Frequently Asked Questions
How can I contact Movelia?
Our customer service team will be more than happy to assist you at [email protected] or by calling 902 64 64 28. Opening hours are from 8 a.m. to 8 p.m., Monday to Friday, and from 9 a.m. to 2 p.m. and 4 p.m. to 7 p.m. on Saturday and Sundays.
You may also fill out our contact form.
How can I buy a ticket?
You can make your purchase quickly and securely on our website or app.
Or you can call us on (902 64 64 28) from Monday to Friday, from 8 a.m. to 8 p.m., and Saturdays, Sundays and public holidays from 9 a.m. to 2 p.m. and from 4 p.m. to 7 p.m.
Or at your Travel Agent.
Can I bring animals on board?
Dogs and cats are allowed on domestic routes once they are kept in a rigid carrier. Some companies may require them to be sedated. They must always travel in the bus’s luggage hold. Only one animal per coach is permitted, and a small surcharge must be paid depending on the transport operator. For more information, please check the transport conditions in the “extras” section.
Travelling with animals on international routes is strictly prohibited.
Can I bring my bike on board?
You can bring your bike with you on domestic routes by paying a surcharge. It should be properly packaged to ensure that it won’t damage other passengers’ luggage.
For more information, please check the transport conditions in the “extras” section.
Can I bring a surfboard with me?
You can bring your surfboard with you on domestic routes by paying a surcharge. For more information, please check the transport conditions in the “extras” section.
Can I board the bus directly with my electronic ticket?
Yes, you can go directly to the coach with your printed e-ticket on both domestic and international routes.
Some companies, and only those operating on domestic routes, allow you to board the coach by showing your ticket booking reference along with your national ID, foreign national ID or Passport.
Can someone other than the person whose name appears on the ticket travel instead?
No. Tickets purchased online are personal and non-transferable. If the passenger’s documentation does not correspond to the information on the ticket, this will be deemed invalid and the passenger will have to buy another ticket to travel.
What happens if I can’t print my ticket?
If you are unable to print your ticket and the company you are travelling with does not allow access with the booking reference alone, you can ask for your ticket to be printed at the ticket office. Printed tickets are mandatory on international routes.
What are the advantages of travelling in Supra + Class?
The Supra+ service is the equivalent of travelling first class, both due to the features on the coach (leather seats, option of choosing individual seats, etc.) and the services offered aboard (stewards, catering, personalised assistance).
You can find more information on SUPRA+ Class, SUPRA ECONOMY and PREMIUM here.
Are there special rates for groups?
The majority of companies offer special group rates with discounts of up to 30%, depending on the routes and the travel dates.
Until when can I cancel or change my ticket?
You can cancel your ticket up to two hours before departure, however a penalty may apply depending on the transport operator. For can find the specific cancellation conditions for the company you are travelling with in the “General conditions” section.
What is Privilegios en Compras or Privicompras? http://www.privilegiosencompras.es/
Privilegios en Compras is an online shopping club that is independent of Movelia, offering our customers exclusive deals. It is a subscription service that offers its members discounts, promotions and refunds on all purchases they make at over 500 associated stores.
"WLY* privicompras.es" is how Privilegios en Compras appears on customers’ bank statements to fit into the limited space available in the item fields.
Is Privilegios en Compras a Paid Service?
Yes. You can get a free, 30-day trial, but the service costs €15 per month after that.
*If you signed up to the service before the 29 April 2015, your subscription fee and advantages remain unchanged.
How can I sign up to Privilegios en Compras?
Purchase your ticket with Movelia. When you have finished, click on the link that appears next and enter your details in the form:
• Personal information (name, surname, city, postcode, email address)
• Payment method
• Password for using the service
Once you have completed those three sections on the form and you accept, a confirmation page will appear confirming your subscription to Privilegios en Compras and you will also be sent a confirmation email.
What is the Welcome Voucher? How is it used?
The Welcome Voucher is a reimbursement voucher. This means that Privilegios en Compras will make a payment directly into your account. It’s yours as soon as you sign up, and to use it, simply follow the steps detailed below:
• Buy your tickets on Movelia within 90 days of subscribing to Privilegios en Compras.
• Send the email confirming your purchase to the following email address: [email protected]. You must send this email within 30 days following the date of purchase.
• Remember to include the email address you used to sign up to the club and your customer number (you can find this in your customer area).
• In a few weeks the reimbursement will appear in your bank account.
• The Welcome Voucher is valid for 90 days, which start on the day you sign up to Privilegios en Compras.
What is the Loyalty Voucher and how can I use it?
The Loyalty Voucher is a €15 reimbursement voucher. You can get a Loyalty Voucher for every month you are signed up to Privilegios en Compras. Follow these steps to use it:
• Purchase your ticket with Movelia before the end of the month.
• Send the email confirming your purchase to [email protected] within 30 days of buying your tickets.
• In a few weeks the reimbursement will appear in your bank account.
Can I use the Loyalty Voucher in another store other than Movelia?
No. You may only use the Loyalty Voucher when making purchases with Movelia.
Can I use the Welcome Voucher and the Loyalty Voucher at the same time?
Yes, they can be used simultaneously. However, they must be used on different purchases.
How can I contact Privilegios en Compras or get more information on the service?
If you have any questions on how to use the service or you would like more information on Privilegios en Compras, please get in touch with their Customer Care Service. They’ll answer all your queries:
• Send an email to: [email protected]
• Call the toll-free number: 900 87 87 10 They are open from 9 a.m. to 9 p.m. from Monday to Friday and from 10 a.m. to 5 p.m. on Saturdays.
•Write to the following address: Privilegios en Compras, Apartado de Correos 14.596, 28080 Madrid - SPAIN
How can I cancel my subscription to Privilegios en Compras?
If you no longer want to be a member of Privilegios en Compras, you can unsubscribe at any time. To do so, log in to your customer space with your username and password. Go to the “My Account” menu and click on “Profile”. In the “Subscription management” section you’ll find the option to cancel your subscription. Cancellations are effective immediately and any reimbursements you have accumulated up to that time will be paid to your account.
If you prefer, you can cancel your subscription through the Privilegios en Compras Customer Care Service:
• Send an email requesting to cancel your subscription to: [email protected]
• Call the toll-free number: 900 87 87 10 They are open from 9 a.m. to 9 p.m. from Monday to Friday and from 10 a.m. to 5 p.m. on Saturdays.
• Send a letter requesting to cancel your subscription to: Privilegios en Compras, Apartado de Correos 14.596, 28080 Madrid - SPAIN
Remember that by unsubscribing from Privilegios en Compras you will lose all the benefits that come with the service.
• Monthly vouchers worth €15 when you make a purchase on Movelia
• 10% back on all online purchases you make through the Privilegios en Compras platform.
• Exclusive discounts