Frequently Asked
Questions



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 a Murrays 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 here. Your ticket will be sent to you via a confirmation email - simply show this email on the day of travel.

    2. Phone: Call our booking office on 13 22 51 between 4:00am - 7:00pm, 7 days a week.

    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 made with a credit card. Murrays use a secure payment site for payments made through our website.

    Murrays booking office: Our booking office at the Jolimont Centre in Canberra 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%.

  • 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?

    Bookings can be changed 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.

  • 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

  • Can I change my booking online?

    Bookings can be changed 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 am running late for the service I am booked on. Can I change my booking?

    Bookings can be changed 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 by calling our booking office on 13 22 51. 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?

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

  • 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);
    • Pension and Senior cards;
    • Disability Pension cards;
    • Centrelink Concession travel cards; and

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

General Travel FAQs

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 Murrays Jolimont Centre in Canberra.

    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 Murrays Jolimont Centre in Canberra.

    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?

    Contact our booking office on 13 22 51 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.

Can't find the answer you're looking for?
Contact our friendly reservations staff on
and they'll be happy to answer any queries you have.