FAQs

Large families and single-parent families will receive a discount on the Aerobús single ticket of 50% or 20%, depending on the category.

This discounted FM/FN travel ticket can only be purchased from stop or driving staff with the following supporting documents (original and valid):

• DNI, NIE, or passport
• Single-parent or large family certificate (family or individual certificate) issued by the Generalitat de Catalunya or by any other autonomous community.

At the time of purchase, beneficiaries of the discount must have a valid document proving their identity (DNI, NIE, or passport of the holder) and the document proving their status as a member of a single-parent family or a large family in the general category (20% discount) or special category (50% discount).

To make an online purchase, you only need to provide an email address where you will receive the tickets, and your first and last name as the buyer’s details. Tickets are not personalised, so this information is requested only to manage the purchase correctly and may not match the passenger’s details.

For in-person purchases, no documentation is required.

It is very simple: you just need to select the type and number of tickets you need and click the “Buy” button.

After selecting the ticket type and the quantity you want to buy, you will only need to complete your basic details by entering your first and last name. Although tickets are not personalised, this information is requested only to manage the purchase correctly. You will also need to enter your email address, as that is where you will receive the tickets. Once you have completed these details, you can choose your preferred payment method, either bank card or PayPal, and complete the transaction.

Once payment has been made, a purchase summary will be displayed on screen, from which you can download your tickets directly to your device. In addition, you will receive the ticket(s) in PDF format by email, along with the same purchase summary so you always have it available.

There are two ways to manage a ticket refund. You can do it directly from the website by accessing the “Manage my ticket” section within the top menu “Tickets and fares”, or, if you bought your ticket online, via the link included in the purchase confirmation email.

To start the process, you must first indicate whether the tickets you want to manage were purchased on the website or at a physical sales point. If you select the “Website” option, a field will appear to enter the email address used for the purchase. Once you do so, you will automatically receive an email link from which you can manage your tickets.

After accessing it, you will see a list of all tickets purchased on the website with that same email address. Each ticket includes the options to download, request an invoice, or request a refund. You can request a refund for one or more tickets as long as they are part of the same order. When you click “Refund”, a summary with the selected tickets will be shown before confirming the transaction.

The amount will be refunded using the same payment method used for the purchase, and you will receive an email confirming the refund. Please note that cancellations and refunds will not be accepted if the ticket has been used in full or in part, or if more than 90 days have passed since the purchase date.

In the case of physical tickets, you must contact Customer Service via the contact form, attaching an image of the ticket and specifying the purchase method (cash or credit card) so that we can process your request.

Tickets are valid for 90 days from the date of purchase.

For return tickets, the return journey is valid for a further 90 days from the date the outbound journey is validated.

Through the website and the app, you can buy your ticket in advance and use it up to 90 days after purchase.

It is not possible to make a reservation.

It is not necessary to print the ticket before travelling. You can validate your ticket on your mobile phone or electronic device with the driver or stop assistant, who will scan the QR code directly.

Yes, you can buy a return ticket and use the return journey for another terminal.

Both the digital and printed tickets have a QR code that must be validated when boarding the bus. Return tickets will work with the same QR code, which you must validate on the outbound journey and on the return journey.

There are two ways to manage a ticket invoice. You can do it directly from the website by accessing the “Manage my ticket” section within the top menu “Tickets and fares”, or, if you bought your ticket online, via the link included in the purchase confirmation email.

If your tickets were purchased on the website, a field will appear to enter the email address used during the purchase. Once you do so, you will receive a link by email to access the list of your tickets. You just need to select the ones for which you want to generate the invoice, complete the billing details, and click the “Generate invoice” button. Once issued, you will receive it directly in your email.

For users who have purchased tickets at a physical sales point, the request can also be made from this same section. In this case, you must enter the simplified invoice number shown on the ticket, the amount, and attach an image of the ticket. Next, you will need to complete the tax details and click “Generate invoice”. Once the invoice has been processed, it will be sent to the email address you provided.

Yes, we offer a combined fare that entitles you to a single journey on the metro or bus (within TMB) and a single Aerobús ticket, except at Aeropuerto T1 and Aeropuerto T2 stations.

You can check the conditions of this and other fares here.

You have 90 days to request a refund for your ticket, provided it has not been used in full or in part (in the case of return and combined tickets). You can request a refund via the website by selecting “Manage my ticket”.

Drivers and stop assistants will not accept refunds.

No, ticket refunds are free of charge and at no additional cost.

To make a formal complaint to the company, you must do so in the official complaints book certified by the Administration, which you can request on the vehicles providing the services or from stop staff.

You can also send us your complaint via the website’s contact page by selecting the complaints form and completing all required fields. We also recommend providing the most complete information possible to reduce resolution time. Complaints will be handled within a maximum of 4 days.

If you would like to make a suggestion in order to improve any of our services, or simply to share your particular needs with us, you can do so via the Suggestions Box available in the contact section.

According to the service conditions, the supervision of hand luggage is the responsibility of the traveller it accompanies, and therefore the company is not liable for any damage and/or deterioration it may suffer, nor in cases of theft, misplacement, or loss.

Finally, we remind you that, if you wish, you may file a complaint about these events in the official complaints book (certified by the competent Administration), which is available to you on the company’s vehicles.