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FAQ

 

Travel

When and where can I travel with the international services of VOLÁNBUSZ?

VOLÁNBUSZ Co. Ltd. provides travel possibility with its international scheduled services to many cities throughout several European countries together with its partners. 

Check please our subsite for "Online ticket selling" where you can find information about all the cities we sell. 

Buying your tickets

Where and when can I buy my ticket for international services? 

Considering the fullness of the services it is suggested to buy your ticket in advance what you can do at the following places: 

Booking a place only on a service is not possible you have to buy your ticket in advance. 

Can I buy my ticket in advance? 

It is certainly possible moreover it is suggested to do so as the services are quiet busy. 

The international services usually have 2 operational periods: 

  • summer period: from 1st of April until 31st of October 
  • winter period: from 1st of November until 31st of March 

We usually open ticket selling for the whole period approximately 60 days before the beginning of the periods. 

You can get information about the opening of sales on our website. 

How can I buy my ticket online?

  • you can buy your international ticket on the website of VOLÁNBUSZ following the steps written in the "Online booking guide" 
  • Payment is made through CIB Bank's Internet payment system.
  • MasterCard bank cards, VISA and VISA Electron bank cards belonging to the VISA product family (this latter only if it is permitted by the issuing bank) along with web cards suitable for use for Internet payments, are accepted by CIB Bank's Internet payment system. 

For services running under FlixBus aegis you can buy your ticket on the website of the company. 

What documents are necessary to buy the international ticket? 

  • the international ticket is issued for the passangers name therefore we need you to show the travel document of the passanger as well as a document proving the right to obtain the discount (student ID for example) - in case buying a discounted ticket - when you purchase your ticket personally. In lack of these we cannot issue the ticket. 
  • In case of online purchase you have to give the same data in the system
  • Should you be our Frequent Traveller so you need the Frequent Traveller ID as well as the Frequent Traveller Card to buy your ticket.

Online ticket purchase

I bought my ticket online on the website of VOLÁNBUSZ but it didn't arrive to my e-mail address. What can I do?

At first we ask you to contact your bank asking the state of the transaction (successful or not?). 

We'd like to draw your attention that SMS messages received from the banks inform you very often only about blocking the money but in case the transaction fails they loose the block after a while. 

In case your bank ensures your transaction to be succesful we ask you to write an e-mail to us with the data of the transaction (ID number of the booking, permission code of the bank where; for when and for who was the transaction made) allowing us to check our system. We will inform you about the result in written form. 

In case your bank informs you about the non-success of the transaction we ask you to repeat the transaction. 

I bought my ticket online on the website of FlixBus but it didn't arrive to my e-mail address. What can I do?

Please turn to FlixBus company. 

I bought my ticket online on the website of VOLÁNBUSZ for a journey which is Open but I only received a confirmation. How can I have my ticket?

As you could have read it in the handout about online booking as well as in the window popping up after choosing this option you only receive a confirmation when any of the sections of your ticket purchased online is Open. 

You can pick up the ticket personally in Budapest at Népliget coach station in the international ticket office. 

We cannot send the ticket in e-mail not even for the section with fixed date. 

Allocated seats

How can I ensure my seat on the coach? 

All passangers travel seated on international coaches. You can buy your tickets basically for a place (at the time of ticket purchase the exact seat cannot be determined it can be choosen on the coach or during the check-in procedure if there is one). In case a seat reservation should be possible for a service so you can choose it already during purchasing the ticket. 

Ticket

What do I have to know about the tickets? 

  • the ticket purchased in advance entitles you to travel on the predetermined route and service for a single or a return journey depending on the ticket type 
  • each ticket contains the travel coupons necessary for travel which will be withdrawn by the check-in or service staff 
  • you can travel in possession of a valid ticket only. Being on the passangerlist doesn't give you the right to travel. 
  • tickets are only valid for that time and service which those have been bought for. 

How long am I bound to keep my ticket?

You are bound to keep your ticket until the end of your journey. In case you bought your ticket only you have to keep that in electronical form as well. 

Can I use my prepurchased ticket before or after the journey shown on that? 

  • You only can use your ticket for travel on the day and service shown on that but you can modify that in case the discount taken allows you to do so. You cannot modify your expired ticket. 
  • Modification can be done by paying the modification fee for that.
  • You can have more information about modification possibilities on our website in the submenu "Rules on modification and refund". 

What can I do when my ticket I purchased contains wrong data?

We ask you to check your ticket at the spot when buying personally and inform our colleague right away when discovering deviations. In such case our colleagues correct the wrong data for free. 

During online purchase you can check your data several times. We ask you to check them at least before payment. 

We cannot accept follow-up complaints in such cases we modify the ticket by paying a modification fee only - when the discount taken allows it. 

I forgot / couldn't print my international ticket bought online how can I travel?

In case you depart from Budapest you can ask for printing your ticket bought from VOLÁNBUSZ in the international ticket office in its opening hours by paying a handling fee of 500 HUF/ ticket. 

This possibility is not ensured at departure places in the country or abroad so in such cases you only can travel by purchasing a new ticket. 

On some lines / services it is possible to show your ticket on your mobile device. More information you can find about that here. 

Invoice

How can I ask for an invoice by purchasing an international ticket?

  • in case you buy your ticket in the international ticket office or by a driver you have to sign your request during the purchase. According to the valid regulation you cannot ask for an invoice afterwards. 
  • in case you buy your ticket online on the website of VOLÁNBUSZ you have to give your request in the proper submenu and give the billing address and name as well as the e-mail address you need to send the invoice to. If the transaction was successful our system sends the E-invoice within 24 hours to the given address. 
  • the invoice can be found as a PDF attachment of the invoce signed digitally and tax administration compliant. 
  • the E-Invoice is only suitable for tax administration identification in electronic form therefore we ask all persons subject to taxation to preserve it in e-format until the statutory term of limitation

I bought an online ticket and asked an invoice but it didn't arrived to my e-mail address. What can I do?

We ask you to write an e-mail to us with the data of the transaction (ID number of the booking, permission code of the bank) to be able to check our system. We will inform you in written form. In case the transaction was successful and you asked for an invoice we will send it in e-mail to you. 

Is there a check-in? 

In Budapest we do not ensure check-in for the international services. 
Some foreign partners though make check-in in some cities. 

More information you can find about that here. 

Travel

What is necessary for travel? 

- a valid ticket bought by VOLÁNBUSZ Co. Ltd. or by its partners
- in case of a discounted ticket the ID (for example student ID) is necessary which entitles you to take the discount 
- a valid and unviolated travel document (personal ID, passport and a visa in case of necessity) 

What services can I take on the international services

You can have information about them here. 

Children and your adults traveling

Can I board the bus with my child sitting in a baby carriage?

In case the bus is built so you can place the baby carriage on board without disturbing fellow passangers. It is the duty of the parent/attendant to accomodate the child safely. 

In case you cannot place the baby carriage on board we ask you to give it to the driver who will place it folded up into the luggage compartment. 

We suggest you to bring a safety child seat with you if you travel with a child under 3 years. It is mandatory in case you travel to or through a country where the usage of it is compulsory. 

On services running under FlixBus aegis it is compulsory to ensure a safety child seat for children under 3 - whithout it these children cannot travel. 

Can my child under 16 travel alone on international services?

No, passangers under 16 years old can only travel on VOLÁNBUSZ / Eurolines services if they are accompanied by an adult over the age of 18.

More information about that you can find here. 

On services running under FlixBus aegis youngsters under 15 cannot travel alone. 

Traveling of disabled passangers on international services

Being a disabled person I need help what do I have to do?

Please orientate yourself about the necessary things to do here. 

I'd like to travel with my sensing dog on an international service. What do I have to do?

Please orientate yourself about the necessary things to do here. 

Taking of animals, luggage and bicycle

Can I travel with an animal on international services?

  • You only can take an animal with you on board of Budapest-Subotica services in a closed transporter (for example in a lockup bag or basket) which doesn't exceed the measures of a handbag and ensures that the animal will stay within
  • You can buy the ticket for your animal personally with 50% discount but without the return discount
  • You have to provide the documents (for example passport) of the animal
  • The person transporting the animal is responsible for any damage caused by the animal
  • VOLÁNBUSZ Co. Ltd. is entitled to maximize the number of animals can be taken on board

Is my luggage ensured?

International tickets bought by VOLÁNBUSZ contain accident and luggage insurance valid for the journey. Information about that can be found on our website. 

How many luggage can I take with me on my international journey?

Please orientate yourself about the rules of carrying a luggage here. 

You can read about the conditions of luggage in the Travel Conditions. 

Can I take my unfolded bicycle on international services with me?

No, you can not take your unfolded bicycle with you on international services run by VOLÁNBUSZ. Your bicycle which is folded and stored in a bicycle carrying bag is considered as conditional luggage therefore in case you'd like to bring such a folded bicycle we ask you to harmonize with us in e-mail before buying your ticket.

I'd like to send unaccompanied luggage on an international service. What do I have to do?

VOLÁNBUSZ Co. Ltd. doesn't take unaccompanied luggage on its services only accompanied luggage can be taken by the passangers. 

Discounts

Being a student what discounts can I take on international services?

On some of the international services students get 10% discount. In case you show your valid student ID our clerks will give you this discount automatically (if you havent taken another discount already) or if you buy online the system will display the discounted price in case of giving the data of the ID. 

The student discount is available with valid Hungarian student ID  or with ISIC or IYTC cards. 

Being a student what do I have mind to get the international discount?

To travel with a student discount ticket you will need the valid student ID. 

Hungarian Student ID - new format

Hungarian Student ID 

ISIC ID

ISIC ID 

IYTC ID 

Being a pensioner what discount am I entitled?

On some of the international services people after being 60 are entitled to 10% discount from the normal price. You can take this discount without your pensioner ID. 

What discount can I take for my child by purchasing an international ticket?

On most of the international services the following discounts apply: 

  • 0-3: 80%
  • 4-11: 50%

Passangers under 16 years (in case of services running under FlixBus aegis under 15) can only travel on VOLÁNBUSZ / Eurolines services if they are accompanied by an adult over the age of 18. If the adult who is travelling with them is not their parent or legal guardian, children will be required to show written authorisation from the parents or legal guardian.

Traveling in a group what discounts can we take on international services?

In case there are more than 10 people traveling together we ask you to write us and we will inform you about the possible discount. 

In case of servives running under FlixBus aegis after giving the travel data on the website of the company the discount can be taken will be displayed if available. 

Modification

What can be modified on a ticket?

In case you bought your ticket at VOLÁNBUSZ Co. Ltd.: 

  • the number of the travel document
  • the time (for other time, day or for a ticket without a date /Open/)
  • the route shown on the ticket for a longer route on the same service (not for shorter route or other city) 

In case you bought your ticket at our foreign partners: 

  • only the time (for another time or another day but nor for Open ticket) 

In case of tickets sold for services running under FlixBus aegis: 

I'd like to modify my ticket bought from VOLÁNBUSZ - what do I have to do?

We ask you to read carefully the possibilities below and follow the description referring your case:

a. You bought your ticket by VOLÁNBUSZ and none of the sections was used for travel 

In case the discount taken allows modification we ask you to go the the international ticket office or to one of our partner travel agencies to make the modification. 

Considering the fullness of the services it is suggested to make the modification well in advance. 

Modifications are subject to a fee therefore you have to pay a modification fee listed in Travel Conditions. We'd like to draw your attention that by modifying your ticket further charges (for example price difference, supplement) can occure. 

b. You bought your ticket by VOLÁNBUSZ and you are outside of Hungary and you would like to modify your journey from abroad to Hungary

We ask you to go to one of the office of our partners and ask for modification there. 

Considering the fullness of the services it is suggested to make the modification well in advance.

We'd like to draw your attention that our partners can charge a modification fee. 

c. You bought your ticket by VOLÁNBUSZ for a reversed journey ie. Abroad-Hungary-Abroad and your would like to modify the departure from abroad

We ask you to go to one of the office of our partners and ask for modification there. 

Considering the fullness of the services it is suggested to make the modification well in advance.

We'd like to draw your attention that our partners can charge a modification fee as well as that they cannot modify the Hungary-abroad section. 

 d. You bought your ticket by one of our foreign partners and you would like to change the Hungary-abroad section

we ask you to go the the international ticket office or to one of our partner travel agencies to make the modification. 

Considering the fullness of the services it is suggested to make the modification well in advance. 

Modifications are subject to a fee therefore you have to pay a modification fee listed in Travel Conditions.

Refund

Can I refund my international ticket that I don't want to use?

In case you bought your ticket by VOLÁNBUSZ for a VOLÁNBUSZ/Eurolines service you can refund it under the following conditions: 

  • the discount taken allows a refund
  • your ticket is still valid (your are before the departure shown on that) 
  • your ticket is unused and you handle it 

A refund can only be made at the place of purchase only and a cancellation fee will be charged. 

You can find more information about the fees and the refund itself on our website. 

In case you bought your ticket online you can ask for refund in Budapest by filling in the proper blank. The amount deducted with the cancellation fee will be transferred to the bank account where the purchase was made from. 

We'd like to draw your attention that we cannot refund tickets purchased by other partners. In case you have such a request you have to turn to that partner where you have bought the ticket. 

Concerning the refund of tickets bought for services running under FlixBus aegis the information shown on the website of the company is authoritative. 

Internet-based card payment

CARD ACCEPTANCE

What types of card can I pay with?

You can pay with all embossed VISA and MasterCard cards, and certain VISA Electron and V Pay cards. Whether or not you can use VISA Electron cards for internet-based payments depends on the bank that issued the card. VISA Electron bank cards issued by CIB can be used for internet-based purchases.

Which banks cards are suitable for internet-based payments?

All VISA and MasterCard/Maestro cards that the card-issuing bank has authorised for internet payment, as well as web cards issued specifically for internet use.

Can I pay with a shopping card?

Point-collecting cards, used for storing loyalty points, issued by merchants/service providers, cannot be used to pay via the internet.

Can I pay with a co-branded card?

All co-branded cards that are MasterCard or VISA-based cards suitable for internet payments can be used to pay.

THE PAYMENT PROCESS

How does the background process for online payment work?

After choosing bank card as the method of payment on the website of the merchant/service provider, the shopper initiates payment, and is then diverted to the Bank's payment page, which is equipped with a secure communication channel. For payment, you need to give your card number, card expiry date, and the 3-digit security code on the signature strip on the reverse side of the card. The transaction is launched by you, and then the card undergoes a real-time authorisation process, in which the authenticity of the card details, the available funds and the spending limit are all checked. If all the data necessary for continuing the transaction is in order, your account-keeping (card-issuing) bank blocks the payable amount on your card. The debiting (deduction) of the amount from your account takes place within a few days, although precisely how long it takes will depend on the account-keeping bank.

How does a card-based purchase via the internet differ from a conventional card-based purchase

We distinguish between transactions where the card is actually presented in the store (Card Present), and those where it is not physically present (Card Not Present). Card Present transactions take place using a device called a POS terminal. After the card has been swiped and the PIN keyed in, the terminal makes contact with the card holder's bank via the authorisation centre and, depending on the type of card and its issuer, either the VISA or the MasterCard network. This is where the validity and funds verification check (authorisation) takes place. The POS terminal (and the merchant) receives the approval or rejection via the same route, only in reverse order. The shopper signs the card receipt. Card Not Present transactions are transactions where the bank card is not physically present. These include transactions executed by post, telephone or electronically (via the internet), in which case the shopper (card holder) launches the transaction by giving his or her requested card data via a secure (256-bit encrypted) payment site. If the transaction is successful, you receive an authorisation number, which is the same as the number that would be shown on the paper receipt.

What does reservation mean?

As soon as the transaction comes to the bank's attention, it is followed by reservation (blocking), because the actual debiting can only take place once the official data arrives, which can take a few days, in which time it would otherwise be possible to spend the amount of the purchase again. This is why, through reservation, the money used for a purchase or cash withdrawal is segregated and blocked. The reserved amount is still part of the account balance, so it earns interest, but cannot be spent again. Reservation ensures that transactions for which there aren't enough funds are refused although the account balance would, in principle, still permit them.

UNSUCCESSFUL PAYMENTS AND WHAT TO DO

When might a transaction be unsuccessful?

Usually this happens when the payment order is not accepted by the card-issuing bank (i.e. the bank that gave you the card), or it might be due to a telecommunication or IT fault that prevent the authorisation request from reaching the card issuer when using a bank card.

Card-related errors

  • The card is not suitable for internet payments.
  • Use of the card over the internet is blocked by the account-keeping bank.
  • Use of the card is blocked.
  • Incorrect card data (card number, expiry date, security code on the signature strip) has been given.
  • The card has expired.

Account-related errors

  • There are insufficient funds to execute the transaction.
  • The amount of the transaction exceeds the card spending limit.

Connection-related errors

  • The connection was probably lost in the course of the transaction. Please try again.
  • The transaction timed out. Please try again.

Technical errors

  • If you are not returned from the payment site to the website of the merchant/service provider, the transaction was unsuccessful.
  • If you have left the payment site, but return to the payment site using the browser's back, reload or refresh function, the system will automatically refuse the transaction for security reasons.

What should I do if the payment procedure is unsuccessful?

A transaction ID is generated for every transaction, and we recommend that you make a note of this. If in the course of the payment attempt the transaction is refused by the bank, please get in touch with your account-keeping bank.

Why do I have to get in touch with my account-keeping bank if the payment was unsuccessful?

In the course of the card check, the account-keeping (card-issuing) bank notifies the (accepting) bank of the merchant collecting the amount whether the transaction may be executed. The accepting bank cannot give out confidential information; only the bank that identifies the card holder is entitled to do so.

What does it mean if I get an SMS text message from my bank on the reservation/blocking of the payable amount, but the merchant/service provider indicates that payment was unsuccessful?

This can happen if the card check has taken place on the payment site, but you have not returned to the website of the merchant/service provider. In this case the transaction is classified as incomplete, and as such it is automatically deemed unsuccessful. When this happens, the amount is not charged to your card, and the reservation is lifted.

SECURITY

What do VeriSign and 256-bit encrypted TLS communication channel mean?

TLS is the abbreviation for the Transport Layer Security, the approved encryption process. Our bank has a 256-bit encryption key, which protects the communication channel. The company VeriSign enables CIB Bank to use the 256-bit key with which we ensure the TLS-based encryption. At present, 90% of the world's electronic commerce uses this method of encryption. The browser program used by the shopper encrypts the card holder’s data using TLS prior to sending, so that all the information is transmitted to CIB Bank in encrypted form, rendering it undecipherable for unauthorised persons.

After the payment, my browser warned me that I'm leaving a secure zone. Is the security of my payment still assured?

Absolutely. The payment process takes place via a 256-bit encrypted communication channel, so it's totally secure. After the transaction, you're returned to the merchant's website, and if the merchant's website isn't encrypted, your browser will warn you that you're leaving the encrypted channel. This doesn't represent a threat in terms of the security of the payment.

What's the CVC2/CVV2 code?

At MasterCard this is short for Card Verification Code, and at Visa, for Card Verification Value, and it is a numerical value coded onto the magnetic stripe of the bank card, which can be used to determine the authenticity of the card. The CVC2 code, which is the last three digits of the number printed on the reverse of MasterCard/Maestro cards, must be provided in the course of internet purchases.

What does Verified by Visa mean?

Visa card holders who are registered in the Verified by Visa system can choose a password at the bank that issues the card, which they use to identify themselves when making internet-based purchases, and which protects against the unauthorised use of Visa cards. CIB Bank accepts cards issued under the Verified by Visa system.

What does MasterCard SecureCode mean?

Mastercard/Maestro card holders who are registered in the Mastercard SecureCode system can choose a password at the bank that issues the card, which they can use to identify themselves when making internet-based purchases, and which protects against the unauthorised use of Mastercard/Maestro cards. CIB Bank accepts cards issued under the Mastercard SecureCode system.

What is the UCAF code?

If you have a MasterCard/Maestro card, you may have received an individual code from your card-issuing bank. If you didn't, just leave the field blank.