Purchase conditions

Identification details of the person responsible for the Websit

Entity: “ALCALABUS S.L., EMPRESA MONFORTE S.A.U., CASTROMIL S.A.U. Y LA HISPANO IGUALADINA S.L. UNIÓN TEMPORAL DE EMPRESAS LEY 18/1982 (ABBREVIATEDLY, “UTE SERVICIO AEROBÚS”)”.

ID: U-27518471

Address: Polígono Industrial de la Pedrosa, Carrer de Rafael Barradas, 29. 08908 L’Hospitalet de Llobregat.

1. Ticket purchasing process through Internet

To purchase through the Internet, you need to follow and complete all the steps which are indicated in the Web Site, and which are summarized below. The purchase will only be completed once you introduce your bank details and once the payment is confirmed by your bank entity, moment from which the amount of the ticket will be charged, and the ticket will be issued.

You will be able to buy your tickets in this Web Site, as well as through the following sales channels: mobile app, self-selling machines, on board the bus or through the assistance staff. On the Website you can obtain information about the lines, schedules and sales channels.

Once the start screen appears, you can access the purchasing process through the selector at the top of the page. Then, you should cover the necessary data following the process we summaries below:

Select the type of fare you want from among those offered by Aerobús.
Select the number of tickets associated with that rate and click on “Add tickets” to confirm your selection. You can repeat steps 1 and 2 for each of the rates offered.
Once your selection of tickets is confirmed, you must click on “Buy” to be redirected to a screen that will show a first summary of your purchase.
If you are satisfied with your order, you must click on “Continue” to access the next step, in which you must:
1. Enter your personal details: Name, surname and email address.
2. Select your payment method.
3. Accept the payment and transport conditions. In order to continue with the purchase process, you must accept the conditions, so it is important that you read them carefully. If you do not agree with the conditions, you can cancel the purchase process. In case you agree with the payment and transport conditions, you must indicate it by clicking on the verification tabs.
Once you have accepted the conditions, you must click on “Complete purchase”. Next, you will be redirected to a payment gateway where you can pay the amount of the purchase.

When you finalize the payment, we will show you in the screen the ticket/s which has been bought in a format will allow you to keep it on any device and show it to the driver when getting on the bus.

If after your payment you cannot view your ticket/s, you should inform the Customer Service Department (through the website contact form) providing the reference of the ticket or the data you have, to be able to identify the operation, as well as a contact phone number.

We inform you that if you want, you can let us know any incident or suggestion by means of the Suggestion Box of the Website. In the same way, in the FAQ section you can check if your suggestion or incident has been answered.

2. Special offers exclusive for the online purchase

Sometime, the company of transportation will be able to offer tickets with special discounts that involve a reduce regarding the normal fare, and that only affect some concreted expeditions freely determined by the company.

During the process of purchase or consult of schedules on the Web Site, you will be able to check the different fares and offers available for the online sale.

In case that this type of tickets is offered on special prices, those will be subjected to the following special conditions:

Every user of the Web Site will be able to accept this offers when purchasing a ticket, provided that they are available for the concrete expedition selected.
The maximum number of seats that will be able to be offered for vehicle with this type of offers will be variable for every expedition on function of exploitation criteria.
The price of the ticket subjected to the offer will always be lower than the normal fare.
It will not be able to apply any discount to these fares, given that they have a special price.
The company of transportation reserves the right to establish those concrete expeditions on which this type of offers will be established, as well as the number of seats affected for them.
This type of offers only will be able to be purchased through the online sale on the Web Site

3. Payment methods

The only payment methods accepted in the portal are financial card Visa, MasterCard, JCB and PayPal.

4. Security and Confidentiality in the Payment Process

With the objective of guaranteeing the security of the transactions carried out through the Web Site, the previous verification and management of the information you provide regarding the payment card will be directly performed by the provider or issuer of the means of payment used, who takes other antifraud measures which can lead to the rejection of certain type of operations. Neither “ALCALABUS S.L., EMPRESA MONFORTE S.A.U., CASTROMIL S.A.U. Y LA HISPANO IGUALADINA S.L. UNIÓN TEMPORAL DE EMPRESAS LEY 18/1982 (ABBREVIATEDLY, “UTE SERVICIO AEROBÚS”)” nor the entity ownership of the transport service will be responsible for the prejudices resulting from the application of the policies which have been approved by the different providers or issuers of means of payment.

The use of a means of payment owned by a third part is forbidden except if there is an express consent of the said third part, being responsibility of the user the evidence of such authorization and assuming all the damages and prejudices caused to “ALCALABUS S.L., EMPRESA MONFORTE S.A.U., CASTROMIL S.A.U. Y LA HISPANO IGUALADINA S.L. UNIÓN TEMPORAL DE EMPRESAS LEY 18/1982 (ABBREVIATEDLY, “UTE SERVICIO AEROBÚS”)” and/or to the entity ownership of the transport service.

5. Invoice

To obtain an invoice for your purchase through the Website, you must submit your request via the website contact form, attaching the ticket or order number and your billing details.

The invoice will be issued in electronic format and will be sent to the email address provided by the user.

6. Additional Information

6.1. Ticket

The sale of tickets will be carried out in the sales channels enabled for this purpose (Website, mobile app, vending machines, on board the bus or through the assistance staff), where tickets can be obtained, and the appropriate discounts may be requested according to the conditions of the concession.

The improper use of any official sales channel of Aerobús for fraudulent uses will give rise to the corresponding responsibilities, if it is proven that it was acted in bad faith, fault or negligence.

In order to access the service, you must show the driver / bus inspector the ticket (printed or in digital format).

The validity of the tickets will be 90 days from the date of issue.

You should keep the ticket at least until the end of the service. It is the user’s responsibility to keep the ticket and QR code in good condition in order to travel. Tickets in poor condition will not be accepted.

6.1.1. Return Tickets

You will be able to buy the return ticket by means of the Web Site, according to the purchase terms. The conditions of the return ticket will be the same as those applicable in the case of a single ticket. The validity of the return trip ticket will be 90 days from the date of departure.

6.1.2. Combined Tickets

You can purchase the combined ticket with other means of transport through the Website, in accordance with the purchase conditions. The conditions of the combined ticket will be the same as those applicable to each of the tickets that make up said combined ticket, as well as those established in this section. The combined tickets available on the Website are:

One-way Metro/Bus + Aerobús: offers a one-way ticket in Aerobús and a validation in the TMB network in the previous or later stage.
Hola Barcelona 48h + Aerobús: it offers the Hola Barcelona Travel Card 2days/48h (which includes unlimited public transport for 48 hours from the first validation), and also a return ticket on Aerobús.
Hola Barcelona 72h + Aerobús: it offers the Hola Barcelona Travel Card 3days/72h (which includes unlimited public transport for 72 hours from the first validation), and also a return ticket on Aerobús.
Hola Barcelona 96h + Aerobús: it offers the Hola Barcelona Travel Card 4days/96h (which includes unlimited public transport for 96 hours from the first validation), and also a return ticket on Aerobús.
Hola Barcelona 120h + Aerobús: it offers the Hola Barcelona Travel Card 5days/120h (which includes unlimited public transport for 120 hours from the first validation), and also a return ticket on Aerobús.

You can check the conditions applicable to Hola Barcelona tickets on the website holabarcelona.com.

6.1.3. One way Single-parent families and large families

One way ticket for single-parent families and large families have 50% or 20% discount depends on general o special category. These discounts are avalaible only on board and through bus stop staff.

To acquire discounted FM/FN one way ticket you need to present the following certifying documents (original and valid):

Identity card, residence card or passport.
The single parent or large family card (family or individual card) issued by the Generalitat de Catalunya or the large family card issued by any other autonomous community.

At the time of sale, those benefitting from the discount must have a valid document proving their identity (the holder’s identity card, residence card or passport) and the document certifying they are a member of a single parent or large family of a general or special category.

The validity of the tickets will be 90 days from the date of issue.

You should keep the ticket at least until the end of the service.

6.2. Cancellations – Right of withdrawal

The request to cancel the ticket will not entail the loss or discount of any purchase amount if you request it within 90 days after the purchase date.

The cancellation of the ticket will not be admitted and because of this, you will not have the right to the refund of any amount, provided that the ticket has been used or the 90-day validity period has been exceeded from the date of purchase.

In the case of combined tickets, their cancellation will not be accepted and therefore you will not be entitled to a refund of any amount provided that the Aerobús ticket has been validated or the TMB voucher has been exchanged.

The partial refund will not be accepted, in any case, in the return trip tickets or in the combined tickets of Aerobús with other means of transport.

The tickets purchased through Internet can only be canceled through the Web Site shall not be admitted on this case the request of cancellation through the assistance staff.

To cancel your ticket through the Website, you must go to “Tickets and fares” > “Manage my ticket” and log in by entering the email address used to make the purchase. Then click “Access” and you will be able to view all your purchases. Click on “Refund” for the ticket you wish to return. As you can see in this section, you can also access your tickets digitally.

6.3. Reduced rates or special prices

In the concession of the “Public service of urban collective transport of passengers by bus between Barcelona and the Prat de Llobregat Airport – Aerobús”, the following reduced rates or special prices are currently applied:

Return ticket: 13,30 €

Combined tickets:

One-way Metro/Bus + Aerobús: 9,15 €
Hola Barcelona 48h + Aerobús: 28,65 €
Hola Barcelona 72h + Aerobús: 35,95 €
Hola Barcelona 96h + Aerobús: 43,00 €
Hola Barcelona 120h + Aerobús: 49,80 €

If you are a beneficiary of any of the indicated rates, you have the obligation to present the supporting and pertinent documentation in force when boarding the bus.

If at the time of getting on the bus you cannot prove that you are a beneficiary of any of the rates through the relevant document in force, you will lose the option to travel since your ticket would be void as it is considered fraudulent, also losing the option of any type of refund. In any case can the economic difference be paid having to purchase another full ticket if you want to travel.

The reduced rates are not cumulative with each other except for those explicitly contemplated by current legislation or as indicated by the company.

Before purchasing a ticket that has a special promotion or discount, you should check the conditions of the promotion, since cancellation of this type of ticket is not allowed.

7. Personal data protection

In compliance with Regulation (EU) 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD), we inform you that the personal data you provide during the purchase process will be processed by “ALCALABUS S.L., EMPRESA MONFORTE S.A.U., CASTROMIL S.A.U. AND LA HISPANO IGUALADINA S.L. TEMPORARY BUSINESS ASSOCIATION LAW 18/1982 (UTE AEROBÚS SERVICE)”, for the main purpose of managing the contractual relationship arising from the purchase of tickets, processing payment, enabling access to the transport service, and handling requests or incidents related to it.

The legal basis for processing is the performance of the transport contract, in accordance with Article 6(1)(b) of the GDPR.

The requested data are necessary to complete the purchase; if they are not provided, it will not be possible to complete the contractual process.

Additionally, the data may be processed to:

Manage enquiries, requests or complaints.
Comply with applicable legal obligations.
Prevent payment fraud.
Carry out the administrative actions essential for the proper management of the contractual relationship.

Only if the user expressly authorises it by ticking the corresponding box, their data may be processed to send commercial communications relating to products, services or news related to the controller’s activity. Refusal to give this consent will not affect the performance of the contract.

The data may be disclosed to the entity that operates the transport service when necessary for its proper provision, on the basis of the performance of the contractual relationship.

You may exercise your rights of access, rectification, erasure, objection, restriction of processing and portability by contacting: