Assistance for people with disabilities
Hello! We are glad that you are planning a trip with Sindbad. Every day we do everything to get you safely and comfortably to your destination – whether it’s your dream vacation or a family visit!
Most of our fleet consists of brand-new coaches from this or last year, which guarantee the highest comfort and safety.
What should you pay attention to when traveling?
A coach is a large vehicle and has certain limitations. Before booking your ticket, check a few important things:
Read the regulations — you can find them below.
Click here to see the regulations
The Carrier generally strives to provide transport services to all persons, regardless of whether they have a disability or reduced mobility.
Reservations and tickets are offered free of charge to persons with disabilities and persons with reduced mobility.
To guarantee the possibility of transport, the passenger must inform the Carrier of their needs before booking and no later than 36 hours before the start of the journey by contacting the Customer Service Office tel. +48 77 549 45 67.
A guide dog for a person with a disability or a blind person, which must be transported together with that person, is transported free of charge, provided that valid proof in the form of a disability ID card is available and the dog meets the requirements of clause 3.5.1 of the regulations (link to the regulations).
If, despite the obligation resulting from clause 2.12.2 of the transport regulations, the Passenger has not informed the Carrier of their needs, the Carrier, in accordance with Regulation (EU) 181/2011, will make all reasonable efforts to ensure that assistance is provided in such a way as to enable a person with a disability or reduced mobility to board the departing vehicle, transfer to an appropriate vehicle, or disembark from the arriving vehicle for which they have purchased a ticket.
Due to the construction of the coaches, travel is currently only possible if persons with disabilities or reduced mobility are able to travel independently and without assistance.
If, due to the design of the vehicle or infrastructure, including bus stations and stops, there is no physical possibility of ensuring safe boarding, disembarking, or transportation of a person with a disability or reduced mobility, the Carrier may refuse to accept a reservation, issue a ticket, or otherwise provide it, as well as to accept such a person on board. In such a case, the person will be informed of all alternative connections offered by the Carrier that can be accepted.
If the Carrier refuses to accept a person’s reservation, issue or deliver a ticket to them, or allow them on board due to a disability or reduced mobility for the reasons mentioned in clause 2.12.5 of the regulations, the person may request to be accompanied by another person of their choice who can provide assistance. If feasible, the accompanying person will be seated next to the person with a disability or reduced mobility.
The accompanying person may travel free of charge if the need for constant care is proven. Proof should be in the form of an appropriate document presented before the journey, confirming the need for constant care.
Passengers with disabilities or reduced mobility have the right to free transport of a wheelchair or walker in the coach’s luggage compartment. For safety reasons, wheelchairs transported in the coach’s luggage compartment must be foldable and must not have electric drive.
If a person with a disability or reduced mobility, holding a reservation or ticket, is nevertheless denied boarding due to their disability or mobility limitation, that person and any accompanying persons are offered a choice between:
the right to a refund of the ticket price and, where applicable, free return transport to the starting point of the journey specified in the transport contract, at the earliest possible time; and
except where it is not feasible – continuation of the journey or re-routing by a reasonable alternative transport service to the destination specified in the transport contract.
Want to read the full regulations? Click here
Do you have questions? Contact our hotline!
We are available 7 days a week, from 8:00 to 22:00 and we are happy to help you. For people with disabilities, we have launched a dedicated number: +48 77 549 45 67.
Write to Sind-bot – your virtual assistant available 24/7!
Click on the chat in the bottom right corner of the page and ask your question.
Remember – we strive for you. If our joint journey is technically possible – we will take you there.
Assistance for people with disabilities - FAQ
Yes, we transport passengers with disabilities at no extra charge.
The Carrier makes every effort to ensure that every person can benefit from the trip; reservations and tickets are offered at the same price conditions as for other passengers.
It is imperative that the passenger informs the Carrier of his/her needs before booking and no later than 36 hours before the start of the trip by contacting the Hotline.
Contact +48 77 549 45 67, describe your needs and get confirmation so that we can arrange appropriate support.
Yes, for technical reasons of the coach.
Our coaches are adapted so that the passenger is able to get on, off and travel independently without assistance from others.
Yes, foldable and without electric drive.
We carry the wheelchair or walker free of charge in the trunk; it must be collapsible and without electric drive for safety.
Yes, with a valid owner's ID.
The guide dog of a blind or disabled person rides free of charge, as long as you present a valid ID card and the conditions of the regulations section 3.5.1 are met.
He can ride free of charge if care is necessary.
Upon presentation of a document confirming the need for constant care, the accompanying person is given a seat next to the passenger free of charge.
When it is physically impossible to board or leave safely.
If the infrastructure or design of the coach makes it impossible to travel safely, we will offer an alternative connection or reimbursement in accordance with EU Regulation 181/2011.
Opt for a refund of the entire ticket payment.
You are entitled to a refund of the full ticket price. If applicable, we provide a return service to the place of departure.
Contact the dedicated Hotline 7 days a week, from 8:00 a.m. - 10:00 p.m.
Our dedicated number +48 77 549 45 67 is open daily; we will be happy to answer questions and help you with your travel arrangements.
Yes, via Sind-Bot 24/7.
Use the AI assistant at the bottom right of the page; the virtual assistant answers questions around the clock, making it easier to plan your trip with Sindbad.
