Frequently Asked Questions

What do I do if my trip is cancelled?

If the timetable is changed or your trip is canceled, you will get partial or full compensation of the ticket, when it is not possible to use the ticket completely.

Can I reserve a seat?

When purchasing online ticket, you can also reserve the seat.

Can I change the seat after reservations?

You can choose your seat only while booking your ticket, changes cannot be done after reservation.

I forgot something on the van. What should I do?

If you have lost something on board you can contact us.

What is my free baggage allowance?

You can carry on one item of hand luggage and one travel luggage (with dimensions up to 42 x 30 x 18 cm) and weighing up to 7 kg for free. You have to label them with your name and address to avoid baggage mix-ups.

Can I add additional luggage to a booking that has already been completed?

We recommend to add the extra luggage during the booking process, if you need to add baggage to a completed booking you have to contact us at least 2 hours before departure. However, we cannot guarantee that it will be approved depends whether there is sufficient storage space on the van.

Can I travel with my pet?

If you are planning to travel with your pet, you must contact us prior to purchasing the ticket and must obtain prior approval by The Better Travel Co. Pets may be transported only when placed safely in carrier boxes, cages or bags with waterproof bottoms. The passenger is obliged to ensure that the animal will not dirty or damage the vehicle or endanger other passengers.

Do I have to pay ticket for my child?

Infants up to the age of 3 can travel on an accompanying adult's lap for free, however If you have a child over the age of 3, or have an infant occupying a separate seat an additional seat must be purchased.

Are there any requirements when traveling with children?

Children under the age of twelve (12) and a height less than one hundred and fifty (150) cm should have children safety seats suitable for the size and height of children. Children under the age of three (3) years cannot travel without safety seats for children, only when accompanying on adult's lap.

Is it safe to travel with you?

Yes, we will provide all the safety measurement required to minimize the potential spread of coronavirus pandemic (COVID-19). We will do daily deep cleaning of our vehicles and facilities, separating drivers from passengers. Drivers also have access to gloves and hand sanitizer and all staff are encouraged to wash their hands regularly.

Do passengers have to wear a face mask during the travel?

A medical mask is not required if exhibiting no symptoms, if you are wearing a face mask make sure to wear it properly throughout your travel.

Will you be providing hand sanitizer for passengers?

Yes, we will provide hand sanitizing stations on our vehicles.