GENERAL TRAVEL CONDITIONS

1.- LIABILITY

Carrier liability falls on the company that actually provides the service. The transport company will not be liable for any breaches that are not directly attributable to it, nor for those caused by fortuitous events, force majeure, or due to its compliance with legal or administrative requirements.

Likewise, it will not be liable for missed connections between its inter-modal services and other means of transport, whether its own or otherwise. Without prejudice to the above, given that our services follow a pre-established itinerary that cannot be changed due to adverse traffic circumstances unless given express instructions from the competent authorities, any passengers wishing to link the contracted service with an air transport service are advised to purchase tickets to arrive sufficiently in advance bearing in mind the recommended arrival times at airports for national and international flights by AENA or the airline in question.

ALSA minimum time recommendations:

  • For national flights, you are recommended to purchase tickets to arrive at least three hours before the scheduled boarding time.
  • For international flights, you are recommended to purchase tickets to arrive at least four hours before the scheduled boarding time.
  • An additional hour should be added to these recommended times during particularly traffic-heavy periods reported by the Department of Traffic, such as during holiday periods, bank holidays or weekends.

On international lines, the liability, should it exist, falls on the company providing the transport service, in accordance with the laws and courts of its country. The passenger is solely responsible for carrying the necessary documentation to cross borders and complete the journey.

The Passenger Rights established in Regulation 181/2011 assist passengers on transport services where the point of departure or arrival is located in a European Union Member State, and depending on the distance of the route.

Services for passengers with special needs

ALSA provides services and facilities on its buses and at bus stations to assist people with special needs (such as passengers with disabilities, the elderly, or people with reduced mobility).

Please refer to the conditions in the Special assistance section of the website.

Availability is not guaranteed in the case of international services and facilities.

2.- TICKET SALES

The company will sell tickets at authorised points of sale and establishments, where customers can purchase tickets and request any discounts that may apply, depending on the licence conditions. Tickets may also be bought through alternative means, via travel agencies, Internet, phone, self-service machines, La Caixa ATMs, etc., each with their own specific conditions.

The improper use of any official ALSA sales channel for fraud will result in the corresponding liability if bad faith, blame, or negligence are proven.

The number of passengers on each bus may not exceed the authorised number of places. Accordingly, all minors are counted as passengers (Royal Decree 965/2006) and must hold a ticket, whatever their age.

3.- PASSENGER TRANSPORT

Boarding the bus

On national routes, buses may be boarded directly, without passing through a point of sale. Passengers are required to be at the boarding point 10 minutes before departure time, and to show the driver their national ID card or PASSPORT, selecting one of the following options:

  • A printout of the electronic ticket
  • The booking reference or ticket number noted down
  • A text message with the ticket details

On international routes:

  • On routes departing from or arriving to points in Spain, passengers must either visit the point of sale and have a ticket issued or print out tickets bought over the Internet. The passenger should be at the boarding area at least 30 minutes before the scheduled departure time.
  • On routes departing from or arriving to points in Morocco, passengers must show a printed ticket.

On international routes, passengers aged under 16 years must be accompanied by a legally-authorised adult. Passengers aged 16 to 18 years must carry a passport and have police authorization to travel.

Unaccompanied minors

Passengers aged under 4 years must be accompanied by an adult.

Children aged 4 years and over may travel unaccompanied on general transport services, under the following conditions:

  • We recommend our Supra+ or Premium classes for unaccompanied minors, as they include auxiliary staff (babysitters) who can ensure that trips run smoothly until the point of destination.
  • In the other services, children between the ages of 4 and 14 may only travel unaccompanied if their parents or legal guardians provide the corresponding authorization for the minor to travel alone (always under the responsibility of the parent or legal guardian), and in accordance with the following specifications:
    • When boarding, minors are required to present their ticket along with an authorization form, signed by a parent or legal guardian and stamped by ALSA.
    • The authorization form, which may be downloaded in this section (below) or requested at any point of sale, must be filled out and signed by a parent or legal guardian, in duplicate. Both copies must be presented at an ALSA point of sale and stamped before travelling. The form is valid only when rubber-stamped by ALSA.
  • There are two types of authorizations:
    • One-off authorization for minor travel, authorizing ALSA to carry the minor on a specific route and at a specific time. This document will be valid for one trip only.
    • Temporary authorization for minor travel, for minors who frequently travel alone. This authorization will be valid for one year, for a specific route.
  • For the Supra+ and Premium classes, customers may make use of our babysitting service for unaccompanied passengers aged over 4 years. If they do not request said service, children between the ages of 4 and 14 may only travel unaccompanied if their parents/legal guardian issue the authorisation for transporting the minor.

Babysitting service requirements for unaccompanied minors travelling in Supra+ and Premium classes

For security reasons, children may travel unaccompanied, providing they comply with the following mandatory requirements:

  • Age 4 to 14.
  • The Babysitter Request Form may be downloaded here or requested at any point of sale. It must be filled out and signed by a parent or legal guardian, in duplicate. Both copies must be presented at an ALSA point of sale and stamped before travelling. This form is valid only when rubber-stamped by ALSA.
  • The passenger must carry a ticket and a copy of the Babysitter Request Form , which must be filled out and signed by a parent/legal guardian and rubber-stamped by ALSA.
  • When boarding the minor, the parent/legal guardian must show ID (national ID card, passport, alien ID number, or driving licence).
  • ID must be shown for the minor (national ID card, passport, alien ID number or family record book or photocopy thereof).
  • The persons picking up the minor at the destination, who must be designated on the Babysitter Request Form, must also show ID (National ID, passport, alien ID number or driving licence).

For more information about how the Babysitting Service works before or during the trip, during boarding, at the destination or in the event of any incidents which may arise, ask at any point of sale or via our customer information channels.

Passengers in wheelchairs

Passengers in wheelchairs can avail of special wheelchair-reserved spaces (PRM in wheelchair) so that they can travel while sitting in their wheelchairs. These spaces cost the same as the other seats on the vehicle. Passengers wishing to sit in a wheelchair-reserved space will not have the option of choosing where they sit, as these spaces are located in specific parts of the bus.

Should such passengers wish to sit in a conventional seat on the bus, the wheelchair may be stored in the hold at no extra cost. If this option is chosen, passengers should be able to board the vehicle and seat themselves on their own, or have a companion who can assist them. In this case, the seat can be selected when making the booking.

ALSA recommends that if passengers have any of the special needs described below, they should travel with a companion who can attend to those needs:

  • The passenger needs special assistance in order to communicate with others.
  • The passenger does not understand instructions from onboard staff that affect safety.
  • The passenger needs special assistance to eat or drink during the trip.
  • The passenger needs to go to the toilet during the trip.

This service may not be available on international routes.

4.- TICKET PRICES

The total cost of tickets bought through ALSA’s digital channels consists of the price of the ticket as per the current rates in the concession with the applicable promotions and discounts, plus the additional amount stated for booking fees through that sales channel (€0.99 for national tickets whose base fare without promotions or discounts is less than €10; and €2.60 for national tickets whose base fare without promotions or discounts is over €10). Booking fees apply to each ticket; to this effect, return tickets are considered a single ticket. The booking fee is not returned if tickets are cancelled. All prices include VAT at 10%.

The booking fee is not applied to ALSAPLUS+ customers on second and subsequent purchases.

Seat change surcharge

Seats that are pre-allocated by the sales system will have no extra cost.

In some services and for certain promotional rates, a surcharge may apply if the passenger changes the pre-allocated seat.

The surcharge varies and will depend on the fare type, the bus, the seat chosen, the purchase channel, and the service schedule.

The surcharge is applied individually to each passenger, for each route. Under no circumstance will it exceed the maximum fee set by the relevant transport authority.

5.- CAMPAIGNS AND SPECIAL OFFERS

Special promotional campaigns organised by the company for certain tickets are subject to particular conditions, available to passengers at the point of sale or on the website. These conditions prevail over all other conditions.

Short-distance and regional tickets for routes in Asturias and Cantabria, bought via our website or mobile App cannot be changed or cancelled under any circumstance. This is due to the peculiar characteristics of the service and the lack of restrictions regarding how far in advance tickets should be booked.

6.- DISCOUNTS

Discounts vary per concession and line.

The conditions for changing or cancelling discounted tickets are exactly the same as for other tickets. Nevertheless, in certain promotions there may be specific limits regarding changes and cancellation. Accordingly, we advise passengers to read the conditions of the promotion before booking tickets, as accepting them implies knowledge of same.

For discounts based on age, special groups, etc., passengers must hold and show the corresponding documents when booking tickets. Likewise, when boarding the bus, passengers must show said documents to ALSA staff when required. If they fail to do so, the driver will refuse to accept the ticket. In this case, it will not be possible to pay the difference between the discount ticket and the full price, and passengers will be required to acquire another ticket in order to travel.

No general discounts apply to international routes, and passengers are required to abide by the specific conditions of each international service at all times.

Discounts for large families

There are two classes of large family discounts

  • General large family: 20% discount off ticket price.
  • Special large family: 50% discount off ticket price.

Both types of large family discounts may be combined with other ALSA promotions and offers. They may also be combined with other compatible discounts.

Large family discounts may not be combined. Likewise, they may only be used in combination with one other promotion or discount.

To obtain a large family discount, passengers are required to show ALSA staff, on request, their national ID card or passport, along with the document that proves their large family status. These documents must also be in force at the moment of boarding the bus.

7.- PAYMENT METHODS

The only payment methods accepted on official ALSA electronic channels are credit and debit cards (American Express, Visa, 4B, Maestro and Mastercard), PayPal, the ALSAPLUS+ prepaid card and mobile payment systems operating on the Cashlog, S.L. Platform (payments charged to mobile phone bill).

Payments made using PayPal or debit or credit cards are handled by Servicios del Principado, SA (VAT No. A33088220), an ALSA Group company.

The payment methods accepted at physical ALSA points of sale are cash, credit or debit card (American Express, Visa, 4B, Maestro and Mastercard), ALSAPLUS+ prepaid card and the ALSA Travel Pass.

8.- LUGGAGE

As a general rule, the passenger has the right to transport up to 30 kg of luggage free of charge, except for concessional exceptions that can be checked at the point of sale.

Passengers on international services have the right to transport two suitcases in the hold free of charge (40 kg combined), which should not exceed the standard dimensions of 60x40x40 cm each.

On Spain – Morocco services, 40 kg can be transported free of charge. Excess weight must be paid as per the current rate per kg, as long as there is space available to transport it. If the boarding area does not have a weighing scale, two suitcases will be permitted per person.

If the luggage is checked in, the passenger will be provided with proof of check-in. In the event of loss or damage of transported luggage, without prejudice to Condition 17 below, the passenger is advised to submit their claim immediately upon arrival, showing the ticket and the proof of check-in, where applicable.

The liability for any damage or loss of transported luggage will be determined, limited, and quantified in accordance with Law 16/1987 of 30 July on Land Transport Planning and by Regulation (EU) no. 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport in force at this time and applicable at any given time.

Special conditions for travelling with mobility aids or sports equipment

A surcharge must be paid to transport bicycles, surfboards or skis, or any other mobility aid, which is added to the price of the ticket. This supplement will not apply in cases where it must be provided free of charge in the corresponding autonomous community.

On international services, bicycles may be carried only on Spain - Portugal lines (4 per coach) and Spain - Morocco lines. This service must be booked and paid in advance.

For reasons of space, only four special items (bicycles, surfboards) may be carried in each vehicle (one per ticket). To ensure the safety and integrity of luggage and other items being carried in the hold, bicycles and surfboards will be carried only when suitably packed in bags or boxes. Tickets for transport with bicycles have to be purchased individually. It is not possible to tick this box if you have selected 2 or more seats. If there is no space available for bicycles on the service in question, the travel with bicycle checkbox will be disabled.

When travelling with a bicycle, please be at your departure point at least 15 minutes before departure time.

Other special items

The same fees and conditions apply to similar sporting and/or leisure items which, due to their size and/or characteristics, must be carried in the hold. To ensure the safety and integrity of luggage and other items being carried in the hold, these items will be carried only when suitably packed for transport.

Special conditions for carrying pets on regular national lines

Under Article 11 of the General Traffic Rules, no animals may be carried in the passenger cabin, except emotional support animals, service animals and guide dogs, as well as those prescribed accordingly with the accredited certificate to prove it. In any case, they are carried under the responsibility of and accompanied by their owners.

Accordingly, at most one pet may be carried per service, in the luggage hold. Only small pets (dogs, cats, ferrets, birds (not poultry), etc.) may be carried. Their weight may be restricted depending on the conditions of the vehicle. Animals must travel in the luggage hold, in a cage, pet carrier, or other secure, closed container provided by the passenger. Cages and pet carriers must have an impermeable base to retain excrements.

In general, pets are carried under the sole liability of their owners, who must travel on the same service as the pet.

Pet owners are required to come to the boarding point with their pet at least 15 minutes in advance, personally introducing the animal, in its carrier, into the bus, following the driver’s instructions. Animals must be in good physical, hygienic and emotional conditions; muzzles are not obligatory, but recommended. The animal will be taken on and off the bus by its owner, if possible without other people close by in order to prevent any awkward or dangerous circumstances that could affect other passengers.

The cost of transport will be a percentage of the ticket price according to the current rates in the concession without promotions or discounts, and must be paid prior to the journey.

The transportation of animals on international services is not permitted, except those considered to be for emotional support, service animals and guide dogs, as well as those prescribed accordingly with the accredited certificate to prove it and always under the responsibility of their owners and accompanied by them.

The conditions and recommendations for transporting pets are included in the corresponding section on alsa.com/en/web/bus/home

Transporting equipment and items that assist mobility

  • In wheelchair-reserved spaces (PRM in wheelchair), only wheelchairs that do not exceed the currently accepted measurements may be transported: length 1200 cm x width 700 cm x height 1090 cm. The maximum weight of a wheelchair, including the occupant, depends on the maximum capacity of the lifting platform (approx. 300 kg), however the exact capacity is indicated in the platform’s instructions.
  • Passengers may bring walking sticks and crutches with them, as long as they can store them in such a way that is not a risk to passenger safety.
  • Other items used to assist mobility must be stored in the hold as luggage. Any kind of mobility assistance item of any weight is permitted, provided it does not exceed the following dimensions: Length and width 140x70 cm. Height: 100 cm. When storing items in the hold, we recommend that passengers use a cover as a way of protecting both the item and other people’s luggage.
  • If any of these items needs to be transported, the passenger should be at the boarding area with their luggage prepared as described above, at least 15 minutes prior to the departure time.
  • Transport of any such mobility assistance items is completely free of charge.

9.- CHANGING TICKETS

National and international tickets

The date or time of a ticket may only be changed up to two hours before the scheduled departure and will depend on the availability of seats at the new time or date requested.

Tickets purchased via any official ALSA sales channel may be changed via the same channel through which they were bought, providing the tickets have not yet been printed by a ticket office. In other words, tickets bought via an electronic channel may be changed or cancelled via the same channel, providing they have not yet been printed by a ticket office.

Tickets cannot be changed at self-service machines.

Price changes may be made in accordance with current conditions, and only for the same or a higher value.

Rate changes for tickets bought at the points of sale at service stations must be done in accordance with current conditions and always choosing the current rate for the selected service.

National tickets only

A ticket may be changed once free of charge when this is requested at least 48 hours before departure. A fee of 10% of the ticket price is charged for changes that are requested between 48 and 24 hours before departure. If the change is requested less than 24 hours before departure, a change fee of 15% of the ticket price is charged.

The second and subsequent ticket changes will incur a 20% fee if requested more than 24 hours in advance. If these change are requested less than 24 hours before departure, a change fee of 30% of the ticket price is charged.

Change fees are not applied to ALSAPLUS+ customers.

Regional tickets - Asturias and Cantabria

Short-distance and regional tickets for routes in Asturias and Cantabria, bought via our website or mobile App cannot be changed or cancelled under any circumstance. This is due to the peculiar characteristics of the service and the lack of restrictions regarding how far in advance tickets should be booked.

International tickets only

Change fees may apply to certain international tickets.

10.- TICKET CANCELLATION

National and international tickets

Tickets may only be cancelled up to two hours before the scheduled departure with the passenger requesting the cancellation at one of the company's points of sale or establishments. Tickets purchased via the information and sales line 902 422242, the website alsa.com/en/web/bus/home and through the app may be cancelled by means of the same channels used to purchase them, as long as the tickets have not yet been issued.

Tickets cannot be cancelled at self-service machines.

If a ticket is cancelled, the company will refund the passenger with the full cost of the ticket if cancelled at least 48 hours before departure. If the cancellation is requested between 48 and 24 hours before departure, the company will refund the cost of the ticket, deducting a 20% fee. If the cancellation is requested less than 24 hours before departure, a 30% cancellation fee will be deducted from the cost of the ticket.

Tickets may only be refunded by means of the same payment method originally used to make the purchase.

If the passenger fails to show up at the time and place of departure, the trip will be lost and the passenger will have no right to change the ticket or receive a refund.

Cancellation fees are not applied to ALSAPLUS+ customers.

National tickets only

In the case of tickets that have been previously changed, a 20% fee will be deducted from the ticket cost when cancelled more than 48 hours in advance. The cancellation fee for previously changed tickets will be 30% of the ticket cost when cancelled between 48 and 24 hours before departure, and 40% of the ticket cost if cancelled less than 24 hours before departure.

Regional tickets - Asturias and Cantabria

Short-distance and regional tickets for routes in Asturias and Cantabria, bought via our website or mobile App cannot be changed or cancelled under any circumstance. This is due to the peculiar characteristics of the service and the lack of restrictions regarding how far in advance tickets should be booked.

11.- RIGHT OF WITHDRAWAL

This refers to the right the user has to withdraw from the contract in certain circumstances without having to substantiate any such decision or accept any penalty. In accordance with Article 93(k) of Royal Legislative Decree 1/2007 adopting the codifying legislation of the General Consumer and User Defence Act, the remote sales regulation (except for Article 98(2) thereof) does not apply to passenger transport contracts. Accordingly, the right to withdrawal does not apply to passenger transport service reservations. Thus, if users wish to cancel their tickets the terms and conditions in place at the transport operator company in question shall apply.

12.- RETURN TICKETS

In open return tickets, where the day, time, seat and vehicle are not specified for the return trip, passengers are required to confirm the return trip as early as possible, via the same channel through which they bought the ticket (except in the case of tickets bought via electronic channels, which may be confirmed via any channel). Confirmation of the return trip will depend on the availability of seats on the date and the vehicle requested. Without prejudice to the paragraph below, confirmation of the return trip does not incur any additional cost. “Open return” tickets for Long distance trips are valid for six months from the date they are issued. Return tickets for regional services are valid for seven calendar days (starting on the date of the outgoing trip). The return trip for tickets purchased online can be booked directly on alsa.com/en/web/bus/home

Open return national tickets covering a distance of 150 km or more, with a price (outgoing trip not including discounts and taxes included) of €10 or more, will be subject to a surcharge of €1.60, to be paid at the time of purchase. The customer will be informed of this at the time of purchase. ALSAPLUS+ customers will not be charged this surcharge.

13.- TICKET HOLDERS

Tickets bought via official ALSA electronic channels are made out in the name of the passenger. When using these tickets, it is necessary to show the passengers NATIONAL ID CARD or PASSPORT, the number on which must coincide with that on the ticket.

When acquiring tickets over the Internet for minors not issued with national ID cards, the national ID number of their travel companion must be entered in the corresponding section of the web form.

If these numbers do not coincide, the ticket will automatically be annulled.

Name changes on tickets may require a surcharge.

14.- SMOKING PROHIBITED

Smoking is not allowed on ALSA vehicles (Art. 6 RD 1293/1999).

15.- BACKUP SERVICES

In accordance with the transport regulation, on national and international routes, the company reserves the right to provide the service using vehicles from partner companies when circumstances call for it, particularly in order to deal with intense traffic. The company reserves the right to change the seat assigned to the passenger to a bus operated by another company.

In this case, the service will be considered to have been rendered by the operator of the regular service, to all private legal effects and with regard to the corresponding administrative liabilities.

16.- BILLING

Tickets are considered valid invoices, as they contain all the required information, including the VAT rate applied. Nevertheless, customers requiring an invoice may:

  • Use the invoice request form available in the Ticket management section of alsa.com/en/web/bus/home
  • Request that tickets be printed at the point of sale and be mailed to: Servicio de Atención al cliente. C/Alcalá, 478. 28027 Madrid (Spain). Please include the required details of the recipient and the address to which it is to be sent.

17.- COMPLAINTS

Complaint forms are available to customers at points of sale and on buses serving national routes. In accordance with existing regulations, complaints must be made within the three months following the date on which the scheduled service was provided or would have been provided. Within the month following the complaint, the transport company will notify the customer as to whether their complaint has been accepted, dismissed, or if it is still pending examination. The definitive response will be provided within the three months following the date on which the complaint was received.

18.- CONTACT

ALSA may be contacted via various channels:

  • By email, using the Contact form on alsa.com/en/web/bus/home. •
  • Information and sales line: 902 42 22 42
  • Customer helpline: +34 919 914 030
  • 478, Alcalá street.  PC: 28027 Madrid
  • At any official ALSA point of sale

FAQs

19.- CONFIANZA ONLINE

For any conflicts which may arise, the parties agree to be bound by the decisions of the courts and tribunals of the user's place of residence. Likewise, ALSA adheres to CONFIANZA ONLINE and its Code of Ethics, which states that, in the case of disputes relating to online sales and advertising, data protection, protection of minors and accessibility, users have recourse to the CONFIANZA ONLINE mediation system (https://www.confianzaonline.es/en/).

20.- PERSONAL DATA PROTECTION

In compliance with existing regulations on personal data protection, the transport company from which you purchased the ticket and which acts as Data Controller, WISHES TO INFORM YOU THAT: Your personal data will be included in an automated file and will be processed using computerised and conventional means in our systems. The transport company that appears on the ticket you purchased and the entity ALSA GRUPO, S.L.U., CIF B-82059478, Calle Miguel Fleta, 4, 28037, Madrid, with email address asesoria@alsa.es, are the Data Controllers. We collect the information required for the sale of the ticket and/or other contracted services to be able to provide said services and improve on them, in addition to the data required should you need to file a complaint or make any kind of query or suggestion. The purpose of processing personal data is to satisfactorily manage the ticket purchase and/or other contracted services, improve the user experience, carry out market research, opinion polls, and respond to any queries, suggestions or complaints we may receive. The legal basis for processing this information is the execution of the ticket purchase contract and any other contracted services, the legitimate interest of the company, and the consent of the data subject. Personal data will be stored for the duration of the relationship with the customer and until the interested party requests it be deleted. The information provided will be received by the staff members assigned this responsibility by the transport company and by ALSA GRUPO, S.L.U., and the staff at the point of sale, who will process the data necessary to establish and comply with the commercial relationship. If authorised by you, your data may also be used to send you personalised offers and discounts from ALSA and third parties. Accordingly, we will specifically request your consent in the forms created for that purpose. You can object at any time to your data being used for promotional purposes. Likewise, you are guaranteed your right to access, rectify, and delete your personal data and to limit and oppose the processing of your data, in addition to your right to data portability, in accordance with the procedure established under applicable legislation, by emailing asesoria@alsa.es or writing to: ALSA GRUPO, S.L.U., Dpto. Asesoría Jurídica, Calle Miguel Fleta, 4, 28037, Madrid, Spain. Any such requests must be accompanied by a photocopy of a valid National ID card or equivalent document accrediting your identity. Moreover, if you consider that your data have been inappropriately processed, they can address any such complaint to the ALSA Data Protection Officer (dpo@alsa.es) or the Spanish Data Protection Agency at the following address: Calle Jorge Juan, 6, 28001, Madrid. Furthermore, the company undertakes to respect your privacy when processing personal data and to use this information solely for the stated purposes.