Frequently Asked Questions

General

About recorrido

What is recorrido offering?: recorrido.cl offers you the possibility to find the perfect bus trip for you, by offering a platform to compare and book intercity bus trips within Latin America. Finding your perfect trip is as easy as follows:

• Enter the date, departure and destination and you get an instant overview of every offer in the intercity bus market.
• To make your decision between all different offers easier, you can apply different filters to make sure you find the best trip.
• You can purchase your ticket right away on our website: Just choose your seat, enter your personal data, purchase your ticket and you’ll receive your booking confirmation right away.

Why should I buy my ticket on recorrido.cl?: Because finding the best ticket was never easier. With recorrido.cl you have all the advantages of e-commerce for planning your bus trip:

• You can pick your bus trip very comfortably online while staying at home.
• You get a clear overview of all available offers.
• You can filter the results according to your preferences.
• Book your ticket easily with the most common local and global payment methods.
• Depending on the bus operator you will receive your ticket immediately either:
  • As a mobile ticket on your smartphone,
  • a ticket to be printed out by yourself at home, or
  • a ticket that you can withdraw at the bus operator’s office in the bus terminal.

Geographical coverage: Currently we are covering Chile, Argentina and Peru. Our goal is to deliver our service to all countries in Latin America.

Does recorrido.cl offer an app?: Yes. You can download the app for Android and iOS.

Can I buy my bus ticket on recorrido.cl?: Yes, you can directly book your bus ticket on recorrido.cl. In case your favourite bus operator is missing don’t hesitate to tweet us and let the bus operator know as well. We will then soon add it to recorrido.cl!

Search & Results

Search

How can I do a search for my bus trip?: Just enter the city of departure, destination and date and we will give you an overview of all available offers in the market. If you want to book a round-trip, just enter a return date.

I did a search, but I want to change it. How can I do this?: If you want to change your search you can adjust it in the search bar on the top of the site.

The search takes some time. Why?: In order to find all possible trips for you we need to gather a lot of data from the available sources. This takes a few seconds of loading time.

Results

Can I sort or filter my results?: Yes, you can sort and filter your results by applying different filters. The optional filters among others are: price, service and time. You can find them on the left-hand side of the website that displays the search results. To make your search even more precise you can use the departure time bar and/or the maximum price bar and use them to adjust your results.

I searched for a bus trip but couldn’t find anything. Why?: Unfortunately, this means that no bus operator offers a trip you’re searching. If changing the departure date doesn’t help, try to separate your trip into smaller ones. For example, in order to travel from Temuco to La Serena, you´ll have to book two separate trips. One from Temuco to Santiago and a connecting trip from Santiago to La Serena. In case this doesn’t help either and you know a bus operator that is missing please tweet us and let the bus operator know as well. We will then soon add it to recorrido.cl!

I applied a filter and now I don’t see any results anymore. Why?: You have applied a filter that eliminated all results. Try to change your filters a little until you can find an offer that suits you best.

I’ve been travelling with other bus operators in Chile, but you don’t show them. Why?: We’re able to show bus operators that are already selling online. If you have travelled with a bus operator that only sells its tickets offline, we can’t display the information. However, our vision is that soon all bus operators sell their tickets online. In case your favourite bus operator is missing although it already sells its tickets online, tweet us us and let the bus operator know as well. We will then soon add it to recorrido.cl!

Payment methods

Payment

Which payment methods does recorrido.cl offer?: recorrido.cl offers two payment methods:

• WebPay: WebPay of Transbank S.A. is the most common and secure payment method in Chile. We recommend it to our customers that have a Chilean bank account because the currency of the purchase is the Chilean Peso and WebPay does not permit refunds to foreign bank accounts. With WebPay you can pay your tickets in Chilean Peso via your Chilean bank account, your Chilean credit/debit card.
• PayPal: PayPal is the most common and secure payment method globally. We recommend it to our foreign customers because the currency of the transaction is the US-Dollar and PayPal has no regional limited refund restrictions like WebPay.


Why should I sign up at recorrido.cl?: It’s not necessary to be registered in order to purchase a bus ticket, but signing up gives you the following advantages:

• You can repeat previous trips and save frequent passengers to speed up the booking process in the future. This way buying your next purchase will be even faster and easier.
• You can safe your purchased bus tickets in your recorrido.cl account and access them whenever you want.
• You get information about special offers and other news by recorrido.cl.

Must the owner of the debit or credit card be one of the passengers?: No, in order to purchase your bus ticket you can use any debit or credit card. For being able to enter the bus with your ticket, the passenger information on the ticket has to match the identity of the passenger.

Data and Security

Is it safe to use my PayPal account, my bank account data or my credit/debit card on recorrido.cl?: Yes, buying on recorrido.cl is secure. The purchase is finalized on the site of WebPay, PayPal or your bank account and the payment method you have used just tells us when the purchase was successful. Never does recorrido.cl have access to your personal data. In addition to that, recorrido.cl works with the latest security standards and provides a 256-bit SSL certificate that ensures the security of your reservation process on recorrido.cl.

My ticket

How do I receive my ticket and how long does it take?: At the end of the booking process you can directly download your booking confirmation as a PDF file. We recommend to download your ticket immediately. Simultaneously we send you a confirmation email that also includes your ticket/booking confirmation and information about your trip. Additionally, if you have an Android or iOS smartphone you can download your ticket to the recorrido.cl app and enter the bus with a mobile ticket if the bus operator allows that. To find out whether your bus operator allows you to enter with a mobile ticket or not please revise the following table. If you did not receive your ticket, we recommend to double-check whether the email inadvertently was categorised as SPAM and moved into the (email) bin. In case this did not help or in case the email you have stated prior to purchase your ticket was wrong, you have to contact us via email help@recorrido.cl at least 24 hours before your bus departures in order to resend you your ticket.

Do I enter the bus with the ticket confirmation printed out?: To be allowed to enter the bus, you need to make sure that you have a valid ticket. In a few cases recorrido.cl sends you a confirmation with which you then have to withdraw the valid ticket at an office of your bus operator in the terminal prior to the departure of your bus. Only then you are able to enter the bus. However, most bus operators allow you to enter the bus directly by just showing the tickets printed-out. In this case you receive from recorrido.cl the valid tickets. And some bus operators even allow you to enter the bus by showing only the PDF-file or the mobile ticket in your smartphone using the recorrido.cl app (the app of recorrido.cl for Android and iOS).

Please check in the following table if you can enter the bus...

• ...only after withdrawing a valid ticket from an office of your bus operator in the bus terminal. In order to do this you will have to print out the confirmation which we have sent you and show it in the office of your bus operator.
• With a printed version of the ticket that we have sent you or which you could download on the website after the payment process was finished. In this case you have to print out the ticket and show it in the moment when you enter the bus.
• With a ticket on your smartphone, either as a mobile ticket within the recorrido.cl app for Android and iOS or as a PDF-file.

Nevertheless, we recommend to always take a printed version of the ticket with you and to be at least 30 min before the scheduled departure at the bus terminal. With the purpose to avoid problems such as having low battery of your smartphone while showing the mobile ticket or a bus operator that’s unwilling to accept your printed-out confirmation. Furthermore, you need to inform yourself prior to your trip whether there are offices of the corresponding bus operator and that you will have the opportunity to withdraw the valid ticket.

Bus operator	Valid ticket by...
	1. Withdrawal in terminal	2. Printed-out ticket (PDF)	3. Mobile ticket
Ahumada Internacional	x
Andesmar		x	x
Andesmar Chile		x	x
Atacama VIP		x
Atacama 2000		x
Buses Andrade		x	x
Buses Fierro		x	x
Buses García		x
Buses Ríos		x
Bus-Sur		x
Chile Bus		x
Cidher		x
Ciktur		x
Covalle Bus		x
Cruz del Norte		x
Elqui Bus		x
El Pingüino		x	x
El Rápido Internacional		x	x
ETM		x	x
Expreso Transamericano		x	x
Fénix Internacional	x
Fichtur VIP		x
Frontera del Norte		x
Jet Sur		x
Lago Sur		x	x
Linatal		x
Los Conquistadores		x
Los Corsarios		x
Los Libertadores		x
MT Bus		x
Narbus / Igillaima		x	x
Nevada Internacional		x	x
Nilahue		x
Nordic Buss		x
Paravías / Via Norte	x
Petro Bus		x	x
Prime Bus		x	x
Pullman Bus		x
Pullman Costa Central		X
Queilen Bus		x	x
San Martín		x	x
Ski Total		x
Tacoha		x
Talca, París y Londres		x	x
Thaebus		x
Tramat		x	x
TranSantin		x	x
Transfer Pampa	x
TrenCentral (y todos los trenes asociados) *		x

Special considerations
*) Tren Central: Upon boarding the train, it is mandatory to keep your ticket throughout the whole trip, because the board personnel might require it for controls.

Can I show my confirmation email or my ticket on my smartphone if I forgot to print it?: This depends on your bus operator. You have to revise the table in the section “tickets” for further information about what kind of ticket your corresponding bus operator accepts. To make sure that you won’t have any problems to enter the bus we advise you to bring a printed version of your ticket along with you and be at least 30 min before the departure of your bus at the bus terminal.

I haven’t received a confirmation but I have made the payment: Please check the SPAM folder of your mail provider first. In case you still can’t find your ticket, please contact us via help@recorrido.cl at least 24 hours before the scheduled departure of your bus stating the following information: your travel info (departure, destination, date and time of departure), the purchase number of your ticket, the email address that you used for booking the ticket, your full name and the RUT/passport number.

Can I give my ticket to a friend?: No, because the tickets are personalized and your identity will be checked in the bus. In case you want to change the passenger, you need to cancel your ticket and book a new one with the name of your friend.

Are there any special exceptions for kids?: Yes, the following bus operators have special policies for kids:

• Igillaima/Narbus: Children until the age of 7 travel for free.
• Andesmar group (Andesmar, Andesmar Chile, El Rápido, Tramat, Nevada Between etc.): Children until the age of 4 travel for free.
• Bus-Sur: Children until the age of 2 travel for free.

Nevertheless, recorrido.cl does not guarantee for these conditions because they might change or other bus operators might introduce new ones as well. Therefore, we recommend to contact directly the corresponding bus operator to find out if they have special conditions or not. The best address to find contact information of bus operators is in our Atlas of intercity buses in Chile.

My trip

When do I need to be at the terminal: We suggest to arrive at the terminal at least 30 minutes before your bus departs.

When and where will my bus depart from?: Depending on what you are looking for, please read the following:

• Terminals: The name of the terminal that you depart from is always imprinted on your ticket. If you don’t know where this terminal is located, you can look it up by following this link Blog recorrido.cl. It will lead you to a section of our Blog, where you can find all the addresses of the available bus terminals.
• Bus platforms: The terminals do not provide information about the platforms from which the buses depart. Please confirm the platform at the office of the bus operator in your departure terminal prior to the departure of the bus.
• Opening hours of a bus operator’s agency: To find the opening hours of your bus operator’s office please revise their individual homepages. The best address to find them is in our Atlas of intercity buses in Chile.

Border crossing “Los Libertadores” to/from Argentina: When you´re planning to cross the border from/to Chile (e.g. Santiago) to/from Argentina (e.g. Mendoza) via el Paso “Los Libertadores”, it is possible that the border is closed (e.g. due to extreme weather conditions of heavy snow). Please note the following:

• Check the official Twitter account of the border (@cfloslibertador) at least 24 hours before your trip. If there are announcements of the border being closed revise if your hour of departure coincides with the time the border will be closed. Please consider that from Santiago to the border it takes around 1 hour.
• If the border is closed and it’s affecting your trip, you have the right to receive a 100% refund of your ticket. A change of the ticket is not possible.
• In this case you have to send us a mail to help@recorrido.cl indicating your travel info (departure, destination, date and time of departure), the purchase number of your ticket and your Chilean bank account information (name of the owner of the bank account, tax ID (RUT) of the owner, name of the bank, type of bank account) or your PayPal account (in case the ticket was purchased via PayPal). The refund will arrive at your account within 5 working days.
• Attention: If you couldn’t realize your outbound trip because of the closed border but you have also purchased a return trip, a refund of this return trip is not guaranteed.

Can I bring pets with me when I travel by bus?: This depends on the terms and conditions of your bs operator. To find out whether you are allowed to bring pets with you into the bus you should directly ask the bus operator prior to your trip. The best address to find contact information of the bus operators is our Atlas of intercity buses in Chile.

Do I have to pay a fee to be able to enter Argentina?: Passengers with Chinese (CN) nationality are obligated to carry a printed Electronic Trip Authorization document to enter Argentina.
Please go to the website of Dirección Nacional de Migraciones http://www.migraciones.gov.ar/ and register to start the process. Complete the form with your personal data as well as your credit card details to proceed your payment. Afterwards print your receipt and upon entering Argentinian territory, you should present this ticket with the respective barcode at the migration control posts.
For more information, please visit http://csigo.cancilleria.gov.ar/es/content/autorizaci%C3%B3n-de-viaje-electr%C3%B3nica-ave-para-ciudadanos-chinos and if you have any doubts, do not hesitate to contact us via ayuda@recorrido.cl.
It is within the user’s responsibility to fulfil all requirements to be able to enter Argentina, including but not limited to the payment of the "electronic trip authorization". Recorrido is not responsible for any claims that are not directly related to the usage of the Recorrido’s website.

Ticket cancellation

I want to cancel my ticket and get refunded, what do I need to consider?: The conditions of cancellation are as shown in the following table. Generally, every ticket can be cancelled via recorrido.cl except for tickets of TrenCentral (those you have to cancel in an office of TrenCentral). Furthermore, every bus operator excepts cancellations of national trips until 4 hours prior to the time of departure of your bus and will retain according to Chilean law 15% of the ticket value, except for TrenCentral (2 hours prior to departure, 30% retention). In case of international trips you have to cancel your ticket at least 72 hours before the departure of your bus. We recommend to revise carefully the conditions of cancellation in your case.

National / International travel: Trips where no international border is being crossed by your bus, are considered as “national”, for example: Buenos Aires to Mendoza. Trips where an international border is being crossed by your bus, are considered as “international”, for example Mendoza (AR) to Santiago (CL).

Bus operator	Cancellation only...
	Online at recorrido.cl	Offline at the bus operator’s office	Max. time in hours for cancellation before departure of the bus “National trip / International trip”	Percentage of ticket value to be refunded
Ahumada Internacional	YES	NO	4 / 48	85%
Andesmar	YES	NO	4 / 72	85%
Andesmar Chile	YES	NO	4 / 72	85%
Atacama VIP	YES	NO	4 / -	85%
Atacama 2000	YES	NO	4 / -	85%
Buses Andrade	YES	NO	4 / -	85%
Buses Fierro	YES	NO	4 / -	85%
Buses García	YES	NO	4 / -	85%
Buses Ríos	YES	NO	4 / -	85%
Bus-Sur	YES	NO	4 / 72	85%
Chile Bus	YES	NO	4 / -	85%
Cidher	YES	NO	4 / -	85%
Ciktur	YES	NO	4 / -	85%
Covalle Bus	YES	NO	4 / -	85%
Cruz del Norte	YES	NO	4 / -	85%
Elqui Bus	YES	NO	4 / -	85%
El Pingüino	YES	NO	4 / 72	85%
El Rápido Internacional	YES	NO	4 / 72	85%
ETM	YES	NO	3 / -	85%
Expreso Transamericano	YES	NO	4 / 72	85%
Fénix Internacional	YES	NO	- / 48	85%
Fichtur VIP	YES	NO	4 / -	85%
Frontera del Norte	YES	NO	4 / -	85%
Jet Sur	YES	NO	4 / -	85%
Lago Sur	YES	NO	4 / -	85%
Linatal	YES	NO	4 / -	85%
Los Conquistadores	YES	NO	4 / -	85%
Los Corsarios	YES	NO	4 / -	85%
Los Libertadores	YES	NO	4 / -	85%
MT Bus	YES	NO	4 / -	85%
Narbus / Igillaima	YES	NO	4 / 4	85%
Nevada Internacional	YES	NO	4 / 72	85%
Nilahue	YES	NO	4 / -	85%
Nordic Buss	YES	NO	- / 4	85%
Paravías / Via Norte	YES	NO	4 / -	85%
Petro Bus	YES	NO	4 / 72	85%
Prime Bus	YES	NO	4 / -	85%
Pullman Bus*	YES	NO	4 / -	85%
Pullman Costa Central	YES	NO	4 / -	85%
Queilen Bus	YES	NO	4 / -	85%
Ríos	YES	NO	4 / -	85%
San Martín	YES	NO	4 / 72	85%
Ski Total	YES	NO	4 / -	85%
Tacoha	YES	NO	4 / -	85%
Talca, París y Londres	YES	NO	4 / -	85%
Thaebus	YES	NO	4 / -	85%
Tramat	YES	NO	4 / 72	85%
TranSantin	YES	NO	4 / -	85%
Transfer Pampa	YES	NO	24 / -	85%
TrenCentral (y todos los trenes asociados)	NO	YES	2 / -	70%

How can I cancel my ticket on recorrido.cl?: You just have to click on Cancel tickets in the “Customer service” section on our website. Remember that you only can cancel your ticket if the conditions of cancellation are fulfilled, especially the minimum time of cancellation before the departure of the bus. After that you have to enter your email used for booking and the purchase number and click on “Search”. Then you will see the ticket you are able to cancel. In order to cancel your ticket you have to click on “Cancel tickets” next to the ticket you wish to cancel. In order to finalize the cancellation of your ticket you have to enter your Chilean bank account information (only in case you have purchased the tickets via WebPay). recorrido.cl will confirm the cancellation of your ticket by sending you an email.

What's the process to get refunded?: The process of refund depends on the method of payment you have used for purchasing your ticket:

• WebPay: The refund will be transferred to your Chilean bank account. When the ticket is cancelled we receive your bank account data that is needed for the refund. In case you don’t receive the refund after 7 days, please contact us via help@recorrido.cl indicating the purchase number of your ticket and your Chilean bank account information (name of the owner of the bank account, tax ID (RUT) of the owner, name of the bank, type of the bank account).
• PayPal: The refund will be transferred to the PayPal account that the customer used for the purchase. In case that you don’t receive the refund after 7 days, please contact us via help@recorrido.cl indicating the purchase number of your ticket and your PayPal account.

I want to purchase my ticket via WebPay but I do not have a Chilean bank account. How do I receive a refund if I need to cancel my ticket?: If you don’t have a Chilean bank account, we highly recommend to use PayPal as a payment method. Because if you use WebPay, it’s impossible to refund you because WebPay of Transbank S.A. doesn’t allow to refund the transaction, the refund is only possible through a national bank transfer onto a Chilean bank account.

Can I make changes on my ticket?: It is not possible to change the ticket after your purchase is completed. You need to cancel the ticket and purchase a new one.

Problems

My bus didn’t show up or lost me during the trip. What do I have to do?: Please contact us immediately via help@recorrido.cl indicating the problem, your travel info (departure, destination, date and time of departure) and the purchase number of your ticket. We will investigate the problem as soon as possible. If the bus operator confirms the problem we will refund 100%.

The payment process didn’t finish. Did you charge me? What can I do?: In case a payment is unsuccessful we don’t charge you anything. However, we recommend to revise your bank or PayPal account. In very few cases it can happen that the payment method you have chosen is blocking the amount of your ticket for a few hours. We recommend to try reserving your tickets again or choose a different payment method.

I couldn’t buy my ticket but I was charged for it. Why?: This can occur when you have used WebPay of Transbank S.A. It is possible that an error in the transaction occurred. If this is the case the amount was charged from your bank account by WebPay but was never transferred to us. Therefore, the purchase of your ticket couldn’t be realized. WebPay will automatically refund the amount to you in between 2 hours to 48 hours. If this does not happen, please send us a screenshot of the amount charged from your account in order to revise it further. We will investigate the case together with WebPay as fast as possible.

The service of a bus operator was inconvenient and didn’t satisfy my expectations. Where can I leave my comments?: Please comment your experiences and rate your trip using the survey that we send you after your trip. In order to have a useful feedback please make sure you differentiate your ratings and comments between the service of recorrido.cl and the service of the bus operator.

Feedback

Where can I give feedback on my experiences with recorrido.cl and its service?: We encourage you to rate and comment our services by filling-in the survey that you receive after your trip in order to improve our service. We invite you to follow us on Twitter and Facebook.

Where can I find news about recorrido.cl and special offers?: If you want to be up-to-date about news and special offers by recorrido.cl we invite you to follow us on Twitter and Facebook and give us a like if you have enjoyed our service and support our vision to connect Latin America and make it accessible for everybody!

Further questions

I have further questions which are not covered here: If you have any further questions or issues which are not answered here, please let us know via Other questions.