Booking and travel terms

ONLINE BOOKING

  1. Any individual has the right to book a trip as long as there are free seats on the bus/trip.
  2. Persons under the age of 18 are not allowed to make a booking without an adult companion over the age of 18.
  3. After booking, the operator will send an email with the ticket attached. It is the passenger's responsibility to check that the booking is correct.
  4. The ticket is only valid for the departure date you selected during the online booking. To change your booking, you must do so through your account (where price changes may apply), or by contacting the operator/partner by phone. Changes cannot be made if the operator cannot guarantee the new service. In such cases, both parties agree to find a mutually acceptable solution.
  5. The partner assigns one seat per passenger (except for babies/infants under 2 years) and has the right to reconfigure reserved seats if required for internal reasons.
  6. For persons with disabilities, a family member or an authorized person must accompany them. The companion must be over 18 and must also have a ticket. The disabled person's ticket does not cover the companion.
  7. The operator cannot guarantee separate or dedicated facilities for persons with disabilities. This depends on the operator’s policies and available space on its buses.

ONLINE PAYMENTS

  1. Online payments are processed through Stripe.com as an intermediary platform. The operator does not collect or store the payer’s credit card data.
  2. The operator may initiate legal action against passengers who attempt to block online ticket transactions.

TRAVEL

  1. The passenger must carry identification documents that allow entry/exit in countries along the route and at the final destination. Travel is not permitted without the required ID documents.
  2. Departure or arrival times may vary depending on the route, traffic conditions, and overall trip progress.
  3. The operator is obliged to transport each passenger to the destination stated on their ticket.
  4. If a passenger disrupts the safety or conduct of the trip, the operator has the authority to remove them from the bus and report the incident to the authorities.
  5. No pets, birds, fish, or other animals are allowed on board.
  6. The operator reserves the exclusive right to cancel bookings up to 12 hours before departure and offer a full refund when doing so protects company interests.
  7. Passengers are responsible for compensating any damage they cause to the bus or to other passengers during the trip.
  8. The operator has the right to use video cameras onboard for internal security. These recordings may only be shared with security authorities through a court mandate.
  9. The operator is not responsible in cases where a passenger is arrested or detained by police or any authority, regardless of the reason.

BOARDING THE BUS (DEPARTURE)

  1. To board the bus, you must have your printed ticket, a photo of the ticket, or the QR code of your ticket.
  2. You are responsible for being at the departure point at least 15 minutes before the scheduled departure time on your ticket. The operator may, but is not obliged to, wait or call passengers who are missing when the bus arrives at the scheduled departure point.
  3. Departure times may slightly change due to traffic, weather, or other conditions beyond the operator’s control.
  4. The operator has the right to request identification to allow boarding or to verify the age of any passenger involved in the trip.
  5. The passenger is obliged to contact the operator if they are unsure about the departure time or location, or any other details about their trip.
  6. Passengers who miss the trip or did not cancel the ticket in advance will not be compensated for unused tickets, unless the operator agrees to reschedule for another date.
  7. If the bus is delayed by more than 60 minutes or does not arrive at all, the passenger may be rescheduled to another operator or travel date, or be fully refunded (-5% of total price for bank transaction fees). The operator is responsible for informing passengers in advance in such cases.
  8. If a passenger holds a return ticket without a fixed return date, they must contact the travel operator to set a date or do it online through their Albalines account at least 48 hours before the return trip. Return dates depend on seat availability for the requested dates.

PASSENGER CLASSIFICATION

  1. "Passenger" refers to any person on board the bus.
  2. ADULT refers to any passenger aged 10 or older.
  3. CHD (Child) refers to any passenger aged between 2 and 10.
  4. INF (Infant or baby) refers to any passenger from 0 to 2 years old.
  5. Infants do not have their own seat and are expected to be held by the parent or guardian.

LUGGAGE

  1. Each passenger is allowed one (1) regular-sized bag up to 45 kg and one small backpack that can fit under or above the seat.
  2. The operator may charge an additional fee for extra luggage, depending on available space in the bus.
  3. The operator, police, and customs authorities may inspect luggage before departure and during the trip as needed.
  4. The operator may seal your luggage with an identification tag.
  5. The operator may cancel a trip for any passenger found carrying suspicious, illegal, or dangerous items that may threaten safety or disrupt the trip.
  6. The passenger must declare at customs any goods subject to customs regulations or duties.
  7. No refund will be issued if the trip is cancelled due to luggage-related violations. The passenger is responsible for their own luggage at all times. The operator is not liable for lost luggage and does not offer compensation. Lost luggage incidents must be reported to police or relevant authorities by both the operator and the passenger.

PHYSICAL ASSISTANCE

  1. The operator may, but is not obliged to, assist with lifting or moving luggage.
  2. The operator may, but is not obliged to, assist persons with disabilities.
  3. The passenger must contact the operator in advance to verify if persons with disabilities can be accommodated and whether the bus is suitable for their needs.

FOOD, DRINKS, AND SMOKING

  1. Only light food (sandwiches, water, non-alcoholic drinks, snacks like chips, peanuts, etc.) is allowed. Cooked foods with strong smells (like stews, grilled meat, burgers, etc.) are not allowed as they may disturb other passengers.
  2. The operator has the right to decide whether a particular food item is allowed on board.
  3. Each passenger must keep their seat and surrounding area clean. All trash must be collected and disposed of by the passenger when given the opportunity.
  4. Smoking, including electronic cigarettes, and any use of drugs, psychotropics, or alcohol (including beer and wine) is strictly forbidden during the trip.
  5. The operator has no obligation to provide food or drinks, unless specifically stated in their travel policies.

PERSONAL DATA

  1. Every person who makes an online reservation is required to provide accurate contact information including full name, surname, and in some cases a valid identification document number.
  2. By completing the reservation, you agree that this information may be used by the operator and other parties involved in the trip to contact you and to carry out your travel arrangements.
  3. Incorrect information may result in loss of reservation and financial loss. Before completing the reservation, the passenger must carefully review all contact information.
  4. If the passenger has provided incorrect information, they must contact the operator as soon as possible. The operator may assist in correcting the information, but is not obligated to do so.

RESERVATION VERIFICATION

  1. Every online reservation can be verified through the corresponding QR code. Passengers may also contact the operator to request additional information regarding their reservation.

RESERVATION CHANGES

  1. Changes may be made online on the AlbaLines website up to 48 hours before the departure time, and fare differences may apply. The operator may allow rescheduling without fare changes, but is not obligated to do so.
  2. Changes do not include name, surname, or contact details. To change these, you must contact AlbaLines directly, and such changes are not always guaranteed.

RESERVATION CANCELLATION

  1. Cancellations and refunds for online reservations are not accepted within 24 hours of the scheduled departure time. The operator may, but is not obligated to, reschedule the trip to another date.
  2. Return-trip reservations cannot be canceled if the outbound trip has already been completed. The operator may, but is not obligated to, reschedule the return date.
  3. Cancellation can be done only online by clicking the ticket management link and then selecting “Cancel Ticket.” The operator will review the request and determine if the trip is eligible for cancellation.
  4. Cancelled reservations are subject to financial penalties. The penalty amount will be shown during the online cancellation request.
  5. AlbaLines applies the following cancellation penalties:

    Within 24 hours before departure: 100% penalty
    Within 48 hours before departure: 50% penalty
    72 hours or more before departure: 20% penalty
  6. If the operator cannot provide the trip, the passenger may be rescheduled to another travel date or may receive a full refund (-5% transaction cost for bank payments).

BOOKING ISSUES

  1. If you encounter an issue during booking, you are strongly advised to contact the operator by phone and provide details of the problem. If you have booked but have not received a confirmation email, you should also check your spam folder. If after 30 minutes no confirmation has been received, you should contact the operator.
  2. The passenger is responsible for ensuring that the provided email address is correct and active. The operator is not responsible if the email address provided is incorrect or non-functional.

DATA ACCURACY

  1. The materials shown on our website may contain technical, typographical, or photographic errors. The operator does not guarantee full accuracy or up-to-date information. The operator may make changes to the website at any time without notice.

REVIEWS

  1. Every passenger who has booked a travel ticket has the right to rate and leave a comment about the travel company.
  2. AlbaLines reserves the right to remove any review that is unethical, contains insults, harassment, or any form of unacceptable discrimination.

PRIVACY

  1. Your data will be used only to contact you regarding reservations and travel offers. The operator may also use your data to contact you if you have booked a trip.

EXTERNAL LINKS

  1. The operator does not review all linked external websites and is not responsible for their content. The presence of a link does not imply approval of the linked site.

CHANGES

  1. The operator may change the terms of service at any time without prior notice. By using the site, you agree to be bound by the current version of the terms.

JURISDICTION

  1. These terms are governed by the laws of the Republic of Kosovo, and you agree to the exclusive jurisdiction of the courts in the Republic of Kosovo.

OTHER CONDITIONS

  1. For any matters not mentioned here, the operator’s internal policies apply. Missing terms cannot be interpreted against the operator.
  2. Any individual may contact the operator to request clarification on any part of these terms.
  3. The operator may collect information from your activity on the website to improve service quality or resolve system issues.
  4. The operator may not share, sell, or lease passenger information to third parties unless required by court order.

CONCLUSION

  1. AlbaLines and the Operator are not responsible for any compensation beyond the value of the paid reservation, minus 5% transaction fees.
  2. All materials and content on this website are protected by copyright and trademark laws.
  3. By accessing and using this site, you accept these terms of service, all applicable laws and regulations, and agree to be responsible under the laws of the Republic of Kosovo.