Question 1

How do I find the trip I need?

Accepted Answer

Enter the departure city, arrival city and travel date in the search form on the home page and click “Search”. We’ll show every trip available on that date — with prices, departure times and carriers. Use the price calendar to instantly see which days are cheaper to travel.

Question 2

Where can I travel?

Accepted Answer

SoloWay operates bus services across Ukraine and to European countries — Poland, the Czech Republic, Germany, Italy, Bulgaria and more. Browse available routes on the Routes, Cities and Countries pages.

Question 3

What does the “from” price in the calendar mean?

Accepted Answer

The “from” price is the lowest ticket price among all trips on the selected date. The exact price of a specific trip is shown in the search results once you pick a date.

Question 4

Why are prices shown in different currencies (₴, €, Kč)?

Accepted Answer

Some European trips from our partners are sold in the local currency — for example, in euros or Czech korunas. We show the price exactly as the carrier set it, with no hidden conversion. For easier comparison, an approximate hryvnia equivalent may be shown alongside.

Question 5

Why can some trips only be booked and not bought online?

Accepted Answer

Online payment on the site is processed in hryvnia. If a trip is sold in a foreign currency, it can’t be paid for by card on the site — only booking with payment to the driver on board is available.

Question 6

What’s the difference between “Buy online” and “Book”?

Accepted Answer

“Buy online” — you pay for the ticket by card on the site right away and receive an e-ticket by email. “Book” — you reserve your seat for free and pay for the trip in cash to the driver on board. This option is not available with every carrier.

Question 7

Can I order a ticket without registering?

Accepted Answer

Yes. You can place an order as a guest — just provide your contact details. A link to your ticket will be sent to the email you enter. Registration is only needed to keep your order history.

Question 8

What details are required to place an order?

Accepted Answer

The passenger’s first and last name, phone number and email. Some international trips may require additional details from the carrier (such as date of birth or passport data) — in that case the relevant fields appear during checkout.

Question 9

Can I buy several tickets in one order?

Accepted Answer

Yes, you can add several passengers to a single order. You provide separate details for each, and payment is made together.

Question 10

How will I receive my ticket after payment?

Accepted Answer

As soon as payment succeeds, an e-ticket in PDF format is sent to your email. You can also download it on the order confirmation page, and registered users can find it under “My orders”.

Question 11

What payment methods are available?

Accepted Answer

Visa or Mastercard, as well as Apple Pay and Google Pay. Payments are processed by a secure payment service.

Question 12

Is it safe to pay on the site?

Accepted Answer

Yes. Payment goes through a certified payment service over a secure connection. Your card details are not stored on our servers.

Question 13

What currency is payment processed in?

Accepted Answer

Online payment on the site is processed in hryvnia (₴).

Question 14

Money was charged but the ticket didn’t arrive. What should I do?

Accepted Answer

First, check the Spam folder in your email. If there’s no ticket within a few minutes, contact support — we’ll check the payment status and send the ticket or refund you.

Question 15

How much baggage can I bring?

Accepted Answer

Free baggage allowances are set by the carrier and listed in the trip details. Usually this is one piece of luggage in the baggage compartment plus a carry-on item in the cabin.

Question 16

How do I add extra baggage?

Accepted Answer

If the carrier offers paid baggage, you can add it during checkout. Its cost is added to the total amount due.

Question 17

What are additional services?

Accepted Answer

Some carriers offer additional services for the trip. You can select them during online checkout, and their cost is added to the order.

Question 18

How do I return a ticket?

Accepted Answer

Registered users can request a refund on the order page in their account. If you placed the order as a guest, contact support.

Question 19

How much will I get back?

Accepted Answer

Refunds are made according to the carrier’s rules. The amount withheld depends on how long before departure you cancel: the closer to the trip, the higher the fee. You’ll see the exact refund amount before confirming.

Question 20

When will I get my money?

Accepted Answer

Funds are returned to the same card you paid with. The crediting time depends on your bank — usually a few business days.

Question 21

Can I cancel a booking with payment on the bus?

Accepted Answer

Yes. Since a booking is made without prepayment, you can simply cancel it — no money was charged.

Question 22

What happens if the carrier cancels the trip?

Accepted Answer

If the carrier cancels the trip, you receive a full refund of the amount paid. We’ll notify you about the cancellation.

Question 23

Are there child or senior discounts?

Accepted Answer

Some carriers offer discounts for children and seniors. If a discount is available for a trip, you select it manually for each passenger while filling in their details on the booking page — the price is then recalculated automatically.

Question 24

How do I apply a promo code?

Accepted Answer

Enter the promo code in the dedicated field during checkout — the discount is reflected in the amount due right away.

Question 25

What is the online-purchase discount?

Accepted Answer

For some trips the price is lower when buying online than when paying on the bus. This saving is shown as a struck-through old price next to the current one.

Question 26

How do I register or sign in?

Accepted Answer

You can create an account with your email or sign in with Google or Apple in a single tap.

Question 27

How do I reset my password?

Accepted Answer

Click “Forgot password?” on the sign-in page and enter your email — we’ll send a link to set a new password. If your account was created with Google or Apple, sign in the same way — no separate password is needed.

Question 28

Where can I see my tickets and history?

Accepted Answer

All your orders and e-tickets are available under “My orders” in your account.

Question 29

Is SoloWay a carrier?

Accepted Answer

No. SoloWay is an online ticket-booking service. The transportation itself is operated by partner bus companies; you receive a valid carrier ticket.

Question 30

How do I contact support?

Accepted Answer

Call +380 97 830 38 38 or write to info@soloway.com.ua. We’re available Mon–Sun from 09:00 to 22:00, as well as on Viber and Telegram.

Frequently Asked Questions

Search & trips

Purchase & booking

Payment

Baggage & extras

Refunds

Discounts & promo codes

Account & orders

Support & carriers