Frequently Asked Questions | Iberocoach international

BILL MANAGEMENT .: Modifications and cancellations

PURCHASE OF TICKETS

1. Do I need to buy the ticket in advance or can I buy it at the point of sale before leaving the service?
You can buy the tickets from the moment they are put on sale, without it being essential that you buy them with a certain advance. However, it is important to keep in mind that:

The physical outlets will only send tickets during the opening hours (See the location and schedules of our ticket offices and agencies here).
That the sale of tickets at the box office will be closed for a specific service in the following cases:
- When the available seats for that service are exhausted in any case.
- Therefore, we recommend that you buy the ticket with some advance to avoid problems of availability of seats, especially on long haul routes.

How and where can I buy my ticket?

As a general rule, there are several options when buying a ticket:

Through our website www.iberocoach.es, provided that the selected service has online sales enabled.
At ticket offices, offices and agencies. Check here the time and location of our points of sale.
On the bus itself, through the driver and whenever the route sale is available.
Through travel agencies, (mainly for long-distance regular lines).

Can I choose the seats I want on my bus trip?

You can select the seats you want from those available at the time of purchase. In any case it is important to know that you can only select the seat in those expeditions that have this option enabled, something that you can check in the purchase process.

I purchased the ticket online. What happens if I lose it?

If you have lost your printed ticket you can reprint it through the module “Manage your Booking” of the web following these steps. Likewise, since all the tickets purchased through the web portal are registered, you could go to the ticket office and request that we print a copy of your ticket, for which you must prove the ownership of it by showing the corresponding identity document. Otherwise, a copy of the ticket can not be printed.

Keep in mind also that once the official departure time of the expedition is over, your tickets will lose all validity and it will not be possible to print them through the web.

Support for screen readers has been enabled.

What is the validity period of a round trip ticket purchased with an open return?

The validity of the round trip ticket will be six months from the date of issue. The validity of the round trip tickets will be 6 months from the date of departure.

During the purchase process it is not possible for me to select a specific date or route, what is the reason?

If you can not link a date with the selected source and destination, it means that the service is not available. This can happen because the online sale is not enabled for that particular service or because there are no available places for it.

CONDITIONS OF SERVICE

If all the seats of a bus are occupied, is the company obliged to put up booster buses?

According to the conditions of provision of the service established in the current regulations, admission to all persons wishing to use the service is limited to the number of places offered in each expedition. Therefore, if all the seats of the bus are occupied, the company is not obliged to set up a reinforcement bus.

Do minors have to use a seat belt on board vehicles with more than 9 seats?

According to Royal Decree 667/2015 of July 17, effective as of October 1, 2015, in regular transport services, occupants of three or more years of age and of equal or less than 135 centimeters must use Approved child restraint systems duly adapted to their size and weight. The approved chair must be provided by the person responsible for the child.

When these systems are not available, the vehicle’s safety belts will be used, provided they are appropriate to their size and weight. This obligation will not be required according to the regulations in force in those vehicles that do not have seat belts installed.

BAGGAGE AND PETS

Can bicycle, surfboards, skis, musical instruments be transported?

Check availability at the following telephone 988590210.

What is the weight and maximum size allowed for conventional luggage?

The purchase of a ticket entitles you to transport two pieces of luggage (suitcase, backpack or travel bag) free of charge, as long as they are less than half a cubic meter in size and do not exceed 30 kg in total. Special luggage that you must bill independently paying the corresponding rate.

Can my pet travel on the bus?

Yes, as long as the requirements established in the General Conditions of the transport service that you can consult in the purchase process are met. In any case it is important that you know that:

The transport of animals in the passenger compartment is not allowed, except for guide dogs.
Pets should always travel in the same service as their owner.
Only one pet will be allowed per ticket / trip.
Your pet must travel in the trunk of the vehicle and inside a properly approved cage or carrier.
The transport of the animal will be carried out under the responsibility of its owner.

BILL MANAGEMENT .: Modifications and cancellations

1. Is it possible to print, cancel my ticket or make changes to it through the web, even if I purchased it at the box office?
If you have questions about how to manage your reservation, access our website or contact one of our offices.
You can make a maximum of two modifications, which may include changes to the date and time of the expedition. However, to cancel a ticket purchased at the box office will be required to go to any of our authorized points of sale.
In any case, you can always check in special baggage or excess baggage on the day of departure in those services where we have availability.

2. Can I change the origin or destination on my ticket?
No, the origin and destination can never be modified once the ticket has been purchased. In this case you should cancel the ticket and acquire a new one for the new route. You must take into account the applicable penalties in case of cancellations.

3. How are the costs of ticket cancellation calculated?
The costs of ticket cancellation vary depending on the date of purchase and the proximity to the departure date:

Cancellations made between the date of sale and 48 hours immediately prior to departure will result in a penalty of 10% of the total amount of the ticket.
Cancellations made between 48 hours prior to departure and 2 hours immediately prior to departure will result in a penalty of 20% of the total amount of the ticket.
It will not be possible to make cancellations at moment the barrier is exceeded 2 hours prior to departure. In that case, 100% of the amount would be lost.

COMPLAINTS AND SUGGESTIONS

How should I make a claim?

If you wish to present a claim in front of the company, you must do so in the official book filled out by the Administration, which you can request in the different ticket offices authorized to sell tickets, as well as in the vehicles that provide the services.

How should I make a suggestion?

If you want to make a suggestion in order to improve on any of our services or simply move your particular needs, you can do so through our e-mail address booking@iberocoach.com.