Frequently Asked Questions

How do I buy a ticket?

Here are the all ways you can buy an Australia Wide Coaches ticket:

1. On-line before the time of departure – this is always the cheapest way. Advance purchase fares are by far the cheapest and can save you up to 20%.
2. Open dated tickets can only be purchased on-line or from an Agent. They are not available for purchase on-board from the Driver.
3. On the coach itself – once we’ve boarded all our customers with tickets, subject to availability we’ll accept walk-up fares. Please note:
   1. Unlike on-line bookings, walk up fares are not discounted.
   2. We only accept CASH sales on-board. Please have the exact money for your travel.
4. By telephone on 63627963. Our booking lines are open from 9am to 5pm weekdays.
5. In person from the following retail outlets:
   Australia Wide Coaches, 247 McLachlan Street, Orange 9am to 5pm weekdays.
   Or your local travel agent or CountryLink Travel Centre.

How do I get the cheapest fares?

The cheapest available fares are always available on the Internet as this keeps our costs low. In general, the earlier you book – the lower the fare.

How do Australia Wide Coaches’ tickets work?

When you book your trip on-line, you have the option of printing a voucher for travel or by receiving a confirmation message on your mobile phone. This will be on the e-mail or SMS message we send when you book. You'll need to print out or write down the confirmation code or bring the mobile phone storing the text with you.

Can I transfer my ticket to another departure and are tickets refundable?

All fares are Non-Refundable.

We price our tickets specific to the demand for each departure, therefore only fully flexible fare tickets are transferable. Please ensure you know the fare conditions prior to the ticket purchase otherwise you may be disappointed if you have to change your travel plans at the last minute and are not able to do so with your particular ticket.

I've missed my departure! Can I catch the next coach?

Only fully flexible fares are transferable. All other tickets are not transferable and are only valid for travel on the specific journey they have been purchased for.

How does Boarding work?

Please be at your point of departure at least 15 minutes before we leave. If you're not there at this time, our drivers may sell your seat to any walk-up customers wishing to board the service. Our driver will ask customers to approach the coach by Pre-Purchased tickets prior to walk-up customers. After stowing any bulky luggage, the driver will check your ticket or confirmation details and welcome you on-board.

I've forgotten to bring my email confirmation, deleted my text-message confirmation and do not otherwise have my booking confirmation code with me. Can I travel?

Please wait until all pre-booked passengers have boarded and explain this to our driver. He will then call our reservations centre to check you are on the manifest for that departure.

I’m travelling with a small child, do I need to buy a seat?

For children aged 3 or less you will not need to purchase a ticket as long as the child does not occupy a seat. For children aged 3 years or more, are required to purchase a seat. Children travelling with one or more fare paying adults are entitled to travel at 50% of the Adult Fare.

Can children travel unaccompanied by an Adult?

Children from 12-16 years of age can be carried unaccompanied and are offered a Concession Fare. Please download the Unaccompanied Children Form, complete and hand it to the Driver at the departure point of travel. Unaccompanied children travelling without this form, will NOT be carried.

Can I take my pets?

The only animals we can accept for travel are guide or hearing dogs.

I'm disabled – can I travel?

Our coaches are wheelchair accessible. Please advise us at time of booking, should you require a wheelchair position because it does alter the vehicle seating capacity. Occasionally, it may be necessary to utilise a non-wheelchair accessible vehicle due to maintenance reasons, but we will give you the option of changing your booking to another day.

What happens if Australia Wide Coaches cancel/delay a departure?

Occasionally events will happen beyond our control that may cause us to cancel or delay a departure. Eg. Snow/Ice. A cancellation for any reason will allow you to request a refund or reschedule your trip at no charge to you. We'll also request your understanding in these trying and unpredictable times.

Can I bring food on the coach?

Cold snacks and non-alcoholic beverages with screw-top lids may be carried on board for personal consumption. Strictly no alcohol, dairy products, hot drinks or takeaway meals are allowed to be consumed on-board.

What are your rules on luggage?

You are allowed two pieces of luggage under the coach and a small bag to carry on e.g. handbag or backpack. Additional luggage can be carried strictly at the Driver’s discretion and as long as it doesn’t prevent another passenger from using their luggage allowance. Carry on bags should be small enough to fit in the overhead locker/luggage rack and we do not allow luggage to be stored in the aisle or blocking emergency exits. You are responsible for assisting the Driver with your luggage. If you need assistance with your luggage, ask and the driver will be glad to assist you - however for health & safety reasons we cannot ask our Drivers’ to lift weights of more than 20Kg. We strongly recommend that you properly tag all bags and place your name, address and phone number on the inside.

What can't I take in my luggage?

We don't allow the transport of any type of weapon or material that would be deemed hazardous material (acids, animals, combustible liquids, compressed gases, cremated remains, explosives, firearms of all types, fireworks, flammable liquids, furniture, hazardous materials, noxious food stuffs, poisons, radioactive materials, etc.)

Can I take a bicycle/golf bag/snow-board/surf-board…?

We do allow them and consider them to be oversize items as long as space is available in the baggage area. Such items should be clean and appropriately packed so they don’t damage or dirty other passengers luggage. The oversize item will count as your one of your two bags allowed under the coach. You’ll be responsible for placing the item into the luggage area and retrieving it after the journey. Australia Wide Coaches is not responsible for damage to oversize items or items that are not placed in normal luggage or a carrying case.

Are you operating on Boxing Day, New Year's Eve or New Year's Day?

Australia Wide Coaches’ services operate every day except Christmas Day and Boxing Day. On Public Holidays, we do operate to an amended timetable.

I've got a question you haven’t answered… what do I do?

No problem… send an email to us at orange@austwidecoaches.com.au and we'll get right on it.