1. What is the current situation at the border?

Traffic restrictions apply only to freight transport. Passenger traffic is unrestricted. All scheduled flights are taking place; you can check with the competent authorities for more information.

2. What baggage is included in the ticket?

Each carrier has different baggage rules. Usually, it is one suitcase and hand luggage. To find out more, please call or write to our support team. This information, as well as other relevant data, will be indicated in your booking.

3. What discounts are available for tickets?

Most carriers offer discounts of up to 50% for children’s tickets; the discount amount depends on the child’s age.

You can view the details when booking a ticket, in the ticket discounts section, or check with the carrier by phone.

4.  Do buses arrive on time?

The carrier is not responsible for delays in travel and late arrival at the stations of destination if this is due to circumstances beyond their control (in particular, delays in crossing borders, weather conditions, traffic jams, actions of government agencies, road repairs, actions of passengers that affected the occurrence of these circumstances, etc.)

5. What buses are used for transportation?

Transportation is carried out by large Euro-class buses with air conditioning and Wi-Fi, gadget sockets, and toilets.

6. What documents are required to cross the border?

A valid biometric passport or visa is required.

We emphasize that the carrier is not responsible for the passenger’s documents and for crossing the border, so before buying a ticket, please consult the hotline of the State Border Guard Service of Ukraine (SBGS) — 1598, free of charge from your mobile phone. If the passenger is disembarked while crossing the border due to the passenger’s fault, the ticket is not refundable.

7. Do I need to print the ticket?

Currently, special travel conditions apply because of martial law, and it is not necessary to print tickets. You can provide them in electronic form.

8. Is it possible to transport animals?

If you are planning a trip with an animal, we recommend that you prepare a veterinary passport with vaccination records, a health certificate, a carrying bag or a cage in advance.

The ability to transport animals is determined by each carrier individually. There are carriers that transport animals, and there are those that do not provide this service. You should find out about the peculiarities of transporting animals in advance before buying a ticket for your chosen flight because an additional fee may often be charged. You may have to book a ticket at a standard price or at a discount price.

The carrier has the right to regulate the rules for transporting animals on their buses, so you should check this information individually.

9. Can a minor child travel unaccompanied?

We can transport children under the age of 16 on the bus unaccompanied. But different countries have different rules. Therefore, it is currently known that children returning to Ukraine (with Ukrainian citizenship) can travel alone or accompanied by their parents (or one of the parents) without additional permits.

Other conditions apply to leaving Ukraine. You will be crossing the border of Ukraine and the border of the country you are entering, so you need to find out the rules set by the border services of each country.

This applies to both traveling with a parent and traveling unaccompanied.

We emphasize that we are not responsible for the passengers’ permits. All information provided by us is for guidance only.

10. What can and cannot be transported?

Severe restrictions apply to food of animal origin. It includes, in particular, meat, lard, milk, yogurt, cheese, butter and canned meat, alcoholic beverages (no more than 1 liter per person), and tobacco products (no more than 2 packs per person). It is forbidden to transport items of cultural, artistic, or historical value without a permit, as well as medicines. Money and valuables are subject to declaration.

It is strictly forbidden to bring into the territory of Poland such things as weapons, drugs, chemicals, and toxic substances.

Attention: The carrier is not responsible for the passenger’s cargo while crossing the border. Therefore, we advise you to check with the competent authorities (border guards of the respective countries) for details regarding the goods prohibited for transportation.

11. Is it possible to delay the bus departure?

Buses usually follow a strict schedule. If you are late, please contact your manager as soon as possible. The carrier may be able to wait a few minutes.

12. What is included in the ticket price?

The ticket price includes a seat in a comfortable long-distance bus, insurance, luggage space for one suitcase, hand luggage, a soft folding chair, plenty of legroom, seat belts, air conditioning and heating, free Wi-Fi, and sockets for charging gadgets.

13. Where and when can I find out information about the bus (bus number, platform, color)?

Information about the trip, bus brand, available services, and amenities provided by the carrier is displayed on our website when you purchase a ticket.

After purchasing a ticket, you will see the contact number of the carrier, which can be used to clarify additional details.

14. How do I find out the bus route and stops?

In the schedule and in the section with information about the trip, we indicate the entire route and stops that the carrier provides to us.

Please note that only the carrier regulates the route and stops, as well as determines the possibility of disembarking and embarking outside the specified route points.

You can ask additional questions about the stops or clarify the route by calling the contact number of the carrier indicated on the ticket.

15. How well in advance should I arrive at the bus station?

Carefully read the information on the ticket. In some cases, the carrier indicates the mandatory time by which you must arrive at the bus departure point and check in for boarding.

In other cases, we recommend that you arrive at the departure address at least half an hour in advance.

16. Is there Internet access on the buses?

Yes, all our buses are equipped with Internet modems with the possibility of connecting via Wi-Fi.

However, you should keep in mind that the quality of the connection is not ideal, as the route passes through mountains, tunnels, and road sections that do not always have Internet coverage. The quality of the Internet also depends on the number of users connected simultaneously. We would like to emphasize the impossibility of watching movies or YouTube. The signal power is designed only for using instant messengers or reading the news.

17. What are the requirements for a passenger?

A passenger must arrive for boarding no later than 30 minutes before the bus departure. In case of late boarding, the responsibility falls on the passenger.

It is prohibited to smoke or consume alcoholic beverages and drugs in the bus cabin and toilet while traveling.

The contract for the carriage of passengers by road may be terminated at the initiative of the road carrier or the driver of the vehicle if a passenger:

• is in a state of alcoholic or narcotic intoxication (in accordance with the Law of Ukraine “On Road Transport” No. 1812-VIII, Article 42);
• violates public order, disturbs the peace, or creates a danger to other passengers by their actions;
• presents baggage prohibited for transportation or baggage that does not meet the established standards in terms of dimensions;
• violates other requirements of the rules for the provision of passenger road transport services.

In case of failure to comply with these requirements, the company has the right to remove the passenger from the flight without a refund.

18. What should I do if I make a mistake in my first name or last name?

If you notice a mistake in your ticket, please contact our support team and report the problem. But don’t worry. An inaccuracy in the last and first names on the ticket does not affect your border crossing.

19. How do I use the restroom on the bus?

If necessary and only for the purpose intended, passengers can use the restroom on the bus.

Passengers must follow the following rules when using the restroom:

• Passengers must disinfect their hands before entering and leaving the restroom;
• Passengers must leave the toilet clean after use;
• Passengers should use the dry closet only for sanitary needs;
• Passengers are not allowed to throw away or leave any objects in the dry closet;
• Passengers must close the door of the toilet after use.

Compliance with these rules will help passengers use the restroom safely and comfortably throughout the entire route.

We also emphasize that, if possible, passengers are encouraged to use restrooms during sanitary stops (located at gas stations and bus stations).

20. Can I carry cash, precious metals, and securities?

According to customs regulations, national currency (hryvnia) and foreign currency in cash are considered cash.

Individuals have the right to export cash currency and precious metals from Ukraine in an amount (value) not exceeding the equivalent of €10,000 without a written declaration.

Please note that:

• The limit of €10,000 applies to both cash and precious metals.
• You can move across the border cash resources and precious metals with a total value not exceeding €10,000 without declaring them. If the total value is equal to or higher than €10,000, a declaration is required.
• The conversion of cash and precious metals into euros is carried out at the official UAH/€ exchange rate or at the cross rate on the day of crossing the Ukrainian border.

If you export cash and precious metals in excess of €10,000, the entire amount must be declared. Along with the completed declaration, a resident must have supporting documents:

• Cash withdrawals from their bank accounts (as well as receipts for currency exchange transactions with this cash if such transactions are carried out) only for the amount exceeding the equivalent of €10,000 on the day of export;
• Purchase of precious metals from banks by this person only for the amount exceeding the equivalent of €10,000 on the day of export.

Documents confirming the withdrawal of cash from their bank accounts for the purpose of exporting it are valid for 90 calendar days from the date of withdrawal.

Children under the age of 18 are entitled to move cash. Currency valuables must also be declared if their value is equal to or exceeds €10,000. A written declaration on behalf of a person under the age of 16 is made by their legal representative.

The declaration must also be filled out when exporting payment documents and securities (shares, bonds, etc.) denominated in the currency of Ukraine, in foreign currency, or precious metals, the total invoice value of which exceeds the equivalent of €10,000, from Ukraine.

Individuals have the right to export cash currency and precious metals not exceeding the equivalent of €10,000 from Ukraine without a written declaration, and the declaration must be accompanied by documents confirming cash withdrawals from their accounts and the purchase of precious metals.

21. How can I change the date or time of departure?

To change the date and/or time of departure in your booking, you need to contact our support team by calling or writing to Viber or Telegram. We will help you make changes to your booking and send you new tickets.

22. My flight was canceled. What should I do?

If the flight is canceled by the carrier, we contact the passenger and inform them in advance. If your reservation is paid for, the funds will be returned to your card from which the payment was made. Our customer support team will also promptly help you find an alternative trip for your route.

23. What are the refund conditions for a paid ticket?

Refund conditions for paid tickets are determined by each carrier individually. They are specified in the detailed information for each flight. Depending on the remaining time before departure, the ticket retention rate is set — the amount charged from the passenger in case of ticket refund.