If an error message shows when using your card to pay on the website or App and you do not receive an e-mail with your tickets, this may be due to:

  • An error in the card number, CVV or expiry date.
  • The secure e-payment option is not activated on your card.
  • Insufficient balance on the card.
  • Connection failure.

Normally, if an error message shows, the transaction is not completed and the amount is not charged to your card.

If you are charged for a ticket that is not issued, our security system will detect the error and automatically reimburse the amount within the hour.

What should I do if there is a problem with payment?

In the event of an incident, contact us on (in spanish):

  • 24-Hour telephone line: (+34) 91 020 7007
  • Web payment incident form.

In order for us to process the incident as quickly as possible, we will need the following information regarding your purchase:

  • ID document used.
  • Depending on the payment method:
  1. Card: the first 6 and final 4 digits of the card used to make the payment.
  2. PayPal: e-mail associated with the account.
  3. Mobile payment: telephone number.
  • Exact value of the transaction.
  • Purchase date.
  • Departure and destination points.
  • Date and time of service.

If you do not find what you are looking for, contact us (in Spanish)