Primera Plus

Terms of service

The company is not responsible for delays in service schedules due to unforeseen circumstances and/or force majeure.

Where can I buy my tickets?

You can buy your tickets at:

  • Ticket offices, located in the bus terminals of our coverage.
  • On our website www.primeraplus.com.mx.
  • In our APP (available for IOS and Android).
  • In our Contact Center 477 710 00 60, from 07:00 to 23:59 hrs.
  • Primera Plus sales modules located in main town squares and shopping centers.
  • OXXO stores.
  • Authorized travel agencies.

How early can I buy a ticket?

It can be purchased up to 28 days in advance.

How can I buy a ticket for a person who is in another city?

  • When purchasing on our Website and APP, your ticket will be sent to the e-mail address entered during the purchase, which must be sent to the passenger who will make the trip. They can board directly with this e-ticket.

You must provide an official identification and your e-ticket.

  • Go to the ticket office and request an ELECTRONIC TICKET for the customer who is in another city.

The passenger who will make the trip must provided the operation number and the verification code for the ticket exchange, 45 minutes in advance prior to their service at the ticket office to print the ticket.

You must proivide an official identification.

Can I board the bus directly with my ticket purchased online?

Yes, as long as your mobile device can display the QR code legibly, this code can be found in the body of your ticket.

You must provide an official identification.

If you are a minor, you must be accompanied by an adult.

I can buy by Web Page and APP with debit card.

Yes, participating cards are accepted:

  • Banamex
  • Bancomer
  • Banorte
  • HSBC
  • Santander

Can I pay with domestic and foreign credit cards?

Yes, all cards supported by:

  • Visa
  • MasterCard
  • American Express
  • Discovery

Can I change my ticket schedule?

You may change your travel schedule just once without charge and it must be made at least 30 minutes prior to the departure time marked on your ticket. 

You may do so through our Contact Center 477 710 00 60, from 07:00 to 23:59 hours.

Important: The change of schedule will only be made before the departure time marked on your ticket.

Can I reserve my tickets?

Only through our Contact Center 477 710 0060, during business hours from 07:00 to 23:59 hrs., taking into account the following recommendations:

  • Reservations may be made up to 15 days prior to the date of your trip.
  • You must be at the ticket office 45 minutes in advance to exchange and pay for your tickets.

Can a ticket I reprint my ticket after the departure time?

No, if you need proof of the trip made, you must request the ticket invoice with the correct and complete travel data (Origin – Destination – Date – Time – Name of the customer who made the trip).

What do I do if I don’t receive my ticket by email?

Contact our Contact Center 477 710 00 60, during business hours from 07:00 to 23:59 hrs. You must provide the email or phone number that was entered at the time of purchase.

I lost my ticket, what do I have to do to be able to travel?

If you purchased your ticket at:

  • ticket office.
  • Primera Plus sales modules located in major shopping malls and shopping centers.
  • Agency
  • OXXO
  • Contact Center

You must go to the ticket office at the bus station one hour before departure, with an official ID, to validate your travel information and reprint your ticket.

If your purchase was:

  • Website.
  • APP

You must contact our Contact Center 477 710 00 60, during business hours from 07:00 to 23:59 hrs. You must provide the email or phone number that was entered at the time of purchase.

Can I cancel my tickets that I paid for with OXXO PAY?

Only through our Contact Center 477 710 0060, during business hours from 07:00 to 23:59 hrs., with 1 hour in advance of the time marked on your ticket.

Conditions:

  • Not having redeemed the ticket at the box office
  • The cancellation will have a penalty of 4.64% + VAT of the cost paid per operation.

From what age does a child pay a ticket?

From 3 to 11 years old, 50% of the full rate must be paid.

¿When and how do student and teacher discounts apply?

They apply during the holiday season as established by the SEP in the school calendar published each year (Easter, summer vacation and end of the year) and are valid for schools and universities registered with the SEP.

  • Student 50% discount of the full rate.
  • Postgraduate courses 50% discount of the full rate.
  • Teacher 25% discount of the full rate.

Policies and restrictions:

  1. Valid only during vacation periods, as defined in the SEP calendar at www.sep.gob.mx.
  2. The passenger must present a valid credential that accredits him/her as a teacher or student, both at the time of purchase and when boarding the bus (stamp of the period attended).
  3. The ticket is not transferable to another person.
  4. Subject to availability.
  5. Not applicable in open ticket.
  6. Does not apply to destinations that include both origins and destinations: Mexico City Airport T1 and T2.
  7. Discount on discount does not apply.

If you do not show a valid official ID or document that proves any of the above discounts, you must make a complementary payment based on the full rate.

In case of not showing a valid official ID or document that proves any of the above discounts, the complementary payment must be made based on the full rate..

How do I apply for the student discount ?

To enjoy the discount you must show a proof with the following characteristics:

  • Letterhead.
  • Sealed.
  • Signed by an educational authority of the institution.
  • Include your name.
  • Vacation period.

Once the requirements have been met, they must present themselves at the ticket office with the original document and a copy, as well as their valid student identification card.

Policies and restrictions:

  1. Passengers must present their valid student identification card at the time of purchase and when boarding the bus (stamp of the period of study).
  2. The ticket is not transferable to another person.
  3. Subject to availability.
  4. Not applicable in open ticket.
  5. Does not apply to destinations that include both origins and destinations: Mexico City Airport T1 and T2.
  6. Discount on discount does not apply.

In case of not showing a valid official ID or document that proves any of the above discounts, the complementary payment must be made based on the full rate.

How do I apply for the INAPAM/INSEN discount?

Policies and restrictions:

  • You must present your ID card to prove the discount when boarding the unit.
  • Subject to availability.
  • The ticket is not transferable to another person.
  • Applies to purchases made through our official channels.
  • Discount on discount does not apply.

How do I apply for the disability discount?

As support for people with disabilities, a 50% discount is granted on the full ticket price, as long as they fall within the disability segment stipulated by the SCT (Secretaría de Comunicaciones y Transporte), under the following conditions: 

If the disability is not visible, you must present identification that accredits such disability (DIF or Secretaría de SALUD). 

The types of disabilities that are accepted: 

  • Physics
  • Mental
  • Auditory
  • Visual

Policies and restrictions:

  • You must present your ID card to prove the discount when boarding the unit.
  • Subject to availability.
  • The ticket is not transferable to another person.
  • Discount on discount does not apply.

How far in advance do I need to be at the station to board the bus?

You must arrive 45 minutes in advance. During the holiday season it is advisable to arrive up to one hour in advance.

Is the boarding checking mandatory?

For your safety, a physical search of passengers and items to be carried on board the bus is conducted and inspected by security personnel. 

The company is not responsible for items identified in the security check that are not allowed to be carried in the passenger lounge and that were not previously stored in your luggage, which will be removed and placed in the trunk of the bus undocumented.

Are there any travel restrictions?

Yes, customers who are under the influence of alcohol, drugs, narcotics, or other intoxicants, or who are carrying items considered a risk to other passengers may not board the bus.

What objects are not allowed to be carried on the bus?

In the cargo area

All objects that could jeopardize the safety of the bus, the users or the goods on board, such as:

  • Flammable liquids or gases (gasoline, paints, gas charges, etc.).
  • Firearms or explosives (ammunition, fireworks, signal flares).
  • Industrial products or household items (bleach, aerosols, mercury or solvents).
  • Corrosive materials (acids, wet batteries, etc.).
  • Irritating materials or substances.
  • Oxidizing materials (such as peroxide).
  • Radioactive materials.
  • Chemical substances.
  • Poisons.
  • Oxygen, only under verifiable medical prescription.

In the passenger lounge:

Objects and suitcases exceeding the size of the luggage rack, which could be dangerous or unsafe for the operation due to their weight, size or shape.

  • Firearms or ammunition. Except as provided by applicable law.
  • Fishing rods, rain-sticks, spears, darts, clubs, domestic tools, surgical or sharp instruments, glass, toys that simulate weapons and all those indicated as prohibited in checked baggage or any article that, in the judgment of the company’s personnel, represents a danger to passengers and the bus.
  • Oxygen, only under verifiable medical prescription, no more than 1 meter high and 20 cm wide.

Fragile and valuable items.

In the case of fragile baggage, the packaging must be carried in accordance with the conditions required by the item or articles.

Note: We are not responsible if the packaging is inappropriate for the item and travel conditions.

The documentation of baggage with valuable items (cash, checks, exchangeable vouchers, promissory notes, credit and debit cards, jewelry, gold, silver, cell phones, laptops, tablets, screens and/or other electronic devices, among others) is prohibited.

In case of disregarding the above, we are not responsible for damage and/or loss of such items.

Can I take my luggage inside the bus?

Bags, backpacks, briefcases containing computer equipment and personal items that do not exceed the size of the luggage carrier may be taken into the passenger lounge. 

Boarding is not allowed: 

  • If the bags, backpacks and briefcases have rims.
  • If it contains clothing.
  • Items are at the passenger’s own risk and responsibility.

Forgot an item on board the bus?

All items left on board (passenger lounge) are the responsibility of the client.

Can I take my pet on the bus?

It is necessary to carry it under the following guidelines:

  • Inside the bus.

Passengers will be allowed to carry assistance pets inside the bus, which are exclusively:

  • Guide dogs (Lazarillo): They have a distinctive harness (handle) on their back, from which the client holds them.
    • Assistance dog: They have a Certificate from the Association that trains them, which must have a photograph of the animal and the client (it is considered a binomial).
    • Medical alert dog: Must have a certificate or prescription specifying that the animal is necessary for the client’s health or treatment.
    • Emotional support dogs: They are prescribed by a mental health specialist (Psychiatrist or Psychologist) through a document where it is specified that it is necessary for the health or treatment of the client.

You should contact the person in charge to request this service, in order to provide you with the facilities for your trip.

  • In the trunk of the bus

It is possible if you meet the following requirements:

  • It must be in a carrier cage in good condition and according to the size of the pet.
    • The cages must be constructed with resistant and impermeable materials, provided with holes in the walls and/or roof to allow sufficient ventilation, with a strong and resistant access door, firmly closed to prevent the animal from escaping.
    • It is necessary for the pet to remain calm during the entire journey, for this reason a sedative should be administered 30 minutes before departure (under veterinarian’s prescription).
    • The pet must travel in the lower part of the bus next to the luggage (trunk).
    • Do not travel for more than 6 hours; in case of trips longer than 8 hours, a stopover with a rest stop should be considered.
    • Bring your health and vaccination certificate for some phytosanitary review.
    • Transportation of the pet is at the client’s risk.

In the event of any damage to the unit or the client’s belongings caused by the pet being transported, the owner shall be responsible for such damage.

You should contact the person responsible to request this service, in order to provide facilities for your trip.

Important: It is advisable to transport them by this means for a short trip

Can the bus stop anywhere other than its destination?

No, the bus travels from bus station to bus station and for safety reasons will only stop at toll booths. Passengers may not get off at a place other than their destination or at the bus stops established by the company.

When making a transfer we recommend:

During normal (non-holiday) season, tickets must be purchased at least 2 hours in advance between the time of arrival and departure of the bus to be transferred.

In high season (holidays: New Year’s Eve, Easter, summer and long weekends) you must purchase at least 3 hours in advance between arrival time and departure time of the bus to be transferred.

Important: Arrival times are approximate, we depend on factors such as: traffic, weather or fortuitous situations on the roads. Not controllable.

When making a transfer, we recommend you:

  • During normal (non-holiday) season, tickets must be purchased at least 2 hours in advance between the time of arrival and departure of the bus to be transferred.
  • In high season (holidays: New Year’s Eve, Easter, summer and long weekends) you must purchase at least 3 hours in advance between arrival time and departure time of the bus to be transferred.

Important:

Arrival times are approximate, we depend on factors such as: traffic, weather or fortuitous situations on the roads.

The ticket will only be valid for boarding at the origin and time shown on the ticket. It will not be valid for boarding at other stations or terminals.