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Charter of Services

TRANSPORTES PESA, S.A. declares its intent to guarantee the quality of all its services, with special attention to the citizens’ needs and expectations; the same applies to correct environmental behaviour and appropriate occupational health and safety management, in compliance with Standards UNE-EN ISO 9001, UNE-EN ISO 14001, OHSAS 18.001 and UNE-EN 13.816.

The company organisation has therefore implemented an Integrated Management System based on the following documents:

  • Integrated Management System Manual
  • Operational procedures
  • Technical instructions
  • System registers
  • Other documents/external registers

The services provided to citizens by TRANSPORTES PESA, S.A. are, in all cases, personalised, and are designed to meet the specific characteristics requested by the customer. The Integrated Management System therefore analyses needs, sets targets and measures the service quality perceived by public transport passengers based on UNE-EN 13.816.

We have therefore created a charter of services explained below:


Transportes Pesa, S.A. guarantees polite treatment from all of its staff members, all of whom are clearly identifiable by their uniforms.

A customer telephone service and a lost property service are also available.


On long-distance routes, Transportes Pesa, S.A. provides individual lighting and reclining seats with arm rests.


Transportes Pesa, S.A. guarantees a comfortable journey and safe driving.


We guarantee the advance sale of tickets for all those wishing to travel on our long distance routes.

Tickets will be available for purchase from at least one month before travelling.

Users will have the opportunity to exchange, cancel or modify their tickets by any of the means used to purchase them. Those purchasing their ticket using the Lurraldebus or Mugi pass should consult the refunds procedure in the Travelling Conditions section.


We guarantee that the vehicles will not carry more passengers than the authorised limit.


In the event of a breakdown en route, we guarantee that all passengers will arrive at their destination.


Transportes Pesa, S.A. has a protocol for attending to people with reduced mobility.

As from the date on which it takes effect, 100% of the vehicles incorporated to the fleet will be accessible to PRM, offering a customised Information and Guidance Service.


Transportes Pesa, S.A. guarantees access to visible, accessible and legible information on travel in normal conditions, establishing a maximum period of 3 days for removing and replacing obsolete information.

This information can be obtained from our staff and is available on board the bus, at our points of sale, at the bus stops, on the ticket and on our website.


Transportes Pesa, S.A. guarantees that the service will respect all arrival times in normal conditions, assuming no more than a 5 minute delay in our departure times.


Transportes Pesa, S.A. maintains the frequency of its services and guarantees that waiting times will never be more than twice the established frequency.


Transportes Pesa, S.A. guarantees that users will receive correct treatment according to the quality standards defined in the Charter of Services posted on the company website.

The company will manage and solve all complaints (in a maximum of 15 days). It will also consider all suggestions made in accordance with the procedure indicated by our staff, at our ticket sales desks and on our website.

Transportes Pesa provides a complaints book at all ticket sales desks and on board the vehicles.

Said service must be compatible with respect for the environment and sustainable development, and with the correct application of occupational health and safety measures. The Transportes Pesa, S.A. Integrated Management System therefore includes the implementation of standards UNE-EN ISO 9001 and UNE-EN 13.816, and of systems based on UNE-EN ISO 14001 and OHSAS 18.001.


In accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, we inform you that the personal data you provide to us will be added to a file under the responsibility of Transportes Pesa S.A. for the purposes of its management and/or processing.

The controller has adopted the safety measures required by the level of data supplied and the state of technology, having installed all of the necessary technical and organisational measures to prevent their loss, alteration, inadequate use or unauthorised access.

You are free at any time to exercise your rights of access, rectification, deletion, opposition, restricted processing and portability of your data by writing to the Controller’s address: Transportes Pesa, S.A., Martutene 3, 20014 Donostia-San Sebastián, or to the email address: On receiving your request, we will send you a form which you must complete, stipulating the specific right you wish to exercise, and send to us together with a photocopy of your national identity card or passport. Once we have received said documentation, we will proceed to exercise your right within the legally established time limits.

Updated on: 1 February 2019