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Conditions

Sales Channels and Ticket Management
Bus ticket sales channels offered by HIFE

 

Sale of Tickets

HIFE S.A sells bus tickets in person at authorized points or establishments. Tickets may be obtained at these points and discounts may be requested according to the conditions of the concession. In addition to these sales channels, you can additionally purchase our tickets through travel agencies and online marketing platforms such as Movelia on your website www.movelia.es. In these additional channels the conditions will be specific to each medium.

Sales Channels

To promote the purchase of tickets, 3 types of sales channels are offered: Face-to-face Sales Channel, Online Sales Channel and Telephone Sales Channel. Improper use of any official HIFE sales channel for fraudulent uses will result in the corresponding responsibilities, if proven to have been exercised in bad faith, guilt or negligence.

Tickets and Seats

The number of passengers transported and tickets sold may not exceed that of authorized seats, which means that all minors count for the purposes of number of passengers transported (Royal Decree 965/2006) and, consequently, all must hold a ticket, regardless of age.

Payment Modalitis

There are different payment methods, so for face-to-face sale at ticket offices the accepted payment method is cash payment, bank card or transport cards. In the sale of tickets on board our coaches is only offered: payment by cash or transport card. For sale online through our website payment is made by bank card.

Tickets Purchased Online or By Telephone

In the case of HIFE tickets purchased through digital channels or through our telephone service of purchase the total amount of the tickets is composed of the price of the ticket according to the rates in force in the concession with the promotions and discounts in force, plus the additional amount expressed as a management cost. The cost of management shall apply to each ticket, with round-trip tickets being considered as a single ticket for the purposes of that cost. The price of the ticket includes 10% VAT.

Ticket Change

The non-presentation of the traveler at the place and time of departure will lead to the loss of the trip and will not give the right to exchange the ticket or refund it.
Changes may only affect the date or time of the service, and it is not possible to make any changes to the route, personal data of the traveler (s) and / or bus number.
Ticket changes must be made through the same channel through which they were purchased. The exchange of tickets purchased by telephone will be made at the calling number 977 440 300 from Monday to Friday, from 9:00 a.m. to 1:00 p.m. and from 4:00 p.m. to 8:00 p.m.
Only one change per ticket is allowed, the first time or date change being free, except in telephone sales, which may entail an additional management fee.
The closing of an open return ticket is considered as change. Ticket changes will be allowed up to 2 hours before the time that appears in the service and will be conditional on the existence of places available on the new date requested.
When a ticket change or closing is made, the place will not be able to be chosen since the company assigns it automatically.

Tickets Cancellations

The non-presentation of the traveler at the place and time of departure will lead to the loss of the trip and will not give the right to exchange the ticket or refund it.
Ticket cancellations must be made through the same channel through which they were purchased. In the event of cancellation of a ticket purchased by means of a discount card or at a face-to-face point of sale, you must go to the point of sale or, failing that, physically send the ticket to HIFE to effect said cancellation. In case of loss or misplacement of said ticket and not being able to present it properly, no changes or refunds can be made on it.
Ticket cancellations are associated with deductions based on your request, as follows:

  • Cancellations requested, at least 48 hours before the departure of the service, the amount of the ticket is refunded, deducting 10%.
  • Cancellations requested between 48 hours and 2 hours prior to the departure of the service will be refunded deducting 20% of the amount of the ticket.
  • 2 hours before the departure time of the service, ticket cancellations are not allowed.
  • In case of cancellation of the ticket, the management cost will not be returned, if it had been associated with it.

Rates In Urban Services

In the case of urban services your bus tickets apply their own associated fares. Its marketing is face-to-face and is always carried out on board the bus, at the time of access to the bus by means of the vending machine or other supports on board the bus. Payment may be made, depending on the specific and commercial conditions of each service, by cash payment or by transport cards if you have associated them for these services. Please note that payment by bank card is not allowed.

Promotional Campaigns

The special campaigns promoting some of our bus tickets scheduled by HIFE S.A are subject to particular conditions available to travelers at the point of sale, website and will apply to the ticket purchased.

Tickets Purchased With Transport Cards or HIFE Sales Points

Can be paid in cash or by credit or debit financial card. They are the only means of payment accepted at HIFE outlets (box offices).

Return Tickets Face-to-Face Sale

On open return tickets, a journey will be closed before accessing the bus.  Closure can be made in any of our sales channels as long as there are places in the desired service.  If the return ticket does not include the day, time, seat and vehicle relating to the return, the traveler must show up at the corresponding sales office of the company at the latest in advance to confirm the return, which will be conditioned on the existence of available places on the requested date. The minimum time to close a return ticket is 10 minutes before accessing the service. There is no charge for confirmation of return. The open return will be valid for 6 months from the date of purchase and the possibility to close it will depend on the availability of places in the desired service.

Return Tickets Online Sale

If the closing time of the ticket is very close to the departure time of the bus the online system will not allow the process of closing by the website or the App. If the closing request is made in our telephone service, associated management costs may apply for that service.

Changes or Closing of Return Tickets

When a change or closing of the ticket is made, the place cannot be chosen as the company assigns it automatically. Changes may only affect the date or time of the service, it is not possible to make any changes to the journey, personal data of the traveler(s), assigned place and/or bus number. The closing of a ticket is considered as a change. Ticket changes will be allowed 2 hours before the time on the service.

Online sales bus tickets

Purchase 

The online sales channel includes the sale through our website www.hife.es or app in which bus tickets purchased under this modality will always be nominative, personal and non-transferable. For its use it is required to verify a personal document of the traveler (ID, NIE or passport) and that this data corresponds to the personal identification number reflected on the ticket.   

If the ticket is purchased by a person other than the person who travels, the details of the person travelling will be completed. It is very important that you have prepared the ID, NIE or PASSPORT to show it to the driver who will carry out the checks of ownership of the same associated with the ticket purchased online.

On tickets purchased online for minors who lack documentation, it will be necessary to reflect the document of the person accompanying the minor in the section of the website reserved for this purpose. 

Tickets can also be purchased online through the www.movelia.es or other platforms that specify their own trading conditions and that only allow payment by credit cards.

In the online sales process, the process of carrying it out will be detailed in each of the pages.

The sale of these tickets is subject to the existence of places and closes moments before the chosen service time, 10 minutes before. 

Until payment has been formalized through the financial institution, the ticket is not considered valid. 

For the payment of the online ticketing method we offer the possibility to always do so by bank card or through a virtual bonus account, in which the traveler can make a minimum top-up that will allow him to manage the purchase of his tickets and obtain discounts associated with them (see conditions of the Virtual Bonus and HIFEClass Points Program).

For all types of tickets purchased online, HIFE is not responsible for incidents related to tickets or locators in which travelers are not correctly identified. 

It is necessary to keep the paper printed ticket or locator number available to company staff.

The management of tickets must be made through the same online channel through which it was made, the purchase. Each channel applies its own conditions.

Tickets purchase online for other travelers

If the ticket is purchased by a person other than the person who will travel you will need to fill in the section with the details of the person traveling.  

Tickets Purchased Online for Children under 4 years old

On tickets purchased online for minors who lack ID, it will be necessary to reflect the ID of the person accompanying the minor, in the section of the website reserved for this purpose.

Close of tickets with open return purchased online

The traveler must show up at the corresponding sales office of the company at the latest in advance to confirm the return, which will be conditioned on the existence of places available on the requested date. There is no charge for confirmation of return. The maximum date for a return of an open return ticket is 6 months from the date of departure.