Special Needs and Assistance | Greyhound Australia

Special Needs & Assistance

Greyhound Australia and our affiliate companies are committed to providing safe and reliable coach travel.

Passengers who require special assistance when they travel can book online or ring our Call Centre on 1300 473 946 and one of our Supervisors will assist you plan your travel. The booking fee is waived for this assistance.

If a passenger does not meet the Independent Travel Conditions and is not able to travel without requiring special assistance, then the passenger must arrange for a Carer, Personal Assistant or Chaperone to accompany them on their travel and a discounted fare is available for the accompanying passenger.

For more information on special needs and assistance, please refer to the following guides: Independent travel conditions
Vision or Hearing Impaired
Travelling with a Assistance dog
Travelling with a Mobility Aid
Travelling with a Carer, Personal Assistant or Chaperone
Travelling with a Medical Condition

If you need more information, please contact our Call Centre on 1300 473 946 or to email your queries click here

 

Independent Travel Conditions

All passengers who wish to travel on a Greyhound Australia or affiliate company Coach must meet the Independent Travel Conditions which require the passenger to be able to:

  • Understand and act upon any directions given by a Coach Captain or staff during their journey,
  • Do not require any assistance beyond that normally offered to all passengers.

Coach Captains and staff are only permitted to provide basic assistance to all passengers, specifically a steadying arm or helping hand.

If a passenger requires assistance to :

  • Attend to dietary, toiletry or comfort needs
  • Administer medicines or medical procedures
  • Transfer to/from the Coach and into/out of the Coach seat,
  • Assist with access to facilities

...then the passenger does not meet the Independent Travel Conditions and must make alternative travel arrangements or travel with a Carer, Personal Assistant or Chaperone.

Important to Note

If a passenger arrives to travel and does not meet the Independent Travel Conditions and is not travelling with a Carer, Personal Assistant or Chaperone then unfortunately we reserve the right to refuse to travel and the booking will be open dated until the passenger arranges for someone to accompany them. Change Sector fees will be waived when new travel is being planned.

If you need more information, please contact our Call Centre on 1300 473 946 or to email your queries click here

Vision or Hearing Impaired Travellers

For passengers who are vision or hearing impaired we ask that you contact our Call Centre on 1300 473 946 and one of our Supervisors will assist you plan your travel. The Booking Fee is waived for this assistance.

The National Relay Service offers assistance for TTY and Speak & Listen services and details are available at http://www.relayservice.com.au/

If you need more information, please contact our Call Centre on 1300 473 946 or to email your queries click here

Travelling with an Assistance dog

For passengers needing to travel with an Assistance dog, we ask that you contact our Call Centre on 1300 473 946 and one of our Supervisors will assist you plan your travel. The Booking Fee is waived for this assistance.

A single Assistance dog is permitted to travel with the passenger who is dependent upon the animal to travel. The Assistance dog will travel with the passenger in the seating compartment, provided a seat beside the passenger is available.

The Assistance dog must be:

  • registered/certified by a recognized Association,
  • have a collar/tag with the animals registration number
  • be trained for travel
  • remain tethered during travel.

The passenger is required to supply absorbent matting and meet the animals needs during travel.

If you need more information, please contact our Call Centre on 1300 473 946 or to email your queries click here

Travelling with a Carer, Personal Assistant or Chaperone

For passengers who do not meet the Independent Travel Conditions and need to travel with a Carer, Personal Assistant or Chaperone to assist them during their travel, we ask that you contact our Call Centre on 1300 473 946 and one of our Supervisors will assist you plan your travel. The Booking Fee is waived for this assistance.

One Carer, Personal Assistant or Chaperone can accompany you on your travel if they are endorsed by you as your Carer and:

  • Your require them to provide you with special assistance as defined under the Independent Travel Conditions,
  • The Carer, Personal Assistant or Chaperone meets the Independent Travel Conditions
  • The Carer, Personal Assistant or Chaperone is booked on the same booking (ticket) as the passenger and travels on the same Services(s).

A 50% discount on the full adult fare (express ticket only) is offered to the Carer to accompany the passenger.

If you need more information, please contact our Call Centre on 1300 473 946 or email us at easyaccess@greyhound.com.au

Travelling with a Mobility Aid

For travellers that travel with a mobility aid, we ask that you book in advance to maximise your opportunity for your travel plans to be met. Please contact our Call Centre on 1300 473 946 and one of our Customer Service Operators will assist you in your travel plans. The Booking Fee is waived for this assistance.

Greyhound Australia will only carry the following mobility aids;

  • Manual Wheel Chairs
  • Walking frames
  • Rolling walkers

NOTE:Greyhound Australia does not have the provisions or ability to carry Electric wheelchairs or Mobility scooters due to design restrictions of the Coach, relevant to on-board manoeuvrability, and storage and securing points in underfloor luggage areas.

At the time of booking, it is very important to provide accurate details about:

  • Whether you can self transfer to and from the authorised mobility aid and the Coach seat. For the safety of yourself and other passengers on the Coach, you are required to sit in the Coach seat
  • The type of mobility aid

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