Complaints

1. How to submit a complaint

You can write to [email protected]. For emergencies before departure, you can call +373 60 003 377; to preserve evidence and ensure a complete resolution, we may ask you to confirm the information in writing.

A complaint may be submitted by the user, passenger, legal representative or an authorised person.

2. What information to include

• your name and contact details for the response;
• the booking number and, if relevant, the transaction identifier;
• the carrier, route, date/time and affected segment;
• a clear description of the problem and the requested solution;
• relevant documents: confirmation, proof of payment, photographs, correspondence or the carrier’s response;
• the representative’s details and proof of authorisation, if the complaint is submitted on behalf of another person.

Do not send your full card number, CVV, passwords or OTP codes.

3. What happens after submission

1. you receive an automatic acknowledgement of receipt;
2. we identify whether the issue concerns Autocare, the carrier or both parties;
3. we may request information strictly necessary to clarify the matter;
4. for matters concerning the carrier, we forward the complaint and inform you accordingly;
5. for Autocare services, we provide a final response within a maximum of 14 calendar days;
6. if the issue involves different components, Autocare’s response may be separate from the carrier’s response.

4. Who handles each type of issue

Autocare does not accept or process online payments and does not collect the transport fare. For cash or online payments made directly to the carrier, financial complaints should be addressed to the carrier. Autocare remains responsible for its own services and may facilitate the forwarding of the request.

5. Contracted carrier

Autocare receives and forwards the complaint. The carrier decides on matters concerning the journey and money collected by it. Autocare responds separately for its own technical actions and for information it has provided or amended.

6. Carrier without a commercial contract

The route in this category is provided or entered directly by the carrier, and Autocare does not independently verify its legal details or information about the journey. You can use [email protected], but for a quicker response it is recommended that you contact the carrier using the details available in the confirmation. Autocare may forward the message and update the status after receiving a response, but the carrier handles the journey, cancellation and amounts collected directly. Autocare responds separately for its own technical and forwarding operations.

7. Cancellation before departure

Expressly state that you are requesting cancellation and when you submitted the request. For carriers without a contract, you can use both channels; direct contact is recommended. A request submitted through Autocare does not constitute an effective cancellation until the carrier confirms it and the status is updated.

8. Time limits

• Autocare acknowledgement of receipt: automatic, immediately after successful electronic registration.
• Autocare final response: a maximum of 14 calendar days for complaints concerning its services.
• Personal data request: without undue delay, generally no later than one month.
• Carrier response: the legal/contractual time limit applicable to the carrier and journey; this may vary depending on the carrier’s country.
• Refund by the carrier: in accordance with the legal time limits and conditions applicable to the payment it collected. Autocare does not process refunds and does not set the crediting time for the carrier’s online payments.

9. Possible outcomes

Depending on responsibility and the evidence, the outcome may include correction of data/status, explanations, resending a notification, cancellation, a full or partial refund by the carrier for amounts collected by it, a reasoned rejection, forwarding the matter to the carrier or recommending that you contact the competent authority.

10. If you are not satisfied with the response

You can request a review of the response at [email protected] and use the remedies provided by law. For matters in the Republic of Moldova:

• State Inspectorate for the Supervision of Non-Food Products and Consumer Protection — information about petitions; consumer helpline: 022 51 51 51;
• National Agency for Road Transport — for matters within the competence of the road transport authority;
• National Center for Personal Data Protection — for data processing;
• the competent court, in accordance with the law.

For a carrier from Ukraine or the EU, the competent authorities and mechanisms may be those of the carrier’s state or of the place of boarding/disembarking. This document does not limit the passenger’s mandatory rights.

11. Complaint records

We retain the complaint, responses and evidence for as long as necessary to resolve the matter, meet legal obligations and defend rights. Details are set out in the Privacy Policy.