Derechos y obligaciones del viajero

The different types of tickets, as well as multi-journey cards, are transport passes that entitle passengers to use the service.

 

Tickets and multi-journey cards are bearer passes and must therefore be used by the authorised person. Avanza staff may request the presentation of a national ID card or equivalent document to verify their validity.

 

Passengers must keep their transport pass with them throughout the journey, in good condition and legible, and make it available to any Avanza employee upon request. Users travelling without the corresponding transport pass or with an invalid pass must pay the maximum fare for the route on which they are travelling, without prejudice to any penalties that may apply under current regulations.

If the ticket purchased is subject to any type of discount, the passenger must prove entitlement to it by means of the original document or a certified copy, both at the time of purchase and during the journey.

 

To speed up boarding, passengers are advised to have their transport pass or the exact fare ready in advance. The driver is not required to provide change for amounts over €10 on urban and commuter services or over €20 on long-distance services.

 

Children under four years of age must pay 50% of the ticket fare, provided that this is not lower than the minimum applicable fare, unless the competent public authority establishes otherwise.

Passengers must board and alight from the bus at the stops designated for that purpose. At stops served by several routes, they must indicate their intention to board by raising their arm sufficiently in advance.

 

As a general rule, passengers must board the bus through the front door and alight through the middle or rear door, unless otherwise instructed by the driver or in exceptional circumstances. At bus stations and on school transport services, boarding and alighting must always take place through the front door.

 

Access through the middle or rear door is permitted, after prior notice to the driver, for wheelchair users, passengers travelling with pushchairs, and their companions. They must then approach the driver to pay or validate their transport pass, where applicable.

 

Passengers must request their stop sufficiently in advance. Alighting will take place through the middle or rear door, unless the driver indicates otherwise.

 

Children under four years of age may travel in unfolded pushchairs or strollers on buses designed to carry standing passengers and fitted with designated wheelchair spaces, provided that these spaces are not occupied or needed by persons with reduced mobility, who shall have priority. On commuter services, pushchairs may be carried folded in the luggage hold or unfolded in the space reserved for wheelchair users. In that case, they must be positioned facing backwards, with the wheels locked and the safety belt fastened. On long-distance services, baby strollers must always be folded and placed in the luggage hold.

 

Priority seats for persons with reduced mobility, pregnant women and elderly passengers, duly marked as such, must be respected.

 

Only wheelchairs and mobility scooters for persons with reduced mobility that comply with the applicable regulations, in particular UNE-EN 12184, and that do not exceed maximum dimensions of 1,300 x 700 mm or a maximum combined weight of 300 kg for the user and the wheelchair or scooter, will be permitted.

 

Any conduct that disrupts the proper operation of the service or affects safety, comfort or coexistence within the vehicle is prohibited. In particular, it is not permitted to board or alight from the bus while it is moving, to speak to or distract the driver while the vehicle is in motion, to enter the bus while intoxicated, to eat, drink, smoke, vape, consume toxic substances or narcotics, to throw objects out of the windows or inside the vehicle, to carry toxic or dangerous substances, or to board the bus without observing proper standards of decency, health and hygiene.

 

Travelling with live animals is not permitted, except in cases expressly authorised. Domestic animals may travel only on services equipped with a luggage hold, inside cages, baskets or pet carriers suitable for this purpose, provided by the passenger, with a waterproof base capable of containing waste. Properly identified assistance dogs are permitted in accordance with current legislation.

 

On long-distance services, bicycles must be carried in the luggage hold, properly packed and with the front wheel removed. On commuter services with a luggage hold, they may be carried inside it without being packed. On vehicles without a luggage hold, only folding bicycles will be permitted, provided that they are folded, placed on the central platforms, do not obstruct passenger movement, do not inconvenience other users, and the bus is not too full. Electric scooters may not be brought onto the bus or carried in vehicles with a luggage hold.

 

For safety reasons, large objects must be carried in the luggage holds of vehicles equipped with them.

Passengers are entitled to be treated properly by Avanza staff and to receive any assistance and information they request in relation to the service.

 

Lost property found on buses will be handed over to Avanza offices, where it will be kept for one month. After that period, it will be understood that the owners are no longer interested in recovering it, and Avanza may dispose of it. In order to collect it, ownership must be sufficiently proven.

Complaint forms will be available on board the vehicles and at ticket offices for anyone who requests them.

 

Any breach of these rules may result in the loss of the rights granted by the transport pass, including, where applicable, the refund of its amount, in addition to any consequences provided for under the applicable regulations.