Frequently Asked Questions

1. WHAT IS POLAZAK?

Polazak offers:

1. Bus schedules in Serbia (suburban, intercity, and international)
2. Train schedules (suburban railways BG:voz, regional, and international)
3. Reservation and purchase of bus tickets online

Polazak is not a carrier but an independent portal that provides you with faster and easier access to information and services of registered carriers. We provide all information and services under the same conditions as the carrier.

2. HOW CAN I PURCHASE A BUS TICKET?

Purchasing a bus ticket through our platform is possible directly through the browser www.polazak.rs and through the Red vožnje Android application.

3. HOW TO CHOOSE THE RETURN DATE?

Enter the desired destination and departure date into the search. When you choose a departure from the list and click on the price, a new page will open where you can select the return date and time. Once you do that, the price will automatically change to include the return.

4. HOW CAN I PAY FOR THE TICKET?

Payment for the ticket is possible in two ways:

• By credit card: You will be redirected to the website of electronic commerce service providers, where you need to enter credit card details to complete the payment. You will then receive an email notification of a successful or unsuccessful transaction from the electronic commerce service provider, as well as a confirmation of the reservation in case of a successful transaction from the Polazak website.
• By postal payment slip: If you choose this payment method, you will receive instructions for payment via email with an example of a completed payment slip. To complete the purchase, it is necessary to make the payment within 48 hours, as the reservation expires at the end of the reservation period. Each payment must be recorded before the indicated departure time, and proof of payment must exist by then.

5. IS IT NECESSARY TO PRINT THE TICKET?

Most carriers do not require printing the bus ticket - it is enough to show the ticket in PDF format from a mobile device. Tickets for which printing is not necessary are marked with a blue banner during purchase: 'E-ticket - no need to print.'. If this banner is not displayed during purchase, printing the ticket is mandatory.

6. WHAT DO I NEED TO SHOW TO THE CARRIER BEFORE THE TRIP?

During ticket inspections, it is necessary to show the ticket from a mobile device or a printed one and, if necessary, an identification document (ID card or passport).

7. IS THE PRICE I SEE NEXT TO THE POLAZAK FINAL, OR CAN I EXPECT ADDITIONAL COSTS?

The ticket price you see next to the departure is final, and nothing else will be additionally charged through the Polazak platform. We emphasize that prices are usually different for various passenger categories (children, students, adults, seniors), and they change according to your chosen category. Station services, not included in the bus ticket price, may be charged at some stations. For information about station services, you can contact the stations directly. On our platform, you can find contact information for bus stations.

9. WHY CAN'T I SEE THE TICKET PRICE?

For departures where the ticket price is not displayed, we are currently not conducting sales, and we do not have insight into the tariffs. We work daily to expand our offerings and collaborations with carriers, aiming to make all tickets available to you as soon as possible.

10. WHAT DOES THE NOTICE 'CLOSED SALE' MEAN?

This indicates that the time for purchasing a ticket for the desired departure has expired. You can contact us via the email address info@polazak.com to check if there are still available seats.

11. CAN I CHOOSE A SEAT ON THE BUS?

The carrier automatically assigns the first available seat. If you have a special request, you can contact us via the email address info@polazak.com, and we will do our best to accommodate your request according to the possibilities.

12. CAN I CHANGE THE TRAVEL DATE, CANCEL THE TRIP, AND WILL I GET A REFUND?

In the case of canceling the purchase for a refund or changing the reservation, the passenger must submit a request via email to rezervacije@polazak.com

12. CAN I CHANGE THE TRAVEL DATE, CANCEL THE TRIP, AND WILL I GET A REFUND?

In the case of canceling the purchase for a refund or changing the reservation, the passenger must submit a request via email to rezervacije@polazak.com

If the passenger cancels the trip within 48 hours before departure, they are entitled to a refund of 80% of the ticket value. If the cancellation occurs within less than 48 hours before departure, the ticket is considered used. Changing the departure time is possible up to 24 hours before departure. You can find more details about the terms of use  here.

13. WHAT IS THE PROCEDURE IN CASE OF COMPLAINT?

Every user of the Polazak service has the right to file a complaint. General complaints about the operation of the Polazak website and the application, as well as issues with displayed data or content on our sites, can be submitted through the Contact menu on the website or via email to info@polazak.com

For additional information in case of complaints related to reservation and ticket purchase, passengers can contact us by phone at 063/471-119.

If a passenger encounters any issues with the ticket, such as incorrect data entry or not receiving the ticket via email, they are obligated to contact the seller immediately to rectify the error or resolve the issue. If a passenger fails to submit a request or complaint before the scheduled departure time of the bus, subsequent complaints will not be considered.

14. HOW TO REGISTER AND WHY?

Registration is simple and very practical for passengers. As a registered user, you can save a list of favorite routes, review your search history, have a constant overview of previously purchased tickets, and make purchases faster than unregistered users. Also, as a registered user, you will receive notifications via email about updates on our platform. In case you do not wish to receive notifications, you can unsubscribe from our mailing list at any time.

15. CAN I RECEIVE A FISCAL INVOICE IN THE NAME OF A LEGAL ENTITY?

Certainly! It is only necessary to enter the company name and VAT number in the Contact Information field during the purchase, after which you will automatically receive an invoice in the name of the specified legal entity.