OneTicket sets common conditions of carriage for all carriers involved in order to have a uniform standard of travel and protection of passenger rights. In addition, carriers may apply some of their own rules.

Passenger Rights

Entitlement to compensation is recognized if the delay is due to reasons on the part of the carrier (vehicle breakdown, operational disruption etc.)

60–119 minutes



Limited to cases of delays caused by the operating carrier.

Request Compensation

120+ minutes



Limited to cases of delays caused by the operating carrier.

Request Compensation


Passengers are entitled to alternative transport arrangements or other suitable assistance, even if that entails rerouting.

More information
return ticket


If transport to the destination is not possible, passengers have the right to abandon their itinerary and return to their point of origin free of charge, receiving a refund for the unused portion of the paid fare.

More Information

Cancel a Trip

OneTicket can be returned until 23:59 the day before the ticket validity starts. Unlimited passes can also be returned during their validity period. Cancellation fees may apply:

cancellation fee

Cancellation Fees

7 %

when returning a paper ticket at the issuing carrier's ticket office

cancellation fee

Cancellation Fees

14 %

when returning a paper ticket at another carrier's ticket office


Terms and Conditions of Carriage

A OneTicket ticket is a single contract of carriage between a passenger and a carrier, irrespective of the number of times a passenger travels or travels.

Submitting Your Claim

While en route, contact the carrier's on-board staff or ticket desk for assistance.

Compensation requests and other claims can be submitted through the following channels:

at any point of sale of the participating carriers
through the OneTicket Customer Center