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Passenger Rights

Last updated: February 2026

1. Introduction

At OneTrip, we believe every passenger deserves a safe, comfortable, and fair travel experience. This document outlines the rights and expectations you have when booking and travelling through our platform with our partner bus operators.

2. Right to Information

You have the right to:

  • Clear and accurate information about fares, routes, and schedules before booking
  • Full details of your booking, including departure and arrival times, operator name, and bus type
  • Information about cancellation and refund policies at the time of purchase
  • Timely notification of any changes to your trip, including delays or cancellations

3. Right to Safe Travel

You are entitled to:

  • Travel with licensed operators that meet regulatory safety standards
  • Expect that vehicles are properly maintained and fit for service
  • Have access to emergency procedures and safety information
  • Travel free from harassment or discrimination

4. Right to Fair Treatment

You have the right to:

  • Be treated with respect and dignity by operators and their staff
  • Receive the service you paid for, including the seat or class of service booked
  • Request assistance if you have special needs or require accessibility accommodations
  • Lodge complaints and expect a fair and timely response

5. Right to Redress

If something goes wrong, you have the right to:

  • Request a refund or compensation in accordance with our Refund Policy when services are not provided as booked
  • Be rebooked on an alternative service when a trip is cancelled by the operator
  • Receive support from OneTrip in resolving disputes with operators
  • Escalate concerns to relevant regulatory bodies when appropriate

6. Your Responsibilities

As a passenger, you are expected to:

  • Arrive at the departure point on time with valid identification and your ticket
  • Follow the operator’s rules and instructions for the safety and comfort of all passengers
  • Treat staff and fellow passengers with respect
  • Report any safety concerns or incidents to the operator or OneTrip

7. How We Support Your Rights

OneTrip works with our partner operators to uphold these passenger rights. We monitor feedback, support dispute resolution, and advocate for fair treatment. If you experience any issues during your journey, please contact us at info@onetrip.co.zm.

8. Contact

For questions about your passenger rights or to report an issue, please reach out to us at info@onetrip.co.zm.