FAQ's

FAQ

Below you will find answers to frequently asked questions. If you do not find the answer to your question, please send an email to air@airportbus.eu.

Questions about the timetables

Questions about fares

Questions about the stops

Questions about booking

Questions about payment

Questions about your luggage

Questions about the general transport terms and conditions

Questions about the timetables

What is the frequency of the coach services?

AIRPORTBUS.eu provides coach rides to Charleroi and Eindhoven every two and a half hours in the winter and every two hours in the summer. The first and last rides are tailored to the first departures and last arrivals. On busy arrival and departure days, there will be extra coaches.

Do you offer daily transportation?

AIRPORTBUS.eu provides transportation 24 hours a day, 7 days a week, 365 days a year.

Which coach should I book to be on time?

We recommend that you arrive at the airport no later than two and a half hours to make sure not to miss your flight. On the road there may unexpected delays caused by traffic jams, road works, bad weather, etc. The security checks can give rise to long waiting queues. The 'check in' desks at the airport close irrevocably 40 minutes before take-off. AIRPORTBUS.eu cannot be held responsible if you miss your flight.

How much time should I count to check out?

From landing, you should count at least 30 minutes. The more passengers on the plane, the longer it takes before everyone will have got their luggage.

Questions about fares

How can I book the cheapest tickets?

AIRPORTBUS.eu offers tickets at very cheap prices for a lot of rides daily. The longer in advance you book your tickets, the more chance you have of getting a cheap ticket.

If you buy a return ticket online, you will enjoy 10% discount on the price of the ticket for your return ride.

Can I buy a ticket from the driver?

Buying a ticket from the driver is possible. You can only pay with cash. For the safety of our drivers, we try to limit the amount of cash on the coach as much as possible. Therefore, tickets sold on board are more expensive. You can very well buy your tickets before the ride. The driver cannot sell tickets for a round trip or for another ride than the ride he then starts.

At Eindhoven Airport you can buy tickets at the bus and coach desk in the arrivals hall.

How much is the ticket?

Once you enter the desired service on www.AIRPORTBUS.eu you will see the cheapest available fares . You can then choose the rides that are most convenient to you.

An airport tax of € 2.00/passenger is charged upon payment in favour of Charleroi airport.

How much is a ticket bought from the driver?

The driver only sells tickets for a single ride valid on his coach. Compared to the standard online fare it is € 7.50 more expensive.

Questions about the stops

Where are the stops?

You can take the AIRPORTBUS at the following places:

  • EINDHOVEN airport
  • TURNHOUT Steenweg op Zevenbergen
  • ANTWERPEN Berchem Railway Station
  • KONTICH parking carpool E19
  • MECHELEN Rode Kruisplein
  • LEUVEN Naamse Poort
  • LOUVAIN-LA-NEUVE Boulevard Baudouin Ier
  • GENAPPE Rue de Bruxelles
  • CHARLEROI airport

A map with the location of each stop is available on www.AIRPORTBUS.eu

Questions about booking

Where can I book my tickets?

AIRPORTBUS.eu recommends that you buy your tickets online. This is by far the cheapest way. It is also possible to order tickets by phone with our help desk by calling in Belgium 0904-HELP! (0904-43571 € 1.75 per minute).

Are there discounts for children / senior citizens / disabled?

No, there are no discounts as the Highway Code requires that every passenger has a seat. Each passenger must hold a valid ticket to qualify for a seat.

How can I book a ticket for a baby under 3 years of age?

Babies up to 2 years of age travel free per paying adult. When booking you should report this.

How can I get my tickets if I book online?

At the end of the online booking, when the payment by direct bank transfer or by debit or credit card is complete, you can print the tickets right away. Moreover, the tickets are sent in attachment to the confirmation email.

If necessary, you can still print your tickets afterwards through my bookings.

Until when can I book my tickets?

You can book online up to 48 hours before departure.

Only if there are still seats available, you can still buy a ticket from the driver upon the departure of the coach and from the bus and coach desk in the arrivals hall of Eindhoven airport.

How can I pay online?

In order to book tickets online with AIRPORTBUS.eu you should have

  • a current account with ING, DEXIA, CBC or KBC
  • a debit card (Maestro, Bancontact or Mister Cash)
  • a valid credit card (Visa or Mastercard)
  • payments by electronic transfer with IDEAL will also be accepted.

How can I book for a group of 15 or more persons?

A booking application for 15 or more persons should be sent to groups@AIRPORTBUS.eu no later than 15 days before departure. You will then get a quote. Once we have received your confirmation, we will book the tickets for you.

How far in advance can I book?

You can book approximately 5 months in advance.

How can I contact AIRPORTBUS.eu?

You can use our contact form, or send an email to air@AIRPORTBUS.eu or call in Belgium our contact centre at 0904-HELP! (0904-43571 € 1.75 per minute).

Questions about payment

How can I pay when booking online ?

AIRPORTBUS.eu accepts the following modes of payment:

  • Maestro and Bancontact debit card
  • Visa and MasterCard credit card
  • online transfer through IDEAL
  • immediate transfer to a current account with ING, DEXIA, CBC or KBC

How does the payment by debit or credit card go?

  1. At the end of the online booking click on 'PAY'. A new window will appear. Via a secure connection you get to the platform for electronic transfers OGONE.
  2. First check the amount to be paid and then select the mode of payment.
  3. Enter the card number and expiry date.
  4. In order to make a payment by Visa or Mastercard credit card, additional information should be provided: the CVV2/CVC2-code. It is a three-digit code you will find on the back of your credit card.
  5. Payment will be made after a click on "PROCEED". You will get a message that the payment was successfully made or refused.

Are my debit and credit cards secure?

Payment is made through a secure direct connection to the platform for electronic transfers OGONE.

The details of your cards are neither seen nor stored by AIRPORTBUS.eu.

Why is the payment of my tickets not successful?

If you have problems with your online payment, one of the reasons can be:

  • your firewall and your pop-up blockers are still active
  • your card does not allow online payments or your bank does not accept the payment
  • if you book from a PC at work, first consult the network administrator and ask him whether this is permitted by the company.

Try to book with another card and/or with another PC and there should no longer be problems.

Questions about your luggage

How much luggage can I take with me?

Each passenger is allowed to take one suitcase or one travel bag and one piece of hand luggage with him free of charge . A folded stroller or a folded wheelchair is also transported free of charge. An electric wheelchair (even folded) cannot be transported because of lack of available space.

The transport of additional luggage is only possible according to the available space. The weight of each piece is limited to 40 lbs. The transport cost is € 10.00 / piece. The transport of additional luggage should be applied for by email on air@AIRPORTBUS.eu no later than one week prior to departure.

Ski equipment is also transported at € 10.00 / piece. The transport of ski equipment should also be booked by email through air@AIRPORTBUS.eu no later than one week prior to departure.

Since 01.11.2007, any luggage (including hand luggage) must bear a label with your full name, full address and email address so we can contact you quickly in case of involuntary luggage exchange or in case forgotten luggage is found.

Notification of lost luggage

In case of lost luggage, please fill in the lost property form.

Can I take animals with me?

Animals are not transported in the passenger compartment of the coach.

Exception: guide dogs for the blind and visually impaired.

Other dogs and also cats can travel in a cage (max. 40 lbs) in the luggage compartment of the coach at a price of € 10.00 / cage.

At least one week before departure an email should be sent to air@AIRPORTBUS.eu with the following information:

  • passenger's name
  • ticket number
  • size and breed of the animal + certificate

Animals of the following breeds may not be transported:

  • pitbull terrier
  • staffordshire terrier
  • staffordshire bull terrier
  • bull terrier
  • bull dog
  • american pitbull
  • dogo argentino
  • neapolitan mastiff
  • fila brasiliero
  • kangal (karabash)
  • kaukasian sheperd dog
  • van cat

Questions about the general transport terms and conditions

What happens if I have forgotten or lost my ticket?

Without a valid ticket you cannot join the trip. If you have booked online you can reprint your ticket through my bookings.

What do I do if I have missed the coach?

Unused tickets expire and are not refundable.

What happens if my flight is delayed?

If your return flight is delayed and if there are still seats available on the next coach, you can take this coach with your ticket.

If the last flight of the day is delayed, the coach will wait, but no longer than 15 minutes.

Can I cancel my booking?

Online bookings can be cancelled up to 36 hours before departure. For your online booking, log in on my bookings with your email password. The value of your ticket(s) will be credited to your personal account and set off against your next booking. The credit is valid for one year.

Can I change my booking?

You can change your booking up to 36 hours before departure. Log in on my bookings with your email address and password and cancel the tickets. Its value will be credited to your account and set off against the new amended booking you can make immediately.

Where can I lodge a complaint?

Please fill in the complaint form. We undertake to respond within seven days. For organizational reasons we can unfortunately not respond to complaints arriving more than 36 hours after the end of the ride concerned.

How long do I have to wait for a response to an email?

We make every effort to deal with your questions and suggestions as soon as possible. We undertake to respond within seven days.