Coronavirus Update

Last updated 4pm Monday, 18 May 2020

FREQUENTLY ASKED QUESTIONS

DURING YOUR TRAVEL

 

BOOKINGS & CANCELLATIONS

 

HEALTH CONCERNS

YES, WE ARE STILL OPERATING

Greyhound Australia services are limited as we help you get through this challenging time. Click the network map for current routes operating across metro and regional Australia. Visit our Timetables page for the most up-to-date service times.

Note: Customers travelling interstate must adhere to relevant state and territory requirements, including enforced quarantine for 14 days when entering the Northern Territory, and self-quarantine for 14 days in Queensland, Western Australia and South Australia, unless exempt.

 

Greyhound Australia network map - effective 5 April 2020

NOVEL CORONAVIRUS (COVID-19)

Greyhound Australia is closely monitoring World Health Organization updates and Federal Government advice in relation to novel coronavirus (COVID-19). The purpose of our vigilance in acting in accordance with this advice is to ensure the safe travel of all passengers, not only whilst onboard with us but also in their continued journeys.

As such, Greyhound Australia would like to advise that we reserve the right to refuse travel to any passenger who is believed to be in contradiction to Federal Government advice.

To ensure you are informed of the Coronavirus and the appropriate action you should take to ensure your safety and the safety of others. Please take the time to read the advice here from the Australian Federal Government or visit the World Health Organization website here for the latest status of the Coronavirus.

The safety of our passengers and staff is always our number one priority. Any passengers wishing to discuss concerns about their upcoming or recent travel please do not hesitate to contact us on 1300 473 946 or customerservice@greyhound.com.au

Please note, due to the recent influx of enquiries, we will respond to you within 3–5 business days (Monday–Friday, 8am–5pm AEST).

DURING YOUR TRAVEL

DURING YOUR TRAVEL

Are you still operating services?

Yes. Greyhound remains committed to providing affordable coach travel within Australia.

In response to the ongoing impact of COVID-19, we are reviewing our services across the network. Our aim will be to ensure connectivity as much as possible, but never at the risk of the safety or health of our customers and team members.

View our network map and timetables page for information about services currently operating.

Please note, if you are travelling interstate you will be stopped at the border and must comply with relevant quarantine requirements due to COVID-19. 

Stay up to date on our Service Updates page for latest information.

Can I travel interstate?

Yes. However, you will be stopped at the state border for processing and must comply with relevant quarantine requirements due to COVID-19. 

Please be advised that all passengers entering the Northern Territory from 2 April 2020 will be required to have sought prior exemption. Anybody who crosses the border without exemption will be taken to enforced isolation by the Northern Territory Government for 14 days. From midnight 4 April 2020, those who are not exempt from travel will be required to pay for this isolation themselves.

Passengers entering Western Australia and South Australia without prior travel exemption will be required to self-quarantine for 14 days. The Queensland border is also closed to all except residents and exempt persons.

Stay up to date on our Service Updates page for latest information.

Can I travel intrastate?

Yes. However, restrictions are currently in place for the Kimberley region of Western Australia to protect the health and wellbeing of residents and remote Aboriginal communities. Please check state government advice for more information.

Boundaries are in line with local government areas, listed below (with Greyhound stops included):

  • Broome (Broome & Roebuck Plains)
  • Derby-West Kimberley (Willare Bridge, Derby & Fitzroy Crossing)
  • Halls Creek (Halls Creek, Kimberley Nickel Mine & Turkey Creek)
  • Wyndham-East Kimberley (Argyle Mine, Doon Doon, Wyndham & Kununurra)

Stay up to date on our Service Updates page for latest information.

What if my trip gets cancelled?

Customers whose bookings are affected by any service cancellations or suspensions will be contacted with alternative options.

Stay up to date on our Service Updates page for latest information.

How many people can fit on a Greyhound? How can I maintain social distancing?

Seating configuration differs across the fleet, however the maximum capacity of a Greyhound is 56 people.

Using our seat selection feature, customers are able to manage their booking and choose a seat at a comfortable distance from fellow passengers.

Customers can also use the COVIDSafe app during their journeys to help with contact tracing.

What is Greyhound doing to prevent the spread of COVID-19 onboard?

We have been closely monitoring the World Health Organisation updates and Australian Government advice in relation to COVID-19. The purpose of our vigilance and acting in accordance with this advice is to ensure the safe travel of all our passengers, not only whilst on board but in their continued journeys.

The safety of our passengers and staff will always be our number one priority, and as such we have reviewed our policies and procedures:

  • We reserve the right to refuse travel to any passenger who is believed to be in contradiction to Federal Government advice.
  • We have introduced measures to protect our drivers in their workplace.
  • We have procured new chemicals, equipment and personal protection equipment (PPE) to facilitate our new enhanced cleaning protocols.
  • We have changed all onboard air conditioning units to full fresh air intake.
  • We have increased the cleaning activities within our Travel Centres, now taking place at least four times daily.
  • We have implemented segregation, isolation, and rotating work-from-home rosters for all team members across the country to minimise exposure.

Many more actions are being implemented daily for your continued safe travels with Greyhound Australia.

Is WiFi still available onboard?

Due to reduced operating conditions, WiFi is currently not available on Greyhound services.

 

BOOKINGS & CANCELLATIONS

BOOKINGS & CANCELLATIONS

What is the cancellation policy for tickets?

Customers who have travel booked between 16 March and 30 June 2020 will be able to have the value of the fare purchased held in credit for six months. Call us on 1300 473 946 or email customerservice@greyhound.com.au.

Please note that there may be an additional charge required at the time of re-booking if there is an increase in fare.

What is the cancellation policy for travel passes?

For travel pass holders wishing to travel Australia at a later date, we are more than happy to hold the value of your booking in credit for an additional 12 months. Call us on 1300 473 946 or email customerservice@greyhound.com.au.

Customers that have already commenced their journey with us will not be eligible for a refund. We recommend you contact your travel insurance provider.

What is the cancellation policy for travel packages?

For customers who have purchased a travel package, if there is no tour date booked then we are able to offer a credit for the value of you booking for an extra 12 months. Call us on 1300 473 946 or email customerservice@greyhound.com.au.

Due to the third-party operators included in our packages, once a tour date has been booked cancellation requests will need to be reviewed on a case-by-case basis. Please call us on 1300 473 946 or email customerservice@greyhound.com.au for assistance.

Customers that have already commenced their journey with us will not be eligible for a refund. We recommend you contact your travel insurance provider.

What is the cancellation policy for bookings made through a third party (e.g. travel agent)?

Any bookings made through a third party are bound by their terms and conditions. Please contact the agent you booked through for details.

Why are your travel packages and experiences not available for booking?

Our third-party package and experience providers are currently not taking any new bookings due to COVID-19, so they are temporarily suspended.

See above the cancellation policy for travel packages.

HEALTH CONCERNS

 

HEALTH CONCERNS

What do I do if I have tested positive to COVID-19 and have a future booking?

Please call 1300 473 946 or email customerservice@greyhound.com.au so we can discuss your booking and available options. Please have your booking number ready.

What do I do if I have travelled overseas in the last 14 days?

The Australian Government has implemented mandatory self-isolation for 14 days for any person entering Australia after midnight on 15 March 2020, and enforced quarantine for 14 days for those entering after midnight on 28 March 2020.

If you need to travel to your location for isolation (for example, from the airport) you are advised to use a personal mode of transport, such as a car. If you need to use public transport, including a Greyhound service, follow the precautions outlined in this public transport guide.

What do I do if I have self-isolated for 14 days and have a future booking?

If you have completed your 14-day period of self-isolation without developing symptoms, you can return to your daily activities (including travelling with Greyhound).

What if someone in my travel group has COVID-19 or is in self-isolation?

If you have been in close contact with a person who has tested positive to COVID-19, you must self-isolate for a period of 14 days. Please call 1300 473 946 or email customerservice@greyhound.com.au so we can discuss your booking and available options.

How can I protect myself from COVID-19?

Follow these key hygiene procedures as recommended by the Australian Government Department of Health.

What do I do if I get sick during my travel?

Any customer displaying symptoms should follow these public transport recommendations from the Australian Government Department of Health.