Free telephone:

+34 900 121 400
Monday to Sunday: 07:30 to 21:30

Email:

info.gipuzkoa@avanzagrupo.com

Customer Service Office:

Ticket office Bilbao:
Termibus Estación de Garellano
C/Gurtubay, s/n.
48013 Bilbao

Ticket office Donostia:
Paseo de Federico García Lorca, 1
20014 Donostia-San Sebastián

Ticket office Vitoria-Gasteiz:
Bus Station
Euskaltzaindia Plaza
01010 Vitoria-Gasteiz

What we do:
Personal attention
Customer information
Claims, complaints and suggestions

Regarding lost property:

If you have lost something on one of our buses, when calling our Telephone Customer Service, 900 12 14 00, please indicate the date, time and line on which you were travelling, giving a description of your lost item, your name and a contact telephone number. We will immediately try to locate and, if possible, recover the item, in which case we will contact you for its return. 

If you wish, you can also report the loss by writing to: info.gipuzkoa@avanzagrupo.com, or by filling in the lost property form, indicating the above-mentioned details.   

Avanza Movilidad Gipuzkoa, S.A. accepts no liability for missing items that their owners claim to have been carrying in their bags, suitcases and/or rucksacks when their property was lost, nor does it accept liability for property or items that it is unable to locate. If the item in question is recovered, it will be returned, in the condition it was found, to the person providing proof of its ownership. 

All lost property found on our buses will be kept for three months (with the exception of perishable goods). After this time, Avanza Movilidad Gipuzkoa, S.A.  will donate the items to a charitable service in the town, depending on their condition of use. 

Documents to be presented by the person claiming an item: 

If you are the owner of the item, you must show either your ID card or your passport as proof of your identity. 

If you are claiming the item on behalf of the owner, you must show a signed authorisation together with a photocopy of the owner’s identity document and your own ID card or equivalent document.