Primera Plus Frequently Asked Questions: Everything You Need to Know

You can purchase Primera Plus tickets quickly and securely through various channels, both online and in person.

Online purchase (recommended)

• On the official website: https://www.primeraplus.com.mx
• In the mobile app (available for iOS and Android)

It is the fastest option and is available at any time.

In-person purchase

• At ticket counters located in bus terminals.
• At sales kiosks in plazas and shopping malls.

Ideal if you need direct assistance or advice.

Other points of sale

• Call the Contact Center: 477 710 00 60. Hours: 05:30 to 23:50.
• OXXO stores.
• Authorized travel agencies.

You can buy your Primera Plus ticket up to 240 days before your trip and up to 30 minutes before the bus departs, subject to availability.

You can easily purchase a ticket for another person, either online or at the ticket counter. The passenger will be able to travel without any issues by presenting their identification and the corresponding ticket.

Buy online (fastest option)

You can buy the ticket via the website or the app:

• The ticket is sent to the email address you provide.
• You just need to forward it to the passenger.

To board, the passenger must:

• Present official identification.
• Show the digital ticket with the QR code.

This is the most practical option, as it does not require going to the ticket office.

Box office purchase (electronic ticket)

You can also buy the ticket directly at the box office:

• Request an electronic ticket.
• You will receive:
  • Operation number
  • Verification code.

The passenger must:

• Please arrive at the ticket office at least 45 minutes before departure.
• Present official identification.
• Provide the details to print your ticket.

Yes, you can board the bus directly with your digital ticket, without needing to print it.

What you need in order to board

• Show the QR code on your ticket (PDF file) on your mobile phone.
• Present official identification.
• The QR code must be clearly visible and legible at the time of boarding.

Yes, you can pay for your Primera Plus tickets online using debit cards.

Accepted cards
Debit cards backed by the following are accepted:

• Visa.
• MasterCard.
• American Express.
• ID card.

Yes, you can pay for your Primera Plus tickets online with credit cards, both domestic and international.

Accepted cards
Credit cards backed by the following are accepted:

• Visa.
• MasterCard.
• American Express.
• ID card.

You must contact 477 710 00 60, during the service hours of 05:30 to 23:50.

How can I make a reservation?
Yes, you can reserve your Primera Plus tickets through the Contact Center.

How far in advance can I reserve?
You can make your reservation up to 15 days before your travel date.

What should I do after reserving?
To complete your purchase, you must arrive at the ticket counter at least 45 minutes before departure, in order to redeem and pay for your tickets.

IMPORTANT: The reservation only guarantees your place if you arrive at the ticket counter in time to complete the corresponding payment.

Yes, you can change the date or time of your Primera Plus ticket, provided you do so at least one hour before the departure time shown on your ticket.

How many changes can I make?
You may only make one date and/or time change per ticket.

Where can I make the change?

• Contact Center: You can request the change by calling 477 710 00 60 during the service hours of 05:30 to 23:50.
• Outside service hours: If you need to make the change between 23:51 and 05:29, you must go directly to the ticket counter, also at least 1 hour before departure.

IMPORTANT: The change can only be made before the departure time shown on your ticket. Once the departure time has passed, it will no longer be possible to modify it.

No, it is not possible to reprint a ticket once the departure time has passed.

What can I do if I need proof of the trip?
If you need proof, you can request an invoice for your ticket, provided you correctly supply the details of the trip.

Details required for invoicing

• Origin.
• Destination.
• Travel date.
• Hours.
• Passenger name.

IMPORTANT: Ticket reprinting is only available before departure. After the trip, the only option as proof is the corresponding invoice.

If you did not receive your ticket by email, contact the Contact Center:

• Phone: 477 710 00 60.
• Hours: 05:30 to 23:50.

Information you will be asked for:

• Email address used for the purchase.
• Registered phone number.

IMPORTANT: Complete this process at least 1 hour before your trip departs to make sure you receive your ticket in time and avoid setbacks. Once the service has passed, the ticket is lost in full.

If you have lost your ticket, you need to follow the recommendations below based on your purchase channel.

If you purchased at the box office, OXXO, an agency, or a service kiosk

• Go to the ticket counter at the bus terminal.
• Arrive at least 1 hour in advance.
• Present official identification.
• They will verify your details there and be able to reprint your ticket.

If you made your purchase on the website or app

During business hours

Call the Contact Center: 477 710 00 60.

Hours: 05:30 to 23:50.

Provide:

• Email.
• Phone number.

Outside business hours

Go directly to the ticket office at least 1 hour in advance.

If you purchased through agencies

Contact the agency or visit them before the ticket expires so they can assist you.

IMPORTANT: As long as you provide the correct details of your purchase, you will be able to recover your ticket and travel without inconvenience.

Yes, you can cancel your ticket paid with OXXO PAY, provided you meet the conditions and do so in advance.

How do I cancel my ticket?
You must contact the Contact Center:

• Phone: 477 710 00 60.
• Hours: 05:30 to 23:50.

The cancellation must be requested at least 1 hour in advance before departure.

Conditions for cancelling

• The ticket must not have been redeemed at the counter.
• The request must be made before the departure time.

Is there any charge for cancelling?
Yes, a penalty of 4.64% + VAT on the amount paid per transaction.

IMPORTANT: As long as you provide the correct details of your purchase, you will be able to recover your ticket and travel without inconvenience.

From the age of 3 they must pay for a ticket, and they must always be accompanied by an adult.

What happens depending on age?

• Children under 3: do not pay for a ticket, provided they travel accompanied and do not occupy an additional seat.
• From 3 to 11 years old: pay 50% of the fare.
  From 12 years old: pay the full fare.

IMPORTANT: In order to apply the correct fare, it may be necessary to verify the child's age during the purchase process or when boarding.

Primera Plus offers discounts for students and teachers during the official vacation periods set by the SEP. In the case of students, it is also possible to request the discount on other dates if an official vacation certificate is presented.

How much is the discount?

• Students: 50% off the full fare.
• Teachers: 25% off the full fare.

When does it apply?
The discount applies during official SEP vacation periods, such as:

• Easter week.
• Summer vacation.
• New Year's.

It is valid for schools and universities accredited by the SEP.

What do you need to request it?
You must present your valid ID proving that you are a student or teacher:

• At the time of purchasing the ticket.
• When boarding the bus.

What if my vacation period differs from the SEP calendar?

If you are a student and your institution has vacations on dates other than those set by the SEP, you can request the discount by presenting an official certificate of the vacation period.

The certificate must be:

• On letterhead.
• Sealed.
• Signed by an educational authority.
• Include your name.
• State the vacation period.

You must also arrive at the ticket counter with:

• The original certificate.
• A copy of the certificate.
• Your valid student ID.

Conditions and restrictions

• It is subject to availability.
• The ticket is non-transferable.
• Does not apply to open tickets.
• Does not apply on routes originating in or bound for:
  • Guadalajara International Airport.
  • Querétaro International Airport.
  • Guanajuato International Airport.
  • Felipe Ángeles International Airport (AIFA).
  • Benito Juárez International Airport (terminals 1 and 2).
• Discounts cannot be combined.
• Applies only up to undergraduate level.
• It does not apply to master's degrees, doctorates, postgraduate or other further studies.

IMPORTANT: If you do not present your valid ID or, where applicable, the certificate with all the requirements, you will have to pay the full fare or the corresponding difference.

To request the INAPAM or INSEN discount on Primera Plus, you must present official identification proving you are 60 years old or over, or your valid INAPAM card.

Which documents can you present?

• INAPAM card.
• Official identification (INE) proving you are 60 years old or over.

Conditions and restrictions:

• It is subject to availability.
• The ticket is not transferable to another person.
• Applies only to purchases made
• through official Primera Plus channels.
• Discounts cannot be combined.

When must you present the ID card?

You must show your document:

• At the time of purchasing your ticket.
• When boarding the vehicle.

IMPORTANT: If you do not present valid identification when purchasing or when boarding, it will not be possible to apply the corresponding discount and the difference to the full fare will have to be paid.

Primera Plus offers a 50% off the full fare for people with a disability, provided the condition falls within the criteria established by the SCT.

Which types of disability apply?
The discount applies to people with a disability:

• Physical.
• Mental.
• Hearing.
• Visual.

Which document do I need to present?
If the disability is not visible, you must present an official document proving it, issued by:

• DIF.
• Ministry of Health.

When must I present the ID card or document?
You must show the corresponding documentation when boarding the vehicle in order to validate the discount.

Conditions and restrictions

• It is subject to availability.
• The ticket is not transferable to another person.
• Discounts cannot be combined.

IMPORTANT: If you do not present the documentation required to prove the disability, it will not be possible to apply the corresponding discount and the difference to the full fare will have to be paid.

No, minors must travel always accompanied by an adult. They must also have their corresponding ticket

You must arrive at least 45 minutes in advance before departure of your bus.

Recommendation by season

• Regular season: 45 minutes before.
• Holiday or peak season: up to 1 hour before.

Arriving early will help you board more calmly, complete security checks and avoid setbacks.

Yes, for safety reasons the following people will not be allowed to board:

• Are under the influence of alcohol, drugs or intoxicants.
• Carry items that pose a risk to passengers or to the operation of the trip.

IMPORTANT: These measures are intended to protect the safety of all passengers during the journey.

Yes, for safety reasons a mandatory physical inspection is carried out of passengers and of the items they will take on board the bus.

What is inspected?

• Carry-on items.
• Items to be carried in the passenger cabin.

The inspection is carried out by security staff before boarding.

IMPORTANT: If, during the inspection, items are detected that are not permitted inside the bus and were not previously stored in the luggage, they will be removed and placed in the luggage compartment without being checked in and travel at the customer's risk.

RECOMMENDATION: Before boarding, check that your belongings comply with the travel conditions to avoid delays or inconvenience.

For safety reasons, it is not permitted to carry items that may pose a risk to the bus, the passengers or the goods being transported, whether in the luggage compartment or in the passenger cabin.

Items not allowed in the luggage compartment

The following items may not be transported:

• Flammable liquids or gases, such as petrol, paint or gas canisters.
• Firearms, ammunition, explosives, fireworks or flares.
• Hazardous industrial or household products, such as bleach, aerosols, mercury or solvents.
• Corrosive materials, such as acids or wet batteries.
• Irritant, oxidising or radioactive substances.
• Chemical substances or poisons.

Items not allowed in the passenger cabin

The following may not be brought on board:

• Items or suitcases exceeding the size of the luggage rack.
• Items which, because of their weight, size or shape, may be unsafe.
• Firearms or ammunition, except where permitted by applicable legislation.
• Fishing rods, spears, darts, batons, household tools, surgical or sharp instruments.
• Glass, toys that resemble weapons or other items that may pose a danger to passengers or to the operation of the trip.

Can I travel with oxygen?
Yes, but only under certain conditions:

• There must be a verifiable medical prescription.
• The tank must not exceed 1 metre in height by 20 cm in width

IMPORTANT: If staff detect items that are not permitted during the security check, they may prevent them from being brought into the passenger cabin or ask that they be removed before the trip.

You may transport fragile items, provided they have the proper packing or packaging to protect them during the trip.

Fragile items
If you are carrying fragile luggage, you must make sure it is properly packed according to the conditions the item requires.

IMPORTANT: If the packaging is not adequate, Primera Plus is not liable for damage caused during the journey.

Yes, you may take bags, backpacks or small briefcases into the passenger cabin, provided they do not exceed the size of the overhead rack and contain personal items or computer equipment.

The following are allowed on board:

• Bags.
• Backpacks.
• Small briefcases.
• Computer equipment.
• Personal items.

Boarding is not allowed if:

• A bag, backpack or briefcase with wheels.
  Contains clothing.
• Exceeds the permitted overhead rack size.

IMPORTANT: Items you bring inside the bus remain your responsibility and at your own risk.

If you left an item on the bus, you should contact the Contact Center as soon as possible to file a report.

Contact Us

• Phone: 477 710 00 60
  
• Hours: 05:30 to 23:50

IMPORTANT: If you do not present the documentation required to prove the disability, it will not be possible to apply the corresponding discount and the difference to the full fare will have to be paid.

Yes, you can travel with your pet on Primera Plus, but the conditions depend on the type of animal: whether it is an assistance pet or a regular pet.

IN SHORT

• Assistance pets may travel inside the bus (subject to requirements).
• Regular pets travel in the luggage compartment, under specific conditions.

Pets in the passenger cabin (assistance animals only)

Only the following are allowed in the passenger cabin:

• Guide dogs (seeing-eye).
• Assistance dogs.
• Medical alert dogs.
• Emotional support animals (with documentation).

Conditions

• They may not occupy a seat.
• They must remain under the passenger's control at all times.

Pets in the luggage compartment (regular pets)
Pets may travel in the luggage compartment provided they meet the following:

Requirements

• A carrier in good condition, suitable, sturdy and ventilated.
• Size appropriate to the pet
• Health and vaccination certificate
• The pet must remain calm during the trip

Travel conditions

• They travel in the lower part of the bus (with the luggage).
• We recommend not exceeding trips of 6 hours.
• On long trips, consider stops so they can rest.

IMPORTANT: 

• The passenger must bring a cleaning kit consisting of an absorbent mat, a cloth and a bag for waste.
• You must check your pet in before boarding.
• Only one pet per passenger is allowed.
• Transporting the pet is the owner's responsibility.
• Any damage caused by the pet will be the owner's responsibility.
• If the requirements are not met, the pet may not be accepted or may have to travel in the luggage compartment subject to the requirements stated above.

No, Primera Plus buses run their services from terminal to terminal, so it is not possible to get off at a point other than the destination shown on your ticket.

Yes, the bus may stop only at toll booths, for operational and safety reasons, but passengers are not permitted to get off there.

If your trip includes a connection between buses, it is important to plan your timings carefully.

Recommended timings between connections

• Regular season: at least 2 hours between arrival and the next departure.
• High season (holidays and long weekends): at least 3 hours.

This will help you avoid missing your next bus in the event of delays.

IMPORTANT: Arrival times may vary due to external factors such as traffic, weather or road conditions, so it is always advisable to allow extra time for connections.