TERMS OF PURCHASE

1.- LIABILITY

Carrier liability falls upon the company which actually performs the service. The Carrier shall not be responsible for any noncompliance not directly attributable thereto, nor for any events resulting from unforeseen circumstances, force majeure, or due compliance with legal or administrative requirements. Likewise, it shall not be liable for losses related to its services with other Carriers, whether of its own or others. On international lines, any liability which may arise shall pertain to the company providing the transportation, in accordance with the laws and courts of their country, and it is the sole responsibility of the Traveller to be equipped with the necessary documents for border crossing and completion of the trip.

2.- EQUIPMENT

The Traveller is entitled to transport up to 30 Kgs of luggage free of charge, notwithstanding the specific provisions for international lines (25 Kg). If billed, the corresponding supporting documentation must be provided. In case of loss or damage to the transported luggage, it would be appropriate - without prejudice to the provisions set forth in Condition 10 - to immediately make a claim upon arrival, including the ticket and billing receipt if possible.

Liability for damaged or lost luggage shall be determined, on a limited and specific basis in accordance with the regulations to this effect established by Law 1/1987 of 30 July on Land Transport Planning and Regulation (EU) No. 181/2011 of the European Parliament and Council of 16 February 2011, on the rights of bus and coach passengers, pursuant to the current wording and as applicable at the time.

Special conditions for the transport of bicycles, surfboards, or skis: The transportation of bicycles, surfboards, or skis entails an additional charge of €5 (five Euros) to the ticket price for short-haul service, and €10 (ten Euros) for long-haul service. In the case of international service, the transportation of bicycles is permitted solely on the Spain-Morocco and Spain-Portugal lines, subject to advance booking and payment of the corresponding fees. Due to the limited amount of space available, a total of four units are permitted, including bicycles and surfboards, per vehicle (one per ticket). These should be transportable without causing any damage to other luggage or packages, and it is required for them to be packed in some kind of box or bag prepared for their transport. Tickets may be purchased at the website and arrangements can be made to transport bicycles by clicking on the box provided for this purpose in Step 3 of the purchase process. Tickets and the corresponding bicycle arrangements must be purchased at the same time, and it is impossible to check this box when 2 or more seats have been selected. If there is no room for more bikes at the selected time, the box for travel with a bicycle will not be available for selection. Once the ticket is purchased, the Traveller must be present to board with his/her bicycle or surfboard at least 15 minutes prior to departure.

Special conditions for transporting pets on regular national lines. The Law prohibits the transportation of any animals other than guide dogs in the passenger compartments. In accordance with the foregoing, one (1) pet animal per service will be allowed, which must travel in the hold of the vehicle. Transportation shall be limited to small pets, which is defined as dogs, cats, ferrets, birds (non-poultry), etc. whose weight does not exceed 10 Kg. Such animals must always travel in the hold of the vehicle in a cage (a transportation device which is safe and enclosed) provided by the Traveller. The cage or carrier must have an impermeable bottom to contain any waste produced by the animal. In general, the transportation of these animals shall be carried out under the full responsibility of the owners, who must travel at the same time as the animal. The Traveller must be present for boarding 15 minutes in advance with the animal and must personally put said animal into the cage or carrier in the holding area, as directed by the Driver. The animal must be in good physical and hygienic condition and have an appropriate disposition for transport, and the use of a muzzle, though not required, is recommended. The embarkation and disembarkation of the animal must be taken care of by its owner, ensuring that no other people are in the vicinity in order to avoid uncomfortable or dangerous circumstances that may affect other Travellers. The cost for animal transportation shall be 50% of the ticket price, which must be paid as an additional fee prior to the trip.

3. TICKET SALES

The Company shall sell the tickets at the points-of-sale or establishments provided for this purpose where the tickets may be obtained and discounts may be applied pursuant to the terms of the concession. To encourage the purchase of tickets there are also alternative means of sale, such as travel agencies, online, over the phone, automated machines, etc., and the conditions applying to each one shall be specified.

Misuse of the website for fraudulent purposes shall result in the corresponding liabilities, if it is shown that the individual in question as acted in bad faith, negligence, or malice.

In order to make the purchase online each of the Steps listed on the website must be completed, and the purchase shall only be considered complete when the financial information has been entered and the "Pay" button has been clicked, at which time the card will be charged and the ticket will be issued. On international routes, tickets must be purchased at least 24 hours prior to the travel date.

The number of passengers may not exceed the authorized number of seats, which means that all minors shall be counted to determine the number of passengers (Royal Decree 965/2006), and therefore everyone must have a ticket regardless of their age.

Procedure for the transportation of unaccompanied minors

Children under 4 must always be accompanied by adults. Children under 4 years of age shall not be permitted unless accompanied by an adult.

Children over 4 years of age will be allowed without an accompanying parent in regular transport services for general use under the conditions set forth below:

  • ALSA recommends to its Travellers and assumes responsibility for the transportation of unaccompanied minors when performed in the Service Classes (Supra+ or Premium), since these services have support staff who can monitor to ensure that the trip proceeds normally until the destination has been reached.
  • For the other services, children between the ages of 4 and 12 may only travel unaccompanied if the parent or guardian issues authorization for the minor to travel alone (always under the responsibility of the parent or guardian), and pursuant to the following specifications:
    • Upon boarding, the minor must present his/her ticket and Authorization signed by his/her parents or guardian(s) and bearing the ALSA stamp.
    • The Authorization Document, which can be downloaded in this Section (below) or requested at any Point-of-Sale, must be completed and signed by the parents or guardians in duplicate copies prior to the trip, providing both copies at an ALSA Point-of-Sale to receive the corresponding stamp. These documents are not valid without the corresponding ALSA seal.
    • There are two types of authorizations:
  • If it is not possible to access a Point-of-Sale, more information can be obtained from the ALSA driving staff or at any of our Points-of-Sale and/or public service and information channels.
  • In the case of Class Services with support staff (SUPRA + or PREMIUM), clients may request the Childcare Service for children over 4 years of age who are travelling alone. If this service is not requested, children between 4 and 12 years of age may only travel alone if the parents/guardians have issued Authorization for the transportation of the minor, pursuant to the provisions set forth in Condition 3.1.3.

Requirements for the Child Care Service for unaccompanied minors as part of Supra + or Premium services:

Due to the special nature of these Travellers, and for safety reasons, they may only travel unaccompanied as long as all of the following requirements are fully met:

  • They must be between the ages of 4 and 12.
  • They must have their ticket, along with a copy of the "Childcare Services Request Form" (download the Childcare Services Request Form in pdf 31kb) duly completed and signed by the parents/guardians, and bearing the ALSA seal.
  • Upon boarding, the parents/guardians dropping off the minor at the point of origin must show their identification (ID Card, passport, NIE card, or driver's license).
  • An ID document must be shown for the minor as well (ID Card, passport, NIE, or, failing that, a Family Book or copy thereof).
  • Once at the destination, the Parties responsible for retrieving the child (and who are designated in the "Childcare Services Request Form") must also present their identification (ID Card, passport, NIE, or driver's license).
  • The "Childcare Services Request Form", which can be downloaded in this Section (download the Childcare Services Request Form in pdf 31kb)  or requested at any Point-of-Sale, must be completed and signed by the parents or guardians in duplicate copies prior to the trip, providing both copies at an ALSA Point-of-Sale to receive the corresponding stamp. This document is not valid without the corresponding ALSA stamp.
    For more information about the operation of the Childcare Service before or during the trip, during the boarding process, or upon delivery of the minor, as well as the possibility of any incidents, please consult any of our Points-of-Sale and/or public service and information channels.

How to access the bus:

On national routes: the bus can be accessed directly without having to go through the Point-of-Sale, provided one is present 10 minutes before departure and shows their ID Card or PASSPORT to the Driver, along with one of the following options:

  • The electronic ticket printed online.
  • The locator or ticket indicated registered through the web purchase.
  • The SMS containing the ticket information.

On international routes: the bus can be accessed directly without having to go through the Point-of-Sale by providing the Driver with the specific international ticket issued online, along with one's ID Card or PASSPORT, with one of the following options:

  • The Traveller must be present at least 1 hour prior to the departure when this occurs outside of Spain and must make his or her presence known at the point of departure.
  • For international flights from Spain, Travellers should be present at least 30 minutes prior to departure at the point of departure.
  • The international line Spain-France-Switzerland-Poland has a transfer in Barcelona, and Travellers must go to the ALSA Point-of-Sale at the origin of their trip at least 36 hours beforehand in order to obtain their free ticket to Barcelona. For points of origin in Barcelona or thereafter, it is not necessary to request the transfer ticket.
  • On international routes, minors under 16 years of age must travel with a legally authorized adult. Children between 16 and 18 years of age require a passport and police authorization in order to travel alone.

4. CAMPAIGNS AND SPECIAL PROMOTIONS

Special promotional campaigns for certain tickets offered by the Company are subject to specific conditions and made available to Travellers at the Point-of-Sale and possibly online. Such conditions shall apply over any others.

5. CANCELLING TICKETS

For national and international tickers:

Ticket cancellation is only possible if requested at least 2 hours before the start of the service, and the Traveller must take care of this at the Company's Points-of-Sale or establishments. Tickets acquired through the information and sales service 902 422242 and online at www.alsa.es may be cancelled by the same channels through which they were purchased, provided that the tickets have not yet been issued. Tickets acquired through the mobile applications can only be cancelled by calling 902 422242 or through the ALSA website.

Tickets acquired through the payment method Cashlog, S.L. ("Payment against mobile phone bills") may only be reimbursed through the same means of payment, and cash or card reimbursements may not be made in any case.

In the event of cancellation, the company shall return the full ticket amount to the Traveller if requested to do so within 48 hours prior to the service. If the cancellation is requested between 48 and 24 hours in advance, the Company will refund the ticket minus 10%. If the cancellation is requested within less than 24 hours in advance, the applicable deduction will be 20% of the ticket price.

Tickets paid by a financial card may only be cancelled against the card used to make the purchase.

Non-submission by the Traveller at the place and time of departure shall result in loss of the trip without any right to ticket exchanges or refunds.

Holders of the Busplus card will not be charged any cancellation fees.

For national tickets only:

For tickets which have been previously changed, a deduction of 20% of the total amount shall be applied when requested more than 48 hours in advance. For such tickets, the cancellation fees will be 30% of the total amount when requested between 48 and 24 hours in advance, and 40% when requested less than 24 hours prior to the start of the service in question.

6. CHANGING TICKETS

For national and international tickers:

Changes to the date and time of a trip are only possible if requested at least 2 hours prior to the start of the service and shall be subject to existence of available seats at the new date and time requested.

Tickets acquired through the information and sales service 902 422242 and online at www.alsa.es may be exchanged by the same channels through which they were purchased, provided that the tickets have not yet been issued. If the sale was made through the ALSA mobile application, exchanges can only be made by calling 902 422242 or through the ALSA website.

For national tickets only

A single change per ticket is permitted without any additional costs if requested at least 48 hours prior to the service. An additional charge of 5% of the ticket price shall apply for any changes requested within 24 to 48 hours prior to the service. If the change is requested within less than 24 hours in advance, the applicable deduction will be 10% of the ticket price.

A surcharge of 20% shall apply to the service and any successive ticket changes when requested more than 24 hours in advance. If such changes are requested within less than 24 hours in advance, the applicable deduction will be 30% of the ticket price.

For international tickets only:

Changes to international tickets do not involve a surcharge.

7. ROUND-TRIP TICKETS

If a round-trip ticket does not specify the date, time, seat, and vehicle used for the return (an open ticket), the Traveller must go to the appropriate Sales Office as soon as possible (at least 2 days in the case of international lines) to confirm the return. The confirmation is subject to the existence of available seats on the requested date and vehicle. Notwithstanding the provisions of the following paragraph, confirmation of the return ticket does not entail any extra costs. Long-haul service Open Tickets shall be valid for 6 months from their date of issuance. For regional services, round trip tickets shall be valid for 7 calendar days (starting from the date of the outbound trip). For tickets purchased online, the return trip can be arranged directly through the website.

National open tickets covering a distance equal to or greater than 150 Km and with a price (outbound and without any discounts and taxes included) equal to or greater than €10 shall be subject to an additional charge of €1.40 at the time of purchase. During the purchase process the Traveller shall be informed of this. This fee shall not be charged to members of the Busplus Club.

8.- SUPPORT SERVICES

For national and international services, pursuant to the Transportation Regulations in effect, the Company reserves the right to provide the service using vehicles owned by its collaborators when the circumstances so require, and particularly for the purpose of addressing traffic escalations. The Company reserves the right to modify the seat assigned to the Traveller if operating conditions so require.

9.- SMOKING BAN

Smoking in the vehicle is absolutely prohibited (Art. 6, R.D. 1293/1999).

10.- COMPLAINTS

There is a Complaint Book available to passengers at the points of origin and destination of national services. In accordance with the provisions established by current regulations, claims must be made within three months following the date when the regular service was or should have been provided. In the month following receipt of the complaint, the Carrier will notify the Traveller if their claim has been accepted, rejected, or is still under examination. The deadline for providing a definitive response shall not exceed three months from the date when the claim is received.

11.- TICKET PRICES

The total value of tickets purchased online consists of the ticket price according to the current rates, in addition to the VAT (10%) and any other amount indicated, such as the cost of management through the sales channel. The management cost shall be applied to each ticket, considering round-trip tickets as single tickets for the purposes of said cost. In the event of ticket cancellation, the management costs shall not be returned. The Euro is the only currency used for all transactions made at www.alsa.es and on the ALSA mobile applications.

The management costs shall not apply to clients who register as Busplus members or who declare such status at the time of purchasing the tickets online.

12.- ONLINE DISCOUNTS

The available discounts vary depending on the point-of-sale or if purchased online.

The terms and conditions for cancelling and exchanging discounted tickets are exactly the same as for other tickets. However, for certain promotions there are specific limitations regarding cancellation and changes, so we recommend that you consult the conditions of the promotion before purchasing your ticket, since acceptance implies that you are aware of such terms.

To apply the discounts to which the Traveller is entitled due to personal conditions (age, collective agreements, etc.) it is imperative that Travellers have current documentation attesting that they are the beneficiaries of such discounts at the time of the purchase. Likewise, when accessing the bus travellers must show the aforementioned documentation to the ALSA personnel. If this requirement is not met, the on-board staff has the obligation to prevent use of the ticket and under no circumstances shall the economic difference between the ticket at the normal rate and the promotional ticket rate be applicable and another full ticket must be purchased of one wants to travel.

On international lines there are no discounts in general and one must adhere to the conditions specified for each international service at all times.

Discounts for Large Families

There are 2 categories of Large Families:

  • General Large Family: Eligible for a 20% discount off the ticket price.
  • Special Large Family: Eligible for a 50% discount off the ticket price.

Both Large Family discounts may be combined with any other promotions or offers provided by ALSA. They may also be combined with other compatible discounts.

Large Family discounts are not compatible with the same discount and may only be applied to other discounts or promotions once.

In the specific case of Large Families, it is necessary to present an ID or passport along with the Family Record Book or a photocopy thereof at the time of purchase. Additionally, the period of validity must be updated upon accessing the bus.

13.- TICKET OWNERSHIP

Tickets acquired online are nominative. To use them, it is necessary to verify the ID Card or PASSPORT of the Traveller and that the information contained therein matches that shown on the ticket.

For tickets purchased online for minors lacking an ID Card, the information of the person accompanying said minor must be provided in the section of the website dedicated to this purpose.

A lack of correspondence between these sets of information shall automatically invalidate the ticket.

14.- FORMS OF PAYMENT

Payment with debit or credit cards American Express, Visa,4B, Maestro y Mastercard), PayPal, and the Busplus wallet and the payment system through mobile operators provided for this purpose and supported under the platform operated by Cashlog, S.L. ("payment against mobile phone bills") are the only means of payment accepted by www.alsa.es.

Tickets acquired through the payment method Cashlog, S.L. ("Payment against mobile phone bills") may only be reimbursed through the same means of payment, and cash or card reimbursements may not be made in any case.

Sales made through PayPal or by a financial card are marketed by the Company Servicios del Principado S.A. (NIF: A33088220)

15.- INVOICING

The ticket itself implies an invoice, as it reflects all of the necessary information and the VAT applied. However, if you would like the invoice for your ticket(s), you may employ the following options:

  • Use the Invoice Request Form available in the "Ticket Management" section of www.alsa.es.
  • Request for the tickets to be printed at the Point-of-Sale and send them to the following address: Customer Service C/Alcalá, 478. 28027 Madrid (Spain). It is necessary to include the information of the recipient of the invoice as well as the shipping address.

16.- CONTACT US

We offer various ways to contact us:

  • Via email, using the forms located in the "Contact" section of the website www.alsa.es
  • Tel.: 902 42 22 42
  • Write to us: C/Alcalá, 478. 28027 Madrid

Find out what our clients ask.

17.- CONFIANZA ONLINE

The Parties agree, of their own volition, to resolve any conflicts that may arise through the courts and jurisdiction pertaining to the User's domicile, renouncing any others that may apply. Additionally, as an entity affiliated with CONFIANZA ONLINE and under the terms of its Code of Ethics, in the event of any disputes relating to hiring and online advertising, data protection, child protection, and accessibility, Users may employ the CONFIANZA ONLINE extrajudicial dispute settlement system (www.confianzaonline.es).