Terminales
Preguntas frecuentes
Te ayudamos con algunas respuestas
¿En qué podemos ayudarte?
Encontrá respuestas rápidas sobre tu viaje, horarios, documentación y más. Todo lo que necesitás saber, en un solo lugar.
Nuestros Horarios de atención al cliente
calendar_clock Todos los días de 9 a 19 hs.
call Argentina +54 11 5167 7700
callUruguay +598 2 403 8050
Seguinos en nuestras redes sociales y no te pierdas nada
To board, each passenger must present the required documentation according to current immigration regulations:
Argentine citizens over 18 years old: National ID card (DNI) or PASSPORT, valid and in good condition.
The most recently issued DNI must be presented.
CHANGES TO TRAVEL DOCUMENT REQUIREMENTS FOR ENTRY TO AND EXIT FROM THE ARGENTINE REPUBLIC FOR CITIZENS AND RESIDENTS
Please note that, according to information provided by the National Directorate of Migration of the Argentine Republic, as of January 1, 2015, certain identity documents are no longer accepted as travel documents.
From that date onward, ONLY the following travel documents are accepted:
• New DNI
• Passport
Uruguayan citizens over 18 years old: National ID card or PASSPORT, valid and in good condition.
•MINORS
DEPARTING FROM URUGUAY
• Minors may travel with a passport.
• Minors without a passport must:
a) If traveling with both parents, provide a birth certificate issued within the last year.
b) If traveling with only one parent, provide a travel authorization for minors issued by immigration authorities.
c) If the child only has a mother legally listed, provide a birth certificate issued within the last 30 days.
d) If only one parent is living due to the death of the other parent, provide a birth certificate and death certificate.
Each case may vary, so we recommend confirming this information with the National Directorate of Migration.
DEPARTING FROM ARGENTINA
a) If the minor is traveling with both parents, proof of relationship must be provided through a Family Record Book, Birth Certificate, or valid DNI showing the parents' information.
b) If the minor is traveling with only one parent, proof of parental relationship through any of the documents mentioned above must be provided, along with authorization from the absent parent.
c) If the minor is traveling alone, a certified travel authorization must be presented. This can be obtained through a Public Notary, Civil Registry office, or authorized offices of the National Directorate of Migration.
d) If the child is the son or daughter of underage parents, authorization from the parents and permission from a grandparent will be required. Original or certified legal copies of documents must be presented.
Each case may vary, so we recommend confirming this information with the National Directorate of Migration.
For special situations, please contact the corresponding Immigration offices:
National Directorate of Migration – Argentine Republic
Av. Antártida Argentina 1355 – Autonomous City of Buenos Aires
4317-0234 / 35 / 36 / 37 / 38
National Directorate of Migration – Oriental Republic of Uruguay
Misiones 1513 – Montevideo
Please note that passengers who do not meet immigration requirements will not be authorized to travel.
Passengers may get off the bus at any point along the route, except within the Montevideo Department, where the designated stops are:
• Plaza Cuba – Montevideo
• Tres Cruces Bus Terminal – Montevideo
If you would like to request a special stop, please inform the driver.
Pets (small domestic animals) may travel on our ferry services at no additional charge. During the crossing, pets must remain in the kennels located in the cargo area or be transported in travel carriers provided by their owners that are suitable for transportation. Depending on the type of animal and for onboard passenger safety reasons, owners and pets may be required to travel in designated areas of the vessel intended for pet transport.
If traveling with a vehicle, pets may remain inside the vehicle during the crossing.
Regarding bus services, Uruguayan regulations strictly prohibit pets from traveling inside the passenger cabin. Therefore, pets must be transported with luggage in suitable carriers placed in the bus luggage compartment. Guide dogs are exempt from this rule and may travel with their owners upon presentation of the appropriate certification.
What are the requirements for pets traveling with us?
To travel to Uruguay with your pet, you must present an up-to-date vaccination record and a health certificate issued by the National Service for Agri-Food Health and Quality (SENASA). You can verify the current requirements for bringing domestic animals into Uruguay at the following link:
Domestic Animals – Ministry of Foreign Affairs of Uruguay
To travel to Argentina, pets must comply with the requirements detailed on the website of Uruguay’s Ministry of Livestock, Agriculture and Fisheries.
You can also check the current requirements for bringing domestic animals into Argentina at the following link:
SENASA – Entry Requirements for Dogs and/or Cats
• Any type of merchandise intended for commercial or industrial purposes.
• Goods prohibited for reasons related to public safety, national defense, public health, animal or plant health, protection of artistic, historical, archaeological, paleontological, or scientific heritage, or the conservation of animal or plant species, unless expressly authorized by the relevant authority.
• Explosives, flammable materials, or narcotics.
• Ammunition, firearms, or firearm parts, unless authorized by the National Firearms Registry (RENAR), without prejudice to applicable international transportation security regulations and restrictions.
• Automotive spare parts and other restricted items.
Entry/Exit of Currency and Valuables
• Passengers and crew members entering the country carrying more than USD 10,000 (or the equivalent amount in any currency), whether in cash or through any payment method including traveler’s checks, must declare it using Form No. OM 2087 at the Customs Office.
• Travelers between 16 and 21 years of age may leave Argentina carrying a maximum of USD 2,000, while travelers under 16 years old may carry up to USD 1,000 or the equivalent in other currencies, in cash and/or traveler’s checks.
• Passengers and crew members over 21 years old may take precious metals, foreign banknotes, and coins exceeding USD 10,000 (or the equivalent in other currencies) out of the country only through financial or exchange institutions and with the required authorizations.
• At participating stores, for purchases of locally produced goods exceeding ARS 70 (seventy pesos), foreign customers will receive a Global Refund form together with their “Invoice B” or “Receipt B” for VAT reimbursement.
• Before returning to their country of origin, travelers must present the purchased goods, the refund form, and the invoice or receipt at Customs for verification and stamping.
• At Global Refund offices located at international departure points, the refund form can be exchanged for cash, credited to a credit card, or processed through a bank check sent to the customer’s home address.
• In some countries, cash refunds may also be available upon returning home.
• At our terminals, passengers may visit Customs during boarding, where officers will inspect the items and stamp the refund forms. These forms must then be deposited in the designated mailboxes located at the terminal.
Tourists from Mercosur member countries (Argentina, Brazil, and Paraguay) traveling with a vehicle must present the following documentation:
• Vehicle registration certificate and/or vehicle title.
• Valid driver's license.
• Valid Mercosur Civil Liability Insurance.
• License plates and vehicle registration issued in the country of origin.
• The vehicle's license plate identification number must be engraved on the car windows.
If the driver is not the owner of the vehicle, a notarized power of attorney authorization letter must be presented.
A valid national identity document is sufficient to prove residency in the country where the vehicle is registered.
Tourists from countries outside Mercosur, in addition to the documentation listed above, must also present a valid passport and complete a sworn declaration including the vehicle identification details and a list of accessories belonging to the owner or authorized driver. This declaration authorizes the vehicle to circulate within the country and to leave it.
As each case may vary, we recommend always confirming this information with Customs authorities.
You may send your inquiries by email to atencionalcliente@coloniaexpress.com
To send us your suggestions or submit a complaint, please write to reclamos@coloniaexpress.com
Messages will be answered within a maximum of 72 business hours.
Complaints are not accepted at commercial offices.
Passengers affected by delays caused by adverse weather conditions may reschedule their trip for another departure time or date.
Refunds are not provided for delays or disruptions caused by weather conditions beyond the company's control.
All passengers are entitled to carry baggage up to a maximum of 30 kg free of charge.
In the event of damaged baggage, passengers must send an email to reclamos@coloniaexpress.com and leave the suitcase, together with a copy of the claim, at the nearest branch immediately after disembarking. The baggage must include the passenger’s full name and ticket number.
The damaged baggage must be presented upon arrival to the Colonia Express representative or company staff at the terminal. A Colonia Express representative will record the baggage information, passenger details, and ticket number. This information will be verified when the claim email is received.
We do not provide monetary compensation for damaged baggage. In all cases, the baggage will be sent for repair and can later be collected at the branch nearest to the passenger’s residence.
The baggage tag issued to passengers checking luggage states:
"Lumary SA limits its liability for loss or damage to the baggage covered by this ticket to a total amount of USD 50."
Yes, you can bring your bicycle with you at no additional cost.
Please note that depending on the number of bicycles being transported on that departure, you may be asked to remove the front wheel. If the bicycle is foldable, this will not be necessary.
Yes, the Buenos Aires terminal has its own parking facilities for passenger vehicles. One parking area is located in front of our port at Gualeguay 26, Buenos Aires City (CABA). A new parking facility is also available at Arzobispo Espinosa and Pedro de Mendoza.
-
General Rule (First 24 Hours):
A 100% refund applies to any reservation canceled within the first 24 hours after purchase, except for "Round Trip in One Day" tickets.Tickets and Vehicle Deck Reservations (After the First 24 Hours):
• Super Economy, Outlet, and Special Colonia: Non-refundable.
• Express: Cancellations allowed up to 72 hours before departure, subject to a 30% cancellation fee.
• Classic (Super Flex): Cancellations allowed up to 24 hours before departure, subject to a 30% cancellation fee.Where can cancellations be processed?
The cancellation request must always be made through the same sales channel and in the same currency used for the original purchase (Club Colonia website, Branch Office, Call Center, or Travel Agency).
-
Travel Packages:
Cancellations are allowed up to 72 hours before departure (7 business days if public holidays are involved), subject to a 30% cancellation fee (35% if payment was made in cash).Where can cancellations be processed?
The cancellation request must always be made through the same sales channel and in the same currency used for the original purchase (Club Colonia website, Branch Office, Call Center, or Travel Agency).
-
Day Tours:
No refunds or modifications are allowed after the first 24 hours following the purchase.Where can cancellations be processed?
The cancellation request must always be made through the same sales channel and in the same currency used for the original purchase (Club Colonia website, Branch Office, Call Center, or Travel Agency).
As each case may involve specific circumstances, we recommend contacting the relevant authorities for confirmation:
Argentina: National Directorate of Migration (Av. Antártida Argentina 1355, Buenos Aires City - CABA). Tel: 4317-0234
Uruguay: National Directorate of Migration (Misiones 1513, Montevideo)
Important Note: Failure to comply with immigration requirements will prevent the passenger from boarding, without exception.
Minors: Departing from Uruguay
With Passport:
Minors may travel using only their passport.
Without Passport:
• Traveling with both parents: Birth certificate issued within the last year.
• Traveling with only one parent: Travel authorization for minors issued by Immigration authorities.
• Child of a single mother: Birth certificate issued within the last 30 days.
• One parent deceased: Birth certificate and death certificate.
Minors: Departing from Argentina
Traveling with both parents:
Proof of relationship must be provided through a Family Record Book, Birth Certificate, or valid DNI showing the parents’ information.
Traveling with only one parent:
Proof of parental relationship must be provided together with formal authorization from the absent parent.
Traveling alone:
A certified travel authorization issued by a Public Notary, Civil Registry Office, or Immigration authority is required.
Children of underage parents:
Authorization from both parents and permission from at least one grandparent are required.
To board, passengers must present original, valid, and undamaged documents. Travel with outdated identity documents (green booklets, burgundy booklets, or handwritten/manual documents) is not permitted. Only the New DNI card or a Passport will be accepted.
