Queensland
Express FAQs



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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 through our booking engine here.

    Your ticket will then 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 and our reservations team will assist you.

    Please note that bookings made over the phone are subject to a transaction 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 made with a credit card. 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.

  • 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 into Brisbane Airport and may be delayed. Can I purchase a ticket at the Brisbane Airport?

    When travelling We recommend that you purchase Flexible fare in advance. 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 Brisbane Airport, we recommend that you purchase a Flexible fare to allow for any possible delays. 

    Bookings are required for the coach to stop & drop off at Brisbane International Airport.

  • Can I just turn up and buy a ticket off the driver at a stop?

    Some stops require advance bookings for the service to stop & drop off passengers. We recommend that you contact our booking office on 13 22 51 (4am - 7pm daily) to make a reservation or book online.  

  • 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?

    Premium Discount fares can be changed with no additional fee if another discount fare is available on the service you wish to change to. Otherwise the booking can be changed for $10 per person, per trip. Changes must be made 30 minutes prior to the original scheduled departure time.

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

  • I have purchased a Frequent Travellers Pass. Can I transfer or share the trips with another travellers?

    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.

  • 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 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?

    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.

     

    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.

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 our booking office in either Brisbane Transit Centre or Bell Street Mall, Toowoomba. 

    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 our booking office in either Brisbane Transit Centre or Bell Street Mall, Toowoomba.

    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.

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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