Cancellation / refund policy

I missed the bus. Can I have a refund?

18 July 2020

No. We do not give refunds if you miss the bus.

Note: If there is a problem with our bus service and this causes major disturbances to our operation, then, depending on circumstances, we will either provide a full refund or alternative travel bookings will be offered. If you think it was our fault please contact us by filling in the form at

Why don’t you allow same day changes?

18 July 2020

This is because we are trying to get the cost of long distance bus travel down for everyone, so we need our buses to be as full as possible. Other low cost operators, including Air NZ, have the same policy. If we went back on our policies (and made an exception for you) then costs and fares would increase and we’d be back where we started.

We hope you can understand our position on this.

Can I get credit to use for a future trip?

16 July 2020

No, you must change your ticket 24 hours or more before the original bus departure time.

Why does not refund the difference on changed bookings when the new ticket is cheaper?

16 July 2020® relies on filling buses as much as possible to keep its fares as low as they are. Giving refunds would force us to raise our prices as we could not guarantee reselling the seat on the bus, and we are determined to keep our fares as low as possible. All low cost transport operators have a similar policy. “Change bookings” are offered as an extra service to customers, and it is not designed as a way of getting a refund.

What if I can’t make the trip?

16 July 2020

If you cannot make the trip you have booked, we are unable to refund your money. This is because we need our buses to be as full as possible to keep our fares as low as they are. However if you know that you need to change your travel plans, you can change your booking.

How can I cancel my booking?

16 July 2020


In common with all budget carriers we do not offer refunds* if:

• you choose not to travel,
• can no longer travel, or
• book incorrectly.


You can cancel your booking using our contact form - select “Cancel booking” as the subject - please note there is no refund*, but we will release your seat for another customer.


However, you can change any booking using the change booking form (red box on home page). This must be done more than 24 hours before the original departure time. It is not possible to change bookings less than 24 hours before departure under any circumstances*. Changes will incur the $1.70 fee plus any increase in price if the new ticket is more expensive than the original ticket (but decreases are not refunded). Make sure you press the button to pay by credit card or nakedrewards at the end, otherwise your change will not be complete. For more information please refer to how to change a booking.

Please note, we cannot put your ticket on hold, give you credit for a ticket or transfer your ticket for you. You MUST change your ticket yourself following the instructions above. Alternatively you can visit an agent who will change your booking for you. Fees apply.
You always have to pay the $1.70 change booking fee EVEN IF THE NEW TICKET IS CHEAPER.
*This is because we may not be able to resell the seats, and we need our buses to be as full as possible to keep our prices as low as they are.

(updated 30/12/07)

Customer Comments


People-friendly is everything. Driver was a good guy.
-Mike Spink

It was a great service thanks.

It was a great service thanks. Our grandaughter loved it and so did her mummy.

-Barb Richardson

Fantastic idea

Fantastic idea - I am telling everyone I meet

-Debbie Corson


Auckland Airport

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