Booking and cancellation terms
1. Subject
These terms govern seat reservations and passenger carriage on the scheduled lines of the carrier Murić Trans (Donja Vidovska 140, 77230 Velika Kladuša, Bosnia and Herzegovina). They apply to reservations made on the website, by phone, WhatsApp and email.
2. Reservation and status
A reservation exists once you receive a booking reference. It is binding on both sides: the passenger turns up for the departure or cancels in time, and Murić Trans holds the seat until the scheduled departure from the passenger's stop.
“Pending” means the reservation has been received and Murić Trans still has to confirm it; “confirmed” means it is confirmed. The status is always visible through the link in the confirmation. If we can't confirm a reservation, we contact you on the phone number given.
3. Ticket and payment
An online reservation is not a ticket. You pay for your ticket when you board the bus. Each fare and its currency (for example EUR, KM or CHF) are shown when you search and on the confirmation; the price list valid on the day of booking applies.
Loyalty reward: after 5 return tickets bought, the next return ticket is free; after 5 one-way tickets, one one-way ticket is free; after 5 tickets mixing one-way and return, one one-way ticket is free. The reward is arranged when buying a ticket, with proof of the tickets bought.
4. Return tickets and open returns
A return ticket covers the outbound trip and one way back on the same route, between the same stops in the opposite direction. You pay for the whole return ticket when you board on the outbound trip. The return-ticket price from the price list applies, not twice the one-way price.
You can choose the date of the way back when you book; seats are then reserved for both trips. If you don't know the date yet, you can choose an open return, when Murić Trans offers one. An open return is valid for a set number of days from the outbound travel day; the exact date is on your booking confirmation. After that it can no longer be used.
With an open return the price is guaranteed, a seat is not. You can book the way back online (through the link in your confirmation or the “My booking” page), by phone or at our office. If you haven't booked it, show your confirmation to the driver on the return trip — they will use your return ticket if seats are free. To be sure of a seat, book the way back in advance.
Each return ticket is valid for one way back. Changing or cancelling the way back works like any booking (see “Changes and cancellation”).
5. Arriving for departure
Passengers must be at the stop at least 15 minutes before departure and show the driver their booking reference or QR code. A passenger who has not arrived by the scheduled departure loses the reserved seat for that departure.
6. Changes and cancellation
You can change or cancel your reservation free of charge by phone (Mirsad (+387 62 424 407) and Hasib (+387 61 776 276)), on the coach numbers, also via WhatsApp and Viber (+43 664 567 05 93 (Austria) and +49 1578 1082650 (Germany)), or by email (murictrans@hotmail.com), ideally at least 24 hours before departure. As nothing is paid online, there is no refund process.
If a passenger repeatedly fails to turn up without cancelling, Murić Trans may refuse that passenger's future online reservations.
7. Baggage
The fare includes 1 suitcase up to 20 kg and 1 small hand bag per passenger. Each extra suitcase costs €3 per piece; larger items (bicycles, prams, etc.) only by prior arrangement.
- Dangerous and prohibited items (explosives, flammable substances, weapons, drugs) are excluded from carriage.
- Money, documents, medicines, jewellery and electronics belong in the hand bag.
- Baggage must be labelled with a name and phone number.
We are liable for baggage under the applicable rules on passenger carriage.
8. Children and minors
Children under 14 travel only with an adult. Every child needs their own seat. Minors not travelling with both parents must carry the documents required by the border authorities (usually a notarised parental consent).
9. Travel documents
Passengers are responsible for valid travel documents and for meeting the entry requirements of transit and destination countries. If the border authorities refuse onward travel, Murić Trans is not liable for the consequences.
10. Pets
Pets travel only by prior arrangement with Murić Trans and on the conditions agreed for that trip. The owner is responsible for the animal and its documents.
11. Conduct on board
Smoking (including e-cigarettes) and alcohol are prohibited on board. Passengers sit in their reserved seat, wear the seat belt and follow the driver's instructions. Breaks follow the rules on drivers' driving and rest times. A passenger who endangers safety or seriously disturbs others may be excluded from further travel.
12. Changes and delays
For operational reasons Murić Trans may change the seat or vehicle, keeping the same category of service.
Timetable times are planned times. Delays due to force majeure, border waits, traffic or weather are possible; we inform passengers of significant delays and changes whenever possible, on the phone number in the reservation.
13. Liability and passenger rights
Murić Trans is liable under the applicable rules on passenger carriage and the rules on passenger rights in international bus and coach transport. Nothing in these terms limits passengers' mandatory rights.
14. Parcels
Carriage of parcels and shipments between Germany and Bosnia and Herzegovina is arranged separately by phone or WhatsApp. These terms apply to parcels only as regards prohibited items.
15. Complaints
Send complaints to murictrans@hotmail.com or call us (Mirsad (+387 62 424 407) and Hasib (+387 61 776 276)), quoting your booking reference. We reply as soon as we can.
16. Final provisions
The law of Bosnia and Herzegovina applies; disputes are decided by the competent court in Velika Kladuša. Consumers resident in the EU keep the protection of the mandatory rules of their country.