Purchasing Conditions

1. Liability

The transporter's liability lies with the company actually providing the service. The transport company will not be liable for any breaches not directly attributable to it, or for those arising as a result of acts of God, force majeure, or required in order to comply with legal or administrative demands. Likewise, the transport company does not accept liability for missed connections with other transport, whether of the same company or others. In International Lines, any liability corresponds to the company providing the transport, in accordance with the laws and Courts of its country; and it is the sole responsibility of the traveller to carry the documents necessary to cross the border and make the journey.

2. Baggage.

The traveller is entitled to transport free of charge up to 30 Kg of baggage, except as specifically provided for international lines ( 25 Kg). If checked in, the company will hand over the corresponding tag.

In the event of loss of or damage to the baggage transported, a claim must be made immediately on arrival, showing the ticket and baggage check-in tag, as the case may be.

The transporter's liability will be limited (in national services in accordance with article 23 of Act 16/1987, of 30th July) and expressly to a maximum of 300 euros in international services. The transporter will not be liable for any damages, losses or breakdowns of hand baggage or other objects not committed to its custody.

3. Conditions of travel for children.

In accordance with the new Royal Decree, WITH EFFECT FROM 1ST FEBRUARY 2007 A TICKET WILL BE ISSUED TO ALL CHILDREN, REGARDLESS OF THEIR AGE.

The number of passengers transported may not be higher than the authorized spaces, which means that all children are to be counted for the purposes of determining the number of passengers transported (Royal Decree 965/2006).

4. Cancellation of tickets.

Two situations are possible:

• For tickets that have only been printed from the website, cancellation can be done on the website and by calling the information and sales service on 902 42 22 42 provided that this is done at least 2 hours before the start of the service.
• If the tickets purchased on Internet have been printed at the point of sale, they can only be cancelled at the sales offices of the company equipped for refunds of this type, by presenting the customer¿s credit card and National Identity Document. The cancellation can only be done at least 2 hours before the start of the service.
• In the event of cancellation, the company will refund the amount of the ticket, less a 10% charge, if the cancellation is requested at least 48 hours before departure, and 20% if requested between 48 and 2 hours before departure. A 20% charge will be applied in the case of cancellation of tickets that have been previously modified.

For tickets cancelled on the website, no cancellation charges will be applied. In the event of cancellation of the ticket, the processing cost will not be refunded.

Failure by the traveller to turn up at the place and time of departure will lead to loss of the journey and will not entitle him or her to exchange the ticket or receive a refund of its cost. 

If the cancellation is for technical reasons, the company will refund the cost of the ticket, with no charge whatsoever, provided that the cause is duly documented.

Tickets issued in exchange for BUS Plus points cannot be changed or cancelled.

5. Change of tickets

Changing the date of travel is only possible if requested at least 2 hours before the start of the service and will be subject to the existence of available seats on the new date requested. A single change per ticket is allowed at no charge, and may be requested at the company's sales offices, or on the website, or by calling the Information and Sales service on 902 42 22 42, provided that the printing of a paper ticket has not been requested at the point of sale.

6. Return tickets

If a return ticket does not state the day, time, seat and vehicle for the return, the traveller must confirm the return details in person at the corresponding sales office in far as advance as possible (8 days in the case of international lines), subject to the existence of available seats on the requested date. There is no charge for confirmation of the return journey, except in international services. Returns tickets will be valid for six months after the date of issue. On short distance/local services, open return tickets shall be valid for SEVEN DAYS. The return part of the ticket cannot be cancelled without having completed the outbound journey. In tickets purchased on the Internet, the return can be closed directly on the website.

7. Price of tickets

The total cost of tickets purchased on the Internet is made up of the price of the ticket according to the ruling rates, plus 8% VAT, plus the additional charge for processing through this sales channel. The processing cost will be applied to each ticket, with return tickets being considered a single ticket for these purposes. In the event of cancellation of the ticket, the processing cost will not be refunded.

The processing cost will not be applied to customers who use their Bus Plus card number when they buy tickets on the Internet.

8. Back-up services

In national and international services, the Company reserves the possibility of providing the service using vehicles of collaborating companies when the circumstances so require and, in particular, to overcome traffic intensifications.

9. Smoking prohibition

Smoking is strictly prohibited on the vehicle (Article 6 R.D. 1293/1999).

10. Complaints Book

A complaints book is available for passengers at the points of departure and arrival of national services.

11. Discounts

Application of discounts when purchasing tickets on the ALSA web page.

If you choose a discount in a purchase process, the discount will be applied to all the passengers. If some of the passengers are not entitled to a discount, or want to take advantage of a different discount, their tickets should be bought separately.

The only discounts available through Internet purchase are Large Family discounts.

When boarding the coach, you have to show the driver the documentation accrediting that you are entitled to the discount.

The discounts available vary, depending on the concession or line.

The conditions for cancelling and changing tickets with a discount are exactly the same as for other tickets, although they may be different if the discount has been combined with an offer. We would remind you that you should always read and accept the conditions of an offer before purchasing a ticket.

If you do not have the documentation accrediting that you are entitled to the discount, or your documentation is not in order or has expired, you will forfeit the entire value of the ticket, and may not use it to travel. If you wish to travel, you will have to purchase another ticket for the full price, as it is not possible to pay the discount difference.

Large Family discounts

There are 2 Large Family categories:

• First, or general, category: It entitles the ticket holder to a 20% discount on the ticket.
• Honour, or special, category: It entitles the ticket holder to a 50% discount on the ticket.

Both of these Large Family discounts can be combined with other ALSA promotions and offers. They can also be combined with other types of compatible discounts.

Large Family discounts may not be combined with each other, and can only be combined with one other offer or discount at a time.

To obtain a Large Family discount you have to present your ID card or passport, together with your Large Family Record Book, or a certified copy of it. Remember that your documentation has to be valid in order to board the bus.

12. Special campaigns and promotions

There are special promotion campaigns programmed by the company, which are subject to particular conditions in relation to the sale, change and cancellation of tickets. Information is provided in the offers section of the website and during the ticket-purchasing process.

13. Property of the ticket

Tickets purchased on the Internet are personalized with the passenger's name. To use them, the passenger's National Identity Document must be checked and must match the National Identity Document number stated on the ticket.

In order to travel, passengers must present their National Identity Document, both if they go straight on the bus with the ticket referent number or SMS text message and if they request a printed ticket at the point of sale.

In tickets purchased on the Internet for minors who do not have a National Identity Document, the National Identity Document number of the person accompanying the minor must be stated in the section of the website reserved for that purpose.

If the necessary details do not match, the ticket will be automatically cancelled.

14. Purchasing Process

For commercial reasons, not all routes covered by ALSA can be purchased on the Internet.

Tickets cannot be booked on the Internet, only purchase is permitted.

For International Routes, only tickets for routes departing from Spain can be purchased.

After selecting your seat in step 3, until you click the "pay" button on the payment page, you will have 20 minutes to complete the operation.

Only after entering your credit or debit card number and its date of expiry and clicking on "Pay" will the purchase be completed, and the corresponding amount charged.

Once the purchasing process is complete, click on "print" and print the ticket that will appear on the screen. If this is not possible, make a note of the ticket number or the reference number of the transaction, and keep it in a safe place, as it is your travel guarantee.

· If the ticket is for a national route, you have the following options:

- You can get on the coach directly without having to go to the sales desk, 10 minutes before departure, showing the driver your National Identity Document or passport and one of the following

• The ticket you have printed on Internet
• The ticket or transaction reference number you have noted on making your Internet purchase.
• The SMS text message with the ticket details

- You can ask for your ticket to be printed, at ALSA Sales Desks at the station of departure, 20 minutes before departure. To do so the reference number of the transaction and the passenger's National Identity Document are required.

- Self-Service Machines located at certain stations, where you can collect your ticket by entering the transaction reference number, as well as the National Identity Document or credit/debit card number used for the purchase.

· If the ticket is for an international route the passenger must go the sales desk and ask for the ticket to be issued. Failure to do so will mean that the passenger may not travel and will not be entitled to any reimbursement whatsoever.

In international routes, children under 16 must be accompanied by a legally authorized adult.

Young people aged between 16 and 18 need a passport and police authorization to travel.

- Purchase of more than one ticket. To facilitate the printing of several tickets, you can use the single transaction reference number when you ask for the tickets to be issued at the Alsa sales desk at the station of departure.

Improper use of this application will give rise to the corresponding liability, if it can be proven that the person acted with malicious intent or negligently.

15. Methods of Payment

Payment by credit or debit card (Visa, 4B, Maestro and Mastercard), PayPal and the BUS Plus purse card are the only methods of payment accepted on www.alsa.es.

Sales completed through PayPal using a credit card are commercialized by Servicios del Principado S.A. (VAT No.: A33088220) part of Grupo ALSA.

16. Changes and Cancellations

In this section tickets can be recovered, cancelled and changed. To do so, enter your National Identity Document/passport number and the number of the credit or debit card used to purchase them.

17. Invoice

If you would like an invoice for your tickets, you can choose either of these options:

Ask for the tickets to be printed at the sales desk and send them by post to C/ Miguel Fleta nº 4 2º Derecha, 28037 Madrid, indicating the necessary details of the person to whom the invoice is to be made out and the address to which the invoice is to be sent.

Send an e-mail to alsa@alsa.es facilitando with the following information: passenger's name, ticket number, transaction reference number, price, route, date of journey, details of the recipient of the invoice, address to which the invoice is to be sent and contact telephone number.

18. Contact

We offer different means of contacting our organization.

- Telephone: By calling +34 91 327 05 40 (8:00 h - 24:00 h)
- By post: Atención al cliente. Intercambiador de Avenida de América, 9-A, 28002 Madrid
- By Contact Form in www.alsa.es