Travel Terms and Conditions

1.General:

  • Passengers must present a valid original or electronic ID (such as the Saudi National ID or Resident Card) when purchasing tickets and traveling. All collected data will be processed solely for providing services and fulfilling legal requirements.
  • Travel requires a valid ticket that matches the passenger’s personal information.
  • Passengers are responsible for knowing the correct location of their departure station. Directions can be found on the “Stations and Agents” page.

2. Travel Procedures:

  • Passengers must arrive at least one hour before the scheduled departure time to complete the necessary procedures.
  • SAT is not obligated to delay its trips for passengers arriving late and will not bear any responsibility in such cases.
  • Boarding gates close 5 minutes before the scheduled departure time.
  • Passengers must occupy the seat number assigned on their ticket. SAT reserves the right to reassign or change seats if necessary
  • Priority seating is reserved for the elderly, pregnant women, families, and individuals with medical conditions. The company reserves the right to organize seating arrangements to ensure this priority.
  • Check-in counters for baggage close 30 minutes prior to the scheduled departure time.

3. Health and Safety:

  • Smoking, including electronic cigarettes, is strictly prohibited in all station facilities and onboard the bus. Violators will face penalties.
  • All passengers at SAT stations and onboard buses must ensure they are free from any contagious diseases that could pose a risk to the safety of passengers and staff.
  • SAT reserves the right to deny boarding or transportation to any passenger with a medical condition that could threaten the safety of other passengers and staff or cause delays to the trip.
  • In the event of a sudden health deterioration onboard, SAT assumes no responsibility for the sick passenger (or pregnant woman) who did not disclose their medical condition prior to departure.
  • SAT reserves the right to remove the passenger at the next station to seek medical care.
  • Minimize movement within the bus while it is in motion. Follow the safety guidelines displayed onboard.

4. Special Passengers:

SPECIAL NEEDS and cancer patients:

  • Special Needs or cancer patients are eligible for a 50% discount on all SAT economy and VIP trips, subject to terms and conditions.
  • The offer is valid until December 31, 2025
  • Passengers with tickets for individuals with disabilities or cancer patients must present a valid ID or medical report.
  • Passengers whose disabilities require assistance must travel with a companion.
  • Companions traveling with a passenger with special needs must accompany them. SAT reserves the right to deny boarding if the passenger is traveling alone.
  • Companions are eligible for the same special needs or cancer patients discounts when traveling together.

Students:

  • Students are eligible for a 50% discount on all SAT economy and VIP trips, subject to terms and conditions. Students must present valid student IDs At the bus boarding gate.
  • The offer is valid until December 31, 2025
  • The offer is intended for students at accredited schools and universities within the Kingdom of Saudi Arabia, whether citizens or residents
  • Students aged 21 and above can only purchase discounted student tickets at stations or authorized agents upon ID verification.
  • Students without valid student IDs will not be allowed to bus, and refunds will not be issued.

Children :

  • Children under 2 years old receive a free ticket (100% discount, no additional seat) provided they are accompanied by a parent or guardian, with a maximum of two children under 2 per adult.
  • Children aged 2 to 12 years receive a 50% discount on the ticket price, provided they are accompanied by a parent or an adult (13 years or older).
  • Children’s strollers are not allowed on board the bus and must be checked in with the luggage.
  • Children must be supervised by their parents or guardians at all times to ensure their safety.

The Martyrs, Injured, Prisoners, and Missing Persons Fund:

  • The Martyrs, Wounded, Prisoners and Missing Persons Fund discount is offered at a rate of 50% on all SAT Economy and Premium flights, according to the terms and conditions.
  • The offer is valid until December 31, 2025.
  • The Martyrs, Wounded, Prisoners and Missing Persons Fund discount (Shahem Card holders) can be obtained from stations and agent offices only, and is not available online.

5. Conduct and Behavior:

  • Passengers must adhere to the traditional dress code of the Kingdom of Saudi Arabia while on SAT buses.
  • The use of offensive language or inappropriate behavior toward staff is subject to legal accountability.
  • The transportation of animals is strictly prohibited.

6. Complaints and Feedback:

  • All complaints are documented electronically, and the necessary supporting documents must be provided.
  • Complaints must be submitted within 30 days of the incident.
  • Complaints are processed within 14 days of receipt, with customers notified of the actions taken.

7. Rules Specific to Makkah:

  • In accordance with the laws of the Kingdom of Saudi Arabia, non-Muslims are prohibited from entering Makkah.

8. Policy Updates:

  • Customers are required to comply with the instructions published on the website, at stations, or on tickets, as well as adhere to all government regulations.
  • SAT reserves the right to amend these terms and conditions at any time without prior notice. The updated terms will become effective immediately upon being posted on the website, mobile site, or the SAT app. By using the website, mobile site, or SAT app, you agree to the updated terms and conditions.

Ticket Terms and Conditions

  • Passengers must ensure the accuracy of all personal details on the ticket. SAT is not responsible for any errors.
  • Passengers are responsible for keeping a valid ticket throughout their journey. If not, they must purchase a new ticket at the highest available price.
  • All tickets are non-transferable and can only be used by the person named on the ticket.
  • Discounts do not apply to special offers or promotional fares.
  • SAT reserves the right to modify ticket prices, cancel, or reschedule promotional offers without prior notice.
  • All tickets use the Gregorian calendar for dates.
  • All times on SAT tickets are in a 24-hour format.
  • In case an electronic ticket is not received on the passenger’s mobile phone or email, you must contact the SAT Call Center no later than 30 minutes before the journey to provide the relevant electronic ticket number.
  • Refund requests are subject to terms and will be processed using the same payment method (cash/credit card).
  • Refunds are available at SAT stations and agents (depending on the agent).
  • Passengers are entitled to refunds and/or compensation if the departure is delayed by more than two hours.
  • If the service is canceled due to force majeure, SAT will provide a full ticket refund but no additional compensation.

SAT Fare options

  • SAT offers four ticket options: Saver, Value, Flex, and Regular tickets.
  • Each ticket type is designed to meet different travel needs and budgets, depending on the time of booking.

1- Changes and Cancellations:

Changes:

For Value, Flex, and Regular tickets, up to two changes are allowed free of charge. From the third change onwards, a fee of 30 SAR will be applied per change. If the new ticket is more expensive, the customer must pay the fare difference. However, if the new ticket is less expensive, no refund will be issued for the difference. Changes must be made at least 60 minutes before the departure time. Please note that the changes are limited to date and time only, and it is not possible to change the travel direction.

Cancellations:

  • Flex and Regular tickets can be canceled with a refund if the cancellation occurs more than two hours before departure. A 30% administrative fee will be deducted from the refunded amount.
  • Saver and Value tickets are non-refundable. Additionally, making any changes to the ticket date/time avoids the refund eligibility.

2- Refund Processing:

  • Approved refund requests may take up to 14 business days to process.

Luggage policy

1. General:

  • One carry-on bag is allowed (maximum dimensions: 60 cm x 40 cm x 25 cm) with a weight limit of 7 kg.
  • All baggage must be registered and tagged by SAT staff.
  • Only baggage in good condition and securely closed will be accepted.
  • Children under the age of two are not entitled to a seat reservation or baggage allowance.
  • The transportation of meat, weapons, flammable materials, and compressed items is strictly prohibited. Additionally, carrying weapons and sharp objects onboard the bus is strictly forbidden.
  • Lost baggage must be reported within 15 minutes of arrival. According to company policy, SAT is not responsible for the loss of valuable items. In the case of lost registered baggage, SAT’s liability is limited to compensation of SAR 350 per piece, subject to the completion of official procedures and the availability of the baggage tag for the lost item.
  • Passengers are responsible for their personal belongings during the journey.
  • SAT is not liable for the loss or damage of valuable or unregistered baggage.
  • In cases of mistaken baggage exchange, compensation is not provided, and only efforts to locate the baggage will be made.
  • Acceptance of baggage with the identification tag by the tagholder without complaint at the time of delivery constitutes conclusive evidence that the baggage has been delivered in good condition, absolving SAT of any liability.

2. Registered Baggage:

  • Saver Ticket: One piece up to 40 kg.
  • Value Ticket: One piece up to 60 kg.
  • Flex Ticket: One piece up to 80 kg.
  • Regular Ticket: One piece up to 50 kg.
  • An additional fee of SAR 2 will be charged for every extra kilogram (excluding VAT).

Website terms of use and registration in the site of Saptco Alsa Transportation “SAT”

Article 1: Introduction

This portal of Saptco Alsa Transport “SAT” company is available for personal use of customers and companies. the usage and access to this site by a client are subject to the conditions and regulations of the kingdom as well as to the items and conditions of this agreement. the access of the client to the site means his unconditional approval of the terms and conditions of usage whether he was a registered user or not. this approval is valid effective the date of first usage of this site.

Article 2: Nature Of Site

this site is the main site of Saptco Alsa Transportation “SAT” company which provides valued customers basic information about the company and all the services it provides as well as its vision in providing services and displays what is new about it.

Article 3: Intellectual Property Rights

the trade name of the company is (Saptco Alsa Transport “SAT” company) and its trademark is and trademarks registered under its name and the electronic addresses of the company and all site contents in terms of pages, display screens, material, text, images, drawings, designs, forms, files, multimedia, software and tabulation thereof are owned by the company which reserves all intellectual property rights that are related to it including the rights of publication and distribution. it is not allowed to reprint these materials or distribute or amend or use for commercial or promotional purposes. additionally, these materials should not be republished without an explicit and written consent of the company which retains its legal right to take necessary measures against any violation to the above rights.

Article 4: Site Use

The site management follows-up the site to provide customers with information about its service, facilitate customer communication, provide application for available services and suggestions and complaints of interest to the customer. the services and information of this site are available for circulation in the kingdom of Saudi Arabia and subject to the laws and regulations of the kingdom. is interested in.

Article 5: Mechanism Of Registration

First: individuals

Individual customer can register as site members. the client will be asked to record his national ID number, Igama number, passport number or a GCC citizen, e-mail address, password and some important personal data in order to be saved and the customer is not required to re-enter his details when he requests various available services as well as in the issuance of tickets and benefiting from promotional offers codes of which will be sent to customer e-mail.

Second: companies

The registration of companies data helps easy communication and speed of submission of requests for various SAT services. it also facilitates the transmission of promotional offers of companies and ensures the benefiting from special prices during the periods of offers. basic details of companies are requested where an authorized person is named to coordinate with the site of the company in terms of requesting services, inquiries, suggestions and complaints.

Article 6: Information Sent To Company’s Website

Any information or material sent to the company via the internet through this website becomes the property of Saptco Alsa Transport “SAT” company. it is well-known that the internet still lacks comprehensive security, therefore, the responsibility of sending any information via the internet is limited to the client alone who bears the consequences associated with this transmission.

Article 7: Guarantees

The company took all the necessary measures for the placement of information in this website and will update this information abreast. the company does not grant any express or implied warranties with regard to accuracy of the information contained in the site or its compliance with reality or the completeness thereof or the extent of newness or appropriateness of timing of information, services or offers. additionally, there is no warranty in relation to the error-free usage of the site for the intended purpose or if this information is complete or no. the customer should always make sure that the offers, prices and terms and conditions displayed in the site are still valid since the company reserves the right of modifying the same any time without prior notice.

Article 8: Disclaimer

Whatever the case or circumstance might be, the company does not hold responsibility with regard to any of the following. for example and not limited to, negligenc that causes any damages or harm of any kind whether they were direct, accidental, special or consequential, or any expenses or losses that may arise due to customer’s usage of this site or the inability to use it, or the occurrence of some mistakes of omissions, or the late response of the system (due to defects in communication system) or interrupted operation or the occurrence of crashes or the exposure of computers to viruses, or full system failure, or the loss of any profits, or the ill exposure of client’s reputation even if an explicit notice was served indicating the likeliness of occurrence of these matters, or the occurrence of problems due to access to the site, or usage or access other sites through this site. the company does not issue any statements or guarantees in relation to accuracy, function or performance of any program of another party which might be used in connection with the site.

Article 9: Privacy

The company is aware of customer’s need to know how his personal information will be dealt with. it also realizes the size of his concern in relation to privacy, confidentiality and security of the information that the compay may obtain through the internet. the company reassures the customer in this regard that it is committed to maintain this information as highly private and confidential.

this statement features company’s current policy in relation to privacy and confidentiality and that the usage of company’s site by the customer means that he accepts the terms and conditions as well as this statement of privacy and confidentiality.

Article 10: Conditions Of Service Rendering And Prices

The usage of site by the customer and his request for services is associated with his certain knowledge of the costs of these services as well as their fees and all the information pertaining to them whether they were inside or outside company’s site. the available offers and prices are not guaranteed since the company preserves the right to amend the same without prior notice or responsibility. the customer does not have the right to sell or offer any service that has been booked earlier to a third party.

the usage of site by a customer means that he accepts the -bills and dealing with the same pertaining to payment at banks or electronic payment (sadad system) or the filing of complaints. Saptco Alsa Transport “SAT” company rejects any responsibility or financial claims as a result.

customer acknowledges that he has reviewed the provisions of the document of service conditions of Saptco Alsa Transportation “SAT” company.

Article 11: Changes And Updates

The company preserves the right to modify these terms and conditions or fully replace them with other new terms and conditions or replace a page or more in its website without prior notice. the continuous access to the site by the customer or the usage of the same means that he accepts the changes that have been made in the site as mentioned earlier.

the company preserves the right to modify the entire site or part of it or suspend the same temporarily or permanently without prior notice and at any time it deems fit. the customer accepts the fact that the company cannot be held responsible before him or any other parties for any site change, stoppage or suspension.

the modification that takes place in relation to terms and conditions is applicable to all company’s sites and services.

Article 12: Customer’s Security Obligations

The customer should keep his pin in a safe and confidential place at all times and take necessary steps that prevent unauthorized usage of it, like:

  • not writing or recording pin in a way that enables others to know it.
  • not inform anyone including company’s staff about the pin.
  • destroy the incoming notices from the company with regard to pin following the receipt of the same (if any).
  • avoid choosing confidential numbers and passwords which can be guessed quickly like telephone numbers, birth dates .. etc.
  • don’t write pin in any auto-save programs (like any screen that displays the feature (remember password or similar) on internet browser.
  • when the client accesses the site of Saptco Alsa Transport “SAT” company, he should not leave internet service running at any time or allow someone else to use the internet before he logs out. he should make sure prior to logging and closing the browser that he used to connect to the service at the end of the period.
  • the customer should not access the site of Saptco Alsa Transport “SAT” company from any computer that is connected to a local network or from devices available to the public before he makes sure that no person could watch him or copy his details or impersonate his character in order to access the site of Saptco Alsa Transport “SAT” company.
  • the customer must inform the company immediately of any unauthorized access or any unauthorized instructions he might know of or he is doubt for when suspicions arise about someone who could know the pin. in this case, he should change the password immediately. he should also assist the company and the security authorities in the restoration of losses, if any, and the company might pass information about the customer to the police or any other party if such act could stop losses or help the restoration of the same.
  • the customer should not cause any electronic harm to the site or the rendered services or any sites connected to it.
  • the customer should not deal with any hacker to break into the site or cause any harm to it or the data contained therein. the customer undertakes not to transmit any chain letters which could cause big pressure on the site and affect its performance, or cause problems to users and their data.

Article 13: Customer Requests

1. Consequences of client requests

The customer authorizes the company to act in accordance with the requests that seem correct and complying with principles even if they contradict with any other requests that have been made at any time in respect of the required services. he also accepts the calculation of charges against this service.

2. Implementation of instructions

The requests of services conveyed through the site by the entry of customer’s password shall be implemented.

3. The failure of the other party

The company is not responsible for any failure of any party in the implementation of instructions or any delay or mistakes which could have been made by that party at the time of implementation of instructions regardless of reasons.

4. Completeness and accuracy of instructions

The customer should make sure that the required data is accurate and complete. any incomplete data shall not be accepted while the customer should bear the consequences of the mistakes that result from the incomplete data.

Article 14: General Provisions

1. Jurisdiction and applicable law:

This document is subject to the system of electronic transactions, the system of computer- related crimes control and communication system and construed in accordance with these systems. the customer and the company hereby agree to refer any dispute or disagreement that may arise from the terms and conditions to the competent judicial authority.

2. The reference in case of disagreement of two parties records

In case of disagreement of data submitted by both parties, the reference that would settle the dispute will be the data contained in the records of the company.