TERMS AND CONDITIONS
Conditions of Carriage
This ticket is issued subject to the terms and conditions set out below. The passenger, by accepting and using the ticket, confirms that he/she has been given an adequate opportunity to read and understand the terms and conditions and that he/she is aware of all the terms printed in bold.
Tickets are not transferable and are valid for use only by the person to whom it has been issued and for the date and time shown thereon. It is the passenger’s responsibility to ensure that the correct information is shown on the ticket. If a passenger should stop or interrupt or deviate his/her journey, then a separate ticket at the appropriate fare for each individual further journey will be required.
Any alteration to the text or copy of a ticket will render it invalid. Any change requires the issue of a replacement ticket.
Changes to Booked Reservations: Cancellations, re-bookings and refunds
A passenger has the right to cancel an advance booking provided the cancellation is not less than 72 hours prior to the scheduled departure time and will be entitled to a refund subject to the imposition of a cancellation fee of 20% of the price of the ticket. In the event of any cancellation of the advance booking being less than 72 hours or greater than 12 hours prior to departure time no refund will be allowed and only a travel voucher valid for 6 months will be permitted or a re-booking subject to a cancellation or re-booking fee of 50% of the original ticket prices. Any increase in the cost/price of the ticket in the event of a re-booking will be for the account of the passenger, payable immediately on making the re-booking. Should the cancellation request occur less than 12 hours before departure, a 100% cancellation fee will apply. Any request for a rebooking must be accompanied by the original ticket. The reservations agency and/or Greyhound/Citiliner may at their own discretion, levy an administrative fee for a rebooking. Re-bookings may be made at Greyhound offices, the 24 hour Customer Care facility (087 352 0352), or any authorised travel agent, i.e. Computicket or Shoprite Checkers.
Re-bookings requested in excess of 72 hours of the scheduled departure time will be subjected to a rebooking fee of 20%. In all instances, with any re-bookings, any increase in fare at the time of the re-booking being requested, will be for the account of the passenger. Should the rebooking be less than the original amount paid, this will be refunded in cash, credit card/debit card refund or travel voucher valid for 6 months. If the re-booking is requested less than 72 hours and greater than 12 hours prior to the scheduled departure time, the re-booking will be subject to a rebooking fee of 50% of the original ticket price. In all instances, with any re-bookings, any increase in fare at the time of the re-booking being requested, will also be for the account of passenger payable immediately on making the re-booking. Should the re-booking request occur less than 12 hours before departure, a 100% re-booking fee will apply. Any re-booking must be accompanied by the original ticket. The reservations agency and/or Greyhound/Citiliner may at their own discretion, levy an administrative fee for a rebooking. Re-bookings may be made at Greyhound offices, the 24 hour Customer Care facility (087 352 0352), or any authorised travel agent, i.e. Computicket or Shoprite Checkers.
Refunds: Refunds will only be given in respect of tickets cancelled in excess of 72 hours of the scheduled departure time with a 20% administration fee. Any cancellations requested less than 72 hours of the scheduled departure, can only be rebooked, valid for a period of 6 months. Tickets cancelled less than 72 hours and greater than 12 hours of the scheduled departure time will be subject to a 50% rebooking fee. Refunds requested less than 12 hours of the scheduled departure time, a 100% cancellation fee will apply. In all instances, with any re-bookings, any increase in fare at the time of the re-booking being requested, will also be for the account of the Passenger. All refund applications must be submitted to Greyhound Customer Care (087 352 0352) or may be submitted to any Greyhound Office. Refunds are not permitted where a passenger failed to check-in within the allocated time (30 minutes prior to departure time). This constitutes a no-show and a 100% cancellation fee will apply.
Passenger Late Arrival
Any passenger who arrives 2 hours after the scheduled departure time of the service, the ticket may be subjected to a cancellation fee of a 100% and passenger will be required to book a new ticket on another service. If the passenger arrived within 2 hours after the scheduled departure time of the service the passenger may be entitled to a 50% refund of the original ticket price at Management Discretion. A full refund will only be issued for proof of death, hospitalization or severe illness of the passenger. Exceptions to the ruling on late arrivals can only be made by Greyhound/Citiliner Management contactable on 087 352 0352. All requests for refunds must be sent to firstname.lastname@example.org with a copy of the original ticket. No refund will be processed at terminal level for any late arrival.
Passengers are required to be at the departure point 30 minutes before the departure time shown on the ticket. Any seat not filled within 10 minutes prior to the scheduled departure time, may be offered for sale to standby passengers.
Each passenger is permitted to take free of charge, at own risk, two suitcases not exceeding 80cm x 60cm x 30cm in size, of a total mass not exceeding 30kg. Greyhound/Citiliner has the right to refuse the carriage of luggage that does not comply with these conditions.
Large items must be placed in the designated luggage compartment and loaded only by an employee or agent of Greyhound/Citiliner. Passengers must obtain a Greyhound/Citiliner luggage sticker when boarding.
Unaccompanied luggage will not be conveyed.
Greyhound/Citiliner’s liability for any loss or damage to passengers’ luggage or personal property will be limited to a maximum of R1000,00 per claim in circumstances where Greyhound/Citiliner acted with gross negligence or fraudulent intent.
Passengers should not place valuable items such as cellular phones, jewellery, laptops or other computer equipment, electronic items, cash, credit cards, spectacles, sun glasses and fragile or perishable items in the luggage compartment.
Baggage must be adequately secured and locked at all times. Baggage is designed to protect its contents and as such Greyhound/ Citiliner will not accept liability for damage to items such as zips, handles, wheels or for general ‘wear and tear’ on any baggage. Any claim for missing luggage must be submitted to us within 48 hours of the arrival of your journey. Greyhound/ Citiliner reserves the right to trace any lost luggage for 7 days from the reported loss. Excess luggage will only be accommodated subject to space availability and will be charged at R4.00 per kilogram.
Greyhound/Citiliner will not allow firearms or any harmful chemicals, explosives, or toxic substances to be carried on to the coaches.
It is the responsibility of passengers to ensure that luggage or personal property is not left on the coaches when disembarking. If luggage or personal property is left on the coaches and not claimed by the owners within a reasonable period of time, Greyhound/Citiliner will use all reasonable efforts to contact the relevant passenger. Greyhound/Citiliner will keep the luggage or personal property in safe storage for a period of 3 (three) months. Thereafter, Greyhound/Citiliner will be entitled to dispose of the luggage or personal property in any manner it deems fit without any liability to the passenger
Greyhound/Citiliner does not provide general insurance cover for its passengers, their property or luggage. It is the responsibility of the passenger to ensure that he/she is adequately insured.
It is an offence to smoke on our coaches. This includes electronic cigarettes.
Unaccompanied children & Infants
No unaccompanied children under the age of 12 will be conveyed. Proof of identity will be required when the ticket is purchased and on boarding the coach. Children over the age of age of two will be required to purchase a ticket and the child fare will apply. Infants under the age of two travel free of charge, provided they sit on an adults lap.
Alcohol may not be consumed on Greyhound/Citiliner coaches and intoxicated passengers will not be conveyed. Any intoxicated passenger found on board will be instructed to disembark immediately. Strictly no drugs.
No animals will be conveyed, with the exception of a trained guide dog accompanying a blind person.
Passengers must ensure that they are in possession of a valid passport and required travel documents for all cross-border journeys. You must be 18 years and older to travel Cross Border unaccompanied. Greyhound/Citiliner accepts no responsibility for passengers who are not in possession of proper and valid travel documents, nor where entry to any country or territory is refused to any person for any reason. No passenger shall have any claim of any nature against Greyhound/Citiliner or its appointed agents, should he/she be prevented from undertaking, or continuing with any journey as a result thereof. Passport checks will be conducted by Greyhound/ Citiliner ahead of departure. Immigration Amendment Act: New regulations came into effect on 01 June 2015 which impacts on any Cross Border travel with children under the age of 18. Contact your nearest Embassy or Consulate for up to date information.
No standing passengers shall be conveyed. Passengers may not lie or sit in the aisle or toilet of the coach. No luggage may be stowed in the aisle or toilet of the coach.
You and your unborn child’s safety is our priority. Unless you are in possession of a medical certificate stating that you are fit to travel, you are advised not to make a booking and board any of our coaches. The following rules apply to passengers that are more than 28 weeks into their term:
- Between 28 and 35 Weeks- A Medical Certificate stating that the passenger is fit to travel must be handed to the crew when boarding.
- More than 36 Weeks- Due to safety regulations, passengers that are further than 36 weeks into their pregnancy, will not be accepted for travel.
Special needs Passengers and Passengers with medical requirements
Special needs passengers requiring assistance will be accommodated and may be limited per coach on the basis set out in this paragraph. Passengers unable to ascend/ descend coach stairs may be accommodated on select departures only or may be required to select the Luxury class cabin on the Dreamliner fleet (lower deck) or on the lower deck on standard Premium Class double Decker coaches or single decker coaches. This is done for your own safety. Regrettably this is the only manner in which we can accommodate special needs passengers.
Bookings for special needs passengers must be facilitated via the Greyhound Customer Call Centre. Arrangements for assistance for passengers will be done during the booking process. You are required to notify us in advance of the assistance that you require failing which we cannot assist you.
Passengers traveling with Medical apparatus or that require assistance or medication must contact the Greyhound Call Centre well in advance (087 352 0352). A medical certificate stating that the passenger is fit to travel is highly recommended and may be required.
Greyhound/ Citiliner is supported by Helivac Medical Response and all coaches are under constant Greyhound Satellite surveillance. All coaches are also equipped with the latest Drivecam Technology.
Greyhound/Citiliner operates a road service and cannot be responsible for failure to perform or delays in performance or service delivery due to circumstances beyond Greyhound/Citiliner’s control, such as adverse weather conditions, unpredictable delays caused by traffic congestion, diversions or road works, accidents, Border Control, criminal conduct by third parties, strikes, industrial disputes and regulatory interference (“force majeure” events). Greyhound/Citiliner will not be liable to the passenger for any loss arising from any failure or delay in performance or service delivery resulting from circumstances beyond Greyhound/Citiliner’s control.
Similarly, Greyhound/Citiliner will make every reasonable effort to ensure connections between its services and to inform passengers if there are any delays in the connection of its services.
Greyhound/Citiliner will not be liable to the passenger for any loss arising from any failure or delay in the connection between its services resulting from circumstances beyond Greyhound/Citiliner’s control. With this in mind, if you have made arrangements for other travel, then we urge you to allow sufficient time to meet your other travel requirements.
Greyhound/Citiliner may in certain instances, revise seat allocations and operate substitute vehicles of substantially the same standard to those advertised.
Greyhound/ Citiliner will not provide meal or accommodation vouchers or accept any further liability during delayed or connecting services or changes in published schedules, due to Operational changes. We will not accept any liability for any cancelled services. Every reasonable effort will be made to offer alternative services. Greyhound/ Citiliner operates complimentary shuttle services for passengers wanting to travel to and from Park City, from Pretoria or Midrand and passengers may be required to board a courtesy shuttle service and therefore a change-over may be required at Park City (and vice versa). Depending on vehicle availability, this may be operated by any coach within our fleet.
Passengers are not permitted to travel on vehicles between depots or other parking places and terminal points.
Greyhound/Citiliner may cancel any of its services upon reasonable prior notice to passengers, without any liability.
Greyhound/Citiliner will give reasonable notice of changes to schedules.
Greyhound/Citiliner will not be bound by any verbal quotation of fares provided to any person. The prices of fares are set out on the website at [www.greyhound.co.za/www.citiliner.co.za] or by calling the 24 hour customer care telephone line at [087 352 0352].
In terms of section 45 of the Magistrates’ Courts Act 32 of 1944, the passenger consents to the jurisdiction of any Magistrates’ Court in the area which the passenger resides or works, notwithstanding the amount involved. This does not prevent Greyhound/Citiliner from bringing legal proceedings in a High Court that has jurisdiction.
The passenger will be liable for all legal costs, as may be permissible in law, spent in recovering any amount that the passenger owes Greyhound/Citiliner
EXCLUSION OF LIABILITY
Tickets issued by Greyhound/Citiliner for travel on vehicles or service to be provided by other operators will be subject to the conditions of carriage of such other operator. Unless Greyhound/Citiliner acted with gross negligence or fraudulent intent, Greyhound/Citiliner will not be liable for any loss or damage suffered by any person or passenger to whom such a ticket has been issued.
Privacy and Security: – Using a credit card to purchase Greyhound/ Citiliner tickets is safe. All personal and credit card information is encrypted through secure server software to prevent any third party access to your data. All historical data is held in a secure environment. All information requested for an internet booking is required solely to process the reservation. Your information will not be sold or made available to third parties.
Contact Us/ Feedback: You may get in contact with us at any time. Enquiries and complaints may be submitted via the website, Greyhound Customer Care Centre and any Greyhound Offices Nationwide. 24 Hour Customer Care Support is available via our Contact Centre on 087 352 0352/ 011 611 8000. Official complaints must be raised and submitted within 14 days of travel.