Frequently Asked Questions

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 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. 

Online: Online bookings can be made with a credit card or 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%. 

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. 

Passengers that require any special travel arrangements are asked to contact our booking office on (61) 13 22 51 with your travel plans, or forward an email to reservations@murrays.com.au. 

For more information, visit our Special Assistance page.

When we organise special assistance for a passenger there are a few things we need to arrange behind the scenes. These can include the rostering of vehicles, reviewing pick-up/drop-off locations and ensuring trained staff are available to help on the day. As each person’s needs vary, we feel that the personal approach of booking over the phone or email allows us to give the best experience possible. Of course, the booking fee will be waived.

For more information about accessible travel, visit our Special Assistance page.

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 for assistance.

Our booking website uses HTTPS for secure communication and our digital certificate are issued by verisign authority to online.murrays.com.au. To mitigate credit card fraud risk, we do not permanently store credit card details into our system. 

Before submitting your personal details on our website, help secure your online security by checking that your computer and use of the Internet is as secure as possible. To learn more about how to protect yourself and complete online transactions safely please visit the Stay Smart Online website. 
 
Stay Smart Online is owned and administered by the Department of Broadband, Communications and the Digital Economy. 

The Murrays online system undergoes weekly routine maintenance on Monday from 1am until 2:30am EST. During this maintenance period we are unable to accept any online bookings. 

Murrays do not engage the services of third parties when promoting Murrays services. Nor do we offer discount codes, coupons or offers to third parties.  In the event you have found a discount code or offer on a third party website this is fake or is known to be a scam.  These fake coupons & offers found on these websites will not be valid when purchasing a ticket on any Murrays Express Service.  

For more information or reporting a scam visit www.scamwatch.gov.au 

It depends on which type of ticket you purchased.  

Flexible fare 

Any changes to a Flexible fare must be made 60 minutes prior to the original scheduled departure time. Bookings can be changed online or by calling our booking office on 13 22 51.  

Premium Discount fare 

A Premium Discount fare is changeable for a $10 fee per person per trip. If the service changed to has a premium discount fare of the same or lesser value then no change fee applies. Changes must be made 60 minutes prior to original departure time. 

Hot Discount fare 

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. 

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 60 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. 

No, all tickets are non-transferable. Photo identification in the form of a driver’s 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. 

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. Any changes to bookings are subject to our terms and conditions. 

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

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. All changes must be made 60 minutes prior to the original scheduled departure time. Failure to make a change to your booking 60 minutes prior to the scheduled departure time will result in your ticket and fare being forfeited. 

Sydney Canberra Express 

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. 

Queensland Express Services 

All passengers should be at the scheduled stop 10 minutes prior to the scheduled departure time.  

Narooma and Wollongong Services 

All coaches commence loading 30 minutes prior to departure at the Canberra Jolimont Centre. For all other stops, it is recommended that you are at the scheduled stop 10 minutes prior to your scheduled departure time. 

You can track the arrival of your coach at your departure location with our coach tracker. Simply enter your reservation number from your confirmation email. 

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. 

Eating on the coach is permitted but, for the comfort and safety of other passengers, we do not allow hot food 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. 

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

Read more about travelling with Guide dogs or companion dogs on our Special Assistance page.

Our Sydney ⇆ Canberra service stops at the Sydney International Airport. Check our timetable here for available times.

Some Toowoomba ⇆ Brisbane and our Chinchilla ⇆ Brisbane services stop at Brisbane Domestic Airport. Click here to view timetables.

No, we only stop at the Sydney International Airport.

To transfer between the Sydney International and Sydney Domestic Terminals, you can use the Free Terminal Shuttle service, the AirportLink train or a Taxi.

Unfortunately we do not have facilities to purchase tickets from Sydney Airport, and we recommend you purchase in advance to avoid missing out. 

If you are at the airport and would like to purchase a ticket, you can make a booking online (up to 85 minutes prior to departure) or over the phone. Please note, however that there is a $5 booking fee for phone transactions.

If you are travelling internationally, we recommend that you arrive 3 hours prior to your departure time. 

We recommend booking a service at least two and a half hours after your scheduled arrival time.

If your flight has been delayed and we recommend you change your ticket online using our Manage Booking Feature to a later service at least 2.5 hours after the estimated arrival time prior to departing from your point of origin.

If there are no seats available on the web then change your ticket to a later date, and when you arrive call us on 13 22 51 or see our staff/driver on kerb for assistance.

Please note that while we will do our best to help, we may not be able to accommodate you if you do not a valid ticket for that service.

If you have missed your service at the airport, please call 13 22 51 to book a new ticket on the next available service, or book online. We are not permitted to sell tickets kerbside at the airport.