The government of the Spanish region Cantabria recommends that travellers watch out for hidden fees when buying Bus tickets online. The advice follows proceedings by Spain’s consumer affairs ministry against a bus company which, according to the authorities, may have displayed the full fare only at a late stage of the booking process.
Consumers are entitled to know the full final price, including all mandatory costs, from the outset, the Directorate-General for Trade and Consumer Affairs said on 15 November. It advises carefully checking each booking step and comparing the amount initially displayed with the final price before paying.
The ministry outlined the proceedings against the unnamed company in a statement on 7 November. It suspects that Service fees were added only at a late stage of the online purchase. The authority is also examining whether the company wrongly withheld these fees from refunds for cancelled journeys. The opening of proceedings does not prejudge their outcome.
According to regional government adding mandatory costs gradually makes it harder to compare different offers. Customers may already have made their decision based on a lower price and spent time on the booking before the additional costs become visible.
Cantabria’s consumer protection officials also recommend looking out for service fees not mentioned earlier and pre-selected extras. Terms for cancellation and refunds that are difficult to find or understand should also be checked before buying. Whether a refund is due depends on the applicable rules in each case.
For any possible complaint, the authority recommends keeping receipts and confirmation emails. Screenshots of the individual booking steps can also document the price shown initially and the amount charged later.
If consumers spot a discrepancy or do not receive a refund they are entitled to, the regional government recommends first contacting the company and having the relevant documents ready. If the response is unsatisfactory, consumers can lodge a complaint with the relevant Consumer protection bodies .
Cantabria’s regional minister responsible for the issue Eduardo Arasti said transparent prices were essential to comparing offers and making informed decisions. The regional government’s statement does not say where the company under investigation is based.
Editor: Mira Cadena (Article created with AI assistance).