Plans change. Before buying, and especially if you have already bought, it is worth knowing what can be modified on a bus ticket and how to request it. This guide summarizes what the BUZ Help Center indicates.
The current conditions and how to request support are on the official page. Changes, Cancellations, and Refunds.
What depends on a change or refund
BUZ acts as your sales agent. Changes, cancellations, and refunds depend on The operator's policy (the bus or train line) and from the conditions of the tariff the one you bought. That's why two tickets for different routes can have different rules.
Who to contact
For changes, cancellations, or refunds, please contact BUZ first, which is the official link with the operator for these procedures:
- Mail: servicioalcliente@buz.com.mx
- WhatsApp: 56 5779 8626
Include your booking number and details of what you need. For travel operational matters (for example, luggage or a delay at the terminal), the operator’s contact details are usually included on your electronic ticket.
Name correction
- Minor errors, such as spelling mistakes or the order of first and last names, may be corrected.
- You should ask for it at least 6 hours earlier of the exit.
- It is not permitted to substitute one passenger for another.
- This does not apply if the ticket was purchased at a discount or has already been invoiced.
- This is always subject to the operator's terms and conditions.
Buz Flex protection
When you buy, you can add Buz Flex, a protection plan designed to give you flexibility in case of changes. If you think your plan may change, check its terms and conditions before paying.
Tips to avoid problems
- Check the name, date, time, and terminal before paying.
- If your trip depends on a flight or an event, choose a departure with flexibility or consider Buz Flex.
- Request any changes as soon as possible: the closer it gets to the departure date, the fewer options there usually are.
Do you need help with your ticket?
Write to us with your booking number.
Frequently Asked Questions
Can I change the date of my ticket?
It depends on the operator's policy and your tariff. Write to us servicioalcliente@buz.com.mx with your booking number to check it.
Can I transfer my ticket to another person?
No. BUZ does not allow replacing one passenger with another; it only corrects minor errors in the name.
How much time do I need to request a name correction?
At least 6 hours before the scheduled departure.
