FAQ's

  • Tickets and points of sale

    Do I have to buy a ticket for the bus route and a ticket for the train route? 

    Yes, since these are different ways of enjoying the best our city has to offer, the tickets are different.

    Is the ticket valid for one day or for 24 hours?

    For the bus route the ticket is valid for 24 hours. For the train route, for only one journey.

    Where can I buy the tickets? 

    Tickets for the train and bus may be purchased year-round on our website, in the Tourism Office (Boulevard 8), in most hotels and through our business partners. During the high season, they are also available at sales points located at the start of the routes (Reina Regente and Paseo de Salamanca). Please remember that you have to print the voucher and show it on paper to board the train.

     

  • Issues

    I’ve lost my ticket. What can I do?

    Unfortunately you must make a new purchase, since the lost ticket could have been used by someone else.

    Do you have a lost property office?

    Any items found aboard our vehicles or that are turned in to us will be held for a period of one month. Check by calling us on 629 650 376.

    I have made a purchase on the webpage but I am not sure if it has been processed correctly. How can I know it?

    If the transaction has been processed correctly, you will receive a confirmation via email. Anyway, if you have coverage problems, do not make the purchase more than once until you receive the confirmation.

    I have made a purchase on the webpage but I have not received the voucher. What do I have to do?

    If you make a purchase and do not receive any email with the vouchers attached, please, contact us in customers-eas@city-tour.com and we will send them to you.

  • Guidelines and service

    Can I bring a baby buggy on board?

    Yes, but it must be properly folded and placed where it won’t inconvenience other passengers.

    Are animals allowed on board?

    Only service dogs are allowed.

    Do I enjoy priority boarding on the train if I’ve already purchased my ticket?

    No, seats are assigned on a first-come, first-served basis.