MODIFICATION AND CHANGES

  • Can I cancel my OUIBUS booking?

    OUIBUS reservations are non-refundable. However, you may postpone your trip as long as you pay the difference between your original reservation and your new reservation. You may change your travel dates or passenger name up to thirty minutes before the departure of your OUIBUS:

    • via "my bookings" on OUIBUS.com
    • by contacting Customer Services, from Monday to Saturday from 07.30 am to 07.00 pm on 0844 369 0 379 (£0,05/min. plus network extras).
  • Can I change my reservation at the station or ticket vending machine?

    The modification of your reservation is only possible up to thirty minutes before the departure of your OUIBUS:

    • via "My bookings" on OUIBUS.com;
    • by contacting Customer Services, from Monday to Saturday from 07.30 am to 07.00 pm on 0844 369 0 379 (£0,05/min. plus network extras).
  • How can I add or remove an item of luggage?

    If you want to register a 2nd item of luggage or cancel a ‘guaranteed 2nd item of luggage’ on your booking, please follow these instructions:

    • Go to "my bookings" and enter your booking reference as well as the e-mail address you used when making the booking.
    • Select "Change the services" in the left-hand column.
    • Add or remove a service and allocate it to the passenger in question.
    • Confirm and check the service allocated to each passenger.
    • Now click "Next" and enter your payment method.

    All you have to do now is confirm your payment.

  • How can I change my OUIBUS trip?

    You may change your OUIBUS reservation under the "My bookings" heading of OUIBUS.com up to thirty minutes before the departure of your bus. How to go about it?

    On OUIBUS.com

    1. Select "Modify my reservation" in the left-hand column.
    2. Choose the journey you want to change (outbound and/or return). If the cities do not appear in the drop-down menu please use Mozilla Firefox, Chrome or Internet Explorer 7, 8 or 9.
    3. Select the changes that you would like to make (departure and/or arrival station, travel dates), then click on "Search".
    4. Choose the new coach from those proposed and click Continue".
    5. Select any additional services you wish to add to your booking as well as your seat on the coach, then accept the General Terms and Conditions and click "Validate payment".

    By telephone

    By contacting Customer Services, from Monday to Saturday from 07.30 am to 07.00 pm on 0844 369 0 379 (£0,05/min. plus network extras).

    For any change to the bus line (departure and/or arrival city) or travel times, you will be charged:

    • €5 in processing fees if you make the change on OUIBUS.com (£5 when performing the operation from London);
    • €10 in processing fees if you make the change by telephone with our Customer Service (£10 when calling from London);
    • Any difference in price between your original reservation and your new reservation.
  • How can I change the passenger name on my reservation?

    You may change the first name and surname of the passenger travelling with you up to twelve hours after placing your order. After this time limit, you will be charged:

    • € 5 if you change or modify your booking on OUIBUS.com (£ 5 for departures from London);
    • € 10 if you change or modify your booking via Customer Services, by telephone (£ 10 for departures from London);

    You can change your booking up to 12 hours before your OUIBUS coach leaves. Once you have made the change, you will receive a confirmation e-mail. Remember to bring a valid form of identification for yourself and each passenger who will be travelling with you.

    If you wish to change your booking online, go to "My bookings", enter your booking reference and your e-mail address and then select "Change the passenger information".

  • How long do I have to change my reservation before my bus leaves?

    Modifications may be made up to thirty minutes before the time of departure of your OUIBUS:

    • via "My bookings" on OUIBUS.com;
    • by contacting Customer Services, from Monday to Saturday from 07.30 am to 07.00 pm on 0844 369 0 379 (£0,05/min. plus network extras).

     

    If you wish to modify your trip (times, city of departure or arrival), in addition to the possible price difference between your former reservation and the new one, you will be charged:

    • € 5 if you change or modify your booking on OUIBUS.com (£ 5 for departures from London);
    • € 10 if you change or modify your booking via Customer Services, by telephone (£ 10 for departures from London).

     

    Please note: you may only modify your reservation while seats remain available.

  • I have lost my booking reference. What should I do?

    If you have kept your booking confirmation e-mail, you will find your booking reference in the blue box marked "Booking reference".

    You can obtain your booking confirmation e-mail at any time. Just go to "My bookings" and enter the following information:

    • your surname and first name;
    • your departure and arrival coach stations;
    • the departure date of your OUIBUS coach.

    Now just send your request. You will receive your new booking confirmation e-mail after a couple of minutes.

    If the cities do not appear in the pull-down menu please use Mozilla Firefox, Chrome or Internet Explorer 7, 8 or 9.

  • My payment failed while changing my tickets. What should I do?

    If your payment by bank card failed while making you OUIBUS booking, there may be a number of different reasons for this:

    • Booking limit: You have reached the OUIBUS limit of 3 orders per day and per bank card. Please book again using another card or on another day.
    • Debit limit: You have exceeded your online payment limit. Please contact your bank to check the status of your account.
    • Mistaken entry: Check your card number as well as the expiry date and the security code and try again.
    • Type of card: The card you have chosen to pay for your purchase is not accepted by OUIBUS. OUIBUS accepts the following methods of payment: Visa, Visa Electron, Carte Bleue and MasterCard, as well as OUIBUS vouchers. You may also use iDEAL, Maestro or Bancontact/Mister Cashpay to pay for your online reservation from a desktop computer. However, these payment methods are not yet available on the mobile website or tablet devices.

    Important: you have made a change to your itinerary. Your original reservation has been cancelled and is no longer valid. Your new booking is awaiting payment. A booking confirmation e-mail will be sent to you when payment has been received.

    If you have used a voucher and the payment of the outstanding amount fails, your voucher is considered void. Please contact Customer Services to obtain a new voucher:

    • by telephone, from Monday to Saturday from 07.30 am to 07.00 pm on 0844 369 0 379 (£0,05/min. plus network extras)
    • fill in our contact form on OUIBUS.com.
  • What are the fees for a change to your reservation?

    For any modification to your trip, you will be charged:

    • €5 in processing fees if you make the change on OUIBUS.com (£5 when performing the operation from London);
    • €10 in processing fees if you make the change by telephone with our Customer Service (£10 when calling from London).
    • Any difference in price between your original reservation and your new reservation.
  • What kind of changes can I make?

    Seats on an OUIBUS are non-transferable and non-refundable. The identity of each of the passengers is checked before boarding your OUIBUS. You can postpone your journey and change the name of the passengers up to 30min before your OUIBUS coach leaves. Any changes can be made as follows:

    • via "My bookings" on OUIBUS.com;
    • by contacting Customer Services, from Monday to Saturday from 07.30 am to 07.00 pm on 0844 369 0 379 (£0,05/min. plus network extras).

    For any change to the bus line (departure and/or arrival city) or travel times, you will be charged:

    • €5 in processing fees if you make the change on OUIBUS.com (£5 when performing the operation from London);
    • €10 in processing fees if you make the change by telephone with our Customer Service (£10 when calling from London).
    • Any difference in price between your original reservation and your new reservation.

    Please note: you may only modify your reservation while seats remain available.

  • Where can I find my OUIBUS booking reference?

    You will find your reservation number in the travel information that OUIBUS sent to your email address after the reservation. The 6-digit code can be found in the blue box marked “Booking reference”.

  • Why do I have to pay €10 to change my reservation by telephone?

    Whether you make changes by telephone or on OUIBUS.com, modifying your itinerary involves processing costs for OUIBUS. If you choose to change your booking via Customer Services, you will receive assistance from an OUIBUS advisor. The charge for changing tickets by phone is therefore higher than the charge for changing them on OUIBUS.com. We recommend that you change tickets online via "My bookings".

  • Why must I pay a fee to change my ticket on OUIBUS.com?

    OUIBUS tickets may be changed but are not reimbursable. There is a charge for changing your booking. Find out more