Frequently Asked Questions


If you did not find the answer to your question, write to us here contact.

 

Tickets

Can my ticket be reimbursed? Can I change the date?

Your ticket can only be reimbursed in certain cases, which are caused by the company (a service is cancelled, delayed, and others). But yes, all date changes are possible!

What kind of changes can I make?

You can change the name, date of travel, destination, departure city, and seat number (subject to availability in cases of upgrades).

Until when can I make changes?

Up to 4 hours before the bus leaves.

How much does it cost to make changes?

For any changes or if a ticket is lost, there will be a S./5 administration fee. For changes or upgrades, the difference of the ticket prices will be charged.

Where can I request ticket changes and get the new ticket?

If the ticket is already printed: you will need to go to the neared bus terminal, request your changes, and receive your new ticket. Only CIVA terminals are authorized to make changes.

If the ticket is not printed: You will have to communicate with the sales department (call center, travel agents, website…) to request the changes and get more information about the conditions.

Can the company give any types of discounts?

This is only valid during low season or to resolve any other issues. Please contact and coordinate with the supervisor.

At what age do children pay to travel?

Starting at the age of 5, children must have an assigned seat and have their own identification document with them (DNI, passport, resident card). If they travel alone, or with other family members, they must present a notarized permission signed by the parents or legal guardian.

Can senior citizens travel alone?

Yes, only if they can take care of themselves. If they have any physical difficulty, it is recommended that they travel with assistance (family member or caregiver). A close family member will need to sign a document issued by CIVA, which states that the company is not responsible for anything that happens during the trip.

What is the recommended time frame for pregnant women to travel by bus?

There is no limited time frame that restricts travel for pregnant women established by Peru’s Ministry of Transportation and Communication. However, traveling during the 8th and 9th months of pregnancy is not recommended for the safety of the mother and baby.

Do Armed Forces personnel need to declare their firearms?

Yes. When Armed Forces staff purchase a ticket,  a travel representative will inform them that they must hand in their firearm before boarding the bus. The firearm will be placed in a safe compartment in the bus’s luggage compartment and they will need to sign a firearm document. Upon arrival, the supervisor at the destination will give the firearm back.

Should anyone else have a firearm, they must present a copy of their firearm license and custody. The procedure for safekeeping the firearm is the same as explained above.

Can I travel with my pet?

The free transport for pets is only valid in Excluciva and applies to cats and dogs that weigh less than 13kilos (or 28.6 lbs). For other bus services (Superciva and Econociva), the cost is calculated according to the pet’s weight and size (metric volume). This service is subject to restrictions.

Can I travel with my surfboard?

In Excluciva, one surfboard per person is free of charge (it does not qualify as excess luggage). If you travel with more than one surfboard, the cost is S./10 for a small board, and S./20 for a big board. Considering that this service is free, the passenger accepts that the company is not responsible for any damages.

What happens if you transport prohibited and perishable aliments?

The staff at the packaging reception will verify if the contents are perishable. It will be marked on your bill and the company is not held responsible should it arrive to its destination in a bad condition.

Passengers are advised that, according to SENASA, it is prohibited to bring fruit to the regulated areas of OLMOS (LAMBAYEQUE), CAÑETE (LIMA), ICA, AREQUIPA, MOQUEGUA Y TACNA either in luggage or packages.

In case the staff does not comply with these regulations, and if there was harm done against the company, the employees will be sanctioned.

Is it possible to make cancellations and get refunds through online purchasing?

Only in extreme cases and with previous investigation.

How many agencies does CIVA have?

We have a total of 63 agencies across the country.

Is it possible to hire a bus?

Of course. We offer different kinds of transport options in all our services. For more information, please contact Diana Aguilar Cel. 994358170   Email. alianzasestrategicas@turismociva.com

 

Luggage

How many kilos/pounds can I bring?

Every passenger is allowed 20 kilos (or 44lbs). Any excess weight will be charged immediately and each kilo will cost S./1 or S./1.20, depending on the destination.

What type of bag is considered a carry on and what should I bring in it?

It is recommended that you bring any valuables, documents, money, jewelry, and fragile objects in your carry-on luggage. During the trip, Civa is not responsible for any lost objects. The carry-on can be a small suitcase, a duffle bag, a purse, or a laptop bag. If you are traveling with a baby, you will be allowed to bring a diaper bag with food, beverages, and other necessary articles.

The approximate sizes for the carry-on are: 56cm x 45cm x 25cm (22x18x10 inches).

It should be light enough to store in the overhead compartments or under the seats.

What else can I bring as a carry-on?

You can bring a cane or crutches without any additional cost. Their size, volume and weight must not be a nuisance for others, nor should they block emergency exist, doors, or the main passage. They should not affect others’ security during the trip.

Which objects are restricted onboard?

Objects like knives, razors, xacto and pocket knives, ice picks, scissors and any other sharp or similar objects are prohibited in your carry-on because they are considered dangerous.

Additionally, all prohibited objects according to D.S. 017-2009-MTC.

Can I bring fruit in my checked luggage or package?

According to SENASA, it is prohibited to transport fruits because they carry flies.

Which areas are regulated?

Olmos (Lambayeque), Cañete (Lima), Ica, Arequipa, Moquegua and Tacna.

Which food does SENASA prohibit to be transported?

pepper, paprika, blueberry, araza, cocoa, coffee, caigua, caimito, pumpkin, caqui, carambola, cherry, chalarina/zapote blanco, chañal, chirimoya, plum, cocona, corrocoto, apricot, dates, peach, almonds, strawberry, pomegranate, guanábana, guava, fig, lima, lime, (sweet, cravo, rugoso, tahiti), lychee, lúcuma, mamey, mamey zapote, mandarine, mango, apple, passion fruit, quince, blackberry, oranges (chinese, sweet, sour), níspero del Japón, nuts, olives, pacae, avocado (except hass), papaya, pecans, sweet cucumber, pear, pepper, pomarrosa, grapefruit, rocoto pepper, rose, tangelo, tomato, tumbo serrano, cactus fruit, vichayo, yucca (fruit), squash y zapote.

What fruits can I bring with me?

The fruits allowed are: bananas, kiwi, lime, pineapple, coconut, granadilla, cantaloupe, watermelon, tumbo costeño, and noni.

 

Packages

What information does my package need to have?

The package must have all of the receiver’s information and the destination. Make sure your package is well wrapped. If it is not, our staff will advise you and indicate it on your ticket. Each customer is responsible for the condition of the package upon arrival.

Is it important to declare what I am sending?

Yes, it is very important you detail the package’s contents in order to give it the necessary attention. If the customer does not declare the contents, and if the package contains prohibited or valuable objects, the company is not held responsible. If third parties or the company are at stake, adequate legal measures will be undertaken.

What happens if my package does not arrive?

After investigation, if the package was lost because of the company, there will be conciliatory. If the customer accepts, there will be an extrajudicial statement. Please note that the indemnisation amounts are according to those regulated by the law.

If, and only if, the item was previously declared and the insurance was paid for beforehand (if damaged or lost). If there is physical damage, the company will only take responsibility if it was due to transport or inadequate handling. If it is due to deterioration or damage not caused by the company (not well wrapped, customs staff), Civa will not be held responsible. If the damage was done through the cargo service,  the market value will be given. For used products, reimbursement is for 50% of its market value.

If, and only if, the item was previously declared and the insurance was paid for beforehand (if damaged or lost). If there is physical damage, the company will only take responsibility if it was due to transport or inadequate handling. If it is due to deterioration or damage not caused by the company (not well wrapped, customs staff), Civa will not be held responsible. If the damage was done through the cargo service,  the market value will be given. For used products, reimbursement is for 50% of its market value.

How do I send a manila envelope?

The manila envelope must be completely sealed with tape, not with staples. The customer must declare what is inside the envelope. Any envelope containing money will be rejected: money must be sent through bank transfers.  The company is not responsible for any valuable objects, especially those that were not declared nor verified by the company.

Buy your tickets online