Frequently Asked Questions
1. Frequently Asked Questions
Our buses have no luggage storage. So, if you have luggage, it can only consist of small suitcases you can take with you and that do not take up any other seat, aisle space or emergency exits. We regret to say that large suitcases or packages are not allowed on board.
It depends on the season. The operational frequency ranges from 8-10 minutes in high season (March to October) and 20-30 minutes in low season (November to February). However, these frequencies may vary, because of traffic, number of people at stops, and others. The frequency of the buses means that you can do the whole route throughout the day up until 80 minutes or 65 minutes before the bus services finish for the day. The 16.40 and 20.40 buses (depending on the season) are the last ones which will allow you to do the whole of route 1. The 16.50 and 20.50 buses (depending on the season) are the last ones for route 2.
MADRID CITY TOUR service has been designed in the way that Route 1 lasts about 80 minutes and Route 2 lasts about 60 minutes. However these routes times may vary, because of the traffic, the number of people at the stops and others. Remember that you can hop on and off at any bus stop when you like on the same day.
If you already have your tickets or would like to purchase them on the bus itself, you may get the bus at everyone of the MADRID CITY TOUR stops.
Yes, the ticket allows to hop on-off and change the routes as many as you like, using it in a non-limited way, during the official schedule of MADRID CITY TOUR.
Pets are not allowed on board the Madrid City Tour, except for guide dogs and animals in carriers.
Unfortunately, you can only board the bus with a valid ticket, and its loss or theft does not give rise to any entitlement to replacement or refund. Not other forms of payment receipt or reused vouchers are accepted. Once you have acquired your ticket, you must keep it, as you must be able to show it both when boarding the bus and during routine checks. It is the customer’s responsibility to prove that he or she has been supplied with a ticket and, if this has not happened, to ask for one from our on-board staff when making the purchase.
No, the ticket allows to hop on-off and change the routes as many as you like, using it in a non-limited way, during the official schedule of MADRID CITY TOUR.
The MADRID CITY TOUR ticket is valid for one or two consecutive days, as you choose and its validity fits with MADRID CITY TOUR schedule.
MADRID CITY TOUR tickets may be bought by fours different ways: going to our main sale point (calle Felipe IV, between the Prado Museum and the Ritz Hotel); on the bus itself, which may be got into at any point within the route; in this web site; or through the app City Tour Worldwide.
You can request a full refund of the price of your tickets from the time you make the reservation up to 24 hours before the date of use indicated during the purchase. The refund must be requested by emailing customers-mad@city-tour.com or through our Contact Form indicating the reservation holder, date of purchase and the voucher ID code.
Unfortunately, you can only board the bus with a valid ticket, and its loss or theft does not give rise to any entitlement to replacement or refund. Not other forms of payment receipt or reused vouchers are accepted. Once you have acquired your ticket, you must keep it, as you must be able to show it both when boarding the bus and during routine checks. It is the customer’s responsibility to prove that he or she has been supplied with a ticket and, if this has not happened, to ask for one from our on-board staff when making the purchase.
You can show your ticket through your electronic device. If this is not possible, please note down the booking reference number (several numbers and letters) that bears on your screen. Go to our Information Center, located at Felipe IV str., between Prado Museum and Ritz Hotel, and explain to our staff what happened to you. Just identify by showing an ID or a passport. Once checked your booking you will be given your tickets.
Our online system only accepts AMERICAN EXPRESS, VISA and MASTERCARD credit cards. If you are trying to pay with other card, the system will deny the operation.
If after 20 minutes you have not received your confirmation, please contact us at customers-mad@city-tour.com
If you make a purchase and do not receive any email with the vouchers attached, please, contact us in customers-mad@city-tour.com and we will send them to you.
Yes, please go to our customer service office, located next to Museo del Prado. This information point is to be found at Felipe IV Street. You can also contact us by phone on (+34) 913692732 or email at customers-mad@city-tour.com
2. Covid-19 Protection Protocol
Cleaning and Disinfection:
- Use of highly effective products that kill viruses and bacteria.
- Do not use the seats marked as "not available".
- Use of masks and other protective equipment by our employees and passengers.
- Hand sanitizer freely available for employees and passengers.
- Marked circuit for the circulation of passengers inside the bus.
- Only passengers wearing their own mask, which must be worn for the entire journey on the upper and lower deck of the vehicle, will be allowed on board.
- Infographics and posters with the procedures to be followed to protect employees and passengers on display.
- Information shared directly with passengers through social media and on our website.
Real time bus location on our App
Get the City Tour Worldwide app to find our buses and trains in real time, locate the stops and find out what’s around you.
