FAQ (Frequently Asked Questions)

This is a temporary multi-journey ticket with which you can travel from one point of origin to another destination, always at the same stops, free of charge.

• The Free Bonus is personal and cannot be transferred to anyone else.
• A Free Bonus is required for each journey with a stop at the origin and destination.
• A deposit is required to obtain it (only MITMA).
• It is valid for a certain period of time.
• It has a minimum number of journeys required.
• It has a penalty in case of misuse.

You must fill in the form that appears in your HifeClass® profile.
If you are not registered for HifeClass®, click here.

No, tickets must be purchased separately and you cannot buy more than one ticket per day in each direction without having used, cancelled or validated them beforehand.

Check all the conditions

No, the Bono Virtual is a balance that is always available for any Hife journey and has no expiry date. The Free Bonus is for certain subsidised journeys and has a fixed expiry date.

The discount shall apply to multi-journey tickets for more than two journeys purchased between 1 September 2022 and 31 December 2024, excluding single and return tickets as they are not considered 'frequent traveller' tickets. 

In the case of Hife, the extraordinary discounts of up to 50% apply to the Hife discount card, T10/120 and our Bono Virtual. As well as on the multi-journey tickets of the city councils of Tortosa, Torredembarra and Cubelles.

If you already have one of these cards, you do not need to purchase another one.

No, it is not necessary.

For Hife discount card and Bono Virtual, it is not necessary, the discount is applied during the ticket purchase.

T10/120 card need to be recharge the card from 1 September to benefit from these discounts.

In the Hife discount card and Bono Virtual, when your credit runs out, the usual recharges are maintained. We remind you that when the original fares return, the last top-up will condition the operation of the Bono Virtual and the Hife discount card.

On the T10/120 card (only for Terres de l'Ebre) the top-up is now €5 for 10 tickets (€0.50 per journey).

The balance is not lost, you can use it until it is used up.

For the Hife discount card and Bono Virtual, the special discounts will be applied directly to the purchase of the ticket.

For the T10/120 card (only Terres de l'Ebre) the remaining journeys will be discounted until they are used up. The new price will be applied to the next recharge.

On the T10/120 card (Terres de l'Ebre only), discounted top-ups will be available until 31 June 2023. 

For the Hife discount card and Bono Virtual, discounted fares will be available until 31 June 2023. From 1 July 2023 the tariffs will be updated to the original prices. We remind you that the last recharge conditions the operation of the Bono Virtual and the Hife discount card.

Each sales channel and each type of ticket has its specific conditions. You can check them in Sales channels and Ticket management.

On the web or in the App, do a search with origin and destination, choose the day you want to travel and you will get the journey times.

We offer bus rental with driver, complete the form to organize your trip, tour or other event ...

HifeClass® is a new recognition service for our clients where we offer a series of advantages and benefits. See more information.

The Hife Bono Virtual is a virtual wallet, included in your HifeClass® profile, to buy tickets and benefit from discounts.

If you are registered in HifeClass® you can generate invoices for your tickets directly from your user profile.

In case of an unregistered purchase you can request an invoice at User Assistance > Request invoice

If you are registered in HifeClass® you can change the name of the holder of your tickets directly from your user profile.

If you are registered in HifeClass®, you can cancel your tickets directly from your user profile.

Yes, tickets can be canceled without being registered through User Assistance> Change and Cancellations

Failure of the passenger to appear at the designated place and time of departure will result in the loss of the trip and will not entitle them to change the ticket nor receive a refund of its amount.

Ticket cancellations must be carried out through the same channel in which they were purchased. If a ticket purchased with a discount card or at a physical point of sale is to be cancelled, the passenger must go to that point of sale or, if not possible, send the physical ticket to Hife in order to process the cancellation. In case of loss or misplacement of the ticket, since it cannot be duly presented, no changes or refunds can be made.

Ticket cancellations are subject to deductions depending on when the request is made, as follows:

• For cancellations requested at least 48 hours before the service departure, the ticket amount will be refunded minus 10%.
• For cancellations requested between 48 and 2 hours before service departure, the ticket amount will be refunded minus 20%.
• Less than 2 hours before service departure, ticket cancellations are not allowed.
• Tickets must be cancelled through the same channel in which they were purchased.
• In case of ticket cancellation, any management fee associated will not be refunded.
• Round-trip tickets must be cancelled in full; it is not possible to cancel only one leg.
• Exception: for journeys to/from Barcelona and Barcelona Airport, tickets may be cancelled or changed up to 45 minutes before departure.
   

If you are registered in HifeClass®, you can manage your tickets directly from your user profile.

Yes, tickets can be exchanged without being registered through User Assistance> Change and Cancellations

No, it's not necessary. Purchases can be made as an anonymous user, although it is advisable to be registered to enjoy promotions, discounts and facilitate ticket management.

On the web or in the App, do a search with origin and destination, choose the day you want to travel and you will get the journey times where you can choose the rate and continue with the purchase process.

1. DISCRETIONARY SERVICES

1.1 Cancellations

The CLIENT may cancel the requested services at any time through the designated booking system. The CLIENT shall be entitled to a refund of the amounts paid, subject to the following penalties payable to HISPANO DE FUENTE EN SEGURES, S.A.:

• Cancellations notified more than 30 days prior to the service departure: 100% refund of the amount paid.
• Cancellations notified between 29 and 3 days prior to departure: 25% refund of the amount paid.
• Cancellations notified less than 72 hours prior to departure or in case of no-show: no refund will be issued.
• The penalty shall apply from the moment the booking is confirmed.

If the CLIENT does not expressly communicate the cancellation and fails to meet the payment deadlines, HISPANO DE FUENTE EN SEGURES, S.A. shall be entitled to apply and claim the above penalties. The resulting amounts must be paid within a maximum period of THIRTY (30) days from the date of notice.

1.2 Changes

All change requests must be made in writing.

Date changes:

Allowed free of charge if notified more than 30 days in advance.
Not allowed if notified less than 48 hours before the start of the service.

1.3 Service alterations
The following shall not be considered substantial modifications:

• Replacement of visits with others of similar characteristics.
• Changes in schedules or in the order of activities.
• Changes in the location of meals or accommodation within the itinerary.
• Occasional substitution of the means of transport.
• If, for technical or organizational reasons, it becomes necessary to suspend the service, HISPANO DE FUENTE EN SEGURES, S.A. shall offer the CLIENT an alternative date or a full refund of the amount paid.

1.4 Service performance

Itineraries may be subject to changes due to circumstances beyond the company’s control (including road incidents). In such cases, appropriate solutions will be adopted to ensure the continuation of the service at no additional cost.

If the CLIENT continues the trip under the proposed solutions, this shall be deemed as tacit acceptance of such conditions.

 
2. REGULAR SERVICES

2.1 Ticket changes

• Failure of the passenger to appear at the place and time of departure shall result in the loss of the ticket, with no right to change or refund.
• Changes may only affect the date or time of the service; it is not possible to modify the route, passenger details, or bus number.
• Changes must be made through the same sales channel used for purchase. In the case of tickets purchased by phone, changes must be made by calling +34 977 440 300, Monday to Friday (business days), from 9:00 to 13:00 and from 16:00 to 20:00.
• Only one change per ticket is allowed. The first change will be free of charge, except for telephone sales, which may involve additional handling fees.
• Closing an open return ticket shall be considered a change.
• Changes are allowed up to 2 hours before departure, subject to seat availability.
• After a change, seat allocation will be assigned automatically by the company.

2.2 Ticket cancellations

Failure of the passenger to appear shall result in the loss of the ticket with no right to a refund.

Cancellations must be made through the same sales channel used for purchase. In the case of tickets purchased with a discount card or at a physical point of sale, the passenger must go to that point of sale or send the ticket physically for processing.

In the event of loss or misplacement of the ticket, changes or refunds will not be possible.

Cancellations are subject to the following deductions:

• More than 48 hours before departure: refund of the ticket amount minus 10%.
• Between 48 and 2 hours before departure: refund of the ticket amount minus 20%.
• Less than 2 hours before departure: cancellations are not permitted.
• Handling fees, if applicable, will not be refunded.
• For round-trip tickets, cancellation must apply to both journeys; it is not possible to cancel only one leg.

We offer discounts on our services associated with the corresponding accreditations such as Large Family.

Bicycles can be transported with a number of requirements.

Minors can travel with a series of requirements. Authorization for unaccompanied minors.

You can do it using our form.

Consult this section to find out how to recover it.

Responsibility is legislated by law L.16 / 1987, of July 30, on the Regulation of land transport and by Regulation (EU) number 181/2011 of the European Parliament and of the council, of February 16, 2011

The luggage that can be carried on the bus can be consulted at this link.

The transport of the bicycle on the bus and the extra luggage are subject to certain conditions and extra expenses.

Sports equipment or mobility elements can go to the bus with a series of requirements.

Musical instruments can be brought on board with a number of conditions.

The transport of pets by bus is regulated by law, see all the conditions.

We have put at your disposal a form of "Inquiries / Issues" accessible from the menu itself User Assistance > Support