This document aims to inform transport managers on new obligations resulting from the EU passenger rights regulation which enter into force on 1 March 2013. Designed in three chapters, this guide focuses on regular bus/coach services longer than 250km, shorter than 250km or occasional services, where passengers board or disembark within the territory of a Member State. It also specifies what passengers might claim in situations such as accidents, cancellations/delays, defines the rights of disabled persons and persons with reduced mobility, and governs passengers’ complaints.