Monbus

Children under four years of age must always travel accompanied by an adult, otherwise the child access to the service won’t be allowed.
It is recommended that users of four years of age or more, but under 12 years of age, to travel always accompanied by an adult, even though they will be allowed to travel alone if they have the corresponding authorisation of their parents or legal guardians, and if the requirements established in the general conditions of the transport service are fulfilled, you will be able to check in the purchasing process.
In the same way, it is important for you to take into account there is no assistants in charge of the minor and that the transport will be carried out under the full responsibility of the father, mother or legal guardian of the minor.

• Authorisation for the transport of a minor without any company.pdf

Yes it is. In order to modify the tickets which have been bought both through the web page and at the ticket office, you should access the section “Manage your Reservation” of the homepage of the web and enter the following data:

- reservation code (“reservation cod.”) which appears during the purchase process in the web page (see image 1) or in your printed ticket bought at the ticket office (see image 2)

- the email you provided during the purchase process in the web or the access code (“access cod.”) when the tickets have been bought at the ticket office (see image 2)

If you have doubts about how to manage your reservation, access the help step by step and we will guide you during all the process.
You can modify a ticket a maximum of three times, which can include changes about the date and time of the expedition, as well as changes of numbered seat (if it is a service for which this option is available). You can also print your tickets as many times as you want. Nevertheless, in order to cancel a ticket bought at a ticket office it will be compulsory to go to any of our authorized points of sale.
Anyway, you will always be able to check special baggage or excess baggage by means of the module “Manage your Reservation” in those services for which this option is available.

You have right to modify the ticket for free three times if you ask for the modification more than two hours before the time of departure of the service. Once you have modified the ticket the first time, you will lose your right to the cancellation of the ticket, maintaining only the right to modify it two more times. In the same way, the possibility of modifying the tickets expires after three months from the date of the purchase.
The only modifications allowed will be: date and time of the expedition as well as the seat (for those services in which the seat can be chosen)
You won’t be able to modify tickets or vouchers with a special rate (promotions and special discounts).

No you can’t, the departure point and the destination will never be modified once the ticket has been bought. In this case you should cancel the ticket and buy a new one for the departure point and destination you want, taking into account the penalizations which are applied if you cancel a ticket.

If you want to transport your special luggage (bicycles, surfboards, skis, etc.) on our services remember that:

• The possibility of transporting this type of objects will be subject to the availability of space inside the vehicle’s boot.
• The maximum number of units which will be transported per vehicle will be three units but only one unit per passenger will be allowed.
• You should wrap properly your special baggage in order to avoid damaging or getting dirty the baggage of the rest of the passengers, as well as in order to preserve your own luggage. In the case of bicycles, in addition to wrap them, you should take them with the front wheel removed.
• You should go to the ticket office at least ten minutes before the estimated time of departure.

If you want to transport your special luggage (bicycles, surfboards, skis, etc.) on our long-haul services you should check them when you buy the ticket, so you will have to pay the special rate indicated during the purchase process in the web page www.monbus.es.

On the other hand, if you want to transport your special luggage (bicycles, surfboards, skis, etc.) on our short-haul services you must make a reservation through the email info@monbus.es or by calling the customer service telephone number +34 900 92 91 92.

In both cases, if at the moment of getting on the bus, there is no space in the boot to transport some of these objects, the company will adopt the appropriate measures in order to transport them in the following service with space available and you won’t be entitled to any type of compensation due to this change.

The purchase of a ticket entitles you to transport free of charge two baggage items (suitcase, rucksack or travel bag) provided that the dimensions are below half a cubic metre and they don’t exceed on the whole 30 kg, excluding the special baggage you will have to check independently paying the corresponding rate.

Yes it can, if the requirements established in the General Conditions of the transport service which you will be able to check in the purchasing process, are fulfilled. Anyway, it is important for you to know that:

- It is strictly forbidden the transport of animals in the passengers' cabin with the exception of the guide dogs and assistance dogs for people with diabetic or epileptic disorders as long as it complies with the terms contemplated in Royal Decree 1544/2007, of 23 November, which regulates the basic conditions of accessibility and non-discrimination for access to and use of modes of transport for people with disabilities.
- The pets should travel on the same bus as their owner.
- It will only be allowed the transportation of a pet in each service.
- Your pet should travel in the boot of the vehicle and inside a cage duly certified.
- The transport of the pet will be performed under your full responsibility.

If you want more information about the requirements demanded check the General Conditions of the transport service. 

The pets travel safely in the boot of the bus, even though you should take into account that their transport will be performed under your full responsibility. In the same way, when you take the bus the pet should be in perfect hygienic and physical conditions and inside a cage duly certified, exempting the transport company from any damage the pet may suffer during the transportation. Sometimes, the sedation of the animal may be recommended to minimise the stressful situations during the journey. 

Is it possible to feed the animals travelling on the boot when the vehicle makes a technical stop?

Yes it is, you should only ask the driver to open the boot to be able to access the cage of the animal. In these cases, it is recommended to put the cage in an easily accessible  place during the stops.

If you want to make a formal complaint against the company, you should do that in the official book completed by the Administration, you can ask for at the different ticket offices authorized for the sale of tickets, as well as in the vehicles providing the services

In this case, you can conduct a complaint in the official book (completed by the Administration) you have at your disposal in the different vehicles providing the services and in the offices of the company. In the same way, you can contact the Customer Service, calling the phone number +34 982 29 29 00 or sending an email to the address: info@monbus.es