Frequently Asked Questions

Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Find answers to frequently asked questions and useful information to know before, during and after your trip with us. Just select one of the topics quicklinks below to get started.

 

Still have questions? Call our friendly customer service team on 1300 473 946 during business hours or submit your enquiry online.

BEFORE & AFTER YOUR TRIP

Making a Booking

 

Changing a Booking

 

Tickets & Passes

Deals & Discounts

 

Greyhound Rewards

 

My Greyhound

Preparing For Your Trip

 

Travel With Children

 

After Your Travel

MAKING A BOOKING

Where can I buy Greyhound bus tickets?

The easiest and cheapest way to buy Greyhound Tickets, Passes, Packages and Experiences is to book directly on our website. Your purchase is then saved in your My Greyhound account where you can manage your booking.

You can also purchase your travel on the phone by contacting our friendly customer service team on 1300 473 946; at our Travel Centres; from an accredited agent; and directly with the driver. Please note that all bookings made through our call centre, travel centre and directly from our drivers incur a booking fee of $5.

What type of payment do you accept?

Online bookings can be made with a credit card. Our state-of-the-art SSL encryption technology ensures that all payments made through our website are safe and secure! Our Call Centre can process your payment via credit card. Our Travel Centres can accept payment by credit card or cash, and our drivers can accept payment with cash. Please note that bookings made through our Call Centre and Travel Centres, or directly with the driver, will incur a $5 booking fee.

Can I reserve a window seat?

Yes, you will be able to select your seat when you book your travel, subject to availability. Our booking systems will show you which seats have already been reserved and which seats are available to choose from. Visit our seat selection page for more info.

What destinations do you travel to?

Greyhound is Australia’s only national coach service, travelling to more than 180 stops around the country. View our network map to see where Greyhound Australia can take you or check out our popular destination travel guides.

How much does a Greyhound Ticket cost?

All our fares come in three tiers – Early Bird, Advantage and Premium – with prices varying based on how far in advance you are making a booking. You can find the most up-to-date price for your trip by searching available trips online or by calling our customer service team on 1300 473 946. For more information on different types of available fares visit our compare fares page.

How do I book a trip with a Greyhound Travel Pass?

You can manage your pass and add trips through My Greyhound account, or by entering your booking number and PIN code on the Manage Booking page. Just type your origin, destination and date into the availability search and choose the trip that works for you!

What is my booking number and PIN code?

Your booking number is a unique eight-digit number assigned to your Pass or Package at the point of sale. You can use this to access your Pass or Package details on our website, and to verify your ID when you contact our Call Centre. Your PIN code is a unique four-digit number that acts as the password for your booking; you can use it to edit your Pass or Package details on our website.

Can I book a Ticket for another person?

Yes, you can book a Ticket on behalf of another person. Just ensure that they’re aware of the Terms & Conditions, and that they know to be at the stop location 20 minutes early with a copy of their Ticket and ID.

How far in advance of my trip can Tickets be purchased?

Tickets will be available for purchase at least six months in advance of your departure date.

Can I charter my own bus?

Yes! We’ll work with you to develop a fully inclusive package, tailored to your needs at a competitive price – you can submit a contact form to request a quote.

CHANGING A BOOKING

How can I change my Greyhound bus ticket?

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. Be aware that this will incur a change fee. To change your ticket online, visit Manage Booking and enter your booking number and PIN code. Online changes can only be made up to 24 hours prior to departure.

If you have purchased an Early Bird Fare Ticket, you cannot make changes to the departure time.

If you have purchased an Advantage Fare Ticket, you can change the date and time of your current journey up to 24 hours prior to departure, provided there are seats available on the service in the Advantage Fare category.

If you have purchased a Premium Fare Ticket, you can change the date and time of your current journey, provided there are seats available on the service that you choose up to 15 minutes prior to departure.

For more information about the different types of fares visit compare fares page.

How do I cancel my booking?

To cancel your booking contact our Call Centre on 1300 473 946. Full terms and conditions on our cancellation fees can be found on our website.

How do I get a refund for my Greyhound bus ticket?

Early Bird and Advantage Tickets cannot be refunded if you are unable to make the bus, though Advantage tickets do allow you to change the date and time of your trip up to 24 hours prior to your departure (subject to availability of another Advantage Fare seat – see full Terms & Conditions).

Premium Tickets can be refunded for any reason if Premium Upgrade was purchased at the time of booking. If not, Premium Ticket holders can change the date and time of their trip up to 15 minutes prior to departure, or cancel their trip in exchange for an open-dated Ticket valid for up to 3 months. For more information about the different types of fares visit compare fares page.

For more details on your eligibility for a refund, consult our Terms & Conditions.

How do I get a refund for my travel pass or package?

Once you have commenced travel on a Pass or Package, or if you have completed one or more experiences or accommodation products included in a Package, there is no refund. If you have made the purchase and decide you no longer need it before you have made any trips, we can arrange a refund, less a 10% cancellation fee.

How do I change booked trips on my travel pass?

You can do this at any time online in your My Greyhound account if you have an one set up, or by visiting Manage Booking and entering your booking number and PIN code. To change your booking via our Call Centre, please call 1300 473 946. Online changes can only be made up to 24 hours prior to departure. You can change or delete trips, or add new ones, as many times as you like.

What happens if I don’t turn up for a trip booked on my travel pass?

If you are travelling on a Whimit Travel Pass, you will be able to re-book the trip, however you won’t receive any additional days. If you are on a Hop On Hop Off Pass, then you will have to purchase a ticket for the trip you missed.

Can I transfer my Greyhound ticket to someone else?

Yes. Tickets can be transferred by contacting our friendly Customer Service team on 1300 473 946.

Can I transfer my travel pass to someone else?

No. Each Pass is unique to the person it was originally issued to. If you no longer need your Pass or Package, please call 1300 473 946 for assistance.

Can I upgrade a travel pass?

A Hop On Hop Off Pass can be upgraded to add an extra 3 months’ validity, but the pass can only be extended once. A Whimit Pass can’t be upgraded – if you need more time to explore, just purchase a fresh Whimit Travel Pass to cover the extra days you need.

TICKETS & PASSES

What’s the difference between a ‘Ticket’ and a ‘Pass’?

A Ticket allows you to travel between an origin and a destination at a specific time chosen at the time of booking. A Pass, on the other hand, allows you to make multiple journeys on the one booking, with the freedom to choose your origin, destination and time at a later date!

What are the different types of Tickets?

Each of our Ticket types offer a different degree of flexibility. Early Bird Tickets are for passengers who know exactly when and where they’re planning to go. Advantage Tickets are for passengers looking for a greater degree of flexibility, as they allow you to change the date and time of your trip up to 24 hours prior to your departure (subject to our full Terms & Conditions).

Finally, Premium Tickets offer superior flexibility, as they allow ticket holders to change the date and time of their trip up to 15 minutes prior to their departure; cancel their trip in exchange for an open-dated Ticket valid for up to 3 months; and refund their Ticket for any reason if Premium Upgrade is purchased at the time of booking.

What are the different types of Passes?

The Whimit Travel Pass offers travel without limit, and is determined by days, not distance or destination. Whimit Pass holders can travel in any direction to absolutely any of our 180+ stops around Australia, for as many consecutive days as you have purchased.

The Hop On Hop Off Pass allows you to choose the beginning and end of your journey from a list of popular East Coast destinations. You can hop on and off our coaches along the way for 90 days, but you have to keep travelling in the same direction.

Finally, Commuter Passes are for passengers who regularly travel between the same two destinations, allowing them to purchase their trips in bulk for a discounted price.

DISCOUNTS & SPECIAL OFFERS

Does Greyhound offer discounts or special prices?

Yes! Head to our deals & concession discount page to see our new and exciting specials. We also offer everyday discounts on express tickets for seniors, students and kids.

Are there special prices or discounts for children?

Yes, children aged 3 to 15 years get 17.5% off their Greyhound fare. Please note that children aged 15 years or under cannot travel alone and must be accompanied by a parent or guardian.

Are there special prices or discounts for infants?

A parent or guardian accompanying an infant must purchase a ticket for themselves and must pay 50% of the standard adult fare for a Ticket for the infant. If the same parent or guardian wishes to accompany a second infant, that second infant will receive a Ticket free of charge. Any additional infants accompanied by the same parent or guardian will be charged at 50% of the standard adult fare.

Nursed infants who are accompanied by two fully paying passengers will receive a ticket free of charge, up to a maximum of two infants.

Are there special prices or discounts for seniors?

Yes, passengers with a valid Seniors Card are eligible for a 10% discount on their Greyhound fare. Just provide your seniors card number at the time of booking to receive the discount.

Are there special prices or discounts for concession card holders?

Yes, passengers with a valid Concession Card are eligible for a 10% discount on their Greyhound fare. Just provide your concession card number at the time of booking to receive the discount.

Are there special prices or discounts for students?

Yes, high school and full time tertiary students with a valid Student Card receive a 10% discount. Just provide your student card number at the time of booking to receive the discount.

Are there special prices or discounts on return fares?

Yes – when you purchase any Greyhound ticket, you’re eligible for a 5% discount on your Premium Adult return fare (provided your return ticket is purchased at the same time as your original ticket).

MY GREYHOUND

What is My Greyhound?

My Greyhound is your account dashboard is where you can manage and add bookings, as well as see your booking history. You can also view your G-Dollar balance, update your contact information, change your password, and manage your email preferences.

I would like to create a My Greyhound customer account. What do I need to do?

You can create a My Greyhound account for free on our website using an active email address. Once you have created your account you you can add, change and delete trips in real-time.

To add a booking to your My Greyhound account, simply type in your booking number and PIN code in the relevant fields as shown before clicking ‘Add’. Once you have added your pass booking to your My Greyhound account, it will show in the My Bookings section of the dashboard. From here, simply click the ‘Manage’ button next to the relevant booking.

I’m having trouble logging into My Greyhound. What should I do?

If you’ve forgotten your password to your account, simply click the ‘Forgot Your Password?’ prompt on account Login page, enter your email address and hit ‘Send’. If your address exists in our system, you will receive an email with instructions on how to reset your password. You can also reset your password here.

If you continue to have trouble logging in, don’t worry – simply call our friendly Customer Service team on 1300 473 946 for further assistance.

GREYHOUND REWARDS

How do I earn Greyhound Rewards?

When you create a My Greyhound account and join our Greyhound Rewards program, you’ll begin earning G-Dollars for every Ticket you purchase on Australia’s largest coach network!

When can I use my G-Dollars?

You can redeem your G-Dollars on your very next trip, or save them in your G-Wallet for a special occasion.

How do I pay for a trip with G-Dollars?

As long as you’re logged into your My Greyhound account, your G-Wallet (which contains your G-Dollars) will appear as a payment option in the Payment Details section when you purchase your Ticket.

PREPARING FOR YOUR TRIP

How early should I arrive for the trip?

We recommend you arrive 20 minutes prior to departure to ensure all your luggage is securely loaded. If you’re running late, the coach won’t be able to wait for you, and you will forfeit that trip.

I’ve printed out my ticket but left it at home. What do I do?

No problem – you can present your ticket on your mobile device. Alternatively, you can tell us your booking number and show us photo ID.

What if I lost my ticket?

As long as you still have an electronic copy of your ticket, you don’t need to present a physical copy. Alternatively, you can tell us your booking number and show us photo ID.

Do I need to check in when I arrive at the bus stop?

No, you don’t – you can simply present an electronic or printed ticket when you get on the bus.

I may be slightly late. Will the coach wait for me?

Unfortunately, no – our services operate on a strict schedule, so we won’t be able to wait for you if you’re running late.

How much time should I leave between connecting services?

We recommend you leave at least 30 minutes between the time you’re scheduled to arrive at your first destination and the time your connecting coach is scheduled to leave. If your Greyhound coach fails to arrive in time for your connecting service, please contact our Call Centre for assistance on 1300 473 946.

What happens if I’m late for my connecting service?

If your Greyhound coach fails to arrive in time for your connecting service, please contact our Call Centre for assistance on 1300 473 946.

My bus is late. What do I do?

Greyhound’s ‘Get You There Guarantee’ is a promise to our passengers that every service will arrive on time, depart on time, and have no mechanical issues. In the unlikely event that our coaches arrive or depart late or have a mechanical fault that causes a delay of 2 hours or more, we’ll give you your next trip free – see full terms and conditions here.

To track your coach’s progress and for real-time updates on service delays, use our Coach Tracker, or call our friendly Customer Service team on 1300 473 946.

TRAVEL WITH CHILDREN

Can unaccompanied minors travel with Greyhound?

No, for the safety of our passengers, all children (under 15 years) must be accompanied by a parent, guardian or chaperone for the duration of their journey. A Chaperone discount of 50% of full adult fare may be provided at our absolute discretion where the Chaperone returns to his or her original destination on the next available service.

What do I need to know when travelling with a child?

Children aged 3 to 14 years inclusive will receive 17.5% off the Greyhound adult fare. A chaperone discount of 50% of the full adult fare can be provided at our discretion; in these cases, the chaperone will need to return to their original destination on the next available service.

Infants must be accompanied by a parent or guardian for the duration of their journey. The parent or guardian accompanying the infant must purchase a ticket for themselves and pay 50% of the standard adult fare for a ticket for the infant. If the same parent or guardian is accompanying a second infant, the second infant will receive their ticket for free. Any additional infants accompanied by the same parent or guardian will be charged 50% of the standard adult fare. Nursed infants who are accompanied by two fully paying passengers will receive their ticket for free, up to a maximum of two infants.

Parents, guardians and chaperones can travel with more than one child but must take full responsibility for the children they travel with for the duration of their journey.

How can I keep children entertained on the bus?

A long trip can be challenging with small children – but it doesn’t have to be! With free WiFi and in-seat USB chargers on every Greyhound coach, it’s easy to keep boredom at bay. You can keep your devices charged and loaded with apps and entertainment to make the journey fly by for the kids. For more ideas check out out Guide to Coach Travel With Kids.

AFTER YOUR TRAVEL

Where can I see if a bus is on time?

You can find your coach and track your journey in real time with our Coach Tracker. Just head to our online coach tracker and enter your coach’s service number or location!

Will there be connecting public transport available at my destination?

All our coach stops are centrally located, so there will usually be public transport and/or taxis nearby. If you need help, just ask one of our friendly team!

I have left something on the bus. What should I do?

Any baggage that is left aboard a coach or in our Travel Centre will be carried to a central point, where it will be stored for no more than three months. To reclaim your lost luggage, contact our friendly Call Centre on 1300 473 946, or visit your nearest Greyhound Australia Travel Centre.

I would like to provide you with feedback on my trip; how can I do this?

To submit feedback about Greyhound and its services, simply visit our Contact Us page and fill out our feedback form.

BAGGAGE/LUGGAGE

What should I bring on the bus?

We recommend you bring a charging cable and your favourite device to take advantage of our in-seat USB chargers and free Wi-Fi. We also recommend you bring earphones, a jumper, a bottle of water – and, depending how long your trip is, a blanket, a pillow, and ear plugs.

Are any items prohibited in my luggage?

Yes, some items are prohibited in your luggage when you travel with Greyhound. Prohibited items include flammable goods, ammunition, animals, dry ice, fireworks and any dangerous or illegal goods. Transporting fruit and vegetables between some states is also prohibited under state quarantine laws; it’s your responsibility to make sure you comply with these laws.

What is the luggage / baggage allowance?

You can bring two pieces of checked baggage at a maximum of 20kg (44lb) each. You’re also entitled to one piece of hand luggage at a maximum of 8kg (17.6lb).

Can I bring more than two pieces of checked baggage?

Yes, but a charge will apply – you can bring three additional items of checked baggage weighing a maximum of 20kg (44lb) each at a cost of $10 per item. After those additional three items, extra baggage will be charged at our standard freight rates.

Can I take along my bike or surfboard?

Yes, you can bring your bike or surfboard, subject to room. A charge of $15 per surfboard, surf-ski or sailboard and $49 per bike will apply. Surfboards, surf-skis and sailboards need to be packed well in damage-absorbent material, and can’t be any longer than 2m (6.6ft).

Can I bring a pram or wheelchair?

Yes – prams and wheelchairs can be brought on board free of charge, regardless of how much baggage you have.

FOOD & DRINKS

Are meals included in my bus fare?

Food is not included with your ticket, but you can purchase meals and other refreshments at the meal break stops along the way.

Are there any meal or smoke breaks along the way?

This will depend on the length of your trip – refer to the digital timetable when you purchase your ticket, check our timetables online or call the Customer Service Team to check if your trip includes a meal break.

How much time do I have at a rest stop?

Breaks will typically last between 15 minutes to half an hour, but they do vary. Ask your driver how long the stop is to be sure.

Can I eat and drink on the bus?

You can eat and drink on-board, and you can bring your own snacks on board. You just can’t bring any hot food or any drinks without lids on the coach. Hot drinks with screw top lids can also be brought on board.

WIFI & ENTERTAINMENT

Is WiFi available on every bus?

Yes, WiFi is available on every Greyhound bus within Telstra coverage areas.

How do I connect to the WiFi on the Greyhound bus?

To connect to the WiFi on our coaches simply follow the following steps:

Step 1: Select GreyhoundWiFi from the list of available networks.

Step 2: Tick the “I accept the terms of use” checkbox when your browser automatically launches and then select Connect. Note: on some devices, the browser might not launch automatically, this you may be presented with a security warning prior to seeing this screen. In this case, accept the terms of use within your browser to access the connect screen for Greyhound WiFi.

Is the entertainment system available on my bus?

The entertainment system is currently being trailed in a limited number of coaches across Australia. If it is available on your bus there will be connection guide card in a seat pocket in front of you and entertainment signage on the seat headrests.

How to I connect to the entertainment system on my bus?

If the entertainment system is available on your coach follow the steps below to connect:

1. Go to WiFi settings on your mobile device

2. Select Greyhound Entertainment WiFi

3. When a welcome page appears select "Continue to Airfi"

4. Your device will be automatically registered to Greyhound Entertainment

5. Open your browser and search for airfi.aero

6. You should now be connected

SPECIAL NEEDS

I require special assistance when I travel. What should I do?

Passengers with special needs are required to contact Greyhound’s Customer Service team on 1300 473 946 to discuss your arrangements prior to departure. If you are not able to travel without requiring special assistance, a Carer, Personal Assistant or Chaperone will be required to accompany you on your travel. A discounted fare is available for the accompanying passenger. See our Special Needs & Assistance policy for more information.

Does Greyhound Australia offer easy access services?

Greyhound Australia is progressively rolling out new ‘Easy Access’ coaches onto nominated services throughout the Greyhound network. The ‘Easy Access’ coach offers a lift to enable mobility-impaired passengers to access and exit the coach. Please see our easy access services FAQs for more information. 

WEB TROUBLESHOOTING

What do I do if my computer freezes up while I am in the middle of making a booking?

If your computer freezes up while making a booking, don’t worry. Simply call our Call Centre on 1300 473 946 and let them know what’s happening. Our team will be able to help you solve any problems regarding your booking.

I am receiving an error message when trying to make a booking. What should I do?

If you receive an error message that you cannot 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.

FREIGHT & PARCELS

How can I send a parcel through Greyhound’s freight service?

Greyhound Freight delivers over 220,000 parcels, care packages, commercial goods and more each year, from major capital cities and country towns to the most remote places in Australia. Get a quote and an estimated delivery time online or call 1300 656 532 to arrange your freight consignment.

Where does Greyhound Freight go?

Greyhound Freight is a freight distribution service which operates a national freight network providing daily scheduled services which connect metropolitan hubs with regional and remote communities.

Greyhound Freight has capitalised on the available space within our Greyhound Passenger Coach network and combined this with our extensive network of Freight Depots and Authorised Greyhound Agents throughout Australia to enable us to provide a highly competitive road freight service.

To find out more please contact our call centre on 1300 656 532, your local freight depot/agent or by using our online quote/booking facility. Visit the Greyhound Freight website for more information on how to send or receive parcels through our freight network.