General Terms and Conditions (GTC) of Twiliner AG for Passengers

1. Scope of application

Twiliner AG (“Twiliner”) sells tickets for international coach services and acts as the carrier in the sense of EU Regulation No. 181/2011.

These General Terms and Conditions (“GTC”) apply to all contracts for the transport of passengers and their luggage on Twiliner’s routes, as well as to all related services. The version of the GTC in effect at the time of booking shall apply.

In case of discrepancies between the English and German versions of these GTC, the German version shall prevail.

2. Conclusion of contract and right to carriage

A transport contract between the passenger and Twiliner is concluded upon purchase of a ticket and confirmation of acceptance by Twiliner. The right to carriage exists only with a valid ticket issued in the passenger’s name.

The name entered in the booking system must match the name on the ticket and the official ID. If the name on the original ticket is changed, only the most recently issued, correctly named ticket is valid. All previously issued tickets become invalid. Twiliner is entitled to request official identification to verify this.

Each booking includes an individually assigned, numbered seat. Passengers are only entitled to occupy the seat stated on their ticket and must use that seat. Changing seats without permission is only allowed with the driver’s approval.

The driver reserves the right to reassign seats at any time, for example, to accommodate persons with reduced mobility.

3. Ticket categories, cancellation and rebooking

Cancellations or rebookings can be made online or via customer support (service@twiliner.com). The decisive factor is the time the request is received.
Depending on the fare category booked, the following rules apply:

• Non-refundable: No cancellation or refund possible.
• Semi-Flex: Free cancellation up to 30 days before departure.
• Flex: Free cancellation up to 72 hours before departure.

According to Article 16 lit. l of EU Directive 2011/83, there is no right of withdrawal for transport contracts with a fixed date of service. Refunds or cancellations are therefore only possible according to the terms of the booked fare category.

A name change is possible for all ticket categories up to 24 hours before departure for a fee of CHF 30.

Refunds are issued to the payment method provided at the time of booking. Twiliner reserves the right to charge a processing fee.

4. No-show or late arrival

Passengers are advised to arrive at the departure point 15 minutes before departure.
If the passenger is not present at the specified departure location at the scheduled departure time, the right to carriage expires without entitlement to a refund. The seat may be given to other passengers.

Passengers are responsible for informing themselves about entry and travel regulations for the destination and transit countries by contacting embassies or consulates or consulting europa.eu and ch.ch. Passengers are solely responsible for carrying valid travel documents and complying with all entry requirements. Twiliner assumes no liability for delays or denied boarding due to missing or invalid documents.

5. Luggage

The ticket price includes:

• One piece of hand luggage (max. 5 kg, dimensions: 50 x 30 x 20 cm) per person. Hand luggage is usually permitted in the passenger area and must be stored under the front seat or in the overhead compartment. If space is unavailable, it must be stored in the luggage compartment.
• One large piece of luggage (max. 23 kg, dimensions: 80 x 50 x 35 cm).
• Additional luggage may be transported for a fee, provided space is available. Additional pieces must be booked in advance via the booking tool or onboard shop.

Legally prohibited or dangerous items may not be transported. Twiliner reserves the right to refuse transport of such items at its reasonable discretion.

6. Passenger duties and onboard conduct

Passengers must follow the driver’s instructions at all times for safety and order. Twiliner may exclude passengers who are heavily intoxicated, pose a safety risk, or refuse to follow instructions. No refund or compensation will be issued in such cases.

Unaccompanied minors under 16 years require written consent from their legal guardians. Without it, Twiliner may refuse carriage.

Twiliner may deny boarding if a passenger’s medical condition poses a risk to themselves or others.

All passengers must fasten seat belts as required by law or Twiliner regulations.
Passengers must adhere to break times provided by the driver. The driver is authorized to depart if a passenger does not return on time. Twiliner is not liable for passengers left behind after break times.

Considerate behavior is expected. In particular:

• No loud phone calls or music; quiet hours begin at 11:00 p.m.
• Maintain cleanliness in restrooms and wardrobe areas.
• Smoking is prohibited, including e-cigarettes.
• Theft or removal of Twiliner property (pillows, blankets, etc.) will be reported.
• Serious misconduct may result in exclusion from further travel.
• Pets are not allowed. Assistance dogs (e.g. guide dogs) are transported free of charge and independently of general rules, provided proof of training is presented.

7. Delays, interruptions, and force majeure

For delays of more than 2 hours, cancellations, or overbooking, passengers are entitled to a refund or alternative transport, and potentially compensation of 50% of the fare, pursuant to EU Regulation No. 181/2011.

If departure is delayed by over 90 minutes or cancelled at short notice, passengers are entitled to free meals and beverages proportionate to the wait time, subject to availability, and accommodation if needed, limited to 2 nights at up to EUR 80 per night.

These compensations do not apply to passengers with open-date tickets without a set departure time.

No compensation is owed in cases of force majeure. Force majeure includes natural disasters, extreme weather, official orders, political unrest, strikes, pandemics, or other unforeseeable events beyond Twiliner’s control.

8. Passengers with Disabilities or Reduced Mobility

Twiliner transports passengers with disabilities or reduced mobility in accordance with EU Regulation No. 181/2011. Rights including non-discrimination, boarding assistance, and compensation for damaged or lost mobility aids apply without restriction.

If carriage is not possible for operational or safety reasons (e.g. inaccessible vehicle or station), Twiliner may deny carriage. In such cases, the ticket price will be fully refunded. Further claims are excluded where legally permissible.

Passengers requiring assistance or traveling with a wheelchair or service animal must notify Twiliner at least 36 hours in advance (support@twiliner.com). Twiliner buses are not equipped with specific wheelchair spaces.

Passengers with recognized disabilities or severely reduced mobility may bring a companion free of charge, provided they present proof of need (e.g. ID indicating “requires companion” or a medical certificate). Free travel for a companion is only guaranteed if two adjacent seats are available at the time of booking. Twiliner recommends booking early. If no adjacent seats are available, Twiliner may refuse transport of the companion without liability.

Wheelchairs or mobility aids must be foldable and non-electric to be transported in the luggage compartment. Twiliner is not liable for damage resulting from poor packaging, unreported special conditions, or defects in the aid.

Liability for loss or damage to mobility aids is limited to replacement value or repair costs. A suitable replacement will be provided within a reasonable time if possible. Further compensation, especially for immaterial damages, is excluded unless mandatory law provides otherwise.

9. Lost Property

Twiliner assumes no liability for lost or forgotten items. Found items are collected centrally. Inquiries may be directed to service@twiliner.com.

10. Voucher

Vouchers are valid for two years from the date of issue, are non-refundable for cash, and cannot be combined. Lost or stolen vouchers will not be replaced.

11. Liability of Twiliner

Twiliner’s liability for death or personal injury, or for lost or damaged luggage, is excluded to the maximum extent permitted by law.

In particular, liability for such cases is limited – subject to mandatory legal provisions – to EUR 220,000 per passenger and EUR 1,200 per item of luggage.

Liability for loss, confusion, or theft of luggage only arises in cases of gross negligence or intent.

In the event of an accident, cancellation, or departure delay, costs for support services (e.g. meals, accommodation) are limited to EUR 80 per night per passenger for a maximum of two nights.

12. Data Protection

Twiliner’s privacy policy applies: https://www.twiliner.com/privacy-policy/

13. Amendments to the GTC

Twiliner reserves the right to change these GTC at any time. The version valid at the time of booking shall apply. Updates will be published on the website.

14. Applicable Law and Jurisdiction

Swiss law applies to all disputes between the passenger and Twiliner. The place of jurisdiction is Twiliner’s registered office in Zurich, to the extent permitted by law.

15. Severability Clause

If any provision of these GTC is or becomes invalid, the remaining provisions remain unaffected.

16. Enforcement Bodies

Pursuant to EU Regulation No. 181/2011, complaints that cannot be resolved directly with Twiliner may be submitted to the relevant national enforcement body of the respective country:

• Switzerland: Federal Office of Transport (BAV), Legal Department, Mühlestrasse 6, 3063 Ittigen, www.bav.admin.ch
• France: Direction Générale des Infrastructures, des Transports et de la Mer (DGITM), Tour Séquoia, 92055 La Défense Cedex, www.ecologie.gouv.fr
• Luxembourg: Ministry of Mobility and Public Works, Department of Transport, 4, Place de l’Europe, L-1499 Luxembourg, www.transport.public.lu
• Belgium: Federal Public Service Mobility and Transport, Rue du Progrès 56, 1210 Brussels, www.mobilit.belgium.be
• Netherlands: Human Environment and Transport Inspectorate (ILT), P.O. Box 16191, 2500 BD The Hague, www.ilent.nl
• Spain: Ministry of Transport, Mobility and Urban Agenda, Subdirectorate General for Land Transport Inspection, Paseo de la Castellana 67, 28071 Madrid, www.mitma.gob.es