Zadzwoń Infolinia

connection cost according to operator rates

Complaints and claims

Complaints and claims

CLAIMS

A claim involves a fare refund, in particular:

  • if a travel or transport ticket has not been used or used only partially

  • due to non-execution or improper execution of a transport agreement

  • if a passenger contests a payment request and is able to prove that he/she possessed a valid transport document or a document confirming that the passenger was entitled to use bus transport services free of charge or at a discounted rate.

Claims must be submitted in writing to the address of the operator's registered office, by email at info@arrivabus.pl or via the form available at the bottom of the page. A claim should contain:

  • claim date

  • operator name and address

  • full name and address (headquarters) of the claimant

  • reason and description of the claim

  • claim amount (separately for every transport document)

  • signature of the person eligible to submit a claim.

Please attach the original transport agreement documents relevant to the claim (in particular the ticket) and authenticated (by e.g. an authorised employee, issuer or notary) copies of other documents.
(e.g. confirming your right to use public transport services free of charge or at a discounted rate).

Dear passengers
you may return your ticket until the moment it is valid by clicking on the
"YOUR TICKETS" ⇒ "manage ticket without logging in" tab in the upper right corner of the page.

COMPLAINTS

We are open to your comments, suggestions and opinions as they are a valuable source of information which allows us to improve the quality of our services. We will use our best efforts to respond to your claim or complaint as soon as possible, or within 20 days of receiving your claim or complaint.

Complaints must be submitted in writing to the address of the operator's registered office, by email at info@arrivabus.pl or via the form available at the bottom of the page.

 

Complaints and requests which do not contain a full name and address of the claimant (§ 8 section 1 of the Resolution of the Council of Ministers of 8.01.2002 – Journal of Laws No 5 item 46) will not be processed.

Claims and complaints can also be submitted using the form below: