Terms and Conditions

Your safety and peace of mind are our priority. See the policies that govern your trip with Primera Plus.

General offices

Address:
Blvd. La Luz #2011, C.P. 37270, Col. Las Fuentes, León, Gto.

Contact Center and Customer Service telephone:
477 710 00 60.

Autobuses de la Piedad, S.A. de C.V. R.F.C. API-660927-3E0

IMPORTANT:

The company is not liable for delays to service schedules, arising from unforeseeable events and/or force majeure.

For tickets purchased on the website or the app, the customer must show their a legible ticket on your mobile device so the QR code can be scanned and thus be able to board the bus directly.

It is an essential requirement present a valid ID card or restamped when buying the ticket at the counter and when boarding the bus, for the following types of discount:
– Student
– INAPAM/INSEN
– Teacher
– Disabilities

If you do not show valid official identification or a document proving one of the discounts above, you will have to pay the difference based on the full fare.

For any clarification, call the Customer Service: 477 710 00 60, during the hours of 05:30 to 23:50.

Questions or clarifications of Additional Coverage only, call 800 249 0157.

Traveller insurance

Your ticket includes traveller insurance, please keep it. Compensation for loss of or damage to luggage will be governed in accordance with article 62 of the Federal Roads, Bridges and Motor Carrier Transport Act and its regulations.

Travel by minors

For safety reasons, no passenger under 16 years of age may travel alone. They must be accompanied by an adult at all times.

Ticket Change

You may only change your departure date and time, and it must be done with a at least 60 minutes before the departure of the assigned schedule.

You can do this through our Contact Center 477 710 0060, during the hours of 05:30 to 23:50 if your purchase was made by the following means:

Call Center
Ticket counters (except open and electronic tickets)
Primera Plus sales kiosks located in the main shopping centres (except open and electronic tickets).
Website
App
Agency

Student and teacher discounts

They apply during the vacation season set by the SEP in the school calendar it publishes each year (Easter week, summer vacation and the end of year); they are valid for schools and universities registered with the SEP.

Student: 50% off the full fare.
Teacher: 25% off the full fare.

Policies and restrictions:

Valid only during the vacation period, as defined in the SEP calendar at www.sep.gob.mx.
The passenger must present their valid ID proving that they are a teacher or student, both at the time of purchase and when boarding the bus. (Restamped for the term studied).
The ticket is not transferable to another person.
Subject to availability.
Does not apply to Open Tickets.
Does not apply to destinations that include both the origins and the 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 undergraduate level. It does not apply to master's degrees, doctorates, postgraduate studies, etc.

If you do not show identification valid official identification or a document proving one of the discounts above, you will have to pay the difference based on the full fare.

Student discount in seasons other than those of the SEP
To take advantage of the discount you must show a certificate with the following characteristics:

On letterhead.
Sealed.
Signed by an educational authority of the institution.
Include your name.
Vacation period.

Once the requirements have been met, they must arrive at the ticket counter with the original document and a copy, as well as presenting their valid student ID.

Policies and restrictions:

The passenger must present their valid ID proving that they are a student, both at the time of purchase and when boarding the bus. (Restamped for the term studied).
The ticket is not transferable to another person.
Subject to availability.
Does not apply to Open Tickets.
Does not apply to destinations that include both the origins and the 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 undergraduate level. It does not apply to master's degrees, doctorates, postgraduate studies, etc.

If you do not show the valid official identification or a document proving one of the discounts above, you will have to pay the difference based on the full fare.

IMPORTANT:

A schedule change may only be made before the date and time assigned on the ticket.

Outside our Contact Center's service hours, you must go to the ticket counter before the date and time shown on your ticket.

Policies and requirements for transporting Pets

In the passenger cabin:

The pet may not travel in any seat under any circumstances.
The pet must always be checked in before boarding.
Passengers may bring into the bus assistance pets, which are exclusively:

Guide dog (seeing-eye): it has a distinctive harness (handle) on its back, which the customer holds it by. Present the document certifying the animal's status as a Visual Support Animal.
Assistance dog: they have a certificate from the association that trains them, which must include a photograph of the animal and of the customer (they are considered a pair).
Medical alert dog: they must have an original medical certificate bearing a stamp stating that it is necessary for the customer's health or treatment.
Emotional support dogs: they are prescribed by a mental health specialist (psychiatrist or psychologist) by means of an original medical certificate bearing a stamp stating that it is necessary for the customer's health or treatment; in addition, a complete vaccination record must be shown; they must wear a lead, harness and identification tag; if any of the requirements stated here are not met, the Emotional Support Animal will be transported as a pet in the luggage compartment of the bus, subject to the requirements.

IMPORTANT:

The passenger must bring a cleaning kit consisting of an absorbent mat, a cloth and a bag for waste.

In order to use this service, the passenger must speak to the member of staff in charge, so that the necessary arrangements can be made for their trip.

In the luggage compartment of the bus

The pet must always be checked in before boarding.

It is possible if you meet the following requirements:

It must travel in a carrier in good condition and of a size appropriate to the pet.
Carriers must be built from sturdy, waterproof materials, provided with openings in the walls and/or roof allowing sufficient ventilation, with a strong, sturdy access door, firmly closed to prevent the animal from escaping.
The pet must remain calm throughout the whole journey; for this reason a sedative must be administered 30 minutes before departure (as prescribed by a vet).
It must travel in the lower part of the bus alongside the luggage (luggage compartment).
Do not travel for more than 6 hours; for trips longer than 8 hours, you should allow for a stopover with a rest period.
Bring their health and vaccination certificate in case of a phytosanitary inspection.
Transporting the pet is at the customer's risk.
In the event of any damage to the vehicle or to customers' belongings caused by the pet being transported, this will be the owner's responsibility.

You must speak to the member of staff in charge to request this service, so that they can make the necessary arrangements for your trip.

IMPORTANT:
It is advisable to transport them this way when it is a short trip and it may only be checked in one pet per passenger. In the event of inspections external to us, the customer must show the required supporting documentation at the time.

Baggage check-in and excess baggage policies

The passenger is entitled to transport, in the lower part of the bus (luggage compartment), up to 25 kg of luggage per ticket purchased.

It is not permitted the transport of cooler boxes or boxes containing perishable food or liquids which, by their nature, through spillage or decomposition, may affect the luggage of passengers on board the vehicle or generate foul odours, as well as corrosive liquids or any type of flammable material.

Baggage claim policies

The maximum time in which a baggage claim may be made for loss, exchange or damage is 72 hours after the trip has taken place.
The investigation process takes approximately 72 hours. If the item is not located, we proceed to a compensation determined in accordance with the provisions of the Communications and Transport Act.
We are not responsible for black bags containing items or clothing; they travel at the customer's risk. Even so, they will be received and labelled for control alongside the other luggage on the bus.

Open ticket conditions

This type of ticket does not have a set travel date; for your convenience, this is decided by the customer later. It is valid for 180 days from the date of issue. To board the bus, you must redeem it at the ticket counters before the departure of the service the customer wants. (It is subject to seat availability, which is why it is important to redeem it in good time).

Once the ticket's validity has expired, there are no cancellations or refunds.
An Open Ticket may also be redeemed through our app and website https://viaje.primeraplus.com.mx/exchange

Restrictions on redeeming an open ticket through the website and/or app:

An open ticket may only be redeemed once.
Once the ticket has been redeemed, there are no cancellations or refunds.
Subject to schedule availability.
Only adult-category redemption is allowed; for any other category, you must go to the nearest ticket counter.

Cancellations

Tickets purchased at ticket counters or kiosks

You may cancel by going to the ticket counter, at least 60 minutes before the departure time shown on your ticket.

Expired ticket: no refund applies.
A ticket transferred once will not be cancelled.
The ticket must be handed over in order to be cancelled.
The ticket must be presented complete, legible and free of alterations.

Does not apply to tickets accrued in the Doters programme, in accordance with DOTERS TERMS AND CONDITIONS – Primera Plus.

Tickets purchased through the Contact Center, Website or Mobile App

Cancellations may only be made by contacting Contact Center 477 710 00 60 during the hours of 05:30 to 23:50 and at least 60 minutes before the departure time shown on the ticket.

Expired ticket: the refund does not apply.
A ticket transferred once will not be cancelled.
Not having been redeemed at the ticket counter.
The cardholder or the passenger may get in touch to carry out the cancellation.
Partial cancellations are not carried out. Examples: when a round trip is purchased and the outbound leg is used and the return is to be cancelled; when several tickets are purchased and one or more is to be cancelled.
For cancellations OUTSIDE the Contact Center's service hours, that is, between 00:01 and 06:59, you must go directly to the ticket counters of the nearest terminal to cancel.
Does not apply to tickets accrued in the Doters programme, in accordance with DOTERS TERMS AND CONDITIONS – Primera Plus.
Does not apply to tickets purchased with discount coupons or the Advance Purchase promotion.

Travel Agencies and other authorised points of sale

Cancellations may only be made at the agency or point of sale where the ticket was purchased at least 180 minutes before the departure time shown on the ticket, during the service hours stated by the various establishments. Refunds for this reason will be subject to the terms and conditions of each travel agency or authorised point of sale.

Tickets purchased on the website or the app, CoppelPay payment

In order to cancel the ticket you must contact Contact Center 477 710 00 60 during the hours of 05:30 to 23:50, at least 60 minutes before the departure time shown on your ticket.

Conditions:

Expired ticket: the refund does not apply.
A ticket transferred once will not be cancelled.
Not having been redeemed at the ticket counter.
The cardholder or the passenger may get in touch to carry out the cancellation.
Partial cancellations are not carried out. Examples: when a round trip is purchased and the outbound leg is used and the return is to be cancelled; when several tickets are purchased and one or more is to be cancelled.
For cancellations OUTSIDE SERVICE HOURS of the Contact Center's service hours, that is, between 00:01 and 06:59, you must go directly to the ticket counters of the nearest terminal to cancel.
Does not apply to tickets accrued in the Doters programme, in accordance with DOTERS TERMS AND CONDITIONS – Primera Plus.
Does not apply to tickets purchased with coupons for advance purchase discount and promotion.

Once the transaction has been cancelled, you must contact the COPPEL STORE to have the charge cancelled:

Service hours: 800 220 7735
Online chat: https://www.coppel.com/
Complaints and suggestions: https://www.coppel.com/quejas-y-sugerencias
Any physical Coppel store

Tickets purchased on the website or the app, OXXO PAY payment

In order to cancel the ticket you must contact Contact Center 477 710 00 60 during the hours of 05:30 to 23:50, at least 60 minutes before the departure time shown on the ticket.

Conditions:

The cancellation will incur a penalty of 4.64% of the cost paid per transaction.
Expired ticket: the refund does not apply.
A ticket transferred once will not be cancelled.
Not having been redeemed at the ticket counter.
The cardholder or the passenger may get in touch to carry out the cancellation.
Partial cancellations are not carried out. Examples: when a round trip is purchased and the outbound leg is used and the return is to be cancelled. When several tickets are purchased and one or more is to be cancelled.
For cancellations OUTSIDE SERVICE HOURS of the Contact Center's service hours, that is, between 00:01 and 06:59, you must go directly to the ticket counters of the nearest terminal to cancel.
Does not apply to tickets accrued in the Doters programme, in accordance with DOTERS TERMS AND CONDITIONS – Primera Plus.
Does not apply to tickets purchased with discount coupons or promotions Advance Purchase.

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

In order to cancel the ticket you must contact Contact Center 477 710 00 60 during the hours of 05:30 to 23:50, at least 60 minutes before the departure time shown on the ticket.

Conditions:

Expired ticket: the refund does not apply.
A ticket transferred once will not be cancelled.
Not having been redeemed at the ticket counter.
The cardholder or the passenger may get in touch to carry out the cancellation.
Partial cancellations are not carried out. Examples: when a round trip is purchased and the outbound leg is used and the return is to be cancelled. When several tickets are purchased and one or more is to be cancelled.
For cancellations OUTSIDE SERVICE HOURS of the Contact Center's service hours, that is, between 00:01 and 06:59, you must go directly to the ticket counters of the nearest terminal to cancel.
Does not apply to tickets accrued in the Doters programme in accordance with DOTERS TERMS AND CONDITIONS – Primera Plus
Purchases and cancellations using the Aplazo payment method are subject to the Aplazo Terms and Conditions.
Does not apply to tickets purchased with discount coupons or promotions Advance Purchase.

Refund conditions

In the case of ticket counters, sales kiosks, the Contact Center, the web portal and the mobile app, refunds will be made through the same payment method used by the customer, cash and/or credit or debit card (check the refund terms with your bank).

Redemption of Tickets Purchased through the Contact Center

Redemption is done directly at the ticket counter, arrive 30 minutes in advance with the following documents and information:

Official identification of the cardholder.
The credit card used to make the purchase.
Operation number

Purchase conditions when making a reservation on our website and choosing payment at an OXXO store

This reservation does not secure the seat until payment is made, so the seat is only a suggestion.

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

If the ticket is cancelled, there will be a penalty of 4.64% of the cost paid.

In order to cancel the ticket you must call the 477 710 00 60, at least 60 minutes before the service departs.

Conditions

Not having redeemed the ticket at the ticket counter.
Valid ticket.

Does not apply to ticket purchases with discounts for:

INAPAM
Students
Teachers
Disabilities
Minors

Discounts offered by the Primera Plus website and app

5% discount on your one-way ticket in primeraplus.com.mx and in the app.
10% discount on the return trip, it may be received provided a round trip is made in a single transaction to the same origin – destination.

Conditions:

Applies only to the Adult category.
Does not apply to ticket purchases with discounts for:
- INAPAM/INSEN
- StudentsTeachers
- Minors
- Disabilities

The following routes do not apply:

Aeropuerto de México T1 y T2 – Querétaro
Querétaro – Aeropuerto de México T1 y T2
Aeropuerto de México T1 y T2 – Querétaro Norte
Querétaro Norte – Aeropuerto de México T1 y 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

Terms and conditions for Primera Plus WiFi access points

About the network

We inform you that the WiFi services enabled free of charge by Primera Plus for customers' convenience allow connection to a public WiFi network, on which there are security risks that could compromise the confidentiality of your information. For your safety and a better browsing experience, we recommend:

Avoid carrying out financial transactions or sharing personal information, confidential or sensitive information while connected.
Use encryption software, such as VPNs (virtual private networks), to protect your data and to keep your browsing private.
Log out of your accounts when you finish using them, and not saving passwords on shared devices.

About service availability

WiFi in waiting rooms: internet access is free, subject to a user registration request to enable it. Browsing speed will depend on the number of connected devices.
WiFi on board the bus: internet access will be subject to the coverage of the telecommunications provider.
Starlink WiFi on board the bus: internet access is free during the trip for browsing and basic messaging. The service can be extended for 25 pesos.
This service is available on selected Primera Plus vehicles on the route Mexico City International Airport – Querétaro and vice versa.
This service is intended solely to improve the passenger experience, and may therefore be subject to changes, interruptions or suspensions without prior notice. The service is provided by a supplier external to Primera Plus.

Limitations of use

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

Exclusion of liability

Primera Plus is not liable for loss of information, unauthorised access, malware, misuse of the network or possible external vulnerabilities.

Acceptance

Use of the WiFi services implies acceptance of these terms, as well as awareness of our Privacy Notice.

Promotional Coupons Terms and Conditions

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

Availability

Only the following will be accepted valid and properly publicised coupons through the official Primera Plus channels (web portal [primeraplus.com.mx], social media and email), as well as channels of brands, individuals or electronic media previously authorised.
The validity of the coupon will be clearly stated in the informational image or in the publicity material. Once it has expired, it may not be reused or claimed.
Tickets purchased with promotional coupons are non-cancellable, non-refundable and non-transferable, and do not allow changes.

Term and validity

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

For questions or assistance with the use of coupons, contact Contact Center 477 710 00 60, during service hours: 05:30 to 23:50.

Advance Purchase promotion Terms and Conditions

Routes subject to change without notice.
Does not apply to open tickets.
Non-cancellable ticket.
Non-refundable ticket.
Seats, fares and discounts will always be subject to availability.
Fares offered on Tuesdays, Wednesdays and Thursdays.
Users may buy their ticket up to 30 days in advance and obtain a maximum discount of 30%.
Discounts may be granted from 20% up to 30% off, applicable on Tuesdays, Wednesdays and Thursdays; they are valid only for online purchases and while stocks last.
The maximum discount is 30% on purchases made exclusively at primeraplus.com.mx and our app.
This promotion applies only to full-category tickets and cannot be combined with other promotions or coupons.
For more information, see Advance Purchase

Important

Arrival times are approximate and we depend on factors such as traffic, weather and/or unforeseen road situations that ARE NOT CONTROLLABLE.

The ticket will only be valid for boarding at the origin and time stated on it. Boarding will not be permitted at bus stations or terminals other than those shown on the ticket.