If you see that a ticket was charged twice to your account, or a ticket was charged when none was bought, this is possibly due to a system error. Most likely, one of your attempts to buy a ticket did not generate a booking reference, so when you tried again and were successful, the fare was charged twice.

In this case, our security system normally detects the error and automatically reimburses the amount to your bank card or PayPal account. You will receive an e-mail informing you of the process.

It is possible that the security system may run into an error when making the reimbursement. In this case, you will receive an e-mail informing you of the transaction error and indicating the steps to be followed to solve the issue.

If this happens, contact our Customer Service on (+34) 919 914 030 or via our website “Contact” section. In either case, please have the following information to hand:

For payments by bank card:

  • The first 6 and final 4 digits of the card used to make the purchase.
  • Date of purchase (not of travel)
  • Exact value of the transaction.

For payments by PayPal:

  • E-mail address associated with your PayPal account.
  • Date of purchase (not of travel)
  • Exact value of the transaction.
  • Or the transaction reference.

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