PAYMENT, INVOICE AND COMPLAINTS

  • How can I contact OUIBUS Customer Services to obtain information, make a suggestion or submit a complaint?

    Please send your request in writing by post or fill in our contact form online.

  • How can I file a complaint?

    Please send any complaints in writing by post or fill in our contact form on OUIBUS.com.

  • How can I obtain an invoice for my purchases on OUIBUS.com?

    The travel information that you receive by email serves as an invoice. For further information:

    • contact 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)
    • fill in our contact form on OUIBUS.com
  • How does the 3D Secure system secure payments?

    When you make a payment using a debit card, Visa, or Mastercard, you are redirected to your bank's website. Your bank verifies your identity using a security check. Each bank has its own verification method, prompting you to enter your birth date, a code that you will have received by SMS, the answer to a personal question, or other additional information.

    This is your bank's way of making sure that your payment is being made by you, the cardholder.

    A bank will not request this confidential information by telephone. If you receive such a request, do not provide any information.

  • How does the 3D Secure system work?

    You may go about your purchase as usual: select your destination and the dates for the outward and return trips. Select the tickets and services of your choice.
    When you pay by card, simply provide the information requested. You will be redirected to your bank's website.
    If your bank's security check involves sending you a code by SMS, make sure that your mobile is switched on and that it is receiving a network signal. If you are abroad, make sure that you can receive an SMS from your home country.

    I have been asked to provide my confidential information by telephone. What should I do?

    Do not provide this information under any circumstances. No bank or legitimate person will request the information on your identification by telephone or email.

    How many payment attempts am I allowed to make?

    You have a maximum of three attempts to enter your information when you make a payment. Your card will be blocked as a security measure if you fail at all three attempts. In this case, please contact your bank.

  • I have left personal belongings on my OUIBUS coach. How can I get them back?

    You may speak to the OUIBUS reception staff upon your arrival or contact the assistance hotline indicated in your travel information. If you have already left the coach station, please contact Customer Services:

    • 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);
    • by filling in our contact form on OUIBUS.com.
  • My bank account has been debited several times for the same purchase following an OUIBUS reservation. What should I do?

    Please contact Customer Services:

    • 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).
    • by filling in our contact form on OUIBUS.com.
  • Questions?

    Save time! You will most certainly find the answer to your questions in the "Help" section.

  • What is the 3D Secure system?

    3D Secure is an authentication system that reinforces online payment security. It is also known as 3DS, Verified By Visa and MasterCard SecureCode. This system protects you from the fraudulent use of your payment card. OUIBUS uses it to help protect you from fraud.

  • Will I receive compensation when my coach is delayed?

    OUIBUS does everything in its power to keep to the timetables communicated when you book your journey. OUIBUS timetables have been drawn up to avoid traffic congestion as much as possible.

    OUIBUS has anticipated developments in European regulations regarding long-distance coach transport and will offer compensation for important delays in departure times or cancellations from 1 March 2013.

    If you have any queries or complaints, please don’t hesitate to contact Customer Services:

    • 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);
    • by filling in our contact form on OUIBUS.com .