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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
- 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.
FAQ - Luggage, ski and bikes
How many bags can I travel with? Is it free?
We're not the kind of people who charge the slightest extra gram, so travel without depriving yourself!
You can travel with it for free, per person:
- One piece of hand luggage;
- One hold luggage;
- A pair of skis/snowboards (if it is a Pau Pyrenees shuttle, you will need to specify whether or not you are travelling with your pair of skis/snowboards).
There is a charge for luggage:
- On buslines departing from Pau airport, a supplement of 15€ per baggage item and per journey will be requested.
- On the bus lines of SAT Autocar (tickets starting with SLM, SLI), and Borini (tickets starting with BOR) a supplement of between 2€ and 3€ (depending on the route and per piece of luggage) will be required.
Can I take my skis or snowboard with me?
Of course, your skis or snowboard are welcome in the luggage compartment (at no extra cost except for lines departing from Pau airport, as well as SAT Autocars lines)!
Attention: in order to ensure that everyone can travel in the same conditions, only one pair of skis/snowboards is accepted per person and per trip.
Is it possible to travel with my bike?
The sunny days are coming back, trade your skis in for your bike!
Good news, you can travel for free with your bike on some routes. To find out if this is the case on your journey, consult your carrier's General Conditions of Carriage.
I forgot something on the bus, what should I do?
Don't worry, we will help you with your item! Call us on +33 4 79 68 32 96, we will ensure to warn the bus company in charge of your transfer. They will activate the searche for you.
Be careful, remember to specify:
- A precise description of the object;
- The bus line used in which direction;
- The day and time of the trip;
- Anything that could help us!
Internet user question: I forgot or lost something on the bus