Answer any questions in our frequently asked questions
FAQs
You can check the timetables at www.aeropuerto.lazo.app/en/schedules on the app and during the purchase process:
- Select your departure point, destination and travel date on the search feature.
- Specify whether your journey is single or return and enter your travel dates.
- The search results will show all schedules on the day for your departure and destination points.
Cancellations and schedule changes due to bad weather or strike action are announced on the www.aeropuerto.lazo.app home pages.
The company will not be held liable for any delays caused by reasons beyond our control, force majeure, or compliance with legal or administrative requirements. We are very sorry for any inconvenience caused by delays.
If the delay is caused by us, notify us via our contact channels and we will respond to your notification.
The first stop is at Zaragoza airport, at the bus shelter next to the terminal, and the second stop is at Paseo María Agustín 7, in the city centre.
To ensure you do not miss your bus, we recommend being at the bus boarding area 10 minutes before the scheduled departure time.
If you miss your bus, you will have to buy a new ticket before travelling.
Sales channels:
- Website: www.aeropuerto.lazo.app
- App: Android and iOS.
- Purchase directly on the bus (payment using Lazo Card or cash)
- On the website and in the app by credit or debit card (Visa, MasterCard, American Express).
- Directly on the bus in cash or using your Lazo Card.
The booking fee is an additional charge per passenger that is applied to tickets purchased on the website or via the app.
The booking fee that you pay to purchase our services online or on the app includes the costs of providing, maintaining and updating the website or app, providing the secure payment gateway, hosting the website or app, among other costs.
If an error message shows when using your card to pay on the website or App and you do not receive an e-mail with your tickets, this may be due to:
- An error in the card number, CVV or expiry date.
- The secure e-payment option is not activated on your card.
- Insufficient balance on the card.
- Connection failure.
Normally, if an error message shows, the transaction is not completed and the amount is not charged to your card.
If you are charged for a ticket that is not issued, our security system will detect the error and automatically reimburse the amount within the hour.
What should I do if there is a problem with payment?
In the event of an incident, please contact us via the Complaint Form on the website.
Yes, you can purchase your ticket directly from the driver. You will have the option to pay by cash or using the Lazo Card.
On the website you can purchase tickets using credit or debit cards from any country as long as they are VISA, MASTERCARD, Maestro or American Express.
If you see that a ticket was charged twice to your account, or a ticket was charged when none was bought, this is possibly due to a system error. Most likely, one of your attempts to buy a ticket did not generate a booking reference, so when you tried again and were successful, the fare was charged twice.
In this case, our security system normally detects the error and automatically reimburses the amount to your bank card. You will receive an e-mail informing you of the process.
It is possible that the security system may run into an error when making the reimbursement. In this case, you will receive an e-mail informing you of the transaction error and indicating the steps to be followed to solve the issue.
In the second case, please contact Customer Service using the Complaint Form on the website and have the following information to hand:
- The first 6 and final 4 digits of the card used to make the purchase.
- Date of purchase (not of travel)
- Exact value of the transaction.
The following options are available to see tickets bought via our website or our app:
- The confirmation e-mail.
- The confirmation SMS with the travel details (if requested during the purchase process).
- Download it to your Passbook.
The booking reference is a sequence of numbers and letters used to identify the tickets bought in a transaction.
How it works:
- The booking reference is associated with all tickets bought in the same transaction. In other words, if you buy return tickets or group tickets in the same session, they will all have the same booking reference.
- If you wish to change or cancel your ticket via the website or app, you can use the booking reference and your ID to locate your ticket and make any necessary changes.
- The booking reference is also required if you wish us to issue an invoice for your tickets.
- The booking reference can be found on your ticket regardless of where you purchased it, except for those purchased directly on the bus.
Sample booking reference: 0xxxx00
Change and Cancellation Conditions
Date Changes
Changes can be made up to 2 hours before departure for tickets that allow changes.
The cost of making a change will depend on how far in advance it is made; the first change is free of charge if made at least 48 hours in advance:
| At least 48 hours in advance | From 48 to 24 hours in advance | Less than 24 hours in advance |
| Free of charge | 10% | 20% |
- The change surcharge varies depending on the baseline rate, i.e., without taking promotions or discounts into account.
Cancellation
- Cancellations can be made up to two hours before the scheduled departure time.
- The cost of making a cancellation will depend on how far in advance it is made; cancellation is free if no changes have been made beforehand and when made at least 48 hours in advance:
| At least 48 hours in advance | From 48 to 24 hours in advance | Less than 24 hours in advance |
| Free of charge | 20% | 30% |
- The cancellation surcharge varies depending on the baseline rate, i.e., without taking promotions or discounts into account.
- Tickets purchased on the website and the app may be cancelled via the same purchase channel.
Tickets purchased at www.aeropuerto.lazo.app or via the app may be handled using those same channels.
To view changes to a ticket:
- Go to "TICKET MANAGEMENT".
- Select one of the following options to identify your ticket:
- Booking reference and buyer ID card.
- Payment method and date of purchase.
Yes, if you have arrived early, you can use your ticket to travel.
Make sure you complete the purchase process for your tickets. When you are finished, you will see the Passbook or Wallet option. Select it and after completing the purchase, you will see the option to add your tickets to Wallet or Passbook. Click on this option.
You may find your booking reference:
- On your ticket, except for those bought at our points of sale, which do not have a booking reference.
- In the confirmation SMS with the travel details (if requested during the purchase process).
- In the purchase confirmation e-mail.
If you cannot find the booking reference on any of these channels, you can find it on the website. Go to "TICKET MANAGEMENT", enter your ID number and the final 4 digits of the card used to make the purchase. This will allow you to see your ticket and booking reference.
You do not need to carry a printed ticket to board the bus. Just show:
- Your booking reference number.
- An e-ticket bought on our website.
- A ticket bought using our App.
- A text message with the ticket details.
If you wish to carry a printed ticket, you can print it out from the purchase confirmation email.
The return journey can be booked on the website.
Ticket validity
Tickets are valid for up to 30 days, depending on the line, starting on the date of the outgoing trip.
The possibility of booking the return ticket will depend on the availability of the service in question.
To validate your return journey:
- Go to "TICKET MANAGEMENT".
- Select your ticket identification method (booking confirmation and ID card or ID card and final 4 digits of the card used to make the payment).
- Once you have located your tickets, go to “Validate” over the return option.
- Next, select the date you wish to travel and click on “APPLY DATE”.
- Select the departure time and the seat you would like and click on “SAVE”.
When travelling on an open return ticket, you need to validate the return leg 2 hours before boarding the bus. You can validate your ticket via any of our sales channels, providing there is space available on the service you wish to take. There is no deadline for validating open return tickets. However, the system will not validate return legs very close to the departure time on the website or app.
Tickets acquired via other official websites may only be changed or cancelled by the companies/channels via which they were bought, subject to the purchase, change and cancellation policies of the company in question (Omio, Busbud, Movelia, travel agencies).
Tickets purchased at www.aeropuerto.lazo.app or the app may be handled via the same channels.
To change or cancel a ticket at www.aeropuerto.lazo.app:
1. Go to "TICKET MANAGEMENT".
2. Select one of the following options to identify your ticket:
- Booking reference and buyer ID card.
- Payment method and date of purchase.
3. Tickets may be changed or cancelled under “Options”.
Change and Cancellation Conditions
Date Changes
Changes can be made up to 2 hours before departure for tickets that allow changes.
The cost of making a change will depend on how far in advance it is made; the first change is free of charge if made at least 48 hours in advance:
| At least 48 hours in advance | From 48 to 24 hours in advance | Less than 24 hours in advance |
| Free of charge | 10% | 20% |
- The change surcharge varies depending on the baseline rate, i.e., without taking promotions or discounts into account.
Cancellation
- Cancellations can be made up to two hours before the scheduled departure time.
- The cost of making a cancellation will depend on how far in advance it is made; cancellation is free if no changes have been made beforehand and when made at least 48 hours in advance:
| At least 48 hours in advance | From 48 to 24 hours in advance | Less than 24 hours in advance |
| Free of charge | 20% | 30% |
- The cancellation surcharge varies depending on the baseline rate, i.e., without taking promotions or discounts into account.
- Tickets purchased on the website and the app may be cancelled via the same purchase channel.
Tickets will only be reimbursed after they have first been cancelled.
If a ticket may be cancelled, you can do so on the website or via the app.
1. Go to "TICKET MANAGEMENT".
2. Select one of the following options to identify your ticket.
- ID card and booking reference.
- ID card and final 4 digits of the bank card used to make the purchase.
3. Click “Search”. Once you have located your ticket,you may cancel it under “Options”.
Ticket cancellation and reimbursement will depend on how fast your bank conducts these processes. Our system orders that reimbursements be made immediately, right when tickets are cancelled.
Some banks take several days to pay the reimbursement into the account associated with your card (in some cases, up to 20 days). Nevertheless, if you believe that the reimbursement process is being delayed excessively or that an error has occurred in the ticket cancellation process, you can contact us via our Complaint Form.
If you miss your bus, you will have to buy a new ticket before travelling. To ensure this does not happen, we recommend being at the bus boarding area 10 minutes before the scheduled departure time.
In the TICKET MANAGEMENT section, you can change the date and time of the journey provided there are seats available on the service in question.
To make or check changes to your ticket:
1. Go to "TICKET MANAGEMENT".
2. Select one of the following options to identify your ticket:
- ID card and booking reference.
- ID card and final 4 digits of the bank card used to make the purchase.
3. Once you have located your ticket, depending on the rate conditions, you may make changes and see any changes you have made.
You can check the fares and discounts in the fares section of our website.
The Lazo Card is a multi-purpose card that can be topped up and used to pay for and access different services in Zaragoza using the credit available on the card.
This card can be validated multiple times on the same journey, receiving a 15 % discount on the third validation and a 30 % discount from the fourth validation onwards.
Remember that the tickets themselves have invoice validity, since they reflect all the necessary data and applied VAT.
Check how to request an invoice here.
If an item is lost, you may file the corresponding claim immediately on arrival at your destination. You will need to show your ticket and your check-in receipt, if any. Compensation may be made up to the limits established under current legislation. For lost property, you can also use the Lost and Found form.
- Animals are permitted as long as they are in perfect condition in terms of health and hygiene and they do not disturb other people using the service.
- Dogs weighing up to 10 kg may board the bus using a soft or hard carrier.
- Guide dogs, assistance dogs and security dogs may circulate freely, provided that they are accompanied by their owner, keeper or a security officer, and as long as they meet the health and safety conditions established in the current applicable regulations, that they are properly identified, and that they do not disturb other public transport users.
- Dogs must carry an identification document or card.
- Potentially dangerous dogs are not permitted on public transport.
- The owner of the animal must carry the relevant documentation and is responsible for any damages or inconvenience it may cause to people, property and the natural environment.
Most of our buses have open Wi-Fi.
Vehicles are equipped with all the facilities to ensure your journey is as comfortable as possible. On-board entertainment, Wi-Fi, 120W sockets and USB charging ports.
Check all the information related to accessible and inclusive mobility on our website.