Lost, damaged or forgotten luggage on ADO
Go straight to the ADO staff at the terminal with your luggage tag and ticket. ADO searches its terminals for up to 72 hours.
In short
Act
At the terminal, right away
Bring
Luggage tag and ticket
Search time
Up to 72 hours
Compensation
Up to 50 UMA per passenger
Checked bag lost
Go immediately to the ADO sales leader (supervisor) at the terminal with your luggage tag (contraseña) and your ticket. ADO searches its departure, intermediate and arrival terminals and gives you an answer within 72 hours.
If the bag is declared lost, ADO pays up to 50 UMA (Mexico's official reference unit) per passenger, against the luggage tags, without responsibility for the contents. Undeclared items aren't covered. To follow up, contact ADO's customer service HOLA on WhatsApp or at hola.ado.com.mx with a description of the bag, a list of its contents and a photo of the luggage tag.
Checked bag damaged
If your bag was in good condition when you checked it and was damaged during the trip, go immediately to the ADO sales leader at the terminal with your luggage tag and ticket. Damage that was already there at check-in isn't covered.
Forgot something on the bus
Ask the ADO sales leader at the terminal straight away; they help you search for it. ADO isn't responsible for hand luggage or items left on board, so keep valuables, passports and medication with you.
On intermediate (Intermedio) services, luggage isn't checked and travels under your own responsibility.