Changes Policy

National and international tickets

The date or time of a ticket may only be changed up to 2 hours before the scheduled departure and will depend on the availability of seats at the new time or date requested.

IMPORTANT: in date changes on return tickets, the outward date can never exceed the return date.

Tour packages: no changes are allowed in the tour packages purchased. If you need to change, you must cancel the purchase and start a new purchase process.

Tickets purchased through the information and sales service may be changed by calling the passenger service hotline at +34 91 020 7007, and in the Ticket management section of the website. Tickets purchased through the website www.alsa.com/en and the Alsa app may be changed on the channel used to purchase them by visiting the Ticket management section on the website and the My journeys section on the app. In all of the above cases, this applies as long as the tickets have not already been printed at a point of sale.

Tickets purchased using PayPal may only be printed, changed or cancelled via the Alsa website. They cannot be printed, changed or cancelled at our points of sale or over the phone. The only tickets purchased through PayPal that can be printed at a point of sale are tickets purchased for international routes.

Price changes may be made in accordance with current conditions, and only for the same or a higher value. The discount on special promotions with specific sale dates will not be maintained after the end of their validity.

National tickets only

* Tickets purchased before 01/04/2025

Ticket changes are free of charge if requested at least 8 days in advance. If requested between 7 days and 48 hours before the travel time, a 5% surcharge will apply. An additional 10% surcharge applies if the change is requested between 48 and 24 hours in advance, and 20% in the 24-2h interval.

No ticket change surcharges will apply for Alsa Plus customers.

* Tickets purchased from 01/04/2025

Ticket changes are free of charge if requested at least 8 days in advance. If requested between 7 days and 48 hours before the travel time, the surcharge will be 10% for non-Alsa Plus customers and free for Alsa Plus customers. An additional surcharge of 20% for non-Alsa Plus customers and 10% for Alsa Plus customers applies if the change is requested between 48 and 24 hours in advance, and 30% for non-Alsa Plus customers and 20% for Alsa Plus customers if requested between 24 and 2 hours before the trip.

From May 5, 2025, for Alsa Plus customers, changes will be free up to 48 hours before the bus departure.

If the new ticket has a higher fare, the difference in price between the two fares must be paid.

International tickets only

Ticket changes are free of charge if the change is requested at least 30 days before the day of travel. A fee of 25% of the ticket price is charged if the change is requested 7 to 29 days in advance. For changes made less than 1 to 6 days in advance, or less than 1 day and up to 2 hours in advance, a 50% surcharge will apply.

If the new ticket has a higher fare, the difference in price between the two fares must be paid.

Cancellation Policy

National and international tickets

Tickets may only be cancelled if said cancellation is requested at least 2 hours before the scheduled departure time.

When cancelling return tickets, the return ticket must be cancelled before cancelling the outgoing ticket. Otherwise, the system will not allow it.

Tourist packages: cancellation of tourist packages is only possible if requested at least 24 hours before the start of the service.

Tickets purchased through the information and sales service may be cancelled by calling the passenger service hotline at +34 91 020 7007, and through the Ticket management section of the website. Tickets purchased through the website www.alsa.com/en and the Alsa app may be cancelled on the channel used to purchase them by visiting the Ticket management section on the website and the My journeys section on the app. In all of the above cases, this applies as long as the tickets have not already been printed at a point of sale.

Tickets purchased using a bank card may only be refunded to the card used to make the purchase.

Tickets purchased using PayPal may only be printed, changed or cancelled via the Alsa website. They cannot be printed, changed or cancelled at our points of sale or over the phone. The only tickets purchased through PayPal that can be printed at a point of sale are tickets purchased for international routes.

If the passenger fails to show up at the time and place of departure, this is considered a no-show and the passenger has no right to change the ticket or receive a refund.

National tickets only

* Tickets purchased before 01/04/2025

Cancellation is free of charge if made at least 8 days in advance. If made between 7 days and 48 hours before the travel date, the surcharge will be 10%. If cancellation is requested between 48 and 24 hours in advance, the company will refund the ticket amount, deducting 20%. If requested less than 24 hours and up to 2 hours before departure, the surcharge will be 30%.

No cancellation surcharges will apply for Alsa Plus customers.

* Tickets purchased from 01/04/2025

Cancellation is free of charge if made at least 8 days in advance. If made between 7 days and 48 hours before the travel date, the surcharge will be 20% for non-Alsa Plus customers and free for Alsa Plus customers. If cancellation is requested between 48 and 24 hours in advance, the company will refund the ticket amount, deducting 30% for non-Alsa Plus customers and 15% for Alsa Plus customers. If requested less than 24 hours and up to 2 hours before departure, the surcharge will be 50% for non-Alsa Plus customers and 30% for Alsa Plus customers.

For Alsa Plus customers, from May 7, 2025, cancellations will be free if requested at least 48 hours in advance.

International tickets only

Cancellations are free of charge when made at least 30 days before the day of travel on tickets that have not been previously changed. A fee of 25% of the ticket price is charged if the change is requested 7 to 29 days in advance. For changes made 1 to 6 days in advance, a 50% surcharge will apply, while changes made less than 1 day and up to 2 hours in advance will incur a 75% surcharge.