1.- LIABILITY

The carrier's liability rests with the company that effectively provides the service. The carrier shall not be liable for breaches that are not directly attributable to it, nor for those caused by unforeseen circumstances, force majeure, or compliance with legal or administrative requirements.

Similarly, it is not responsible for missed connections between its intermodal services and other transport services, whether its own or third-party. Notwithstanding the above, passengers wishing to connect the contracted service with an air transport service are advised to purchase tickets sufficiently in advance. Since our services follow a pre-established itinerary that cannot be changed due to adverse traffic conditions except under express instructions from the competent authorities, passengers should take into account recommendations on airport check-in times for domestic or international flights issued by AENA or the relevant airline in each case.

Alsa's minimum advance notice recommendations:

• For domestic flights, it is recommended to purchase tickets arriving at least 3 hours prior to the scheduled flight boarding time.
• For international flights, it is recommended to purchase tickets arriving at least 4 hours prior to the scheduled flight boarding time.
• It is recommended to increase the above times by 1 hour in the case of road travel on days of particularly dense traffic, such as departure or return operations designated by the General Directorate of Traffic (DGT), or holiday/weekend departures or returns.

Services for passengers with special needs

Alsa has services and facilities both on its buses and at stations to assist people with special needs, passengers with disabilities, elderly persons, or those with reduced mobility.

Please check the conditions in the Accessibility and Special Needs section.

2.- TICKET SALES

The company will sell tickets at points or establishments authorized for this purpose, where tickets can be obtained and applicable discounts requested according to the terms of the concession. To facilitate ticket acquisition, alternative sales methods are also available via travel agencies, internet, telephone, self-service machines, etc., where conditions will be specific to each medium.

The improper use of any official Alsa sales channel for fraudulent purposes will lead to the corresponding liabilities, if it is proven that the action was taken in bad faith, through fault, or negligence.

Ticket Validity

• If tickets are regional round-trip the validity is established up to 7 days, depending on the line, counting from the date of the outward journey.

The number of passengers transported cannot exceed the number of authorized seats, which means that all minors count towards the number of passengers transported (Royal Decree 965/2006) and, consequently, all must possess a ticket, regardless of age.

3.- PASSENGER TRANSPORT

How to access the bus

On domestic routes you can access the bus directly without going through the point of sale. Present yourself for boarding 10 minutes before departure and show the driver your ID card or PASSPORT along with one of these options:

• The printed electronic ticket
• The locator code or noted ticket
• The SMS with the ticket details

Procedure for transport of unaccompanied minors

Children aged 11 and under must always travel accompanied by adults.

From the age of 12, the transport of unaccompanied minors is allowed in regular general-use transport services under the following conditions:

• Children aged 12 and 13 may only travel unaccompanied if parents or guardians issue the corresponding authorization for the minor to travel alone (always under the responsibility of the parent or guardian) and in accordance with the following specifications:
  • The Authorization Document must be completed and signed by parents or guardians at least 48 hours prior to the trip's departure time via this form ; once the form is completed, you will receive confirmation from our Customer Service.
  • At boarding, the minor, along with the ticket, must carry the Authorization Document signed by their parents or guardians and stamped by Alsa.
• There are two types of authorizations:
  • Specific transport authorization for a minor when the parent/guardian authorizes the minor's transport for a specific, one-time service. This document will only be valid for said service.
  • Temporary transport authorization for a minor , for minors who travel alone frequently. This authorization document will have a maximum temporary validity of one year for a specific origin-destination.

Passengers in wheelchairs

Wheelchair passengers have special seats available (PRM-SR) to travel seated in their own wheelchair. These seats have the same cost as the other seats in the vehicle. A specific seat cannot be selected because the seats for people traveling in a wheelchair are already predetermined on the bus.

If the passenger wishes to travel in a conventional bus seat, they can carry their wheelchair in the luggage compartment at no additional cost. In this case, they must be able to board the vehicle and settle into the seat independently, or be accompanied by someone to assist them. They can select any seat available at the time of booking.

Alsa recommends that passengers with the special needs indicated below travel with a companion who can attend to those needs:

• Passenger who needs special assistance to communicate.
• Passenger who does not understand safety instructions from the onboard staff.
• Passenger who needs special help eating or drinking during the trip.
• Passenger who needs to use the restroom during the trip.

For international services, this availability may not be guaranteed.

4.- TICKET PRICE

The total amount for tickets purchased through Alsa's digital channels consists of the ticket price according to the current concession rates with active promotions and discounts, plus the additional amount expressed as a management fee through said sales channel. The management fee will be applied to each ticket, with round-trip tickets being considered a single ticket for the purposes of said fee. This management fee charged for the acquisition of our services on the website and App includes availability, maintenance, and update costs of the website/App, the secure payment gateway, and website/App hosting, among other items.

The management fee varies based on the base fare price of the trip, with base fare defined as the price of the journey without promotions or discounts.

In the event of ticket cancellation, the management fee will not be refunded. These prices include 10% VAT. These management fees will be applied as follows:

The management fee will not be applied to customers identified as Alsa Plus from their second purchase onwards.

Seat Change Supplement

Seats pre-assigned by the sales system will have no additional cost.

Changing the seat assigned by Alsa by default may involve additional charges depending on higher or lower demand for certain seats by users and the optimization of vehicle occupancy, among others.

The amount of the supplement is variable and will depend on the type of fare, bus, selected seat, purchase channel, or service schedule.

The supplement applies individually to each passenger and per journey.

5.- SPECIAL CAMPAIGNS AND PROMOTIONS

Special promotional campaigns for certain tickets programmed by the company are subject to particular conditions available to passengers at least at the point of sale and on the website. These conditions shall prevail over any other condition.

6.- DISCOUNTS

Available discounts vary depending on each concession or line.

The cancellation and change conditions for discounted tickets are exactly the same as for other tickets. However, in certain promotions, there are specific limitations on cancellation and change; therefore, we remind you that you must consult the promotion conditions before purchasing the ticket and that your acceptance implies knowledge thereof on your part.

For the application of discounts to which the passenger is entitled due to personal circumstances (age, groups subject to agreements, etc.), it is essential that the passenger possesses and displays, at the time of purchase, a valid document proving they are the beneficiary of said discount. Likewise, upon accessing the bus, the passenger must show said document to Alsa staff. In case of failure to comply with this requirement, the driving staff is obliged to prevent the use of the ticket, and under no circumstances can the economic difference between the normal fare ticket and the promotional ticket be paid; a new full ticket must be purchased if the passenger wishes to travel.

Large Family Discounts

There are 2 categories of large family:

• General Large Family: entitles the beneficiary to a 20% discount on the ticket.
• Special Large Family: entitles the beneficiary to a 50% discount on the ticket.

Both large family discounts can be combined with any promotion or offer applicable by Alsa. They may also be combined with other types of compatible discounts.

Large family discounts are not compatible with each other and can only be combined with one promotion or one discount at a time.

Specifically for large families, it is necessary to present to any Alsa staff who request it an ID card or passport along with the supporting document. Additionally, the validity date must be up to date at the time of boarding the bus.

Large family discounts are not applicable to international journeys.

7.- PAYMENT METHODS

Payment with credit or debit financial cards (American Express, Visa, 4B, Maestro, and Mastercard), PayPal, and Bizum are the only accepted payment methods on Alsa's official digital channels.

Sales made through PayPal and with financial cards are marketed by the company Servicios del Principado S.A. (NIF: A33088220) belonging to the Alsa Group.

The payment methods accepted at Alsa's physical points of sale are cash, credit or debit financial cards (American Express, Visa, 4B, Maestro, and Mastercard), and Alsa voucher cards.

8.- LUGGAGE

As a general rule, the passenger is entitled to transport one small hand accessory free of charge, which must fit in the trays above the seats and must not exceed 10 kg, and one suitcase or backpack in the luggage compartment of up to 20 kg per journey (except for exceptions granted, which may be consulted at points of sale).

In the event of checked baggage, a corresponding receipt will be issued. In case of loss or damage to the transported luggage, it is advisable, without prejudice to Condition 17, to file a claim immediately upon arrival, displaying the ticket and the check-in receipt, where applicable.

Liability for damage or loss suffered by the transported luggage shall be determined, limited, and quantified in accordance with the provisions of Law 16/1987, of July 30, on Land Transport Regulation and by Regulation (EU) No 181/2011 of the European Parliament and of the Council, of February 16, 2011, concerning the rights of passengers in bus and coach transport, according to its current and applicable wording at any given time.

Special conditions for the transport of mobility or sports items

The transport of bicycles, surfboards, or skis, or any other mobility item, carries a supplement on the ticket price. This supplement will not apply in cases where there is an obligation of free transport in the corresponding autonomous community.

In international services, the transport of bicycles is allowed upon prior reservation and payment of the fee.

Due to space limitations, a total of four units, including bicycles and surfboards, are admitted per vehicle (one per ticket). These must be in a condition to travel without causing damage to other luggage or items, and it is mandatory that they are packed in some type of box or bag prepared for transport. Tickets with bicycle transport must be purchased one by one, as it is impossible to check this box when 2 or more seats have been selected.

If there is no space for more bicycles at the chosen time, the bicycle travel selection box will not be available. Furthermore, this service is not available on double-decker buses.

Once the ticket is purchased, the passenger must present themselves for boarding with their mobility or sports item at least 15 minutes before departure.

Musical instruments as luggage

Passengers can transport musical instruments on the bus, which will travel in the hold, at no additional cost, with the rest of the luggage. Remember that, like suitcases, the musical instruments you transport must have a maximum weight of 20 kg.

Other special luggage

The same rates and conditions will apply to all sports and/or leisure equipment and accessories that are comparable, similar, or assimilable to those described above and which, due to their dimensions and/or characteristics, must be located in the bus hold. This luggage must be in a condition to travel without causing damage to other luggage or items, and it is mandatory that they are packed for transport.

Regarding scooters and other personal mobility devices, specifically electric ones, they are not allowed access to vehicles, neither in the luggage area nor in the passenger area.

This restriction will remain in effect until their access is regulated by law and under the terms and conditions of said regulation; and, in any case, it shall not apply to devices for persons with reduced mobility.

Special conditions for the transport of pets on domestic regular lines

Article 11 of the General Traffic Regulations prohibits the transport of any animal in the passenger cabin, except for emotional support, assistance, and guide dogs, as well as those prescribed accordingly with the accreditation of the justifying certificate, and always under the responsibility and accompanied by their owners.

In accordance with the above, a maximum of one pet per service will be admitted, which will travel in the vehicle hold. Transport is limited to small animals, understood as dogs, cats, ferrets, birds (not poultry), etc. Weight is limited based on the bus conditions. The animal will travel in the hold always inside a cage (rigid carrier or other closed and secure element) provided by the passenger. The cage or rigid carrier must have a waterproof bottom to contain waste.

Generally, the transfer of these animals is carried out under the full responsibility of their owners, who must travel on the same service as the animal.

The passenger must present themselves for boarding, accompanied by the animal, 15 minutes in advance, personally placing the animal in the cage in the coach, following the driver's instructions. The animal must be in good physical, hygienic, and emotional condition for the transfer; a muzzle is not mandatory but recommended. Boarding and disembarking of the animal shall be carried out by its owner, ensuring there are no people in the vicinity to avoid uncomfortable or dangerous circumstances that could affect other passengers.

The cost of transport will be a percentage of the ticket price according to current concession rates without promotions or discounts, paid as a supplement before the trip.

Transport of animals is not allowed on international services, except for emotional support, assistance, and guide dogs, as well as those prescribed accordingly with the accreditation of the justifying certificate, and always under the responsibility and accompanied by their owners.

The conditions and recommendations for the transport of pets are set out in the corresponding section on alsa.es

Transport of luggage and mobility aids

• In PRM-SR seats, only wheelchairs whose dimensions do not exceed those established by current regulations can be transported: length and width 1200x700 cm, height 1090 cm. The maximum weight of the wheelchair, including the occupant, is determined by the maximum capacity of the lift platform (approx. 300 kg), which is indicated in its instructions.
• Passengers may carry canes and crutches on board with them, provided they can be placed without endangering passenger safety.
• Other mobility aids must travel in the hold as luggage. Any type of mobility aid is admitted, regardless of weight, provided it does not exceed the following dimensions: Length and width: 140x70 cm. Height: 100 cm. In this case, we recommend the passenger use covers to protect the item and the luggage of other passengers.
• If needing to transport any of these items, the passenger must present themselves at the boarding gate with their luggage previously prepared as mentioned above at least 15 minutes before the start of the trip.
• The transport of any of these mobility aids is completely free of charge.

9.- TICKET CHANGES

To find out the charges and conditions for ticket changes, check our Changes Policy.

10.- TICKET CANCELLATION

To find out the charges and conditions for ticket cancellation, check our Cancellation Policy.

11.- RIGHT OF WITHDRAWAL

This is the power of the user to terminate a contract in certain cases without needing to justify their decision or assume any penalty. In accordance with article 93 k) of Royal Legislative Decree 1/2007, which approves the Revised Text of the General Law for the Defense of Consumers and Users, the regulation of distance sales (with the exception of article 98.2) does not apply to passenger transport service contracts. Therefore, the right of withdrawal does not apply to bookings for passenger transport services. Thus, in the event that the user expresses their desire to cancel the contracted tickets, the cancellation conditions of the relevant transport operator company will apply.

12.- ROUND-TRIP TICKETS

If the day, time, seat, and vehicle relative to the return are not recorded on the round-trip ticket, the passenger must confirm the return as early as possible through the same channel where the purchase was made (except for digital channel purchases, which can be confirmed in any channel). Confirmation is subject to seat availability on the requested date and vehicle. Return confirmation does not incur any costs. For tickets purchased online, the return can be closed directly on alsa.es or at self-service machines.

During the purchase process, the passenger will be informed to this effect. No additional amount will be applied to Alsa Plus customers for managing their tickets.

13.- TICKET OWNERSHIP

Tickets purchased through Alsa's official digital channels are nominative. Their use requires verification of the passenger's ID card or PASSPORT and that this data matches the ID card or PASSPORT number reflected on the ticket.

For tickets purchased online for minors without an ID card, it will be necessary to reflect the ID of the person accompanying the minor in the website section reserved for this purpose.

Lack of correspondence between said data will result in the automatic invalidity of the ticket.

Requests for change of ticket ownership may be subject to a surcharge.

14.- SMOKING PROHIBITION

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

15.- REINFORCEMENT SERVICES

In accordance with transport regulations, the company reserves the right to perform the service using vehicles from partner companies when circumstances so require to address traffic surges. The Company reserves the right to modify the seat assigned to the passenger if operational conditions so require.

In such cases, the service shall be considered, for all purposes regarding private legal relations as well as administrative obligations and liabilities, as being provided by the concessionaire company of the regular service.

16.- INVOICE

The ticket itself serves as an invoice as it reflects all necessary data and the applied VAT. However, if you wish to receive an invoice for your tickets, you may choose to:

• Use the invoice request form available in the Ticket Management section of alsa.es
• Request the printing of tickets at the point of sale and send them via Post to the address: Customer Service. C/ Josefa Valcárcel, 20, 28027, Madrid (Spain). You must indicate the necessary details of the invoice recipient and the invoice delivery address.

17.- CLAIMS

A claims book is available to passengers at points of sale and on buses with domestic origin and destination. In accordance with current regulations, the claim must be submitted within three months following the date the regular service was provided or should have been provided. Within one month of receiving the claim, the carrier will notify the passenger that their claim has been admitted, rejected, or is still under consideration. The deadline for providing the final response shall not exceed three months from the date the claim was received.

For interurban regular public transport services of general use under the ownership of the Ministry of Transport and Sustainable Mobility, there is the possibility of filing an official claim through the electronic form available at this link .

18.- CONTACT

We provide various contact alternatives, which you can find in the Contact section of this website.