Ticket Changes, Cancellations, and Refunds on BUZ
If your plans have changed and you need to modify or cancel a ticket purchased through BUZ, the available options will depend on the bus operator and the terms of the fare you purchased. We’ll explain what information you need to gather and how to request assistance, keeping in mind that not all companies follow the same rules.
The terms and conditions depend on the carrier and your plan
BUZ allows you to compare and purchase tickets from different operators, but the terms and conditions regarding changes, cancellations, and refunds may vary from one company to another. There may also be differences in fares or service types even within the same operator.
For this reason, there is no single rule that can be automatically applied to all tickets sold on the platform. Before requesting a change, you must identify the carrier, the trip, and the terms and conditions associated with the reservation.
See also our Refund Policy.
How to Request a Ticket Change
If you need to change your trip, contact BUZ via servicioalcliente@buz.com.mx. Include the information needed to quickly identify your purchase and clearly explain what changes you need to make.
The ability to change the date, time, passenger, origin, destination, or other details depends on the conditions set by the carrier and the fare. Do not make a new purchase assuming that your previous ticket will be automatically refunded. First, request a review of your case.
- Reservation code or reference number.
- Email address used for the purchase.
- Passenger's name.
- Point of origin and destination of the trip.
- Date and time on the ticket.
- Change you wish to request.
How to Request a Cancellation
To find out if your ticket can be canceled, please email servicioalcliente@buz.com.mx with the reservation details. BUZ may review the request in accordance with the terms and conditions applicable to the purchased ticket.
Not all tickets have the same cancellation policies. There may be restrictions related to the carrier, the fare, or the time the request is made.
How do refunds work?
Eligibility for a refund is subject to the terms and conditions of the ticket and the carrier. A cancellation does not automatically result in a full, partial, or immediate refund.
If your application is approved, the terms, repayment method, and applicable timelines will be confirmed for your specific case.
Have your reservation code and purchase email handy
To help us locate your ticket more quickly, please include your reservation code or reference number and the email address you used to make the purchase when you first contact us. It is also helpful to clearly indicate the passenger's name, route, and date.
Avoid sending sensitive financial information that is not necessary to identify your reservation. BUZ may request any additional information needed to review the case.
- Reservation code or reference number.
- Email address used for the purchase.
- Passenger's name.
- Route.
- Date of travel.
- Detailed description of the request.
What happens if the tour operator cancels or changes the trip?
If the service is canceled or modified due to the operator, the available options will depend on the applicable policies and the circumstances of the trip. Keep your ticket, purchase confirmation email, and any other correspondence related to the change.
Contact servicioalcliente@buz.com.mx so that your case can be identified and reviewed.
What happens if I'm late or miss the bus?
If you don't arrive in time to board, your options depend on the carrier's policies and the fare you purchased. A missed ticket cannot necessarily be exchanged or refunded.
If you find yourself in this situation, keep your reservation details and ask for information about the available alternatives.
Check your information before completing a new purchase
The best way to minimize the need for changes is to carefully verify the information before paying. Check the origin, destination, date, time, carrier, passenger names, and email address.
If you need to book a new trip, you can check the available options again at boletos.buz.com.mx. If you're still planning your itinerary, visit Destinations in Mexico to explore destinations.
Frequently Asked Questions
Can all tickets purchased on BUZ be exchanged?
Not all tickets allow changes. The terms and conditions depend on the carrier and the fare purchased. Send your reservation code and purchase confirmation email to servicioalcliente@buz.com.mx to request a review of your case.
Does canceling a ticket mean I'll get a refund?
Not necessarily. The possibility of a refund and the conditions for one depend on the carrier and the fare. BUZ can review your reservation to determine which conditions apply to your purchase.
How long does it take to receive a refund?
The time frame may depend on the applicable conditions and the method used to process the return. To review a specific case, contact servicioalcliente@buz.com.mx with your reservation code and purchase email.
What information do I need to apply for assistance?
Please have your reservation code or reference number, the email address used to make the purchase, the passenger's name, the itinerary, the travel date, and a clear description of what you need to change or cancel.
Need a new trip? Check out routes, schedules, and available options on the BUZ booking engine.
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