Ignorance and negligence from Eurolines coach service

Generaldirektion Mobilität und Verkehr hat geantwortet, dass Sie eine andere öffentliche Körperschaft kontaktieren müssen.

Dear Mobility and Transport,

Under the right of access to documents in the EU treaties, as developed in Regulation 1049/2001, I am requesting documents which contain the following information:

I am writing to you regarding an ignorance and negligence from Eurolines. I booked a journey from London Victoria to Paris Roissy Charles De Galle (Reservation Confirmation -180723627110) for me, my wife and my 3 years old son. The journey was at 21:30 on 31st July 2018 from London Victoria to Paris Roissy Charles De Galle. But, the coach was broken before the journey. The driver told us that one replacement coach is on the way for us. We kept waiting until 1 o’clock midnight on 1st August and suddenly the driver asked us to contact Emergency customer service about any query and he can’t do anything. Then, I rang the emergency number of Eurolines. I spoke to the service agent named Joana for 30 minutes. She admitted that it was entirely Eurolines fault. But she can’t help us for anything apart from either refund the ticket or next day 8 pm coach replacement. We were stranded at the coach station until 2 o’clock midnight with my wife and my 3 years old son. It was extremely difficult for us to come back home and stay another night in London. I had some emergency work to be done in Paris on 1st August. I missed those. We had to pay the travel cost twice to go to Victoria station and coming back home was too difficult at 3 o’clock with a 3 years old son. I asked many times for help whether any overnight accommodation or early replacement coach. But the service agent refused any assistance. It was extremely unacceptable that after making such a request she didn’t provide any assistance.
I wrote to Eurolines several times(Email sent 05/08/2018, 01/09/2018, 12/09/2018, 16/09/2018) asking for compensation, But they didn't reply at all. Can you please investigate further as it is a violation of EU laws regarding Bus Passenger rights.

Many thanks

Yours faithfully,
Mohammad Al Amin Bhuiyan

Generaldirektion Mobilität und Verkehr

Dear Sir or Madam,

In order to enhance the quality and the efficiency of the handling of passengers' requests for information, we are pleased to inform you that a new service, operated by Europe Direct, is now specifically handling passengers' e-mails and is available via our Web page:


We advise you to contact the Europe Direct Contact Centre (EDCC), which will reply to your query without delay.

For further information related to passengers' rights, we invite you to visit our Web site: http://apr.europa.eu

Kind regards,


European Commission
Directorate General for Mobility and Transport
Unit MOVE A-4
Legal Issues & Enforcement

▪ Postal address: Europese Commissie/Commission européenne, B-1049 Brussel/Bruxelles
▪ Office address: Rue de Mot 28, B-1040 Brussels
▪ Tel. +32 2 299 11 11
E-mail: [DG MOVE request email]

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