Travel terms and conditions

These travel conditions govern the road passenger transport service within Albania and abroad provided by ARJANI shpk, NIPT J63208424W, with its registered office in Fier, Fier–Patos road km 1, Terminal Arjani,
tel.: 00355 34 230 306, mobile: 00355 68 33 22 418, email: [email protected], www.arjanitravel.com
These travel conditions are available on the website www.arjanitravel.com.

Article 1. TRAVEL INFORMATION
Arjani shpk guarantees the provision of information about its service routes. Published timetables may change, so you are asked to confirm them when booking. The operating schedule for all routes may be changed, increased or reduced during holiday periods (Christmas and New Year) and from June to September; this may also lead to changes in service routes. Information is provided during official hours through:
• The website www.arjanitravel.com
• Authorized ticket offices
• Calling 00355 34 230 306 or mobile 00355 68 33 22 418 (from 07:00 to 20:00)
• Social media
• Emailing [email protected]

You can also obtain information about:
• The travel conditions
• Timetables, prices and other promotions
• On-board services (power sockets, Wi-Fi, WC)
• Route changes, cancellations, etc.
• Any service interruption or delay
• Procedures for complaints, cancellations and ticket refunds.

To make the requested journey, you must show and, if requested by the state authorities or the driver, hand over a valid document.
During the high season, due to high demand, the service may be provided by contracted operators.

Article 2. TRAVEL DOCUMENT
A passenger is entitled to the service offered by the company only if they hold a valid travel document issued in their name for the itinerary, departure date and departure time.

2.1 TRAVEL DOCUMENT, “TICKET” TYPE
A ticket is a travel document issued by ARJANI shpk or an authorized company or ticket office. It shows the carrier's name and address, the place and date of issue, the place, date and time of departure, the place, date and time of arrival, and the passenger's name. When buying a ticket, the passenger must immediately check the accuracy of the information on it, particularly the name shown, the departure date and time, the boarding and drop-off points, and that the price paid matches the price printed on the ticket. When buying a ticket, the passenger must provide a valid phone number solely to receive necessary travel information if changes occur after the ticket has been issued. The ticket may consist of:
- a printed paper document
- all necessary documents, including travel coupons and invoices, or the ticket available in the “My Ticket” menu of the ARJANI TRAVEL app.
Tickets may also be sent to the passenger digitally, but transmission may fail due to software or app errors. For this reason, the passenger must request the ticket by emailing [email protected], calling +355 68 33 22 418, or contacting an authorized point of sale.

2.2 TRAVEL DOCUMENT “BAGGAGE TICKET”
A baggage ticket is a document issued only by ARJANI shpk or the driver and covers the transport of excess baggage. The price is agreed with the passenger before departure.

2.3 VALIDITY OF THE TRAVEL DOCUMENT
The ticket is valid only for the travel date and time shown and must be presented whenever requested by travel staff. No changes or cancellations can be made after departure, even if the ticket has not been used, as it is considered invalid. A passenger without a ticket may be admitted on board if seats are available; travel staff will issue a ticket.

2.4 THEFT AND LOSS OF THE TRAVEL DOCUMENT
Lost, stolen or damaged tickets cannot be refunded.
The passenger may travel only if they visit the central ticket office in Fier at Terminal Arjani and present a valid document bearing the same name given when the ticket was paid for; in that case, they will receive a copy.

2.5 FISCAL INVOICE
The travel document includes a fiscal invoice under Law No. 87/2019 ON THE INVOICE AND THE TURNOVER MONITORING SYSTEM, generated automatically when the ticket is paid for; the passenger can check it by scanning the QR code.

2.6 CHANGING THE TRAVEL DATE
The travel date can be changed only by visiting the central ticket office in Fier at Terminal Arjani or by calling 00355 68 33 22 418 (from 07:00 to 20:00).
A change is accepted only at least 18 hours before departure; in that case, no additional fees apply.

2.7 CANCELLATION / REFUND OF THE TRAVEL DOCUMENT (TRAVEL TICKET)
If the passenger cannot make the requested journey, they may request a refund only in the following ways:
24 hours before departure: 100% of the amount paid may be refunded in cash or by bank transfer.
The passenger must visit an authorized Arjani Travel point, call 00355 68 33 22 418, or email [email protected].
For international travel, the passenger must independently inform themselves about the rules and laws concerning the documents, visas and identity cards needed to cross the border, as well as customs rules on foreign currency, health requirements and the rules for free movement in the Schengen area. The company is not responsible for adverse consequences of the passenger's failure to follow these laws and rules or for changes to them after booking. In this case, the ticket is not refunded in whole or in part.
For return tickets, a refund is offered for one direction only, provided the cancellation request for that direction was made 18 hours before departure.
The company is not required to refund the unused portion of a ticket if the passenger cannot continue the journey, or if staff decide to end the passenger's journey during travel because of inappropriate behavior or health reasons.

Article 3. TRANSPORT OF MINOR PASSENGERS
The transport of minors who are Albanian citizens is carried out in full compliance with Law No. 18/2017 ON THE RIGHTS AND PROTECTION OF THE CHILD, which the child's parents or legal guardian must be familiar with. For minors who are not Albanian citizens and use the company for travel abroad, their parents or legal guardians must be familiar with the laws of their own countries.

Article 4. TRANSPORT OF NON-ALBANIAN PASSENGERS
Passengers who are not Albanian citizens and travel to the Republic of Albania must be familiar with Regulation No. 513 dated 13.6.2013 ON ESTABLISHING THE CRITERIA, PROCEDURES AND DOCUMENTATION FOR THE ENTRY, STAY AND TREATMENT OF FOREIGNERS IN THE REPUBLIC OF ALBANIA.

Article 5. TRANSPORT OF BAGGAGE
5.1 Types of baggage and permitted dimensions
a) Hand baggage: small items of baggage and/or items of particular value, such as mobile phones, laptops, etc.
b) Baggage handed over to the carrier for storage in the luggage compartment (suitcases, bags, strollers), with dimensions and weight not exceeding the specified limits.
Strollers are carried free of charge as special baggage (a maximum of 1 stroller per family unit) and must be foldable. Non-folding strollers cannot be carried.

Permitted dimensions
A passenger is entitled to carry free of charge, under their own care, one item of hand baggage measuring no more than 40 × 30 × 15 cm and weighing no more than 5 kg, to be placed in the designated space inside the bus (above the seat). The passenger is also entitled to carry two additional items of baggage free of charge, each with maximum combined dimensions of 140 cm (length + depth + width) and weighing no more than 12 kg. Baggage is placed in the lower compartment of the bus and must bear a clear and legible label with the passenger's name, address and phone number, as well as the date and itinerary of the purchased journey. A bicycle may be transported only together with an additional item of baggage (one (1) bicycle + one (1) item of baggage).
Additional baggage may be accepted only if there is room in the luggage compartment, subject to an additional fee paid on board and agreed between staff and the passenger.

5.1 ITEMS IN BAGGAGE
The transport of illegal goods, goods prohibited by customs and goods requiring customs procedures is forbidden. Passengers may not place dangerous, flammable or damage-causing goods or products in their baggage.

5.2 LIABILITY FOR BAGGAGE
The company is responsible only for baggage placed in the lower compartment of the bus.
The company has no responsibility for hand baggage or items not kept in the bus's luggage compartment. Arjani shpk reserves the right to seek compensation from the passenger for any damage caused to the company or third parties. Baggage is not insured, so passengers are advised not to carry valuables unless they have an insurance policy, a copy of which must be presented when the baggage is loaded. In the event of loss, theft or damage, the transport company is liable only within the limits set by law, specifically up to 103 euros per item of baggage. If a passenger discovers a problem with their baggage, they must immediately report it to travel staff.

Article 6. PASSENGER CONDUCT RULES AND RESPONSIBILITIES
Passengers are asked to cooperate with the company and staff to ensure safety during travel and improve service quality, while complying with the applicable rules on access to the vehicle and other facilities. Passengers using the company's services must behave civilly and respect staff and other passengers. On night journeys, stops are made in areas offering passenger services. Unless on-board staff specify otherwise, each stop lasts 15 minutes. Passengers must compensate for any damage they cause to the bus, objects or service facilities; in the event of accidental damage, staff must be informed immediately. On board the bus, passengers must follow the driver's instructions and, in all cases, the following general rules:
• Do not talk to or distract the driver while the bus is being driven.
• Do not disturb other passengers.
• Occupy only one seat.
• Wear a seat belt and use any other safety equipment.
• Keep the bus and its equipment clean.
• Do not in any way compromise the orderly operation and safety of the journey or the level of service.
• Remain seated while on the bus.

6.1 PASSENGER LIABILITY FOR DAMAGE
The passenger is responsible for any damage caused to the bus or company staff, as well as to other passengers or their belongings. In the event of damage, Arjani shpk reserves the right to file a complaint and seek compensation from the competent authorities in accordance with the law.

Article 7. TRANSPORT OF ANIMALS
Passengers must not bring live animals on board, even non-dangerous animals such as pets. Their transport may be permitted, but before buying a ticket the passenger must consult travel staff or the central ticket office, either by visiting Rruga Fier-Patos km 1, Terminal Arjani, or by calling 00355 68 33 22 418. An additional transport fee may apply, and the animal must have a health certificate and the documents required for travel abroad. The only exception is for guide dogs used by blind people, which, under a European Union regulation, may accompany them on all forms of public transport.

Article 8. PASSENGER RIGHTS IN THE EVENT OF CANCELLATION OR DELAY
Passengers have the right to request or receive a refund if the journey is cancelled or departure is delayed by more than 3 hours beyond the scheduled departure time, provided they were not informed of this several hours in advance. If a passenger agrees to continue the journey, they have the right to request food and drink for the entire waiting period. This does not apply to time spent queuing at border crossings or waiting to board a ferry. If the vehicle breaks down, Arjani shpk may enable the journey to continue in another vehicle or take the passenger to a railway station or bus terminal so that they can continue their planned journey. The company may also offer return to the departure point at no additional cost. The company provides its service in accordance with all provisions of Law No. 9902 dated 17.4.2008 ON CONSUMER PROTECTION.

Article 9. COMPENSATION AND ASSISTANCE IN THE EVENT OF AN ACCIDENT
During the transport service, passengers have the right to compensation for death, personal injury, and loss of or damage to baggage caused by an accident involving the buses.
The transport company must enter into an insurance contract with an insurance company and provide service in accordance with Law No. 32/2021 ON COMPULSORY INSURANCE IN THE TRANSPORT SECTOR. Compensation is not automatic; passengers must also comply with this law to claim damages. After an accident involving the buses, the carrier provides reasonable and proportionate assistance for the passenger's immediate essential needs. This assistance includes accommodation, food, clothing, transport and help with first aid. The assistance provided constitutes an acknowledgment of liability.


Article 10. RIGHT TO INFORMATION
10.1 TRAVEL INFORMATION
All passengers travelling on Arjani shpk's regular bus routes have the right to receive detailed information throughout their journey. This information includes passenger rights and the details needed to contact the national authorities responsible for oversight. Where possible, this information is provided on request in accessible formats, with particular attention to the needs of people with disabilities and people with reduced mobility.

10.2 REPORTING DISSATISFACTION OR SUGGESTIONS
A report means any suggestion, observation, proposal, advice or other communication that may help the company understand customer needs and, where possible, improve its services. Anyone with an interest may submit a report to the company through the following channels:
- Emailing [email protected]
- Mailing it to Terminal Arjani, Rruga Fier – Patos Km 1.
- Visiting the head office at Terminal Arjani, Rruga Fier – Patos Km 1.
To enable the company to respond to reports, the customer must provide their personal details and address in addition to the report, clearly setting out all useful information. The company guarantees the confidentiality of personal data as required by privacy legislation.

10.3 COMPLAINTS ABOUT VIOLATIONS OF PASSENGER RIGHTS
A complaint means a written submission in which a customer (or a lawyer or consumer association) reports an action or omission to the company. The company has a system for handling complaints, which passengers may submit through the following channels:
- Emailing [email protected]
- Mailing it to Terminal Arjani, Rruga Fier – Patos Km 1.
- Visiting the head office at Terminal Arjani, Rruga Fier – Patos Km 1.
Passengers may submit a complaint to the carrier within 5 days of the date on which the regular service was provided or should have been provided. Within one month of receiving the complaint, the carrier informs the passenger whether the complaint has been accepted, rejected or is still under review. The carrier must provide a final response within three months of receiving the complaint. These time limits do not apply to matters concerning compensation for death, personal injury, or loss of or damage to baggage in an accident.

Article 11. PRIVACY
Passengers' personal data will be processed by Arjani shpk electronically or on paper in full compliance with Law No. 9887 dated 10.3.2008 ON THE PROTECTION OF PERSONAL DATA, solely for purposes connected with providing the transport service. Passengers must provide accurate data to receive the necessary information about the requested service. The company is not responsible for missing information caused by inaccurate data.