These are the questions we receive most often from people who are going to travel by bus, especially if it’s their first time or they haven’t done it for a long time.
For questions about purchases, payments, tickets, and BUZ customer service, please also visit our Frequently Asked Questions About BUZ.
Before buying
How far in advance should I buy my ticket?
It generally pays to buy in advance: airlines often release promotional fares with weeks of notice, and in peak seasons popular schedules sell out. Buying on the day can be more expensive.
How do I know which terminal my bus leaves from?
It appears in the search results and on your ticket. In large cities, each operator may use a different terminal, so check it before you leave.
The day of the trip
Do I need to print my ticket?
In most cases no: it is enough to show the QR code on your phone.
What identification do I need?
You must have a valid official identification: it is necessary to board the vehicle. For international travel, you need the immigration documents required by the destination country.
By how much time do I arrive at the terminal?
Arrive well in advance to find your boarding gate, document your luggage if applicable, and board without haste. During the high season, add extra time.
Luggage and on board
What can I bring on the bus?
Each operator sets its own baggage rules: how many pieces, weight, and size are allowed at no cost. Check the conditions on your ticket or with the airline. As a general rule, carry only what is absolutely necessary (documents, medications, chargers, and some food) and document the rest.
Can I eat on board?
Light food is usually allowed. Avoid food with strong odors out of respect for other passengers.
What services does the bus have?
It depends on the operator and the class. In the BUZ search engine, each departure shows the services provided by the operator.
If something changes
Can I change or cancel my ticket?
It depends on the operator's policy and your tariff. Write to servicioalcliente@buz.com.mx or WhatsApp us at 56 5779 8626 with your booking number.
I didn't receive my ticket, what should I do?
It usually arrives within 5 to 10 minutes. Check spam and confirm your email; if it doesn't appear, contact us and we'll resend it to you.
