City Tour FAQ's

  • General information

    What is the service’s timetable?

    The first trains of Alcalá de Henares City Tour start at 10:00 from Thursday to Sunday from the Plaza de Cervantes stop. The last lap starts at 19:47 in high season and at 17:47 in low season.

    How long does each route take?

    The route lasts approximately one hour.

    How frequent is the train service?

    The Alcalá de Henares City Tour offer the service once an hour.

    Where can I take the trains?

    You can get on the train at any of our stops. If you don’t have a ticket, you can buy one on board.

    Where do the routes begin?

    The main stop is Plaza de Cervantes. However, you can board the train at any of the stops.

    Can I go and come back on the same train?

    The Alcalá de Henares City Tour routes are circular, meaning you can return to the train stop where you caught the train or to any other stop at any time.

    How can I find the information about the service disruptions?

    Any service disruptions will be reported on our website. We recommend visiting our website on the day you wish to use the service to get the latest information.

  • Our fleet of vehicles

    What are the trains like?

    Our train is red. All of our trains should be entered by the front door and left by the rear door, except for wheelchairs which should enter via the rear door. There is a space a wheelchair, please ask for information about the height restrictions.

    Do the trains feature an audio guide?

    Yes, all our train has an automatic audio guide in 4 languages: Spanish, English, French and German. You will be given a free headset when you buy your ticket and all you have to do is choose the right channel to listen to.

    Is there room for wheelchairs?

    The Alcalá de Henares City Tour train has space for one wheelchair. Each train has the capacity to carry a maximum of one wheelchair (ask for information about the height restrictions).

  • Tickets and points of sale

    Where can I buy tickets?

    You can buy tickets on board any of our vehicles as well as at various official points of sale, and on our website. When you buy your ticket online, all you have to do is go to one of our stops and show the voucher that you will receive via email, either on your phone or printed out.

    Is the ticket valid for one day or for 24 hours?

    The Alcalá de Henares City Tour ticket is valid for one day. 

    Are there discounts for groups?

    We have special prices for large groups. For further details, contact us by email or telephone (details in our contact section).

    Are your trains available for private hire?

    Yes, we have special rates for private hire and we can also personalise the service offered. For further details, contact us by email or telephone (details in our contact section).

    From what age do children have to pay?

    Children up to and including the age of four ride free of charge. Between the ages of 5 and 8 they pay for a child’s ticket, and from the age of 9 they are considered adults.

    How much do the tickets cost?

    You can see our latest prices on our website.

    Should I print out the ticket(s) I bought online?

    No, you do not. You can show the voucher either printed out or on your mobile phone when you first board the train, when it will be exchanged for a ticket and you will also be given all the relevant material.

  • Rules and services

    Can I bring luggage on board?

    Our train has 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.

    Can I bring a baby buggy on board?

    Yes,  folded if possible. It will be placed in the area set aside for wheelchairs, so disabled people shall have preference, meaning that you must remove the buggy if required.

    Do I have to bring my own headphones?

    There’s no need. When we hand over your ticket, you will also receive a set of headphones to listen to our automatic audio guide service. However, if you wish, you can bring your own headphones to connect to the bus’s system via its 3.5 mm mini-jack connector.

    Are there any specific safety rules for on-board travel?

    Given that the Alcalá de Henares City Tour is a service offered aboard moving trains, it is extremely important that you carefully follow all the safety rules indicated by our on-board staff and by the audio guide system. While travelling, you must not stand, eat, drink, smoke, have open umbrellas on the top deck or throw or extend any object out of the bus.

    Are animals allowed on board?

    With the exception of guide dogs, no animals or pets of any kind are permitted on board Alcalá de Henares City Tour trains.

    Do I enjoy priority boarding on the train if I’ve already purchased my ticket?

    No. Everyone must wait in line to board at each of the stops, whether or not they already have a ticket.

    Can I smoke on the train?

    No. Smoking is strictly prohibited aboard our buses.

  • Problem solving

    I’ve lost my ticket. What can I do?

    Unfortunately, you can only board the train 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 train 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.

    Do you have a lost property office?

    You can email us at customers-adh@city-tour.com.

    Where can I send a complaint about the service?

    If you are unsatisfied with our service, you can contact us via email at customers-adh@city-tour.com. Please provide all possible information to us so we can study your case and respond as soon as possible.

    I have made a purchase on the webpage/app but I am not sure if it has been processed correctly. How can I know it?

    If the transaction has been processed correctly, you will receive a confirmation via email. Anyway, if you have coverage problems, do not make the purchase more than once until you receive the confirmation.

    I have made a purchase on the webpage/app but I have not received the voucher. What do I have to do?

    If you make a purchase and do not receive any email with the vouchers attached, please, contact us in customers-adh@city-tour.com and we will send them to you.