Coronavirus Update

Travel safe
with Greyhound

Last updated 2pm Friday, 24 July 2020

YES, WE ARE STILL OPERATING

Greyhound Australia services are limited as we help you get through this challenging time. View 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 self-quarantine for 14 days when entering the Northern Territory if you have travelled from a hot spot.

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).

FREQUENTLY ASKED QUESTIONS

TRAVEL SAFE

 

BOOKINGS & CANCELLATIONS

 

SERVICES

TRAVEL SAFE

 

TRAVEL SAFE

What do your enhanced cleaning protocols involve?

We are using a bleach-based cleaning agent recommended by authorities, as it eliminates 99.9% of potential residual COVID-19 that can be left behind on surfaces and equipment.

Enhanced pre- and post-service cleaning procedures are in place, which are comprehensive of potential touch points for both drivers and passengers.

All onboard air conditioning filtration units are sanitised at the commencement of each service, and have been fitted with ozone air purifiers.

Is hand sanitiser available?

Yes.

Free hand sanitising stations are available on all services. We encourage passengers to bring a personal supply as well.

What happens if I'm sick on the day I need to travel?

If you recognise that you are sick on the day of your travel, please do not board the coach. 

Call or email our customer service team and we will arrange to honour your ticket on a future service when you are well.

People showing signs of illness will not be allowed onboard. Sick passengers will have their ticket honoured at a later date for no additional cost.

What are ozone air purifiers?

Ozone air purifiers are commonly used as room disinfectants and work by creating ozone, a naturally-occurring gas, from oxygen atoms in normal air.

This ozone gas has been proven to destroy the SARS coronavirus by more than 17 scientific studies. Since the structure of the novel coronavirus (2019-ncov) is almost identical to that of the SARS coronavirus, it is relatively safe to say that these purifiers will also work to kill novel coronavirus. A study into its efficacy is currently being undertaken at the Institute of Virology in Hubei, China with results soon to come. 

Who will load my bags?

All passengers are required to load and unload their own baggage.

If you have a physical condition that prevents you from loading your bags, please notify the driver and they will load your bags for you once all other passengers have boarded. The driver will sanitise their hands before and after loading baggage in any such situation.

Will I need to wear a mask onboard?

No.

World Health Organization and Federal Government advice recommends that healthy people do not need to wear a mask unless they are caring for somebody with a suspected or confirmed case of COVID-19.

Only people who are coughing or sneezing are recommended to wear a mask, however we will not allow travel for passengers showing these, or any, signs of illness.

Sick passengers will have their ticket honoured at a later date for no additional cost.

Will the COVIDSafe app work on board?

Yes.

Customers can download and use the COVIDSafe app during their journeys to help with contact tracing. Free on board USB chargers will allow you to keep your devices fully charged.

Will I have my temperature checked?

No.

If you recognise that you are sick on the day of your travel, please do not board the coach. Call or email our customer service team and they will organise to honour your ticket on a future service once you are well.

People showing signs of illness will not be allowed onboard. Sick passengers will have their ticket honoured at a later date for no additional cost.

Will there be social distancing of 1.5m between passengers onboard?

We are not limiting the amount of passengers onboard, in line with public transport and airlines, so it depends on the number of passengers. Our seat allocation system automatically maximises available space where possible. 

You can use our seat selection function to choose a seat at a comfortable distance from fellow passengers, where possible.

What do I do if I am showing signs of illness or have tested positive to COVID-19 and have a future booking?

Passengers with signs of illness will not be permitted entry onboard, and will have their ticket held in credit for future travel at no further cost.

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 returned from overseas travel in the last 14 days?

The Australian Government has implemented 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, including frequent hand washing, use of alcohol-based hand sanitiser, avoiding touching your face, and frequently disinfecting your mobile phone.

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.

SERVICES

SERVICES

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.

When are your other services returning?

All other services remain suspended until further notice. 

Stay up to date on our Service Updates page and social media 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. 

Passengers arriving in the Northern Territory after having been to a hot spot will be required to self-quarantine for 14 days. 

Please be advised that Greyhound will not be transporting passengers across the state border into Western Australia at this time, regardless of travel exemption status. Further updates will be provided as the situation evolves. Our apologies for any inconvenience.

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

Can I travel intrastate?

Yes, according to local state and territory advice.

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.

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, including those showing signs and symptoms of illness.
  • We have introduced measures to protect our drivers in their workplace, including self-service baggage loading.
  • We have procured new bleach-based cleaning agents recommended by authorities, which eliminate 99.9% of potential residual COVID-19 that can be left on surfaces and equipment.
  • Enhanced pre- and post-service cleaning procedures are in place, which are comprehensive of potential touch points for both drivers and passengers.
  • Hand sanitising stations are available on all services.
  • All onboard air conditioning filtration units are sanitised at the commencement of each service, and have been changed to full fresh air intake.
  • 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.