1. Background

Reference is made to the Information Letter on EU No 181/2011 (Bus Passenger Rights Regulation). Below is a brief overview of rights for providing information to the customer.

The overview primarily aims at regulations that apply to public transport, but for the sake of clarity, it also mentions the rights that apply to journeys over 250 kilometers.

2. General information about the regulation

2.1 Scope and validity of the regulation

The purpose of the regulation, according to Article 2, is to establish rules for bus and coach transport which, among other things, are intended to ensure equal treatment of customers, the right to adequate information, the right to assistance, rights in case of delay/cancellation, and the right to lodge complaints. The term 'carrier' refers to the company with which you enter into the agreement and/or the one that transports you.

3. The individual rights

3.1 The right to transportation and non-discriminatory access conditions.

a.) Right to transportation according to articles 9 and 10
Persons with disabilities are entitled to transportation under the Regulation. As a customer, you have the right to purchase a ticket and the right to board the means of transport without being refused on the grounds of reduced mobility (article 9).

The rules apply subject to the limitations arising from safety and design of the buses as stated in article 10.

Our buses are designed and approved according to European regulations and can accommodate a wheelchair with a length of 1300 mm including the user. The ramps and support wall for wheelchairs in bus class 1 must withstand a total weight of 300 kg. Unfortunately, we cannot transport larger wheelchairs, as this would not be safe.

The designated space is available for a person with a wheelchair if it is vacant. Our drivers and other staff will assist in asking other passengers to move to another place on the bus if there is space.

b) Non-discriminatory access conditions

Our terms and conditions, within the applicable regulations, shall not discriminate against you as a customer, and we would like to hear from you if you believe that they do.

If you need it, you have the right to obtain a printout of our terms and the parts of our route offerings that you believe would be relevant for you.

3.2 The right to assistance for journeys over 250 kilometers

Information for customers at Oslo Bus Terminal, Bergen Bus Station, and Lillehammer Bus Station:

• As a customer, you have the right to necessary assistance to be able to complete your journey.

Assistance must be booked at least 24 hours in advance, but even if it is not, the bus terminal or carrier must provide the necessary assistance if they have sufficient resources available at that time.

You are entitled to assistance for:

• Move within the terminal from, for example, the counter, waiting area, and departure hall, to/from the restroom.
• Boarding/Alighting
• Load the luggage on board
• Move to a seat
• Bring a guide dog/ seeing eye dog
• For journeys over 3 hours where there is a delay of at least 90 minutes, you are also entitled to necessary assistance. This includes requirements for meals and refreshments.

3.3 Rights in case of accidents, including regulations on wheelchair damage

According to Article 17 of the Regulation, the carrier is responsible for damage to wheelchairs or other mobility equipment. The liability is strict, but if you do not secure your wheelchair with the safety arrangements available on board, such as a wall with lateral support in a city bus and "belts/straps" on a regional bus, then the damage is considered self-inflicted and the carrier's liability may be completely or partially waived.

You are entitled to compensation equal to your replacement cost and if you incur expenses for temporary equipment, the carrier is also responsible for those costs.

In addition to this, there are rules regarding compensation for injury to persons and/or property according to the Motor Vehicle Liability Act.

3.4 Passenger rights in the event of cancellation or delay

In the event of a delay or cancellation of more than 120 minutes from the terminal, the carrier must offer the following according to Article 19 of the regulation:

Continue the journey to the destination, either with the next departure or with an alternative one – but still under the same conditions.
Refund of the ticket price and return transport where relevant.
This applies to bus journeys over 250 kilometers. However, most counties have introduced a variant of the National Public Transport Guarantee.

3.5 Duty of disclosure, available terms and information

According to the regulations, you are entitled to receive adequate information about travel conditions on the website and necessary information throughout the journey. Relevant information includes price, ticket validity, who the ticket is for, and any documentation requirements. This also applies to information about planned deviations and deviations along the way. Information should be provided in several different ways upon request, for example visually and via sound. You also have the right to receive a printout of the travel conditions.

The Norwegian regulations grant you the right to information in a universally designed format, which can only be deviated from in exceptional cases. The information should be provided in a simple and understandable manner. The regulatory requirements for content and format are further specified in NS 11032, sections 7 and 8.

According to Norwegian regulations, you also have the right to information about the availability at terminals and stations. This includes information about permanent and temporary barriers and challenges with boarding and alighting.

3.6 Complaints Handling

According to the regulations, you also have the right to file a complaint. You can read more about your rights on the Transport Complaints Board's website. The deadline for filing a complaint is currently one year after you have received a response from the carrier.

The Transport Appeals Board can decide cases concerning your rights under the Regulation and the Carrier's terms and conditions of carriage.