One of the bus stations in a German city
As Deutsche Welle notes, the new service initially attracted budget-conscious young people, especially students, but gradually the customer base expanded. Let's start by looking at statistical reports. In 2016, about 24 million passengers used such buses nationwide. Meanwhile, around 130 million people travel annually on long-distance ICE or Intercity trains in Germany.
For a complete picture, let's look at the skies. The annual number of passengers on domestic German flights is about 15 million, so intercity buses have already overtaken airplanes in this regard.
MARKET LEADER AND PRICES
After a series of mergers and acquisitions, the top spot in the German market is now held by FlixBus, which accounts for 92% of passengers. However, the company itself does not own buses; it contracts with transport firms in various regions. Buses are repainted and branded with company logos for this purpose. In Germany and other European countries, FlixBus operates about a thousand buses on its routes. In second and third place are Eurolines Germany and DeinBus. The total number of routes nationwide is approaching three hundred. After a rapid initial period, passenger growth has slowed, and prices have gradually begun to rise.
The price range for a one-way trip from Berlin to Cologne, for example, is currently between 9 and 55 euros. From Munich to Frankfurt am Main, it ranges from 15 to 26 euros.
For a time, prices were so low, partly symbolic, that few people thought about rights and demands, and many were and remain satisfied with the service. In particular, the ability to use free internet during the trip. But it's good to know your rights just in case.
PASSENGER RIGHTS
These rights are enshrined in the relevant European directive of February 28, 2011. They apply to routes longer than 250 kilometers and do not cover cases of later arrival at the destination due to traffic jams or other unforeseen delays en route. The decisive factor is the actual start time of the trip. Some additional rules may be set by the carriers themselves.
1. Overbooking, cancellation, or delay of more than two hours
In the event of overbooking, cancellation, or a delay of more than two hours, a long-distance bus passenger has the right to:
• Start (continue) the journey at the earliest opportunity on the originally chosen or an altered route;
• Cancel the trip (or continuation) and demand a refund of the ticket price, as well as transportation back to the departure point at the earliest opportunity at the transport company's expense.
Companies are obliged to promptly inform passengers about expected delays or cancellations, in any case no later than 30 minutes before the scheduled departure time.
2. Right to compensation
If the carrier does not immediately offer the options provided in the first point, the passenger has the right, in addition to a refund of the ticket price, to also demand compensation in the amount of 50%. The carrier must make the payment within two weeks of the claim being filed.
Important note. This rule only applies when the trip begins at bus stations, i.e., where company representatives are present on site to handle such issues in case of overbooking, delays, or cancellations. If the trip begins at a bus stop without staff, passengers have no right to additional compensation.
3. Meals and accommodation in case of delay or cancellation
In the event of a cancellation of a trip scheduled to last more than three hours, or a delay of such a trip of more than 90 minutes, the carrier is obliged to provide passengers with meals and drinks. However, the rules include a caveat that this can only be demanded from the carrier when it is objectively able to arrange it—i.e., at bus stations, stops at gas stations, or if water and drinks are available on the bus itself, etc.
In case of a long delay, the meal should be appropriate—i.e., a full lunch, dinner, or breakfast. For relatively short delays of a few hours, sandwiches, water, tea, or coffee are sufficient.
If an overnight stay is necessary due to a delay or cancellation, the carrier must provide a hotel room or other suitable accommodation, as well as transport the passenger to that location. The carrier may limit its expenses to 80 euros per night per person and payment for two nights.
Important note. This rule does not apply if the cancellation or long delay is caused by severe weather or a natural disaster. However, the carrier must have appropriate confirmation, e.g., from the meteorological service.
4. Technical malfunctions and breakdowns
If the bus cannot continue due to an accident, breakdown, or technical malfunction, the transport company is obliged to take measures to arrange further travel to the destination. For example, send another bus or transport passengers to a waiting point (e.g., a bus station) from where the journey can be continued.
5. Lost luggage
The rules of carriers' liability for baggage are regulated in the terms of service, i.e., determined by the companies themselves, not by a general European directive. Some of them completely exclude any liability, but consumer advocates recommend at least consulting a lawyer if such situations arise.
The situation is different if the loss or damage to baggage occurred as a result of a traffic accident. According to the law, in such cases the passenger is entitled to compensation. The maximum compensation for each bag or suitcase is 1200 euros. Payment is made after verification and confirmation of the specified data about the transported items.
In case of disputes in Germany, you can seek help from the Conciliation Board for Public Transport – Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (SÖP, website soep-online.de).