FAQ

Every adult ticket includes, at no extra charge:

• 1 checked bag: Up to 50 lb (22.6 kg).
• 1 small carry-on: Up to 25 lb (11.3 kg) for the overhead bin.
• 1 personal item: Up to 10 lb (handbag, school backpack or laptop case) to fit under your seat.

Children with a paid ticket may bring 1 bag of up to 50 lb checked in the luggage hold and 1 personal item of up to 10 lb in the cabin. Folding strollers can be checked at no extra charge as a family courtesy.

The maximum weight for your personal item in the cabin is 10 lb. It must fit easily under the seat in front of you so it does not block exits or emergency aisles.

There is a variable fee based on the extra weight or volume at the ticket office. Acceptance depends strictly on available space and the bus’s legal weight limits on that departure. We recommend checking in advance at your departure terminal.

The following items carry an extra charge for oversize or volume: sealed cardboard boxes, large coolers, boxed bicycles, screens / TVs and similar items. All of them must be checked at the ticket office before boarding.

Pets are accepted only in the luggage hold (never in the passenger cabin), in a suitable rigid carrier that is well ventilated and clean. Transport depends on weather along the route, the animal’s well-being and space in the ventilated hold. Officially accredited service or support animals must be reported at the ticket office before the trip.

Under federal binational transportation rules (USDOT in the U.S. and SCT in Mexico), it is strictly prohibited to carry:

Any item that endangers the bus or its passengers will be confiscated and handed over to the authorities.

Yes, all children aged 2 to 10 get a special reduced fare. When buying and boarding, the child’s age must be shown with a birth certificate, passport or CURP. Children under 2 travel free on an adult’s lap.

Yes, passengers aged 60 and over get a preferred fare. An official photo ID showing date of birth is required (INE, passport, INAPAM card or state ID).

Yes, you can reschedule your trip under these conditions:

• At least 1 day in advance: Administrative fee of USD $10.
• On the day of departure: Fee of USD $40, requested no later than 4 hours before the scheduled departure.

Our general policy is that there are no cash refunds once a ticket is issued. However, in exceptional cases formally reviewed by operations management, a refund of up to 50% of the total paid may be considered.

No, tickets are strictly personal and non-transferable. The name on the boarding pass must exactly match the official photo ID shown at boarding and to immigration officers.

If you bought online, you can show your digital confirmation on your phone at no cost. If you need a reprint at the ticket office for a manually issued ticket, there is an administrative fee of USD $10 after identity verification.

Yes, you can buy tickets in the name of a family member or another person, both at the ticket office and through our online channels. Just enter their full first and last names exactly as they appear on their official ID or immigration document.

All passengers must arrive one hour before the scheduled departure. This time is needed to check bags, verify immigration documents and keep the schedule on time.

Yes, you must show your boarding pass when you board, either printed or on your phone, along with your photo ID. Without it, staff cannot let you board.