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Answers about your booking, your money, and the journey itself. Most questions resolve in a single page. Need a human? They're below — typing in seconds.
Refunds & cancellations
Whether you can cancel — and how much comes back — depends on the carrier's terms and the fare you booked. We show those terms on each ticket before you pay, and we handle the cancellation and refund request with the operator for you.
I want to cancel my booking. What happens?
How much is refundable depends on the carrier and your fare — some tickets are fully flexible, others non-refundable. We show the exact terms on each ticket before you pay. Any approved refund goes back to the card you paid with; the flat EUR 2 booking fee is non-refundable.
The operator's own cancellation policy applies — we show each operator's terms on every ticket before you pay, and surface them again if you try to cancel late.
How quickly does the refund arrive?
If a refund is due under the carrier's terms, it goes back to the card you paid with. Once it's released, the card networks take a few business days to land the money back on your statement — that's a Visa/Mastercard timeline, not ours.
If a refund is released, you'll get one email from us, and another from your bank when it lands.
Changing your booking
Names, dates, route. What's free, what costs, and when it's better to just cancel and rebook.
Can I change the date of my journey?
It depends on the carrier and fare — some tickets allow date changes, others don't, and a fare difference or carrier fee may apply. We show what's possible on each ticket and handle the change with the operator for you.
The operator decides. Most allow rebooking on the same route for a small fee; some don't.
I made a typo in my name. Will I be turned away at the border?
One- or two-letter typos are fixed free on most operators. Larger corrections — a different first name, a different surname — sometimes cost a reissue fee. Open the booking, tap "Edit passenger," and we'll show you the cost before you commit.
Don't try to travel on a mismatched name. Cross-border bus drivers check ID against the manifest; rail conductors check at the cabin door. A mismatch can mean a denied boarding, and that's not refundable.
If the operator cancels
Strikes, weather, mechanical issues, a missed connection — when the operator can't run, you don't argue with them. We do.
The operator cancelled. What now?
Once a refund is approved under the carrier's terms, we process it back to your original card — usually within a few business days. We handle the request with the operator for you.
If you'd rather travel than be refunded, contact support — we'll work with the carrier to rebook you on the next available service where its terms allow.
My connection was missed because the first leg was late.
Each leg of a Panonex multi-leg journey is issued as its own ticket with its own booking reference. If a delay makes you miss your connection, contact support — we work with the carriers to get you onto the next available service under their missed-connection terms.
If you booked the legs as separate tickets rather than one Panonex journey, the carrier's own missed-connection policy applies — we'll help you pursue it.
Border documents
Which countries you're crossing, what to carry, and what changes in November 2026 when the EU Entry/Exit System goes live.
What ID do I need for an EU-internal crossing?
For Schengen-internal journeys (e.g. Vienna → Munich, Budapest → Prague), EU/EEA citizens need a passport or a national ID. No visa, no stamp.
For Schengen-external crossings (e.g. Belgrade → Vienna, Sarajevo → Munich), every passenger needs a passport with at least three months of validity beyond your return date. Border control is formal.
Luggage
Allowances vary by operator — check your operator's conditions on your ticket, but here's the general rule.
How much can I bring?
- Long-haul bus — typically 2 × 25 kg in the hold + one cabin bag
- Rail — usually unlimited, with reservation needed for bicycles
The exact allowance is set by the operator and shown in your booking conditions — confirm before you travel with sports gear, extra bags or a bicycle.
Payment & fees
One flat fee, no surprises. Here's exactly what you pay and why.
What does Panonex charge?
A flat EUR 2 booking fee per booking, regardless of fare. It's the only thing we add to what the operator charges, and it's the only thing we keep — your fare goes to the operator after you've travelled.
Beyond the flat EUR 2 booking fee, we don't add a service fee at checkout. Any cancellation or change fees are set by the carrier, not by us, and we show them before you pay.
Which cards do you accept?
Visa, Mastercard and American Express. Apple Pay and Google Pay on mobile.
Account
Common questions
For operators
If you operate bus or train routes and want to sell through Panonex, this is for you.
How do I list my services on Panonex?
Panonex distributes inventory through the Distribusion network. If your services are already available through Distribusion, they can be sold on Panonex; if not, get in touch and we'll walk you through the options.