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Conditions of Carriage

Purchase, advanced ticket sales, reimbursement or exchange of tickets at the ticket offices.

Transportes Pesa, S.A. has three ticket offices at which tickets can be purchased for journeys departing from each of the three cities.

Transportes Pesa, S.A. en Bilbao: Gurtubay, s/n. Termibus bus station.

Times: 06:15 to 21:00 on workdays from Monday to Friday; 07:15 to 22:00 on Saturdays; 08:45 to 22:00 on Sundays and public holidays.

Transportes Pesa, S.A. in Donostia-San Sebastián: Paseo de Federico García Lorca 1, 20014 Donostia-San Sebastián.

Times: 04:40 to 22.00 from Monday to Thursday; 04:40 to 00.00 on Fridays, Saturdays and Sundays.

Transportes Pesa, S.A. in Vitoria – Gasteiz: Plaza Euskaltzaindia. Bus station.

Times: 07:00 to 21:10 on workdays from Monday to Friday; Saturdays, Sundays and public holidays: 07:30 to 21:50.

Routes whose departure times are outside the normal ticket office opening hours, tickets can be bought directly on the bus.

Purchasing tickets at ticket offices:

The following methods of payment are accepted on purchasing tickets at our offices:

Cash payment.

Payment with the Lurraldebus or Mugi pass subject to the conditions described below.

Payment with a debit or credit card.

In accordance with regulations, for security reasons cash payment for individual tickets may not be made with notes of denominations greater than €50. To prevent errors, we ask that customers check their tickets and ask for any necessary changes to be made before leaving the ticket window.

The Lurraldebus or Mugi pass can be used to pay for of all outbound and incoming journeys on lines provided by Transportes Pesa, S.A. On the following lines they can be used in the Ordinary or Anonymous modes. In this case the full cost of the journey will be charged with no discounts or accumulated benefits for later journeys. Bus changes are not available when paying with these passes. For international lines, said passes can only be used for outbound journeys as the system does not accept the purchase of return tickets.

  • Bilbao – Hendaye – Saint Jean de Luz – Biarritz – Bayonne.
  • Bilbao – Lourdes.
  • Donostia /San Sebastián – Zarautz – Bilbao Airport.
  • Donostia/ San Sebastián – Hendaye – Saint Jean de Luz – Biarritz – Bayonne.
  • Donostia/ San Sebastián – Lourdes.

The Lurraldebus and Mugi passes are personal and cannot be transferred. Only their holders can purchase a ticket and use it, with the exception of the Anonymous Mugi, which can be used by anybody to purchase tickets for up to nine travellers. To pay with the Lurraldebus or Mugi pass, the card must have sufficient funds.

The tickets are valid for the date, route and hour of the service indicated, except for the Donostia/San Sebastián – Zarautz – Bilbao Airport route, which has a special situation whereby the ticket can be used on any of the buses running on the date of the ticket.

Tickets for our long-distance routes can be purchased from our website: www.pesa.net.

Debit and credit cannot be used to purchase tickets on board the bus. Only cash or the Lurraldebus and Mugi passes are accepted on authorised lines.

Tickets must be retained until the end of the journey and must be shown to personnel authorised by Transportes Pesa, S.A. when requested.

Advance sale from ticket offices:

Advance tickets can be purchased at the ticket offices during the opening hours indicated for each office, however, preference will be given to users whose bus is about to leave.

Advance ticket sales purchased at the ticket bus and paid with the Lurraldebus and/or Mugi pass:

Advance tickets purchased with the Lurraldebus and/or Mugi pass can be used to travel within the current month.

Tickets are only valid for the date, route and time indicated on the ticket, except for the Donostia/San Sebastián – Zarautz – Bilbao Airport route, which has a special situation whereby the ticket can be used on any of the buses running on the date of the ticket.

Refund of tickets purchased from the ticket office with the Lurraldebus and/or Mugi pass from 1 June 2014.

Tickets purchased from the Transportes Pesa, S.A. ticket offices using the Lurraldebus and/or Mugi pass can be refunded.

To request a ticket refund, the passholder who purchased it must go to the ticket office at least 10 minutes prior to the departure time indicated and ask for a refund form, which they must complete and hand in at the desk together with the ticket. The Gipuzkoa Transport Authority will then check the ticket and issue a voucher for the amount of the refund to be paid into their card.

Advance tickets purchased from the ticket office and paid for in cash or with a credit or debit card:

Tickets can be purchased up to a month before the date of travel.

Transportes Pesa, S.A. undertakes to fully reimburse the cost of advance tickets paid for in cash or with a credit or debit card to anybody asking for a refund at the ticket office, provided that the service has not already left.

The ticket loses its validity with departure of the service for which it was purchased.

Tickets are only valid for the date, route and time indicated on the ticket, except for the Donostia/San Sebastián – Zarautz – Bilbao Airport route, which has a special situation whereby the ticket can be used on any of the buses running on the date of the ticket.

Suspension of advance ticket sales:

Advance ticket sales will be suspended in the event that the corresponding authorities decree a situation of risk due to adverse weather conditions which could endanger passenger security. The same applies in the event of situations beyond the company’s control. The suspension of advance ticket sales for the above reasons will be announced as early as possible on our website: www.pesa.net.

In the event of the suspension of advance ticket sales due to a fault in the computer system or for reasons attributable to Transportes Pesa, S.A., anyone wishing to purchase a ticket in this manner can call the Customer Services during the established opening times and leave their telephone number or e-mail address. Transportes Pesa, S.A. undertakes to call or send those choosing this option an e-mail alert to the effect that the advance ticket sales service has been re-established.

Resumption of the advance online sale of tickets will be announced on our website.

Exchanging tickets at the ticket office:

The system does not allow the exchange of tickets purchased with a Lurraldebus and/or Mugi pass at the ticket desk. They can however be cancelled by completing the process found in the section on “Refund of tickets purchased from the ticket desk using the Lurraldebus and/or Mugi pass”.

Tickets paid for in cash or with a debit or credit card at the ticket office can be exchanged for a later date of travel at no additional cost. A ticket will be issued for the newly chosen service provided that seats are available.

Tickets purchased online cannot be exchanged or cancelled on board the bus or at the ticket offices. This operation can only be carried out on the online sales platform and in the conditions indicated in the section: “Cancellation of tickets purchased online”.

Sale of tickets on board the bus.

You can pay for your ticket either in cash or with the Lurraldebus or Mugi pass. Debit or credit cards cannot be used to pay for your ticket.

You can use your Lurraldebus or Mugi pass to pay for the following routes in the Ordinary or Anonymous modes. In this case the full cost of the journey will be charged with no discounts or accumulated benefits for later journeys. Bus changes are not available when paying with these passes. For international lines, said passes can only be used for outbound journeys as the system does not accept the purchase of return tickets.

  • Bilbao Airport – Zarautz – Donostia-San Sebastián.
  • Bayonne – Biarritz – Saint Jean de Luz – Hendaye – Irun - Donostia-San Sebastián-Bilbao.
  • Lourdes – Irun – Donostia-San Sebastián – Bilbao
  • Oñati – Arrasate – Bergara – Eibar – Bilbao Airport (when travelling to or from Bilbao Airport).

In the event of purchasing a ticket with cash, in accordance with applicable regulations, for security reasons payment cannot be made with notes of denominations greater than €20.

For faster access to the bus, please prepare the right money or have loose change at the ready. To prevent possible errors, please check your tickets and your change at the moment of purchase.

Tickets must be retained until the end of the journey and must be shown to personnel authorised by Transportes Pesa, S.A. when requested.

Online purchasing process

You can purchase your tickets online from www.pesa.net if the origin or destination of your route is:

  • Bilbao Airport
  • Donostia-San Sebastián
  • Vitoria-Gasteiz
  • Bilbao
  • Services with request stops to/and from Zarautz, and to/from the Alto Deba region, Elgoibar and Soraluze.

International destinations:

  • Hendaia
  • Saint Jean de Luz
  • Biarritz
  • Baiona
  • Lourdes

There are two different ticket types:

  • a) For Lurraldebus or Mugi passholders
  • b) For people who do not have either of these passes

a) Lurraldebus or Mugi passholders

First step: enter your date of travel, where you’re leaving from and your destination.

Choose your desired travel time from the drop-down list.

Enter the number of your Lurraldebus or Mugi pass. Depending on the number of journeys made using the pass, the system will automatically calculate the cost of the current journey according to the applicable rate.

The four front seats of all buses are reserved for people with reduced mobility and will go on sale after all the other places have been taken.

The purchase will only be complete once you have entered your card number and its expiry date and clicked on “Pay”. The corresponding amount will be automatically charged to your account.

Once you have completed the above steps, print the ticket displayed on your screen. If you are unable to print the ticket at the present time, make a note of the booking reference and print it later by clicking on the "print again" option in the www.pesa.net ticket interface.

Tickets can be purchased up to a month before your date of travel.

Tickets purchased online taking advantage of the Lurraldebus or Mugi pass discounts will not be added to your pass. In other words, this journey will not be added to those purchased at the ticket office or on the bus for the purposes of obtaining the higher accumulated discount rate offered by Lurraldebus/Mugi. Tickets purchased online cannot be used to change buses during your journey.

To board the bus for your journey, you must have printed your online ticket on paper and show it to the Transportes Pesa, S.A. driver.

b) People who do NOT have a Lurraldebus or Mugi pass.

First step: enter your date of travel, where you’re leaving from and your destination.

Choose your preferred travel time from the drop-down list.

The four front seats of all buses are reserved for people with reduced mobility and will go on sale after all the other places have been taken.

The purchase will only be complete once you have entered your card number and its expiry date and clicked on “Pay”. The corresponding amount will be automatically charged to your account.

Once you have completed the above steps, print the ticket displayed on your screen. If you are unable to print the ticket at the present time, make a note of the booking reference and print it later by clicking on the "print again" option in the www.pesa.net ticket interface.

Tickets can be purchased up to a month before your date of travel.

To board the bus for your journey, you must have printed your online ticket on paper and show it to the Transportes Pesa, S.A. driver.

Methods of Payment for online ticket sales

Online purchases can only be paid for by credit or debit card.

You cannot use your Lurraldebus or Mugi pass to pay for online ticket purchases. Payment must be made in all cases with a debit or credit card.

Online ticket purchases for wheelchair users.

Wheelchair users cannot purchase tickets using the www.pesa.net online payment gateway.

This is because Transportes Pesa, S.A. applies a special procedure for wheelchair users:

To ensure that the bus meets their requirements, wheelchair users wishing to make a journey of more than 40 kilometres must notify the company of their intention at least 24 hours before their departure. This can be done by calling our Customer Service Dept. on 900 12 14 00 (Monday to Sunday, from 07:30 to 21:30) or by going to any of our ticket offices.

Tickets for wheelchair users will be issued at Transportes Pesa, S.A. ticket offices once the above-mentioned procedure has been completed.

Online ticket purchases for persons belonging to special groups whith Lurraldebus/Mugi cards.

Special groups can purchase tickets online, except in the case of anonymous Mugi passes, which are not valid for this online purchasing system.

Online ticket cancellation

Tickets can only be cancelled if requested at least 30 minutes prior to departure of the service and only from the www.pesa.net online payment interface. Tickets purchased online cannot be cancelled at the ticket office or on the bus.

When cancelling a ticket, Transportes Pesa, S.A. will make a refund to the person requesting it for the cost of the ticket, minus:

  • 10% of the cost, when requested 48 hours prior to departure of the service.
  • 20% of the cost, if the cancellation is requested after this time and up to 30 minutes prior to departure of the service.

No cancellation, nor therefore refund of its cost, will be permitted if the request is made within the 30 minutes immediately prior to departure of the service.

The administration costs will not be refunded in any of the cases described above.

When making a cancellation, indicate the booking reference and your identity document number. The cancellation fee incurred will be calculated according to the date and time of cancellation.

Tickets acquired with the Lurraldebus or Mugi pass can be cancelled. However, a cancellation fee will apply.

No-show by the traveller on the day, place and time of departure will imply the loss of their ticket, with no right to an exchange or refund.

When making a cancellation, indicate the booking reference and your identity document number. The cancellation fee incurred will be calculated according to the date and time of cancellation.

Changing and reprinting tickets purchased online

Tickets can only be changed when requested on the www.pesa.net online ticket platform at least 30 minutes prior to departure of the service. Tickets purchased online cannot be changed at the ticket office or on the bus.

A maximum of two ticket changes are allowed.

All ticket changes will depend on seating availability for the new time requested.

No charge will be made for ticket changes provided that such changes are for the same line and journey, and that they are made at least 30 minutes prior to departure of the chosen service.

If you wish to change the ticket to travel on a different service, you will first of all have to cancel the ticket and then purchase a new one.

If, when changing the ticket, the price of the journey has changed due to a rise in prices, or if the Lurraldebus or Mugi pass discount conditions have changed, the rate existing on the new date of travel will apply and the corresponding difference must be paid in order for the change to be made.

If a new ticket purchased using the Lurraldebus or Mugi pass has a lower price than it had at the original time of purchase, no refunds whatsoever will be made.

No cancellation, nor therefore refund of its cost, will be accepted if the request is made within the 30 minutes immediately prior to departure of the service.

Tickets purchased online can be reprinted on the website by entering your booking reference and identity document number.

Suspension of online ticket sales

Online ticket sales will be suspended in the event that the corresponding authorities decree a situation of risk due to adverse weather conditions which could endanger passenger security. The same applies in the event of situations beyond the company’s control. The suspension of online ticket sales for the above reasons will be announced as early as possible on our website: www.pesa.net.

In the event of the suspension of online ticket sales due to a fault in the computer system or for reasons attributable to Transportes Pesa, S.A., anyone wishing to purchase a ticket in this manner can call the Customer Services during the established opening times and leave their telephone number or e-mail address. Transportes Pesa, S.A. undertakes to call or send those choosing this option an e-mail alert to the effect that the advance online ticket sales service has been re-established.

Resumption of the advance online sale of tickets will be announced on our website.

The service.

Ticket-holders have the right to travel in properly equipped vehicles guaranteeing the safety, hygiene and comfort of the service provided.

The services will be provided in compliance with the timetable announced and authorised by the competent Administration. The right to travel will depend on available seating on the chosen service.

Passengers are advised to arrive in good time for their bus.

During the service, passengers must follow the instructions of Transportes Pesa, S.A. personnel in all matters related to the service and its incidents. They must also follow the instructions of signs posted both inside and outside the buses, including the Regulations for Users.

Please refrain from behaviour likely to upset your fellow travellers, drawing graffiti on any part of the vehicle or removing any safety element from its interior.

The bus should be accessed by the door intended for this purpose, except for persons of reduced mobility, who can board or alight from the bus by the door nearest them and best suited to their needs.

It is absolutely forbidden to board or alight from the bus while in motion or at any other place than the authorised stops.

The driver can refuse to allow people on board who have had too much to drink, are under the effects of drugs or who behave in a way that threatens the physical integrity of the other passengers. This includes people who are considered bothersome or offensive to the other passengers or to the company personnel.

Access to buses on routes where tickets cannot be purchased from a ticket desk: the first people to board the bus will be those furnished with a ticket, independently of whether it has been purchased from the ticket machines, online or LurTicket. Once those with a ticket have boarded and the seats to be occupied in intermediate stops have been reserved, tickets will go on sale on the bus, but only for the remaining seats.

If the service is suspended due to a bus breakdown, passengers travelling on the service can use another bus provided by the company, always following the instructions of the Transportes Pesa, S.A. personnel.

Transportes Pesa, S.A. undertakes to provide a replacement vehicle for any bus which has broken down in the shortest possible time in order that all passengers may continue their journey with as little delay as possible.

The services may be delayed, cancelled or modified in the event of traffic jams, adverse weather conditions or circumstances beyond our control. All such occurrences will be announced on our website, on our Customer Services telephone and at the ticket offices at the start and end of the affected line. Resumption of the services or line will be announced by the same means.

Our personnel work to ensure that you have a pleasant journey. If you notice a problem, please inform the driver so that he or she can either solve it themselves or take the appropriate steps to have it solved as quickly as possible.

Persons with reduced mobility.

Persons with reduced mobility (PRM) will have the right to fulfilment of the protocol indicated in the specific section available for consultation on this website.

To ensure that the bus meets their requirements, we recommend that wheelchair users wishing to make a long-distance journey of more than 40 kilometres notify the company of their intention at least 24 hours before their departure time. This can be done by calling our Customer Service Dept. on 900 12 14 00 (workdays Monday to Sunday, from 07:30 to 21:30) or at any of our ticket offices.

Persons with reduced mobility who use wheelchairs must access the bus by the door fitted with a ramp or lift and must use the designated space inside the vehicle, using the ramp or lift activated by the driver in order to take up their place inside the vehicle.

In buses authorised to carry standing passengers, wheelchair users will travel with the bus seat belt fastened. The maximum number of persons with reduced mobility in wheelchairs who can use the same bus is one for journeys of more than 40 kilometres. In order to travel, wheelchair users must have completed the procedure indicated in the section on PRM.

In all other vehicles, the maximum number of persons with reduced mobility in wheelchairs who can use the same bus is two, provided that the space reserved for this purpose is not already occupied by a baby buggy or pram. In the event that a person in a wheelchair coincides at the same stop with a baby buggy or pram, the former will have preferential right of access and use of the space.

Users with baby prams or buggies.

To access the bus with a pram, passengers must use the door closest to the space reserved for their transport.

Open baby buggies and prams will be accepted on all buses covering routes of under 40 kilometres which, due to their characteristics, are suitable for the purpose. Unfolded baby buggies or prams must travel on the central platform of the bus, held in place with the seat belts provided and with the brake on. The person taking the buggy or pram onto the bus will be responsible for security of the pram and of the other passengers. They must therefore stay beside the buggy or pram and hold it in place at all times. The maximum number of baby buggies or prams permitted in the same vehicle is two, provided that there are no wheelchair users on the bus. In the event that the person with the baby buggy or pram coincides at the same stop with a wheelchair user, the latter will have preference. In buses equipped with a luggage compartment, the baby buggy or pram must be folded and stowed away in the said compartment.

Transport of minors

  • 1. Children under the age of six will travel free, however they must be issued with a free ticket for the purposes of knowing how many passengers are on the bus and of the obligatory insurance cover established by the traffic inspectorate. This ticket will be issued on board the bus if there is no ticket office. In the event of disagreement with regard to the age of the minor, the driver’s criteria “in situ” will prevail, although a refund can be requested for the cost of the ticket once their age has been duly proven. The minors must be accompanied at all times by a person responsible for their safety. One adult can accompany a maximum of four children under the age of six.
  • 2. Passengers aged between 6 and 18 years who board the vehicle without an accompanying adult to take care of their safety and who are carrying the personal integrated fare system card (the MUGI pass), will be considered as minors authorised by their parents or guardians to all intents and purposes, and will therefore travel under their responsibility.
  • 3. When more than 5 persons aged between 5 and 10 years are travelling as an organised group (summer camp, etc.), a minimum of 2 adults must accompany groups of up to 10 persons with an additional adult for every 15 persons in accordance with the stipulations of current applicable legislation.

Transport of luggage and packages.

Luggage weighing no more than 15 kilos is permitted on routes served by buses with a luggage compartment. All pieces of luggage that do not fit into the overhead storage area must be stowed in the luggage compartment of these vehicles.

Hand luggage can be stowed in the overhead storage area provided that there is space and that it is small enough to fit into it. Users must ensure that their luggage is securely stowed away during the journey and that there is no risk of it falling on other passengers. In the event of controversy in this respect, the driver’s decision will prevail.

Request stop at Paseo Bizkaia 12 in Donostia-San Sebastian and transport of luggage and packages:

On lines arriving in Donostia-San Sebastián, passengers can ask to alight at this stop without the luggage compartment being opened. Passengers travelling with luggage that is too big to transport inside the bus cannot use this request stop.

Animals

Authorised pets will only be allowed on buses which are equipped to take them. The pets allowed on buses are as follows: dogs and cats of all kinds, except those representing a danger.

The transport conditions, species and characteristics of the authorised animals will be as indicated in the Appendix referred to.

On services authorising passengers to travel with pets, the following conditions must always be respected:

  • a. The animals must travel with a responsible person answerable for their behaviour.
  • b. The animals will preferably travel in a cage, receptacle or other approved closed container. They will not occupy an additional seat to their carer and shall not cause a smell or noise which disturbs or, in general, affects the comfort of other passengers. In the event of controversy in this respect, the driver’s decision will prevail.
  • c. In vehicles equipped with a luggage compartment, the animals must travel in said compartment, in a cage, receptacle or other approved closed container fitted with a system for containing and removing their excrement.
  • d. Dogs not transported in receptacles can travel on the vehicle platform provided that they are on a leash suited to the characteristics of the animal, keeping it in constant physical contact with its carer, and that they are wearing a muzzle. They must have a health card issued by an authorised veterinary centre and a civil liability insurance policy; they must also respect the conditions of hygiene, health and safety stipulated in the applicable legislation. The driver can ask to see the health card for the animal when it is obvious that it does not meet the minimum conditions of hygiene and health, or when any kind of controversy arises in connection to it.

Presentation of the health card and civil liability insurance policy will be required in the event of an incident causing harm or damage to persons or property.

  • e. Under no circumstances can animals travel on night buses; nor can they travel when wet or on heat.
  • f. Only one animal per person will be allowed to travel.
  • g. A maximum of two animals can travel in a vehicle at any same time.
  • h. The accompanying person will be responsible for any damage or harm caused by the animal, with the exception of the accredited responsibility of a third party or of the transport company.
  • i. In the event of a traveller being bothered (e.g. by allergic reaction, smell or noise) by the conditions of a dog, and when they have boarded prior to the carer of the animal, the latter will be obliged to move to another part of the vehicle.

Animals serving as guide dogs or providing assistance to travellers are excluded from the stipulations of this article provided that proof is furnished to the effect that they are authorised for said functions by approved centres. Said animals can always travel with the person to whom they are providing assistance and in the conditions established in the applicable regulation.

Bicycles.

Bicycles are accepted on buses with a luggage compartment, provided that they are stowed away in proper travel bags, with the front wheel removed, and that there is enough space in the luggage compartment to take them. Bicycles will be refused in the event that they do not meet the above requirements. Under no circumstances will bicycles be permitted in the passenger area of the bus. Luggage and parcels have preference over bicycles in the luggage compartment.

On short journeys between towns, folding bicycles can be transported inside the bus, in the passenger area. The folding bicycle must be taken care of at all times by the person travelling with it, who must ensure that it neither disturbs nor causes harm to other travellers. In buses that do have a luggage compartment, the folding bicycle will be placed in it for transport, with no need for a travel bag. In the event of controversy in this respect, the driver’s decision will prevail.

Surf boards.

Surf boards will be accepted on buses with a luggage compartment provided that they are: under 2 metres in length, in a proper travel bag, and that free space is available for their transport. Luggage and parcels have preference over surf boards in the luggage compartment. In the event of controversy in this respect, the driver’s decision will prevail.

Customer information. Suggestions and complaints.

Travellers so desiring can call the Customer Service on 900 12 14 00, where they will be attended to on workdays, Monday to Friday, from 07:30 to 21:30. You can call this service for information, queries, suggestions or complaints, or to enquire about items lost on our buses.

You can consult our routes and times on www.pesa.net. You can also email us about lost items, to make a suggestion or a complaint. This will help us to improve in order that we may continue to provide the quality service desired and deserved by all citizens.

You can also request information on our services at the ticket offices.

Complaints forms are available at our ticket offices and on our buses.

Lost property.

If you have lost something on one of our vehicles, call our Customer Service on 900 12 14 00, indicating the date, time and route on which you lost it, giving a description of the lost object, your name and a contact telephone number. We will immediately try to locate your lost property; if we are successful, we will contact you to arrange its return.

Transportes Pesa, S.A. accepts no responsibility for any objects claimed to be missing from bags, cases and/or rucksacks when returned. Recovered objects will be handed over in the condition they were found in exchange for proof of their ownership.

Transportes Pesa, S.A. accepts no responsibility for objects or property it has been unable to locate.

If you wish, you can also inform us of lost property by sending an email to atencionaclientes@pesa.net on the www.pesa.net website, giving the aforementioned details.

In the event that the object found is perishable or has a sell-by date, it will be immediately disposed of for reasons of hygiene.

All other objects not claimed within at least three months of being found will be disposed of or donated to humanitarian organisations.

Pledge to process suggestions and complaints.

Your suggestions and complaints help us to improve our service. That’s why we at Transportes Pesa, S.A. will answer each and every one of your suggestions and complaints, provided that they indicate: the identity of the person making the complaint, telephone number, email or postal address. All suggestions and complaints will receive an answer within fifteen days from the date of their submission.

Thank you for travelling with us.

Effective as of: 1 February 2019