Cancellations and Changes
Cancellations are possible up to 15 minutes before departure. There are no reimbursements in the form of actual money. Instead you will receive a Hellö Bus credit code to the value of 100% of the fare. Special offers/ vouchers can not be cancelled. No partial cancellations are possible - the entire reservation must be cancelled. If you want to cancel a single passenger of a larger booking, the whole trip must be cancelled and then rebooked for the remaining passengers. Tickets cannot be changed. Modifications can be made by cancelling the existing booking and then rebooking. Changing the name on a ticket, transferring tickets, and changing seats falls under the same umbrella.
In order to qualify for a disabled discount an Austrian certificate of disability is required. You will then be eligible for a 50% discount on single fares. An Austrian certificate of disability also entitles an accompanying passenger to travel free of charge.
Unfortunately, animals cannot be carried. Assistance dogs are the only exception, and you must notify Hellö beforehand by calling +43-810-500-120 or emailing firstname.lastname@example.org.
In general, you can bring a bike free of charge. However, it does count as a piece of bulky luggage. It is up to the bus driver to make the final decision, as they have to be sure there is enough space in the luggage compartment.
You are permitted to take up to two pieces of luggage (80x60x30cm) and a single piece of hand luggage (40x30x17cm) free of charge. Additional luggage limits are flexible, in that the driver is able to load more luggage in the hold if all the other passengers have already stowed their suitcases and there is sufficient room.
You can either print your ticket or show the driver the QR code that is generated when the ticket is issued. The QR code can be displayed on your phone or tablet.