Monbus

You must submit your complaint via website. 

In the complaint form, you must select “complaint” and it is important that you fill in all required fields: date, time, line, bus stop of the service you used. We recommend giving the most complete information possible to reduce the resolution time. 

If it is not possible to submit it through the web due to special circumstances, you may phone to our customer service. They will help you with the procedure.

We will acknowledge your complaint within 48 hours, except in exceptional cases arising from errors or specific incidents.

We will review your information and respond to you within 15 days.

If you want to know the status of your complaint, you can do through the customer service channels (info@monbus.es or 900 92 91 92).

On routes departing from and arriving at destinations in Spain, no documentation other than the ticket reference is required. Other paper will only be required when:

• If you ticket is special fare such us “Youth” or “Over 65s”, in which case you will be asked to show your ID proving that you are entitled to the fare. 
• If your ticket has discount applied to your fare (Large Family, Pensioner, etc.) you will need to carry your ID and other documents that show that you are entitled to the discount. 
• When you travel with children under 3 years old, who has discount on ticket prices, you will be required to show documents that prove they are entitled to the discount.
• Children under 12 years old traveling alone must carry with the ticket the Authorization for unaccompanied minors: copy of the Authorization signed by a parent or guardian and validated by the company.
• If you travel with your pet or assistance dog, you must carry animal’s papers. 

Passengers must carry original documentation or officially validated copy. In no case will photocopies be accepted.

It is forbidden the access to the vehicles of the different companies adhered to Monbus with bicycles and electric scooters, as well as any other mobility device equipped with electric batteries, with the only exception of vehicles for people with reduced mobility. This decision is adopted for safety reasons and in accordance with the provisions of Article 89.3 of Royal Decree 1211/1990, of September 28, which approves the Regulation of Land Transport Management and Article 11. 2 of Royal Decree 1428/2003, of November 21, which approves the General Traffic Regulations.