Frequently Asked Question
1. How can I purchase my ticket on ClickBus?
Choose your starting point and your destination. Select the date that you wish to travel and return (optional) and click on “Find Tickets.” Select the journey that best suit your needs, your seat of preference and then fill the form with your personal information. To finish this process, introduce your payment method and click the button “Book it now.” ClickBus will send your tickets as PDF attachments to the email address that you provided at the time of the transaction.
2. What payment methods does ClickBus accept?
In ClickBus you can pay with credit and debit cards. We accept VISA, MasterCard, and American Express. You can also make your purchase using PayPal and MercadoPago. Moreover, ClickBus accepts payments made by bank transfer and at our affiliated stores.
3. My credit card payment was declined. What can I do?
There are several reasons why your credit card may be declined. Contact your bank to make sure that your card is authorized to make purchases online; check that the personal data entered does not contain any special character; and certify that your account has enough funds to complete this transaction. If you have any issue regarding your payment, contact us at 01 800 681 1604.
4. What type of discounts does ClickBus offer?
ClickBus has permanent discounts for children under 12 years of age and senior passengers (in possession of the proper identification card). These discounts are limited per bus and subjected to availability. Discounts for students and teachers are only offered during the school holiday season established by the Mexican Secretariat of Public Education. The system automatically launches these discounts.
5. My card has been charged, but I do not have a booking confirmation. What should I do?
Your ticket should arrive at your email address within maximum 30 minutes after your purchase. Make sure to check your Spam Folder.
If you do not receive your purchase confirmation, call our Customer Service at 01 800 681 1604, and we will be happy to forward your ticket. (Opening hours: Monday to Sunday from 9 am to 7 pm).
If you have the booking reference number, go to the "trip locator" tab on our website and enter the information requested to be able to resend you the ticket
6. Do I have to exchange my electronic ticket at the bus
company ticket booth?
You do not need to exchange your ticket. You may board the bus with a printed copy of the PDF that ClickBus will send you by email or download it on your smartphone (confirm in advance with your travel provider if they accept this choice). Please note that bus carrier ticket counters cannot print your ticket at the station.
7. Can I cancel or change my ticket?
Tickets purchased online cannot be canceled or refunded.
Changes can only be made directly at the ticket counter of the company that you planned to travel, even if the purchase has been made online. Passengers have until two hours before departure to make amendments. Extra fees may apply for this service. Passengers under 18 years of age cannot travel alone. For further information, please refer to the bus company with which you booked your ticket.
How can I get the invoice for my ticket?
Invoices can be retrieved only via the website of the bus company that you have traveled. If you need to include ClickBus service charges, forward us the following information to firstname.lastname@example.org: bus ticket(s), RFC and complete tax information. We will be glad to assist you with this request.
We can send you the receipt for your service charge up to 30 days after your purchase. All invoices for our fees will be forwarded to your email preferable on Friday. For more information, please refer to https://www.clickbus.com.mx/es/facturacion
You may find below the customer service numbers of the bus companies affiliated with our website and the direct link to their invoice page.
ADO 01 800 369 4652 http://factura.grupoado.com.mx/
Tufesa 01 800 737 88 83 http://www.tufesa.com.mx/fe/index.html
Vencedor 01 800 837 22 22 http://grupovencedor.com/autofacturacion/boletosfactura.php
ACN 01 800 026 73 73 https://www.acnautobuses.com/factura.php
9. How can I drop-off and check my luggage?
You may check your luggage directly at the bus company up to 30 minutes before your departure time.
You are entitled to take one piece of baggage that weight up to 25 kg. Carry-on baggage must weight maximum 5 kg and be flexible to fit into the space available and not affect the comfort, safety, and cleanness of other passengers.
If a bag exceeds the weight limit of the checked bag allowance, a fee will be charged per extra kilo. Please refer to the travel provider to verify the conditions and fees regarding extra luggage.
Articles considered dangerous, according to the legislation in force in Mexico, are prohibited on-board, as well as carrying other products which nature may compromise the safety of the vehicle, passengers, and third parties.
10. Can I travel with my pet by bus?
Pets must be sedated and transported in a container or kennel during trips that last maximum six hours. They must be checked and travel in the checked-baggage compartment. The only exceptions are guide dogs. Each bus carrier has its own policy regarding traveling with pets. Please consult each company to inquiry their rules and requirements for traveling with pets.