Official documents
Reservation and ticket
1. The usual process
Choose an offer
Check the carrier, route, date, time, stops, price, payment method and cancellation/refund conditions.
Enter the passengers and accept the terms
Provide the correct details for each passenger and accept the version of the documents displayed. For connections, check each segment.
Submit the request
Autocare records and transmits the details to the carrier. You immediately receive proof on screen and by email or notification that the request has been received. At this point, its status is pending; the message states that the seat is not yet guaranteed. Autocare does not collect the transport fare.
The carrier decides
The carrier receives the request, including via Telegram, and accepts or rejects it. The carrier is the one that confirms seat availability.
Autocare updates the status
After the carrier accepts, the platform automatically changes the status to “Reserved” and sends the confirmation email/notification. From this point, the reservation is binding for the confirmed seat and trip, subject to the direct payment to the carrier conditions communicated for the accepted offer.
Pay the carrier directly
Pay in cash to the carrier or online using methods managed by the carrier, if available for the selected trip. Follow the instructions and deadline communicated by the carrier. Autocare does not accept or process online payments.
Arrive for boarding
In the usual process, present your identity document, and your name will appear on the carrier’s list. Follow the specific instructions in the confirmation.
Receive the ticket/transport document
The carrier provides it electronically, through its system, or at boarding/by the driver, depending on the trip. The Autocare confirmation should not be confused with a ticket issued by Autocare.
2. What each status means
| Status/message | Meaning | What you need to do |
|---|---|---|
| Request submitted / Pending | The details have been received and transmitted, and the user has received proof of receipt, but the carrier has not yet accepted the request. The seat is not guaranteed. | Wait for the carrier’s confirmation and check the instructions received. Autocare does not request payment through the platform. |
| Reserved / Confirmed | The carrier has accepted the request and a binding reservation has been formed. Autocare has recorded the response and sent the confirmation. If the accepted offer provides for advance payment to the carrier, follow the deadline communicated by the carrier. | Check all details and follow the payment and boarding instructions. |
| Paid | If this notice is displayed, it reflects the information recorded about payment to the carrier; it does not mean that Autocare has collected the amount and does not replace proof of payment provided by the carrier. | Keep the confirmation and follow the carrier’s instructions for the ticket and boarding. |
| Rejected / Cancelled | The carrier did not accept the request or the reservation was cancelled. | Check the reason. If you paid the carrier, submit your refund request to the carrier under the applicable conditions. |
3. Who confirms the reservation
The carrier decides whether to accept. In the Telegram process, the carrier receives a message with the request details and presses the “Accept” button. The response is automatically returned to Autocare, which updates the status and sends the confirmation. If the carrier confirms by phone to an Autocare operator, the operator may record the response in the system.
Autocare must not mark a request as “Reserved” before the carrier has accepted it.
4. When and to whom you pay
Autocare does not accept or process online payments and does not collect the transport fare from passengers. The direct payment method and timing must be checked in the carrier’s offer and confirmation.
4.1. Cash to the carrier
Payment is made directly to the carrier, including at boarding if this is the indicated method. The carrier confirms receipt of payment and provides the ticket and payment documents in accordance with applicable law.
4.2. Online payment managed by the carrier
If this option is offered, the carrier may send its own link or use its own payment system. The carrier communicates the payee, amount, currency, deadline and payment conditions. Autocare does not process or collect that payment, even if it displays the carrier’s instructions. Confirmation of receipt and any refunds are handled by the carrier and its payment service providers.
5. Who issues the ticket
The carrier issues or provides the ticket/transport document. In the general process, the passenger is included on the carrier’s list and receives the document from the carrier or driver at boarding. For some carriers, the document may be sent electronically before departure. The specific instruction in the confirmation takes precedence.
6. What must be presented at boarding
In the usual process, the passenger presents an identity document, and the carrier identifies them on its list. Depending on the route and passenger, a passport, visa, authorisation for a minor, medical documents, documents for animals or special baggage, or other documents may be required. The passenger/adult making the reservation is responsible for these.
7. Minors
The account and request are created by a person aged at least 18. A minor may be added as a passenger. The adult must check the carrier’s conditions and the requirements of the countries crossed. Technical acceptance of the reservation does not constitute validation of the minor’s border documents.
8. Connections and return trips
Each segment may have a different carrier, policy, payment method and method of providing the ticket. Confirmation of one segment does not automatically guarantee confirmation of all segments unless expressly stated. The user must check the carrier and status of each segment.
9. Offers from carriers without a commercial contract
The route and offer information are provided or entered directly by the carrier. The offer must have a visible label and, before submission, an infobox identifying the carrier, showing the available contact details, explaining the absence of a commercial contract and listing the data that will be transmitted. Clicking the “Submit request” button requests that these details be transmitted to the named carrier.
Autocare does not independently verify the legal details or route information for this category and does not collect payment. The carrier manages the reservation and is responsible for the offer, trip, ticket and money collected directly. Autocare remains responsible for its own technical operations, transmission, security, status and notifications. The confirmation displays the carrier’s name and available contact details; the absence of a telephone number does not block the request.
10. Changes or cancellation
For contracted carriers, Autocare may receive the request and forward it to the carrier, which decides matters concerning the trip and amounts collected directly by it. For carriers without a contract, the request may be sent through Autocare or directly to the carrier; contacting the carrier directly is recommended for a quicker response. A submitted request should not be confused with an actual cancellation before the outcome is confirmed.
11. If the information does not match
If the name, route, time, price, carrier, payment or status does not match, do not proceed with payment and contact Autocare immediately at [email protected] or +373 60 003 377. For information about cancellations and money, see the Payment, cancellation and refund policy.
CONNECTBASE SRL · IDNO/tax code 1023600007753
[email protected] · +373 60 003 377
For issues concerning the trip, also use the carrier’s details in the confirmation.