TerraSur Service Client Voucher |

We always aim to provide better service for our customers. To this end, TerraSur has amended (as of January 1, 2007) its business policy to include “TerraSur Vouchers” covering delays in long-distance passenger services.
Punctuality guarantee vouchers that apply to long-distance services may be redeemed following a 30 minute delay, according to the following table:

Service	Route	Delay	Entitled to
Chillán TerraSur	Alameda - Chillán / Chillán - Alameda	Over 30 min.	Voucher

TerraSur Service Vouchers cover train service delays between Alameda and Chillán (or Chillán-Alameda) of over 30 minutes and attributable to the company. The voucher does not cover delays at midpoint stations, nor are subject to refunds

Terms & Conditions

• Vouchers cover full journeys, that is, from Alameda to Chillán or Chillán to Alameda.
• The voucher will be issued under the same passenger name, route and general conditions within 30 days from the date of the event that occasioned the issuing of said voucher.
• There is no subsequent warranty coverage.
• Vouchers are non-refundable and non-exchangeable.
• In addition to the voucher, passengers will be entitled to a refund covering the difference between the price originally paid and the Coach class ticket price (excluding discounts) in the event that passengers holding business class tickets are forced to continue their travel, partly or wholly, on bus.
• Punctuality guarantee vouchers are not applicable in case of railway accidents or problems resulting from fortuitous events or force majeure (accidents, incidents, power failures due to inadequate Central Interconnected System services, etc.)

Procedure

• For the voucher to be valid, it must be presented to the train conductor who will stamp ”TerraSur Voucher” on the ticket.
• Customers must present their stamped ticket (within 30 days from delay date) at a TerraSur ticket office to collect a new ticket (subject to availability).

Inquiries and Complaints

Client queries and concerns will be addressed at our Client Service office located at Alameda 3170, platform 6, first floor, Estación Central or else call our Call Center at 600 585 5000. Call Center client service hours: Monday through Saturday from 7:30am to 9:30pm. You may also write us to the following address: contacto@terra-sur.cl
TerraSur ticket offices do not handle complaints.
All unresolved client situations, that is, situations that could not be resolved by issuing a free ticket voucher, will be referred to our Client Service Department.

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