FAQ

We ask you to arrive approximately 15 minutes before the agreed departure time. This gives us enough time to load everything calmly, check attendance and depart on time.

Our coaches are equipped with a toilet. However, this is an emergency toilet, intended for exceptional situations. The driver therefore makes regular stops so that everyone can comfortably use the toilet facilities along the way.

For short journeys, we ask that you refrain from eating on board. For longer journeys, eating is permitted, provided that order and cleanliness are maintained in the vehicle.

We ask that you be mindful of what you bring with you as a snack and avoid snacks that are easy to spill. Our drivers are proud of their buses and count on passengers to treat the vehicle with respect.

Large meals are preferably eaten at the stops along the way, which are provided in sufficient numbers on longer journeys.

During our longer journeys, drinks are always available on board. We offer a standard range at reasonable prices.

For shorter journeys, we can provide drinks on board the coach on request. This can be done either by paying on board or by settling the bill afterwards via the final invoice.

We ask that you always notify us in advance so that we can provide sufficient drinks and ensure that everything runs smoothly.

The driver will ensure sufficient and timely stops along the way. Stops can be agreed upon in consultation with you and the driver.

If no specific arrangements have been made in advance, the driver will always stop in accordance with the statutory driving and rest times. This ensures a comfortable and safe journey for everyone.

Unlike air travel, we do not impose strict limits on the number or weight of luggage items. However, we do ask that you be reasonable with the amount of luggage you bring, as the luggage space on a coach is not unlimited.

We also ask you to consider the well-being of our drivers. Excessively heavy or unusual luggage can be difficult to handle. If in doubt, we will be happy to help you find a suitable solution.

If you are unable to arrive at the departure point on time due to a delay, please inform us in good time. This will ensure that the driver does not leave without you. You can inform us via your tour guide.

Would you like to use our services? You can easily request a quote for your next trip. The quickest way is to use the “Quote” button at the top of this page.

We would like to draw your attention to the fact that we cannot reserve buses without formal confirmation or an explicit request to do so. Simply receiving a quote does not guarantee that the bus will remain available. It is therefore important that you formally confirm any quote.

Are you unable to use our services? Please inform your regular point of contact as soon as possible. Depending on when you cancel, you may or may not be charged.

If we are notified in good time and can use the vehicle for another assignment, we will not charge any costs. If a cancellation is not reported, we will be obliged to charge the full costs.

Yes, requesting a quote is completely free of charge and without obligation.

When requesting a quote, you can indicate that a wheelchair lift is required on the bus. We will then ensure that an adapted vehicle is used so that boarding can proceed smoothly and safely.

Did you notice damage to your luggage or bicycle when you got home? Please let us know as soon as possible via our contact form or through your travel organisation.

Based on your report, we will open a claim file with our insurance broker. We will then guide you step by step through the rest of the process to ensure that your claim is handled correctly.

We take every report seriously and ensure that it is followed up carefully. Even when things go wrong, you can count on our commitment and support.

Nobody is perfect, but we do our best every day to improve. If you notice something that could be improved, have a complaint or want to share a suggestion for improvement, please let us know via our contact form.

We take every comment seriously and review your feedback with an open and constructive mind.

And honestly, we always enjoy hearing about positive experiences. So please feel free to share those with us as well.

Our drivers always do their utmost to arrive at the departure point on time. Please bear in mind that traffic can sometimes be unpredictable.

If you notice that the bus is not on time, please feel free to contact your regular point of contact at Hansea. They will follow this up immediately and help you further.

Preventive maintenance in accordance with the manufacturer's specifications and our internal maintenance schedule, carried out by experienced mechanics.

Have you lost something on one of our vehicles? Please contact your regular point of contact as soon as possible. It is best to do this by email, providing as clear a description as possible of:

- the lost item

- where and when it was lost

- the reservation reference number (if available)

Once we can confirm that the item has been found on the vehicle, you can collect it from the relevant branch during office hours.

Driving and rest periods are rules that determine how long a driver is allowed to drive and when he is required to rest, in order to ensure the safety of passengers and drivers. We always plan our journeys in accordance with these legal requirements.

For more information about the exact rules, please visit this website: https://mobilit.belgium.be/en/road/transport/driving-and-rest-periods