Rules for passenger transport of Arda-Tour company.
1. Used terms in the rules
In the rules the following terms are used:
1. 1. Time of departure – it's the time (exact hour) indicated in the ticket, as the earliest possible time of the bus leaving. It can be changed to a later time by different reasons, not depending on the travel agency.
1. 2. Deviation from the travel schedule (delay) - a deviation from the travelling schedule is the time exceeding up to 10% of the total set travel time, but not less than an hour
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1. 3. Discount- it’s a discount of the price, which is given to a certain group/category of passengers as in cases of a promotional actions and in particular situations.
1. 4. Luggage- the passengers’ personal belongings packed in bags and suitcases.
1. 5. Ticket- a contract between the passenger and and the travel agency, which is giving the passenger the right to use the bus trip only in correspondence with the information, recorded on the ticket as a name and family name of the passenger, travelling route, date and time).
1. 6. Delay -see deviation from the travelling schedule.
1. 7. Load - personal belongings, which are not packed in bags and suitcases, or some other objects, which are not for personal use (goods, freights, containers and other objects).
1. 8. Schedule– a traveling plan in which the movement, the stops and their points on the movement route of the bus (vehicle) are indicated. The days and time of the travel are also indicated in this plan.
1. 9. Route – a planned way of moving of the vehicle between two end points of movement.
1. 10. Travel agency – a company, which takes the responsibility for the transportation on passenger's request, with contract with the passenger or by other virtue of the law .
1. 11. Passenger – a person, who according to the contract or any other legal reasons uses the vehicle for transport or carriage of luggage and also for other services, performed by the travel agency.
1. 12. Time of arrival– the time of bus arrival in the specified town, which is indicated tentative, based on the plannings of how much time is needed to be performed the corresponding roadway intervals, in obeying the law of the road movements /traffic rules/ and paying attention to the road circumstances or other conditions. The time may be changed by any reasons which are beyond control or are unpredictable by the transport agency.
2. Rules in action
2.1. These rules determine the rights, liabilities and responsibilities of the passenger and the travel agency and are valid for the transport with the Arda-Tur's buses. For tickets purchased at a time of promotions special rules are possible, for which the passenger is additionally informed and which are indicated on the ticket, purchased at a time of promotional actions. If in the special rules it is set another order, in this case it is necessary apply particular rules.
2.2. In case of applying any changes of the rules for passenger's transportation, for tickets purchased earlier , the operating rules at the time of the ticket purchase are valid.
2.3. The part of the rules noted on the ticket cover are only for informational purposes. If the information on the ticket cover is not corresponding with the information in the basic rules for transportation of passengers, caused by any changes made, the only true valid ones are the published in the website rules at www.ardatur.bg.
2.4. In cases of special terms in the legislation of different countries some of the items in the rules cannot be acceptable for all the parties and in this case it is additionally specified.
3. Time of the trips
3.1. Responsibilities of the passenger- to keep the ticket till the end of the trip and to present it to the controlling services.
3.2. The passenger has to be on the place of the bus departure, indicated on the ticket and to be registered by the bus-hostess not later then 10 minutes before the departure time set on the ticket.
3.3. The travel agency engages with bus stops or technical stops not less than on every 4,5 hour (with a permission of Traffick Police) and if they are not threatening the safety of the passengers and their belongings.
3.4. The time of arrival and the time of departure for every stop, which are not end stops can be appointed in the ticket offices of Arda Tour company, or if following the tickets instructions.
3.5. It's permitted to carry three units of luggage with total volume not exceeding 0,2 m3 with no limit of the weight for free. The hand luggage which can be situated in the bus hall with the passenger must not exceed 5 kg. and its dimensions cannot be more than 60x40x20cm.
3.6. An extra luggage or freight is acceptable for transport only in cases of free space available in the luggage compartment of the bus and after an extra payment. More detailed information about the transportation of luggage or freight and also the fares is available in the ticket offices/centers and in the website:www.ardatur.bg .
3.7. During the transportation of the luggage and freight in the luggage room, the transport agency takes the responsibility only for the presence of the luggage units or the freight, but it do not guarantee its wholeness or preserved capacity. Only the passenger himself is responsible for the preservation of his hand luggage.
3.8. If the passenger comes for the trip in a drunken state, behaves an inadequate way or his IDs necessary for the border passage are missing, the travel agency has the right to terminate the transportation contract unilaterally. In that case the passenger is not allowed to travel. The bus-hostess notes on the ticked the reason for the terminating of the contract and the passenger with such a ticket may turn to the ticket offices of Arda Tour, in case of claims, for the certain case to be inspected.
3.9. During the trip it is forbidden to the passengers:
3.9.1. To carry animals, materials or objects, dangerous for the human health and also such staffs or goods which may cause damages to the luggage of the other passengers.
3.9.2. To use concentrated alcoholic drinks;
3.9.3. To smoke in the bus hall or in the toilet room;
3.9.4. To disturb the crew with their behaviour or to cause inconvenience to the rest of the passengers;
3.9.5. To set their feet on the seats or to to block the passages between the seats in the bus.
3.10. If there occur any troubles between the authorities and the passenger during the trip or if the passenger violates the transportation rules, the bus crew has the right to force the passenger down оr to keep the instructions of the authorities. In this case the cost of the trip is not refunded.
3.11. Special rules:
3.11.1. The passengers with seat numbers from 1 to 4 are obeyed to put on the safety belts , if the bus has such equipment.
3.11.2. On the seats with numbers from 1 to 4 only persons over 14 years old are allowed to sit;
3.11.3. Children under 14 years old are allowed to travel only with attendance of an adult;
3.11.4. Children under 7 years old travel with a 50% discount of the ticket price, but with a right to have a seat.
4. Purchase and refunding of the ticket, change of the recorded information in it.
4.1. The travel agency is responsible only for the passenger to be brought to the indicated in the ticket destination. The price of the ticket does not include the passenger's health or luggage insurance, for the insurance you need to make a contract an insurance company additionally. In the price of the ticket additional service is included (hostess, refreshment bar, video, music, magazines, toilet room, air-conditioner).
4.2. If the ticket is purchased with a discount, during the trip you need to have the document confirming the validity for the discount application. If on the trip there are also provided discounts for particular age groups (children, young people. persons older than 59 years old), the discount is applied in correspondence with the age at the moment of the initial trip.
4.3. If the information, indicated on the ticket does not correspond with the parameters of the trip or with the documents, presented by the passengers then the passenger has not the right to make the trip or there has to be made an extra payment, so the charge to be changed from the previous one on the ticket till it corresponds to the real data.
4.4. All the seats in the bus are equally comfortable. In case of necessity the travel agency has the right without previous warning to change the indicated on the ticket seat.
4.5. By extra payment with 10% of the ticket charge the name and the family name of the passenger can be changed (till the moment of the initial trip), as keeping the rest parameters (route, endpoint of the travel, destination and rate category). This service is available only in the ticket offices of Arda Tour.
4.6. Till the time of the initial trip the place of departure and arrival can be changed on the ticket within the way of the route. This service is only available in the ticket offices of Arda Tour. If the altered ticket costs more the passenger has to pay the price divergence and if it's cheaper, there is no refund of the difference.
4.7. Lost tickets are restored at the ticket offices, from which they were purchased, in accordance with the rules of the company. For the restored tickets it is not possible to be turned back and no compensation can be made for unused travel, also the date of departure is not possible to be changed.
4.8. The change of the departure date may be made but not later than a day before the indicated travel time.
5. Cancellation of travel :
5.1. The cancellation of the ticket is necessary to be made before the departure of the bus. A compensation can be paid only for a cancelled ticket in due time. A refund is possible only for the full ticket price or for the return ticket, it is impossible cancel a ticket only for the initial trip (for the round trip tickets).
5.2. The trip can be cancelled:
5.2.1. At the ticket office, from which it has been purchased;
5.2.2. With the bus-hostess for the given trip, before the bus departure;
5.2.3. At the ticket office from which it has been purchased, in extreme cases when the passenger has not the capability to be on the place of departure, the trip can be cancelled at the ticket offices of Arda -Tour.
5.3. A compensation for unused trip is paid :
5.3.1. At the ticket office from which the ticket has been purchased as presenting the ticket with an assumed cancellation, cash voucher and an identity document ( identity card or driving license);
5.3.2. A compensation can be made within 6 months from the day of the assuming the cancellation;
6. A compensation for an unused ticket:
6.1. 85% of the cost for the trip of the final cancellation is made a day before the bus departure. (there is an exception for the prepaid tickets purchased online with a discount).
6.2. 50% of the cost for the trip if the cancellation is made on the day of the bus departure ( the clauses are valid for all the tickets, purchased online with a discount for an advance payment and which can be still refused).
6.3. After the bus departure there are no refunds for unused trip, although if within a month the passenger presents a justifying document at the ticket offices, confirming that the reason for the unused trips is an accident or some acute illness so the trip can be moved to a later date. It is impossible to be annulled or compensated.
6.4. If the departure time indicated on the ticket is not observed by fault of the travel agency during the route movement, the passenger has the right to refuse the trip and presenting the ticket with a made up rejection he may be compensated with 100% refund of the ticket price.
6.5. If the trip is canceled by the fault of the travel agency, the refund is 100% of the ticket price and compensation can be made for the direct costs to the place of departure in the presence of confirming documents.
7. Order for consideration of claims.
7.1. Claims for deviation from the movement time-table are considered and can be compensated only in cases, when the last are by the fault of the travel agency.
7.2. Complaints and claims from passengers, referring to the travel must be addressed to the travel agency, which has been carrying out the trip. You can acquire the travel agency's address in the ticket office, from which the ticket was purchased or on its website www.ardatur.b. The travel agency is fully responsible for the quality of the transportation. Complaints can be raised in the end at every Arda Tour agency office within a month after the date on which the trip is made or you can turn to the central office at: Haskovo 6300, 45 Saedinenie Boul.. Complaints are considered in 30 days time after their receiving.
7.3. In case of the time of departure is delaying during the route by the travel agency's fault , there are two possibilities; the first is when the passenger's choice is e to take the trip- in this case claims for delay before the travel and on the place of the arrival are not accepted. If the passenger chooses not to travel, so he must act in accordance of clause 6.4 of the rules.
7.4. Emergency stops by reason of technical problems during the trip:
7.4.1. If the travel is interrupted by the travel agency's fault and the latter cannot ensure a transfer to another travel agency's bus and the passenger refuses to continue the trip he will be compensated for the rest of the trip in accordance with the ticket price or with a ticket for another bus (or train if there is no bus for the same route) to the end place of the trip, indicated on the travel agency's ticket.
7.4.2. If the trip prolongs and the arrival at the end point is delayed with more tan 10% of the total trip time the travel agency refunds this part of the ticket price, which equals the difference between the real and the planned time for the travel.
7.5. A responsibility of the passenger is to know all the information he is interested in before he purchases a ticket and also information about the performance of the trip, the exact route, the available bus service and the necessary documents for the passage of the boundaries and so on. The employee in charge for the customers' service can give such information oral or written within his competence in the ticket offices of Arda Tour.
7.6. A passenger's responsibility is to check the correct data on the ticket right after the receiving it. Later the changes are made in accordance with points 4.5 and 4.6 of the appointed rules.
7.7. The road courses and time-tables in the tickets and the information issues are appointed according to the plan and within the capacity of the bus to conform with the movement time-table be applied and their fulfillment is not warrantied. The travel agency has the right to change or cancel the trips or moving schedules without any advanced notification.
7.8. The travel agency do not take a responsibility for :
7.8.1. A deviation from the time-table, a vehicle not fed on due time, delays arisen from unpredictable circumstances ( including but not limited in weather conditions, traffic jams, actions of the authorities and so on ; also passengers actions, which are influencing the execution of the undertaken agreements) also other circumstances (technical failures of the bus on its way to the place of arrival ), which the travel agency has not predicted and prevented, despite of the undertaken precautions;
7.8.2. Any losses, which are arisen for the passenger by a reason of deviation in the movement time-table, with an exception of the cases of negligence and deliberately intentional unfulfilled liabilities from the side of travel agency;
7.8.3. Any unfulfilled transfers to any kind of transport in case of a deviation from the movement time-table, with an exception of the transfers indicated on the ticket of Arda Tour. If the passenger is not on time for the ensured transfer indicated on the ticket, Arda Tour company presents an alternative transport;
7.8.4. Any losses for the passenger arisen as a result of the criminal act of any person (including another passengers, traffic participants or the crew);
7.8.5. Any problems for the passenger arisen with the authorities in relation with his documents ( passport, visas, insurances and so on) or in relation with the contents of passengers' luggage;
7.8.6. any left or forgotten belongings in the bus hall.
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General conditions