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Travel terms

Luggage Pets Ticket Regulations Complaint Resolution
Official Documents and Files
Ticket Sales Regulations

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Complaint Resolution Procedure

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Baggage transport conditions for line services

General

These baggage transport conditions are established based on Public Transport Act § 72 paragraph 6 and are valid for passenger service in all Estonian Lines OÜ vehicles. The regulation applies to all passengers traveling on the carrier's long-distance and county lines. The regulation applies to all passengers traveling on the carrier's long-distance and county lines and drivers serving these lines.

Hand luggage transport in vehicle cabin
  • Free transport up to 40 kg
  • Sum of dimensions up to 200 cm
  • Mobility aids allowed
  • Musical instruments transport possible
  • Child accessories (strollers, sleds)
  • Skis in cover
  • Small animals in cages/boxes
Hand luggage must fit under bus ceiling, under seat or on lap
Hand luggage is under passenger's care and responsibility
Baggage transport in vehicle luggage compartment
  • Free transport up to 30 kg
  • Sum of dimensions up to 150 cm
  • Valuable electronic devices prohibited
  • Valuables (gold, silver, jewelry) prohibited
  • Coins and securities prohibited
  • Damage compensated up to 200 EUR
For valuable items, take as hand luggage
Luggage must be clean and must not damage luggage compartment
Special luggage and high-value luggage transport
Special luggage (allowed)
  • Bicycles (disassembled)
  • Baby strollers and carts
  • Skis, sleds, snowboards
  • Musical instruments
  • Golf bags
  • Fishing and diving equipment
High-value luggage (over 200€)
  • Must notify bus driver
  • Request receipt
  • Compensation up to 200€
  • Over 200€ only with insurance
Prohibited luggage
  • Radioactive substances
  • Explosives
  • Toxic materials
  • Flammable substances
  • Corrosive liquids
  • Volatile and soiling substances
  • Substances without proper packaging
  • Items damaging to bus
Damage reporting and compensation
Externally recognizable damage

Notify bus driver immediately upon leaving the bus and report in writing to the carrier the circumstances of damage occurrence and extent of damage.

Externally unrecognizable damage

Report to carrier within 14 days of leaving the bus in writing about damage and its extent.

Damage compensation: Compensated based on purchase receipts or other documents proving value. In absence of agreement, resolved according to civil code.

Traveling with pets

Small animal transport in vehicle cabin
  • Free transport for small animals
  • Dogs, cats, rabbits, rodents, fish, small birds allowed
  • Animal must be in cage, box, bag or aquarium
  • Dogs must wear muzzle
  • Dogs must be on short leash
  • One small animal per passenger
  • Sick animals prohibited
  • Staying on bus seat prohibited
Exception - staying on seat

In exceptional cases and with bus driver's consent, if complete cleanliness of seat is guaranteed. In this case, a full ticket must be purchased for the small animal.

Special case

Guide dog for visually impaired passenger travels free without additional conditions.

Cleanliness

Animal and its cage must be clean throughout the journey.

Responsibility: Passenger with small animal is fully responsible for animal's behavior and caused damage according to civil code.
Forbidden: Animal must not obstruct or disturb passenger movement or seating or cause damage in any other way. At bus driver's request, seat must be changed.

Estonian Lines OÜ Ticket Sales Regulations

✅ General Principles

A bus ticket grants the right to travel only on the specific route, date, and time indicated on the ticket.

Upon purchase, the ticket must be in the correct format: containing the ticket number, price, departure and destination info, bus operator name, departure time/place, and date. Zone numbers are indicated on zone tickets.

Estonian Lines OÜ accepts printed tickets, tickets displayed on a mobile app screen, and paper tickets purchased from bus stations.

🛒 Where and How to Buy a Ticket
  • From a ticket office at the bus station or a ticket machine;
  • Online, via the mobile app;
  • From the bus driver if vacant seats are available (cash or bank card).
⏳ Sales and Validity Periods; Returns, etc.
  • Sales start: Ticket sales usually begin at least 30 days before departure.
  • Sales end (ticket office): Ticket office sales usually end about 5 minutes before departure.
  • Sales end (web): Online or app sales end 5–15 minutes before departure.
  • Once purchased, tickets cannot be changed or exchanged for free.
  • If a ticket is lost, damaged, or destroyed, the right to travel is lost. No right to travel without presenting a ticket.
🎯 Discounts and Restrictions
When purchasing a discounted ticket, you must be able to prove eligibility. If not proven, the full price must be paid.
Right to free travel:
  • Preschool child
  • Child with a disability, person with a profound disability
  • Person with a profound or severe visual impairment and their companion
🔄 Ticket Returns and Cancellation

Tickets may only be returned or exchanged according to the bus company's or ticket platform's conditions.

  • Tickets bought online can be returned to the same company; a €1 service fee applies, and returns must be made at least 60 minutes before departure.
  • If bought from a bus station ticket office, the return is handled at the place of purchase.
  • Campaign tickets cannot be returned.
  • If the trip is skipped or cancelled, the ticket cost will be refunded at the point of sale.

Complaint Resolution Procedure

1. Submitting a Complaint

Complaints must be submitted in writing via email: info@estonianlines.eu

The complaint must include:

  • Complainant's name and contact details;
  • Content of the complaint (what happened, when, in relation to whom);
  • Desired solution (if any).
2-3. Registration and Initial Assessment

The received complaint is registered. Competence and sufficiency of info are checked; additional info is requested if needed.

4. Investigation

The processor collects necessary materials: explanations from drivers, documents, logs, GPRS data, and other evidence.

5-6. Decision Making and Response

A decision is made (justified / partially justified / unjustified) and measures are determined.

A written response is sent to the complainant, containing a summary of the investigation, the decision, and justifications.

7. Closing the Complaint

Complaint data is stored on the server for 30 days after resolution. Implementation of agreed improvements is monitored.

Deadlines

Main processing deadline:
30 days

In exceptional cases (complex cases):
up to 60 days

Get in touch

Contact details

We are always ready to serve you. Feel free to contact us!

Phone
+372 518 8493

Daily 8:00-20:00

Email
info@estonianlines.eu

We respond within 24h

Address
Paavli 5a
10412 Tallinn

Estonia / Estonia

Website
estonianlines.eu

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