Frequently Asked Questions

• Go to Orion BUS application, choose the direction, date, number of passengers, enter your data, select the location you want, enter the e-mail address to which you will receive the ticket, and pay it immediately through the chosen payment system. 

• Not in the application. You should contact our hotline +380500100104 or +380990100104 (Viber, Telegram, WhatsApp) 

• To return the ticket, according to the refund conditions and subject to the bank's commission, you must contact the hotline +380500100104 or +380990100104 (Viber, Telegram, WhatsApp)
• To apply for a refund, you must send a ticket in electronic form and card details exclusively to the Ukrainian bank (MFO of the bank, IBAN, IN, name of the card holder). 

• It is not necessary to print, it is possible to present in electronic form 

• The seat number is chosen independently when buying a ticket or when booking, the dispatcher offers to choose a place 

• Yes, of course, when entering passenger data, specify the name and the name of the person who will go. 

• We do not have such an option, but you can always pay for the trip for another person 

• The application can only buy a ticket by paying it at once, or you can call our hotline and book/reserve a seat with the driver's payment, when boarding by numbers +380500100104, +380990100104 

• Usually the dispatcher warns about the flight delay by calling the number specified when buying or booking a ticket.  The app also has a tracking section where you can see the location of your bus.  You can also call the hotline number +380500100104, +380990100104 to clarify the flight information 

• If the passenger is delayed, the bus is not waiting.  The ticket will not be refunded in this case 

• The landing place is indicated in the ticket or you can call the hotline +380500100104, +380990100104 for clarification.  When booking, the dispatcher always provides information about the landing site 

• Bus stops only at tariff stops along the route 

• You need to call the carrier's hotline to clarify the information on the numbers +380500100104, +380990100104 

• Each seat is assigned to the passenger, unfortunately, changing the seat during the bus is impossible 

• Every 1,5-2 hours there are sanitary stops at train stations or gas stations

• Yes, if you go as a guest, only with a biometric passport.  Cash must be at the rate of PLN 75 per day of stay in Poland.  If you have a residence permit in EU countries or a visa, insurance and cash are not required. 

What and how much food can be imported to the Republic of Poland? 

• vegetables/fruits for personal use - up to 2 kg,
• bread, cakes, confectionery, cookies, chocolate - up to 2 kg,
• food additives, packaged for the end user - up to 2 kg,
• meat extracts and meat concentrates (for example: bouillon cubes, sublimated fast food products) - up to 2 kg,
• pasta without meat filling and without meat or meat products - up to 2 kg,
• soup broths and seasonings, packaged for the end user - up to 2 kg, 

• other foods that do not contain fresh or processed meat or dairy products and contain less than 50% of processed eggs or fishery products - up to 2 kg, 

• fish and fish products - up to 20 kg (can be 1 fish 20 kg), There Are exceptions to some types of fish (for example: Sturgeon caviar can be imported without special permission up to 125 g). 

How much alcohol and cigarettes can be imported to the Republic of Poland? 

• beer - up to 2 liters, 
• dry wine - up to 0.5 liters, 
• sparkling wine fortified (up to 22% vol.) - up to 0.5 l, 
• alcohol is stronger than 22% vol. - up to 0.5 l. 
• 2 packs of cigarettes 20 pcs each or 50 grams of tobacco.

How much cash can I bring to the Republic of Poland? 

• Without a written declaration, you can carry cash up to 10 000 EUR, more - with mandatory declaration.

What can not be imported to the Republic of Poland? 

• meat and meat products - sausages, sausages, lard, canned meat, etc.,
• milk and dairy products - cheese, dairy products, etc.
• Here, the exception is if meat or milk is part of baby food (mixture, milk powder, dietary food) or animal feed. In this case, baby food and animal feed can be transported up to 2 kg in the original unpacked packaging, if after opening and before use the product does not require cooling.
• psychotropic and narcotic drugs, drugs,
• poisonous and explosive substances, radioactive substances,
• videos and printed materials that promote war, racism, violence. 
• objects, images, works of a pornographic nature. 
• declared wanted cultural values.

What personal belongings can be imported to the Republic of Poland?

• it should be personal (non-commercial) items,
• medicines (5 units of each drug maximum). Important: If the drugs contain prohibited/narcotic substances in the composition, it is necessary to have a certificate indicating the doctor, patient, the drug itself and the issuing authority, in Polish and English.
• The amount of all imported goods shall not exceed 300 EUR. 
   

• Unfortunately no. Each passenger, regardless of age, should have a separate place when crossing the border.  For children under 6 years old there is a 50% discount on the ticket, up to 12 years 30%. 

• Unfortunately no.

Travel with a child under 16 years old is carried out only accompanied by adults: 

Mother or father (indicated in the birth certificate of the child). During the martial law, the notarial consent of another parent is not required

Any other relatives with whom family ties are confirmed (grandmother, grandfather, brother, sister).  In this case, it is also necessary to have a birth certificate

Any person who is not a child’s parent.  It is necessary to have a written statement of one of the parents (certified by the guardianship authorities), a birth certificate of the child

At the same time, each child must have HIS or HER current biometric passport, or a residence permit in the EU countries 

From the age of 16, a child can independently cross the border if there is a notarized permission to independently cross the border from his parents. From the age of 16, a child can independently cross the border if there is a notarized permission to independently cross the border from his parents. 

• This is not a prerequisite for travel, but for your convenience, you can take a car seat with you. 

• 1 piece of luggage weighing up to 30kg and dimensions not exceeding 80*40*40 cm and hand luggage up to 5kg are included in the ticket price.  The second one is paid additionally in the amount of 40 UAH/4.5 PLN if flights to/from Poland and 60 UAH/1,5 Euro if flights to/from Germany 

• 1 piece of luggage weighing up to 30kg and dimensions not exceeding 80*40*40 cm and hand luggage up to 5kg are included in the ticket price.  The second one is paid additionally in the amount of 40 UAH/4.5 PLN per kilo if flights to/from Poland and 60 UAH/1,5 Euro per kilo if flights to/from Germany 

• Additional or oversized baggage is agreed with the driver, measured and price determined 

• Be sure to inform the driver, call the hotline to clarify the details by calling +380500100104, +380990100104

• Yes, for a fee. The possibility of transportation and the price is determined by the driver

• Yes, if you have the relevant documents for their transportation.  Responsibility for the transportation of valuables is borne directly by the passenger who carries them. 

• No, you don't. 

• Yes, each bus has Wi- Fi, USB near each seat, also in buses there is 220W. There are toilets in the buses

• Yes, you can take with you food and drinks during the trip

• In buses, all seats are the same, the back deviates by 45 degrees 

• Only on flights to and from Germany 

• Yes, if there is a socket near the seat, or ask the driver

• There are TVs in the bus 

• Yes, you can travel with children if they go with one of the parents.  Otherwise, a legal power of attorney is required to cross the border from parents.  For children, discounts are available according to age.

• Transportation of animals is carried out only when agreed with the carrier.  It is allowed to transport animals weighing up to 5 kg, necessarily in the transport with all permits of the international standard.

• To cross the border, you must have a valid biometric passport and insurance for the duration of your stay abroad 

There are discounts for children: 

• 0-6 -50% of the cost of a full ticket 
• 7-12 -30% of the cost of a full ticket 

There are no discounts for pensioners.
 

• No, even trips on the territory of Ukraine are carried out with the presence of an internal passport at the passenger

• Transportation of people with disabilities is carried out only accompanied by the second person 

• There is a possibility of payment by bank card, Google pay and Apple pay services

• Yes, when booking through the dispatching service by numbers +380500100104, +380990100104 can be paid when boarding cash 

• Wait a while (about one hour) in case of not passing the payment to contact your bank

• Payment receipt comes to the e-mail address specified when buying a ticket, or to online banking

• Only Apple Pay or Google Pay

• On the official website orionbus.net and in the Orion BUS application you can buy a ticket with a discount of 10%. Also, for the second ticket, if you buy two-way at once, there will be a discount -20% (you must specify the option In both directions when ordering tickets).  We also have discounts for children from 0-6 -50% of the cost of a full ticket, from 7-12 -30% of the cost of a full ticket. 

• Call +380500100104 or +380990100104 (Viber, Telegram, WhatsApp)

• An appeal or complaint can be left on the website orionbus.net in the Reviews section, call the hotline at the numbers +380500100104, +380990100104 or write an email to the official e-mail address [email protected]

• The history of your tickets is available in your Orion BUS application profile provided you register your account.  The app also has a tracking section where you can track the location of your bus.  To clarify the details, you can contact the dispatcher service by calling +380500100104, +380990100104

• Yes, there is access to the chatbot in Telegram Orion Bus support Log. You can also contact the dispatcher service around the clock by calling +380500100104, +380990100104

• Offices are located only in Mykolayiv and Kyiv. 

• Yes, you can leave a review about the driver on the official website orionbus.net in the Reviews section, also by writing a letter to the official address [email protected] or by calling the hotline number +380500100104, +380990100104

• The application has a password recovery option.  In case the Client does not remember the login, it is necessary to create a new account.