Special Assistance

We welcome everyone onboard our services and strive to ensure that all passengers travel with comfort, safety and dignity. 

To make an accessible booking or if you require special assistance we ask that you contact us directly on (61) 13 22 51 or email us at reservations@murrays.com.au. This allows us to arrange the best possible experience for you on the day of travel.  Of course, the booking fee will be waived. 

Passengers travelling with a mobility aid

Passengers travelling in a manual or motorised wheelchair will be lifted in a lift, while seated in their wheelchair to gain access to the coach. The passenger will then be moved from their wheelchair into the coaches ADR compliant seat, using a slideboard if necessary. The wheelchair will be stored underneath the vehicle for the duration of the trip.  

If this is not possible, the passenger may be able to travel seated in their wheelchair, which will be anchored to the floor, providing that the wheelchair complies with either:

• Australian Standard AS/NZS 3696.19 
• International Standard ISO 16840-4:2009 

Non-compliant wheelchairs and scooters cannot be used while travelling and must be stowed in luggage compartments or secured inside the coach cabin using the anchorage system.  

If you are travelling with a mobility aid, please contact our booking office on (61) 13 22 51 or forward an email to reservations@murrays.com.au so we can assist with your travel plans. 

Passengers with a carer

If you are unable to travel alone and require assistance, you must travel with a carer or chaperone. A 50% discount on the full adult fare (express ticket only) is offered to the carer to accompany the passenger. Tickets must be booked by phone and any booking fee will be waived. Coach drivers/staff are only permitted to provide basic assistance. Drivers are unable to assist with access to facilities, lift or carry passengers, administer medicines or perform any medical procedures.

Passengers travelling with a medical condition

If you have a medical condition, it is recommended that a carer/chaperone accompany you on their journey. In the event that you become ill during the journey, the appropriate emergency services will be contacted and the continuation of travel will be determined by the emergency services personnel. Our coach drivers are not trained or permitted to administer any medicines or perform medical tasks.

Passengers travelling with a Service Dog

Certified and Registered Service Dogs are welcome on-board Murrays Coaches. Certified Assistance Animals can travel free of charge when in the company of the passenger, provided they pose no risk or hinder the safe operation of the service. An extra seat will be allocated for the Assistance Animal. If two seats together are not available, the Passenger will need to choose another service that has sufficient seats available.

A service dog is trained to aid a person with a disability. Service Dogs include Guide Dogs, Hearing Dogs and Assistance Dogs.

For passengers who need to travel with a service dog please call us on 13 22 51 and one of our friendly team members will assist you to make your booking. The telephone booking fee is waived in this instance.

Murrays Coaches accepts that Service Dogs have been trained to assist with a disability to alleviate the effect of the disability and meet the standards of hygiene and behaviour that are appropriate for an animal in a public place. The passenger will be required to carry absorbent matting as well as be able to meet the needs of the animal during travel.

Assistance whilst travelling

Passengers that require any special arrangements when they travel are asked to contact our booking office on (61) 13 22 51 between 5:30am - 6pm, 7 days a week and a supervisor will assist with your travel plans. The phone booking fee is waived for this assistance. Alternatively you may send an email to reservations@murrays.com.au.

Assistance with Booking

If you are unable to use our website to make a booking and require assistance, please contact the Murrays booking office on (61) 13 22 51 between 5:30am - 6pm, 7 days a week and a supervisor will assist with your travel plans. The booking fee is waived for this assistance. Alternatively you may send an email to reservations@murrays.com.au.

Vision or Hearing Impaired Travellers (TTY/National Relay Service Users)

A free TTY (text phone) service is available to our website users who would like to have a Relay Officer assist in their conversations with Murrays. This service is provided by the National Relay Service (NRS). NB: This service is subject to the hours of operation of the NRS service.

Users who are deaf or have a hearing or speech impairment can call through the National Relay Service:

• TTY users phone 13 36 77 then ask for the Murrays telephone number (61) 13 22 51 for Murrays Express Services (available 5:30am - 6pm).
• Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for Murrays Express Services (available 5:30am - 6pm).
• Internet relay users connect to the NRS (see www.relayservice.gov.au for details) and then ask for Murrays Express Services (available 5:30am - 6pm).