Where can I buy tickets?

The only authorised channel for the official Naviluz service provided by EMT is via the website naviluz.emtmadrid.es.

You will receive the tickets in your email. Please, check you inbox and check the spam folder as well.

 

Can I only buy online?

Yes. To avoid long queues and unnecessary waiting times, tickets can only be purchased via the web site naviluz.emtmadrid.es.

 

How many tickets can I buy?

Due to organizational reasons, you cannot buy more than 10 paying tickets and 3 free tickets per order. You must pay for at least one ticket to get free tickets.

 

How much do tickets cost?

The standard ticket price is €4.

There is a reduced ticket price of €2 for the over 65s, disabled persons (over 33% disability) and persons of impaired mobility unable to reach the upper deck.

Children aged 7 and under go free. If a child will be taking up a seat, it is essential to book them a ticket. Children aged 7 and under who will be sitting in a seat and do not have a ticket will not be allowed on the bus. No standing is allowed.

 

How can I pay for my tickets?

You can pay by credit or debit card (Visa, MasterCard, American Express and DinersClub).

 

I already have my tickets. Can I go on whatever day I like?

No, the tickets are for specific dates and times. Tickets are not valid for dates and sessions different from those indicated on the ticket.

The time is only a guideline, and is subject to traffic conditions or delays with causes external to EMT.

Failure to present a ticket at the time shown on it will entail the loss of the right to travel.

 

Do I have to print my tickets?

If you are carrying your ticket on a mobile phone, make sure it is clearly visible and that you have enough battery power for it to be read. We advise you to also bring along the printed ticket.

Tickets will only be valid the first time they are shown. Under no circumstances will different people be allowed onto the bus by showing the same ticket.

To avoid delays in verifying your entry, we recommend adjusting the brightness of your mobile device's screen to the maximum.

 

There are no tickets available for any day or any session, what can I do?

We are sorry. The availability of seats is limited. Once the available tickets are sold out, no more tickets will be sold.

 

Can I cancel or change my tickets?

We're sorry but the characteristics of this service mean that no changes or refunds are admitted. Failure to use the ticket does not entitle the holder to any reimbursement

Failure to present a ticket at the time shown on it will entail the loss of the right to travel.

 

When and where do I get the Naviluz bus?

The only stop to get on and off will be at Plaza de Colón (By Calle Serrano).

Optional stop (only to get off) at C/ Gran Vía, 49 (EMT Stop 169).

Passengers are advised to be there 15 minutes early and to have their tickets ready (either printed or on your mobile device).

 

With my ticket, do I have a guaranteed seat on the upper deck of the bus?

Yes, your ticket guarantees one seat on the upper deck of the bus.

 

How long does the tour take?

The estimated duration of the tour ranges from 40 to 50 minutes, depending on traffic.

 

At what time is the last tour?

The last tour for sale will be between 22:00 and 22:15 hours, and the last departure from Plaza Colón will be at 22:15 hours.

 

What can I do with my baby’s pushchair?

You can leave pushchairs folded on the central platform of the lower deck of the bus.

 

Is this service accessible?

Naviluz service buses are low-floor and have an access ramp for people in wheelchairs. The upper deck of the vehicle, however, is not accessible to people in wheelchairs. From the lower deck there is only a partial view of the Christmas lighting.

 

What happens if the service gets cancelled?

If the service were to be suspended due to the weather or for reasons for which EMT were responsible, the cost of the tickets will be refunded.

EMT will not be held responsible for the proper operability of the Christmas lighting.

I need an invoice for my Naviluz tickets purchase

You will receive a simplified invoice with your Naviluz ticket order. If you need an official invoice, send us an application (to the following email address: atencioncliente@emtmadrid.es) enclosing the simplified invoice and we will send you the official invoice as soon as possible.

 

Who can I contact if I have any queries?

Call (+34) 914068810 every day from 7 a.m. to 9 p.m.

Email: atencioncliente@emtmadrid.es