Terms of sale
With the purchase of a ticket, the traveller knows and accepts the following terms:
VEHICLE BOARDING: The boarding will take place 10 minutes before the scheduled departing time of the service. The passenger can access the vehicle after showing the ticket to the driver. If the ticket is subjected to any kind of the discounts mentioned in the General Conditions’ clauses, the passenger will provide the original or reliable copy of the document that acknowledges the discount, both when buying the ticket and when traveling.
BAGGAGE: The traveller is entitled to carry for free up to two (2) suitcases with a total weight of 30 kg overall, that will be transported inside the luggage trunk of the vehicle. The excess will be paid according to the corresponding rate by pre-checking the luggage. In case of damage, loss or breakdown, the luggage transported inside the bus trunk, the Carrier’s liability will be limited to a maximum quantity of 450€ per piece (Art. 23.2 Law 16/87).
The traveller has the right to carry in the bus interior luggage rack, a maximum of two (2) hand packages (hand bags, documents holders, briefcases, or small backpacks); the traveller is the only responsible for safekeeping his/her hand luggage and any belongings the traveller carry with him/her in the area intended for users.
TICKETS: Tickets can be purchased at our ticket offices, on the web, vending machines, partner travel agencies, and telephone sale of tickets and on the vehicles when there is no ticket office available (subject to the availability of place and only for that ongoing service).
Tickets purchased through the Internet and the telephone sales system are nominative, the carrier must justify by Identity Card or Passport the ownership of the ticket to access the vehicle, whether you access directly with the locator number or SMS, as if requesting the physical printing of the ticket at the point of sale. The rest of the tickets are apt to the bearer, they can be used by the person who owns them (the safe keeping of the ticket previously acquired corresponds to the user); the loss of the non-nominative ticket does not give right to refund of amount, being compulsory to acquire a new ticket for the service in which the traveller intend to travel at.
Tickets can be purchased in advance, this will be determined by the company (except in the vehicle itself, which will only attend the sale for the ongoing service).
The ticket is valid only for the date and time that appears on it. The absence at the exit of the service implies the loss of the trip and it disallows the right to change the ticket or to refund the amount.
The tickets purchased for promotions programmed by the company, are subject to the particular conditions established for the promotion programmed dealing with the sale, change or cancellation, which are reported in the corresponding section of the website avanzabus.com
VERIFICATION OF TICKET DATA: It is responsability of the client to review the ticket data when purchasing the ticket, checking that the printed data (route, date and time) matches the data requested. Claims will not be accepted once the ticket has been withdrawn / paid.
TICKET PAYMENT: It is not admitted the payment with more than 50€ notes in the purchase of tickets at our points of sale.
DETERIORATED TICKETS: It will not be accepted tickets with amendments, crossing-outs, or damages that do not permit the proper identification of the route, date, time and/or identification of the user if it is a nominative ticket. These tickets may be exchanged (for the same service) at our points of sale during the opening hours and with a minimum advance of 30 minutes before the departure of the service.
TICKETS MODIFICATION: Ticket changes have a cost of 1,5€ per route and ticket modified. Being able to make as many changes as necessary, up to two hours before the departure of the service that appears on the ticket.
The change of date and/or type of service may vary the characteristics of the seat position and type of service from those previously assigned. If the change implies an improvement in the type of service, the traveller will have to pay the cost of the modification and the economic difference resulting from this improvement. The change to a lower service to that contracted, implies the resignation of the difference between both services.
Changing the date of the travel: The traveller can make as many modifications as he/ she wishes. These modifications imply a minimum cost of 1,50€. If you want to make a change, you have to know that:
If the change is from an Expres or Plus service to a Normal one, the supplementary fee is not refunded.
If the change is from a Normal service to a Plus or Express one, the difference may be paid.
If you want to change the date, you just have to select the new date. These changes can be made on the website or at an authorized sale point providing the ticket and locator number, and, only up to two hours before the departure of the service specified on the ticket that you want to change. Once the change has taken place, the first ticket is cancelled (into the modified route), and a new ticket is generated.
Warnings*: The change of date and/or type of service may vary the characteristics of the seat position and type of service from those previously assigned.
CANCELLATIONS: Tickets purchased through the Internet have to be cancelled on the website avanzabus.com
The authorised points of sale will not accept the return of the tickets purchased through the Internet. Tickets purchased by telephone and from self-service kiosks must be cancelled at the Company ticket offices, being necessary to provide a bank card to make the payment of the corresponding amount.
The company will charge 10% of the ticket amount, as cancellation expenses to all travellers who carry out this operation with a minimum advance of 48 hours to the departure of the service for which the ticket is issued, and 20% when the tickets are cancelled after that period, and only up to two hours before the departure of the service. The amount of the management fee is not refundable.
DISCOUNTS: Every traveller who may be entitled to a discount in the price of the ticket will have to prove his/her right by means of an original document or a reliable copy, both when buying the ticket and when travelling. The ticket will be considered invalid in the case of not providing the appropriate documentation, and therefore, the traveller will have to acquire a new one.
DELAYS AND CANCELLATIONS: If a service is cancelled for a cause attributable to the company, the user will be entitled to the refund of the amount of the ticket or to travel in another expedition. If the cancellation of the service were due to causes external to the company, the amount of the ticket will not be refunded.
SEATS ASSIGNMENT: The seat number on the ticket is a guiding number for service reasons, the driver may assign another seat number.
NO SMOKING: Smoking is forbidden inside the vehicle (R. D. 1293/99).
LOST AND FOUND: The lost items found inside the vehicles will be guarded for a month in the offices of the company. If the client does not claim the object after that period, the company will be allowed to get rid of it. The client will have to prove the property of the lost object. If you have lost an object in our vehicles, there is a web form at your disposal where you can add the lost object details that will help to find it, or, otherwise, inform you of the steps to follow.
Any perishable product left on the vehicle after the service, it will be withdrawn and cannot be claimed by the client.
MINORS: As established in the Royal Decree 965/2006, of September 1st, that approves the Regulation of Circulation, regardless of the age, the operating company will provide the minor with a seat in the transport.
In general, minors are not allowed to travel without the company of an adult, unless the parents or guardians issue an authorization for the minor to travel alone. In long distance services, specifically, those over 11 and under 16 years old may travel alone, but with the authorisation. The authorization form is available at our ticket offices and here.
PERSONS WITH REDUCED MOBILITY: There is no limitation for passengers with disabilities or special conditions, unless for persons with reduced mobility who depend to access the coach of a lifting platform and anchor the wheelchair to the vehicle.
If you require these systems, you will have to check availability for the service requested, since all the vehicles are not provided with them.
To be able to travel in an adapted long-distance vehicle, you have to advise the company with 48 hours in advance. In order to do this, you can fill in a PMR form available on the website avanzabus.com
COMPLEMENTARY SERVICES: The hiring of other complementary services will be subjected to its particular conditions as stated at avanzabus.com
PETS: Pets must travel inside a pet carrier, which will be placed inside the luggage trunk of the coach, after completing an animal responsibility form (available at avanzabus.com or at the ticket office) that you have to deliver to the driver.
The limit of animals that can travel is established in the luggage conditions and subjected to the luggage trunk capacity. Only guide dogs are authorised to travel in the passengers’ cabin.
SPECIAL BAGGAGE: Special baggage will be always subjected to the luggage trunk capacity. The packages to be transported have to be invoiced according to the existing rates and have to be packed appropriately to avoid spoiling other passengers’ luggage.
BICYCLES: To transport a bicycle, the user have to pay a 10€ supplement per bicycle and route at any of our ticket offices before the bus departure. To avoid any damage on other passengers’ luggage, the traveller will pack the bicycle removing the front wheel.
COMPLAINTS BOOK: There are complaints books in all our vehicles and at the passenger stations at the users’ disposal.