Welcome to ETN Turistar

These Terms & Conditions govern the use of ETN Turistar’s services. By registering on our site or purchasing tickets, you agree to these terms.

Contents

1. Ticket Purchase
2. Doters Program
3. Payment Methods
4. Advance Traveler Fare
5. Minimum Presentation & Boarding Time
6. Electronic Ticket (E-Ticket)
7. Open Ticket
8. Confirming an Open Ticket
9. Changes & Cancellations (Itinerary Modifications)
10. Advance Fare — Ticket Exchange
11. Discount Types
12. Restrictions for Discounts
13. Baggage Documentation
14. Unaccompanied Minors
15. Traveling with Pets & Service Animals
16. Tax Receipt (Electronic Invoicing)

1) Ticket Purchase

You may purchase tickets up to one hour before your desired departure.

If you have any questions during the purchase process, our Contact Center offers personalized assistance at 800 8000 386 (options 1 and 4), or via live chat.

Boarding passes (tickets) are valid only for the date and time printed. Please verify details at purchase and keep your ticket until the end of your trip, as it grants travel insurance and 25 kg (55 lb) of baggage at no additional cost.

Missed trips due to late arrival at boarding are non-refundable. Refunds, when applicable by law, will be issued using the original method of payment.

2) Doters Program

These Terms & Conditions also govern the relationship between ETN Turistar Lujo and users of the Doters loyalty program (“Users”). Users accept these terms upon registration and use of the service by purchasing ETN Turistar tickets.

When material changes to our services are required, we will publish updates 10 days in advance. Changes will not affect operations already completed.

Users with no pending services may end their relationship with ETN Turistar by canceling their account.

3) Payment Methods

Bank Cards

We accept debit and credit cards backed by Visa, Mastercard, and American Express (restrictions may apply).

Electronic Payments

Payments via PayPal are accepted (restrictions apply and use is governed by policies established by PayPal and ETN).

Important for Online Purchases

No cancellations or refunds are available for purchases made on the internet.

Referenced Payments at OXXO

• The payment reference is not proof of payment and is not valid for travel.
• For operations without full fare, payment may be made up to 24 hours before departure.
• After the deadline, the reservation is automatically canceled and the seat is released.
• Payments are accepted only during store service hours and in cash, in a single installment.
• Once payment is completed, the system sends confirmation and boarding pass to the registered email.
• OXXO payments may be made at any OXXO store by presenting the printed reference number.

4) Advance Traveler Fare

• Available across Web/App, ticket offices, ETN points of sale, and Contact Center—with any payment method.
• Not valid at external channels or third-party points of sale.
• On routes with Advance Traveler, Open Tickets are not sold; only confirmed tickets (open tickets may be sold at full adult fare).
• Advance Traveler fares are not cumulative with other discounts or promotions.
• Buying via Web/App/Call Center may include an additional 5% discount, subject to availability.
• Advance fares are personal and non-transferable; a valid ID must be presented before boarding, otherwise full fare applies.
• Purchase window: from 00:01 the day after the inquiry and up to two months later (Web/App/ticket office/Call Center). If no advance fare is available, the standard online discount applies: 5% one-way and 10% round trip (online) or 10% round trip (ticket office).
• Subject to availability; typically valid for Tuesday, Wednesday, and Thursday travel.
• Viva Aerobús 50% discount applies only on the adult fare.
• Not valid with INAPAM, children, student, teacher benefits, or Open Tickets.
• Reaccommodation at no cost to the next available departure if the passenger misses the trip and arrives at the terminal within 30 minutes of scheduled departure. After 30 minutes, or for a later day, 50% of the adult fare applies.

See participating routes: https://etn.com.mx/viajero-anticipado/

5) Minimum Presentation & Boarding Time

After purchase, please print, download or save your boarding pass on your mobile device. Proceed directly to the waiting lounge (where applicable) or platform area at least 30 minutes before departure to check baggage and board without ticket exchange.

You must provide the operation number when boarding.

Tickets purchased via Contact Center must be collected at the ticket office at least 30 minutes before boarding with all required documents; otherwise, service cannot be provided.

6) Electronic Ticket (E-Ticket)

When purchasing at ticket offices, you may request an E-Ticket to be sent to your email. Present it at the platform with a valid government ID to board.

E-Tickets are subject to all provisions in these Terms & Conditions. Not valid for Open Tickets or tickets purchased through the Contact Center; only for confirmed one-way or round-trip tickets purchased at ETN ticket offices or ETN points of sale.

7) Open Ticket

• Available for one-way, round trip, or with connections.
• Validity: 6 months from date of purchase; subject to seat availability and discount quotas per coach.
• Unused open tickets within validity expire and cannot be used, canceled, or refunded.
• Not available for Student or Teacher discounts.
• Online purchases of open tickets may be paid with bank cards (Visa/Mastercard/AmEx), PayPal, or OXXO referenced payment (no cash online).

8) Confirming an Open Ticket

For open tickets purchased online, visit www.etn.com.mx → “Open Ticket” and confirm your trip with your operation number and NIT up to 90 minutes before departure.

Confirmation may also be requested at ticket offices (presenting the printed boarding pass) preferably up to one hour before departure, or by phone at 800 8000 386 (option 1).

Important: All open tickets must be confirmed in advance; otherwise, boarding is not permitted.

9) Changes & Cancellations (Itinerary Modifications)

No cancellations are available for purchases made on the internet.

Changes are free of charge; up to two changes per ticket are allowed (for open tickets, confirmation counts as a change). A fare difference applies if the new travel date/time has a higher fare.

Changes Online

• Only date and time can be changed for purchases made online.
• Visit www.etn.com.mx → “Modify Your Itinerary” and enter your operation number and NIT. Origin, destination, passenger name/type cannot be changed.
• Changes may be made from 90 minutes after purchase up to 90 minutes before departure.
• To change multiple tickets with different itineraries, enter multiple operation numbers separated by spaces. For minors, include the minor’s ticket operation number together with the accompanying adult’s number.

Changes at Ticket Offices

• Date/time changes may be made at ETN ticket offices or ETN points of sale.
• Origin, destination, passenger name/type cannot be changed.
• Changes allowed from 90 minutes after purchase up to 90 minutes before departure.
• Present the boarding pass or E-Ticket and a valid government ID (INE/IFE, professional license, driver’s license, or passport).

10) Advance Traveler Fare — Ticket Exchange

• No name changes are allowed for Advance Traveler fares.
• Itinerary changes (date/time) can be made online (“Modify Your Itinerary”) or at ticket offices/points of sale, presenting the boarding pass and a valid ID.
• Limit: up to 2 changes online and 1 change at ticket office per operation.
• If the current fare at the time of change is higher than the fare paid, the passenger must pay the difference using the same original payment method. If the current fare is lower, no refunds apply.
• Seats are subject to availability (check on the website, ETN App, or ticket offices).
• For questions, contact Customer Service at 800 8000 386.

11) Discount Types

• Children: 50% — up to 3 seats on double-decker coaches and up to 2 on single-deck coaches (year-round).
• INAPAM (Seniors): 50% (year-round).
• Students: 50% (school holiday periods only).
• Teachers: 25% (school holiday periods only).
• Persons with Disabilities (PCD): 50% (year-round).

12) Restrictions for Discounts

• INAPAM: Present a valid INAPAM ID before boarding; otherwise the fare difference up to the full fare will be charged.
• Children: Ages 3–11 receive the child discount. Children under 3 travel free in the same seat as the accompanying adult and must board with the adult’s ID. If the child appears older than 11, proof of age (birth certificate or CURP) is required; otherwise, full fare applies.
• Students & Teachers: Valid only during SEP-published holiday periods and with an official, current photo ID at purchase and boarding.
• Applicable only to institutions with official recognition or SEP affiliation.
• PCD: Present a current DIF ID indicating the disability at purchase and/or boarding; otherwise the fare difference to full fare applies.
• Passengers are responsible for the proper use of their boarding pass.

13) Baggage Documentation

Baggage documentation is available up to 30 minutes before departure. Each passenger may check up to 25 kg (55 lb) at no charge (excluding cargo shipments). “Baggage” includes personal items, clothing, musical instruments, wheelchairs, bicycles, strollers, toys, and work tools, transported in suitcases, bags, boxes, etc. Carry-on items may include laptops, small handbags, backpacks, and any item that fits the overhead bin.

Excess baggage is charged at 1% of the base fare per extra kilogram (not applicable to discounted/promotional fares).

The company is not responsible for baggage without claim tickets or for items carried inside the cabin. In case of loss of documented baggage, compensation is up to the equivalent of 20 days of Mexico City’s current general minimum wage.

Prohibited items include lottery tickets/ads; hazardous materials/waste; psychotropic and narcotic substances (unless lawful per applicable regulations); firearms/explosives; animals or perishables without proper hygiene/safety conditions; cash or bearer negotiable instruments; any goods requiring special permits without such permits; and any items prohibited by law or that endanger passengers or baggage.

14) Unaccompanied Minors

Children under 11 years old are not accepted traveling alone under any circumstances. Unaccompanied minors must be 11–17 years old and present a parent/guardian liability waiver releasing the company from responsibility. The parent/guardian must remain at the origin terminal until the coach departs.

15) Traveling with Pets & Service Animals

General

Some departures are designated Pet-Friendly (identified with the logo) and are subject to specific destinations and schedules. A signed liability waiver is required (available for download or at ticket offices). Only dogs and cats are permitted, subject to organizational policies and federal regulations (NOM-059-SEMARNAT-2010 exceptions apply).

Prohibited: Transporting pets in the baggage compartment on double-decker units.

Categories:

1. Pets in Cabin (Passenger Cabin)
2. Documented Pets (Baggage Compartment) — single-deck units only
3. Support/Service Animals (for visual or emotional support)

*Service animals and support animals: no additional cost. Doters points accrue only in the passenger’s name. Subject to availability. No changes or refunds.

Pets in Cabin (Passenger Cabin)

• Dogs and cats only, inside a rigid or semi-rigid carrier (Kennel-type).
• Max weight 15 kg including carrier; max dimensions 71 × 52 × 54 cm; one pet per carrier. Pet must stand, turn, and move naturally without touching the walls.
• Emotional-support or disability-support animals may travel without a carrier (documentation required).
• Vaccination card with complete schedule per age, including rabies vaccine and current validity. Sedation not required (consult a veterinarian).
• One pet per passenger; limited to 2 pets per bus (identified service) and subject to availability.
• Owner must carry a cleaning kit (absorbent pad, cloth, waste bags) and clean up after the pet.
• Brachycephalic breeds may travel in cabin if meeting size/weight requirements; owner must sign a waiver acknowledging potential respiratory risks.
• Not allowed in cabin: breeds classified as dangerous (Pit Bull Terrier, Staffordshire Bull Terrier, American Staffordshire Terrier, Rottweiler, Dogo Argentino, Fila Brasileiro, Tosa Inu, Akita Inu), or based on build/musculature/height/weight. Such pets may be transported as documented pets (single-deck only).
• Fare: Low season: 75% of adult seat price; High season: 100% of adult seat price.
• Liability waiver must be signed in all cases.

Documented Pets (Baggage Compartment, Single-Deck Units Only)

• Rigid Kennel carrier required.
• Max weight 32 kg including carrier; max dimensions 128 × 45 × 65 cm; one pet per carrier.
• Carrier must allow the pet to stand, turn, and move naturally. No accessories (toys, treats, ruminant-origin items) inside the carrier.
• Dogs/cats: vaccination card with complete schedule per age and valid rabies shot; sedation not required (consult a veterinarian).
• Dogs/cats must be at least eight weeks old, not dependent on the mother for feeding, healthy, without infectious disease or fresh wounds.
• No pets transported in baggage on double-decker units (to protect animal welfare, including potential respiratory risks).
• Owner must sign a liability waiver accepting full responsibility for the pet’s health and life.

Support Animals

Passengers with physical, visual, hearing, mental, or intellectual disabilities have the right to travel with a service animal at no extra cost. Service animals are accepted in cabin with the passenger, subject to the following:

Emotional Support Animals

• Must meet all “Pets in Cabin” requirements.
• Provide a document issued before travel by a treating professional (psychiatrist/psychologist) or institution, in original, signed and stamped, confirming the need for an emotional support animal.
• Must wear leash, harness, and ID tag.
• Max weight 12 kg.
• If requirements are not met, the animal will be transported as a documented pet under those policies.

Visual Support Animals

• Provide one of the following:
  • Service Animal ID from an animal health authority/recognized body, or
  • Document from the treating physician/health institution of the passenger, or
  • Any document evidencing the need for a service animal for mobility/accompaniment.
• Dogs must wear collar and leash or harness at all times.
• Preferred seating areas: Seats 1–3 on single-deck units; lower-deck seats on double-decker units. Priority boarding applies.
• Vaccination card with complete schedule per age, including rabies vaccination validity.

Download and complete your Responsibility Waiver (available at ticket offices as well).

16) Tax Receipt (Electronic Invoicing)

Boarding passes issued for these types of purchases are not valid as tax receipts. If you require an invoice, please generate it on our website www.etn.com.mx under “Electronic Invoicing.” You will need the ticket operation number, seat number, and full taxpayer details.

Invoicing Restrictions

Open tickets may be invoiced only after use and within 30 calendar days from the travel date. Once issued, invoices cannot be changed or canceled.

Invoice Retrieval

If you did not receive the PDF/XML files by email, you can retrieve them on our website under “Electronic Invoicing” by entering your RFC and email. Select “Consult History” to resend the invoice or print it again.