Mexico 🇲🇽

 

 

Bus Company Policies

Select your bus company to view details:

 

ADO

Cancellations & Refunds:

  • Tickets are non-refundable.

  • You can cancel your ticket up to 60 minutes before departure at any ADO ticket office.

  • You'll need to present the original ticket and an official ID matching the name on the ticket. hola.ado.com.mx​

Exchanges:

  • If your ticket is exchangeable, you can request an exchange up to 1 hour before departure.

  • Exchanges can be made in person at an ADO counter or via WhatsApp at +52 1 55 4386 4652.

  • Bring a printed ticket, a valid passport, and provide the Busbud support email: support@busbud.com.

  • Any fare difference must be paid and is non-refundable. FAQ​

Boarding Requirements:

  • A mobile ticket is accepted.

  • Present the same ID used during booking.​

Seat Selection:

  • Available during checkout (optional).​

Child Policy:

  • Under 6: Travel free on an adult's lap (1 child per adult).

  • Ages 5–12: 50% of adult fare.

  • 13+: Full adult fare.

  • Children must travel with an adult aged 18+.​

Luggage Policy:

  • Carry-on: 1 item, max 5 kg (11 lbs).

  • Checked: 1 item, max 23 kg (50 lbs).

  • Extra baggage incurs a fee based on current rates.​

Pet Policy:

  • Pets travel in the baggage compartment.

  • Required documents: vaccination card and health certificate.

  • Have documents ready for inspection during the trip.​

Accessibility:

  • Contact ADO to coordinate wheelchair assistance.​

Contact ADO:

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Autotravel

Cancellations & Refunds:

  • If your ticket is cancellable, you can cancel it up to 1 hour before departure.

  • Cancel via Busbud support or your Busbud account. ​

Exchanges:

  • If your ticket is exchangeable, you can exchange it up to 4 hours before departure.

  • Request via Autotravel counter, phone: +52 553-919-1918, or email: contacto@autotravel.mx. ​FAQ

Boarding Requirements:

  • Show mobile ticket.

  • Use the same ID used when booking.​

Seat Selection:

Child Policy:

  • Under 6: Travel free on an adult's lap (1 child per adult).

  • Ages 5–12: 50% of adult fare.

  • 13+: Full adult fare.

  • Must be accompanied by an adult (18+).​

Luggage Policy:

  • Carry-on: 1 item, max 5 kg (11 lbs).

  • Checked: 1 item, max 20 kg (44 lbs).

  • Extra luggage subject to fees.​

Pet Policy:

  • No public information available. Please confirm with Autotravel directly.​

Contact Autotravel:

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El Expreso

Cancellations & Refunds:

  • Tickets are non-refundable.

  • Cancellations are not allowed.

  • Exchanges are not permitted.

  • Tickets are non-transferable.

  • A valid government-issued photo ID is required to board.

Exchanges:

  • Not allowed.

  • You cannot change the date or time of your ticket.

Boarding Requirements:

  • You must present a printed ticket and a valid government-issued photo ID to board.

  • Boarding will not be allowed without these documents.

Seat Selection:

  • Seat selection is not available during the booking process.

  • Seats are assigned at boarding.

Child Policy:

  • Minors must travel with an accompanying adult.

  • Additional documentation is required for unaccompanied minors.

Luggage Policy:

  • Free allowance:

    • 2 bags (40 lbs each) in the baggage hold.

    • 1 carry-on bag (15 lbs) in the cabin.

  • Extra luggage is not permitted.

Pet Policy:

  • Pets are not allowed onboard.

  • Service animals are allowed.

Accessible Travel:

  • Buses are equipped with ramps for passengers with disabilities.

  • Advance notice is recommended to ensure accessible services are available.

Contact Information:

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Estrella Blanca

Cancellations & Refunds:

  • Cancellations: You can cancel your ticket up to 2 hours before departure at the ticket counter or through their website.

  • Refunds: Cancellations may be subject to service fees.

  • Note: Policies may vary depending on the type of ticket and route. It's recommended to check the specific terms at the time of booking. (estrellablanca.com.mx)

Exchanges:

  • Policy: Ticket exchanges are allowed up to 2 hours before the scheduled departure at the ticket counter or online.

  • Note: Changes are subject to availability and possible fare differences. (estrellablanca.com.mx)

Boarding Requirements:

  • You must present your ticket either printed or on your mobile device.

  • A valid photo ID is required.

  • Make sure to use the same ID you used when booking.

Seat Selection:

  • Seat selection is not available during the booking process.

  • Seats are assigned on a first-come, first-served basis when boarding.

Travelling with Children:

  • Children under 18 cannot travel alone.

  • Children aged 5 to 11 only pay 50% of the adult fare.

Luggage Policy:

  • Carry-on: 1 carry-on item up to 5 kg (11 lbs).

  • Checked baggage: 1 bag in the baggage hold up to 25 kg (55.11 lbs).

  • Extra baggage: If you exceed the free allowance, additional charges may apply according to current rates.

Pet Policy:

  • Pets are not allowed on Estrella Blanca buses.

  • Certified service dogs may be accepted, but you must get prior approval from their offices before booking.

Accessible Travel:

  • Estrella Blanca offers services for passengers traveling with wheelchairs.

  • You must contact them directly to arrange accessible travel.

Contact Information:

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Grupo Senda

Cancellations and Refunds

  • Policy: Tickets are non-refundable. Once purchased, cancellations are not permitted under any circumstances.

Exchanges

  • Policy: Ticket exchanges may be allowed depending on the fare conditions.

  • Procedure: To request a change, you must contact Grupo Senda directly before your scheduled departure. Change fees may apply.

Boarding Requirements

  • Ticket: You must present a printed ticket or your e-ticket on a mobile device.

  • ID: You are required to travel with a valid government-issued ID that matches the name on your ticket.

Seat Selection

  • Policy: Seat selection is available during the booking process.

  • Changes: Once your seat is selected, it cannot be changed.

Travelling with Children

  • Unaccompanied Minors: Children aged 12 and older may travel alone with parental authorization.

  • Infants: Children under 5 years of age must travel accompanied by an adult.

Luggage Policy

  • Free Allowance:

    • Carry-On: 1 small item that fits in the overhead compartment or under the seat.

    • Checked Bags: 2 pieces in the baggage hold, up to 25 kg (55 lbs) total.

  • Additional Allowance: Extra luggage may be accepted with an added fee. Oversized items must be approved in advance.

Pet Policy

  • General: Pets are not allowed onboard passenger areas.

  • Exceptions: Small pets may travel in the baggage compartment in an approved carrier. Service animals are allowed.

Contact Information

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Tornado Bus

Cancellations and Refunds

  • Policy: Tornado Bus tickets are non-refundable. Once purchased, cancellations are not allowed.

  • Important: All sales are final. No credit or voucher is issued for missed trips.

Exchanges

  • Policy: Ticket exchanges are not allowed.

  • Exception: In limited cases, same-day changes might be accepted at the station with supervisor approval, but are not guaranteed.

Boarding Requirements

  • Ticket: You must present a printed ticket at boarding. E-tickets on mobile devices may not be accepted at all locations.

  • ID: Travel with the same government-issued photo ID used at the time of booking.

Seat Selection

  • Policy: Seat selection is not available during booking.

  • Seating: Seats are assigned on a first-come, first-served basis when boarding.

Travelling with Children

  • Unaccompanied Minors: Children under 17 must be accompanied by an adult. Tornado Bus does not permit unaccompanied minor travel.

  • Infants: Children under 2 may travel for free on an adult's lap.

Luggage Policy

  • Free Allowance:

    • Carry-On: 1 small personal item that fits under the seat or in the overhead bin.

    • Checked Bags: 2 items up to 25 kg (55 lbs) each in the baggage hold.

  • Additional Allowance: Extra luggage may be allowed for a fee, subject to space. Oversized items may be restricted.

Pet Policy

  • General: Pets are not allowed on Tornado Bus services.

  • Service Animals: Only certified service animals may travel with passengers and must remain on the floor at all times.

Contact Information

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Transpais

Cancellations and Refunds

  • Policy: Standard Transpais tickets are non-refundable. Once purchased, they cannot be cancelled for a cash refund.

  • Exception: If the service is cancelled by the operator (e.g., due to severe weather or mechanical issues), a full refund or credit may be issued.

  • No-Shows: Tickets lose all value if the passenger does not show up for the scheduled departure.

Exchanges

  • Policy: Exchanges are permitted up to 2 hours before the scheduled departure time.

  • How to Exchange: You can modify your trip via the Transpais Móvil app, the official website, or by visiting a Transpais ticket office in person.

  • Fees: A price difference may apply if the new ticket is more expensive. Promotional tickets may have more restrictive exchange rules.

Boarding Requirements

  • Ticket: Passengers must present either a printed ticket or a digital boarding pass (QR code) on their mobile device.

  • ID: A valid government-issued photo ID (Passport, INE, or Professional License) is mandatory for all adult passengers. The name on the ID must match the name on the ticket.

Seat Selection

  • Policy: Seat selection is included and available during the booking process on all service levels (Único, Vista, and Regular).

  • Modifications: Once the booking is confirmed, seat changes can typically only be made at the ticket counter prior to departure, subject to availability.

Traveling with Children

  • Infants (0–2 years): One child under 3 years old travels for free per adult if they sit on an adult's lap.

  • Discounts: Children aged 3 to 12 are eligible for a 50% discount on the adult fare (limited seats per bus).

  • Documentation: Proof of age (Birth Certificate or CURP) must be presented during boarding to validate the discount.

Luggage Policy

  • Carry-On: 1 small bag (backpack or handbag) that fits in the overhead compartment or under the seat.

  • Checked Bags: Up to 2 pieces of luggage totaling no more than 25 kg (55 lbs) for free.

  • Excess Items: Oversized items like bicycles or additional bags are subject to a cargo fee and space availability.

Pet Policy

  • Standard Pets: Domestic pets (dogs/cats) are permitted but must travel in the luggage compartment in a secure, leak-proof carrier provided by the passenger.

  • Service Animals: Certified service and emotional support animals are allowed in the cabin at no extra cost, provided they have the correct medical documentation and a harness.

Contact Information

  • Phone (Mexico): 800-713-1000

  • WhatsApp (Transpais Escucha): +52 834-116-1101

  • Email: transpaisescucha@transpais.com.mx

  • Website: www.transpais.com.mx

 

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Tufesa

Cancellations and Refunds

  • Policy: Tufesa tickets are non-refundable. Once purchased, they cannot be cancelled or refunded.

  • Important: No refunds or credits are issued for missed trips or no-shows.

Exchanges

  • Policy: Exchanges are allowed only before the scheduled departure time.

  • How to Exchange: You must go to a Tufesa station in person to request a schedule change.

  • Fee: A service charge may apply. Changes are subject to availability.

Boarding Requirements

  • Ticket: You must present a printed ticket to board the bus.

  • ID: Travel with a valid government-issued photo ID that matches the name on your ticket.

Seat Selection

  • Policy: Seat selection is available during the booking process.

  • Change: Once a seat is selected, it cannot be modified.

Travelling with Children

  • Unaccompanied Minors: Children under 18 cannot travel alone. They must be accompanied by an adult.

  • Infants: Children under 3 years old may travel for free on an adult’s lap (1 per adult).

Luggage Policy

  • Free Allowance:

    • Carry-On: 1 small personal item.

    • Checked Bags: Up to 2 pieces with a maximum of 25 kg (55 lbs) each.

  • Additional Allowance: Extra or oversized baggage may be accepted for an additional fee.

Pet Policy

  • General: Pets are not allowed to travel on Tufesa buses.

  • Service Animals: Only certified service animals are permitted, and documentation may be required.

Contact Information

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