TERMS AND CONDITIONS

CHEPE EXPRESS: FIRST, EXECUTIVE AND TOURIST CLASSES

The passenger accepts the following terms and conditions of the service at the time of purchase:

1.- RESERVATIONS AND TICKET SALES BY MAIL OR AT TICKET WINDOWS

The ticket windows at the stations in Chihuahua, Chihuahua and Los Mochis, Sinaloa are open Monday to Friday 5:00 a.m. to 5:50 a.m. and 9:00 a.m. to 5:00 p.m., Saturday 5:00 a.m. to 5:50 a.m. and 9:00 a.m. to 11:00 a.m., and Sunday 5:00 a.m. to 5:50 a.m. and 9:00 a.m. to 10:00 a.m. Tickets cannot be purchased at the stations along the route.

Passengers can book and pay for their tickets up to one year in advance:

  • • Call toll free 800-122-4373
  • • Email chepe.reservaciones@ferromex.mx
  • • chepe.mochis@ferromex.mx
  • • At the ticket windows in Chihuahua, Chihuahua or Los Mochis, Sinaloa

The following information must be provided for the reservation and ticket purchase:

  • • Specify the preferred service for travel: First, Executive or Tourist Class
  • • Date of travel for each portion of the trip; stopovers must be indicated when making the reservation
  • • Full name of each traveler
  • • Age of each traveler
  • • Nationality (foreigners) or place of residence (Mexican nationals)
  • • Indicate whether special assistance is required and provide details
  • • Contact information: phone number (including area code) and email
  • • Detailed itinerary by dates and stations
  • • Form of payment: bank deposit or credit card

To make a reservation for groups with more than 25 passengers, send an email to chepegrupos@ferromex.mx or call 800- 122-4373.

The passenger will receive confirmation of their reservation by email, along with the form and deadline for payment.

Payment can be made by:

Bank deposit or transfer. The passenger will send the proof of payment to the email address noted in their reservation, together with the reservation confirmation number. The tickets will then be issued and sent by email.

Payment with credit card via the web link. This option must be requested when making the reservation. Tickets will be automatically sent to the email address provided on completion of the online payment transaction.

On making payment, the passenger accepts the information given in the reservation confirmation as correct. A 10% administrative fee will be charged for any subsequent change.

2.- TICKET

The ticket represents the contract between the carrier and the passenger and should be retained in the event of any question or complaint. Tourist and Executive Class tickets cover travel only on board the train with assigned seating as indicated in the detailed itinerary. The First Class Chepe Express service includes one meal (breakfast or lunch or dinner) and one snack, as well as one non-alcoholic beverage with the meal.

The ticket is valid for travel with up to three stopovers at no additional charge, starting at the station of origin indicated on the ticket and on the date marked. The stops must be indicated when the booking is made.

On making the reservation or purchase, the passenger should check that all the information for their travel is correct as a 10% charge will be incurred for any change.

Tickets are non-transferable and cannot be altered or resold to another person.

The fare includes travel insurance, which covers, among others, medical expenses, funeral expenses, lost luggage and accidental death on board the train and at stations.

In the event the passenger loses or forgets their ticket, they will be required to purchase another ticket in order to travel. If the lost ticket is found, the passenger may request a refund for the total amount of the lost ticket.

The passenger will be asked to show their ticket and a photo id before boarding the train. Ferromex/Chepe reserves the right to check tickets before and during travel.

3.- FARES

The company may change the fares without prior notice, therefore we recommend checking the current fares at chepe.mx before making a reservation or purchase.

4.- FARES FOR CHILDREN, ELDERLY, STUDENTS, TEACHERS AND DIFFERENTLY ABLED

  • • Children under 2 years travel free in the lap of an adult.
  • • Children under 18 years must be accompanied by an adult.
  • • There are no discounts for children over 3 years of age, students, teachers or the elderly.
  • • Differently abled persons receive a discount when traveling in tourist class.

Travel Insurance / Minimum charge:

The following provisions will apply in regards to the charges for Travel Insurance, in accordance with Article 127 of the Mexican Communications Routes Law (Ley de Vías Generales de Comunicación) and amendments, Article 50 of the Railroad Service Regulatory Law (Ley Reglamentaria del Servicio Ferroviario), and Article 176 of the Railroad Service Regulatory Code (Reglamento del Servicio Ferroviario).

When the passenger uses a free pass for travel in First, Executive or Tourist Class, or the passenger is traveling for free, the passenger will be required to pay a small fee to cover the travel insurance premium plus the value added tax corresponding.

Passengers who receive a discount on their fare will be required to pay in full the insurance premium for the regular fare. The ticket will indicate the difference adding the value added tax corresponding.

5.- BOARDING

The waiting rooms at the Creel, Chihuahua and Los Mochis, Sinaloa stations open one hour prior to boarding.

The passenger should be at the station one hour prior to their departure time.

The passenger will be asked to present a print copy of their ticket, or on their electronic device, to Chepe Express staff, along with their government-issued photo id (voter identification card, passport, etc.)

Ferromex/Chepe Express hold no obligation or liability for any change or delay as may be reasonably necessary or unavoidable, before or during the delivery of the service, caused by any action, omission or any other event, act or circumstance or unforeseeable event beyond our control.

Weather or hindrances due to an act of nature or any other act of god or unforeseen event beyond the control of Ferromex/Chepe Express, may cause unscheduled delays or stops, which will carry no obligation or responsibility on the part of Ferromex/Chepe Express.

The passenger who, for any reason and without there being a situation of imminent danger, decides to abandon the train prior to their final destination as marked on the ticket will do so at their own risk and responsibility.

If to deliver the service, Ferromex/Chepe Express provides an alternate or complementary form of transport and the passenger decides, for any reason, to not board this service and continues the journey on their own, the passenger will be personally and exclusively responsible for all costs, risks and liability resulting from their decision, at no obligation to Ferromex/Chepe Express.

In the event of any act of god or unforeseen event, contingency or situation as mentioned above, Ferromex/Chepe Express will hold no responsibility to the passenger or any third party for delays or missed travel connections, or no-show on reservations with hotels, restaurants or other commitments made with any person, entity or company, regardless of their business activity or purpose.

Ferromex/Chepe Express reserve the right to deliver the service without the passenger being entitled to seek any claim, action, payment or any other liability on the occurrence of any of the following events:

  • • Weather conditions that impede or delay travel.
  • • The passenger fails to follow the instructions of Ferromex/Chepe Express staff.
  • • The passenger uses a ticket that is not their own or their ticket is altered or was purchased from another person (resale).
  • • The passenger fails to present at the time indicated for boarding.
  • Ferromex/Chepe Express reserve the right to substitute railcars due to acts of god or at their discretion.

6.- SEAT ASSIGNMENTS

Seats are assigned at the time of booking or purchase. Seats are assigned in the order reservations are received, making every effort to seat parties and groups together.

If there are insufficient seats together, the available seats will be assigned.

The passenger may request a class upgrade on board the train, paying the fare difference plus a 10% fee. These changes are subject to seat availability plus the fare adjustment. The passenger may request a class downgrade, subject to seat availability. In this case, the passenger will receive no refund of the difference in fare. When the downgrade is due to causes imputable to Ferromex, the passenger will be refunded the difference in fare.

7.- LUGGAGE

Passengers are permitted to carry two pieces not exceeding 50 kilograms (110 pounds) in total. A piece can be a suitcase, wheelchair or stroller, not exceeding 65 cm in length, 40 cm wide and 40 cm high (25.5 x 16 x 16 inches) and which can be stored so as to not interfere with other passengers.

Items exceeding 50 kg (110 lbs) are considered shipments and are not permitted. Such items must be shipped via the freight train, which runs once a week.

First and Executive Classes.- The passenger may take only one carry-on item with them on board the train. Disabled passengers may carry support and mobility devices on board, such as wheelchairs, walkers, canes, crutches, etc. and any other assist device they may require. Passengers may carry with them a reasonable quantity of prescription medications and personal use items.

Luggage will travel in a designated luggage car. The passenger will present their luggage 45 minutes prior to boarding the train at the marked area in the Creel or Los Mochis station. Passengers boarding at El Fuerte, Bahuichivo and Divisadero will present their luggage when the train arrives. Luggage will be labeled and identified, and the passenger will receive a claim check for each piece of luggage. On arrival at the destination station, the passenger will retrieve their luggage presenting their claim check. Luggage will not be delivered without a claim check.

Passengers should not carry valuables (money, jewelry, etc.), flammable liquids, hazardous materials, or fragile or delicate items in their luggage. Ferromex/Chepe Express is not responsible for any partial or total loss or damage, and will not compensate any such loss or damage.

Tourist Class.- Passengers will carry their luggage on board the train and place it in the luggage area corresponding to their seat. Disabled passengers may carry support and mobility devices on board, such as wheelchairs, walkers, canes, crutches, etc. and any other assist device they may require. Passengers may carry with them a reasonable quantity of prescription medications and personal use items.

Passengers should not carry valuables (money, jewelry, etc.), flammable liquids, hazardous materials, or fragile or delicate items in their luggage.

Ferromex/Chepe Express is not responsible for any partial or total loss or damage, and will not compensate any such loss or damage.

It is not allowed to bring bottles of wine or intoxicating drinks in sight. You can only take them if they are closed in your luggage.

People who require constant food intake for a medical condition must prove it with a document issued by a doctor.

9.- SMOKE-FREE TRAIN

Smoking is not permitted on the train, except in the Terrace car. The Terrace car is only available to First Class passengers.

10.- ANIMALS

Animals are not permitted to travel on passenger trains, with the exception of service dogs. A permit issued, signed and sealed by the Department of Tourism is required for service dogs to board the train. This permit must be processed in advance by sending an email with proof of the need to travel with a service dog to atencionclientes.chepe@ferromex.mx

Service dogs are animals that are trained to assist a person with a disability or as emotional support. Service dogs travel for free, as long as they are accompanied by their owner and are correctly identified.

  • • Only one dog is permitted per passenger.
  • • Only one dog is permitted per car.
  • • Animals under 4 months of age are not permitted, nor animals that are nursing, ill, dead, violent or pregnant.
  • • There is no weight limit.
  • • The dog must be with its owner at all times and will travel at the owner’s feet.
  • • The dog is not required to travel in a pet carrier, provided the dog is leashed and muzzled for the entire duration of travel. The leash cannot be retractable and must not be longer than 1.5 meters (5 feet), to aid the owner in controlling the animal at all times
  • • The dog must be fed and watered in the restroom only. The dog will also relieve itself in the restroom, if necessary. The owner will clean the restroom to leave it in the same condition as found.

Chepe Express and its staff reserve the right, in certain cases, to restrict travel or to ask the passenger to change seats or cars on the request of another passenger. The passenger may be asked to change their seat in the event the dog presents an impediment to other passengers because of its size.

Dogs are required to meet hygiene and sanitation standards, and to be correctly documented.

Dogs are not permitted to jump on seats, sofas, stools or tables in any car. Dogs are required to remain at the feet of their owner so as to interfere the least possible with the other passengers.

Ferromex/Chepe Express will not be responsible for or pay any compensation or expenses in the event the dog suffers any accident, loss, illness or death. The company will also not cover any transportation or veterinary expenses that may result.

The owner promises to pay for any damage the dog may cause to the train or its furnishings, immediately and in cash, at the discretion of the assistant train manager.

In the event the dog causes physical harm to another passenger, the owner will fix the situation with the passenger in question and compensate them financially at their request. Ferromex/Chepe Express and its staff will not be responsible for any arrangement between the dog owner and the other passenger.

11.- SPECIAL ASSISTANCE

Passengers with disabilities. The Chepe Express train travels to highland destinations and accessibility is limited, though we are working to improve these conditions. We need to know in advance if special assistance is required.

  • • If traveling with a service animal, please see point 10 above.
  • • There is no additional cost to travel with a wheelchair, crutches, walker or canes, or other similar items.
  • • Because of its physical layout, the aisles on the train are very narrow, which cannot accommodate a wheelchair moving through the passenger cars.
  • • Our staff is not able to assist the passenger with eating, going to the restroom or attend to physiological needs at the passenger’s seat, nor are we able to provide medical assistance.
  • • The on board staff will provide general services.

Sick passengers are required to carry a medical certificate. Illness must be disclosed when making the reservation or purchase by sending an email to chepe@ferromex.mx, if the passenger:

  • • Has a health problem that may prevent the passenger from completing the journey without incident and without the need for special medical assistance during travel.
  • • Suffers from brain damage, in which case they must be accompanied during travel.
  • • Suffers from an end-stage illness. In addition to the medical certificate, the passenger must be accompanied during travel.
  • • Infectious disease. Travel will be denied if the disease can be easily transmitted in enclosed spaces.

12.- ACCESS TO PLATFORMS AND STATION FACILITIES

Passengers must show their tickets to access the train platforms and travel on any train.

Under Article 63 of the Mexican Railroad Service Regulatory Code (Reglamento del Servicio Ferroviario), the railroad may refuse travel and will not permit the following persons entry to station facilities or to board trains:

  • • Children under the age of 12, not accompanied by an adult,
  • • Women who are seven or more months pregnant,
  • • Disabled persons, as defined by Article 450, section II, of the Mexico City and Federal Civil Codes (Código Civil) intending to travel alone, and
  • • Persons suffering from any illness that could present a risk to other passengers, or for whom travel could be life threatening due to their condition. In the event the railroad agrees to allow the persons referenced in this article to travel, it will be under their responsibility, taking the measures necessary to safeguard all passengers.
  • • Persons under the influence of alcohol or drugs, unless they have a pharmaceutical prescription.
  • • Persons carrying weapons without a permit, explosives, dangerous substances or, in general, any item that could present a risk to others.

13.- CHANGES, CANCELLATIONS AND REFUNDS REQUESTED BY THE PASSENGER

A 10% fee will be charged for any ticket changes.

All train times are subject to change or possible delays en route due to weather conditions or unforeseen events. In such circumstance, the passenger will not be entitled to pursue action against the company and Ferromex/Chepe Express will determine the movements of the train.

The use of any portion of the ticket means the passenger has accepted these terms and conditions.

In the event the passenger, holding a paid ticket, cancels their trip due to reasons not imputable to Ferromex:

The passenger may cancel their trip by sending an email to atencionclientes.chepe@ferromex.mx at least seven days prior to the date of travel. In this case, the ticket price will be refunded less a 30% processing fee.

When the notice of cancellation is sent to atencionclientes.chepe@ferromex.mx less than six business days prior to travel, the cost of the ticket will not be refunded. However, on payment of a 10% penalty, the passenger can use the ticket on another date, with advance booking, within one year. The passenger will pay any difference in the fare applicable.

If the passenger cancels the trip on the date of travel or after, they will receive no refund and they will not be able to use the ticket at a later date.

Cancellation by a passenger on a group ticket will be considered a change to the original purchase (as the purchase is not cancelled in full) and the passenger will be charged a penalty equal to 10% of the total purchase amount. Any resulting amount owed to the passenger may be refunded, in accordance with the above.

Cancellation of a portion of the trip will be considered a change to the original purchase (as the purchase is not cancelled in full) and the passenger will be charged a penalty equal to 10% of the total purchase amount. Any resulting amount owed to the passenger may be refunded, in accordance with the above.

If the passenger gives notice of cancellation the day of travel or later, the passenger will receive no refund and they will not be entitled to use the ticket for travel on another date.

Tickets purchased two days in advance cannot be refunded, although the ticket can be used at any time over the next 365 days, subject to availability and with reservation, sending an email to atencionclientes.chepe@ferromex.mx at least one day prior to travel, subject to availability and with reservation.

Sections a) and b) will apply for unused portions of tickets for reasons imputable to the passenger, according to the unused amount.

To process a refund, the passenger will send their scanned ticket and a letter requesting the refund, their bank information and phone number to: atencionclientes.chepe@ferromex.mx.

No changes of names, dates or cancellations are permitted for any ticket class from Divisadero to Creel or from Creel to Divisadero, regardless of the advance notice given of the cancellation. Any unused portion of this ticket will not be refunded for any class.

In the Divisadero – Creel and Creel-Divisadero section, no type of change will be accepted, neither in names, nor dates, nor cancellations in any of the three classes, regardless of the advance notice of said cancellation. In case of not making the trip, the cost of said ticket will not be reimbursed in any of the classes.

14.- CHANGES OR CANCELLATIONS BY FERROMEX

For ticketed passengers, on the occurrence of any event beyond our control, Ferromex will:

  • For ticketed passengers, on the occurrence of any event beyond our control, Ferromex will:
  • • Where possible, the passenger may use the ticket to travel on the train in the opposite direction.
  • • When deemed necessary, and on consideration of passenger safety, Ferromex/Chepe Express will determine whether to hire an outside overland transportation service, such as authorized tour vans or buses.
  • • When passengers are transported by an alternate means, in accordance with the point above, for the portions of travel for which the passenger has purchased a ticket, no amount will be refunded, as the service will be considered delivered.
  • • Ferromex will not cover meals or hotels due to acts of god or unforeseen events for which Ferromex is not responsible.
  • • On causes imputable to Ferromex, tickets will be refunded at 100% of the unused portion on presentation of the ticket issued by Ferromex/Chepe Express.
  • • The passenger will have 30 days to request their refund or to book travel for a later date (within twelve months following the date of the event). In this case, the refund will be deposited within 30 calendar days of receiving the request, into the account the passenger indicates.

15.- RECEIPTS

The passenger may request a formal receipt (factura) for the purchase of their ticket by sending a scanned copy of the ticket and their tax identification card to chepe.facturacion@ferromex.mx, including their information in the body of the message. Ferromex will email the electronic receipt within three business days following.

The request must be sent during the same month as purchase, otherwise Ferromex will not be able to issue a formal receipt. Receipts requested between the 1st and 28th of the month will be issued dated the current month, while those requested the 29th or later will be issued dated the next month.

16.- RAILROAD SERVICE CONTRACT CONDITIONS

No agent, representative, carrier or third party has the authority to amend, restrict or expand the terms of this document.