Ecolines Anmeldelser 

I am extremely disappointed with the service provided by Ecolines on the night bus route Tallinn – Saint Petersburg, which departed on Monday, August 3, at 1:15 AM.
Before boarding, the drivers repeatedly insisted that my child and I would not be allowed to enter Russia because my child has a 5-year non-biometric Russian passport. They confidently claimed that a law had been in force for a long time, accused me of not knowing the law, and repeatedly told me that we would “100% be refused entry.” They were even reluctant to let us board the bus.
I explained several times that we had already crossed the same border in April using exactly the same passport, which had been issued in February, and that we had experienced no problems whatsoever. Instead of listening, they continued to insist that I was wrong.
Eventually, they agreed to let us board only after telling me that I would be traveling entirely at my own risk and that if Russian border control refused us entry, I would have no complaints against them, would remain at the border without causing any “drama,” and the bus would leave without us.
During the trip I searched extensively for the law they referred to, but I could not find any official source supporting what they had told me.
When we reached the first border checkpoint, the drivers handed over my child’s passport and asked whether we would be allowed through. The passport was returned within seconds without any comments, clearly indicating that there was no issue. Nevertheless, the drivers still refused to acknowledge that they had given us incorrect information.
In the end, my child and I crossed the Russian border without any questions or problems regarding the passport.
After crossing, I told the driver that they had misled me and caused unnecessary stress. Because of their misinformation, I could easily have decided not to travel at all, lost the cost of my bus tickets, and had to pay for a hotel in Tallinn and other unexpected expenses. Instead of apologizing, they simply replied that nothing had happened in the end, so I had no reason to complain, and accused me of making a scene.
It appears that the drivers may have confused the regulations concerning entry into Estonia with those concerning entry into Russia. It is possible that they were referring to restrictions related to certain Russian citizens entering Estonia with older-style non-biometric passports requiring visas. However, those rules are not applicable to Russian citizens entering the Russian Federation with a valid Russian international passport. If this was indeed the source of their confusion, it only demonstrates a lack of proper knowledge of the relevant regulations and an unacceptable practice of providing passengers with incorrect information as if it were confirmed fact.
This level of customer service is completely unacceptable. The drivers were rude, dismissive, and confidently provided false information about border crossing requirements. If Ecolines employees are not certain about immigration regulations, they should not present assumptions as facts or intimidate passengers with incorrect information.
I expect transportation staff to treat passengers respectfully and provide accurate information. Unfortunately, this experience demonstrated neither professionalism nor basic customer service.

Це найгірший перевізник, з яким мені доводилося їздити.

Квиток коштує майже 3 000 грн, але за ці гроші ви отримуєте не сервіс, а суцільне знущання.

Автобус запізнився більш ніж на 2 години, тому що він був у такому технічному стані, що водіям довелося міняти шини після перевірки. Потім пасажири ще майже 2 години чекали на інший автобус. І що? Інший автобус виявився не кращим.

На другому поверсі розбитий люк, уламки скла лежать у салоні. А якщо піде дощ? Це нормально? Чи безпека пасажирів вас взагалі не цікавить?

Кондиціонер не працює. У салоні нічим дихати. Люди сидять у страшенній спеці, поки компанія продовжує продавати дорогі квитки й робить вигляд, що все гаразд.

І це вже не вперше. Узимку у ваших автобусах не працює опалення - люди мерзнуть. Влітку не працює кондиціонер - люди задихаються. Складається враження, що технічний стан автобусів вас хвилює тільки тоді, коли їх штрафують.

За що ми платимо майже 3 000 грн? За багатогодинні затримки, небезпечні автобуси, розбите скло, несправний транспорт і повну байдужість до пасажирів?

I went on a trip Warsaw - Tallinn, starting in Warsaw at 11 PM, on July 31st (so right before midnight/August 1st). I was supposed to arrive in Riga at 11:45 AM or so local time [in Riga] on August 1st, and get on a connecting bus [from the same company], at noon. Unfortunately, there was ~1 h delay nobody informed me about. I only got to Riga at around 12:40 PM, so with a ~1 h delay. There is an ecolines office in Riga but it was closed on August 1st. I was forced to go to another company, whose office is right next to ecolines, on Riga bus station. I hope ecolines fixes the schedule and admits it takes 1 h more to get to Riga. I only arrived in Tallinn because I bought a ticket from another company and I was late because the other bus was only leaving Riga at 2 PM [as opposed to ecolines / noon]. I am really disappointed and I hope they fix the schedule. Nobody informed me the bus was delayed, in the past there was at least a stewardess that I could talk to about such things, now it seems they only check the tickets at the very beginning of the journey.

Had a trip on bus with lots of problems, bus driver ignored any complaints. Wrote official complaint to companyvand received NO reply. Awful.

19/07/26 виїхала зі Львова, автобус мав бути о 22:55, прийшло перше повідомлення, що переноситься виїзд на 01:15, за 20 хвилин отримала посилку вступне повідомлення: 19.07 reis Odesa -Warsaw AA-2567-XI prybyde v Lviv (rail station)о 01,50. Prosymo vybachenya za nezruchnosti
На кордоні простояли близько 7 годин. Сам автобус брудний, смітники переповненні, зупинки не можна робити, щоб докупити воду чи бутерброд на заправках. І, вже, за 1,5 години до Варшави лопнуло заднє ліве колесо. Як, виявилося, це колесо було якраз замінене ще при виїзді з Одеси. Саме через колесо автобус на 3 години запізнився до Львова.
Із цікавого- ні водії, ні на кол-центрі ніхто не говорить ні про пересадку в інший автобус Ecolines, ні про компенсацію, оскільки всі наступні квитки на літак та стиковочний шлях вже згоріли. На колл-центрі прокомениували, що команді дуже прикро, але нічого вдіяти не можуть, бо вони шукають СТО…. А коли знайдуть - невідомо. В салоні звісно є люди похилого віку та пасажири з маленькими дітками!
Це свідчить про безвідповідальність, оскільки технічний стан автобуси - жахливий, і виїхав з Одеси з порізом шини, оскільки поставили стару запаску.
Не рекомендую звертатися до послуг цього перевізника.

Extremely rude driver and driver’s assistant. He was shouting at everyone, using swear words too. No trash cans on the bus. Other similar bus services at least provide a bottle of water but not this one. No bathroom. No information about why there was such a huge delay of the arrival time. Terrible experience, I will never use this company again.

Very disappointing experience with ECOLINES.

I was traveling from Minsk to Warsaw with a transfer in Marijampole. I hold both Belarusian and U.S. citizenship and had both valid passports with me during the trip.

The ticket was purchased using my Belarusian passport, while I legally crossed the Lithuanian border using my U.S. passport, which does not require a visa.

At the transfer point in Marijampole, late at night during cold and rainy weather, the driver refused to let me board the connecting bus despite me presenting both passports and calmly explaining the situation.

Instead of trying to help or resolve the issue professionally, the driver became aggressive, shouted at me in front of other passengers, humiliated me publicly, and told me to leave and not enter the bus.

I was left stranded alone at night in an unfamiliar place and had to pay additional expenses for a hotel and alternative transportation the next day.

What makes the situation even worse is that after multiple emails, complaints, and support requests, I received absolutely no response from ECOLINES.

This level of customer service and treatment of passengers is unacceptable for an international transportation company.

Nope. Terrible communication. Almost all my trips with them had to have at least a minimal problem
Was not writing reviews as I it was a long time the only direct option I had to travel between work and home but when I didn't make it to my father's funeral because of a delay on it's first stop (very common by the way) and trying to kindly ask the driver that I can lottery jum off if he could drop me out at any gas station, road parking not the next station 🤷‍♂️ they can't- learn how to use a fu*king watch and you won't even have problems like that.

Very good experience with Ecolines. The bus was on time, clean, and comfortable, and the journey was smooth. After a previous issue with another company, I really appreciated the reliability and professionalism. Everything worked as expected, and I was able to reach my destination without stress. I would definitely travel with Ecolines again.

Was travelling from Parnu to Riga by eco line bus. Very happy with experience. Bus driver Roman was very nice and polite. Bus came in time and everything clean and tidy . Highly recommend!

Habe den Busticket online gekauft von Minsk nach Köln. Die Reise wurde von Ecolines storniert da die Grenze zwischen Belarus und Litauen geschlossen ist. Seit Zwei Wochen keine Rückerstattung keiner geht ans Telefon auf E Mail wird nicht geantwortet. Nie wieder

Had an absolutely awful experience. Driver was smoking while driving, my seat and the one next to it were covered in melted chocolate, we had to turn around and pick up passengers from the previous stop.

Driver came to the border crossing (Lithuania-Belarus) without documents that allow him to cross the border. We are awaiting for 4 hours when other driver will deliver documents from other side of the border.

Line 8460 Ankunft Berlin 13.30 28.09.2025
Dieses Mal unmögliches Personal unfreundlich macht irgendwie alles mit Wut eventuell sollte er lieber ein LKW mit Schweine fahren. Es gab auch keine Verpflegung wie auf der Hinfahrt. Bei fast Verdoppelung der Preise sollte der Service aber bei weitem besser sein!

Ich habe allerdings auch schon sehr gutes Personal kennengelernt also
Auf meiner Hinfahrt geht es doch

Meine Mutter musste drei mal den Platz wechseln, obwohl auf dem Ticket stand den Nr.von Platz. Einfach unmöglich 🤬🤬🤬

Я приобрела билет на рейс Oldenburg – Minsk (№30625489) всего за 9 часов до отправления и сразу же отказалась от поездки. Билет не был использован, услуга фактически не оказана.

Компания вернула только 50% стоимости, ссылаясь на внутренние правила возврата (за 24–1,5 часа до рейса). Однако при покупке билета за 9 часов до отправления физически невозможно соблюсти условие «отказ более чем за 24 часа». Это ставит пассажира в заведомо невыгодное положение и выглядит несправедливо.

Я обратилась в службу поддержки с просьбой вернуть 100%, так как считаю, что если услуга не оказана, клиент должен иметь право на полный возврат. Сейчас жду окончательного ответа.

⚖️ Надеюсь, компания пересмотрит такие правила, ведь добросовестное отношение к клиентам и уважение к их правам — важная часть репутации.

Sent a complaint to their email and was brushed off and told they “only accept complaints through website”. Honey (Zane who responded), you can just click “forward” and send it to complaints department, it’s not that difficult. I’m not filling out no forms or making more effort when I’ve already sent a very detailed email.

The issue - there’s no regulation on their terms and conditions about loud behavior - talking on the phone, listening to music / videos out loud. I have had so many conflicts with passengers who are disrespectful towards everyone by being pound and disturbing. Why do I have to tell grown men to turn their voice down and that the whole bus doesn’t want to listen to his children on loudspeaker?

I have emailed and complained about this several times already, never response or improvements. All it takes is adding a point in terms of use which would allow the staff to take action. Then all you have to do is putting some stickers (like
No smoking) around the salon with image “headphones on - volume off”. IT’S NOT HARD.

Please do something! Why does whole bus have to suffer because of some hillbilly who has no respect and common sense? I’m furious. 20 hour bus ride with this specimen and I can’t do anything about this behavior.

Отзыв о рейсе Ecolines №8472, Варшава → Франкфурт, 14.08.2025

Моя поездка оставила крайне неприятное впечатление. Автобус прибыл с задержкой более двух часов, при этом никакой информации о причине или времени прибытия пассажирам не предоставлялось. Вокзал был закрыт, персонал других автобусов грубо отказывался помочь, горячая линия почти не отвечала.

При посадке возникли проблемы с билетами — система не показывала некоторые купленные места, в том числе детские, и пассажиры были вынуждены самостоятельно разбираться с местами, часть которых продавалась несколько раз.

Оплата багажа производилась ночью, в крайне неудобных условиях, а ручную кладь не принимали без дополнительной оплаты. В салоне автобуса присутствовали неприятные запахи из туалета, уровень чистоты был низкий.

Водители и стюардессы проявляли грубость и пренебрежение к пассажирам, не помогали решить возникающие вопросы и не пытались сделать поездку комфортной.

В итоге поездка была стрессовой, небезопасной и крайне неприятной, и я не могу рекомендовать этот рейс.

I recently purchased a return ticket from Vilnius to Prague with ECOLINES and faced a serious issue. Despite carefully selecting my return date (August 21), their website glitched and booked me for September 21 instead. I noticed the mistake less than an hour after purchase and tried to change the date via their website and app — both kept freezing and crashing.

I contacted their support immediately, but their response was disappointing. They refuse to refund the amount to my ecoBonus account, insisting on a refund only to my bank card — which can take up to 15 working days. This delay and inflexible policy make it impossible to rebook quickly, causing me unnecessary stress and inconvenience.

The technical problems on their side, combined with poor customer service and rigid refund policies, make me question their reliability. Be very cautious when booking tickets with ECOLINES online.

They position as Latvian company but in fact they are regulated by russian transport law, emails got in russian, review links in russian... I will avoid forever