USERS HAVE THE RIGHT TO:

  • Be transported, provided they hold a valid ticket or travel pass.
  • In the event of a breakdown or immobilisation of the bus during the journey, users are entitled to continue their trip on the same line or on another equivalent route at no additional cost, or to receive a replacement ticket.
  • Receive information about the service characteristics, any scheduled service changes, and the available ticket types and fares.
  • Receive courteous and respectful treatment from the operating company’s staff, as well as assistance and information when requested.
  • Use priority seating if they are persons with reduced mobility, pregnant women, elderly passengers or persons with special needs.
  • Board with a wheelchair and use the designated space on adapted vehicles.
  • Carry hand luggage free of charge, provided it does not exceed the maximum permitted dimensions (100 x 60 x 25 cm) and does not obstruct movement or compromise the safety of other passengers.
  • Hand luggage is understood to be any item intended for personal use, clothing or accessories that the passenger carries with them inside the bus during the journey.
  • The transport of non-electric folding bicycles and scooters is allowed, provided they are properly folded and comply with the maximum hand luggage dimensions (100 × 60 × 25 cm). The transport of non-folding bicycles or scooters is not permitted, nor are folding ones if they are electric.
  • Travel with duly accredited guide dogs or assistance dogs.
  • Travel with pets (dogs, cats and ferrets) weighing up to 10 kg, provided they are transported in an approved carrier with maximum dimensions of 60 x 35 x 35 cm and in appropriate hygienic and sanitary conditions.
  • The driver may refuse access if minimum safety, hygiene or coexistence conditions are not met.
  • Submit complaints regarding the service and receive a response through the established channels.
  • Board with a baby stroller, which must be placed in the designated area and ensure that it does not compromise safety or passenger circulation.
  • Be covered by the Mandatory Passenger Insurance, included in the ticket price.
  • Receive a change of up to €20 when purchasing a ticket on board the bus.


USERS HAVE THE OBLIGATION TO:

  • Hold a valid ticket or travel pass suitable for the journey, keep it throughout the trip and present it when requested by company staff.
  • Board the bus only at designated stops, request the stop in good time and use the indicated doors for boarding and alighting.
  • Refrain from smoking on board the vehicle and within the facilities.
  • Maintain a civic, appropriate and respectful behaviour towards other passengers and operating staff.
  • Do not damage the vehicle or its facilities, nor dirty the interior.
  • Follow staff instructions and refrain from distracting the driver while driving.
  • Give up priority seats to passengers entitled to them according to signage.
  • Be responsible for personal belongings carried on board (hand luggage, backpacks, bags, electronic devices, etc.).
  • The company accepts no liability for loss or damage to items not expressly entrusted to its custody.
  • On adapted vehicles, respect the priority use of the space reserved for persons with reduced mobility.