❓ Frequently asked questions
To find a ticket, select the mode of transport (bus, train, or flight) on the main page, specify your departure and arrival cities, travel date (and return date if needed), choose your currency, and click the "Search" button. The system will then display all available trips according to your parameters.
After searching, select the desired trip and click "Select". Then:
Specify the number of passengers.
Choose an available seat.
Fill in the passenger details.
Provide the payer's contact information.
Agree to the terms of the public offer.
Click "Proceed to Checkout".
The system will open the booking confirmation page and prompt you to proceed to payment.
Specify the number of passengers.
Choose an available seat.
Fill in the passenger details.
Provide the payer's contact information.
Agree to the terms of the public offer.
Click "Proceed to Checkout".
The system will open the booking confirmation page and prompt you to proceed to payment.
Yes. The system will automatically generate a temporary profile where you can later set up a full account with saved details.
On the homepage, click the "Log In" button in the upper right corner, then select "Sign Up". Once your account is created, you can access your personal dashboard, view order history, track loyalty discounts, and save travel documents and companion details.
In the search results, each trip features a special icon/badge indicating whether a printed paper ticket is required.
If the selected trip does not explicitly require a printed paper ticket, you can use an electronic ticket. Information regarding printing requirements is displayed during trip selection.
Upon completion, the system displays a booking confirmation page. If you have an account, you can also check your order status under the "Order History" section.
If you placed your order through your personal account, details and downloadable tickets are available in the "Order History" section.
Log in to your account on the website or mobile app where you purchased the ticket and go to "My Tickets". If the purchase was successful, the ticket will be available there even if the email did not arrive. Also, check your bank statement to ensure the payment went through.
You can download the electronic ticket or voucher directly from the website — in most cases, showing it on your smartphone screen (as a PDF or screenshot) is sufficient for boarding.
You can download the electronic ticket or voucher directly from the website — in most cases, showing it on your smartphone screen (as a PDF or screenshot) is sufficient for boarding.
Yes. During checkout, passenger details and payer contact details are entered separately, allowing the payer and the passenger to be different individuals.
Yes. When searching, simply specify your departure date. The "Return Date" field is optional and used only for round-trip bookings.
When searching, enter both your departure and return dates. The system will present available ticket combinations for travel in both directions.
No. Tickets must be paid for immediately. The only exception is if the carrier specifically offers a "Pay upon Boarding" option.
The number of remaining available seats is displayed next to each trip in the search results, so you can immediately see availability before booking.
After searching, use the "Sort by Price" filter to arrange trips from lowest to highest fare and quickly find the most affordable option.
Visa/Mastercard, MonoPay, Apple Pay, and EasyPay.
Bank limits for online payments: Your banking app (e.g., monobank or Privat24) may have an internet purchasing block enabled or your daily limit has been reached. 3D Secure verification: If you do not approve the transaction via SMS code or banking app prompt, the bank automatically declines the transaction for security reasons.
Please check:
Email and Spam folder: Check your "Spam" folder, as ticket emails sometimes land there.
Personal Account: Log in to the website or app and check the "Order History" section.
Wait 10–15 minutes: Occasionally, synchronization between banking and ticketing systems takes a few minutes.
If the ticket is still missing, contact customer support.
In your message, provide:
Time and date of transaction.
Charged amount.
Last 4 digits of your payment card.
Your order number and the email address used for purchase.
Email and Spam folder: Check your "Spam" folder, as ticket emails sometimes land there.
Personal Account: Log in to the website or app and check the "Order History" section.
Wait 10–15 minutes: Occasionally, synchronization between banking and ticketing systems takes a few minutes.
If the ticket is still missing, contact customer support.
In your message, provide:
Time and date of transaction.
Charged amount.
Last 4 digits of your payment card.
Your order number and the email address used for purchase.
Yes, you can pay with another person's card. Just make sure that the passenger's full name is entered accurately during checkout.
You may use installment options provided directly by your bank. Way Express does not natively offer installment plans.
Yes, Apple Pay is supported for quick checkout.
Yes, you can select Google Pay at checkout.
Yes, wire transfer to our company account is possible. Please contact our support team via email or live chat to obtain bank details (IBAN). Once payment is completed, proof of payment (receipt or screenshot) is required.
After submitting your reservation, you are automatically redirected to the payment gateway. If payment is not completed within the allotted time, the seat hold is automatically released.
Fares are established directly by carriers and may fluctuate based on dynamic pricing or remaining availability. Current prices are always shown in real time during trip search.
Our website displays the total ticket cost. Any additional charges may only originate from your issuing bank (e.g., currency conversion or cross-border processing fees). These charges are outside Way Express's control; please consult your bank for details.
We do not issue standalone fiscal receipts. Official payment confirmation can be downloaded directly through your online banking account or mobile app under the transaction history ("Receipts / Statement").
No, payments are processed online via banking systems. The only exception applies to select carriers that explicitly offer "Pay upon Boarding".
You can request a cancellation via your personal account or by contacting Way Express customer support. Cancellation feasibility and terms depend on carrier rules and time remaining before departure (policy details are shown during booking and on the ticket itself).
Refund terms depend on the specific carrier's policy. The refundable amount is determined by tariff conditions and how far in advance of departure the cancellation is initiated. All applicable penalties and deductions are stated during booking.
To submit a refund request, please email our support team with:
A photo or screenshot of your ticket;
Order number and the email address used for purchase;
Reason for cancellation;
Whether you prefer rescheduling to another trip or a full cancellation/refund.
Alternatively, you can initiate cancellation in your account under "Cancellation".
Upon receiving your request, we will verify carrier rules and advise on refundable amounts and next steps.
To submit a refund request, please email our support team with:
A photo or screenshot of your ticket;
Order number and the email address used for purchase;
Reason for cancellation;
Whether you prefer rescheduling to another trip or a full cancellation/refund.
Alternatively, you can initiate cancellation in your account under "Cancellation".
Upon receiving your request, we will verify carrier rules and advise on refundable amounts and next steps.
In most cases, ticket refunds are not possible once the bus has departed, as the ticket is considered used once the trip has commenced.
Select carriers may consider post-departure refunds under exceptional circumstances, such as:
The trip was cancelled or disrupted due to carrier fault;
The carrier formally authorized a post-departure refund;
Other specific exemptions in carrier terms.
If you missed your bus and wish to check if an exception applies, contact us with:
Your order number and booking email;
Passenger's full name.
We will review your fare rules and, if applicable, submit an inquiry to the carrier. We will update you as soon as the carrier responds.
Select carriers may consider post-departure refunds under exceptional circumstances, such as:
The trip was cancelled or disrupted due to carrier fault;
The carrier formally authorized a post-departure refund;
Other specific exemptions in carrier terms.
If you missed your bus and wish to check if an exception applies, contact us with:
Your order number and booking email;
Passenger's full name.
We will review your fare rules and, if applicable, submit an inquiry to the carrier. We will update you as soon as the carrier responds.
Ticket exchange depends strictly on carrier rules. Some carriers permit rescheduling to another date, time, or route, while others do not allow changes.
If direct exchange is unavailable, standard procedure requires:
Submitting a voluntary cancellation of the existing ticket (subject to carrier refund rules);
Purchasing a new ticket for the desired trip.
Note that standard carrier penalties and deductions may apply.
To check exchange options, contact Way Express support with:
Order number and booking email;
Passenger's full name;
Desired new date or trip.
We will clarify whether rebooking is permitted, applicable fees, or if re-purchasing is required. Carrier response times typically take up to 24 hours.
If direct exchange is unavailable, standard procedure requires:
Submitting a voluntary cancellation of the existing ticket (subject to carrier refund rules);
Purchasing a new ticket for the desired trip.
Note that standard carrier penalties and deductions may apply.
To check exchange options, contact Way Express support with:
Order number and booking email;
Passenger's full name;
Desired new date or trip.
We will clarify whether rebooking is permitted, applicable fees, or if re-purchasing is required. Carrier response times typically take up to 24 hours.
If your trip was cancelled by the carrier, please contact Way Express customer support immediately. We will investigate the cancellation and outline your available options.
Depending on carrier policy, you may be entitled to:
A full 100% refund of the ticket cost;
Free rebooking onto an alternative departure or date;
Other compensation arranged by the carrier.
To proceed, please provide:
Order number and email;
Passenger's full name.
We will verify the cancellation, consult the carrier, and process your refund or rebooking. Approved refunds are credited back to the original payment method within 3 to 30 banking days depending on your bank.
Depending on carrier policy, you may be entitled to:
A full 100% refund of the ticket cost;
Free rebooking onto an alternative departure or date;
Other compensation arranged by the carrier.
To proceed, please provide:
Order number and email;
Passenger's full name.
We will verify the cancellation, consult the carrier, and process your refund or rebooking. Approved refunds are credited back to the original payment method within 3 to 30 banking days depending on your bank.
The driver's contact number may be indicated on your ticket, in trip details, or sent via SMS/email shortly before departure.
If no phone number is provided, we recommend contacting the carrier directly, as they manage dispatch and can coordinate with the driver.
If you cannot locate carrier contacts, Way Express support can assist in checking available dispatch details.
Please provide:
Order number and booking email;
Passenger's full name;
Trip/Route number.
If the carrier does not publicly disclose the driver's direct number, we will advise on the most direct channel to reach dispatch.
If no phone number is provided, we recommend contacting the carrier directly, as they manage dispatch and can coordinate with the driver.
If you cannot locate carrier contacts, Way Express support can assist in checking available dispatch details.
Please provide:
Order number and booking email;
Passenger's full name;
Trip/Route number.
If the carrier does not publicly disclose the driver's direct number, we will advise on the most direct channel to reach dispatch.
If your luggage is missing upon arrival, inform the driver or carrier representative immediately before the bus departs the terminal. In many cases, bags can be located quickly or recovered if handed to another passenger by mistake.
If unresolved on site, contact Way Express support with:
Order number and email address;
Passenger's full name;
Luggage description (dimensions, color, distinguishing marks);
Route and departure date.
We will contact the carrier on your behalf. Note that luggage liability and compensation decisions are handled directly by the operating carrier according to their terms. Carrier responses typically take up to 24 hours.
If unresolved on site, contact Way Express support with:
Order number and email address;
Passenger's full name;
Luggage description (dimensions, color, distinguishing marks);
Route and departure date.
We will contact the carrier on your behalf. Note that luggage liability and compensation decisions are handled directly by the operating carrier according to their terms. Carrier responses typically take up to 24 hours.
If you notice luggage damage upon arrival, report it immediately to the driver or carrier staff before leaving the station. We recommend:
Taking clear photos of the damage;
Retaining luggage in the condition received;
Keeping travel documents and luggage tags.
If unresolved on site, contact Way Express support with:
Order number and email address;
Passenger's full name;
Trip date and route;
Brief description of damages with photos.
We will submit a formal report to the carrier. Damage claims and compensation decisions are governed by the carrier's passenger regulations.
Taking clear photos of the damage;
Retaining luggage in the condition received;
Keeping travel documents and luggage tags.
If unresolved on site, contact Way Express support with:
Order number and email address;
Passenger's full name;
Trip date and route;
Brief description of damages with photos.
We will submit a formal report to the carrier. Damage claims and compensation decisions are governed by the carrier's passenger regulations.
Required documentation depends on route, destination country, and passenger citizenship.
For most international trips, you will need:
A valid international passport;
Travel ticket (printed or digital as required);
Valid entry authorization for the destination country (visa, residence permit, or relevant documentation);
Required documentation for accompanying minors;
Mandatory travel health insurance if required by the destination country.
For Ukrainian citizens during martial law, active military personnel and veterans must present border clearance certificates issued by authorized government bodies.
Passengers bear sole responsibility for holding all valid travel documentation. Lack of proper documentation may result in boarding refusal or border denial without refund. Please check destination and transit entry regulations in advance.
For most international trips, you will need:
A valid international passport;
Travel ticket (printed or digital as required);
Valid entry authorization for the destination country (visa, residence permit, or relevant documentation);
Required documentation for accompanying minors;
Mandatory travel health insurance if required by the destination country.
For Ukrainian citizens during martial law, active military personnel and veterans must present border clearance certificates issued by authorized government bodies.
Passengers bear sole responsibility for holding all valid travel documentation. Lack of proper documentation may result in boarding refusal or border denial without refund. Please check destination and transit entry regulations in advance.
Yes, international pet transport is possible, provided the operating carrier permits animals and all destination country entry rules are met.
Requirements typically include:
An ISO-compliant microchip;
Valid rabies vaccination;
International veterinary passport;
International veterinary health certificate (especially for travel from Ukraine to EU nations);
Additional permits if mandated by destination or transit countries.
Please note:
Not all carriers allow pets on international routes;
Pets must travel in an approved carrier/crate unless specified otherwise;
Advance carrier authorization and additional baggage fees may apply.
Always verify current pet import regulations for your destination prior to travel.
Requirements typically include:
An ISO-compliant microchip;
Valid rabies vaccination;
International veterinary passport;
International veterinary health certificate (especially for travel from Ukraine to EU nations);
Additional permits if mandated by destination or transit countries.
Please note:
Not all carriers allow pets on international routes;
Pets must travel in an approved carrier/crate unless specified otherwise;
Advance carrier authorization and additional baggage fees may apply.
Always verify current pet import regulations for your destination prior to travel.
Documentation for minors depends on destination country rules, citizenship, child's age, and accompanying guardians.
Typically required:
A valid child's international passport (or endorsement in a parent's passport if permitted by national legislation);
Official notarized travel consent/power of attorney if traveling without both parents (as required by law);
Valid entry visa or residence permits for the destination country;
Proof of parental relationship (such as a birth certificate), especially if surnames differ.
Cross-border rules for minors may change. Please verify current transit and destination border requirements before planning your trip.
Typically required:
A valid child's international passport (or endorsement in a parent's passport if permitted by national legislation);
Official notarized travel consent/power of attorney if traveling without both parents (as required by law);
Valid entry visa or residence permits for the destination country;
Proof of parental relationship (such as a birth certificate), especially if surnames differ.
Cross-border rules for minors may change. Please verify current transit and destination border requirements before planning your trip.