FAQs- Frequently Asked Questions

In most cases*, Terravision tickets are also valid for rides before and after the booked one, always according to seats’ availability.
Important: for transfers to the airport, Terravision always recommends booking a bus that allows you to be at the airport at least 4 hours in advance of your scheduled departure time.

*ATTENTION! Information provided may vary by service.

You can find below the list of our services that can be purchased at the stop and the related selling points:

1. Rome Ciampino/Rome Fiumicino – Rome Termini station acquistabile presso i seguenti punti vendita:
– Ciampino airport: Box Terravision, Arrivals Area exit (Bus Stop n°1)
– Fiumicino airport: Box Terravision, Arrivals Area exit, Terminal 3 (Bus Stop n°14)
– Rome Termini station: Via G.Giolitti 32-34-36-38

2. Milan Malpensa/Bergamo airport – Milan Central station available for purchase at the following selling points:

– Malpensa airport: Malpensa T1 (Arrival Area, Exits 3/4) or Malpensa T2 (Arrival Area, Bus Stop n°1-2-3-9)
– Bergamo airport: Arrival Area exit (Bus Stop n°1-2-3-4)
– Milan Central station: Staz. Piazza Luigi di Savoia (to Bergamo), Via G. B. Sammartini (to Malpensa)

For information regarding other services, please contact our customer service department.

ATTENTION! Tickets for door-to-door services cannot be purchased at the bus stop.

Online Tickets: The time limit by which tickets can be booked varies depending on the service. Tickets for services to Rome (FCO, CIA) and Milan (MXP, BGY) can be purchased on the Terravision website up to 20 minutes before bus departure, others (especially door-to-door) take up to 48 hours.

ATTENTION! Make sure the date of travel is correct before purchasing! The system may automatically show you the first available ride of the next day.

Offline Tickets: Tickets for services to Rome (FCO, CIA) and Milan (MXP, BGY) can be purchased from the staff at any time of the day. In this case, these are open tickets, valid for 3 months from the time of purchase.

Ticket prices and cost per age group vary by service.
Fare information can be found in the “Prices and Stops” section on the individual service pages.

The addresses of our stops (along with maps where you can see the exact location of the stops) can be found both on the service pages (under “Prices and Stops”) and/or on the tickets.

To check all available schedules for the service you are interested in, we suggest using the reservation system on the Terravision website. After entering the desired route and travel date, the system will automatically show you all available rides.

If you are registered: Following your booking, you will receive your Terravision ticket via email confirmation; to download it in PDF format, you will need to log in directly to your Terravision account. If you are unable to download/print your ticket, please contact us on our Facebook page or send us an email at customerservices@terravision.eu.
If you are a guest: In the confirmation email, in the “How to access your ticket” section, you can click on “Open order confirmation and tickets” or on the following link https://book.terravision.eu/login.
Alternatively, use “Find your order” in the header (on a mobile device, open the menu on the left; on a desktop, click on the magnifying glass icon) and search using your order ID and email address.

You can make your purchase on the Terravision website in a few simple steps. You can pay by Visa or Mastercard, or by PostePay and Revolut.

If during the purchase process you are unable to complete your reservation, we suggest that you use another browser, different from the one you are currently using, clear your history and try to make a new reservation.

For other issues contact our customer service department by emailing customerservices@terravision.eu or send us a private message on our Facebook page.

After making the purchase, you will receive the confirmation email with all the details of the reservation.
If you did not receive the confirmation email, we suggest you check your junk (spam) mail box and check your bank account to see if the reservation amount was deducted.
If you did not receive the confirmation email and if the amount was not charged, it means that the reservation was not successful.

IMPORTANT! The confirmation email is not a valid ticket. You will need to download the ticket from the link that appears on the confirmation email and/or directly from your Terravision account.

Check your junk (spam) mail box. If you don’t find the confirmation email there either log directly into your Terravision account and download the ticket in pdf format.

If you are registered: If following your reservation you are unable to download your Terravision ticket through the confirmation email, we suggest you log directly into your Terravision account on our website and download your ticket in PDF format from there. If even in this way you are unable to download/print your Terravision ticket, please contact us on our Facebook page or by sending an email to customerservices@terravision.eu.

If you are a guest: In the confirmation email, in the “How to access your ticket” section, you can click on “Open order confirmation and tickets” or on the following link https://book.terravision.eu/login.
Alternatively, use “Find your order” in the header (on a mobile device, open the menu on the left; on a desktop, click on the magnifying glass icon) and search using your order ID and email address.

It depends on the service! In most cases it is sufficient to show the ticket on an electronic device. However, for some services you may be required to print the ticket. Below is a list of services that REQUIRE ticket printing:

– Treviso
– Luton
– Barcelona/Girona/Reus (Costa Brava – Costa Dorada)
– Alicante (La Cala de Finestrat – Calpe – Benidorm)
– Malaga
– Jerez

In order to take advantage of priority during boarding procedures we suggest arriving at the bus stop at least 15 minutes in advance of the scheduled bus departure time, otherwise your seat on the reserved ride may not be guaranteed.

IMPORTANT! For the Reykjavik service, pickup takes place 30 minutes before the booked time.

It depends on the service!
In most cases you can also use your ticket for rides before and after the one you have booked (on the same date as the one on your ticket), again depending on the availability of the service and free seats. Check the validity directly on your ticket or contact us on our Facebook page or at our e-mail address customerservices@terravision.eu.

Terravision does not charge extra for luggage or place a limit on the number of pieces of luggage as long as there is space available in the luggage compartment. Hand luggage is allowed on board only if it is of a size compatible with the compartments dedicated to it and if it does not pose a danger during the trip.
For more information we invite you to consult our Terms and Conditions.

ATTENTION! Information provided may vary depending on the service.
For more information, contact us on our Facebook page or by sending an email to customerservices@terravision.eu.

Hand Luggage: Each traveler with a valid ticket may carry on board one small piece of hand luggage whose maximum size is 45 x 36 x 20 cm (including handles).
Included in the above dimensions are items such as a handbag, backpack, and laptop case. The luggage must not have wheels.
The same must be placed in the spaces provided above the seat.

Checked-in luggage: Luggage of greater weight and size from those indicated above (sect. “Hand Luggage”) should be compulsorily placed at the luggage rack located at the bottom and outside of the bus.

ATTENTION! Information provided may vary depending on the service.
For more information, contact us on our Facebook page or by sending an email to customerservices@terravision.eu.

Special luggage such as strollers, wheelchairs or bicycles can be carried on Terravision buses only if they are foldable. As for larger items, such as surfboards, transportation depends on the space available in the luggage compartment.

ATTENTION! Information provided may vary depending on the service.
For more information, contact us on our Facebook page or by emailing customerservices@terravision.eu.

Yes, small and medium-sized pets are allowed as long as they are in the appropriate pet carrier.
Regarding the services operated by our partners, we suggest consulting the individual operators’ Terms and Conditions of Travel or contacting our customer service department by sending an e-mail to customerservices@terravision.eu or a private message on our Facebook page.

IMPORTANT! By holding the pet carrier on your own legs, you will be able to take your four-legged friend with you free of charge. However, if you need to keep the carrier next to you, occupying another seat, you will need to purchase an extra ticket.

Most buses have wheelchair accessible platforms.
We ask that you make your reservation online and contact our customer service department by sending an e-mail or posting a message on our Facebook page at least 7 days before departure.
Regarding services operated by our partners, we suggest that you consult the individual operators’ Terms and Conditions of Travel or contact our customer service department by sending an e-mail to customerservices@terravision.eu or a private message on our Facebook page.

Since this is a shared service with other passengers connecting the airport to the city, the buses, except in cases of force majeure, must follow the established timetable, so it is not possible to wait for late arriving passengers.
Please note, however, that many of the services also allow the same ticket to be used for rides before and after the one booked (more information under the question “Is the ticket valid only for the booked ride?”).

It is not possible to cancel a reservation. However, Terravision does offer the option to change the date and time of travel and reverse the route, prior to the booked departure date. To change your ticket you must log into your Terravision account and follow the steps below:

Step 1 – Login in “My Terravision”
Please enter your name and password
Login
your personal area will open

Step 2 – View Orders
Click on “View Orders” to view your tickets
Click “View” on the ticket you wish to edit

Step 3 – Check your ticket
The card will open and have three options:
– Print it
– Change Date and Time
– Reverse the route
Select Edit

Step 4 – Modify your ticket
Select the new date and time of your trip
Reverse the route as you prefer
Save the change

Regarding services operated by our partners, we recommend that you consult the individual operators’ Terms of Travel or contact our customer service department by sending an e-mail to customerservices@terravision.eu or a private message on our Facebook page.

Our reservation system allows you to change the date/time of the ticket and reverse the route, but not to change the departure/arrival destination. In this case, please contact our Customer Service Department (customerservices@terravision.eu), we will do our best to help you!

ATTENTION! The information provided may vary depending on the service.

Terravision tickets are issued with the name of the owner of the Terravision account used for the purchase. The name on the ticket is not binding and does not have to match the name of the registered user printed on the voucher.

IMPORTANT! This information does not apply to door-to-door services. In that case, contact Customer Service well in advance by sending an email to customerservices@terravision.eu and providing the passenger’s name.

If you would like to share your experience with us or need to speak with someone on staff, we suggest you contact our Customer Service Department by sending an email to customerservices@terravision.eu or by sending a private message on the chat on the Terravision Transfers Facebook page.
Our Customer Service Department will respond to your inquiries Monday through Friday from 9:30 am to 5:30 pm.

Terravision Customer Service can issue receipts or invoices for your order. Please send an email to customerservices@terravision.eu providing the following details:

– E-mail address:
– Company name:
– Address:
– ZIP code, city:
– C.F./ P.IVA:
– Ticket Code:
– Date of purchase:

IMPORTANTE! You must also send a copy of the ticket in question.

Loss of baggage must be reported to customer service (customerservices@terravision.eu) no later than 72 hours after the conclusion of the trip. For more information, we invite you to consult our Terms and Conditions.

Data security is our priority. We have implemented all the necessary security measures and conduct regular “penetration tests” in both the internship and production environments. During the transmission phase, payment data is encrypted and then processed by our secure and trusted payment provider, Stripe. For more information you can refer to the security and privacy policy documentation available in the dedicated section. In addition, we provide our RFC 2350 and Security.txt files to the dedicated teams that manage cybersecurity.

Both documents are available in the section “Personal Data Processing Notice”.

Our data protection officer can be contacted at email: dpo@terravision.eu

If you wish to delete all of your personal data stored in our database access your restricted area via the link: and follow the procedure indicated.
Terravision London Finance Limited’s data protection officer can be contacted at:
• Terravision London Finance Limited
Terravision London Finance Ltd.
260-270 Butterfield, Great Marlings, Luton LU2 8DL
• E-mail: dpo@terravision.eu

Data Protection Representatives
Priviness ltd.
Kooli 5-45, Pärnu 80019 Estonia
Email: info@priviness.eu