Purchase terms

1. - RESPONSIBILITY

The carrier's liability rests upon the company carrying out the service. The carrier is not liable for the breaches that are not directly attributable, or those produced by accident, force majeure, or due to legal or administrative requirements. Similarly, it is not responsible for any loss in the transfer with other transport services, own or others. On international lines, its liability if any, lies within the company providing the transport, in accordance with the Laws and Courts of its own country; being the sole responsibility of the passenger to be provided with the necessary documents for border crossing and completion of travel.

2. - LUGGAGE

The passenger is entitled to free transport up to 30 kgs of baggage, except as specifically provided for international routes (25 Kg). If this luggage is checked-in, the company will provide the passenger with the corresponding receipt.

In case of loss or damage of the luggage carried, it is essential to make a claim immediately on arrival, showing the ticket and the check-in receipt, if applicable. The carrier's liability is limited (domestic services under art. 23 Law 16/1987 of 30 July) and specifically to a maximum of 300 Euros on international services. The carrier shall not be liable for any damage, loss or damage suffered to hand luggage or other objects which are not under its responsibility.  

2.1 .- Special conditions for carrying bicycles, surfboards or skis
The transport of bicycles, surfboards or skis has an added a supplement in the ticket price of 5 Euros in short-haul services and 10 Euros in long-haul services.
On international services, bicycles are only allowed on the line Spain-Morocco, upon request and payment of fines.
Because of the limited space available, only up to four units are allowed, including bicycles and surfboards per bus (one per ticket). These should be placed in such a way that cause no damage to other luggage or packages and it is mandatory that these be packaged in some kind of box or bag ready for transport.
The ticket can be bought on the website along with the transportation of the bicycle by checking the box for this purpose in step 3 of the buying process. The bicycle transport tickets must be purchased one at a time, making it impossible to mark this box when two or more seats have been selected.
If there is no room for more bikes on the schedule chosen, the selection box for bicycle travel will not be available.
Once the ticket is purchased, the passenger will go to the boarding point with the bicycle / surfboard, with a minimum time of 15 minutes before departure.

2.2. - Special conditions for transportation of pets
The law prohibits the transportation of any animal except for guide dogs in the passenger cabin.

Dogs or cats shall travel in the hold inside special cages or baskets provided by the passenger and which must be adapted for this use, being strictly prohibited to transport them outside of such cages or baskets.
In general, the transfer of these animals is the sole responsibility of their owners, which shall necessarily travel in the same service as the animal.
The passenger must present himself at the boarding point, together with the animal, 15 minutes before departure, so as to personally introduce the animal into the cage and place it inside the coach, following the instructions given by the driver. The animal shall be in good physical, hygienic and psychological condition for the travel, not being compulsory, although it is recommended, to use a muzzle in case of dogs.
The owner will also make the landing of the animal, ensuring that there are is no other person nearby in order to avoid uncomfortable or dangerous situations that could affect the rest of the passengers.
The transportation cost will be a 50% of the ticket price, as a supplement to be paid before departure.
Only one dog or cat is allowed per bus.

3. TICKET SALE.
The company will sell the tickets in specifically authorised points or establishments, where the tickets can be purchased and the discounts required that come under the terms of the dealership. To facilitate the purchase of the ticket there are alternative means of sale, through travel agents, Internet, telephone, etc.., each with their own specific conditions.  
Most of the services provided by Alsa can be purchased through its website, although it is possible that some of the routes are not available.

To purchase over the Internet each of the steps outlined on the website must be completed; the purchase will only be completed once the payment data is submitted and the button 'Pay' has been selected; in that moment, the amount will be charged in the credit card and the ticket will be issued.

On international routes, tickets can only be purchased at least 24 hours prior to the date of departure unless the route leaves from Spain, Portugal and Switzerland, where there is no minimum advance purchase.

In accordance with the new Royal Decree, WITH EFFECT FROM 1ST FEBRUARY 2007 A TICKET WILL BE ISSUED TO ALL CHILDREN, REGARDLESS OF THEIR AGE.
The number of passengers transported may not exceed the number of authorized seats, which means that all children are counted for the purposes of determining the number of passengers transported (Royal Decree 965/2006).

Once the purchase process is completed, a screen will appear with the ticket; you should print this ticket, otherwise, write the ticket number or booking reference number in a safe place, as it is your guarantee to travel.

3.1 Procedure for unaccompanied minors and children traveling

Unnacommpanied minor travel shall be admitted in regular transport services of general use under the conditions detailed herein.

ALSA recommends its travelers, and assumes all responsibility when doing so, to have their unaccompanied minors travel in Supra+ Class services, as these type of services are attended by auxiliary personnel that can make sure about the well being of the m).

Unaccompanied minors over 4 years of age are admitted in the remaining services, but under the responsibility of their parents or tutors.

Minors under four years of age will not be allowed to travel alone under no circumstances.

To request the Babysitting Service, customers must fulfill the requirements detailed in the following section.

Requirements for the transportation of unaccompanied minors in Supra+ services.

Due to the special characteristics of these travelers, and for safety reasons, minors can travel alone provided that the following requirements are complied with:

• The ticket needs to be purchased at a point of sale.
• Minors must be between 4 and 15 years of age.
• Minors must carry a valid identification document (ID Card, passport or visa).
• The minor must carry a copy of the "Unaccompanied minor authorization form", properly filled out.

Description of the process:

When buying the ticket at the point of sale, the minor¿s parents/tutors will hand out the two copies of the "Unaccompanied minor authorization form" expressly identifying the person of legal age that will be waiting at the destination point to take care of the minor.

On the day of traveling, a previously authorized individual (parent or person responsible for the child) will accompany the child to the bus, after identifying him/herself. Upon arrival at the final destination, if the authorized person is not waiting for the minor or whoever is waiting fails to provide proper identification, ALSA personnel shall hand over the minor to the competent authorities, who shall take the child under custody. Otherwise, the company will be responsible for taking the child under custody.

Download the "Unaccompanied minor authorization form"

How to access the bus:

· On National routes: you can access the bus directly without passing through the point of sale, showing up for boarding 10 minutes before departure; show the driver your ID card or passport and one of these options:

· The electronic ticket printed from the website.
· The ticket number or booking reference number which you wrote down when purchasing the ticket from the website.  
· The SMS with the data of the ticket.

· On international routes: you can access the bus directly, without passing through the point of sale, showing the driver the ticket issued by the specific international website with your ID card or passport, with the following conditions:

· Passengers should be at least 2 hours before departure when the departure is outside Spain and check-in at the boarding point.    
· For international departures from Spain, the passenger should be at least 30 minutes before departure at the boarding point. 
· The international Spain-France-Switzerland-Poland line has a transfer at Barcelona. Passengers should therefore go to the ALSA point of sale at their place of departure at least 36 in advance in order to obtain their free ticket to Barcelona. For departures from Barcelona or subsequent it is not necessary to request the transfer ticket.
· On international routes, passengers under 16 should travel with an adult legally entitled. Young people aged between 16 and 18 need a passport and police clearance to travel.

The misuse of the website for fraudulent use will result in the corresponding responsibilities, if proved that one acted in bad faith, negligence or fault.

4. SPECIAL CAMPAIGNS AND PROMOTIONS

The special promotional campaigns which the company programs, are subject to special conditions available to passengers at the point of sale and on the Web and will apply to the tickets purchased.

5. CANCELLATION OF TICKETS

For national and international tickets:Tickets can only be cancelled if the request is made at least 2 hours before the start of the service, with the passenger going to one of the company¿s sales points or establishments. The tickets acquired via the information and sales service, 902 422242, or the webpage www.alsa.es can be cancelled via the same channels where they were bought and provided that the tickets have not been issued.

In the case of cancelation the company shall refund the passenger the full amount of the ticket is requested at least 48 hours before the departure. If the cancelation is requested between 24 and 48 hours, the company shall refund the amount of the ticket minus 10%. In the event that the cancelation is requested less than 24 hours before 20% shall be deducted from the amount of the ticket.

The tickets bought using a bank card can only be cancelled against the card which made the purchase.

Tickets purchased using the Paypal payment system can only be printed, changed, or cancelled at the ALSA webpage. They cannot be printed, changed, or cancelled at a point of sale, or through the telephone customer services. The only tickets purchased using the Paypal payment system which can be printed at a point of sale are tickets for international routes.

If the passenger fails to attend the departure place and the right time they shall lose the trip and shall not be entitled to change the ticket or to any refund.

Bus Plus cardholders will not be charged for cancellations.

Tickets purchased through the PayPal payment system can only be cancelled through the ALSA website. Under no circumstance can the cancellation be done at the point of sale or through the telephone service.  

In case of cancellation of the ticket, management costs will not be reimbursed. Tickets issued through BUS Plus points do not allow changes or cancellations.

The change and cancellation conditions are subject to the country of origin of the ticket, which may be different from those existing in Spain.

For national tickets: In the case of tickets which have already been changed, 20% shall be deducted from the amount when requested more than 48 hours in advance. For this type of ticket, the cancellation fee shall be 30% when requested between 48 and 24 hours before and 40% of its amount when requested less than 24 hours before the start of the service.

6. CHANGING TICKETS

For national and international tickets: Changing the date or time of the trip is only possible if requested at least 2 hours before the start of the service and is conditional on the availability of seat on the new date or time requested.

The tickets acquired via the information and sales service, 902 422242, or the webpage www.alsa.es can be cancelled via the same channels where they were bought and provided that the tickets have not been issued.

Tickets purchased using the Paypal payment system can only be printed, changed, or cancelled at the ALSA webpage. They cannot be printed, changed, or cancelled at a point of sale, or through the telephone customer services. The only tickets purchased using the Paypal payment system which can be printed at a point of sale are tickets for international routes.

For national tickets: One change per ticket is accepted, with no fee, when requested at least 48 hours before the date of the service. An additional surcharge of 5% shall be applied to the price of the ticket for those change which are requested between 24 and 48 hours in advance. In the event that the change is requested at least 24 hours in advance, a 10% surcharge shall be applied to the ticket price.

A 20% surcharge shall be applied to the second and successive changes to the tickets when requested at least 24 in advance. In the event that these changes are requested less than 24 hours in advance, the surcharge shall be applied to the ticket price.

For international tickets: International ticket changes are free of charge.

7. RETURN TICKETS

If the return ticket does not include the day, time, seat and bus of the return trip, the passenger must go to the sales office of the company as early as possible (eight days in the case of international routes) to confirm the return trip, which is conditional to the number of places available on the date requested. The confirmation of the return trip does not involve any expenditure. The validity of a single ticket for a long-distance trip is six months from the date of issue. On regional services, the validity of a return ticket is 7 days (counting from the date of departure).  For tickets purchased online, the return trip may be confirmed directly from the website.

8. - ADDITIONAL SERVICES

On national and international routes, the Company reserves the right to operate the services through partner companies buses when circumstances so require, and in particular, to deal with escalations of traffic.

9. - SMOKING BAN

It is absolutely forbidden to smoke inside the bus (Art. 6 RD 1293/1999).

10. - CLAIM BOOK  

There is a claim book available for passengers at points of departure and arrival of national services.

11. - PRICE OF TICKETS

The total amount of the tickets purchased over the Internet, consists of the ticket price according to the current rates in the dealership, plus VAT (10%) plus the additional amount stated for management costs. The management costs will apply to each ticket, considering the round-trip ticket as one ticket. In case of cancellation of the ticket, management costs will not be reimbursed.  

Management costs shall not be applied to customers using the Bus Plus card when purchasing tickets online.

12. - DISCOUNTS ON THE WEB

The selection of a discount implies the application of this discount to all passengers. If there are passengers who have no right to a discount or want to benefit from a different discount, these tickets must be issued separately.  

The only discounts available when purchasing tickets online are those for Large Families.

On international lines, there are generally no discounts, and thus passengers should keep to the specific conditions of each international service.  

To be able to travel, you must show the bus driver the documentation that gives you the right to a discount.

The discounts available vary depending on each dealership or line.

The cancellation and change of discount tickets terms are exactly the same as for the rest of the tickets considering that the accumulation of any promotion discount can vary such conditions. Please note that you must always consult and accept the conditions of promotion before purchasing the ticket.

For the use of this type of ticket it is essential that the traveller have the valid document that shows he/she is the beneficiary of this discount. At the time of entering the bus, the traveller must show the aforementioned document to ALSA personnel. In case of not complying with this requisite, the driver has the obligation to impede the use of the ticket and in no case can the economic difference be paid, having to acquire another compete ticket if he/she wishes to travel.

Large Family Discounts

There are two categories for Large Families:

· 1^st Grade or General Large Family: These families are eligible for a 20% discount on the ticket.
· Special or Exceptional Large Family: These families are eligible for a 50% discount on the ticket.

Both Large Family discounts are combined with any promotion or discount applicable for ALSA. They can also be accumulated with other compatible discounts.

Large Family discounts are not compatible with each other and can only accumulate to a promotion or a discount at a time.

In the case of large families, they must submit an ID card or passport together with the large family book or certified copy thereof.  It is also necessary that the effective date is current on the date of departure.

13. - OWNERSHIP OF THE TICKET

Tickets purchased online are nominative. These can only be used upon verification of the ID card or passport of the passenger and the information stated on these must match the ID or Passport number reflected on the ticket.

For tickets purchased online to minors who do not have ID, you will need to submit the ID of the person accompanying the child, in the section of the website designated for this purpose.

The non-correspondence of the data required, will void the ticket automatically.

14. - Means of Payment

The payment with either a credit or a debit card (American Express, Visa, 4B, Maestro and MasterCard), PayPal and Bus Plus card are the only means of payment accepted at www.alsa.es.

Sales made through PayPal and with a credit or debit card are marketed by the company Servicios del Principado SA (Tax Identification Number: A33088220) belonging to Grupo ALSA.

15. - INVOICE

Should you require an invoice of the ticket purchased, you can choose between one of these options:

· Ask for the tickets to be printed at the point of sale and forward them by post to: Servicio de Atención al cliente. C/ Miguel Fleta Nº 4 28037 Madrid (Spain). Please state the full name of the recipient of the invoice as well as the address to which it is to be sent.  
· Use the form on the contact section of the website.

16. - CONTACT

We offer different options to contact our company.

· Postal Address: Servicio de Atención al cliente. C/ Miguel Fleta Nº 4 28037 Madrid (Spain)
· Contact numbers:

-  Ticket Sales and Information: 902 42 22 42 available 24 hours a day, 365 days a year.
-  Customer service: 91 327 05 40 (8:00 h - 24:00 h)

· Contact Forms: Located in the "Contact" section on the website.