Autobuses de la Piedad, S.A. de C.V. 2011 La Luz Blvd. Las Fuentes. León Gto. 37270 477 710 00 60 R.F.C. API-660927-3E0
* IMPORTANT: The company is not responsible for delays in the hours of service, arising from fortuitous events and/or force majeure.
* For tickets purchased on the website or App; THE CUSTOMER must show the ticket on them mobile device to scan the QR code and board the bus directly.
* It is essential to present a valid ID card when purchasing the ticket at the ticket office and when boarding the bus for the following types of discounts:
- Student
- INAPAM/INSEN
- Teacher
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.
For any clarification, please contact 477 710 00 60.
Travel Insurance
Your ticket covers traveler’s insurance, please keep it. Compensation for loss or damage of equipment will be governed according to article 62 of the Federal Roads and Bridges and Auto-transportation Law and its regulations.
Can children travel unaccompanied?
For safety reasons, no one under 16 years of age is allowed to travel alone and must always be accompanied by an adult.
Can I reschedule my tickets?
Yes, you can only make the modification to your departure time, and it must be done at least one hour prior to the departure of the assigned schedule.
You can do it through our Call Center 477 710 0060 at the following times 07:00 to 23:59 hrs. if your purchase was made through the following means:
- Call Center
- Ticket offices (except for open and electronic ticketing)
- Primera Plus sales modules located in major shopping malls (except for open and electronic ticketing)
Presenting yourself with the ticket at our ticket offices if your purchase was:
- Website
- APP
- Agency
- OXXO
Important: Schedule changes will only be made prior to the departure of the assigned schedule.
Pet transportation policies and requirements.
In the Passenger Lounge: Visually impaired people accompanied by their guide or assistance dog.
- Also: Emotional support or medical alert pets.
- In both cases:
- Present the documents that certify it.
- They must travel in the spaces suggested for them.
In the trunk of the bus: Dogs, cats or companion pets
- In its transport cage in good condition and according to the size of the pet.
- To avoid pet stress:
- Provide a sedative prescribed by a veterinarian.
- Prevent the pet from traveling more than 8 hrs. and/or in temperatures greater than 30 degrees Celsius.
Baggage and excess documentation policies
The passenger will have the right to carry a maximum of 2 pieces, suitcases or pieces of luggage per ticket purchased at the bottom of the bus.
Baggage claim policy
The maximum time in which you can make a baggage claim is 72 hours after the end of the trip.
The investigation process takes approximately 72 hours. In case of not being located, compensation is determined based on the provisions of the Communications and Transportation Law.
* We are not responsible for black bags with articles or clothes that are given to us for transportation, these travel at the customer’s risk, however they will be received and labeled for control of the other luggage on the bus
Open ticket conditions
This type of ticket does not have a defined travel date, for your convenience, this is determined by you at a later date. It is valid for 180 days from the date of issue. To board the bus, you must make the exchange at the ticket office before the departure of the service you want (it is subject to seat availability, therefore, make your exchange in time).
*Once the ticket has expired, there are no cancellations or refunds
You can redeem your tickets at:
https://viaje.primeraplus.com.mx/exchange
Cancellations
Tickets purchased at Ticket Offices or Modules
You may only cancel your ticket by presenting it at the ticket office in its entirety, unless you present it at the ticket office up to 60 minutes before the departure time marked on the ticket.
- Expired ticket no refund applies.
- Ticket Transferred on one occasion will not be cancelled.
- BILLED ticket will not be cancelled.
- Ticket must be delivered for cancellation.
- No erasures
- Entire
- Readable
Tickets purchased at the Call Center, Website or Mobile Application
You can only make cancellations purchased by these means, by contacting 477 710 00 60 from 07:00 hours to 23:59 hours and with a minimum of 60 minutes prior to the departure time marked on the ticket.
- Expired ticket no refund applies.
- Ticket Transferred on one occasion will not be cancelled.
- BILLED ticket will not be cancelled.
- Not exchanged at the ticket office.
- The cardholder or the passenger may contact us to make the cancellation.
- No partial cancellations are made. Examples: When you buy round trip and used the one-way and you want to cancel the return. When you buy several tickets and want to cancel some of them.
Travel agencies and other authorized 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 indicated on the ticket, during the opening hours indicated by the different establishments.
- Refunds for this reason will be subject to the rules of each Travel Agency or Authorized Point of Sale.
OXXO stores.
It can only be cancelled up to 60 minutes before the departure time marked on the ticket, change directly at the ticket office presenting the 2 parts of the ticket delivered by the OXXO store. (2 parts = passenger’s heel + operator’s heel).
- Expired ticket no refund applies.
- Ticket Transferred on one occasion will not be cancelled.
- BILLED ticket will not be cancelled.
- Ticket must be delivered for cancellation.
- No erasures.
- Entire.
- Readable.
Cancellation conditions.
- In the case of ticket offices, sales modules, Call Center, web portal and mobile application refunds will be made through the same payment method used by the customer (cash and/or credit or debit card).
- Refunds for tickets purchased at Ticket Offices or Sales Modules for credit or debit card payment methods, the customer must show the card with which the purchase was made at the time of requesting the cancellation, since the refund will be made through the issuing bank to the same card (check with your bank for refund terms).
- Refunds for tickets purchased through Call Center, Web Portal or mobile application will be applied through the bank that issued the card with which the payment was made (check with your bank for refund terms).
- Invoiced tickets cannot be canceled.
Redemption of tickets purchased at the Call Center.
You must present 30 minutes in advance to redeem your ticket:
- Official identification of the card holder.
- Credit card used to make the purchase.
- Operation number.
Cancellation of tickets purchased with CoppelPay.
In order to cancel the ticket, it is necessary to call 477 710 00 60 60 minutes before the departure of the service.
Conditions:
- Not having redeemed the ticket at the box office
- That his departure has not yet taken place
Once the transaction has been canceled, you must contact the issuer to cancel the charge:
- Customer service phone: 800 220 7735
- Online chat: https://www.coppel.com/
- Complaints and suggestions: https://www.coppel.com/quejas-y-sugerencias
- Any physical Coppel store
Purchase conditions when making your reservation on our website and choose payment in an OXXO store:
- This reservation does not guarantee the seat until the moment of payment, so the seat is only suggested.
- In case of cancellation of the ticket, there will be a penalty of 4.64% of the paid cost.
- In order to cancel the ticket, it is necessary to call 477 710 00 60 60 minutes before the departure of the service.
- Conditions:
- Not having redeemed the ticket at the box office
- That his departure has not yet taken place
- Does not apply to discounted ticket purchases from:
- INSEN formerly INAPAM
- Students
- Teachers
- Different capabilities
- Children
It is MANDATORY to show one of these documents when boarding the bus:
- INE/ID
- Draf
- Passport
- Professional License
- Driver’s license
- In case of being a minor, the adult accompanying the minor must identify
What are the discounts on Primera Plus website and APP?
- Up to 10% discount can be obtained by purchasing your single ticket at www.primeraplus.com.mx or at the APP.
- Up to 10% discount on the return trip can be received as long as a round trip is made in a single transaction. To the same origin – destination.
- Example for exercise:
- One way trip León to Mexico North
- Return trip Mexico North to Leon.
Discounts offered at www.primeraplus.com.mx and APP
Not applicable for the following Routes:
- Mexico City Airport T1 and T2 – Querétaro
- Querétaro – Mexico City Airport T1 and T2
- Mexico City Airport T1 and T2 – Querétaro North
- Querétaro North – Mexico City Airport T1 and T2
- Guadalajara Central New- Mazatlan
- Mazatlán – Guadalajara Central New
- Zapopan Terminal – Mazatlán
- Mazatlán – Zapopan Terminal
- Mazatlán – Guadalajara Central New
- Discounts on Discount
Does not apply to discounted ticket purchases from:
- INSEN formerly INAPAM (Older adults)
- Students
- Teachers
- Different capabilities
- Children