Canberra /
Sydney FAQs



For trickier questions, contact us

Have some questions? You may be able to find the answer you're looking for here in our most common queries.

Booking FAQs

  • How can I purchase a ticket on the Canberra ↔ Sydney service?

    There are three easy ways that you can book a ticket with Murrays:

    1. Online: You can book and pay for your ticket online through our booking engine. Your ticket will be sent to you via a confirmation email - simply show this email on the day of travel.

    Travelling from the Sydney International Airport? Booking your ticket in advance is required.

    2. Phone: Call our booking office on 13 22 51 between 4:00am - 7:00pm, 7 days a week. Bookings made via our call centre are subject to a booking fee.

    3. Murrays booking office: You can purchase a ticket from any of our booking offices. For office addresses and opening hours, click here.

  • What kind of payment options do you accept?

    Online: Online bookings can be either with a credit card or via Paypal. Murrays use a secure payment site for payments made through our website.

    Murrays booking office: Our booking offices can process your payment via credit card, debit card or cash.

    Phone: Phone bookings can be processed with a credit card. Bookings made via our call centre are subject to a booking fee.

    Please note credit card payments with American Express, Diners or Japanese Cards will attract a surcharge of 2%.

  • How can I purchase a discounted fare?

    Discounted fares can be purchased at least 1 day prior to travel. Tickets can be purchased online, from our booking offices, or you can call our booking office on 13 22 51 between 04:00am – 07:00pm, 7 days a week. Please note that discount fares are not available on all services, and booking over the phone may incur a fee.

  • I am trying to purchase a discount fare but can't find one?

    Discounted fares are subject to availability and may not be available on all services. Discount fares must be purchased at least 1 day prior to travel and are not available for purchase on the day of travel.

  • Can I sell my ticket to somebody else?

    No, all tickets are non-transferable. Photo identification in the form of a drivers licence, passport and/or concession or student card may be required when boarding. Failure to produce photo ID or concession cards may result in your ticket being cancelled.

  • I have booked the wrong date. Can I change my booking?

    The ability to change your booking is dependent on the type of fare you have purchased. Click here to learn more about our fare types.

    Bookings can be changed online or by calling our booking office on 13 22 51 (4am - 7pm, 7 days a week). All changes must be made 30 minutes prior to the original scheduled departure time. Failure to make a change to your booking 30 minutes prior to scheduled departure will result in your ticket and fare being forfeited. Changes to another service are subject to seat availability. When changing the booking, passengers must nominate a new travel date at the time of change. All changes to bookings are subject to our terms and conditions and any applicable fees.

  • How do I make an unaccompanied minor booking?

    Children under the age of 15 years are not permitted to travel unaccompanied on any Murrays Australia service. All children under the age of 15 must be accompanied by a paying adult (over the age of 18 years). Proof of age for the accompanied person must be shown upon departure. If no identification is provided, travel may be refused for both passengers. The person accompanying the child under the age of 15 years old must accept full responsibility for the child during the journey.

  • I am travelling from overseas and may be delayed. Can I purchase a ticket at the Sydney International Airport?

    A Murrays representative will be at the Sydney International Airport who will be able to assist you. Alternatively, you can make a booking online or contact our booking office on 13 22 51 (04:00am – 07:00pm, 7 days a week).

    When travelling with Murrays from the Sydney International Airport, we recommend that you purchase a Flexible fare to allow for any possible delays.

  • Where can I view your terms and conditions?

    A full set of terms and conditions can be found here.

  • I'm having trouble booking online. What should I do?

    When booking online we recommend keeping your browser software up to date as some older versions may not be supported.

    If you have a problem you can't resolve you can call our Booking Office on 13 22 51 between 4am - 7pm, 7 days a week.

    Contact Us

Ticket FAQs

  • I have booked a Fully Flexible fare. Can I change my booking?

    Any changes to a Flexible fare must be made 30 minutes prior to the original scheduled departure time. Bookings can be changed online or by calling our booking office on 13 22 51 (4am - 7pm, 7 days a week). 

    For more information on our fare types, please see our Express Fare Comparison.

  • I have booked a Hot Discount fare. Can I change my booking?

    As outlined in our terms and conditions, Hot Discount fares cannot be changed.

    For more information on our fare types, please see our Express Fare Comparison.

  • I have booked a Premium Discount Fare. Can I change my booking?

    A Premium Discount fare is changeable for a $10 fee per person per trip. If the service changed too is a premium discount of the same or lesser value then no change fee applies. Changes must be made 30 minutes prior to original departure time.

    For more information on our fare types, please see our Express Fare Comparison.

  • Can I change my booking online?

    The ability to change your booking is dependent on the type of fare you have purchased. Click here to find more information about fare types.

    Bookings can be changed online or by calling our booking office on 13 22 51 (04:00am - 07:00pm, 7 days a week). All changes must be made 30 minutes prior to the original scheduled departure time. Failure to make a change to your booking 30 minutes prior to the scheduled departure will result in your ticket and fare being forfeited.

    Changes to another service are subject to seat availability. A new travel date must be nominated when changing a booking. Changes to your pick up and drop off locations can only be made by calling our booking office 30 minutes prior to your original scheduled departure time, on 13 22 51 between 04:00am - 07:00pm, 7 days a week. Any changes to bookings are subject to our terms and conditions and any applicable fees.

  • I have purchased a Frequent Travellers Pass. Can I transfer a trip to another person?

    A Frequent Travellers Pass is purchased and issued to the purchaser only for travel who must join or be a member of the Murrays Loyalty Club. Trips can not be transferred to any other passengers for use.

    Photo identification in the form of a drivers licence, passport and/or concession or student card may be required when boarding. Failure to produce photo ID or concession cards may result in your ticket being cancelled.

  • I am running late for the service I am booked on. Can I change my booking?

    The ability to change your booking is dependent on the type of fare you have purchased. For more information on our fare types, please see our Express Fare Comparison.

    Bookings can be changed online or by calling our booking office on 13 22 51 (04:00am - 07:00pm, 7 days a week). All changes must be made 30 minutes prior to the original scheduled departure time. Failure to make a change to your booking 30 minutes prior to the scheduled departure time will result in your ticket and fare being forfeited.

  • How can I get a copy of my booking / itinerary?

    You can manage your own booking via our Manage My Booking system. You will need your reservation number and the surname that was entered at the time of booking.

  • I don't know my reservation number. How do I access the Manage My Booking section?

    You can find your reservation number listed in the email confirmation that you received at the time of making your booking.

    If you can’t remember your reservation number or find the email confirmation, you can contact our booking office on 13 22 51 (04:00am – 07:00pm, 7 days a week) or forward an email to reservations@murrays.com.au and we will be happy to assist.

  • Can I get a refund on the ticket that I have purchased?

    Murrays do not offer refunds or credits on any bookings made on our express services. Bookings are non-transferable and cannot be used by another person in the event that you are unable to travel.

    You can change your booking up to 30 minutes prior to the departure time, provided you have purchased a fare that allows changes. You will need to advise your new date/time of travel at the time of making the change. Any changes to bookings are subject to our terms and conditions and any applicable fees.

    Photo identification in the form of a licence or passport (including concessions, seniors and student ID) may be requested when boarding the coach.

    If the passenger fails to board the coach at the scheduled time on your booking, this will result in the fare and ticket being forfeited.

  • Can I open date my ticket?

    Flexible fares have the ability to be open dated for 6 months from the date of purchase. Please refer to our terms and conditions for full details about Flexible fares.

    Our Hot Discount and Premium Discount fares do not have the ability to be open dated.

    Please call our booking office on 13 22 51 to arrange an open dated ticket.

  • Can I change the pick up / drop off location of my booking?

    Changes to your pick up and set down location cannot be made online. You will need to contact our booking office on 13 22 51 between 04:00am – 07:00pm, 7 days a week. Any changes to bookings are subject to our terms and conditions.

    Please note that our Hot Discount fares are unable to be changed.

  • Which concession cards are accepted to qualify for a concession fare?

    All concession cards must be issued in Australia to qualify for a concession fare. Photo identification in the form of a licence or passport (including concessions, seniors and student ID) may be required when boarding the coach. Concession and student fares are only available to Australian residents and cardholders. The following concession cards are accepted:

    • Australian school student ID cards (issued by the school)
    • Backpacker and YHA cards
    • Pension and Senior cards
    • Disability Pension cards
    • Health Care cards
    • Centrelink Concession travel cards; and
    • Australian Defence ID cards.

    Customers travelling on our Wollongong and South Coast service are entitled to NSW government concession scheme. To find more information about the eligible concession, please visit NSW government transport website http://www.transport.nsw.gov.au/concessions.

General Travel FAQs

  • Do you pick up or drop off at the Sydney Domestic Airport?

    Murrays only pick up and drop off at the International Airport (T1). If you are travelling to/from the Domestic Airport (T2 or T3), you will need to transfer between the International terminal and Domestic terminals.

    Passengers travelling to and from the Sydney International Airport should ensure that they have allowed sufficient time for traffic, flight delays, transfer times and check-in times from your airline.

    *Travel Tip* - Purchase our Flexible Fare for your return journey so you have the flexibility to change your booking should you have a change in your travel plans.

     

    Transfer options to Domestic Airport
    T-Bus Service
    Passengers travelling into and out of the domestic airport can now use the Sydney Airport’s complimentary T-Bus shuttle bus service between the T1 International and T2/T3 Domestic terminals. The service operates frequently throughout the day, 7 days a week, between 6.00am and 8.50pm. Bus stops are located on the Arrivals level outside each terminal. For more information, contact the Sydney Airport Customer Care Centre on 133 SYD.

    Train
    Airport Link offers a $6.20 (one way, per person) single transfer ticket for passengers travelling between the T1 International and T2/T3 Domestic terminals. However, pricing does vary if the traveller is using an Opal Card. The journey takes only two minutes and there are frequent services between 5am and midnight, seven days a week. For information on ‘GatePass’, please refer to the AirportLink website.

  • Can I bring hot food and drinks on board the coach?

    Eating on the coach is permitted but, for the comfort and safety of other passengers, we do not allow hot food or drinks on board. Non-alcoholic drinks are permitted, but for safety purposes, drinks in glass bottles are not allowed on board. The consumption of alcohol is not permitted on board the coach.

  • I am travelling with a mobility aid and would like to book on one of your services?

    Passengers that require any special travel arrangements are asked to contact our booking office on (61) 13 22 51 between 04:00am – 07:00pm, 7 days a week to assist with your travel plans, or forward an email to reservations@murrays.com.au.

  • What time do I arrive before my scheduled departure?

    Coaches commence loading 30 minutes prior to departure at the Canberra Jolimont Centre and Sydney Central Station.

    All passengers must board the coach 10 minutes prior to the scheduled departure time. Failure to board the coach within 10 minutes of the departure time may result in your fare and seat being forfeited.

  • Can I bring my pet on the coach?

    No pets are allowed to travel on the coach other than guide dogs or registered companion dogs.

  • Do Murrays coaches have seat belts, air-conditioning and toilet facilities?

    All Murrays coaches have seat belts, air conditioning and toilet facilities.

  • What happens if I fail to board the coach at my scheduled time?

    Failure to board the coach within 10 minutes of the departure time will result in your fare and seat being forfeited.

  • Am I able to reserve a window seat for my travel?

    Allocated or reserved seating is not available and seating is based on a first come, first served basis.

  • I have friends meeting me at my destination. What time will my coach arrive?

    Murrays have a facility for your friends and family to track the location of your coach so they can meet you at your destination.

    You will need your booking reservation number to access the tracking facility. Please note our tracking system is for informational purposes only and may be delayed by up to 5 minutes. The vehicle can only be tracked once the journey has commenced.

    Track coach

     

  • Is Wi-Fi available on express coaches?

    We offer free onboard WIFI to our passengers to connect while travelling wherever we can along our routes.  Due to the nature of the mobile connections, speeds and connectivity this may vary depending on where we are and how many people are online.

    *Free wifi & usb chargers may not be available on every service.

  • Are USB chargers available on express coaches?

    USB chargers are available on every seat on Murrays express coaches.

  • I am travelling on a service. Will it depart on time?

    Our services depart on time at the scheduled departure time.  All passengers must board the coach 10 minutes prior to the scheduled departure time. Failure to board the coach within 10 minutes of the departure time will result in your fare and seat being forfeited.

  • Does the service pick up and drop off at Liverpool or Strathfield (Sydney)?

    Murrays only offers pick up and drop offs at Sydney Central Station (486 Pitt St, Sydney), Sydney International Airport (Bay 9) and the Canberra Jolimont Centre. We do not operate any other pick up or drop off destinations along the way on our Sydney/Canberra service.

  • Do you pick up passengers from Goulburn?

    Murrays offers a non-stop service departing from Sydney and Canberra. We do not pick up or drop off at any other destinations along the way on our Sydney/Canberra service.

    We do, however, pick up and drop off at Goulburn daily on our Canberra to Wollongong service.

  • How long will it take to reach my destination?

    For approximate travel durations, please consult your ticket or our timetables here. Travel duration times are subject to change due to traffic and weather conditions. Murrays highly recommends that when making travel plans you ensure that a contingency is in place for unforeseen circumstances that may occur that are out of our control.

  • Do I need a printout of my ticket?

    You do not require a print out of your ticket. We recommend that you have your reservation number and your photo identification in the form of a licence or passport (including concessions, seniors and student ID) as this may be required when boarding the coach.

  • I will be driving to the Jolimont Centre. Can I park my car and leave it at the Jolimont Centre?

    There is 24/7 paid parking available nearby at the Canberra Centre, which is a large multi-level shopping centre. The Canberra Centre is located on Bunda Street, Canberra City.

    More information can be found here: https://www.canberracentre.com.au/visit/getting-here/parking

Luggage FAQs

  • I have a number of bags and bulky items - can I travel with them?

    The total amount of included luggage per fare-paying passenger is:

    - one suitcase (no more than 32 kgs) to be stowed in the underneath storage compartment; and

    - one small carry on bag, with no wheels, is able to be taken on board the coach and must be able to be placed underneath the seat in front or above in the overhead baggage area.

     

    Anything in excess of this is subject to the following additional charges:

    - Extra suitcase/bag weighing no more than 32kg - $10 per additional bag

    - Surfboard, ski's and snowboards; pushbikes (must be in a box, bike bag or hardcase); golf bags; large packages/boxes (no more than 32 kgs) - $20.00 per item

    - Prams and wheelchairs – free of charge

    - No items over 32kg will be carried.

     

    Excess luggage may not always be able to travel on the same service as passengers and may need to be carried on a later service. Any items carried on a later service will be available for collection at either Murrays Jolimont Centre in Canberra or at 486 Pitt Street, Central Station, Sydney.

    For alternative arrangements, please call our booking office on 13 22 51.

  • What items are not permitted to travel with me on one of your services?

    For safety reasons, dangerous goods and flammable items cannot be carried on any Murrays service.

    Due to concerns around hygiene, disease, vermin and the comfort of other passengers, Murrays does not allow the carriage of bulk quantities of food, plant or animal products.

  • Can I bring a bike or sporting equipment (golf bag or surfboard) with me?

    The total amount of included luggage per fare-paying passenger is:

    - one suitcase (no more than 32 kgs) to be stowed in the underneath storage compartment; and

    - one small carry on bag, with no wheels, is able to be taken on board the coach and must be able to be placed underneath the seat in front or above in the overhead baggage area.

     

    Anything in excess of this is subject to the following additional charges:

    - Extra suitcase/bag weighing no more than 32kg - $10 per additional bag

    - Surfboard, ski's and snowboards; pushbikes (must be in a box, bike bag or hardcase); golf bags; large packages/boxes (no more than 32 kgs) - $20.00 per item

    - Prams and wheelchairs – free of charge

    - No items over 32kg will be carried.

     

    Excess luggage may not always be able to travel on the same service as passengers and may need to be carried on a later service. Any items carried on a later service will be available for collection at either Murrays Jolimont Centre in Canberra or at 486 Pitt Street, Central Station, Sydney.

    For alternative arrangements, please call our booking office on 13 22 51.

  • I am missing my bag. Who do I call to locate lost property?

    Please contact our booking office on 13 22 51 (4:00am – 07:00pm, 7 days a week) or forward an email to reservations@murrays.com.au detailing the item missing and the service that you travelled on.

    Murrays accepts no responsibility for loss or damage to luggage arising out of or in any way incidental to the service or the accommodation or the transfer of any luggage between the vehicle and any place of accommodation whether such loss or damage may be due to alleged negligence or misconduct on the part of the company, its employees or agents or otherwise whoever.

  • Can I store my luggage at any of your booking offices?

    For security purposes, unfortunately we are unable to store or hold luggage at any of our booking offices.

Loyalty Club FAQs

  • How do I join the Murrays Loyalty Club?

    Joining the Murrays Loyalty Club is simple and free of charge. To become a member sign up online here.

    • Once you have registered as a Murrays Loyalty Club member, you will be issued with a membership number.
    • Murrays Loyalty Club Members who book 5 trips on the Sydney↔Canberra or Queensland (Brisbane↔Toowoomba/Chinchilla) express services in a 12-month period will receive 1 free trip on the Sydney↔Canberra or Queensland Express service.  (One trip consists of one sector - being either: Sydney to Canberra or Canberra to Sydney; Or Brisbane to Chinchilla or Chinchilla to Brisbane).
    • The Murrays Loyalty Club is only valid on the Sydney↔Canberra or Queensland express services. Not available on any other route service or special event packages.
  • What if I have forgotten my Loyalty Club number?

    Forgotten or misplaced membership number details may be retrieved online here. Alternatively, please call our booking office on 13 22 51 (04:00am - 07:00pm, 7 days a week) and our reservations staff will be happy to assist.

  • I have forgotten my password. What should I do?

    Your password is your day and month of birth and the contact phone number you entered at the time of registration.

    If you require any further assistance please contact our booking office on 13 22 51 between 04:00am – 07:00pm, 7 days a week or forward an email to loyaltyclub@murrays.com.au.

  • I want to redeem my free trip. What do I need to do?

    Once you have qualified for a free trip, your free trip will be allocated to your account for you to use within 6 months from the date of issue.

    Your free trip can only be booked online. No phone or counter bookings can be made.

  • Can I join the Murrays Loyalty Club over the phone or via email?

    You can only join the Murrays Loyalty Club online here.

  • Can I change my free Loyalty Club booking?

    Free loyalty club trips may be changed online or by calling our booking office on 13 22 51 (04:00am - 07:00pm, 7 days a week) or visiting any Murrays booking office.

    Any changes are subject to our terms and conditions.

  • How long do I have to use my free trip?

    You have 6 months from date of issue to use your free trip.

  • Do I need to enter my Murrays Loyalty Club number every time I travel?

    Yes, you need to ensure your membership number is entered on every occasion when booking online. This will allow your booking to be allocated to your membership account.

  • Can my friend use my Loyalty Club number for their booking?

    The Loyalty Club member must travel on any booking made on their account. The booking may include additional passengers, however the member must travel with those additional passengers in order to have the trips added to their account.

    Free Loyalty Club trips can only be used by the registered Murrays Loyalty Club member. Free trips cannot be transferred to family members or other travelling passengers.

    Please note that photo identification in the form of a driver’s licence, passport, and current Government issued concession card, seniors card or student ID may be requested when boarding the coach.

  • I am a Loyalty Club member, but I forgot to enter my membership number when I made my booking. What should I do?

    Please contact our booking office on 13 22 51 (04:00am - 07:00pm, 7 days a week) or visit any Murrays booking office for assistance.

  • I have booked and travelled in the last couple of months. Can I claim these trips?

    Any trips taken prior to registering as a member cannot be claimed to your account.

    Please contact our booking office on 13 22 51 (04:00am - 07:00pm, 7 days a week) or visit any Murrays booking office for further assistance.

  • Do I earn rewards on every trip that I book & travel on?

    The Murrays Loyalty Club free trip offer is only valid on the following participating services:

    Sydney ↔ Canberra
    Brisbane ↔ Toowoomba
    Brisbane ↔ Chinchilla

    Earning benefits are only available on participating services and you will need to review your booking confirmation for the fare type you have purchased as some fare types are excluded on receiving benefits.  See fare categories for full conditions as Super HOT discount fares.& promotional offers fares are excluded from earning rewards.

     

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