Terms and Conditions | ETN Turistar

Welcome to ETN Turistar

Ticket Purchase

You may purchase your tickets up to one hour before the desired departure time.
If you experience any issues or have questions during the purchase process, we offer personalized assistance through our Contact Center by calling 800 8000 386 (options 1 and 4), or via chat, where we will gladly assist you.
Tickets or boarding passes are valid only for the date and time specified. Please verify this when purchasing and keep your ticket until the end of your trip, as it entitles you to travel insurance and 25 kilograms of luggage at no additional cost.
Your tickets are valid exclusively for the date and time indicated. Please verify this when purchasing.
Missed trips due to failure to board the bus on time will not be refundable. Refunds that are applicable under the law will be issued using the same payment method originally used.

Doters

These service terms and conditions govern the relationship between ETN Turistar Lujo and individuals who use its services (“Users”).
Users accept these terms and conditions from the moment they register on the site and use the service by purchasing tickets from ETN Turistar.
When we need to make significant changes to our services, we will publish the modifications 10 days in advance so Users can review them and continue using the service. These changes will not affect transactions that have already been completed.
Users who have no pending services with ETN Turistar or with other Users may end their relationship with ETN Turistar by canceling their account.

Payment Methods

Bank Cards

Payments are accepted with bank cards (debit and credit) supported by Visa, Mastercard, and American Express (restrictions apply).

Electronic payments via PayPal are accepted (restrictions apply; usage is governed by the policies established by both PayPal and ETN for its operation).

For purchases made ONLINE, THERE ARE NO CANCELLATIONS OR REFUNDS.

OXXO Referenced Payments

This reference is not a proof of payment and therefore cannot be used as a valid travel document under any circumstances.
Payment for travel reservations without Full Fare may be made up to 24 hours before the bus departure.
After the mentioned timeframe, without exception, the reservation will be automatically canceled by the system and the seat will be released for sale.
Payments will only be accepted during the service hours of the establishments.
Only cash payments are accepted and must be made in a single transaction.
Once the corresponding payment is made, the system will automatically send the travel confirmation and boarding pass to the email address provided during registration.
Referenced OXXO payments can be made at any OXXO branch by presenting the printed receipt with the reference number at the cashier to confirm your ticket. Payments will only be accepted during the store’s service hours.

Advance Traveler Fare

Advance Traveler applies to online sales (ETN App and website), ticket counters, and ETN-owned sales points. Tickets may be purchased using any payment method.
Not valid for external channels or sales points.
On routes defined for Advance Traveler, open tickets cannot be sold—only confirmed ones. Open tickets may be sold but at the regular adult fare.
Advance Traveler fares do not apply and cannot be combined with other discounts or promotions.
Advance Traveler fares do not apply and cannot be combined with other discounts or promotions.
Advance Traveler fares are personal and non-transferable. To validate the fare, the customer must present an official ID before boarding the bus. If this requirement is not met, the Full Fare must be paid.
The period to purchase bus tickets and obtain the Advance Traveler fare begins at the first minute of the day following the inquiry and extends up to two months later. Available via internet, ticket counters, and phone center. If no advance fare is available, a 5% discount applies for one-way online purchases and 10% for round-trip purchases made online or 10% for round-trip purchases made at the ticket counter.
Fare and discounts are always subject to availability for travel on Tuesdays, Wednesdays, and Thursdays.
The 50% discount promotion for Viva Aerobús passengers applies only to the adult fare.
Advance Traveler fare does not apply to tickets purchased with INAPAM, child, student, teacher benefits, or open tickets.
Passengers who miss their trip and arrive at the terminal within 30 minutes of their scheduled departure will be rebooked at no cost on the next available departure. If they arrive after 30 minutes or wish to travel later or on another day, 50% of the adult fare will be charged.

View Participating Routes:

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Minimum Check-in and Boarding Time

After completing your purchase, you must print, download, or save your boarding pass on your mobile device. With it, you must present yourself directly at the waiting room (where applicable) or at the boarding area, preferably 30 minutes before departure to check your luggage and board the bus without needing to exchange your ticket.
Additionally, you must provide your transaction number when boarding the bus.
Tickets purchased through the Contact Center must always be picked up at ticket counters at least 30 minutes before boarding, with all required documentation. Otherwise, the passenger will not be able to use the service.

Electronic Ticket (E-Ticket)

During the ticket purchase process at ticket counters, our sales agents will offer to send your electronic ticket “E-TICKET” to your email. This ticket can be presented directly at the boarding area and will allow you to board the bus by simply presenting your official ID.
This type of ticket is subject to all considerations mentioned in this terms and conditions section.
This type of ticket does NOT apply to open tickets or tickets purchased through the Contact Center. It is only valid for confirmed one-way or round-trip journeys purchased at ETN Turistar ticket counters and authorized sales points.

Open Ticket

You may purchase an open ticket for one-way, round-trip, or connecting travel.
This type of ticket is valid for 6 months from the date of purchase and is subject to seat availability and applicable discounts per bus.
Open tickets not used within the validity period will lose all value and cannot be used, canceled, or refunded.
Open tickets cannot be sold to passengers with student or teacher discounts.
Open tickets purchased online can only be paid with bank cards (debit or credit) Visa, Mastercard, American Express, electronic payments via PayPal, and OXXO. (Cash payments are not accepted).

Open Ticket Confirmation

If your open ticket was purchased online, you must visit our website www.etn.com.mx and go to the “Open Ticket” section to confirm your trip using the operation number and NIT, up to 90 minutes before the desired departure time.
Open ticket confirmation can also be requested directly at ticket counters by presenting your printed boarding pass, preferably up to one hour before the desired departure. You may also make your reservation in advance by calling 800 8000 386, option 1 from the main menu.
All open tickets must be confirmed in advance; otherwise, the passenger will not be allowed to board the bus.

Changes and Cancellations (Itinerary Modification)

For this type of purchase (online), ticket cancellations are not allowed.
Our change service has no additional cost and allows up to two changes per ticket, including confirmation in the case of open ticket purchases. Additional charges only apply if the selected date has a higher fare.
Online changes: You may only change dates and times. This applies to purchases made through this channel. To modify your trip, visit www.etn.com.mx and go to the “Modify Your Itinerary” section, entering your ticket’s operation number and NIT. Only date and time changes are allowed. Origin, destination, passenger name, or passenger type cannot be modified. Changes may be made starting 90 minutes after purchase and up to 90 minutes before departure.
If you need to change more than one ticket with a different itinerary, you may enter as many operation numbers as needed, separated by a space. If the trip includes tickets for a minor, the itinerary change must be made by entering the minor’s ticket number along with an adult’s; otherwise, the system will not allow the change if done independently.
Changes at ticket counters: Date and time changes may be made at ETN Turistar ticket counters or sales points. Origin, destination, passenger name, or passenger type cannot be modified. Changes may be made starting 90 minutes after purchase and up to 90 minutes before departure. You must present the boarding pass generated on the website or the “E-Ticket” sent to your email, along with a valid official ID (only voter ID, professional license, driver’s license, and passport are accepted) to request the change. You must arrive at least 90 minutes before departure.

Advance Traveler Ticket Exchange

Passenger name changes are not allowed for Advance Traveler fares.
Travel itinerary changes (date or time) can be made directly on the website (www.etn.com.mx) in the “Modify Your Itinerary” section or at ETN ticket counters and sales points by presenting the boarding pass and a valid official ID. Each ticket is limited to 2 changes online and 1 at the counter.
If the current fare at the time of the schedule change is higher than the Advance Traveler fare paid, the customer must pay the difference between the paid fare and the current fare. This payment must be made using the same method as the original transaction. All payment methods apply.
If the current fare at the time of the schedule change is lower than the Advance Traveler fare paid, no refunds will be issued.
Seats are subject to availability. Check availability at www.etn.com.mx, ETN App, and ticket counters.
For questions and comments, contact our customer service center at 800 8000 386.

Types of Discounts

ETN Turistar offers the following discounts (subject to availability):
3 Children 50% (All year).
3 INSEN 50% (All year).
3 Students 50% (Only during vacation periods).
2 Teachers 25% (Only during vacation periods).
2 Persons with Disabilities (PWD) 50% discount all year.

Restrictions

Passengers registered with an INAPAM discount must present the credential issued by this institution before boarding the bus to validate the discount. If not presented, the difference in the full ticket price will be charged.

Child discounts only apply to passengers between 3 and 11 years of age. Children under 3 years old do not require a ticket, travel in the same seat as the accompanying adult, and must board with the adult’s identification. If the child physically appears older than 11, proof of age must be presented (birth certificate or CURP); otherwise, the full ticket price must be paid.

Student and Teacher discounts are only granted during vacation periods published by the Secretaría de Educación Pública (SEP) and apply if the individual presents a valid photo ID proving active student or teacher status at the time of purchase. If the conditions are not met or the ID is not presented at boarding, the difference in the full ticket price will be charged.

These discounts are only applicable to educational institutions with official recognition or those incorporated into SEP.

The “PWD” (person with disability) discount will only be granted to passengers who present a valid credential issued by DIF specifying the applicant’s disability. If not presented at the time of purchase and/or boarding, the difference in the full ticket price will be charged.

ETN Turistar is not responsible for passengers who fail to present the valid DIF credential specifying the disability. If not presented at the time of purchase and/or boarding, the difference in the full ticket price will be charged.

ETN Turistar is not responsible for misuse of the boarding pass, which is the sole responsibility of the person or passenger who prints it.

Baggage Documentation

Baggage documentation may be completed up to 30 minutes before the bus departure. Each passenger may carry up to 25 kilograms of baggage free of charge (excluding cargo). Baggage is understood to include: personal items, clothing, musical instruments, wheelchairs, bicycles, strollers, toys, tools of a trade or craft, which must be transported in suitcases, bags, boxes, etc. Only carry-on items such as laptops, small handbags, backpacks, and any item that does not exceed the size of the bus’s overhead compartment are allowed onboard. If the weight limit is exceeded, an additional charge of 1% per excess kilogram will be applied based on the base fare of the ticket (not applicable to discounted or promotional fares).

The company is not responsible for baggage and/or packages without a claim tag, nor for packages and other personal belongings carried by the passenger inside the bus cabin. In case of loss or misplacement of documented baggage, compensation will be paid up to the equivalent of 20 days of the current general minimum wage in Mexico City.

The following items are prohibited in both documented and carry-on baggage: national or foreign lottery tickets or advertisements; hazardous materials and waste, psychotropic substances and narcotics, unless possession or transport is lawful under applicable legal provisions; firearms and explosives; animals or perishables that do not meet proper hygiene and safety conditions according to applicable regulations; cash or bearer negotiable instruments; any item whose transport requires a specific permit or is restricted by law without such permit; any item prohibited by specific laws; and any article, material, or object that may pose a risk to passengers and their baggage.

Boarding of Unaccompanied Minors

Under no circumstances will minors under the age of 11 be allowed to travel alone. Any minor traveling alone must present a letter of consent issued by their parents or guardians, releasing the company from all responsibility. The minor must be between 11 and 17 years old. (Children over 11 are considered capable of speaking, listening clearly, recognizing their parents or guardians and the individuals picking them up, and demonstrating awareness appropriate to their age.) The parent or guardian must remain at the departure terminal until the bus departs for its destination.

Traveling with Pets

At our company, we understand how important your pets are to you and your loved ones. For this reason, we strive to extend our service so they can accompany you on your travels. Customers may bring pets with them as long as they comply with the policies established by the organization.

Pets may only travel on “Petfriendly” routes (identified with the logo). These routes are subject to specific destinations and schedules, and without exception, the corresponding liability waiver must be signed, releasing the organization from any responsibility regarding the pet’s integrity. DOWNLOAD HERE or request it at the ticket counter. Customers may bring pets (dogs and cats) as long as they comply with the organization’s policies, except for those established by the federal government in NOM-059-SEMARNAT-2010.

*TRANSPORTING PETS IN THE LUGGAGE COMPARTMENT IS PROHIBITED ON DOUBLE-DECKER UNITS.

The company defines three types of pets and/or service animals:

1) Pets Onboard

(Passenger Cabin)
2) Documented Pets

(Luggage Compartment)
3) Support Animals

(Visual or Emotional Disability)

*Service dogs and/or companion animals travel free of charge

*Doters points are only accumulated under the passenger’s name

*Subject to availability

*No changes or refunds

Download and complete your liability document

Download here

Download and complete your liability document

Pets + Carrier

Costs

If the maximum weight is exceeded, the corresponding fee must be paid

Policies for Pets Traveling in the Passenger Cabin

Customers may bring pets into the passenger cabin: only dogs and cats are allowed, provided the following requirements are met:

Pets must travel inside a rigid or semi-rigid carrier (Kennel type) that meets the following specifications:
- The maximum weight of the pet must be 15 kg (including the carrier). Maximum carrier dimensions: 71 cm long x 52 cm wide x 54 cm high. Only one pet per carrier is allowed. The carrier must provide enough space for the pet to stand, move, and turn naturally without touching the walls. Note: if the weight exceeds 15 kg, THE PET WILL NOT BE ALLOWED TO TRAVEL.
- The carrier must provide enough space for the pet to stand, move, and turn naturally without touching the walls. Emotional support animals or those assisting with visual or physical disabilities may travel without a carrier.
A vaccination record must be presented, showing a complete schedule according to the pet’s age, including the date and validity of the rabies vaccine. Sedation is not required (consult your veterinarian).
Only one pet per passenger is allowed, limited to 2 pets per bus identified with the Petfriendly icon or subject to availability.
The passenger must carry a cleaning kit consisting of: diaper or absorbent mat, cloth, and waste bag. The owner is responsible for fully cleaning up after their pet.
The company will allow brachycephalic domestic animals to travel in the passenger cabin if they meet the required dimensions, weight, and documentation. In all cases, the customer must complete the liability waiver stating that the pet’s travel is entirely the passenger’s responsibility due to the risk of respiratory syndrome associated with these breeds.
Dogs of breeds classified as dangerous will not be allowed to travel in the passenger cabin: Pit Bull Terrier, Staffordshire Bull Terrier, American Staffordshire Terrier, Rottweiler, Dogo Argentino, Fila Brasileiro, Tosa Inu, and Akita Inu. Also, depending on their physical build, musculature, height, and weight. These dogs may only be transported as documented baggage in the luggage compartment.
The fee for transporting a pet must be paid according to the season: Low season 75% of the seat value; High season 100% of the seat value, both based on the adult fare.
In all cases, the corresponding liability waiver must be completed in order to transport the pet.

Documented Pets

Pets may be transported in the luggage compartment of single-deck units at no additional cost, provided the following requirements are met:

Pets must travel inside a rigid carrier or Kennel-type container that meets the following specifications:
- The maximum weight of the pet must be 32 kg (including the carrier). Maximum carrier dimensions: 128 cm long x 45 cm wide x 65 cm high. Only one pet per carrier is allowed.
- The carrier must provide enough space for the pet to stand, move, and turn naturally without touching the walls.
- The carrier must not contain accessories or items (toys, treats, rewards, or other objects made with ruminant-derived ingredients); otherwise, they will be removed and destroyed.
For dogs and cats, a vaccination record must be presented showing a complete schedule according to the pet’s age, including the rabies vaccine date and its validity. Sedation is not required (consult your veterinarian).
Dogs and cats must be at least eight weeks old at the time of travel and not require their mother for feeding. Pets must not show signs of infectious diseases, recent wounds, or healing injuries.
The company will not transport pets in the luggage compartment of double-decker units, in order to safeguard the pet’s life due to the risk of respiratory syndrome or other health complications.
In cases where the pet travels as documented baggage, the customer must complete the corresponding liability waiver stating that the pet’s travel is entirely the passenger’s responsibility, releasing the company from any liability regarding the pet’s health and life.

Support Animals

Individuals with physical, visual, auditory, mental, or intellectual disabilities have the right to travel with a service animal at no additional cost. Service animals will be accepted in the passenger cabin alongside the person with a disability free of charge, provided the following requirements are met:

Emotional Support Animals

Emotional support pets must comply with all requirements stipulated for onboard pets.

Present a document issued prior to travel by the treating physician (psychiatrist, psychologist) or institution treating the person with emotional disability, certifying the need for an emotional support animal. It must be presented in original, signed and stamped by the specialist or institution.
Emotional Support Animals must wear a leash, harness, and identification tag.
The weight limit for transporting an emotional support pet is 12 kilograms.
If any of the above requirements are not met, the Emotional Support Animal will be transported as a regular pet in the bus luggage compartment, under the documented pet policies.

Visual Support Animals

The company allows passengers with visual impairments and/or reduced mobility to be accompanied during the trip by a service animal free of charge, provided the following policies are met:

Present documentation certifying the condition of Visual Support Animal:
- Identification of the Service Animal issued by an authority in animal health and/or recognized organization.
- Document from the physician and/or health institution treating the Passenger with Disability and/or Reduced Mobility, or any other document evidencing that the Passenger requires a Service Animal for mobility and/or companionship.
Dogs must wear a collar and leash or harness at all times.
Visual support dogs should preferably use the designated cabin spaces (Seats 1, 2, and 3 on single-deck units; lower deck seats on double-decker units). Passengers and their visual support animals will have boarding priority over other passengers.
Vaccination record with a complete schedule according to the pet’s age, specifying the rabies vaccine date and its validity.

Tax Receipt (Electronic Invoicing)

Boarding passes issued through this type of purchase are not valid for tax purposes. If you require a tax receipt, you must generate it through our website www.etn.com.mx in the “Electronic Invoicing” section located in the top right menu. To do so, you will need the ticket or boarding pass operation number, seat number, and complete tax information.

Invoicing Restrictions

In the case of open tickets, invoices can only be generated once the ticket has been used, within a period of 30 calendar days from the travel date. Once the invoice has been generated, no changes or cancellations can be made to the issued document.

Invoice Retrieval

If you did not receive the PDF and XML files of your tax receipt via email during the invoicing process, you may retrieve them by accessing our website www.etn.com.mx in the “Electronic Invoicing” section. You will need to enter your RFC and email address. Once inside the module, select “View History” and locate the document you wish to retrieve, either by resending it to your email, sending it to a different account, or printing the invoice again.