Terms and conditions

Travel Insurance

Your ticket includes travel insurance; please keep it. Compensation for loss or damage to luggage will be governed by Article 62 of the Federal Highway, Bridge, and Motor Transport Law and its implementing regulations.

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Travel by Minors

For safety reasons, no one under the age of 16 is permitted to travel alone. They must be accompanied by an adult at all times.

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Ticket Changes

You can only change your departure date and time, and this must be done at least 60 minutes before your scheduled departure time.

You can do this through our Contact Center at 477 710 0060, between 5:30 a.m. and 11:50 p.m., if you purchased your ticket through one of the following channels:

• Call Center
• Ticket counters (except for open-date and electronic tickets)
• Primera Plus sales kiosks located in major shopping centers (except for open-date and electronic tickets)
• Website
• App
• Travel agency

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Student and Teacher Discounts

These discounts apply during the school holidays specified by the SEP in the school calendar it publishes each year (Easter, summer break, and end-of-year break); they are valid for schools and universities registered with the SEP.

• Student: 50% off the full rate.
• Teacher: 25% off the full rate.

Policies and Restrictions:

• The validity dates for teacher and student discounts are based on those established by the SEP calendar; therefore, the discounts apply to institutes, schools, universities, and educational complexes located in Mexico. Exchange students must present documentation verifying their status.
• Passengers must present a physical ID or any physical or electronic document verifying that they are currently enrolled in school or are a teacher, both at the time of purchase and when boarding the bus. (Stamp verifying the academic period.)
• The ticket is not transferable to another person.
• Subject to availability.
• Does not apply to Open Tickets.
• Not valid for destinations that include either of the following origins or destinations: Guadalajara International Airport, Querétaro International Airport, Guanajuato International Airport, Felipe Ángeles International Airport (AIFA), and Benito Juárez International Airport (Terminals 1 and 2).
• Discounts cannot be combined.
• The discount applies only up to the undergraduate level. It does not apply to master’s degrees, doctorates, graduate programs, etc.

If the passenger fails to present a document or official identification proving that they are a current student or faculty member, they must pay the difference based on the full fare.

Student Discount During School Breaks Other Than Those Set by the SEP

To receive the discount, you must present a document with the following characteristics:

• On official letterhead.
• Stamped.
• Signed by an educational official from the institution.
• Include your name.
• Vacation period.

Once these requirements are met, you must go to the ticket office with the original document and a copy, as well as your valid student ID.

Policies and Restrictions:

• Passengers must present a valid physical student ID, or any physical or electronic document proving their student status, both at the time of purchase and when boarding the bus. (Stamp indicating the current academic term).
• The ticket is not transferable to another person.
• Subject to availability.
• Does not apply to Open Tickets.
• Does not apply to destinations that include either the origin or destination locations: Guadalajara International Airport, Querétaro International Airport, Guanajuato International Airport, Felipe Ángeles International Airport (AIFA), and Benito Juárez International Airport (Terminals 1 and 2).
• Discounts cannot be combined.
• The discount applies only up to the undergraduate level. It does not apply to master’s degrees, doctorates, graduate programs, etc.

If you are unable to present valid official identification or a document proving eligibility for any of the above discounts, you must pay the difference based on the full fare.

IMPORTANT

Schedule changes can only be made before the date and time indicated on your ticket.

Outside of our Contact Center’s business hours, you must go to the ticket office before the date and time indicated on your ticket.

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Policies and Requirements for Transporting Pets

In the passenger compartment:

• Pets may not travel in any seat under any circumstances.
• Pets must always be checked in before boarding.
• Passengers may bring the following types of service animals onto the bus:

• Guide dog: Must have a distinctive harness (handle) on its back, which the passenger holds onto. Present documentation certifying the animal’s status as a Visual Assistance Animal.
• Service dog: Must have a certificate from the association that trained the dog, which must include a photograph of both the animal and the passenger (they are considered a team).
• Medical alert dog: Must have an original, stamped medical certificate specifying that the dog is necessary for the passenger’s health or treatment.
• Emotional support dogs: These are prescribed by a mental health specialist (psychiatrist or psychologist) via an original, stamped medical certificate specifying that the dog is necessary for the client’s health or treatment; in addition, the client must present a complete vaccination record; the dog must wear a leash, harness, and identification tag; If any of the requirements listed here are not met, the emotional support animal will be transported as a pet in the bus’s luggage compartment, in accordance with the applicable requirements.

IMPORTANT

Passengers must carry a cleaning kit consisting of: an absorbent mat, a cloth, and a trash bag.

To use this service, passengers should contact the staff in charge so they can be provided with the necessary amenities for their trip.

In the bus’s luggage compartment

1. You must always have your pet’s documentation ready before boarding.
2. This is permitted if the following requirements are met:

• The pet must travel in a carrier that is in good condition and appropriately sized for the pet.
• Carriers must be made of durable, waterproof materials, with holes in the walls and/or roof to allow for adequate ventilation, and a sturdy, secure door that closes tightly to prevent the animal from escaping.
• The pet must remain calm throughout the entire trip; for this reason, you must administer a sedative 30 minutes before departure (as prescribed by a veterinarian).
• The pet must travel in the lower section of the bus alongside the luggage (luggage compartment).
• Do not travel for more than 6 hours; for trips longer than 8 hours, you should consider a stopover with a rest period.
• Bring your pet’s health and vaccination certificates in case of a veterinary inspection.
• Transportation of the pet is at the customer’s own risk.
• In the event of any damage to the vehicle or to customers’ belongings caused by the transported pet, the owner will be held responsible.

You must contact the person in charge to request this service so that we can make the necessary arrangements for your trip.

IMPORTANT

We recommend this method of transport for short trips, and only one pet per passenger may be checked in. In the event of inspections conducted by parties other than us, the customer must present the required documentation at that time.

Baggage and Excess Baggage Policies

Passengers are entitled to transport, in the luggage compartment at the bottom of the bus, up to 25 kg of luggage per ticket purchased.

It is not permitted to transport coolers or containers holding perishable food or liquids that, due to their nature—whether through spillage or decomposition—could affect the luggage of other passengers on board the bus or cause foul odors, as well as corrosive liquids or any type of flammable material.

Luggage Claim Policies

The maximum time limit for filing a claim for lost, misplaced, or damaged luggage is 72 hours after the trip has ended.

The investigation process takes approximately 72 hours. If the luggage is not located, compensation will be provided in accordance with the provisions of the Communications and Transportation Law.

• We are not responsible for black bags containing items or clothing; these are transported at the customer’s own risk. However, they will be accepted and labeled for tracking purposes along with the rest of the luggage on the bus.

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Open Ticket Terms and Conditions

This type of ticket does not have a set travel date; for your convenience, the date is determined by the customer at a later time. It is valid for 180 days from the date of issuance. To board the bus, you must exchange the ticket at the ticket counter before the departure of the service you wish to take. (Subject to seat availability; therefore, it is important to exchange the ticket well in advance.)

• Once the ticket’s validity period has expired, no cancellations or refunds are permitted.

You can also exchange your Open Ticket through our app and website.

Restrictions on redeeming Open Tickets via the website and/or app:

• Open Tickets can only be redeemed once.
• Once the ticket has been redeemed, no cancellations or refunds are permitted.
• Subject to schedule availability.
• Only adult-category tickets may be redeemed; for other categories, you must visit the nearest ticket counter.

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Cancellations

Tickets purchased at ticket windows or booths

You may cancel your ticket by visiting the ticket window at least 60 minutes before the departure time indicated on your ticket.

• Expired ticket: No refund will be issued.
• A ticket that has been transferred once cannot be canceled.
• The ticket must be presented in order to be canceled.
• The ticket must be complete, legible, and free of any cross-outs.
• Does not apply to tickets accumulated through the Doters program, in accordance with the DOTERS TERMS AND CONDITIONS – Primera Plus.

Tickets purchased through the Contact Center, Website, or Mobile App

Cancellations can only be made by contacting the Contact Center at 477 710 00 60 between 5:30 a.m. and 11:50 p.m., at least 60 minutes before the departure time indicated on your ticket.

• Expired ticket: No refund will be issued.
• A ticket that has been transferred once cannot be canceled.
• The ticket must not have been redeemed at the ticket counter.
• The cardholder or the passenger may contact us to make the cancellation.
• Partial cancellations are not permitted. Examples: When a round-trip ticket is purchased, the outbound leg is used, and the return leg is to be canceled; when multiple tickets are purchased and one or more are to be canceled.
• For cancellations OUTSIDE the Contact Center’s business hours—that is, between 12:01 a.m. and 6:59 a.m.—you must go directly to the ticket counters at the nearest terminal to process your cancellation.
• Does not apply to tickets accumulated through the Doters program, in accordance with the DOTERS TERMS AND CONDITIONS – Primera Plus.
• Does not apply to tickets purchased with discount coupons or through the Compra Anticipada promotion.

Travel Agencies and Other Authorized Points of Sale

Cancellations may only be made at the travel agency or point of sale where you purchased your ticket, at least 180 minutes before the departure time indicated on the ticket, during the business hours specified by each establishment. Refunds for this reason will be subject to the terms and conditions of each travel agency or authorized point of sale.

Tickets purchased on the website or through the app, paid for with PayPal

To cancel a ticket, you must contact the Contact Center at 477 710 00 60 between 5:30 a.m. and 11:50 p.m., at least 60 minutes before the departure time indicated on your ticket.

Conditions:

• Expired ticket: No refund will be issued.
• A ticket that has been transferred once cannot be canceled.
• The ticket must not have been redeemed at the ticket counter.
• The cardholder or the passenger may contact us to cancel the ticket.
• Partial cancellations are not permitted. Examples: when a round-trip ticket is purchased, the outbound leg has been used, and you wish to cancel the return leg; when multiple tickets are purchased and you wish to cancel one or more of them.
• For cancellations OUTSIDE the Contact Center’s operating hours—that is, between 12:01 a.m. and 6:59 a.m.—you must go directly to the ticket counters at the nearest terminal to process your cancellation.
• Does not apply to tickets accumulated through the Doters program, in accordance with the DOTERS TERMS AND CONDITIONS – Primera Plus.
• Does not apply to tickets purchased with discount coupons or through the Compra Anticipada promotion.

Tickets purchased on the website or through the app, paid via OXXO PAY

To cancel your ticket, you must contact the Contact Center at 477 710 00 60 between 5:30 a.m. and 11:50 p.m., at least 60 minutes before the departure time listed on your ticket.

Conditions:

• A cancellation fee of 4.64% of the amount paid per transaction will apply.
• Expired ticket: No refund will be issued.
• A ticket that has been transferred once cannot be canceled.
• The ticket must not have been redeemed at the ticket counter.
• The cardholder or the passenger may contact us to cancel the ticket.
• Partial cancellations are not permitted. Examples: When a round-trip ticket is purchased, the outbound leg has been used, and the passenger wishes to cancel the return leg. When multiple tickets are purchased and the passenger wishes to cancel one or more of them.
• For cancellations OUTSIDE the Contact Center’s business hours—that is, between 12:01 a.m. and 6:59 a.m.—you must go directly to the ticket office at the nearest terminal to process your cancellation.
• Does not apply to tickets accumulated through the Doters program, in accordance with the DOTERS TERMS AND CONDITIONS – Primera Plus.
• Does not apply to tickets purchased with discount coupons or through the Compra Anticipada promotion.

Tickets purchased on the website or through the mobile app, with Aplazo payment.

To cancel your ticket, you must contact the Contact Center at 477 710 00 60 between 5:30 a.m. and 11:50 p.m., at least 60 minutes before the departure time indicated on your ticket.

Conditions:

• Expired ticket: No refund will be issued.
• A ticket that has been transferred once cannot be canceled.
• The ticket must not have been redeemed at the ticket counter.
• The cardholder or the passenger may contact us to cancel the ticket.
• Partial cancellations are not permitted. Examples: When a round-trip ticket is purchased, the outbound leg is used, and the passenger wishes to cancel the return leg; or when multiple tickets are purchased and the passenger wishes to cancel one or more of them.
• For cancellations OUTSIDE the Contact Center’s business hours—that is, between 12:01 a.m. and 6:59 a.m.—you must go directly to the ticket office at the nearest terminal to process your cancellation.
• Does not apply to tickets accumulated through the Doters program, in accordance with the DOTERS TERMS AND CONDITIONS – Primera Plus.
• Purchases and cancellations made using the “Aplazo” payment method are subject to the Aplazo Terms and Conditions.
• Does not apply to tickets purchased with discount coupons or through the Compra Anticipada promotion.

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Refund Policy

For purchases made at ticket offices, sales kiosks, the Contact Center, the website, and the mobile app, refunds will be issued via the same payment method used by the customer—cash and/or credit or debit card (please check with your bank regarding refund terms).

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Exchanging Tickets Purchased Through the Contact Center

To redeem your ticket, please go directly to the ticket window and arrive 30 minutes in advance with the following documents and information:

• The cardholder’s official identification.
• The credit card used to make the purchase.
• The transaction number.

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Terms and Conditions for Purchases When Making a Reservation on Our Website and Selecting Payment at an OXXO Store

This reservation does not guarantee a seat until payment is made; therefore, the seat is only a suggestion.

When purchasing tickets with the Doters Exclusive Fare, OXXO Pay is not available as a payment method.

In the event of a ticket cancellation, you will be charged a penalty of 4.64% of the amount paid.

To cancel a ticket, you must call 477 710 00 60 at least 60 minutes before the departure time.

Conditions:

• The ticket must not have been exchanged at the box office.
• The ticket must be valid.
• Does not apply to ticket purchases with discounts for:
  • INAPAM
  • Students
  • Teachers
  • People with disabilities
  • Minors

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Discounts offered by the Primera Plus website and app

• Get 10% off your one-way ticket at primeraplus.com.mx and on the app.
• You can receive a 10% discount on your return trip as long as you book a round-trip ticket in a single transaction for the same origin and destination.

Conditions:

• Applies only to the Adult category.
• Does not apply to ticket purchases with the following discounts:
  • INAPAM/INSEN
  • Students and Teachers
  • Minors
  • People with disabilities

• The following routes are excluded:
  • Mexico City Airport T1 and T2 – Querétaro
  • Querétaro – Mexico City Airport T1 and T2
  • Mexico City Airport T1 and T2 – Querétaro Norte
  • Querétaro Norte – Mexico City Airport T1 and T2
  • Guadalajara Central Nueva – Mazatlán
  • Mazatlán – Guadalajara Central Nueva
  • Terminal Zapopan – Mazatlán
  • Mazatlán – Terminal Zapopan
  • Mazatlán – Guadalajara Central Nueva
  • Autlán – Guadalajara
  • Autlán – Unión de Tula
  • Autlán – Tren Ligero
  • Autlán – Melaque
  • Autlán – Casimiro Castillo
  • Autlán – La Huerta
  • Autlán – Periférico
  • Autlán – Manzanillo
  • Autlán – Cihuatlán
  • Autlán – Tomatlán
  • Autlán – Santiago
  • Autlán – Morelos
  • Autlán – Campo Acosta
  • Autlán – El Super
  • Autlán, Pto. Vallarta
  • Autlán – Villa Purificación
  • Autlán – El Tuito
  • La Barca – Méx. Ctral. Norte
  • Casimiro Castillo – Guadalajara
  • Casimiro Castillo – Autlán
  • Casimiro Castillo – La Huerta
  • Casimiro Castillo – Melaque
  • Casimiro Castillo – Tren Ligero
  • Casimiro Castillo – Unión de Tula
  • Casimiro Castillo – Manzanillo
  • Casimiro Castillo – Tomatlán
  • Casimiro Castillo – Cihuatlán
  • Casimiro Castillo – Campo Acosta
  • Casimiro Castillo – Morelos
  • Casimiro Castillo – Santiago
  • Cihuatlán – Autlán
  • Cihuatlán – La Huerta
  • Cihuatlán – Melaque
  • Cihuatlán – Casimiro Castillo
  • Cihuatlán – Tomatlán
  • Cihuatlán – Unión de Tula
  • Guadalajara – Autlán
  • Guadalajara – Melaque
  • Guadalajara – Unión de Tula
  • Guadalajara – Tomatlán
  • Guadalajara – Casimiro Castillo
  • Guadalajara – La Huerta
  • Guadalajara – El Tuito
  • La Huerta – Guadalajara
  • La Huerta – Autlán
  • La Huerta – Casimiro Castillo
  • La Huerta – Melaque
  • La Huerta – Manzanillo
  • La Huerta – Tomatlán
  • La Huerta – Unión de Tula
  • La Huerta – Santiago
  • La Huerta – Cihuatlán
  • La Huerta – El Super
  • La Huerta – Campo Acosta
  • La Huerta – Morelos
  • Manzanillo – Melaque
  • Manzanillo – Autlán
  • Manzanillo – Tomatlán
  • Manzanillo – La Huerta
  • Manzanillo – Casimiro Castillo
  • Manzanillo – Unión de Tula
  • Melaque – Guadalajara
  • Melaque – Pto. Vallarta
  • Melaque – Colima
  • Melaque – Manzanillo
  • Melaque – Autlán
  • Melaque – Mex. Ctral. Norte
  • Melaque – Tren Ligero
  • Melaque – La Huerta
  • Melaque – Santiago
  • Melaque – Casimiro Castillo
  • Melaque – Unión De Tula
  • Melaque – Tomatlán
  • Melaque – Periférico
  • Melaque – Cihuatlán
  • Melaque – Morelos
  • Melaque – Campo Acosta
  • Melaque – El Super
  • Melaque – El Tuito
  • Melaque – Tecomán
  • Melaque – Leon
  • Pto. Vallarta – Colima
  • Pto. Vallarta – Melaque
  • Pto. Vallarta – Tomatlán
  • Pto. Vallarta – La Huerta
  • Santiago – Melaque
  • Santiago – Autlán
  • Santiago – La Huerta
  • Santiago – Casimiro Castillo
  • Santiago – Tomatlán
  • Santiago – Unión De Tula
  • Tomatlán – Guadalajara
  • Tomatlán – Pto. Vallarta
  • Tomatlán – Morelos
  • Tomatlán – Melaque
  • Tomatlán – Manzanillo
  • Tomatlán – Colima
  • Tomatlán – Campo Acosta
  • Tomatlán – Santiago
  • Tomatlán – El Tuito
  • Tomatlán – Cihuatlán
  • Tomatlán – El Super
  • Tomatlán – La Huerta
  • Terminal Tlaquepaque – Autlán
  • Terminal Tlaquepaque – Unión De Tula
  • Terminal Tlaquepaque – Melaque
  • Terminal Tlaquepaque – Casimiro Castillo
  • Terminal Tlaquepaque – Tomatlán
  • Terminal Tlaquepaque – La Huerta
  • Terminal Tlaquepaque – El Tuito
  • Unión de Tula – Guadalajara
  • Unión de Tula – Autlán
  • Unión de Tula – Melaque
  • Unión de Tula – Tren Ligero
  • Unión de Tula – Casimiro Castillo
  • Unión de Tula – La Huerta
  • Unión de Tula – Manzanillo
  • Unión de Tula – Cihuatlán
  • Unión de Tula – Santiago
  • Unión de Tula – Tomatlán
  • Aepto. Felipe Ángeles – Querétaro
  • Aepto. Felipe Ángeles – San Juan del Río
  • Apatzingán – Aeropuerto Guadalajara
  • Colima – Aeropuerto Guadalajara
  • Guanajuato – Aeropuerto Guadalajara
  • Guadalajara – Aeropuerto Guadalajara
  • Manzanillo – Aeropuerto Guadalajara
  • Morelia – Aeropuerto Guadalajara
  • León – Aeropuerto Guadalajara
  • Pátzcuaro – Aeropuerto Guadalajara
  • Querétaro – Aeropuerto Felipe Ángeles
  • Los Reyes – Aeropuerto Guadalajara
  • San Juan del Río – Aeropuerto Felipe Ángeles
  • Uruapan – Aeropuerto Guadalajara
  • Zacapu – Aeropuerto Guadalajara
  • Zamora – Aeropuerto Guadalajara

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Terms and Conditions for Primera Plus Wi-Fi Hotspots

1. About the Network

Please be advised that the free Wi-Fi services provided by Primera Plus for the convenience of its customers allow you to connect to a public Wi-Fi network, which poses security risks that could compromise the confidentiality of your information. For your security and a better browsing experience, we recommend:

• Avoid conducting financial transactions or sharing personal, confidential, or sensitive information while you are online.
• Use encryption software, such as VPNs (virtual private networks), to protect your data and maintain your privacy while browsing.
• Log out of your accounts when you’re finished using them, and don’t save passwords on shared devices.

2. About Service Availability

WiFi in waiting rooms: Internet access is free, but users must first register to activate it. Browsing speed will depend on the number of connected devices.

WiFi on board the bus: Internet access is subject to the telecommunications provider’s coverage.

Wi-Fi on Starlink buses: Internet access is free during the trip for basic browsing and messaging. The service can be extended for 25 pesos. This service is available on select Primera Plus buses on the following routes: Mexico City International Airport–Querétaro and vice versa; Guadalajara–Mexico City North and vice versa; Guadalajara–Puerto Vallarta and vice versa; and Mexico City–León and vice versa.

3. Usage Restrictions

In order to provide the best browsing experience for all users, video and audio playback has been disabled on streaming apps and websites. Social media, email, messaging, and utility apps remain enabled.

4. Disclaimer

Primera Plus is not liable for data loss, unauthorized access, malware, misuse of the network, or potential external vulnerabilities

5. Acceptance

Use of the Wi-Fi services implies acceptance of these terms, as well as acknowledgment of our Privacy Notice.

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Terms and Conditions for Promotional Coupons

The use of promotional coupons is subject to the following conditions. By using a coupon, the customer expressly accepts these terms:

Availability

• Only valid coupons that have been properly published through Primera Plus’s official channels (website [primeraplus.com.mx], social media, and email), as well as through previously authorized brand channels, individuals, or electronic media, will be accepted.
• The coupon’s validity period will be clearly specified in the promotional image or in the media where it is published. Once expired, it cannot be reused or redeemed.
• Tickets purchased with promotional coupons are non-cancelable, non-refundable, non-transferable, and cannot be exchanged.

Validity and Terms

• They are valid only on the specific dates listed for each promotion.
• They cannot be combined with other promotions, discounts, or special offers.
• They apply exclusively to the routes and schedules indicated in the corresponding promotion.
• They are not valid for purchases at ticket counters.
• Coupons found on unofficial websites, pages, forums, groups, or media not verified by Primera Plus are not valid, and their use is the user’s responsibility.

For questions or assistance regarding the use of coupons, please contact the Contact Center at 477 710 00 60 during business hours: 5:30 a.m. to 11:50 p.m.

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Terms and Conditions of the Compra Anticipada

• Itineraries are subject to change without prior notice.
• Does not apply to open tickets.
• Non-cancellable ticket.
• Non-refundable ticket.
• Seats, fares, and discounts are always subject to availability.
• Fares are offered on Tuesdays, Wednesdays, and Thursdays.
• Users may purchase their tickets up to 30 days in advance and receive a discount of up to 30%.
• Discounts ranging from 20% to 30% are available on Tuesdays, Wednesdays, and Thursdays; they are valid only for online purchases and while supplies last.
• The maximum discount is 30% on purchases made exclusively at primeraplus.com.mx and through our app.
• This promotion applies only to full-price tickets and cannot be combined with other promotions or coupons.
• For more information, see Compra Anticipada

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IMPORTANT

Arrival times are approximate and depend on factors such as traffic, weather, and/or unforeseen road conditions that ARE BEYOND OUR CONTROL.

The ticket is valid only for boarding at the origin and at the time indicated on it. You will not be able to board at bus stations or terminals other than those indicated on your ticket.