Terms of service

The number of passengers carried may not exceed the authorised seating capacity. This means that all minors count towards the total number of passengers under Royal Decree 965/2006 and, consequently, all passengers must hold a ticket regardless of age.

Failure to be present at the place and time of departure will result in the loss of the journey and does not entitle the passenger to a ticket change or refund.

Passengers must present either a printed ticket or the booking reference number. For reservations, the digital QR code must be shown on a mobile device together with a national identity document or passport in order to prove ownership when boarding the coach.

Boarding the coach

All passengers must hold either a valid ticket or a reservation in order to board at stations. Payment may subsequently be made with a BAT/BARIK card or an ALU pass. Payment will only be taken on board when the ticket office is closed and at stops before or after the station.

Ticket prices

The total price of tickets purchased through ALU digital channels consists of the ticket fare applicable under the current concession, including any valid promotions and discounts, plus the administration fee for that sales channel. Please consult the website for single-ticket fares.

Administration fees for tickets purchased online

An administration fee is charged for single tickets purchased through the company’s app or official website. The fee applies to each ticket.

• Up to €3.00 -> 30 cents
• Up to €6.00 -> 60 cents
• Up to €9.00 -> 90 cents
• Over €9.00 -> €1.50

Travelling with minors

Children under six years of age travel free of charge, but they must still hold a ticket. Their zero-fare ticket must be linked to the purchase of an adult ticket; when booking, select two tickets and the corresponding fare for each passenger.

When boarding, staff may ask to see the child’s identity document in order to confirm their age. Any discrepancy will result in the automatic invalidation of the ticket. This ticket may be purchased at the ticket office or at www.autobuseslaunion.com.

Children aged 6 to 14, inclusive, must hold a personalised BAT/BARIK card in order to benefit from the zero fare. They must obtain a reservation with a QR code and validate it on board using their BAT or BARIK card. Reservations may only be obtained through the La Unión app or at www.autobuseslaunion.com.

Procedure for unaccompanied minors

Children aged 11 or under must always travel accompanied by an adult.

From the age of 12 —including 12- and 13-year-olds— unaccompanied minors may travel on regular public transport services, subject to the following conditions:

• If travelling alone, they must carry an authorisation document signed by a parent or legal guardian.
• The document must be submitted at the point of sale or ticket office.
• The minor must also carry a duplicate copy stamped by the company and show it to the driver when boarding.

There are two types of authorisation:

• Single-journey authorisation for a minor: valid only for one specific journey. The form must be completed and submitted at the ticket office.
• Temporary authorisation for a minor: for minors who frequently travel alone. It is valid for a maximum of one year for a specific origin and destination and must be signed by the parent or legal guardian.

Changes and cancellations policy for single tickets

A single ticket may only be cancelled if the request is made at least 2 hours before the journey begins, regardless of the sales channel. Tickets cannot be cancelled within the 2 hours before departure or after departure, and no refund will be issued.

Only one change is permitted, with no administration or cancellation fee. Once a change has been made, no further changes or cancellations will be accepted.

The date and/or time of the ticket may only be changed if requested at least 2 hours before departure and subject to seat availability on the newly requested service.

Cancellation charges are as follows: 10% if requested more than 48 hours before departure; 20% if requested between 48 and 24 hours before departure; and 30% if requested less than 24 hours but at least 2 hours before departure.

Tickets purchased at www.autobuseslaunion.com or through the La Unión app must be cancelled through the same channel in the Ticket Management section. Tickets purchased at a ticket office must be cancelled at the point of sale. Tickets purchased from station vending machines must be cancelled at La Unión sales points or ticket offices at Bilbao Intermodal Station or Vitoria-Gasteiz Coach Station.

Large family discounts

There are two categories of large-family discount: 20% general and 50% special.

La Unión staff may request a valid national identity document or passport together with current proof of large-family status. Any discrepancy will result in the automatic invalidation of the ticket.

Passengers travelling in wheelchairs

Passengers travelling in wheelchairs have access to designated spaces that allow them to remain seated in their own wheelchair. These spaces cost the same as the other seats on the vehicle.

When booking online, a designated wheelchair space may be selected. Once the ticket has been purchased, the company recommends notifying La Unión.

La Unión recommends travelling with a companion if the passenger needs special assistance to communicate or does not understand safety-related instructions given by staff.

Methods of payment

On official digital channels, the only accepted methods of payment are credit or debit card (Visa, 4B, Maestro and Mastercard) and Bizum.

At ticket offices, payment may be made in cash or by credit or debit card. BAT/BARIK/MUGI cards are not accepted.

On board, payment may be made by credit or debit card, BAT/BARIK card or cash. Tickets may be purchased directly on the coach when the ticket office is closed, subject to seat availability.

Luggage

Up to 20 kg free of charge.

Hand luggage:

• Hand-held items or packages are generally permitted provided they do not cause inconvenience or danger to other passengers.
• Small hand luggage —such as a backpack, travel bag or small suitcase— must fit safely in the overhead rack without protruding. It may not be placed on another seat, in the aisle, under the seat or between the passenger’s legs.
• Passengers are responsible for the care and safekeeping of their hand luggage.
• Except for water, food or drinks that may affect health, emit smells or noise, inconvenience other passengers or damage the vehicle’s fittings may not be carried.

Hold luggage:

• Maximum 20 kg free of charge.
• Food that may affect passengers’ health or damage other luggage may not be carried.

Ban on scooters:

• Since 10 January 2024, scooters and other battery-powered mobility devices have not been permitted on board.
• Vehicles used by passengers with reduced mobility are exempt from this ban.
• The measure is intended to safeguard passenger safety.

How to transport a bicycle, surfboard or ski equipment

• Surcharge: €5.
• Please check space availability with the company, as standard luggage has priority.
• The coaches have an 80 cm-high bicycle rack in the luggage hold. If it cannot be used, bicycles must be packed in a suitable transport bag. Due to space limitations, removing the front wheel is recommended.
• For electric bicycles, the passenger must take the battery on board.
• Transport is subject to available space in the luggage compartment.
• A maximum of three units may be carried per vehicle and no more than one unit per passenger.
• This luggage must be properly packed to avoid damaging or soiling other passengers’ luggage and to protect the passenger’s own equipment.
• Surfboards must be approximately no more than 2 metres long.
• Comparable sports or leisure equipment is subject to the same fares and conditions when its size or characteristics require it to be carried in the luggage hold.

Restrictions

• Dangerous, flammable or corrosive items, weapons, explosives or any other item that may cause damage or danger are not permitted.
• Passengers are advised not to carry food that may affect health or damage luggage.
• In the event of loss or damage to luggage, the passenger must immediately inform the driver on arrival and subsequently submit a claim to the company.
• In the event of theft, a report must first be filed with the competent authorities and the travel ticket must be provided in order to claim compensation.
• Missing luggage must also be reported to the driver when luggage is collected.

Special conditions for transporting pets

Article 11 of the General Traffic Regulations prohibits animals from travelling in the passenger compartment, except psychological support animals, assistance dogs and guide dogs, as well as any other duly prescribed animal accompanied by the relevant certificate. Such animals must always travel under the responsibility of and accompanied by their owner.

Pets:

• A maximum of one pet per service is permitted, understood as a dog or cat weighing no more than 10 kg.
• The animal must travel in the vehicle’s luggage hold, in a designated pet compartment and inside a secure, enclosed carrier provided by the passenger, with a waterproof base to contain any waste.
• Assistance dogs may travel inside the coach with passengers at no additional cost, provided they are properly documented.

Recommendations on the day of travel:

• Passengers must arrive at least 15 minutes before departure with the animal and personally place the carrier on board, following the driver’s instructions.
• The owner or responsible person must also remove the animal, ensuring that no other people are nearby in order to avoid inconvenience or danger to other passengers.
• The compartments will be cleaned and disinfected after the animal has been unloaded.

Transport of luggage and mobility aids

• Only wheelchairs that do not exceed the following dimensions may be carried in designated PMRSR spaces: 1,200 × 700 mm in length and width, and 1,090 mm in height. The maximum combined weight of the wheelchair and occupant is limited by the lifting platform’s maximum capacity, approximately 300 kg.
• Passengers may carry canes and crutches on board provided they can be stored without endangering other passengers.
• Other mobility aids must travel in the luggage hold as baggage. The maximum dimensions are 140 × 70 cm in length and width and 100 cm in height. Protective covers are recommended.
• Passengers carrying any of these items must arrive at least 15 minutes before departure with the equipment properly prepared.