Our Terms and Conditions

 

Check-in

Check-in closes 30 minutes before the estimated time of departure. We recommend that guests honour our check-in policy as departure time will not be extended and a fee of one thousand Naira (N1000) will be applicable for rescheduling due to lateness or change in travel plans. Please note that rescheduling is subject to vehicle and seat availability.

Bookings and Reservation

Bookings and reservations made in advance are subject to availability of vehicles. In the event that we are unable to fulfill your reservation, affected guest(s) will be rescheduled to another departure time at no extra cost.

Baggage and Luggage

Bring 1 bag or luggage on the bus with you and check up to 3 bags in the baggage compartment (the first one’s free).

Baggage allowance at a glance

Carry-on baggage Checked baggage
Yes Bring onto the bus Yes Stored under the bus
Yes Must fit in overhead compartment or under seat in front Yes Max size 62 inches (157 cm) when you add together length + width + height
Yes One bag up to 25lb (11kg) Yes Up to 3 bags, max 50lb each (22.5kg)

Baggage allowances

As well as your carry-on baggage, you can bring one piece of checked baggage for free, and two more for charges each. Find out how much you can bring:

 

Checked baggage allowances for adults and children

Number of pieces Charge per piece Weight Value
Adult ticket 3 1st bag free
2nd bag free with our Flexible fare,
or 2nd & 3rd bags charges each with all other fares
50lb (22.5kg)
per bag
Naira
Child ticket 1 Free 50lb (22.5kg) Naira

Max baggage dimensions:
There’s a limit on the size of checked baggage, to make sure we can fit everything into our baggage compartment. So checked baggage can’t be more than 62 inches (157 cm) when you add the dimensions together (length + width + height). Anything larger than this will need to go with our logistics or take a seat or two.

What kind of baggage can I bring?

It’s important to pack your belongings securely so they don’t get damaged or lost. We’ve put together a few simple guidelines for your checked baggage so that everything arrives in one piece:

            OK       Not OK
  • Suitcases
  • Backpacks
  • Duffel bags
  • Trunks
  • Toolboxes
  • Securely tied cardboard boxes
  • Plastic bags
  • Paper bags
  • Items protruding from your baggage

We can provide shipping containers for a nominal fee at most Eagle Line stations (the amount you pay will depend on the type of container and the city you’re in).

 

Strollers

We don’t charge for bringing a stroller on board an Eagle Line bus. You can bring a stroller in addition to your maximum checked baggage allowance to your carry-on baggage.

Extra packaging

There are a few items that need a little extra care when it comes to packing them for your trip:

  • Bicycles, golf clubs, skis and ski poles must be packed in a wood, canvas or other substantial containers, and securely fastened (you’ll need to pay an oversized item charge too).
  • Fragile items need to be wrapped in bubble-wrap, packed in styrofoam (molded, pellets or sheets), or placed in cardboard containers with corrugated partitions. Please don’t pack fragile items in clothing, bedding or newspaper as baggage may move about while on the road.

What items can I bring onto the bus?

Before you travel with us, it’s a good idea to check what you can and can’t take onto an Eagle Line bus.

Here is an overview of what you can bring on board or in checked baggage.

Medications & special needs devices: Allowed on board and in checked baggage, but we recommend you keep your medication in your carry on baggage.

Food, drinks and accessories: Alcohol is not permitted at all – on board or in checked baggage. Snacks, drinks and plastic cutlery are ok on-board. Any glass containers or metal cutlery must be in checked baggage.

Sharp objects: Most aren’t allowed on board but can be packed in checked baggage. Check the full list for details.

Sporting goods: Not permitted on board but can be brought in checked baggage.

Guns, firearms, explosives and dangerous chemicals: Not allowed at all anywhere on the bus or in baggage.

Flammable items: Mostly not allowed, except for lighters and matches.

Tools: Not allowed on board, but can be in checked baggage.

Martial arts items: Not allowed on board or in checked baggage.

Hoverboards: Not allowed at all anywhere on the bus or in baggage.

Boarding the bus and help with baggage

Once you’ve got your issued baggage tag from the ticket counter, we can load your checked baggage onto the bus. Here are a few simple pointers to make the process even easier.

  • Before you board, just give your checked baggage to the bus side baggage handler (or the driver in some cases) who will load it in the luggage compartment underneath the bus.
  • It’s up to you to collect your baggage when you get off the bus.
  • If you’re transferring from one bus to another, you need to collect your bags from the first bus and bring them to the next.

Need a hand?

If you need help with your baggage when you get on the bus, just let us know. We have special baggage handling available for customers that need extra help such as elderly passengers, customers with disabilities or those traveling with small children. You can ask an agent at the ticket counter to give you special handling tags so we know that you need some help.

 

Left Baggage Service

If you want to explore the city without lugging a big bag around with you, we can store your baggage for 24 hours at Eagle line stations. Leave it with us: All stored baggage needs to follow the same restrictions listed above and you’ll need to collect it within 24 hours. Ask a customer service agent for pricing details at your chosen location.

Lost or damaged baggage

We’ll do what we can to help reunite you with your stuff. And if we can’t find it, or it’s damaged, you may be eligible for compensation.

Eagle’s Line responsibility

If Eagle Line is responsible (or liable) for your baggage getting lost or damaged, you should be able to claim compensation. See how much you can claim, depending on your type of baggage and our limitations of liability:

 

Have a look at our dedicated page for lost and damaged baggage. We’ll tell you what you need to do to get your bags back, and fill out a claim.

Baggage insurance

You can apply for compensation if any of your baggage gets lost or damaged when you travel with us (see our Lost or damaged baggage page to find out more about this). But, if your stuff is more valuable than the amount of compensation you can claim, you might want to take out insurance to cover it.

Carry-on baggage

Your carry-on baggage should be with you throughout your trip, so it’s up to you to keep it safe (this includes taking your belongings with you when you step off the bus for a rest break). Eagle Line can’t accept any responsibility for any carry-on baggage that gets lost or damaged.

Checked baggage

If any of your checked baggage goes missing or is damaged while being stored in the baggage compartment under the bus, you can apply for compensation. You’ll need the baggage tag that was given to you when you checked your bag to process the claim.

We offer a maximum value of N10,000 per adult ticket and N5,000 per child ticket. If you have anything in your checked baggage that’s worth more than this amount, we can’t pay any more, unless you bought insurance. This doesn’t include baggage checked as overweight, oversized or excess baggage.

Oversized, overweight and excess baggage

If you want to make a claim on overweight, oversized or excess baggage, there’s a free value allowance of N10,000. If you have anything in your baggage that’s worth more than this amount, we can’t pay any more.

We don’t offer insurance for excess baggage. Instead, you can pay a declared baggage charge for your overweight, oversized or excess baggage. This means that in the event of claim, we will need to see proof of the value or depreciated value of the item or items you are claiming for.

 

Getting your baggage back

If we find your baggage, we can send it back to you as long as you live within our operating cities. If you live outside our operating cities, you’ll need to make your own arrangements for your baggage to be shipped to you.

Making a claim

If you want to make a claim for lost baggage, you’ll need to fill in a claim form and send it to us within 30 days of the date you arrived at your destination. You can fill out a claim form at any Eagle Line station.

Here are a few important things to know if you’re making a claim:

 

The claim process

You’ll have 30 days to make your claim (see ‘Making a claim’ above). After this, the time it takes for us to settle your claim (and get resolution) is 60-90 days. The date we receive your form will be day one of this process.

If your baggage is lost

We’ll do our best to find your lost baggage, and find it as fast as we can (you need those clean socks!). But if we haven’t found it within 15 days of receiving your form, we’ll treat it as a claim and get things moving. Don’t worry though, we won’t stop looking for your baggage. It just means we can start the claims process quicker. In any case, we’ll write to you to let you know what’s happening.

If your baggage is damaged or something’s missing

If we return your baggage to you and it’s damaged on the outside or inside, or something’s missing, you can submit a claim. You’ll need to do this in writing using our online form within 7 days of receiving your baggage. You’ll also need to give us an opportunity to inspect it before we process your claim.

 

Lost or damaged baggage claim status form

If your bag has been lost or damaged, please use this form to give us details of your trip, schedules, and what happened.

You need to submit a baggage claim form at your local terminal within 30 days of arriving at your destination (for lost baggage) or 7 days after receiving your baggage (for damaged baggage), and the claim process takes 60-90 days from the time we receive your form.

Your details

First name

Last name

Email

Please tell us where you got on and off the bus and the date of your trip

From Departing from.

To Traveling to.

Add departure trip date in format MM/DD/YYYY.

Please tell us about your lost or damaged baggage in details.

 

 

Home-Pick Service

Our home-pick service is a safe and stress free service for light travelers. Please note that a no-show without prior reschedule would render ticket void. Guests with luggage exceeding a small box will also be required to travel from the terminal.

Refund Policy

Eagle Lines has a no refund policy for all tickets duly purchased from any of her sales channels except for some extra-ordinary circumstances with criteria.

Managing Reservations (Rescheduling and Rerouting)

Guests with unused tickets are advised to utilize as soon as possible as ticket validity is restricted to one month from date of purchase after which the ticket becomes invalid. To utilize such tickets within the validity period, kindly send an email to info@eagleline.com.ng  with new itinerary before proposed travel date.

Note that all reschedules/ re-routing requests are subject to vehicle and seat availability on desired route.

In the event that the fare of the new trip is higher than the old trip, the guest will also be required to pay the differential for reschedule or re-routing request.

Debits without value on online transactions

Customers are advised to contact their banks should they require a refund due to double debits and debits on card transactions or USSD payments without value using our online booking platform. Refund request originating from bank transfers can be processed by sending an email to info@eagleline.com.ng. Once it is confirmed that funds were acquired and the account number to be credited has been provided by customer, a refund will be made within seven (7) to ten (10) working days.

Price Changes

Prices are subject to change without prior notice to guests due to unforeseen economic circumstances.

Child Fare Rate

We care about the safety of children and have provided a 50% discounts on tickets purchased for children. However, please note the following:

  • The Child fare rate only applies to children between the ages of 2-10.
  • Children within this range cannot travel unaccompanied by an adult.
  • Child fare rates can only be assessable upon the presentation of a valid means of identification for the child(ren) on the planned day of travel failure of which will result in discount cancellation.
  • An adult is only allowed a maximum of three child fare rates per booking.

Carriage of unaccompanied children

Eagle Lines can only provide transportation for unaccompanied children between the ages of 10 to 15 on the condition that the parent or guardian of the minor completes and submits our unaccompanied minor form which can be obtained from any of our terminals nation-wide before the commencement of trip.

Animals and pets onboard

We convey humans and not animals or pets.

Smoking Policy

Smoking is prohibited while on board

Sale of Tickets

Eagle Lines bus tickets are not transferable and cannot be resold to anyone else.

Departure time

While we will do all within our control to ensure we comply with communicated departure times, in cases where unforeseen circumstances occur, please note that we are at liberty to alter the departure time without prior notice or compensation. This may have an effect on seat selection and bus type.

Ticket Validity

Purchased but un-used tickets not used to travel have a validity of one (1) month from date of purchase, as long as the amount paid for the cancelled journey is not less than the cost of the proposed journey, in the event that it is, you will be required to pay the difference.

Lost/Forgotten Items

Guests are advised to monitor their luggage while at our terminals or in our vehicles. Should any item be stolen, lost or forgotten, we will not be held liable. Found but unclaimed properties will be kept for a maximum of 30 days before it is disposed of (except perishable items which will be discarded the same day if unclaimed to prevent contamination)

In transit Breakdown

As a company, we recognize the importance of preventive maintenance and we practice it religiously to reduce and possibly eliminate in transit breakdowns. However in the event that it does happen, guests are requested to contact our call centre using 08071690257, 08071690277.

 

For queries and enquiries on issues not addressed above, kindly reach our care team via email or mobile using info@eagleline.com.ng or 08071690257, 08071690277.

Kindly note the above terms and conditions.

Eagle Line Transport Company Ltd © All Rights Reserved.2019