Can children under 5 travel for free?

A passenger is entitled to take one child under 5 without purchasing a ticket, provided the child does not occupy a separate seat. For children under 5 who require a separate seat, a child ticket must be purchased. If a passenger is traveling with multiple children under 5, a child ticket must be bought for each child except for the one traveling for free.

Where can I view tickets purchased online?

The purchased ticket is stored in the “My Tickets” section and is also sent to the email address in PDF format.

How can I get an electronic ticket?

First, you need to register on the Biletim.az website or mobile application. Then, by selecting the destination and travel date and entering the FIN code and ID series from your identity card, you can obtain your ticket.

What payment methods can a passenger use to purchase an electronic ticket?

Payment can be made by bank card or via Google Pay / Apple Pay.

How far in advance can an online ticket be purchased?

A passenger can purchase a ticket up to 30 days in advance.

What is the maximum number of tickets that can be purchased in one transaction?

A maximum of 5 tickets can be purchased in one transaction.

How are tickets purchased through Biletim.az provided?

After the payment is completed, the system provides the user with a QR code-based ticket in the “My Tickets” section. Note: The electronic ticket is sent to the email address in PDF format, and printing it is not mandatory.

When should a passenger present the electronic ticket?

The passenger must be at the bus terminal (bus station) at least 30 minutes before the departure of the trip and be seated in their assigned seat on the bus during the inspection.

What age range does a child ticket apply to?

A child travel ticket must be purchased for each child aged 5 to 10 traveling with a passenger. The child ticket is offered with a 50% discount.

What information must a user provide during registration?

During registration, the user must enter their first name, last name, contact phone number, email address, password, and gender.

What is the weight limit for free hand luggage?

One piece of hand luggage not exceeding 20 kg (10 kg for children aged 5–10), a stroller, and a wheelchair for passengers with disabilities, as well as other necessary equipment for their mobility or rehabilitation, can be carried free of charge.

What is the maximum size of free hand luggage?

One piece of hand luggage with a total size of up to 120 cm (60 cm × 40 cm × 20 cm) and a weight not exceeding 20 kg can be carried free of charge.

How long does it take for a refunded amount to be returned to the passenger?

According to bank and international payment system regulations, the funds are refunded to the passenger’s bank account used for payment within 3–4 business days. In case of delays, you can contact your bank for further information.

How can a passenger return an online ticket?

If the ticket was purchased through the Biletim.az website or mobile app, the passenger can return it by going to the “My Tickets” section and clicking the “Return” button at the bottom of the ticket. Note: When returning an online ticket, the passenger does not need to visit the ticket office at the terminal.

In which cases can a passenger receive a full refund of the ticket price and any pre-paid commission before the bus departs?

A full refund can be issued if, on regular routes, the bus is delayed by more than 1 hour beyond the scheduled departure time, or if the passenger is given a lower-class seat than indicated on the ticket, including cases where the seat specified on the ticket is not provided to the passenger.

What happens if a passenger cannot be transported to the destination due to reasons beyond the carrier’s control?

The fare for the journey from the point where the trip was stopped to the destination is refunded to the passenger within 3–4 business days from the moment the trip is canceled. In such cases, the carrier must transport the passenger to the nearest bus terminal, railway station, or airport upon request. If the bus is returned to the starting point of the route, the fare and the cost of baggage (hand luggage) transportation are refunded to the passenger within 3–4 business days.

If a passenger misses the bus due to their own fault, is the fare refunded?

If a passenger misses the bus due to their own fault, the fare is not refunded.

Is it mandatory to obtain special permits for travel to the liberated territories?

When purchasing a ticket through the Biletim.az portal, special permits for travel to the liberated territories are automatically issued to the citizen through the system.

How long are special permits for travel to the liberated territories valid?

Special permits for travel to the liberated territories are valid for 5 days. Citizens must leave the liberated territories before the permit expires.

What happens to the payment if the permit for travel to the liberated territories is not granted?

After receiving a notification of unsuccessful authorization and the automated cancellation of the ticket, the paid funds will be returned to the passenger's bank account in the near future.

How can I contact customer support?

You can submit an inquiry through the “Complaints and Feedback” section or call the Call Center at 141.

What should I do if the limit for an intermediate stop is reached?

Since tickets for intermediate stops are limited, it is recommended to purchase them in advance through the Biletim.az portal.

Where can I get the RRN code?

You can obtain it by going to the “History” section on the portal and accessing the list of “Returned” tickets.

Who should be contacted in case of lost or damaged hand luggage in the bus cabin or luggage compartment during the trip?

Compensation for lost, missing, or damaged items entrusted for transport or storage is paid to the passenger by the carrier or bus terminal (station) within the period established by law, based on the claim submitted and up to the amount determined.

If the payment transaction fails during ticket purchase, how long will it take for the deducted amount to be returned to my account?

If the ticket purchase is considered unsuccessful, the amount will not be deducted from the account, or if it was deducted, it will be refunded shortly. If it is not refunded, it is recommended to submit the ticket details in the feedback section and wait for a response.

What should be done if there is a delay in the refunded amount?

You can provide the RRN code to your bank to obtain additional information.

What are the ticket return conditions for intercity (district-to-district) routes?

➤ If a passenger misses the intercity (district-to-district) bus or refuses to travel less than 15 minutes before departure, the ticket can be rescheduled for another bus on the same route within 2 hours (or within 3 days in case of illness or an accident) by paying an additional 25% of the ticket price, or the passenger can get a refund with 25% deducted from the paid amount. ➤ If the ticket is returned to the bus terminal (ticket office) at least 2 hours before the departure of the intercity bus, the fare is refunded to the passenger minus the pre-sale commission. If returned later, but less than 15 minutes before departure, 15% of the ticket price and the pre-sale commission are deducted, and the remaining fare is refunded to the passenger.