Tickets on BestLines are issued through the Infobus (BusSystem) platform, so a bus ticket refund follows the rules of Infobus and of the bus company named on your ticket. You can cancel a ticket yourself in a couple of minutes.
How to cancel a bus ticket
- Through the link in your email. After payment you get an email with a link to your order. Open it to cancel the whole order or individual tickets. Before you confirm, you see the refund amount and the amount retained.
- In your Infobus account, if you booked while signed in.
- Through customer support. If self-service doesn’t work, send your ticket number to 24/7 support (contacts below).
How much money you get back
Refund terms are set by the bus company and can differ between trips of the same company. As a rule, the closer to departure, the more is retained. The exact terms for your trip are shown under “Trip details” before payment and on the ticket.
When the refund reaches your card
Card payments are refunded automatically to the same card within 3–15 business days, depending on your bank. If you paid by bank transfer or cash at a terminal, email your bank details for the refund to info@infobus.eu.
My trip was cancelled — what now?
If the bus company cancels a trip, support contacts you and offers alternatives. If none of them suits you, you get a full refund for the unused trip.
How to change the date or passenger details
- Travel date: change it in your account, or through support if that option isn’t available. A fee may apply.
- Departure or arrival point: support can change it. If the new fare is higher, you pay the difference.
- Typo in the passenger’s name: contact support right away. Bus companies usually accept up to three typos, but some accept no errors at all. A correction may cost a fee.
My ticket says “exchange voucher”
That PDF confirms your purchase. Exchange it for a boarding ticket at the bus station ticket office at least 30 minutes before departure.
Refund support (24/7)
Phone: +38 044 22 88 022 (Ukraine), 0 800 60 32 14 (toll-free in Ukraine), +48 22 208 19 32 (Poland) · Telegram: @INFOBUS_HELP_LINEbot · WhatsApp: +420 727 952 973 · Email: info@infobus.eu. All contacts are on the Contact us page.