Citiliner Coaches

Terms and Conditions of carriage

Tickets are issued subject to the terms and conditions set out below. The passenger, by purchasing the ticket, confirms that he/she accepts and understands the terms and conditions and that he/she is aware of all conditions of carriage of Greyhound and Citiliner Plus.

Greyhound Coach Lines (Pty) Ltd and its subsidiary Citiliner Plus are referred to as “Greyhound and Citiliner Plus” herein.


1.1 All persons entering a Greyhound and Citiliner Plus vehicle and/or property owned by Greyhound and Citiliner Plus or under its control do so entirely AT THEIR OWN RISK.

1.2 Greyhound and Citiliner Plus are not liable for any loss or damages (including consequential, special damages or loss of profits), loss of life, bodily injury or damage to or loss of property of whatsoever nature and howsoever caused, and whether or not caused by Greyhound and Citiliner Plus, its directors, its officers, servants, agents or any other person acting on behalf of or under the control of Greyhound and Citiliner Plus arising out of or connected in any way with the transportation or non-transportation by Greyhound and Citiliner Plus of any passenger or persons and/or their property.


2.1 The ticket is proof of the agreement of transport between Greyhound and Citiliner Plus, the purchaser of the ticket and the passenger (the Parties). These terms and conditions apply to the issue of such ticket/s and together constitute the entire agreement between the Parties.

2.2 A ticket is valid for use only by the passenger to whom it is issued and for the route, date and time shown thereon. The passenger will be required to produce their unique ticket reference number and appropriate identification to board the bus and check in.

2.3 It is the PASSENGERS’ RESPONSIBILITY to ensure that the correct information is shown on the ticket. Any alteration to a ticket may render it invalid.

2.4 Tickets are non-transferrable.

2.5 Lost tickets are non-refundable.

2.6 Only tickets’ purchased from Greyhound and Citiliner Plus or its appointed agents will be valid. Any ticket/s obtained from any other source other than an appointed agency will be void and the bearer of such ticket/s shall have no claim whatsoever against Greyhound and Citiliner Plus, its directors, its staff, its representatives or any other person acting on behalf of or under the instruction of Greyhound and Citiliner Plus, for any damages whatsoever.


A ticket may be cancelled subject to the following:

3.1 More than 24 hours before departure, a refund or re-schedule is permitted and an R50.00 admin fee applies.

3.2 At or less than 24 hours before departure, only a re-schedule is permitted and a refund is not permitted, a R70.00 admin fee applies.

3.3 Cancellations on the date of departure between 3 hours and 1 hour before departure are not permitted, only a re-schedule is allowed and an R100.00 admin fee applies.

3.4 No refund or rescheduling will be permitted within 1 hour of the scheduled departure.

3.5 With any re-scheduling, any increase in fare at the time of the re-booking being actioned will also be for the account of the Passenger. No Refunds are permitted on the date of departure or thereafter. Any change to a ticket requires a new ticket to be issued by Greyhound and Citiliner Plus and it does not guarantee the availability of a similar ticket class, fare, discount, seat or reserved seating.

3.6 Greyhound and Citiliner Plus will not be bound by VERBAL QUOTATIONS. Quotes are valid ONLY at the time the quotation is provided in writing unless expressly indicated otherwise.


4.1 Passengers are requested to be at the applicable terminal or pick-up point 30 MINUTES before departure. Should a passenger be late for the scheduled departure time, a new ticket will have to be purchased.

4.2 Reservations / booked seats that are not filled/occupied 5 MINUTES before departure will be offered to stand-by passengers on a first come first serve basis.

4.3 Whilst Greyhound and Citiliner Plus will make all reasonable efforts to keep to its scheduled timetables, Greyhound and Citiliner Plus and its sub-contractors DOES NOT guarantee any arrival or departure times, and it does NOT accept any liability for any loss including consequential loss or damage incurred by any passenger, or inconvenience experienced by any person, due to a delay or cancellation of any service for whatsoever reason.

4.4 Greyhound and Citiliner Plus reserve the right to cancel any of its services for any reason WITHOUT prior notice. Greyhound and Citiliner Plus are NOT liable for any loss, consequential or otherwise, or damage incurred by passengers because of such cancellation.


5.1 NO REFUNDS will be paid in the event of a breakdown or a delay.

5.2 In the event of a breakdown or delay Greyhound and Citiliner Plus WILL NOT be held liable for connecting services, scheduled meetings, free refreshments, accommodation or any form of transportation or compensation.

5.3 Services may be cancelled due to adverse operational conditions including but not limited to force majeure, man-made impediments including strike action or mass looting, etc.

5.4 NO REFUNDS will be issued if a service is cancelled due to weather or any adverse conditions that are beyond Greyhound and Citiliner Plus’s control.

5.5 All passengers will be rebooked for an alternative date and time as per the passenger’s request.

5.6 Greyhound and Citiliner Plus reserve the right to shuttle passengers between stops.


6.1 Greyhound and Citiliner Plus reserve the right to refuse to undertake the conveyance of any passenger/s found to be intoxicated, using drugs or smoking on board. Any passenger may be denied boarding should they be deemed as intoxicated or inebriated.

6.2 Any person found in breach of Greyhound and Citiliner Plus’s terms and conditions regarding the consumption of alcohol, use of drugs or smoking will be DISEMBARKED immediately at the NEXT SAFE AREA and no compensation, refund or rescheduling of service requests will be entertained. In addition, should the need arise, legal action may be initiated against the perpetrator that is found in breach of this or any other specified terms and conditions of carriage.


7.1 Only a trained guide dog that is certified to provide the required service to its owner may be permitted on board within specific guidelines and at Greyhound and Citiliner Plus’s discretion. A certificate may be requested for the guide dog.

7.2 With the exception of 7.1 above, NO PETS or animals will be allowed on any Greyhound and Citiliner Plus coach or shuttle bus.


8.1 No unaccompanied children UNDER the age of 12 years will be transported. Greyhound and Citiliner Plus reserves the right to refuse the transport of any minor child or person and shall not be held liable for its refusal; Greyhound and Citiliner Plus is further indemnified against any apparent loss, consequential loss or damages of whatever nature as a result of such a refusal.

8.2 Children aged LESS THAN 36 months will be transported for free, PROVIDED that they sit on the Parent/Guardian’s lap. Children 36 months and older will pay the ADULT FARE. Proof of the child’s age is required at the time of purchasing the ticket and boarding the bus. In the event that there is MORE THAN ONE child under 36 months, only one child will be entitled to travel on the Parent /Guardian’s lap without paying.

8.3 Greyhound and Citiliner Plus reserve the right to refuse to transport sick passengers and pregnant women visibly in their advanced stages of pregnancy (generally 7 months and over). Permission to travel will be at the SOLE DISCRETION of the company’s representative/s that is duly entitled to make such a determination (the boarding master and/or supervisor or company representative on duty will make this determination).

8.4 Passengers that have a medical condition including a chronic condition must consult their medical practitioner prior to travel. Passengers with any special needs are required to inform the Greyhound and Citiliner Plus reservations, agent or consultant, when making the reservation and inform the Greyhound and Citiliner Plus representative on the day of departure of their specific condition prior to travelling with Greyhound and Citiliner Plus.

8.5 Passengers with disabilities or in a wheelchair are advised to inform the reservations agent or consultant of their condition prior to booking a ticket.

8.6 The wearing of seat belts is compulsory at all times. Adults are to ensure that their children are secured at all times whilst travelling with Greyhound and Citiliner Plus. Greyhound and Citiliner Plus will not be held liable for any injury, disability or death as a result of any passengers’ negligence prior to, during or at the end of a journey.


9.1 A maximum of 2 x pieces of regular baggage not exceeding 25kg in total will be permitted per ticket holder. Excess baggage/luggage fees will be charged for baggage/luggage in excess of this provision at the time of reservation or

9.2 On selected services, Greyhound and Citiliner Plus may accept the transporting of boxes, bags and any other commercial goods classified as excess baggage and within a specified dimension per piece. Greyhound and Citiliner Plus reserve the right to accept any of the above-mentioned items and will charge for them according to size and weight in excess of the stipulated baggage allowance.

9.3 Unaccompanied luggage will not be accepted for transportation.

9.4 Greyhound and Citiliner Plus will not be held responsible for any lost or damaged baggage/luggage or any loss of personal items or valuables.

9.5 In the event that the company agrees on compensation for lost baggage during a journey, the company may pay out a maximum of R5 per kg up to a maximum of 25kg.

9.6 It is the passenger’s responsibility to ensure that their bags are tagged correctly.

9.7 Baggage/luggage must not include fragile, valuable or perishable items in Checked Baggage. These also include artwork, money, debit/credit cards, jewellery, computers/laptops, personal electronic devices, cellular telephones, photographic equipment, medical equipment, audio and video equipment including, but not limited to, televisions, radios, iPods, GPS equipment, stereo equipment, VCR players, specialized equipment, crockery, valuable business documents, passports and other identification documents, any keys, dangerous goods, as well as flammable liquid transported in any container.

9.8 There will be a charge of R5 per Kg payable for all items/ weight over the permitted baggage allowance. Greyhound and Citiliner Plus will not refund tickets should the excess baggage not be able to be accommodated onboard.


10.1 Greyhound and Citiliner Plus do not offer general insurance coverage for its passengers, their property or their luggage. It is the responsibility of the passenger to ensure that he/she is adequately insured.


11.1 Greyhound and Citiliner Plus DOES NOT provide specific seating or guarantee sitting together in a case of more than one passenger. The right of admission is reserved.

11.2 Greyhound and Citiliner Plus reserve the right to revise seat allocations WITHOUT PRIOR notice and to operate substitute vehicles of a different standard from those advertised should operational requirements or circumstances so dictate.

11.3 Fares are subject to change WITHOUT prior notice from Greyhound and Citiliner

11.4 Should you have a complaint concerning Greyhound and Citiliner Plus, you should inform Greyhound and Citiliner Plus as soon as possible within 7 days of the incident. Greyhound and Citiliner Plus will not consider any complaints after 7 days. Any complaints should be emailed to

11.5 Greyhound and Citiliner Plus broadcast family-friendly video and audio material on all coaches where possible and do not promise the availability of onboard material or entertainment on any coach.

11.6 Greyhound and Citiliner Plus reserve the right to inspect the ticket, travel documents, luggage, goods, packages and parcels of any passenger. Greyhound and Citiliner Plus reserve the right to refuse to transport or continue to transport, any passenger/s or their luggage or goods for a bona fide reason.

11.7 The terms and conditions as detailed in the conditions of carriage shall be severable of each other. Should any of these terms and conditions be found to be invalid, the said term or condition shall not affect the validity of the remaining or any other terms and conditions of carriage.


12.1 If property has been unclaimed by customer/passenger and has not been collected for a period within 90 days from the date of the Bus trip, the Company may cause the property to be sold by either public auction or private treaty, as the Company in its sole discretion may determine.

12.2 The Company may acquire all or any of the property (without prejudice to the rights of the Company to purchase such property at any such sale by public auction) at a price equal to the fair value thereof.

12.3 The Company is entitled to convey valid title in the property to any purchaser thereof (including Company). The Company may, in its absolute discretion, apply the net proceeds of such sale or the purchase price payable by the Company after deducting therefrom all costs and expenses incurred in or about the realization of the property and the exercise by the Company of its rights in reduction or discharge, to the Customer’s indebtedness to the Company. Without prejudice to such other rights as the Company may have at law, the residue (if any) remaining after the net proceeds of such sale or purchase price payable have been applied as aforesaid shall be paid to the Customer or the person legally entitled thereto.

12.4 If the Company becomes entitled for any reason to exercise its rights set out in clause 3, the Customer hereby irrevocably and in rem Suam nominates, constitutes and appoints the Company as the Customer’s attorney and agent in the Customer’s name, place and stead to sign and execute all such documents and to do all such things as it in its sole and absolute discretion may consider necessary, requisite or desirable to give effect to this pledge.

12.5 The Company must give the Customer notice of its intention to sell the property to defray its costs, at the customer’s chosen domicilium citandi.