Find the answer to your question here, or contact our consultants and they will be happy to help.
Available luggage: 2 suitcases, each not exceeding 20 kg, with dimensions of 90x60x40 cm, and one piece of hand luggage up to 5 kg.
The surcharge for each additional kilogram is 1.8 EUR/kg to/from Germany and Spain, or 10% of the ticket price to/from the Czech Republic, provided there is available space in the bus luggage compartment.
For pets, a carrier (with a solid bottom) and the necessary documents for crossing the border are mandatory. More details here: https://klr.com.ua/blog/road-animals.
Luggage is packed tightly (heavy suitcases at the bottom, light ones on top), and large compartments have partitions or nets/straps to prevent shifting. Each suitcase is tagged with a label (part of it on the bag, part with the passenger). In the cabin, only light items may be placed on the overhead shelves with rims; blocking the aisle and the areas near emergency exits is prohibited.
It is recommended to keep documents, money, mobile phones, laptops, tablets, bank cards, jewelry, and other valuables with you in your hand luggage rather than checking them into the luggage compartment.
On a double-decker bus, hand luggage must be placed so that it cannot fall while the bus is moving and does not block the aisles, stairs, or exits. When moving between floors, bulky items that make it difficult to hold the handrail or create a hazard for other passengers should not be carried.
KLR Bus rules directly state that the passenger themselves is responsible for the safekeeping of hand luggage throughout the trip, including during stops and while at the border. The carrier separately notes that it does not assume responsibility for valuables — money, documents, electronic and technical devices — if they are transported in the luggage compartment.
Passports and other documents needed for crossing the border should always be kept accessible on your person, especially during international trips; it is not recommended to leave valuables unattended when exiting the bus at stops. If a passenger finds items, documents, or valuables forgotten by someone else in the cabin, they must notify the driver.
Only light and safe items may be placed there. It is prohibited to place heavy, sharp, fragile, or liquid items that could fall or injure a passenger.
Large and heavy items — suitcases, boxes, bags, and other luggage that could injure a passenger or obstruct movement in the cabin.
Luggage is placed evenly and tightly, with heavy items at the bottom. Shifting, falling, or blocking access to technical areas is not allowed.
Its size and weight must comply with the carrier's norms — no more than 5 kg.
The carrier is responsible for luggage checked into the luggage compartment, while the passenger is responsible for hand luggage and personal belongings in the cabin. In case of loss or damage to luggage, the driver must be notified immediately.
The passenger immediately notifies the driver or a KLR Bus representative and presents the luggage tag. The staff member records the case, checks the luggage number, and files a report or statement for further review.
Items must be securely packed, without sharp, dangerous, or prohibited objects. Heavy luggage is placed at the bottom, distributing the weight evenly.
Only small personal items that don't get in the way of your feet and don't block the aisles. It is prohibited to place large, heavy, or dangerous items under the seats.
Yes. A luggage tag with an individual number is attached to each suitcase, and the passenger is given the corresponding part of the tag with the same number for identification and retrieval of the luggage.
You can find the addresses and operating schedule of our official ticket offices on our website in the Contacts section.
You can leave a review about your trip at our official email address feedback@klr.com.ua or on our official Facebook page.
Please call our contact center for further information.
🇺🇦 +38-068-770-60-30
🇺🇦 +38-068-770-63-30
🇵🇱 +48-537-826-008
🇵🇱 +48-732-080-198
🇨🇿 +42-037-421-94-51
🇧🇪 +32-466-903-349
🇱🇺 +31-970-102-811-03
The carrier is not responsible for the passenger's documents or border crossing, so we advise consulting the hotline of the State Border Guard Service of Ukraine (SBGS) before purchasing a ticket. Call 1598 for free from a mobile phone. In case a passenger is removed from the bus at the border due to their own fault, the ticket price is non-refundable.
Unfortunately, this is not possible. When issuing the ticket, we enter your personal details (surname and first name) as indicated in your international passport. Since the ticket is personalized, another person cannot use it.
The arrival time is indicated taking into account a 3-hour border wait; however, delays unfortunately do happen due to factors such as the slow operation of the State Border Guard Service, weather conditions, and traffic situations. Please plan your time accordingly! If you have a transfer to another mode of transport, we recommend allowing a buffer time of 6 to 12 hours. Thank you for your understanding! Arrival and departure times are indicated in local time.
During each stop, the driver announces its duration. The passenger must carefully remember the announced time and independently keep track of returning on time.
KLR Bus rules require passengers to return to the cabin before the end of the stop time announced by the driver. Since most KLR Bus vehicles are double-decker, a passenger with a seat on the second floor needs to return in good time in order to calmly go up the stairs, take their seat, and buckle up before the bus starts moving.
It is not enough to approach the bus at the moment the stop ends — before departure, the passenger must already be in the cabin and ready to continue the trip. Therefore, during stops it is recommended to leave a sufficient margin of time for returning and not to move away from the bus to a distance that could make it difficult to return on time.
KLR Bus makes stops according to the schedule of the specific route. KLR Bus rules do not establish a single universal interval, such as "every 2" or "every 3 hours," for all trips.
The actual timing and duration of stops depend on the specific route, the travel schedule, passenger boarding and drop-off points, road conditions, crossing state borders, actions of controlling authorities, traffic jams, weather conditions, and other circumstances during the trip.
The driver informs passengers of the duration of a specific stop. It is precisely during a full stop that passengers should use services that require moving around the cabin or create additional risk: taking or pouring hot drinks, moving between floors with belongings if possible, and organizing children before disembarking or returning.
The toilet is located directly on the bus. If it needs to be used while the bus is moving, passengers should move as carefully as possible, hold onto the handrails, and not linger on the stairs or in the aisle — more details on onboard services can be found on the Onboard Service page.
The passenger is required to return to the bus before the end of the stop time announced by the driver. If the passenger has not returned within 5 minutes after the end of the announced stop time, the driver has the right to continue the trip without them.
A passenger who is late must then continue their journey on their own. The cost of the unused portion of the trip is not refunded, in accordance with KLR Bus rules.
Therefore, a passenger should not expect the bus to be able to wait an unlimited amount of time for their return, since the driver must adhere to the route and schedule and take into account the interests of all passengers on the trip.
For any inquiries regarding the status of your parcel, please call +38 067 125 97 17
Please contact the company's call center as soon as possible before the bus departs so we can process a refund according to our payment return policy. If you contact us after the bus has departed, the fare is non-refundable.
Available only for tickets purchased with early booking.
Included luggage: 1 suitcase up to 20 kg (max dimensions 90×60×40 cm) + 1 piece of hand luggage up to 5 kg.
For each early booking ticket, a second suitcase up to 20 kg (max 90×60×40 cm) can be reserved for:
For a third suitcase or excess weight beyond the standard luggage allowance, an extra fee applies:
The transportation of animals is allowed on the company buses of the carrier KLR Bus. A mandatory condition for transportation is the presence of a carrier (with a hard bottom) and all necessary documents for crossing the border. Depending on the weight of your animal, there are certain rules for transportation, which you can familiarize yourself with at the link https://klr.com.ua/terms-and-conditions.
KLR Bus allows the transport of pets provided the carrier's special rules, legal requirements, and, for international trips, the veterinary and border rules of the countries on the route are followed.
Conditions depend on the type and weight of the animal:
small animals up to 10 kg — small dogs, cats, ornamental birds, and rodents — are transported on
ly in a container, cage, or carrier bag;dogs weighing 10–20 kg are transported muzzled and on a leash; the passenger occupies the rear area of the bus and must purchase the entire last row of 4 seats;
dogs weighing 20–45 kg are transported muzzled and on a leash; for their transport, the last row of 4 seats plus 2 seats on the right and 2 on the left in front of it must be purchased;
KLR Bus does not transport dogs weighing over 45 kg due to the lack of specially equipped vehicles;
guide dogs are transported free of charge provided there are supporting documents, a muzzle, and a short leash; the weight of such a dog must not exceed 20 kg.
No more than one medium or large dog, or one guide dog, is allowed in the cabin — the ability to transport it depends on the availability of the entire necessary block of free seats. Since a significant portion of KLR Bus vehicles are double-decker, the passenger must use precisely the seat and area designated for the animal in that specific bus; the animal must not move around the cabin or the stairs between floors on its own — the full conditions are set out in the Rules for Providing Passenger Road Transport Services and in our article.
For small pets weighing up to 10 kg, a carrier is mandatory. KLR Bus rules allow the use of a container, cage, or carrier bag with a waterproof absorbent bottom.
The carrier must be closed and sufficiently secure so that the animal cannot leave it on its own while the bus is moving, during boarding, disembarking, or stops. It must not soil the cabin, block the aisle, or create a hazard for other passengers.
For dogs weighing 10–45 kg, a carrier is not required — for them, a muzzle, leash, and placement on the floor on a protective mat in the designated rear area of the bus are mandatory.
A small animal up to 10 kg in a carrier may be held on the passenger's lap; placed under the seat, if two adjacent seats are purchased by passengers traveling together; or on a separate seat — if a full adult-fare ticket has been purchased for this and a mat is used to protect the seat and cabin from soiling.
A dog weighing 10–20 kg is placed on the floor on a mat near the last row at the rear of the bus; a seat is not used for the animal, and the passenger must purchase the entire last row of 4 seats. A dog weighing 20–45 kg is also placed on the floor on a mat at the rear of the bus — for such transport, the 4 seats of the last row plus 2 seats on the right and 2 on the left in front of it must be purchased.
A guide dog stays next to the passenger it accompanies and is held on a short leash.
The placement area is determined by the seats in the bus, rather than separately by floor of a double-decker bus — the actual location is determined according to the layout of the specific vehicle and the availability of the necessary block of seats.
For bus trips within Ukraine, a passenger transporting a pet must carry the animal's veterinary passport and present it at the driver's request — this is directly required by the current Rules for Providing Passenger Road Transport Services.
For an international trip, a veterinary passport alone is not enough. The passenger must have the full set of documents required to take the animal out of Ukraine, enter the first EU country, and continue transit or entry into the destination country.
For dogs, cats, and ferrets traveling from Ukraine to the EU for non-commercial purposes, the general rule requires: microchip identification, valid rabies vaccination, the result of a rabies antibody titration test in cases where it is required, and an official veterinary/health certificate for entry into the EU — more details on these requirements can be found on the official EU portal, on the website of the State Service of Ukraine on Food Safety and Consumer Protection, and in our article. A written owner's declaration is also required for non-commercial movement.
In its own Rules, KLR Bus also lists the veterinary passport, chipping, treatments, rabies vaccination, antibody titration testing, and the veterinary certificate form No. 1/1-VET as documents and procedures that must be taken into account before an international trip — the full list is in KLR Bus's Terms of Carriage.
For international trips, the rules of not only the destination country but also the transit states must be checked. For entry from Ukraine into the EU, dogs, cats, and ferrets are subject to the rules on the non-commercial movement of pet animals.
The main requirements include: microchipping the animal before or no later than the time of the initial rabies vaccination; a valid rabies vaccination; for animals from Ukraine — confirmation of vaccination effectiveness through a rabies antibody titration test, unless an exception provided by law applies; an official EU animal health certificate, issued by a state veterinarian no more than 10 days before the animal enters the EU; a written declaration of the non-commercial nature of the movement; and passing through a designated entry point for travelers with animals.
Additional requirements apply for certain states — for example, dogs traveling to Finland, Ireland, Malta, Norway, or Northern Ireland require special treatment against Echinococcus multilocularis, as specified in the European Commission's rules on the movement of dogs, cats, and ferrets.
For birds, rodents, rabbits, reptiles, and other species, there is no single universal EU regime similar to the rules for dogs, cats, and ferrets — the national requirements of each country on the route must be checked, including through specialized agencies such as the Polish veterinary service, and information on border checkpoints and sanctions. If there are more than five animals, other requirements generally apply, unless an exception applies for participation in competitions, exhibitions, or sporting events.
A passenger transporting an animal is responsible for its continuous supervision, safe behavior, and compliance with the transport rules throughout the entire trip.
The owner or their authorized representative must: have all the necessary veterinary and border documents; check in advance the requirements of Ukraine, the country of first entry into the EU, the transit states, and the destination country; provide an appropriate carrier for a small animal or a muzzle and leash for a medium/large dog; not allow the animal to move freely around the cabin, aisles, or stairs of a double-decker bus; maintain cleanliness and use the necessary mat; not allow aggressive behavior, noise, or other actions by the animal that could create danger or significant discomfort for other passengers; supervise the animal during stops, boarding, disembarking, and border crossing.
If a passenger does not comply with the legally established rules for transporting animals, the driver or carrier has the right to refuse transport. The consequences of non-compliance with veterinary rules at the border — additional inspection, return, isolation or quarantine, and related costs — are borne by the person responsible for the animal, in accordance with the Rules for Providing Passenger Road Transport Services and the requirements of the relevant authorities, particularly regarding border veterinary control.
Deputy heads of the operations service organize and oversee instrumental and visual inspection of units after a trip and before departure. Acceptance-and-release mechanics carry out post-trip and pre-trip inspections and sign the trip sheet. The medical service carries out the mandatory pre-trip examination of drivers (blood pressure, alcohol, well-being). The crew (drivers) performs the daily acceptance inspection on the route and is responsible for traffic safety. The dispatch service and the planning department monitor the speed regime via GPS trackers and coordinate crew actions on the road.
The airtightness of the pneumatic system (via a pressure gauge), the effectiveness of test braking, the functionality of the retarder and the ABS/ESP systems via indicators, the condition of the brake hoses, and the thickness of the friction linings.
Yes. Pressure is measured with a pressure gauge or a TPMS system according to axle load. Tread depth must be at least 4 mm for domestic trips and 7 mm for international ones (in winter — increased requirements for winter tread). Tires are inspected for cuts, cracks, exposed cord, and foreign objects between dual wheels, and the tightness of the wheel fastening nuts is also checked.
The total steering wheel play is measured (no more than 10°), the fluid level in the power-steering reservoir is checked, along with the absence of leaks and smoothness of steering wheel rotation, as well as the integrity of the steering rods, dust boots, and cotter-pin connections on the inspection pit.
Low and high beam headlights, position lights, fog lights, daytime running lights, turn signals and hazard lights, brake lights, reverse lights, license plate illumination, and outline lights along the entire length of the body.
Yes. The windshield must have no cracks in the wiper area, and the side windows and mirrors must be undamaged. Optics, glass, and mirrors are cleaned, the operation of the windshield washers and wipers is checked, and the electric adjustment and heating of the mirrors are set individually for the driver.
Yes. The smoothness of opening and the tight closing of the doors are checked, along with automatic locking while moving (from 3–5 km/h), the anti-pinch system (sensitive edges), and the prohibition of movement with the doors open.
The aisles to the exits must be free of luggage. The functionality of the locks and emergency-opening levers from inside and outside is checked, along with the condition of the roof hatches and the presence of "Emergency Exit" markings.
Yes. After a trip, the crew checks the fixation of the seat frames to the floor and rails, the functionality of the backrest adjustment and seat-sliding mechanisms, and the integrity of the armrests and tray tables. Repairs are carried out if needed.
Yes, all passenger seats are equipped with certified belts. The crew checks the functionality of the inertia reels and buckle locks. Drivers are required to instruct passengers on the mandatory use of seat belts throughout the entire trip; standing up and walking around the cabin while moving is prohibited.
Yes. Climate control, ventilation flaps, the auxiliary heater (Webasto/Eberspächer) for winter, and the even distribution of airflow onto the glass to prevent fogging are checked.
Yes, before a trip drivers check the voltage in the 230V outlets and the operation of the USB ports with a tester or visually, and malfunctions are fixed together with the service center.
Yes — the presence of hand-washing water and chemical agents for the bio-toilet, the functionality of the flush, ventilation, and lighting, as well as the presence of soap, paper towels, toilet paper, and antiseptic.
At least two functional fire extinguishers, a fully equipped first-aid kit, the operation of the monitors, the driver's microphone, and Wi-Fi (including Starlink), the presence of on-board documents (permits, insurance, tachograph cards or a digital tachograph), an emergency kit (wheel chocks, an emergency stop sign, vests, a towing cable, spare parts), and the level of technical fluids (oil, antifreeze, AdBlue).
A three-tier system: deputy heads of the operations service plan maintenance and overhaul schedules and are responsible for releasing functional vehicles; the head of the operations service analyzes the causes of failures and investigates breakdowns; the service center's instrumental control service (diagnostic technicians, electricians, auto mechanics) directly performs fault detection and repairs.
Scheduled: MO-1 (minor) — oil and filter change, visual diagnostics of the running gear; MO-2 (major) — additionally replacing air and moisture-separator filters, checking valve clearances, changing the oil in the gearbox and differential. Unscheduled: routine repair of minor faults and emergency repair after an accident or critical failures.
In real time via GPS/GPRS: speed (electronically limited to 100 km/h in the EU), geoposition and route compliance, as well as driving style — sharp braking, acceleration, turns, and engine idling.
Yes, the company maintains its vehicles with its own service, which performs the entire necessary scope of work. Based on many years of experience, regulated part-replacement schedules have been developed.
Yes, keeping repair history is mandatory for domestic and international trips through specialized software for service centers. A foreman opens an electronic work order, a mechanic scans the barcodes of installed parts, the system records the technician, the part, and the brand, and after the work order is closed, it automatically calculates the mileage and the date of the next service.
A three-tier protocol is in place: the fleet mechanic questions the crew by phone even before the bus returns; after the bus returns, it is inspected by the acceptance-and-release mechanic; during repairs, the service additionally inspects adjacent units and coordinates additional work if needed.
The final decision on clearing or pulling a bus from a trip is made solely by the responsible mechanic.
Yes, depending on the year of manufacture. Modern models (MAN Lion's Coach, Setra 500/600 series, new Van Hool) are equipped with telematics (MAN Pride, Omniplus On), which transmits error codes to the server in real time. Older models and custom bodies mostly lack this function.
The driver pulls over to a safe place, turns on the hazard lights, sets out the emergency stop sign, puts on a vest, and notifies the departments. The dispatch service informs passengers, organizes a transfer, and looks for a backup bus. The operations service advises the driver remotely and calls for technical assistance or a tow truck.
In most cases, a backup bus arrives within an hour of the incident. It is deployed if the breakdown cannot be fixed on the spot within a short time (usually more than 1–2 hours) or if the malfunction threatens passenger safety.
The carrier engages partner service networks (MAN Mobile24, Omniplus Service for Setra) or has agreements with local repair shops along the route for a mobile workshop to come out or for evacuation.
Yes, on all MAN, Setra, Van Hool, and Beulas models — it prevents the wheels from locking during emergency braking.
Yes, mandatory for Setra (400 and 500 series), MAN Lion's Coach, Van Hool TX/T, Beulas on Scania/Volvo/MAN chassis. It brakes individual wheels and reduces engine speed, preventing skidding or rollover.
Yes, standard for Setra (Active Brake Assist ABA 3/4/5/6) and MAN (EBA).
Yes, a mandatory system for European tourist and scheduled coaches.
Mostly on models from 2020 onward (earlier — optional). Since 2024 it has been mandatory for new buses in the EU, and is actively implemented in the Setra 500/600 and MAN Lion's Generation.
Yes, on modern models (MAN Lion's Coach from 2018, Setra ComfortClass/TopClass 500/600) TPMS is integrated into the onboard computer, and since July 2024 it has been mandatory in the EU (GSR II regulation). The driver sees the pressure and temperature of each wheel on the display; if pressure drops or overheating occurs, the system gives an audible signal and a red warning.
On older models (up to 2010–2012) — regular cruise control. On modern ones — adaptive cruise control (ACC) with radar and Predictive Powertrain Control (Setra) or EfficientCruise (MAN) systems, which maintain distance and read the road terrain 3 km ahead to save fuel.
Yes, mandatory for M2/M3 categories. The maximum speed is technically limited to 100 km/h (intercity/international trips) or 90 km/h in some countries or companies; on older buses the limit rarely reaches 102 km/h.
Yes, modern coaches (Setra 500/600, the new generation of MAN) are equipped with Attention Assist or driver monitoring cameras — a mandatory EU standard since 2024. The system analyzes driving style or monitors the driver's face via an infrared camera and gives a signal in case of fatigue or distraction.
Yes, this is the same driver attention monitoring system.
Yes, professional multi-channel MDVR recorders are typically installed, which record the road situation, driver actions, speed, and GPS coordinates in a cyclical recording onto memory cards.
A camera under the windshield (lane control, sign recognition), a reverse camera, a camera above the second door (boarding control), and optional 360° surround-view cameras.
Yes, standard on modern coaches — to maintain order, prevent luggage theft, resolve conflicts, and record falls during sudden braking.
An emergency signal button on the dashboard; since 2015 — automatic activation of the hazard lights upon emergency braking or activation of the fire alarm; also an SOS button (the eCall system for automatically calling rescuers in the event of an accident).
The main exits are the service doors (front and middle). The emergency exits are marked side windows ("Emergency exit / Аварійний вихід") and roof ventilation hatches, which can be pushed out or opened with special handles in the event of a rollover.
At least 2 units according to UNECE Regulation No. 36/107: one near the driver's seat, the second — in the cabin near the middle door or on the second floor. Additionally, all buses have an automatic fire-suppression system for the engine compartment.
Visually by the driver or mechanic before each trip (pressure control via the gauge) and annual maintenance (recharging) at certified centers.
Two mandatory first-aid kits (AMA-2 or DIN 13164) with dressing materials, antiseptics, scissors, a thermal blanket, and gloves. Medications are usually not included due to the risk of allergies. Before each trip, the integrity of the packaging and the expiration date are checked (renewed once every 3–5 years).
Next to each emergency exit window (4–8 per cabin), mounted on the posts between windows. The driver checks their presence before each departure; to protect against theft, the hammers are connected to an alarm or secured with seals.
Wheel chocks, an emergency stop sign, reflective vests for the crew, and a towing hook or bar for evacuation.
The doors can be opened manually using the emergency valve/button (from inside or outside the bus) — after the air is released from the pneumatic system, the door panel opens with a push. Windows are broken with an emergency hammer at the corner of the glass (on older models — with a pull cord around the perimeter). Roof hatches are opened with red levers that push the cover outward.
Emergency hammers for breaking glass, emergency door-depressurization valves, independent emergency lighting and "EXIT" signs, first-aid kits, thermal blankets, fire extinguishers, and reflective vests with flashlights.
Yes, this is mandatory. The system has its own backup batteries and continues to work for up to 30–60 minutes even if the main batteries are damaged or the "ground" is disconnected.
An automatic fire-suppression system in the engine compartment (sensor tubes and nozzles around the engine and heater, activated by overheating or open flame), smoke detectors in the toilet, luggage compartments, and near the electronics unit, as well as "ground" disconnect switches for instantly de-energizing the bus. Procedurally — a pre-trip inspection of the engine compartment for leaks, fire extinguisher control, and a ban on smoking and faulty devices in the cabin.
Yes. Driver: a safe stop with the hazard lights and hand brake on, evacuating passengers to a distance of at least 50 meters in case of fire, calling emergency services (112), and reporting to the dispatcher. Dispatcher: recording the GPS coordinates, duplicating the call to rescuers/police/assistance (abroad), and organizing a backup bus if needed.
A call button above each seat signals the driver or attendant. Information screens and speakers announce stops, safety rules, and weather. In emergency situations, emergency door-opening buttons, emergency hammers, roof hatches, two DIN first-aid kits in the driver's cabin (drivers undergo first-aid training), and an automatic fire-suppression system with smoke detectors are available.
The driver must have a driver's license of the appropriate category, a driver card for the tachograph, and the necessary documents for carrying out international transport.
At least 3 years of bus-driving experience.
Yes. The driver must have experience carrying out international passenger transport and know the requirements of international law, work-and-rest regimes, and border-crossing rules.
Drivers undergo an annual medical examination, as well as a pre-trip medical examination before each trip.
Introductory and professional training, familiarization with KLR Bus rules and standards, as well as safety briefings and briefings on operating the bus.
Regularly — additional training and briefings cover safety, international transport regulations, working with the tachograph, passenger service standards, and bus operation.
Rules of safe driving, actions in the event of an accident and emergency situations, fire safety, passenger evacuation, use of emergency equipment, and first aid.
Yes, drivers are trained on actions in the event of an accident, fire, passenger evacuation, technical malfunction of the bus, and other emergency situations.
Based on tachograph data and the drivers' work-and-rest schedule.
Using a tachograph. Digital and smart tachographs are used, and the information from them is regularly read and monitored.
They stop in a safe place and take the necessary rest break.
Using a phone is only allowed via a hands-free system, without holding the phone in hand.
Yes, a history of violations is kept and analyzed, and if a violation is detected, measures are taken to prevent repeat violations.
A pre-trip medical examination and a check of the vehicle's technical condition.
They immediately stop the bus, turn on the hazard lights, ensure the safety of passengers, provide assistance, and notify the relevant services.
Evacuation is carried out in the event of a threat to life: the driver stops the bus in a safe place, organizes the exit of passengers, and leads them to a safe area.
The driver stops driving, notifies the carrier, and if necessary, a driver replacement is arranged or medical assistance is called. An ambulance is called by the driver or crew at 103/112, reporting the exact location of the bus.
Yes, if necessary, the bus can make an unscheduled stop to ensure safety and provide assistance to the passenger.
Contact with the dispatcher via the hotline.
Passengers receive information about the duration of a stop before and during it — the driver announces the stop time.
The dispatcher on shift. For each shift, each dispatcher is separately assigned routes and trips to handle (for example: Madrid, Malaga + feeder trips within Ukraine for specific routes).
Yes. When processing routes and trips, the dispatcher uses GPS to monitor the estimated arrival time of the bus at the designated boarding or drop-off point.
The dispatcher receives operational information to monitor and manage trips: the bus's location, trip status, deviations from schedule, delays, and other important changes. The data is available in real time or as close to real time as possible, allowing for a prompt response to the situation.
A work phone (VoIP for the dispatcher, Android for the driver) and Telegram.
Example algorithm: the dispatcher notices via GPS that the bus has been at a bus station for a long time, exceeding the planned stop duration. After contacting the driver, the reason is clarified — for example, a breakdown that cannot be fixed on the spot. The dispatch service reports this in the work chat and, in order not to delay passengers, makes a proactive decision — arranging a transfer onto a partner carrier's vehicle.
The delay is tracked via GPS or by a call from the driver. Decisions on further actions are made by logistics staff and dispatchers — depending on the situation.
The approval chain: driver → logistics staff → dispatcher.
The administrative department is responsible for this. It provides for prompt informing of responsible persons, assessment of the situation, determination of further actions, and coordination of all involved departments in accordance with internal procedures.
Employees of the administrative department.
During the trip, the passenger must use the bus and all cabin equipment with care, use it only for its intended purpose, and not create danger for themselves, other passengers, or the crew.
Since the vast majority of KLR Bus vehicles are double-decker, the stairs between floors and the aisles must remain clear at all times. While the bus is moving, moving between floors should only be done when necessary, always holding onto the handrails. It is prohibited to stand, sit, wait, or leave hand luggage on the stairs; when possible, moving between floors should be done while the bus is fully stopped.
The toilet must be used for its intended purpose, kept clean, not clogged or damaged, and smoking in it is prohibited. If a passenger needs to use the toilet while the bus is moving, they must move through the cabin as carefully as possible, hold onto the handrails, and not linger in the aisle or on the stairs. Children should use the toilet under the supervision of an accompanying person.
Preparing, pouring, receiving, and carrying hot drinks is only allowed while the bus is fully stopped — this rule is intended to prevent burns during braking, maneuvering, or road unevenness. Outlets and USB ports are used for charging personal devices; cables must not run through the aisle or stairs. In case of heating, odor, sparking, or another malfunction, use must be stopped immediately and the driver notified.
Hand luggage must be placed so that it cannot fall while the bus is moving and does not block the aisles, stairs, or exits. Standing on seats with your feet, damaging cabin equipment is not allowed, and emergency exits, hammers, and other emergency equipment may only be used for their intended purpose in case of genuine necessity.
Smoking, consuming alcoholic beverages, blocking aisles, putting feet on seats, lying on seats or the floor is prohibited in the cabin and toilet, and the passenger bears financial liability for damage caused to the vehicle.
A passenger may disembark only after the bus has fully stopped. Since most KLR Bus vehicles are double-decker, passengers on the second floor should not stand up early, go down, or wait on the stairs while the bus is moving — after a full stop, they must go down in an orderly manner, holding onto the handrails, without pushing or creating crowding on the stairs. For a safe and orderly disembarkation, it is necessary to: wait for the bus to fully stop; not stand up or crowd near the doors ahead of time; not block the aisles and stairs with hand luggage; check your seat and the luggage shelf before exiting; take your phone, documents, money, and other personal belongings; not push and allow other passengers to safely make their way to the exit; use the stairs and handrails carefully; help children, elderly people, and passengers who have more difficulty moving; after disembarking, retrieve your luggage from the luggage compartment. Passengers from the second floor are advised not to carry several items down the stairs at once if this makes it impossible to use the handrail. If someone else's forgotten belongings, documents, or valuables are found after disembarking or during the trip, the driver must be notified. Boarding and disembarking are only allowed at locations designated by the route in accordance with the carrier's permitting documents.
During a regular stop along the route, KLR Bus rules do not establish a separate obligation for each passenger to personally notify the driver before getting off the bus. Passengers may only get off after the bus has fully stopped. Passengers on the second floor must not go down early and wait on the stairs while the bus is moving — after a full stop, they must calmly go down, holding onto the handrails and without creating crowding on the stairs. The driver announces the duration of the stop, and the passenger independently keeps track of the time and returns before the end of the announced stop. If a passenger needs assistance or plans unusual actions, it is advisable to notify the driver or another crew member in advance. Unauthorized disembarking at locations not provided for by the route and the carrier's permitting documents is not allowed.
Yes — daytime and nighttime general lighting modes, step lighting near the doors, and individual reading lamps above each seat.
Yes, all buses are connected to GPS monitoring.
According to manufacturers' regulations (MAN Truck & Bus, EvoBus/Setra, Van Hool): the service interval for Euro-6 is every 30,000–50,000 km depending on the engine. Seasonal maintenance is carried out twice a year (in spring and autumn) to prepare systems for extreme temperatures.
It is regulated by the European AETR Agreement via a digital tachograph with the driver's personal chip card. Continuous driving — maximum 4.5 hours, after which a mandatory 45-minute break is required; a total of no more than 9 hours per day (twice a week — up to 10 hours). On long international routes, a pair of drivers works together.
As part of mandatory technical inspections and daily before each departure (pre-trip control). The bus crew and the duty acceptance-and-release mechanic are responsible.
Yes, in accordance with the drivers' work-and-rest schedule.
First aid within the scope of their skills: stopping bleeding, monitoring breathing, performing CPR if necessary, and waiting for medical personnel.
An inquiry is processed immediately upon receipt.
If a seat on the bus is equipped by the manufacturer with a seat belt, the passenger is required to be buckled up while the bus is moving. This rule applies equally to passengers on both the first and second floors of a double-decker bus.
The passenger must fasten the seat belt themselves after boarding and remain buckled up while the bus is moving. Unbuckling and leaving one's seat, including to move between floors, should only be done when necessary — after returning to the seat, the passenger must buckle up again.
The KLR Bus Public Agreement does not establish a separate specific fine specifically for not wearing a seat belt. At the same time, using the seat belt is part of the Transportation Rules, which the passenger is required to follow.
During an international trip, the passenger must comply with the border-crossing rules, customs, and migration requirements of each country along the route. The passenger must carry all properly completed and valid documents needed for departure, transit, and entry, and present them at the request of the driver, the carrier, border guards, customs officers, and other authorized persons.
During inspection, it is necessary to comply with the lawful requirements of border and customs officials, prepare documents in advance, answer questions asked, present personal belongings and luggage for inspection if necessary, not obstruct the conduct of the inspection, and follow the organizational instructions of the driver and crew.
Each passenger is personally responsible for their documents, luggage, and belongings that they transport across the state border.
The bus's stay at a checkpoint is part of the international trip, during which the passenger must follow the instructions of the crew and representatives of the controlling authorities. Passengers should not leave the bus or the inspection area on their own without the permission of the driver or authorized persons.
On a double-decker bus, passengers must follow the crew's instructions regarding when to stay in their seats, when to come down from the second floor, and when to get off for inspection. Passengers should not gather early on the stairs or near the exits, as this complicates the orderly movement of passengers and can create a hazard.
The passenger must keep their passport and other documents accessible and be ready to present them for inspection. KLR Bus rules separately stipulate that the trip schedule does not allow time for visiting Duty Free shops — so the passenger must not leave the inspection procedure on their own to visit a shop if this could cause a delay for the bus. While at the border, it is especially important to keep track of one's documents and hand luggage, since the passenger themselves is responsible for their safekeeping.
If border, customs, or other state authorities carry out an additional check of documents, a personal search of the passenger, or an inspection of their luggage, the passenger must comply with the requirements of the relevant officials and go through the established procedures — calmly providing the documents, explanations, and items that are lawfully required for the inspection.
Undergoing an individual inspection is the responsibility of the specific passenger. KLR Bus rules provide that if a passenger is detained at the state border for verification of travel documents, an individual search, or customs procedures concerning their belongings or luggage, the bus has the right to continue the trip without that passenger.
It is separately established that if a passenger fails to comply with customs or border rules and, as a result, the trip is delayed by more than 15 minutes, the driver has the right to continue the bus's journey along the route without that passenger, and in such a situation the cost of the trip is not refunded.
The rules for transporting children depend on the child's age, height, and the type of trip.
Children under 8 may only travel accompanied by an adult. They may not occupy panoramic seats, seats No. 1 and No. 2 next to the driver, or seats behind the stairs.
Children from 8 to 13 years old inclusive must be seated next to their parents or another accompanying person. They may not occupy panoramic seats or seats No. 1 and No. 2 next to the driver.
Children for whom a child restraint system is required under the established requirements are transported using a child seat or booster.
Passengers aged 14–15 on international trips travel accompanied by an adult who has the right to accompany the child. Passengers aged 16–17 may make an international trip unaccompanied, provided they have the necessary documents, in particular the appropriate permission from one of the parents or legal representative, if required by law.
For international trips, the requirements of Ukrainian law, transit states, and the destination state regarding the exit, entry, and accompaniment of minors additionally apply — the full transportation conditions are described in KLR Bus's Terms of Carriage, and the requirements for accompanying children abroad are set out in the Rules for Crossing the State Border by Citizens of Ukraine and the Law of Ukraine on the Legal Status of Foreigners.
Yes, KLR Bus offers the option to order a child seat or booster for a trip with a child.
It is recommended to order a child seat in advance when booking the trip or through KLR Bus customer support. When ordering, you should provide the child's age and height so that staff can account for the need for a special device and correctly assign a seat on the bus.
A child seat or booster is used in seats where its installation is permitted by the bus's design and the corresponding restraint device. For children under 12 or under 145 cm in height, KLR Bus rules require the use of a child seat or booster.
When booking a ticket, parents or accompanying persons are advised to immediately notify that they are traveling with a young child and that a child seat is needed.
Yes, special seating rules apply to children, aimed at ensuring their safety during the trip.
Children under 14 must sit next to their parents or other accompanying persons.
Children under 14 may not be seated in panoramic seats or seats No. 1 and No. 2 next to the driver. For children under 12, seats behind the stairs are also not used. Children under 8 are not seated on the first floor of a double-decker bus.
When booking tickets for a child and an accompanying person, it is recommended to choose adjacent seats. If the seat chosen by the passenger does not meet the safety requirements for transporting a child, KLR Bus representatives may offer a different seat.
A child may be accompanied by one of the parents, an adoptive parent, a guardian, a trustee, another legal representative, or another adult who has the proper authority to accompany the child.
On international trips, not only the adult's actual presence matters, but also having documents confirming their right to accompany the child, if such documents are required for the specific trip.
The accompanying person must: be an adult; have their own valid documents for international travel; have the child's documents; if necessary, have documents confirming family ties or authority to accompany; supervise the child throughout the trip; ensure the child follows the rules of conduct and safety.
Requirements for the accompanying person's documents may differ depending on the destination country and the countries the route passes through, as provided for by the Procedure for Children's Departure from Ukraine.
During the trip, a child must follow the general passenger conduct rules and KLR Bus safety rules.
While the bus is moving, the child must stay in their seat. If the seat is equipped with a seat belt, the child must be buckled up.
The child is not allowed to move around the cabin unnecessarily while the bus is moving, to be in the aisle or on the stairs, to interfere with the driver's work, to distract the crew, or to create inconvenience for other passengers.
On double-decker buses, a child must not use the stairs between floors on their own during boarding, disembarking, or while the bus is moving. The accompanying person must supervise the child going up and down, prevent running or playing on the stairs, and, when possible, move between floors only after the bus has fully stopped.
If a child needs to use the toilet, the accompanying person must take the child's age into account and safely accompany the child, especially if this requires moving between floors. Hot drinks for the child or the accompanying person should only be taken, poured, and carried while the bus is fully stopped — a child must not be led down the stairs at the same time as carrying an open cup of a hot drink.
The behavior of young children and their compliance with safety rules are monitored by their parents or other persons accompanying the child.
For international travel, a child must have a valid document giving the right to cross the state border. As a rule, for a citizen of Ukraine, the main document is a passport for travel abroad.
Depending on the child's age, the identity of the accompanying person, and the specific route, the following may additionally be required: the child's birth certificate; documents confirming family ties with the accompanying person; documents establishing guardianship, trusteeship, or adoption; parental permission or consent for the trip; a document authorizing another adult to accompany the child; a visa or residence permit, if required for entry into the relevant state; other documents required by the rules of the destination or transit country.
For children under 16, during the period of martial law in Ukraine, special rules for departure abroad apply, established by the Rules for Crossing the State Border by Citizens of Ukraine and the Procedure for Children's Departure from Ukraine. At the same time, Ukraine's rules on a child's departure do not override the requirements of the state the child is entering or transiting through — these should be checked against the official European Union portal on documents for the travel of minors.
Before an international trip, parents or accompanying persons must check the requirements of all countries along the route. Responsibility for the child having the necessary and properly completed documents lies with the passenger, one of the parents, the legal representative, or another person organizing or accompanying the child's trip — for more details, see KLR Bus's Terms of Carriage.
Passengers traveling with children must pay special attention to their safety during stops. A child must exit the bus and return to it together with their parents or another accompanying person — young children should not be left unattended near the bus, at the bus station, gas station, parking area, or other stopping place.
The accompanying person must monitor the child's whereabouts throughout the stop, not allow the child to go onto the roadway on their own, keep track of the stop duration announced by the driver, and ensure the child returns to the bus in good time. KLR Bus rules also stipulate that children under 14 must be seated next to their parents or accompanying persons.