Passenger. Luggage is handed back only on the basis of the luggage number.
2.5.1 Passenger´s luggage on Estonian internal lines is not labelled with luggage numbers.
2.6. It is not allowed to carry in a luggage compartment luggage that does not belong to Passengers on board.
2.7. Bicycles can be carried only in a luggage compartment of the coach if enough space is available. Possibility of accommodating a bicycle in a luggage compartment is decided by the coach driver directly before the departure depending on situation. The bicycle intended for carriage must have its front wheel dismantled and both the front wheel and the bicycle must be packed separately. The packed bicycle should not have any sharp protruding parts. In case the bicycle cannot be accommodated in the luggage compartment the coach driver makes a respective note on the Passenger’s ticket. Tickets are refunded according to Lux Express Group Ticket Sale Rules section 5, except for the tickets having corresponding notes from a coach driver, which can be amended directly before the start of the journey. On departures operated by Lux Mini coaches it is not possible to transport bicycles.
2.8. In Lux Express Group coaches it is not allowed to carry items that are radioactive, explosive, poisonous, corrosive, flammable, possess strong smell, are capable of staining the surrounding, as well as objects and items that are not packaged properly and things and items that can stain or damage the coach.
3. PASSENGER’S RIGHTS AND OBLIGATIONS
3.1. Passenger has the right:
3.1.1. to receive carriage services according to the fare;
3.1.2. to receive concessions prescribed by the law or on the basis of the law;
3.1.3. to carry luggage in accordance with existing order;
3.1.4. in case of sight impairment to carry his/her guide dog free of charge. In such case a separate Travel ticket has to be registered for the dog. The passenger with sight impairment must guarantee availability of documents necessary for the guide dog to be taken into and out of a country. Lux Express Group does not issue compensations for Travel tickets if the Journey did not take place due to incorrectly prepared documents or their absence.
3.2. Passenger is obliged:
3.2.1 on international routes to present a valid travel document, passport or ID-card while boarding the bus;
184.108.40.206. Boarding the bus by personal identification document is possible only on Lux Express and Simple Express coaches, also on Estonian internal lines if the Passenger´s name has been indicated on the Travel ticket.
3.2.2. to present the Travel ticket or another document proving his right to travel to any official having the right for inspection upon his request;
3.2.3. to have a valid visa or other documents necessary for border crossing;
3.2.4. to ensure that his/her hand luggage or any other item does not endanger or otherwise disturb fellow passengers;
3.2.5. to board the coach in a stop en route not later than the official departure time from the given stop or by the time specified by the driver over the microphone before the stop.
3.3. It is forbidden for the Passenger:
3.3.1. to travel on a coach under alcohol or drug intoxication, in dirty clothes, to smoke, consume alcohol or drugs or to disturb fellow passengers;
3.3.2. to open or close windows or hatches without driver’s permission;
3.3.3. to prevent the doors from opening or closing and to cover the driver’s view;
3.3.4. to disturb the driver or hinder work of an official having the right for inspection;
3.3.5. break, damage or stain the coach and its interior;
3.3.6. endanger himself or fellow passengers;
3.3.7. to use the toilet of the coach in case the Passenger has received a radioactive treatment at least 10 days prior to the Journey (when necessary the coach driver will make a stop upon a request);
3.3.8. violate other requirements set by the present Rules.
3.4. Travel ticket should not be given to the coach driver for safekeeping other than in cases when the travel ticket was sold to the Passenger from another sales system (see section 3.5) in one copy
3.5. Travel ticket has to be given to coach driver, if the ticket has not been bought via Lux Express sales system.
3.6. Due to safety reasons and EU safety regulations, all Passengers must keep their seatbelts fastened during the Journey. Children under 12 years old may not travel on the first row of seats, ie seats number 1-4 and on the seats behind the middle door.
4. CARRIER’S RIGHTS AND OBLIGATIONS
4.1. Carrier is not responsible for running out of schedule and late arrivals at stops which have been caused by force majeure circumstances (including but not limited to: weather conditions, traffic jams on the roads, road works, actions by governmental bodies, queues at borders, customs and passport control, etc.), as well as due to actions of Passengers, which have an impact on fulfilment of Carrier’s obligations and other reasons, which Carrier could not have foreseen or prevented despite all the measures taken.
4.2. Carrier is not responsible for Partners coaches running out of schedule and late arrival at stops as well as for not departed trips.
4.3. Carrier is not responsible for any damage or lost profit which has been caused or may be caused to Passenger in a situation where the coach has not reached the destination at the right time.
4.4. Passenger who has bought a Travel ticket for a Lux Express Group route but is late for departure loses the right to travel using it on any other Lux Express Group coach. Such ticket is not refunded.
4.5. Carrier has the right to sell the ticket to the Passengers seat, if the Passenger has not boarded the coach at the bus stop indicated on the Travel ticket by the official departure time.
4.6. Carrier is not responsible for content or preservation of the luggage accommodated in the luggage compartment, as well as for destruction or loss of a Passengers’ valuables (jewelry, photo-video equipment, money, cheques, papers, fragile items) kept in the Passenger’s luggage.
4.7. In case of damage caused to luggage placed in the luggage compartment due to Company’s fault the Company shall reimburse it up to 200 EUR or the equivalent of this sum in other foreign currency according to the official exchange rate. In case of damage being higher than 200 EUR it shall be reimbursed by the insurance company if the luggage has been insured by the customer.
4.8. In case a coach fails to depart due to Carrier’s fault or technical malfunctions of the coach, the Carrier arranges a substitute transport at first opportunity. In addition to that the Carrier shall:
4.8.1. reimburse to the Passenger 50% of the Travel ticket fare upon written request if due to the reasons listed in section 4.8 the coach departed or arrived at the destination at least 2 hours later;
4.8.2. reimburse to the Passenger 100% of the Travel ticket fare upon written request if due to the reasons listed in section 4.8. the coach arrived at the destination at least 5 hours later.
4.9. In case a coach failed to depart due to Carrier’s fault a full fare is returned to the Passenger upon his request.
4.10. Carrier has the right to refuse to provide carriage services and to refuse to refund the ticket in case if Passenger:
4.10.1. does not have a valid travel document while boarding the coach for the international departure;
4.10.2. has the Travel ticket to another name than on the personal travel document;
4.10.3. does not arrive for the scheduled departure to the stop indicated on the purchased ticket, unless Lux Express Group customer service office is informed at least 1 hour before the departure and necessary amendments on the ticket are done. Possible only if boarding within the same city;
4.10.4. has not boarded the coach at the additional stops along the route by the official departure time or as instructed before the stop by the driver. Passengers not following the stopping time are not being waited;
4.10.5. is under the influence or intoxicated;
4.10.6. endangers or disturbs other passengers;
4.10.7. hinders the course or safety of the Journey in any other way;
4.10.8. presents incorrect documents necessary for crossing the border or if such documents are absent.
4.11. In case there are misunderstandings between a Passenger and state authorities regarding invalid visa, passport, travel insurance, counterfeit goods etc, the coach crew has the right to leave the Passenger at the border or at the location nearest to it or to act in accordance with lawful orders given by the authorities. In this case travel ticket is not refunded.
4.12. All complaints and claims to the company are considered only if they are presented to the Company not later than 3 months after the Journey. Lux Express Group obliges to reply to complaints concerning Lux Express Group coaches and coach crews not later than within 1 month.
4.13. Lux Express Group customer service offices also accept complaints concerning Carriers in relation to whom Lux Express Group acts as Agent and forwards all such complaints to the carrier responsible not later than within 2 days. These complaints will be answered by the Carrier, not by Lux Express Group.
4.14. Carrier reserves the right to make changes in timetables, price lists and present rules for carriage of passengers and luggage. In case the Passenger has a Travel ticket for a Journey that has been cancelled or which timetable has been changed, the Carrier is obliged to refund such Travel ticket or offer an opportunity to travel on another coach that fits the Passenger.
4.15. While accepting Terms of ticket sales, passenger and carriage services the Passenger is accepting that the Carrier does not guarantee on international routes all information is available for the Passenger in all local languages en route.
5. OTHER REQUIREMENTS FOR PASSENGER
5.1. Carriage of home animals and pets is not allowed on international routes. As an exception, it is possible to take a guide dog for a person with sight impairment if the Carrier has been notified of that in advance. There is no charge for carriage of a guide dog for a person with sight impairment (3.1.4.).
5.2. In case the Passenger has hidden the animal during the boarding and it has been noticed later, the Carrier has the right to drop off the Passenger in the next official stop.
5.3. On Estonian internal lines it is allowed to carry small domestic animals or birds in special transport cages with maximum measures 40 x 40 cm (width, length). In such case an additional ticket has to be bought for their transportation. Pet tickets have 40% discount on Lux Express departures and on Simple Express departures pets must have a ticket with the same price as the passenger. Please note that pets must be accompanied by a responsible passenger.