Frequently Asked Questions

All Madrid City Tour buses feature an access ramp and room for wheelchairs. Each bus has a maximum capacity of 1 wheelchair.

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.

There is no need to print your voucher. You can show your tickets online through your phone or tablet. Once you get on the bus, we will give you a new physical ticket that you will have to keep, as it will be your new physical voucher and the only valid ticket to re-board the bus.

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

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.

Yes, small animals in carriers/kennels are allowed on board.

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, a single ticket is valid for all Madrid City Tour routes

The Madrid City Tour ticket is activated at the time of your first trip and is valid for the following 24 or 48 hours.<p> For example, if you activate your 24 hour ticket on Monday at 11am, this ticket will be valid until Tuesday at 10:59am.<p> If you want to know the operating hours of the Madrid City Tour Hop on Hop off tourist bus, you can visit this link: <a href="https://madrid.city-tour.com/en/map-schedule" target="_blank" rel="noopener">https://madrid.city-tour.com/en/map-schedule</a>

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.