Lost and found
You can phone us on 94 427 22 22, 945 26 46 26, 948 22 17 66 and you can also contact us by email on bonos@autobuseslaunion.com where you can specify the route and the time when you were travelling.
Relevant information for the traveler
For cancellation of outbound services for meteorological reasons, we follow the instructions of the relevant authorities. In these cases, circumstances can vary constantly. However, we will attempt to keep you informed on our webpage, or via the information and sales telephone service 94 427 11 11 or 945 26 46 26 or on social networks.
The ticket in itself serves as an invoice as it reflects all the necessary details and the VAT applied. However, if you need an invoice, you can opt to request this by email at bonos@autobuseslaunion.com and attach the tickets, and/or at ticket offices handing over the tickets.
Any claim or complaint you wish to make can be done in the section of our webpage, using the Complaint form or in the book of complaints of the buses or ticket offices.
- The ticket is your travel insurance, keep it throughout the trip, ready to show any company employee who may request it.
- Please, always check the details of your ticket when you receive it at the ticket office.
- Remember that the seats are limited. Be at the ticket office to buy your ticket half an hour before departure; this is the limit recommended for adequate planning of ticket issuance.
- To be absolutely sure of a seat, the company makes available a system of early purchase at ticket offices, vending machines and Internet seven days a week, enabling passengers to acquire the ticket up to one month beforehand.
- Passengers are advised to observe the sign positioned on the windscreen at the front of the bus, which indicates the bus route.
- It is strictly forbidden to smoke on the bus (Art. 6 R.D. 1293/1999), as well as eat or any action which might deteriorate or soil the vehicles.
- To undertake, without due cause, any act susceptible to distracting the attention of the driver or interfering with his/her work when the vehicle is in motion.
- Any behaviour which might endanger the physical integrity of the other users or which may be considered disruptive or offensive to them or the staff of the transport company or the staff who provide services in the bus station.
- To ignore instructions given by the staff of the holding company or authority in relation to the correct provision of the service and security conditions which must be observed throughout, as well as the indications given in posters positioned clearly in view inside vehicles or in bus stations.
Below are some important safety recommendations.
The Driver: is a professional especially trained for this work. In the vehicle he/she is your “safety expert”. Follow his/her instructions.
Doors and access: Locate where they are. Avoid all haste in getting on or off the bus.
Emergency hammers: The window-break hammers are near the windows marked as “emergency exit”. Use them only if it is impossible to exit by the doors.
Emergency door opening: The door-opening device is in full view, near the doors. It must only be used when the vehicle is stationary. By activating it, the doors are unlocked and open immediately.
First aid kit: All buses are equipped with one. It is normally positioned at the front of the vehicle, indicated by a pictogram.
Seat belts: If your seat is fitted with one, fasten it.
Extinguisher: It is situated at the front of the vehicle, normally near the driver’s seat.
Arrival at destination:Do not get up from your seat until the bus has come to a complete stop.
Luggage and pets
Luggage must be correctly placed in the overhead space without protruding. Never in the aisle or between your legs, or on the seat beside you. If these conditions are not fulfilled, then luggage must be stored in the baggage compartment.
If you want to take bicycles, surf-boards, skiis etc. on the bus you must check them in at the time of purchasing your ticket, so you will have to pay the corresponding price. The possibility of transporting these kinds of objects will be subject to the availability of space in the baggage compartment of the vehicle and, in any case, the maximum number of units that can be transported per vehicle will be three, and not more than one per passenger. You must correctly wrap special luggage (bicycles, surf-boards, skiis, musical instruments, etc.) to avoid damage or soiling the baggage of other passengers, and to protect your own. In the case of bicycles, apart from wrapping them, the front wheel must be disassembled. In the event of transporting these types of objects, you must be at the loading point at least ten minutes before the estimated departure time. If when arriving at the loading point it is confirmed there is no space for these objects in the baggage compartment, the company will adopt the necessary means to transport them in the next bus service where space is available, without the right to any compensation for this kind of change.
On the rute, from Bilbao to Vitoria-Gasteiz folding bikes and electric scooters must be placed in the hold of the coach and be correctly packaged by the passenger. The passenger does not pay an additional fee.
On the rute from Bilbao to Pamplona, all bicycles (including folding bikes) and scooters will be charged a fee of €10 and must be stored in the hold of the coach, duly packaged, by the passenger.
The purchase of a ticket gives you the right to freely transport case, rucksack or travel bag provided the dimensions are less than one cubic metre and do not exceed 30 kg overall, excluding special baggage which you must check in separately paying the corresponding price.
Instruments will be safe in the baggage compartment of the bus if they are protected and safeguarded in an appropriate crate together with the rest of the baggage. You decide the most appropriate packaging.
With regard to pets the general conditions of the service indicate:
- Animals are not permitted in the passenger compartment except for guide-dogs.
- Pets must always travel in the same bus as their owner.
- Only one pet per ticket/trip is allowed.
- Your pet must travel in the baggage compartment of the vehicle and inside a duly approved cage or a pet carrier, provided by the passenger, and adapted for this use. It is totally prohibited to transport pets outside their cage or carrier.
- Animals will be transported under the responsibility of their owner. [Download Pet Travel Authorisation]
If you would like more information about requirements consult the General Conditions of the transport service.
For security reasons, the transport of the following luggage is prohibited:
- Weapons and explosives
- Knives and bladed weapons
- Live animals and organic material (except pets in carriers)
- Hazardous materials
- Flammable materials
- High-capacity lithium batteries Industrial or heavy equipment
- Cargo or merchandise
- Electric scooters
- Electric unicycles
Minors
Children under 8 must always travel accompanied by an adult. Children under 8 unaccompanied by an adult will not be allowed on any bus. Unaccompanied children aged 8 to 16 will be allowed in regular transport services with the AUTHORISATION of the parents or legal guardians. Over 16-year-old minors may travel on our buses unaccompanied and without authorisation. When boarding the bus, the minor must show the ticket together with the authorisation document signed by his/her parents or guardians and stamped by the company. Without this document minors aged between 8 and 15 who wish to travel alone in our buses will not be able to do so.
- Line Bilbao and Margenes> Vitoria-Gasteiz and Line Bilbao-Pamplona: Children under 4 years of age may travel free of charge, together with an adult with a valid transport certificate, must be able to prove their age with official document. They have to take a zero ticket to travel on the bus. You can request it at the box office or if it is closed directly to the driver of the time you are going to travel. Self-selling machines don’t give it to you.
- Lines Valle de Ayala, Vitoria-Gasteiz to Durango and Miranda: Children under 6 can travel free of charge, together with an adult with a valid transport certificate, they must be able to prove their age with official document. They have to take a zero ticket to travel on the bus. You can apply directly to the driver of the time you are travelling.
- Line Vitoria-Gasteiz Airport line: Children under 2 can travel free of charge, together with an adult with a valid transport certificate, they must be able to prove their age with official document. They have to take a zero ticket to travel on the bus. You can request it at the box office or if it is closed directly to the driver of the time you are going to travel. Self-selling machines don’t give it to you.
Discounts for large families
The company facilitates discounts from large families regulations in the purchase of tickets and bonds
The following discounts:
- 20% disc. – Large Family General Category.
- 50% disc. – Large Family Special Category.
Conditions:
- Cumulative benefit to other discounts and promotions
- Available on all ALU ticket sales channels
- When accessing the bus, regardless of the purchase channel, you must show the driving staff, the Identity Document and the official Family Numerous Document, in force at the time of the trip, which certifies you as a beneficiary of the discount. This document must be either the official Large Family Card, official Large Family Book, or certified photocopy. A large digital family card will also be accepted as good. The large digital family card will also be accepted as good. They can provide this documentation in photography on a mobile device.
If the traveler does not have the document or it has expired, he/she must purchase a new ticket and pay the entire price without the discount of Large Family to be able to travel, since there is no option to cancel it or pay the difference.