Frequently Asked Questions

Bookings

1. What types of payment do you accept?
Online
Online bookings can be made with or without a credit card, you can print a confirmation slip and pay for your ticket within a limited time at Australia Post outlets. Greyhound Australia provides state of the art, SSL encryption technology to secure all payments made through our website.

Call Centre
Greyhound's call centre can process your payment via credit card or using the Pay it at Post service provided by Australia Post.

Terminals & Travel Agents
Our terminals and travel agents can accept payment by credit card or cash

2. How do I change a booking?
You can change your booking in one of two ways, via our Call Centre or online at our website.

To change your booking via our Call Centre call 1300 473 946.

To change your booking via our website, simply navigate to the My Passes section and insert your Booking number and Pin Code. If you have purchased a Pass product you can change or delete trips, or add new ones. If you have purchased an Express ticket you can change your current journey provided there are seats available on the service that you choose.

3. Should my booking be reconfirmed, and what time do I need to check-in?
All bookings are to be reconfirmed 24 hrs prior to departure for each sector by calling our National Reservations on 1300 473 946 or at your nearest Greyhound Australia Terminal to avoid seats being re-allocated. Passengers are required to check-in at least 20 minutes prior to scheduled departure time.

4. What is a Booking Number
A booking number is a unique seven-digit number assigned to your Pass or Ticket at the point of sale. You can use this number to access your Pass or Ticket details on the Greyhound Australia website and is required as your identification when you contact our Call Centre or Terminal.

5. What is a Pin Code
A Pin Code is a unique four-digit number you assign as a "password" code to your booking. It is used when you want to edit your Pass or Ticket details on the Greyhound Australia website.

6. How do I cancel a booking?
To amend your booking in anyway you can contact our Call Centre on 1300 473 946. For full terms and conditions on our cancellation fees click here

7. How do I book a trip within my Aussie Kilometre Pass?
Through the My Passes page of the Greyhound Australia website. Simply navigate to the My Passes page and enter your seven-digit Booking Number supplied when booking, and the Pin Code you submitted as part of the booking. Press the "Continue" button to log in.

Once logged in you can add, delete, or edit trips within your Aussie Kilometre Pass relative to the kilometres you have on your pass.

8. How do I book a trip within my Aussie Explorer Pass?
Through the My Passes page of the Greyhound Australia website.
Simply navigate to the My Passes page and enter the Booking Number supplied when booking with the Pin Code you submitted as part of the booking. Press the "Continue" button to log in.

Once logged in you can add, delete, or edit trips within your Aussie Explorer Pass.

9. How do I book a trip within my Day Pass?
Through the My Passes page of the Greyhound Australia website.

Simply navigate to the My Passes page and enter the Booking Number supplied when booking along with the Pin Code you submitted as part of the booking. Press the "Continue" button to log in.

Once logged in you can add, delete, or edit trips within your Aussie Day Pass, provided you have days left to travel on your pass.

10. Where do I find the Terms and Conditions for travel with Greyhound Australia?
You can find a link to Greyhound Australia's Terms & Conditions in the footer of our website at the bottom of any page. Click here to access Greyhound Australia's Terms & Conditions now.

11. How do I make a booking for an unaccompanied child?
To make a booking for an unaccompanied child you must select the "Unaccompanied Child" type from the "Passengers" drop-down list on our booking page as part of your booking. Separate terms and conditions apply for carriage of unaccompanied children and can be downloaded and read along with an Unaccompanied Child Form, which must be completed before boarding. Unaccompanied children between the ages of 12 and 14 (inclusively) are not permitted to travel on connecting services (i.e. where a Coach change is required) unless the Child/Children's parent or guardian nominated on the Unaccompanied Child form is present at the service change.

12. How do I make a booking for an accompanied child?
To make a booking for an accompanied child you must select the "Accompanied Child" type from the "Passengers" drop-down list on our booking page as part of your booking. An accompanied child must be accompanied by a person 15 years or older.

13. Can I book a ticket FROM an On Request Stop?
Yes. If booking from the website you must book earlier than 24 hours before you are due to depart. If you do not book earlier than 24 hours before departure, the bus may not know to stop at your location.

If booking through the Call Centre, you can book a ticket from an On-Request Stop at any time.

14. Can I book a ticket TO an On Request Stop?
Yes. When traveling to an On-Request Stop, book your ticket through our website or Call Centre as normal. At the time of boarding the Greyhound Bus, simply notify the driver of your requested Stop.

15. Can I sell or give my Ticket to somebody else to use if I no longer wish to travel?
No. Tickets are Non-Transferable.

Travel

16. How long before departure should I arrive?
We recommend you arrive 20 minutes prior to departure to ensure all your luggage is securely loaded.

17. How much time should I leave between connecting services?
We recommend you allow 30 minutes as a minimum, from the time you arrive at your first destination to the time you are scheduled on the next service from the same destination.

18. What destinations do you travel to?
Greyhound Australia travels to 1,100 destinations around Australia. Click here to see in more detail where Greyhound Australia can take you.

19. Where can I view the current specials?
We always have new and exciting specials listed on our Specials page. Click here to visit our Specials page.

20. Are bathrooms/toilets available on all buses?
Yes

21. Are all buses air-conditioned?
Yes

22. Are seatbelts available on all coaches?
Yes

23. Is water available on all coaches?
Yes. All of our coaches are fitted with water fountains and cups.

24. Can I reserve a window seat?
Yes, this is only available if you speak with one of our consultants at our Terminals or through our Call Centre.

25. Are there any Meal Breaks along the way?
Yes. Please refer to your Timetable for details of Meal Break destinations.

26. Is Food provided?
No. You can purchase Food and other refreshments at our Meal Break destinations.

27. Are any items prohibited in my luggage?
Yes, Flammable goods, Ammunition, Animals, Dry ice, Fireworks, and ANY Dangerous or Illegal goods. Cartage of Fruit and Vegetables between some States is also prohibited under State Quarantine Laws.

28. Can I take along my bike or surfboard?
Yes. They may be taken subject to room but will incur an additional charge. Please refer to our Terms and Conditions.

29. I have lost my luggage, what should I do?
Contact our Lost Property Department on (07) 3868 0900 or go to your nearest Greyhound Australia Coach Terminal.

30. Does Greyhound Australia offer any Easy Access services?
Greyhound Australia is progressively rolling out new ‘Easy Access’ coaches onto nominated services throughout the Greyhound network, as those coaches are built. The ‘easy access’ coach offers a Lift to enable mobility impaired passengers to access and exit the coach.

Click here to find answers to Frequently Asked Questions about Greyhound's 'Easy Access' coaches and services.

Website Troubleshooting

31. What do I do if my computer freezes up while I am in the middle of transacting a journey?
If your computer freezes up while booking a Ticket or Pass do not worry. Simply call our Call Centre on 1300 473 946 and let them know your situation. Our team of trained sales professionals will be able to help you to solve any problems involving booking.

32. What are the minimum requirements for using your website?
The Greyhound Australia website is best viewed in Microsoft Internet Explorer 6.0 and above or Mozilla Firefox 1.0 and above. Our website is also compatible with Safari, Netscape 7.0 and above.

33. I am on a MAC, will my computer work with your website?
Yes. The Greyhound Website has been designed to be compatible with Mac browser, Safari.

34. I am receiving an error message when trying to make a booking. What should I do?
If you receive an error message that you can not remedy or are concerned about, you can call our Call Centre on 1300 473 946. Our team of trained sales professionals will be able to help you to solve any problems involving your booking.

Questions About Greyhound Australia

35. Where can I travel with Greyhound Australia?
Over 1,100 destinations are serviced daily on mainland Australia.

36. Where can I buy my ticket?
You can purchase Greyhound Australia Express Tickets or Aussie Pass products via our travel agents, Call Centre on 1300 473 946, or our website, www.greyhound.com.au

37. How do I give feedback on my experience to Greyhound Australia?
To submit feedback about Greyhound and its services please visit our Contact Us page and fill out our feedback form.

38. How do I apply for a job with Greyhound Australia?
Greyhound Australia always has fantastic employment opportunities available. To see our current vacancies visit our Jobs page and follow the instructions. Alternatively, you can send us an enquiry via our Contact Us page here.

39. How do I contact Greyhound Australia?
You can access our contact details or send us an enquiry via our Contact Us page.

40. How do I request sponsorship from Greyhound Australia?
To submit a request for sponsorship please visit our Contact Us page and fill out the form.

Questions About Unaccompanied Children

Due to the changing nature of society and Greyhound’s focus on social responsibility, we have been required to change our policy regarding the carriage of unaccompanied children. Unfortunately we are not able to carry children under the age of 11 unless they are accompanied by a responsible adult (guardian, chaperone etc). However we can continue to carry children unaccompanied between the ages of 12 and 14 provided the company’s policy is adhered to at all times. This will require some education for schools, students and parents, as well as Greyhound’s own staff. The purpose of this document is to answer a few frequently asked questions with the intention of explaining the reasoning behind our decision.

We understand that it may not be a popular decision, however we believe that it strikes the right balance between common sense, the shared responsibility for the safety and well being of the unaccompanied children while travelling, customer service and the practicalities of running a coach operation.

41. Why did you change the policy?
A. The safety of all our customers is of paramount importance to us, but unfortunately society is not as safe as it once was. We are diligent about the safety of children who travel on our services, especially those travelling without an adult, grown up, guardian or chaperone. Children can often lack the confidence to speak up if they are being ill-treated by someone else, sometimes become confused when they are in a different town or city and can have difficulty keeping track of time. Our business is not equipped to offer the same chaperoning service as airlines (for example) and the fact that we have several intermediate stops within any one service, means that the room for error is too high for us to take a risk.

All of our staff work very hard for our customers, especially drivers who have responsibility for all our customers for extended periods of time. Their scheduled meal breaks are well earned and necessary to ensure the on going safety of our customers and other road users. This means that they cannot take any more responsibility for unaccompanied children than they would for any other passenger. Changing the Company’s policy to only allow children to travel unaccompanied if they are between 12 and 14 (inclusive) is seen by Greyhound as the best possible outcome for all parties.

And requiring you to be present with child/children at the departure point and to collect them at the arrival point is to ensure the safety and well being of the travelling children.

42. What services are Unaccompanied Children between the ages of 12 - 14 year NOT permitted to travel on ?
A. Unaccompanied Children between the ages of 12 - 14 year (inclusively) are not permitted to travel on connecting services (i.e. where a Coach change is required) unless the Child/Children’s parent or guardian nominated on the Unaccompanied Child form is present at the service change.

43. Why do I have to fill out an Unaccompanied Child form for my 12-14 year old?
A. Because the Unaccompanied Child form details all the essential contact details so we can transport your child to their destination safely, and that the person you nominate collects them on arrival. The accuracy of the information on the form is critical for all of us to ensure the safety of your child.

44. What will happen if I refuse to complete the Unaccompanied Child form for my 12-14 year old?
A. Your child will be denied travel. This policy has been amended for the safety of children.

45. Do I have to complete the form if I am travelling with my child?
A. No - this policy relates to children who travel without someone over 15 years of age. If you are travelling with your child, you will be responsible for their safety.

46. Are you charging full price for a Child 12-14?
A. No, the applicable discount will remain.

47. How can I book my under 14 child if they are unaccompanied?
A. If your child is aged 12 - 14, you can still book through any of our sales channels - Greyhound Call Centre (telephone 1300 GREYHOUND or 1300 4739 46863), Terminals, Internet, Travel Agents or by paying the Driver.

If your child is under 12, they must be accompanied by a responsible adult, guardian, chaperone, etc, and you can still book through any of our sales channels - Greyhound Call Centre, Terminals, Internet, Travel Agents or by paying the Driver.

48. Why can't my 11 or under child travel without a parent or Chaperone accompanying them?
A. This is our policy to ensure that children of such young age are not exposed to any risks during their journey. Young children sometimes cannot tell the difference between right and wrong or are not confident about speaking up if they are being ill-treated. Our insistence on a child 11 or under having a chaperone has been made with the safety of the child in mind.

49. Does the Chaperone have to be a family member?
A. No, a Chaperone is someone known to you who is older than 15 and who accepts full responsibility for your child during the journey. We offer the Chaperone a 50% off the full fare including their return journey, provided it is on the next available return service to the departure point.

50. What if I don't have a Chaperone to accompany my Child 3-11?
A. Your child will not be permitted to board as this is our policy. We will not accept responsibility for the safety of such a young child.

51. Can a 14 year old child chaperone a 12 year old child?
A. No. A chaperone must be over the age of 15.

52. Why does the parent/guardian or responsible adult have to be with the child at the departure point?
A. The person and the child/children are required to be at the departure point 20 minutes before the scheduled departure time of the coach. The person ensures the wellbeing of the child until the coach arrives, hands the Unaccompanied Child form to the driver and assists the child to boards the coach at the start of their journey. If the coach is delayed, the person is present to ensure the safety and wellbeing of the child/children. For Boarding Schools, we have special arrangements listed later in this document.

53. What does the person collecting my child at the pick-up point have to do?
A. They will need to be at the stop at least 20 minutes before the expected arrival time (according to the timetable), and produce photographic evidence (Driver’s licence, passport, 18+ card etc) before they can collect your child. The driver will check the photographic identification and ask the person who is collecting your child to sign the unaccompanied child form. This verifies that the person is who they say they are, and that we have a record of the required details. For Boarding School children, there is no need to bring photographic identification due to the special arrangement we have with Boarding Schools.

54. Do I need to have 2 contacts at the pick-up point?
A. No - if you can guarantee that the person nominated on the form as the person responsible for the child at the pick-up point will be there to collect your child, there is no need to have a second contact. However it is useful to have a second contact just in case something happens after the service departs.

55. What happens if the person who collects my child at the other end is different from one of the people listed on the form when I give it to the Greyhound employee?
A. Our staff have been told that they cannot release a child into the custody of anyone who is not listed on the unaccompanied child form and who does not carry photographic identification with them. The driver will contact management if this situation occurs.

56. What if my child is at Boarding school?
A. We have a policy which applies to Boarding School children. This policy allows for no parent/guardian or responsible adult to be at the departure point or destination point and requires no signature from the parent/guardian at departure or destination, but, by accepting the terms and conditions of travel, the parent/guardian indemnifies Greyhound from responsibility for the child until they board and after they disembark at their destination. If the boarding school student is departing at an airport, there will not necessarily be anyone available to meet them. In this instance, we will drop the student at their destination but they are then responsible for their own safety.

If your child is being accompanied by someone else from the school who is over 15 years and that person is prepared to accept responsibility for your child, that person can travel as a Chaperone at 50% off the fare, but they must supervise your child while enroute. The Chaperone must return on the next available service, unless they were already travelling in the same direction as the child/children they were chaperoning, in which case the Chaperone discount does not apply. A person over the age of 15 can chaperone more than one child provided they do so until every child in their care disembarks and is met by a parent, guardian or adult responsible.

For Boarding School children, the chaperone could be other boarding school students over the age of 15 years and provided they carry a letter on the school’s letterhead detailing the details of the minor(s) under their control (full name, address and contact details). Unless this Chaperone is returning on the next available service, no discount will apply.

If a group of school children is travelling on the same service together, Greyhound reserves the right to offer the discount to 1 chaperoning student only.

57. Do I have to fill out an unaccompanied Child Form for my child who is between 12 and 14 and is a Boarder at School?
A. Yes but we have particular arrangements with Boarding Schools. Please contact the Principal of your child/s Boarding School or the Greyhound Call Centre for details on what you need to do.

58. Can I have a copy of the terms and conditions of travel?
A. Yes. The Unaccompanied Child Form consists of 3 pages - the first 2 are for you to complete and hand to the Greyhound employee prior to your child boarding, and the third page lists the terms and conditions of travel for you to keep.