English
EN
ελληνικά
English
Español
Français
Italiano
Polski
Português
română
Русский
Before contacting our Support Center, we recommend reading our Frequently Asked Questions; many of your questions will be answered there.
Once payment is completed, you will receive an email with the details of your purchase and your booking code. If you purchased several add-on products, you will receive a separate email for each product.
Go to the DOWNLOADS section of our website. To access the ticket management page you will need to enter:
Payment was not completed successfully: if payment doesn’t complete you will receive an email informing you. Try again (preferably with another card) and make sure you can verify the payment (authentication).
Sometimes, for security reasons, your bank may hold the money without completing the transaction (we do not receive it). If you have any doubts, locate the charge receipt and contact support to check the payment status.
Yes, that is correct. For round-trip purchases, a single ticket is sent for each passenger (if you purchased 4 adult tickets you must receive 4 tickets) and it must be used for both the outbound and return trips.
The same ticket (QR) is valid for both the outbound and the return.
To ensure the highest email deliverability, we do not send any attachments in the confirmation email. Your booking code will appear in the email.
Use the booking code together with the purchase email to access the ticket management page.
(You can keep the image/screenshot you had in WordPress here if you need it.)
The ticket shows the ticket generation date, not the date of use.
From the date shown on the ticket, you have 90 days of validity to use it.
Once payment has been completed successfully, you will receive a confirmation email. Your booking code will be shown there.
Use the booking code together with the email used during the purchase process to access the ticket management page.
You can also use the Order No. shown on the payment receipt (find the proof of payment on your credit card and use the Order No. that starts with BVA... as your booking locator).
Once issued, tickets are fully enabled for use. Go directly to the bus and show them to the driver.
Some customers have reported incidents where airport staff claim their tickets are not valid.
PLEASE DO NOT FOLLOW THIS WARNING, YOU COULD BE THE VICTIM OF AN ATTEMPTED SCAM.
YOUR TICKETS ARE VALID. ONLY THE BUS DRIVER OR AUTHORIZED AIRPORT STAFF CAN ALLOW OR DENY YOU ACCESS.
Make sure you have valid tickets for use (they haven’t been used more times than allowed, you’re not using a child ticket for an adult, or using a round-trip ticket as two one-way tickets, for example).
If any airport staff member tells you the tickets are not valid, contact us urgently at +34 652 790 805
If you received the information from someone who is NOT the driver, ask for their company identification and note it down. Tell that person you may take legal action for attempted fraud if they force you to buy new tickets while the ones you already have are valid.
Please note there are justified reasons to deny a passenger access to the shuttle service (intoxication, inappropriate behavior, frightening or harming other passengers or damaging the bus equipment, etc.). You can read more about customer obligations in the terms and conditions.
No, it is not necessary to specify either the date of travel or the route, because our tickets are open.
You can use your ticket at any time during the validity period, on any day, at any time and for any route.
A one-way ticket (“one-way only”) allows you to take one trip (from the airport to Paris or vice versa) within the 90-day validity period.
A “round-trip” ticket allows you to take two trips within the 90-day validity period. Using a round-trip ticket as a one-way ticket is not allowed; at least 24 hours must pass before using the round-trip ticket for the second time.
The payment transaction is carried out outside our website through the payment platform managed by Banco Sabadell, in a secure environment for our customers.
We accept payments by VISA and MasterCard credit cards, as well as any other payment method supported by Banco Sabadell’s Virtual POS platform.
For your security, all purchases require customer payment authentication, so please make sure you can verify the payment before starting the purchase process.
CHANGES
No changes are required because tickets are open. You can use your ticket at any time, on any day, at any time and for any route as long as it is within the validity period.
CANCELLATIONS
*the refund period may be affected by holidays or staff vacations.
Yes, you can freely take another bus because the ticket is open.
We recommend checking the bus departure schedules to plan your trips.
Sometimes, due to lack of coverage on the customer’s phone, the phone being unusable or out of battery, or blocks by firewalls or antivirus software, the customer may not be able to access the tickets for use.
Please note that technical issues may also occur when generating tickets, which can cause delays in generation and delivery. In these cases, if after 30 minutes you still cannot download your tickets or you need them urgently, please contact our Support Center and we will send the tickets as soon as we locate your purchase. Please do not make another purchase.
Please provide your booking code (if you received the purchase confirmation email) and your email. If you also provide the purchase date and the last 4 digits of the card used for payment, it will help us locate your tickets faster.
Tickets can be used in both ways:
The tickets we send you are ready to use. Go directly to the bus and show the tickets to the driver. They will scan the QR codes shown on your ticket. There is no need to go to the airport ticket office beforehand.
Lost luggage reports are made upon arrival at the airport to our Luggage service.
The luggage service is available to help you. Please feel free to contact the service directly if you have any questions:
If you had an incident or need luggage-related help, contact the airport service:
For everyone’s safety, please remember never to leave your luggage unattended. Report any suspicious or abandoned luggage or packages.
The company is not responsible for stolen luggage or items.
As a safety recommendation, never accept luggage from strangers.
Children under 4 years old do not need a ticket to travel on the bus when accompanied by an adult and will sit on the adult’s lap.
The bus is accessible for people with reduced mobility.
To ensure you receive the assistance you need, you must contact the transport service at least 48 hours before your trip in writing at [email protected]
Please indicate the day and time of your departure from Porte Maillot and/or from the airport bus station to ensure an appropriate lift-equipped shuttle service will be provided.
For more information, write to [email protected]
If your question or issue has not been resolved, open the section that matches your type of issue or contact our team so we can help you.
To locate your order faster, we recommend including the following information in your request:
We can only support purchases made on our website. If you did not buy the tickets on our website, you must contact the company that sold you the tickets to resolve your issue.
If you bought the tickets on our website, you will have received an email with a link to access the ticket download page. You can also access the download by clicking the Continue button at the end of payment.
Check your SPAM folder. Although the email usually arrives in under 1 minute, it can sometimes be delayed. If it’s not an emergency, wait up to 30 minutes. If you still haven’t received it after that, contact our Support Center.
You can download tickets from Downloads or from the form above. Enter the email used during purchase and your booking code, and you will be able to download the tickets immediately.
If you don’t know your booking code, click the Recover booking code button and we will resend the email with your download link and code.
If the email address was entered incorrectly during the purchase process, you will not receive the confirmation email (it will be sent to a different address). Contact our Support Center as soon as possible and provide as much information as you can to locate the purchase:
If payment was not completed successfully, you will receive an email informing you that the payment did not finish. Before buying again, check with your bank that the charge was not made.
Sometimes, for security reasons, the bank may hold the money without completing the transaction (we do not receive the amount). Locate the charge receipt and contact support so we can check the status.
If your bank has held the money (we have not received it), it will become available in your balance again within a few days. If you have doubts, contact your bank directly.
Please note that once tickets are generated, they cannot be cancelled and the money cannot be refunded. If you are unsure whether the charge was made, contact our Support Center before making a new purchase.
If you followed these recommendations and still don’t have your tickets available, open a case (ticket) with our Support Center.
To speed up processing, include: booking code, purchase email, purchase date and the last 4 digits of the card.