Missed your ADO bus? Here is what to do
If you arrive up to 60 minutes after your bus has left, ADO gives you 50% off the next available bus to the same destination at the ticket office.
The rule in short
Late by up to
60 minutes
Discount
50% off the next bus
Where
ADO ticket office
Bring
Ticket and official ID
The "Pasajero Quedado" discount
ADO calls it the Pasajero Quedado ("passenger left behind") discount. If you missed your bus and arrive at the terminal up to 60 minutes after the scheduled departure, you can buy a ticket on the next available bus to the same destination at 50% off the regular fare, on the next free seat.
Go to the ADO ticket office with your original ticket (the e-ticket on your phone) and a valid official ID. The discount can't be combined with other discounts.
Avoid missing it: change your ticket in time
If you know you'll be late, change the date or time at any ADO ticket office up to 30 minutes before departure, or cancel up to 60 minutes before (refund as Saldo Max credit). Once the bus has left, the ticket itself can't be changed or refunded; the Pasajero Quedado discount is then your option.
Arriving on a delayed flight?
ADO airport tickets have their own rule: after a delayed flight, they are valid on the next bus on the same route the same day, if there are free seats. See missed your bus after a late flight.
For anything else about a ticket you already bought, contact ADO's customer service HOLA on WhatsApp or at hola.ado.com.mx.