IMPORTANT INFORMATION: TRAVELLING IS NOT ADVISABLE EXCEPT FOR ESSENTIAL AND URGENT REASONS

The Royal Decree 463/2020 of 14 March 2020 declaring the state of alarm for the management of the health crisis situation caused by COVID-19 determines under article 7, on restricting people's freedom of movement, that during the state of alarm people may only circulate along the roads for public use to carry out certain predetermined activities. In this regard and unless the ticket is purchased for the purpose of said activities:

TRAVELLING IS NOT ADVISABLE EXCEPT FOR THE ESSENTIAL AND URGENT REASONS INDICATED. In any case, all travel must abide by the recommendations and obligations set forth by the health authorities.

Services available: You can check them using the search feature.

  • Suspended services from 14 March until at least 11 April:
    • Urban services from Palencia (PALBUS).
    • Public and private school transport nationwide.
  • Altered services from Monday 16 until at least 11 April:
    • 25% of urban services will be provided in León (ALESA).
    • 25% of the Alfoz de León metropolitan services will be provided.
    • 25% of the CALECAR intercity services will be provided in Castilla-León.
  • From this Thursday 26th of March, the urban transport service in Bilbao (Bilbobus) will be reduced to 50% in the following slots: 9:00 - 12:00 and 15:30 to 20:00. The reduction does not affect the lines that cover the hospitals of Basurto and Santa María, whose service is maintained at all times. You can check the timetable here.
  • With respect to the rest of the services, ALSA will act in accordance with the RD 463/2020 and other regulations set forth by the competent Autonomous Communities and municipalities at all times.
  • Suspended international services. Due to the mobility restrictions imposed across Europe and being consistent with the authorities’ health measures and recommendations, we are forced to suspend all international trips from 18 March to 15 April.
  • The rapidly changing situation and the steps beings taken by the different administrations are resulting in ongoing changes made to our services, schedules, and ticket office network. We recommend first checking your trip at www.alsa.com/en to make sure that the services available are the ones that best suit your needs.
  • All passengers affected by suspended or modified services will be entitled to a full refund.
  • If your service has been modified, we recommend changing or cancelling it at no additional cost in the Changes and cancellations section on our website.

CHANGES OR CANCELLATIONS FOR TRIPS UNTIL 16 APRIL

⚠️ ALSA advises against travel except for urgent reasons or in cases of exceptional necessity.

At ALSA, we joined the authorities’ appeal to responsibility with regard to travel once the State of Alarm was declared. We want that our customers are not affected by this exceptional circumstance and will therefore be offering full refunds for tickets with a travel date until 16 April 2020. All individuals who decide not to travel during this time period may request a full refund of their ticket.

If you need to change or cancel your booking, you must do so at least two hours before your scheduled departure time. Tickets purchased via:

Website and App

  • Make any changes or cancel all of your tickets, except for those purchased at the group rate, in the Changes and cancellations section.
  • For any changes or cancellations of group rate tickets, please call (+34) 919 914 030. Our customer service is currently experiencing a high volume of enquiries, so we appreciate your patience and understanding. If your enquiry is not urgent, please send an e-mail to alsa@alsa.es, and we will get back to you as soon as possible.

Point of Sale or Self-Service Machines

  • Paid by card
    • For any changes or cancellations, please call (+34) 919 914 030. Our customer service is currently experiencing a high volume of enquiries, so we appreciate your patience and understanding. If your enquiry is not urgent, please send an e-mail to alsa@alsa.es, and we will get back to you as soon as possible.
  • Paid in cash
    • If you need to change your ticket, you can call (+34) 919 914 030 or wait for our points of sale to resume operations.
    • If you need to cancel your ticket, you can do so once our points of sale resume operations.

All individuals who purchased a ticket at a Point of Sale or Self-Service Machines, and decide not to travel during this time period, may request a full refund of their ticket retroactively.

CHANGES OR CANCELLATIONS FOR TRIPS AS OF 16 APRIL

If you need to change or cancel your booking, you must do so at least two hours before your scheduled departure time. Tickets purchased via:

Website and App

Point of Sale or Self-Service Machines

  • Paid by card
    • For any changes or cancellations, please call (+34) 919 914 030. Our customer service is currently experiencing a high volume of enquiries, so we appreciate your patience and understanding. If your enquiry is not urgent, please send an e-mail to alsa@alsa.es, and we will get back to you as soon as possible.
  • Paid in cash
    • If you need to change your ticket, you can call (+34) 919 914 030 or wait for our points of sale to resume operations.
    • If you need to cancel your ticket, you can do so once our points of sale resume operations.

CHANGES OR CANCELLATIONS FOR PAST BOOKINGS

In the event that your travel date has already passed, and you were not able to travel due to the State of Alarm, send us an e-mail to alsa@alsa.es explaining your situation.

At ALSA, we have also improved our general terms and conditions related to changes and cancellations of all tickets regardless of the travel date as follows:

  • Changes to tickets that admit changes or cancellations.
    • We have removed surcharges for changes or cancellations requested between 48 hours and 2 hours before the scheduled departure time.
    • We have changed the terms and conditions for tickets that didn’t admit changes or cancellations, thus making it possible to change them. In particular, we have changed the terms and conditions for tickets purchased at minimum rates as well as for the Youth Fare, Group, and Pass promotions.
  • Passes
    • We have extended the validity date for all passes by 60 days.

POINT OF SALE INFORMATION

  • Given the health measures set forth to fight the coronavirus and giving consideration to non-critical services, we are progressively shutting down points of sale, Premium Lounges, and Exit service areas.
  • At this moment, the Guadalajara , Madrid Av. América, Madrid Pza. Elíptica, Toledo, Avilés, Gijón, Oviedo Estación, Oviedo Uría, Laredo, Santander, Almendralejo, Badajoz, Salamanca, Madrid-Barajas T4, Madrid Sur Internacional, Córdoba, Granada, Jaén, Sevilla Plaza de Armas, Úbeda, Almuñécar, Antequera, Málaga Aeropuerto, Málaga Estación, Málaga Muelle Heredia, Motril, Nerja, Torre del Mar, Almería, Lorca, Barcelona Nord, Berga, La Seu d'Urgell, Lérida, Vielha, Algeciras, Benidorm Estación, Denia, Valencia, Albacete, Madrid Estación Sur Andreo, Madrid Estación Sur Tury, Madrid Moncloa, Torrevieja, León, Aranda de Duero, Burgos, Soria, Palencia, Valladolid Estación, Coruña, Lugo, Ponferrada, Santiago de Compostela, Bilbao, San Sebastián, Logroño, Vitoria, Taquillas Movelia Alicante, Taquillas Movelia Castellón, Taquillas Movelia Elche, Taquillas Movelia Murcia, Taquillas Movelia Tarragona, Plasencia, Ribadeo, Tudela, Barcelona Sants, Pamplona points of sale are closed.
  • If you need to purchase a ticket, you can do so by using our self-service machines, at www.alsa.com/en/web/bus/home, or through mobile apps.
  • If you need to change or cancel a ticket purchased at any ticket office with a credit card, please call (+34) 919 914 030.
  • If you need to change a ticket purchased at any ticket office using cash, please call (+34) 919 914 030 or wait until the ticket offices resume operations.
  • If you need to cancel a ticket purchased at any ticket office using cash, we kindly ask you to wait until the ticket offices open back up.
  • Regarding the rest of the points of sale, ALSA will continue to act according to the decisions rendered by the competent authorities.