This page explains what happens to your money when a ticket is cancelled — by you, or by us.
If we cancel your departure
You are refunded in full, or you may travel on the next available coach at no extra cost. The choice is yours.
If you cancel your ticket
Please tell us as early as you can, so the seat can be offered to someone else. A ticket cancelled at the terminal is refunded in full against the ticket you were issued.
Missed departures
A passenger who does not board before the coach leaves is treated as having travelled, and the fare is not refunded. If you know you will be late, call us before departure — we will do what we can.
How a refund is paid
A ticket bought with cash at a terminal is refunded in cash at a terminal, against the printed ticket. Once online payment is available, a ticket bought online will be refunded to the account it was paid from.
How long it takes
A cash refund is paid at the counter straight away. A refund to a bank account or card is sent as soon as it is approved and usually reaches you within 7 to 10 working days, depending on your bank.
Questions about a refund
Please keep your ticket and quote the ticket number when you contact us. The helpline is shown at the bottom of this page.