When the actual circumstances differ from what you expected, the most important thing is not to argue with other passengers, but to find the person in charge as quickly as possible. It is best to sort out any issues with your ticket or booking before you set off, when you have a stable internet connection and time to check the details. Do not make hasty repeat payments and do not rely on just one email or screenshot.
What to do before your journey
Check the passenger’s surname, date, time, destination, booking reference and payment status. Keep your receipt, confirmation email and booking page. If the details contradict each other, contact the seller via an official channel, quoting your booking reference, but do not send your full card details.
- Seating plan
- Bus replacement
- Driver’s actions
- Joint booking
Step-by-step guide
Show your ticket or confirmation to a member of staff, briefly explain the issue and wait for a decision. Do not take someone else’s seat or move luggage without permission.
If the decision is provisional, clarify the next step and make a note of who gave you this information; this is particularly useful when changing buses.
Useful links
Read more about how to choose a seat, boarding in order of queue, and tickets on your mobile. Current flights are available on RedRay. For rules that may change, use the official EU guide to passenger rights and the official resources of the country on your route. Sources verified on 6 September 2026.
Questions and Answers
Seating plan: where can I find it?
First, check whether the bus has been replaced and whether the journey number matches.
Bus replacement: what should you do?
Show your ticket to the driver: the actual seating plan may differ from the one shown at the time of purchase.
The driver’s actions: how can I check?
Do not ask another passenger to move seats without confirmation from the crew.
Group bookings: when should you organise them?
For group bookings, keep all tickets together so that the driver can see the group and your original seats.