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Top questions

Find here the most frequently asked questions

My flight/train is late, what should I do?

In case of delay of your train or plane, it is not necessary to contact us. Transport companies know how to adapt to these hazards and do their best to get you to your destination.

Once you arrive on site, approach the bus station or airport staff. A place will be allocated to you on the next departure, subject to availability.

If your departure is the last of the day, please contact the service provider responsible for your delay (airline, SNCF, etc.)

Please note: your coach ticket is only valid on the day indicated on your ticket.

I have not received my ticket, what should I do?

If you have not received your e-bill within 10 minutes of booking, please check your spam or junk mail.

If you still have not received it, here is the procedure to follow:

  • Your departure is in less than 48 hours: call us on +33 4 79 68 32 96;
  • Your departure is in more than 48 hours: contact us via this form, we will send it back to you in a few clicks!
I would like to change my ticket
You can change your ticket up to 48 hours before departure. Let us guide you in a few clicks!
  • If the change concerns the day and/or time of departure and arrival: take your ticket number (starting with one or three letters followed by numbers) and follow the online procedure (also available in English).
  • If the change concerns the place of departure/arrival or the number of people : we must cancel your ticket and issue a new one.
    To find out about the conditions for cancelling your ticket, please refer to the General Terms and Conditions of Sale.
    To cancel your booking, please contact us using this form.

Attention: a modified ticket is no longer refundable, no modification will be taken into account if the departure is in less than 48 hours.

I wish to cancel my reservation

You have the right to change your mind and we undertake to refund you in accordance with the General Terms and Conditions of Sale accepted at the time of your purchase.

If you meet these conditions and wish to make a cancellation request, use our cancellation module.
If you do not meet these conditions, contact us via this form.
Any request for cancellation and/or refund will be taken into account within 3 weeks of your request.

Attention: the cancellation and/or refund conditions are specific to each transport company with which we work. To know these conditions, bring your ticket number and go to article 8 of the General Terms and Conditions of Sale.

Note: Altibus is a reservation platform, the transport process is the exclusive responsibility of the carrier making your trip. The General Conditions of Carriage of each company are available here.

Reminder: a modified ticket is no longer refundable.

I would like to make a complaint

Did you have a problem during your trip? Do you have an opinion or a remark to share with us? Help us to improve!

To make a complaint, contact us via this form. We will answer you as soon as possible.

Warning: Altibus is a booking platform and not a transport company. In the event of a complaint concerning the conditions of transport (bus cancelled or deleted, delay or any other problem), it will be forwarded to the carrier in charge of your journey, who will be responsible for the final decision.

Note: Complete files will be processed on a priority basis. If your request concerns the booking, modification or cancellation of your ticket, please refer to the categories above.

FAQs - Delays and Unforeseen Events

My flight/train is late, what should I do?

If your train or plane is delayed, there is no need to contact us.

Once you arrive on site, approach the bus station or airport staff. A seat will be allocated to you on the next departure, according to availability (only valid in the direction of the airport / station > ski resorts).

In the event that this was the last departure of the day, please contact the transport company responsible for your delay.

Please note: your coach ticket is only valid for the day indicated on your ticket.

Internet user's question: My train/plane is late

Are travel times guaranteed?

Rest assured, our carriers are experienced and will do their best to get you to your destination on time!

Carriers estimate their travel time based on previous years' traffic conditions and major events such as school holidays.
However, road hazards (traffic jams, weather conditions, etc.) can cause delays.
We ask you to be understanding.

 

What can you do about it? Allow enough margin, especially if you have a connexion! We advise passengers to allow 1h30 of connecting time for trains and 3h00 for planes for their return from the station. On the outward journey, allow between 15 to 20 minutes to get off the train, and between 45 minutes to 1 hour to get off your plane.
For Eurostar passengers: it is recommended to arrive at Moutiers or Bourg Saint Maurice station 2 hours before the train leaves.

Travel well: remember to bring a bottle of water, games for the children, as well as a travel pillow for possible delays!

Internet user question: guarantee of travel times

How plan after the bus?

You are travelling by train: we recommend that you allow at least 1h30 in the winter season and 45 minutes in the summer season.
For Eurostar passengers: it is recommended to arrive at Moutiers or Bourg Saint Maurice station 2 hours before the train leaves.

You are travelling by plane: we advise you to allow a delay of 3 hours.

Internet user question: minimum time required for a correspondence

If my train/plane arrives late, will my bus be waiting for me?

Be reassured, everything is set up in bus stations and airports to manage these hazards!
As far as possible and according to the announced delay, your coach will wait. However, in most cases, transporters make rounds and cannot afford to accumulate too much delay, otherwise they will delay all the other travellers of the day.
If your delay is substantial and the coach has already left when you arrive, you will be transferred to the next route (subject to availability).

What to do? Once you have arrived at your destination, contact the staff at the bus station or the airport. You will be assigned a seat on the next departure, depending on availability (only valid in the direction airport/station > Resorts ).
If this is the last departure of the day, please contact the transport company responsible for your delay.

Note: your trip is only valid for the day indicated on your ticket.

Question of the Internet user: to have his bus in case of delay