Intercity coach travel
Twenty-two coaches on eleven overnight routes, and a passenger office that answers in the language the ticket was bought in.
Not signed in — ask about anything public, or sign in from the chat to see your own tickets.
Today
A preview: the Viber thread is drawn in this site's own CSS. No public account is connected and nothing here reaches Viber.
Tap a reply and the assistant answers inside the frame — that is the live product, not a recording. What is real on this page
Viber
A traveller stranded at a service station at one in the morning is not going to install an app or find a contact form. They will open the messaging app already on the phone, already logged in, already working on whatever network the coach is passing through.
Companies reach people through a verified public account with its own name, mark and description, and a person has to follow or message it first. There is no way to appear in a stranger's chat list uninvited, which is exactly why people trust the ones that are there.
A business can answer freely for a period after the customer's last message; after that only a pre-approved template can restart the thread. It is the same discipline every mature messaging channel enforces, and it makes the first reply matter more than the fifth.
The channel carries buttons and quick replies, so 'what happened' becomes three taps rather than three sentences in a language the passenger may be typing in as their second or third.
See it answer
Each one opens the assistant with the question already sent — you only wait for the reply.
I left a grey rucksack on the 22:40 Budapest to Vienna on Tuesday — what happens now?
Answered from the published case list and the fare rules through list_services and list_plans.
My coach from Belgrade was cancelled and I paid for another way onward — can I claim it back?
Opens the case form as a card in the chat, already carrying what you described.
What's happening with DL-3390?
Asks which email the ticket was bought under, then reads it back. Signed in, it goes straight to your own cases.
What the office handles
Six kinds of case with what each covers, who may open one and how long it realistically takes. The assistant opens a case from this list rather than improvising a category.
Anything handed in at the terminus: bagged, numbered against the service and seat, and held for thirty days before it goes to a charity.
Checked against the terminus log within four hours
When a late arrival breaks the onward leg: the office re-books the next available seat on the same route at no charge.
Re-booked the same day, usually within the hour
Cancellations, service disruptions and duplicate charges, assessed against the fare rule the ticket was bought under.
Decision within five working days, payment within ten
Wheelchair spaces, a seat near the door, travelling with an assistance dog, or two seats together for a child.
Confirmed within one working day; 48 hours notice preferred
A case cracked in the hold: photographs, a claim against the operator's insurer, and a decision that does not require a solicitor.
Acknowledged in 24 hours, assessed within ten working days
Late departures, a coach that did not arrive, a driver's conduct — logged against the service number and answered in writing.
Written reply within ten working days
The desk
Open and closed cases with their reference and state. Look one up with its reference and the email the ticket was bought under, or sign in and see your own.
Grey rucksack, 22:40 Budapest–Vienna, seat 14, Tuesday
A grey rucksack was bagged at Vienna on Wednesday morning and matches the seat. Held under bag number 118, awaiting a description of the contents before release.
Late arrival into Budapest broke the onward Timișoara leg in August
Re-booked onto the 09:15 the same morning at no charge; the fare rule on a through-ticket covers it.
Service cancelled at Belgrade, passenger made their own way onward
Cancellation confirmed against the service log. Assessed against a Flex fare, so the refund route is open; waiting on the onward receipt.
Signed in as the demo customer, the assistant reads these back through my_tickets. Signed out, it asks for a ticket number and the email it belongs to.
Three fare types, with the change and refund rules attached to each one instead of buried in a terms page nobody opens.
From €14 one way
Fixed plans booked well ahead, on the overnight services.
From €26 one way
Anyone whose return date is a guess.
From €39 one way
Overnight runs where sleeping matters more than the fare.
Say what is wrong and how urgent it is — the desk picks it up from there. The assistant can open this same form for you — that is what open_desk_form does.
Danube Line Coaches is a business invented for this page. Read this before you believe anything else on it.
The Viber connection is on the roadmap, not in production — this page shows the assistant half of it working against a seeded board so you can judge the experience before an account exists.
Put this on your own site
The same assistant, the same page actions, the same identified sign-in — on your Viber setup instead of this one.
The assistant answers from these same words — ask it any of them and compare.
Probably not. Anything found is bagged at the terminus, numbered against the service and the seat, and held for thirty days. The office matches it from the departure and the seat number, then asks what is inside before releasing it — which is the only protection against somebody else claiming it.
If both legs are on one through-ticket, or the fare is Flex or Night Plus, the office re-books the next available seat on the same route at no charge, usually within the hour. A Saver fare bought as two separate tickets has no protection — which is worth knowing before booking, not afterwards.
It depends entirely on which fare was bought. Saver is not refundable at all. Flex refunds to the original card less a six-euro fee. Night Plus is fully refundable up to a day before. If the operator cancelled the service, every fare type is refundable regardless.
Open a seat or accessibility case and the office confirms it within a working day. Forty-eight hours notice is preferred because the wheelchair spaces are physical positions on specific coaches, and the fleet gets swapped around overnight more often than the timetable suggests.
