Before you travel
To help keep everyone safe and comfortable, passengers must be able to travel independently, except when travelling in a wheelchair on one of our Easy Access services, where our team can assist with boarding and disembarking using the wheelchair lift.
Our Independent Travel Conditions help us determine whether a passenger can travel independently. To meet these conditions, you must be able to:
- Understand and follow safety instructions from our Coach Captains and team members.
- Manage your own personal needs throughout the journey without ongoing assistance.
Our team can assist with boarding and disembarking the coach where required. However, we cannot provide personal care or ongoing support during travel.
If you require assistance with personal care, medication, transfers, toileting, eating or other support needs during your journey, you will need to travel with a carer.
Travelling with a Carer
If you require support throughout your journey, you are welcome to travel with a carer.
To qualify:
- The carer must travel on the same service and booking.
- The carer must meet the Independent Travel Conditions.
- The carer must be able to provide any assistance you require during travel.
To help make travel more accessible, carers receive 50% off the full adult fare (ticket only).
To arrange travel with a carer and access the discounted fare, please contact us. Booking fees are waived for these arrangements.
If you require assistance that falls outside the Independent Travel Conditions and are not travelling with a carer, travel may need to be postponed until appropriate support can be arranged.
For more information, please view our help articles or for help with your individual travel arrangements, please contact our Customer Experience Team
Vision or Hearing-Impaired Travellers
We welcome passengers who are blind, have low vision, are deaf or hard of hearing.
Additional communication support is available through the National Relay Service, including TTY and Speak & Listen services.
For more information, visit the National Relay Service website or reach out to us for assistance.
Travelling with an Assistance Animal
Accredited assistance animals are welcome on Greyhound services.
To travel with you, assistance animals must:
- Be registered or certified by a recognised organisation.
- Display an appropriate registration tag or identification.
- Be suitably trained for public transport travel.
- Remain tethered and under control throughout the journey.
Where available, the assistance animal will travel in the seat space beside the passenger.
Passengers are responsible for providing any absorbent matting required and meeting the animal’s needs during the journey.
Accessible Coaches and Mobility Aids
We are continuing to expand our Easy Access coach fleet to improve accessibility, comfort and safety for passengers travelling with mobility aids.
We can safely stow a range of mobility aids in our luggage compartment, including:
- Manual wheelchairs
- Walking frames
- Rollators and wheeled walkers
Approved mobility aids travel free of charge and do not count towards your two included luggage items. We will safely stow your mobility aid during your journey.
If your mobility aid weighs more than 20kg, please contact us before you travel so we can discuss your options.
Powered Mobility Aids
While we generally cannot stow powered mobility aids as assembled devices, we may be able to accommodate them if:
• The mobility aid can be easily folded or dismantled; and
• The battery can be safely removed.
In these circumstances, the mobility aid may be stowed in the luggage compartment, and the battery must travel with you on board the coach.
The battery also travels free of charge and does not count towards your luggage allowance.
Travelling in your wheelchair
Many of our coaches are part of our Easy Access fleet, with features designed to support passengers travelling in a wheelchair or with reduced mobility. These coaches are equipped with wheelchair lifts and other accessibility features to help make travel safer and more comfortable.
We can arrange accessible travel with at least 48 hours’ notice, allowing us to prepare the appropriate coach for your journey.
To travel in your wheelchair on an Easy Access service, your wheelchair must be certified, have four wheels, be capable of being tied down, and meet Australian standard dimensions.
You must remain in your wheelchair throughout the journey and cannot occupy another seat on the coach.
To help us arrange your travel, we will need to know:
- Your wheelchair’s make and model
- The dimensions of your wheelchair, including its total height when occupied
- The weight of your wheelchair, including its total occupied weight
- Whether you are travelling with a carer
Some wheelchairs can be accommodated during travel on Easy Access services. Where available, our team will arrange the required seating configuration and discuss the most suitable service for your journey.
Due to vehicle design and safety requirements, we cannot stow:
- Mobility scooters
- Electric wheelchairs that do not fold and have a non-removable battery
- Other powered mobility devices that exceed our lifting, storage or safety limits
Our Coach Captains are trained to operate wheelchair lifts and can assist with boarding and disembarking throughout your journey.
Need help planning your journey?
Every passenger has different needs, and we are here to help.
If you have questions about accessible travel, mobility aids, carers, assistance animals or any other travel requirements, please view our help articles or for help with your individual travel arrangements, please contact our Customer Experience Team
Our team can help you understand the support available and discuss the most suitable travel options for your journey.
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