New rights for EU coach passengers

EU citizens travelling by bus or coach will be given new rights, including financial compensation in case of delays, under legislation just introduced.

However, several of the rights will not be applicable to Malta because a provision, agreed upon by member states, lays down that the majority of these rules will only apply to journeys of over 250 kilometres.

A government spokesman insisted a basic set of rights would have to be respected independently of the length of the journey.

In the case of passengers with disabilities, the Maltese authorities will have to ensure they are not discriminated against. They cannot be refused service or the ability to make a reservation based on their physical impairment. The rules also ensure operators’ staff members are properly trained in procedures and allows for the adequate compensation for damages caused to mobility equipment such as wheelchairs.

Passengers in Malta will have the right to adequate and easily accessible information on the details of their journey throughout its duration. Moreover, they must be provided with information about their specific rights as is the case in civil aviation.

The rules also provide for the setting up of a specific mechanism so that passengers will be able to lodge complaints. Operators will be have to respond within three months of the complaint.

Maltese citizens will benefit from an array of new rights when travelling abroad by coach. This applies mostly to groups who normally use pre-booked coach tours around Europe.

Operators around the EU are now obliged to compensate passengers in case of death, injury, loss or damage caused by road accidents. They will also have to guarantee reimbursement or rerouting in the case of overbooking, cancellations or a delay of more than 120 minutes from the estimated time of departure.

Bus and coach passengers will be given adequate assistance (snacks, meals and refreshments) in the cases of cancellations or a delay of more than 90 minutes in the case of a journey of more than three hours.