Terms and Conditions

PAYMENT METHODS

BANK CARD (AMERICAN EXPRESS, VISA OR MASTERCARD).

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

Electronic payments through PayPal and Mercado Pago are also accepted (restrictions apply, their use is governed by the regulations established by both PayPal and Mercado Pago for their operation).

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

MINIMUM CHECK-IN AND BOARDING TIME

Once your purchase is completed, you must print your boarding pass or download it to your mobile device. With it, you must go directly to the waiting room (where applicable) or to the boarding area, preferably 30 minutes before departure, in order to check in your luggage and board the bus without the need for an exchange.

If you do not have the printed boarding pass, you must provide the operation number at the time of boarding the bus.

Tickets purchased through the Contact Center must always be collected at the counter at least 30 minutes prior to boarding the bus with all necessary requirements; otherwise, the passenger will not be able to use the service.

OPEN TICKET CONFIRMATION

If your open ticket was purchased online, you must access our website www.costaline.com.mx and in the “Open Ticket” section you can confirm your trip using the operation number and NIT up to two hours before the desired departure.

The open ticket confirmation can also be requested directly at the ticket counters by presenting your printed boarding pass preferably up to one hour before the desired departure. Alternatively, you may make your reservation in advance by calling 800 0037 635 .

Every open ticket must be confirmed in advance; otherwise, the passenger will not be able to board the bus.

EARLY TRAVELER (VIAJERO ANTICIPADO)

The sale of Early Traveler (Viajero Anticipado) tickets applies to online sales (website), ticket counters, company-owned sales points of Autotransportes Estrella Roja del Sur, S.A. de C.V through its bus lines Costa Line, Futura, and Turistar Ejecutivo, and the contact center. Purchases can be made with any form of payment.

It does not apply to external channels or sales points.

On routes defined for Early Traveler tickets, Open Tickets cannot be sold—only confirmed tickets. Open tickets may be purchased but at adult fare rates.

Tickets with Early Traveler rates do not apply and cannot be combined with any other discounts or promotions. Early Traveler tickets are personal and non-transferable; to validate them, 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 at the Early Traveler rate starts from the first minute of the day following the search and up to two months later, available online, at ticket counters, and via the contact center. If the Early Traveler rate is not available, a 5% discount applies for round-trip purchases at the ticket counter on the return ticket, and 5% discount for online purchases.

Fare rates and discounts are always subject to availability.

The 50% discount promotion for Viva Aerobús passengers will only apply to the adult fare. The Early Traveler rate does not apply to tickets with INAPAM benefits, minors, students, teachers, or Open Tickets.

For references generated by the system for Early Traveler ticket operations, the customer will have 24 hours from the time of purchase to make the corresponding payment.

Payment for Full Fare ticket reservations may be made up to 24 hours before the bus departure.

For reservations involving both Early Traveler and Full Fare operations, the customer will have 24 hours from the time of purchase to complete the corresponding payment.

After the indicated timeframes, without exception, the reservation will be automatically canceled by the system and the seat will be released for sale.

For tickets with Early Traveler rates, passenger name changes are not allowed.

COSTALINE OFFERS THE FOLLOWING DISCOUNTS (SUBJECT TO AVAILABILITY):

At Autotransportes Estrella Roja del Sur, S.A. de C.V, through its bus lines Costa Line, Futura, and Turistar Ejecutivo, the following discounts are offered (subject to availability):

• 3 Minors 50% (All year)

• 2 INAPAM 50% (All year)

• 6 Students 50% (Vacation season only)

• 2 Teachers 25% (Vacation season only)

• 2 PWD (Person with Disability) 50% (All year)

LUGGAGE DOCUMENTATION

Check in your luggage 30 minutes before departure.

Luggage can be checked in up to 30 minutes before the bus departure. Each passenger may carry up to 25 kilograms of free luggage (excluding cargo). Luggage includes personal items, clothing, musical instruments, wheelchairs, bicycles, strollers, toys, and tools, which must be transported in suitcases, bags, or boxes. Only hand luggage such as laptops, small bags, and backpacks that fit in the bus compartment is allowed on board. Exceeding the allowed limit incurs a charge of 1% of the base ticket fare per extra kilogram (does not apply to discounted or promotional fares).

The company is not responsible for luggage without tags or for personal items carried inside the bus cabin. In case of loss or theft of checked luggage, compensation will be up to the equivalent of 20 days of the general minimum wage in Mexico City.

Passengers traveling with a pet must use a plastic or rigid transport cage (not fabric) and preferably sedate it; all pets travel in the bus luggage compartment.

The only animals allowed in the passenger cabin are guide dogs and emotional support or companion animals, without paying an additional fee.

In these cases, the owner must provide complete travel documentation at the time of purchase and boarding, including the original vaccination record and a medical certificate indicating the condition of the passenger (patient).

The transport of exotic or endangered animals (birds, mammals, reptiles, and fish) is prohibited. If done, official SEMARNAT documents must be presented authorizing transport.

The following are prohibited in both checked and hand luggage: lottery tickets (national and international), hazardous materials, psychotropic substances and narcotics (unless legally permitted), firearms and explosives, animals or perishables without proper hygiene and safety, money or bearer negotiable instruments, and any item requiring special authorization or restricted by law that lacks said authorization, as well as any item that may endanger passengers or luggage.

PETS ON BOARD:

Our company understands the importance of your pets for you and your loved ones. For this reason, we strive to extend our service so that pets can accompany you on your trips. Customers may bring pets as long as the organization's policies are followed.

Customers may bring pets (dogs and cats) provided all organizational policies are met, except those established by the federal government in NOM-059-SEMARNAT-2010.

** Transporting pets in the luggage compartment on double-decker buses is prohibited unless, in addition to the requirements, customers sign the corresponding responsibility waiver, releasing the organization from any liability regarding the pet's safety.

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

1. Documented Pets (Luggage Compartment)

2. Support Animals (Visual or Emotional Disability)

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

*Subject to availability

*Emotional support pets or animals assisting visual or physical disabilities may travel without a carrier.

Download and complete your Responsibility Form

    Documented Pets

Documented pets may travel in the luggage compartment of single-decker buses free of charge if the following requirements are met:

1. Pets must travel in a rigid kennel that meets the following specifications:

   
   

   • Maximum weight of the pet including the carrier is 32 kg (≈70.5 lbs). Maximum carrier dimensions: 128 cm long x 45 cm wide x 65 cm high. Only one pet per carrier is allowed.

   • The carrier must allow the pet to stand, move, and turn naturally without touching the walls.

   • No toys, treats, or other accessories made from ruminant ingredients are allowed; otherwise, they will be removed for disposal.

2. For dogs and cats, a complete vaccination record according to the pet's age must be presented, indicating the date and validity of the rabies vaccine. Sedation is not required (consult your veterinarian).

3. Dogs and cats must be at least eight weeks old and independent from their mother at the time of travel. Pets must not show signs of infectious diseases or have recent or healing wounds.

4. Pets will not be transported in the luggage compartment of double-decker buses to protect their health due to possible respiratory or other conditions.

5. For documented pets, the passenger must complete the responsibility waiver stating that the pet's travel is the passenger's full responsibility, excluding the company from any liability regarding the pet's health or life.

    Support Animals

Individuals with physical, visual, auditory, mental, or intellectual disabilities are allowed to travel with a service animal free of charge. Service animals are accepted in the passenger cabin alongside the person with a disability if the following requirements are met:

Emotional Support Animals

Emotional support pets must meet all requirements stipulated for pets on board.

1. Provide a document issued at least 12 months before travel by a treating physician (psychiatrist, psychologist) or relevant institution certifying the need for an emotional support animal.

2. Emotional Support Animals must wear a leash, harness, and ID tag.

3. Maximum weight for transporting an emotional support animal is 12 kilograms (≈26.5 lbs).

4. If any of these requirements are not met, the Emotional Support Animal will be transported as a regular pet in the luggage compartment, following documented pet policies.

    Visual Support Animals

Passengers with visual or mobility impairments may travel accompanied by a service animal free of charge, following these policies:

1. Present documentation certifying the animal as a Visual Support Animal:

   
   

   • Service Animal identification issued by an animal health authority or recognized organization

   • Documentation from a doctor or health institution treating the passenger with a disability or reduced mobility

   • Any other document proving the passenger requires a service animal for mobility or assistance

2. Dogs must wear a collar and leash or harness at all times.

3. Visual support dogs should preferably use the designated cabin areas (Seats 1, 2, and 3 on single-decker buses; lower deck seats on double-decker buses).

Passengers and their visual support animals have boarding priority over other passengers.

4. Complete vaccination record according to the pet's age, indicating rabies vaccine application date and validity.

INVOICING RESTRICTIONS

Only confirmed tickets (not open tickets) can be invoiced within 30 calendar days from the travel date. Once the invoice is generated, no changes or cancellations can be made to the issued document. In cases where tickets are paid using a combination of cash and/or bank card, only the amount paid by cash and/or bank card can be invoiced.