I. For the FlixCompanies: General Terms and Conditions of Carriage

The Terms and Conditions of Business & Booking can be reviewed on the dedicated page.

Status: 16/10/2025

1 Application of These Terms and Conditions

The terms and conditions of carriage apply to the carriage of passengers on the FlixBus long-distance bus network.

1.1 The Conditions of Carriage apply to the carriage of passengers on the network of Flix Australia Pty Ltd (hereinafter also: “Flix”) The vehicles are used for the transport of passengers.

2 Right to Carriage

2.1 There is an entitlement to carriage provided a contract of carriage has been entered into.

2.2 The booking confirmation (see clause 3.1) entitles the passenger to a journey between the start and destination indicated on the ticket.

2.3 If a journey is booked when on board a vehicle, an obligation to carry shall only exist in the event that sufficient seating is available for the entire journey.

2.4 In the case of request stops, an obligation to carry only exists in the event that a journey was booked from or to this stop within the corresponding advance booking deadline. Request stops are indicated as such in the respective schedules. The corresponding advance booking deadlines can be found in the relevant schedule.

3 Tickets, Carriage Charges

3.1 The stipulated carriage charges or ticket prices must be paid in return for carriage. For this purpose, tickets are issued by Flix. The booking confirmation, either printed out or displayed in electronic form (PDF file), and a valid official photo identification shall be deemed to constitute a ticket. If a booking is made on board the vehicles, the handwritten or printed receipt will be considered as proof of purchase and booking confirmation. A ticket is generated for each person and each journey. Connections with transfer are considered as one trip. All personal data that is required by current laws must be provided during the booking process.

3.2 During the booking process, Flix may collect a passenger’s personal information, as defined in the Privacy Act 1988 (Cth), for the purposes of facilitating the making of a booking, and providing its services to the passenger, and otherwise for the purposes set out in its Privacy Policy. Flix may collect, hold, use and disclose a passenger’s personal information in connection with and to facilitate the passenger’s booking of Flix’s services and otherwise for the purposes specified in Flix’s Privacy Policy. By making a booking with Flix, passengers consent to Flix collecting, holding, using and disclosing their personal information in accordance with Flix’s Privacy Policy and these General Conditions of Carriage. Where a passenger does not consent to their personal information being collected, held, used or disclosed by Flix, Flix may be unable to complete the individual’s booking.

3.2 The passenger must make a booking prior to departure. Access to the passenger compartment in the vehicle is only permitted with a valid booking confirmation.

3.2.1 Journeys may be booked online at the web portals, via the mobile smartphone apps of Flix, in partner agencies, on board the vehicles (at regular ticket prices) and at some staffed bus stations. It is only possible to book on board the vehicles if there are still enough seats available for the entire journey. As a result, advance purchase (Internet, App or an agency) is recommended.

3.2.2 A booking confirmation (order data) is saved, can be retrieved via the web portal and can also be sent to the passenger by email if necessary.

3.2.3 Every passenger with a valid ticket is entitled to a seat. In such cases, passengers with a disability are given priority in the selection of seats.

3.3 Online Ticket Purchase:

3.3.1 The representation of products in the online shop, accessible via the internet and the smartphone app, shall not constitute a legally binding offer, but rather a non-binding online catalog which prompts potential passengers to submit offers. By clicking the “Book”/“Pay” button, a binding offer for the goods in the shopping cart is placed and made by you. A ticket is generated for each person and each journey. Connections with transfers (interconnections which require a change of vehicle) are treated as one journey. Confirmation of receipt of the offer shall be issued immediately upon submission via an automatic e-mail confirmation. The contract for carriage shall not be deemed to have been concluded until Flix has accepted the offer by issuing an acceptance confirmation. This confirmation of acceptance may be issued with the automated e-mail confirmation or separately at a later stage.

3.3.2 Current technology means that data communication via the internet cannot be guaranteed in an error-free and/or permanently accessible manner. It is not possible to develop and operate computer programs (software) and data processing systems (hardware) in a completely secure, uninterrupted and error-free manner and exclude all unpredictable factors which may occur in conjunction with the Internet medium. As a result, Flix shall not assume any guarantee for the constant, uninterrupted availability of its website and technical systems. In particular, due to the technical characteristics of the Internet, a permanent availability of the booking options on the Internet cannot be guaranteed. There shall be no entitlement to any savings or discounted prices if, due to technical problems, the system is only available again at a later point in time (e.g. advanced selling period).

3.4 Staff operated Sales Offices:

Sales agencies, ticket outlets and the customer service department of FlixCompanies may charge a shop agency fee to complete a booking or cancellation. The shop agency fee charged depends on the shop location. You will be notified of the amount of any shop agency fee prior to confirming your booking or reservation

3.5 Carriage charges:

3.5.1 There is no guarantee that any advertised or promoted price of a ticket will still be available at the time of booking the ticket or will be available for all tickets which you wish to purchase. Promotional and discounted prices may, in particular, only be available if purchased on-line.

3.5.2 The ticket price only covers the transport of persons, other services and services such as the reservation of seats and the carriage of bicycles, additional or special luggage will be subject to a separate charge.

3.5.3 Specific booking conditions apply to reduced ticket prices. The publication of ticket price conditions regarding the individual routes shall be decisive in this regard.

4 Invalid tickets

The passenger may be required to show sufficient evidence (such as a government issued identification, for example a passport or drivers licence ) to confirm that they are the person whose name appears on a ticket and the passenger must provide such evidence if asked to do so by employees of FlixCompanies during random ticket checks for the purpose of checking the validity of the ticket.

5 Increased Carriage Charges

5.1 Passengers shall be obliged to pay an increased carriage charge or ticket price, as calculated in accordance with clause 5.3, in the event that they are found to be travelling on board a vehicle and have failed to book a seat on the journey in question, either in advance or upon boarding the vehicle.

5.2 Passengers who, upon inspection, are found to have failed to make a valid booking, shall be obliged to provide their correct personal details and to identify themselves upon request and may be removed from the vehicle or required to pay the relevant ticket price.

5.3 The increased carriage charges or ticket price shall amount to twice the usual ticket price for the distance traveled by passengers, but at least AUD 100 , plus the ticket price for the remaining distance to the destination traveled by passengers. If passengers are unable to verify the distance traveled, the starting point of the route is used for the calculation of the increased carriage charges or ticket price.

5.4 The increased carriage charges or ticket price must be paid immediately but in any event within 2 weeks of receipt of the payment request in text form. Upon expiry of this deadline a processing fee of AUD 10 will be charged for each written request for payment, provided that the passenger cannot prove that no, or lower, processing costs were incurred. FlixCompanies reserve the right to take further measures pertaining to further civil and/or criminal proceedings.

6 Schedules

6.1 Nothing in these terms and conditions should be interpreted as attempting to exclude, restrict or modify the application of any rights or benefits which you may have under the Australian Consumer Law.

6.2 Amendments to the approved and published travel times, dates, routes and ticket prices on the grounds of good cause are reserved, including for the implementation of decisions of the licensing authority or as a result of any event arising from, or attributable to, acts, events, omissions or accidents which are beyond the reasonable control of Flix. If you have already paid the ticket price, you will not be required to pay any subsequently increased ticket price for the relevant journey (other than in the case of your cancellation and rebooking).

6.3 If the routes published in the schedule are marked with the reference “subject to official approval”, the licensing procedure required for the inclusion of the respective transport links in the published schedule has not yet been concluded for the routes in question (connection, stop, day of travel, etc.).

6.4 Without limiting and subject to any rights which you may have under the Australian Consumer Laws, schedule amendments which take effect after the contract’s conclusion and for which the carrier is not responsible (e.g. long-term effects of natural catastrophes or permanent building sites) shall not entitle passengers to assert compensation claims as long as these amendments deviate only insignificantly from the originally agreed departure and arrival times, i.e. up to a maximum of 2 hours, however substantial schedule amendments shall entitle passengers to withdraw from the contract of carriage free of charge. To do this, passengers are requested to contact Flix at https://help.flixbus.com/s/?language=en_IE.

Passengers should not have commenced travel in these cases. Other passenger rights shall remain unaffected.

7 Travel Commencement

7.1 Passengers are recommended to reach the departure point 15 minutes prior to travel commencement.

7.2 Claims for carriage and the booked journey may be otherwise assigned or resold by or on behalf of Flix in the event that passengers are not present at the scheduled departure time and place for the route booked.

7.3 If passengers are notified by Flix via SMS, e-mail or other written format of a delay in travel, then the delayed time shall be taken as the new scheduled departure time of the vehicle and any claim a passenger may have in respect to the early departure of the vehicle shall be determined with regard to the delayed travel time specified in the SMS or e-mail.

7.4 The passenger’s name is matched with the booking list that is displayed on the mobile phone of the driver or bus station staff based on the current booking situation in order to determine whether there is a claim to carriage. This is done preferably by scanning the tickets. If requested, the passenger may be required to identify him-/herself to the driver and service staff by submitting the printed or electronic (as PDF file) presentable booking confirmation, as well as sufficient evidence (such as a government issued identification, for example a passport or drivers licence) to confirm their identity.

8 Transfers

8.1 As a general rule, the published scheduled services are direct connections. In some cases it may be necessary to schedule a transfer to complete a published scheduled service.

8.2 If a transfer is scheduled, FlixCompanies guarantee passengers’ continued carriage to their booked destination. FlixCompanies offer substitute transportation if a shuttle bus is unable to wait for a delayed connecting bus in exceptional cases. In some cases, this may take the form of motor buses operated by other companies, cars or railroad.

8.3 The regulation described above shall apply only in cases in which passenger bookings with Flix feature direct connections and the transfer is a transfer which is scheduled by Flix or FlixCompanies. Subject to and without limiting any rights under the Australian Consumer Law, if passengers book individual routes and combine these to form a journey involving transfers, they shall bear the risk of missing a connection and any related claims. However, Flix or FlixCompanies shall make every reasonable effort to inform passengers of alternative connections.

8.4 Transferring to transport services not operated by FlixCompanies cannot be guaranteed.

9 General Passenger Obligations

9.1 Reasonable and lawful instructions issued by driving and accompanying personnel must be obeyed.

9.2 The consumption of alcohol and consumption or use of drugs (other than as medically prescribed) on board the bus is strictly prohibited. Passengers are also required to wear appropriate footwear at all times during the journey for reasons of safety and hygiene. There are no restrictions on the consumption of food on board, provided that it does not cause disturbance to other passengers or damage to the bus.

9.3 Driving and dispatch personnel shall be authorised to exclude persons from travel if they are obviously intoxicated or under the influence of drugs. The same shall apply to passengers who compromise the safety of their fellow passengers for other reasons or significantly impair the well-being of the latter. Claims to substitute transportation shall not exist in these cases.

9.4 Smoking on board the bus is not permitted. This prohibition also extends to e-cigarettes.

9.5 Passengers shall be responsible and liable for damage caused by the passenger on, in or to the bus.

9.6 Any reasonable costs or expenses incurred as a result of conduct by the Passenger shall be reimbursed by the Passenger. This includes, without limitation, cleaning or repair costs arising from soiling or damage to the vehicle caused intentionally or through gross negligence. Such costs may be claimed by Us or by any transport companies engaged by Us to provide carriage. The Passenger shall remain entitled to provide evidence that no such costs were incurred or that the actual costs were lower than those claimed.

9.7 Flix (through its authorised representatives, such as a driver) may cancel the contract of carriage without notice in the event that despite (verbal) warning, a passenger behaves in a manner so disruptive, that it is no longer reasonable for the carrier and/or the remaining passengers to continue the journey. This shall also apply if the passenger fails to observe lawful and reasonable guidelines (e.g. safety guidelines). In this case, the carrier is entitled to retain the ticket price.

9.8 All passengers shall be obliged to use the seatbelts in accordance with legislation and regulations, insofar as the bus is equipped with the same.

9.9 During breaks/stops or police checks, bus passengers are to leave the bus if requested to do so by driving and service personnel. Passengers are required to follow the break duration given by driving and service personnel during said breaks. Driving personnel are authorised to continue driving should a passenger not return to the bus after the indicated break time is over, and are not responsible for the absence of a passenger after the indicated break time is over.

10 Not Used

11 Children and Minors

11.1 Small children aged between 0 and 3 years may only be carried in appropriate child safety seats. During the journey, these must be secured with the seatbelts located on the buses. The child safety seats must be secured with 3-point belts and provided by the adults accompanying the small children in question.

11.2 Children and minors who have not yet reached the age of 12 will only be permitted to travel on all scheduled services if they are accompanied by an adult. Children and minors must occupy their own seat at all times. Sitting on another passenger’s lap is not permitted under Australian road safety regulations.

11.3 Children and minors aged between 12 and under 15 may only travel alone in the event that a parent or legal guardian has confirmed in writing during booking that the minor in question is both able and in a position to commence travel unaccompanied and unsupervised. Flix, FlixCompanies and their affiliates expressly do not assume any responsibility to supervise a minor. Children travelling alone may not travel on overnight services. In addition, all children travelling alone are not authorised to participate in trips involving connections.

11.4 Young people aged 15 and above may travel independently.

12 Passengers with disabilities or limited mobility

12.1 Everyone will be given an opportunity to travel, regardless of whether they have a disability or limited mobility. Persons with a disability or with limited mobility will be provided assistance by FlixBus, in accordance with the Disability Discrimination Act 1992 (Cth).

12.2 Escorts as well as mobility assistance and guide dogs

12.2.1 The person accompanying you is entitled to discounted travel at 100% of your fare if you can prove that you need to be accompanied at all times. Proof is provided by showing a Companion Card issued under the Disability Discrimination Act 1992.

12.2.2 In order to ensure it is possible to transport persons with disabilities or limited mobility as well as their escort, the passenger must inform us about his/her needs before booking. (C.f. clause 12.5.3).

12.2.3 A single assistance animals, such as guide dogs, that must be brought along by people are transported at no additional charge, provided that proof or corresponding certification of the disability has been provided (c.f. clause 12.2.1). These animals are not required to wear a muzzle.

12.2.4 The assistance animal will travel with the passenger in the seating compartment, provided a seat beside the passenger is available. The Assistance Animal must:

• be registered/certified by a recognised association
• have a collar/tag with the animal’s registration number
• be trained for travel
• remain tethered during travel

The passenger is required to supply absorbent matting and meet the animal’s needs during travel.

12.2.5 In order to ensure it is possible to transport an assistance animal, such as a guide dog, the passenger must inform customer service up to 24 hours before departure.

12.4 Refusal of carriage

12.4.1 Should the vehicle’s design or infrastructure, including bus stations and bus stops, physically prevent the boarding, exit or carriage of the disabled person or person with limited mobility in a safe and operationally feasible manner, FlixCompanies reserve the right to refuse to accept a reservation, to issue or to make available a ticket or to allow the person in question to board the vehicle. In this case, the person(s) involved shall be informed about all other acceptable alternative means of carriage using services offered by FlixCompanies.

12.4.2 The vehicle design means that carriage is currently only possible in the event that disabled persons or those with limited mobility are able to commence travel independently and without external aid. Passengers may request accompaniment by another person of their choice who is able to provide the assistance required by disabled persons or those with limited mobility to compensate for the above restrictions. Companions of this nature are entitled to travel at a fare discount by fifty percent (50%) of the applicable full price and allocated seats next to the disabled persons or those with limited mobility as far as possible.

12.4.3 Any passengers affected will be notified promptly and if they so request in writing, within five business days after receipt of the request, about the corresponding reason for refusal of transportation.

12.4.4 In the event that the carriage of a passenger with a disability or limited mobility is checked and a ticket is issued, and if this passenger is subsequently refused carriage, both the passenger and the accompanying person have the following options: (a) to either request the reimbursement of the ticket price and the free return trip to the initial point of departure as specified on the contract of carriage at the earliest opportunity, as applicable, or (b) to continue the journey on an alternative route with an acceptable substitute transport service to the destination specified in the contract of carriage.

12.5 Carriage of wheelchairs or walking aids

12.5.1 Passengers with disabilities or limited mobility shall be entitled to transport their manual wheelchairs, walking frames or rolling walkers in the bus’s luggage compartment free of charge. The wheelchairs must be collapsible for safety reasons and without electric drive. Flix does not have the provisions or ability to carry electric wheelchairs or mobility scooters due to design restrictions of the coach, relevant to on-board manoeuvrability, and storage and securing points in underfloor luggage areas.

12.5.2 Furthermore, all wheelchairs needed in the passenger cabin, regardless of the manufacture date of the attachment points for the securing devices, must have load nodes according to DIN 75078-2 as well as manufacturer authorisation according to DIN EN 12183 or 12184. Compliance with the standards for transportation stated above is to be confirmed via the form sent before booking. (c.f. clause 12.5.4).

12.5.3 In order to verify that transportation will be possible, passengers are requested to provide the exact model of the wheelchair or other walking aids to customer service before booking. Passengers who wish to travel in their wheelchair (in the passenger cabin) must indicate this during the booking process and book their ticket at least 24 hours before departure. Passengers who wish to transport their wheelchair in the luggage compartment can inform us through the online form at least 24 hours before departure.

12.5.4 The passenger guarantees that the wheelchair is functional and technically capable of being used safely during travel. The wheelchair must comply with current legal safety requirements. The transportation in a wheelchair may be refused if considerable evidence indicates that safe travel is not possible or is questionable. The carrier is not liable for damage caused by a defective technical condition of the wheelchair.

13 Seat Reservation

13.1 Booking a seat reservation

13.1.1 On some journeys, a specific seat can be reserved when booking on our websites, affiliate agencies, or ticket offices of the FlixCompanies. Availability and reservation fee vary depending on the route, line, seat category (aisle, window, row, or table), and time of booking. You will be notified of the amount of any reservation fee prior to confirming your booking or reservation.

13.1.2 The booking of a seat reservation will be acknowledged with reference to the booking confirmation. Where seat reservations are made for more than one person, the reservation is made collectively and no individual allocation of specific seats to named persons is made within the booking.

13.1.3 There is no requirement to make a (paid) seat reservation. If no seat reservation is made and no automatic seat allocation was made by the system, the passenger is free to choose a seat in a defined area when commencing his/her bus journey. In such a case, we cannot ensure that families and groups can sit together. However, we always ensure that every customer has a seat on the bus.

13.2 Restrictions on seat reservations

13.2.1 If you do not arrive at the bus on time, you will lose your claim to the seat and carriage. In such cases FlixBus is entitled to assign and resell the ticket to another person in accordance with Clause 7.2. It is therefore recommended that you arrive at the bus stop no later than 15 minutes before departure even if you have a seat reservation.

13.2.2 Generally, only those persons with a seat reservation are entitled to occupy a reserved seat. FlixBus may reassign seats for operational or safety reasons, even after departure. This may occur, for example, when pregnant women, minors, children travelling alone or persons with physical disabilities need to move to another seat and no corresponding seats are free. In such cases the bus driver’s instructions must be followed.

13.2.3 Without limiting any rights which a passenger may have under the Australian Consumer Law, if a seat reservation is changed and it is not possible to allocate a seat in the reserved or superior category, the passenger may reclaim and be refunded the seat reservation fee.

13.2.4 In case of cancellations and delays pursuant to Clause 17, the seat reservation fee will be reimbursed.

13.2.5 A refund of the seat reservation fee will not be given if the passenger did not travel or the seat was allocated or purchased free of charge.

13.3 Cancellations and Transfers

The seat reservation fee is refundable when a journey is canceled or rebooked, unless the seat was allocated free of charge. The provisions of Clause 5 of the booking terms and conditions apply. If a journey is canceled, seat reservations may be transferred to other persons in the same reservation.

13.4 Booking an extra seat

13.4.1 The provisions 13.1 to 13.3 apply if a passenger wishes to book an extra seat as part of their journey.

13.4.2 An extra seat is not an additional claim for carriage within the meaning of section 2.2. Therefore, it may not be transferred to another person without a valid ticket.

13.4.3 The fee for the extra seat is governed by our current valid ticket prices. Provision 13.1.1. also applies to the seat reservation fee for the extra seat.

14 Not Used

15 Carriage of Goods

15.1 Luggage:

15.1.1 In addition to any hand luggage permitted under clause 15.2, the luggage allowance included in the ticket price is limited to two pieces of free luggage per passenger with a maximum size of 80 x 50 x 30 cm per bag and a maximum weight of 20 kg per bag. Slightly different dimensions may be permitted by Flix if the total size of the luggage composed of height, width and length does not exceed 160 cm. Luggage refers to suitcases and bags. Taking a trekking backpack is an exception. Please note that some of our lines may have exceptions to the luggage policy. If necessary, these will be indicated during the respective booking process and on the issued ticket.

15.1.2 Additional luggage

15.1.2.1 In individual cases within the context of existing capacities, another luggage item (additional luggage) with maximum dimensions of 80 x 50 x 30 cm and a maximum weight of 20 kg is permitted for an additional price or fee. Slightly different dimensions are also allowed for the additional luggage provided that the total amount of luggage does not exceed 160 cm. A general right for the carriage of more than one piece of luggage does not exist. Please note that some of our lines may have exceptions to the luggage policy. If necessary, these will be indicated during the respective booking process and on the issued ticket.

15.1.2.2 Booking of the additional luggage in advance is necessary. The booking can either be done online during the booking process or online via Manage my Booking after the ticket purchase. If there is enough space in the luggage compartment of the bus and no additional luggage has been booked yet, an additional luggage can be purchased from the bus driver. This assessment is the responsibility of the bus driver. Availability and additional luggage fee vary depending on the route, line, time of booking and method of booking.

15.1.3 Passengers are obliged to label their luggage with their name and address for the purposes of correct assignment and return, and especially to avoid mix-ups.

15.1.4 Passengers are responsible for loading their luggage when changing vehicles. Possible assistance from the coach driver will only be provided in exceptional cases and does not justify any claims to the same, unless the passenger in question is handicapped or is an individual with reduced mobility.

15.2 Hand Luggage:

15.2.1 Hand luggage is carried free of charge, but is limited to one luggage item per passenger with a maximum size of 42 x 30 x 18 cm and a maximum weight of 7 kg.

15.2.2 Passengers shall be required to stow and monitor the hand luggage in the passenger area in a manner which ensures that the safety and proper operation of the bus is not compromised and other passengers are not inconvenienced. Hand luggage must be stowed on the luggage racks provided or placed under the seats in front of passengers.

15.2.3 The hand luggage and its contents shall remain in the care of the passenger for the duration of the journey and must be monitored appropriately by the passenger. If any unauthorised access to luggage by third parties is observed, the bus driver should be informed. Passengers are requested to check their hand luggage for completeness prior to the end of the journey.

15.3 Special Luggage:

15.3.1 Luggage classified by Flix as ‘special luggage’ requires prior registration by passengers and confirmation that its carriage is possible. No general claim to the carriage of special luggage shall exist.

15.3.2 Items that exceed the standard luggage dimensions) are considered special luggage. However, the overall dimensions of special luggage items may not exceed 240 cm (height in cm + width in cm + depth in cm). A single item of special luggage may not exceed a maximum weight of 30 kg.

15.3.3 The carriage of special luggage shall be limited to one item per passenger and is subject to an additional price or fee.

15.3.4 Fixtures, furnishings or furniture parts, electronic devices, and cardboard cartons shall generally be excluded from carriage. Orthopedic aids and bicycles are not regarded as special luggage.

15.3.5 Booking of the special luggage in advance is necessary. The booking can either be done online during the booking process or online via Manage my Booking after the ticket purchase. If there is enough space in the luggage compartment of the bus and no special luggage has been booked yet, a special luggage can be purchased from the bus driver. This assessment is the responsibility of the bus driver. Availability and special luggage fee vary depending on the route, line, time of booking and method of booking.

15.3.6 Surfboards:

15.3.6.1 Surfboards are regarded as special luggage. Advance booking is required and an additional fee applies (see clauses 15.3.3 and 15.3.5). In addition to Clause 15.3.2, the length may not exceed 200 cm;

15.3.6.2 Surfboards must be securely packed in shock-absorbent material with padded protection around the fin area. Flix recommends removing fins where possible and placing them in an enclosed compartment.

15.4 Musical Instruments:

15.4.1 Musical instruments are regarded as special luggage. If the instrument in question (including case) is smaller than the stipulated size of hand luggage, it may be carried free of charge in place of hand luggage. If the instrument in question (including its case) is larger than the stipulated size of hand luggage, it must be carried in the luggage compartment. In this case, an additional price or fee will be charged (cf. Clause 15.3.5). Musical instruments and their cases whose measurements exceed 135 x 48 x 35 cm will not be carried.

15.4.2 The carriage of musical instruments in hard shell cases is generally recommended.

15.5 Valuable items and electronic equipment:

15.5.1 Valuable items, such as cash, jewelry, precious metals, keys, glasses (sunglasses and/or reading glasses), electronic devices (laptops, iPads, tablets, MP3 players, mobile phones, cameras, power banks, lithium batteries or lithium accumulators), e-cigarettes, electronic consumer goods (in particular laptops, mobile phones, etc.) affected by a recall action by the manufacturer or dealer, contact lenses, prostheses, medication, important documents (diploma certificates, other certificates, credentials, passports, driving licenses, securities) and fragile objects must be carried in hand luggage, not normal luggage, and the care and safe keeping of such items are the responsibility of passengers.

15.5.2 Should passengers nonetheless choose to place valuable items in their normal luggage, Flix shall not, subject to a passenger’s rights under the Australian Consumer Law, be liable for any loss or damage to the valuable items. Cases of intent or negligence shall be exempted from the above.

15.6 Prams:

15.6.1 Prams shall be carried as special luggage (max. one pram per passenger). Prams must be collapsible. Non-collapsible prams shall not be carried.

15.6.2 Prams which meet the requirements in clause 15.6.1 are carried free of charge.

15.7 Bicycles & E-scooters:

15.7.1 Bicycles

15.7.1.1 Bicycles are carried on some routes. Bicycles must be of a standard size without attachments and may not exceed a weight of 20 kg. E-bikes, pedelecs, tandems or tricycles are not carried.

15.7.1.2 We recommend that all passengers wishing to take a bicycle book the journey and bicycle spaces well in advance.

15.7.1.3 The carriage of bicycles is dependent upon the available capacity up to a maximum capacity of five bicycles per bus. There shall be no general claim to the carriage of bicycles.

15.7.1.4 Transporting bicycles is subject to an additional bicycle fee. Availability and bicycle fee vary depending on the route, line, time of booking and method of booking. Carriage is on bicycle carriers. In special cases, carriage is only possible in suitable bags in the luggage compartment (e.g., folding bike). The overall dimensions of the bicycle bag cannot exceed 240 cm (height + width + depth) and may not weigh more than 20 kg. In that case, customer service must be notified (c.f. clause 15.3.5).

15.7.2 E-scooters

15.7.2.1 The transport of electric scooters and similar goods is not permitted.

15.8 Items forgotten or left behind on the bus are not covered by insurance. Without limiting any rights which you may have at law, in the event that passengers have left items in the bus, they should fill in the lost and found form on the web portals of Flix.

15.9 Dangerous substances and objects are not permitted during travel, especially

• explosive, flammable, radioactive, foul-smelling or corrosive substances,
• unpackaged or unprotected items which could injure passengers.

These include, for example, weapons, ammunition and pyrotechnics.

16 Carriage of Animals

16.1 The carriage and transport of dogs and other animals is not permitted (other than assistance animals, such as guide dogs).

16.2 The rules specified in 12.2.3 as well as 12.2.4 apply for assistance animals, such as guide dogs.

17 Passenger Rights in the Event of Delays or Cancellation

17.1 Nothing in these General Business Terms and Conditions of Carriage should be interpreted as attempting to exclude, restrict or modify the application of any rights or benefits which you may have under the Australian Consumer Law.

17.2 If there is a cancellation or delay, FlixCompanies or the bus station operator will notify the passengers departing from a staffed terminal of the cancellation or delay as quickly as possible, and at the latest 30 minutes after the scheduled departure time, and inform them of the new anticipated departure time as soon as this information becomes available. FlixCompanies shall provide all passengers, particularly those departing from non-staffed bus stations, electronic information regarding cancellations or delays if the passengers have provided their mobile phone number during the booking process.

17.3 In the event that the vehicle becomes unserviceable during the journey, Flix shall offer passengers continued carriage with a substitute vehicle or carriage to a suitable waiting point from where the journey can be continued.

18 Liability

18.1 If you are a Consumer (as defined in section 3 of the Australian Consumer Law) and Flix supplies goods or services which, for the purposes of the Australian Consumer Law, are of a kind ordinarily acquired for personal, domestic or household use or consumption (PDH Goods or Services) to you, Flix acknowledges that you may have certain rights under the Australian Consumer Law in respect of the guarantee provided under Division 1 of Part 3-2 of the Australian Consumer Law (Consumer Guarantees) as they apply to the PDH Goods or Services supplied by Flix and nothing in these General Business Terms and Conditions of Carriage should be interpreted as attempting to exclude, restrict or modify the application of those rights.

18.2 If you are a Consumer and any goods or services supplied by Flix to you are non PDH Goods or Services, Flix’s liability to you in connection with any breach of the Consumer Guarantees in respect of those non PDH Goods or Services is limited (at Flix’s discretion) to: (a) in the case of goods: (i) the replacement of the goods or the supply of equivalent goods; (ii) the repair of the goods; (iii) the payment of the cost of replacing the goods or of acquiring equivalent goods; or (iv) the payment of the cost of having the goods repaired; and (b) in the case of services: (i) the supplying the services again; or (ii) the payment of the cost of having the services supplied again.

18.3 Subject to clauses 18.4, 18.5 and 18.6, if you make a claim against Flix in connection with or arising out of these General Business Terms and Conditions of Carriage which includes a cause of action other than for a breach of a Consumer Guarantee then, to the extent the claim, or part of the claim, does not relate to a Consumer Guarantee and to the extent permitted by law, Flix’s total aggregate liability arising in connection with all such claims shall be limited to AUD 2500.

18.4 Subject to and without limiting clause 18.1, Flix’s liability for damage to luggage shall be limited and excluded as follows:

18.4.1 In the case of damage to luggage items resulting from an accident involving the bus, or loss of luggage items resulting from the same, Flix’s liability per damage claim per passenger and luggage item shall be limited to AUD 2100.

18.4.2 Liability shall be excluded in cases where the loss of luggage items was unconnected to an accident involving the bus, in addition to the mix-up or theft of the same, except in cases of Flix’s gross negligence.

18.4.3 Liability for damage or further damage resulting from passengers’ failure to pack the luggage items in an appropriate manner shall be excluded, except in cases of Flix’s gross negligence.

18.5 Subject to and without limiting clause 18.1, Flix’s liability for damage to wheelchairs and other mobility equipment or assistive devices shall always equate, at a maximum, to the replacement value or the cost of repair of the lost or damaged equipment. In the process, all efforts will be made to procure at least a temporary replacement of the same, which corresponds to the technical and functional features of the lost or damaged wheelchair or other mobility equipment.

18.6 Subject to and without limiting clause 18.1, Flix’s liability for property damage which is neither accidental damage to luggage nor damage to wheelchairs or other mobility aids or assistive devices, shall be limited to AUD 1800 except if the property damage is caused by Flix’s gross negligence.

18.7 Subject to clause 18.8, your total aggregate liability arising in connection with all claims Flix makes against you in connection with or arising out of these General Business Terms and Conditions of Carriage shall be limited to AUD 2500.

18.8 Clause 18.7 does not apply in relation to any claim which Flix may make against you in respect of your obligation to pay any ticket price, fee, charge or fare.

19 Not Used

20 Place of Jurisdiction

These General Business Terms and Conditions of Carriage are governed by the laws in force in New South Wales, Australia and you and Flix submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia.

21 Ineffective Provisions

If individual provisions within these General Business Terms and Conditions of Carriage should be or become entirely or partially ineffective, void, voidable by a party, unenforceable, invalid or illegal and would not be so if a word or words were omitted, then that word or those words are to be severed and if this cannot be done, the entire provision is to be severed without affecting the validity or enforceability of the remaining provisions of these General Business Terms and Conditions of Carriage.