Frequently asked questions

Unfortunately you must make a new purchase, since the lost ticket could have been used by someone else. You can only board the bus with a valid ticket, and its loss or theft does not give rise to any entitlement to replacement or refund. Not other forms of payment receipt or reused vouchers are accepted. Once you have acquired your ticket, you must keep it, as you must be able to show it both when boarding the bus and during routine checks. It is the customer’s responsibility to prove that he or she has been supplied with a ticket and, if this has not happened, to ask for one from our on-board staff when making the purchase.

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.

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.

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.

On the lower deck of the bus, there is a luggage rack and a designated area for large items, suitcases, and baby strollers. The company is not responsible for any damage or loss.

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

Yes, guide dogs are always accepted. Additionally, pets are allowed on board as long as they do not exceed the seat width, do not occupy a seat, and can travel in their caregiver’s arms.

For the bus route the ticket is valid for 24 hours.

Tickets are available all year round on our website, on board the bus, at the customer service centre at República Argentina 2 (in front of the Victoria Eugenia Theatre), at the tourist office on Boulevard 8, and in summer at the Donostia Turismo information centre, located opposite the train and bus stations.