Frequently Asked Questions
We aim to provide you with the most comfortable and convenient travel experience.
If your question is not answered below then please feel free to contact our friendly reservations team on 13 34 10, or get in touch via our enquiry form.
Bookings and Tickets
We recommend bookings are made at least 72 hours prior to travel in order to guarantee a seat and ensure you are listed on our driver’s manifest for pickup.
Tickets can be purchased with Master or Visa Card online, or over the phone by calling our reservations team on 13 34 10. Our offices and accredited travel agents can also secure your bookings with cash or card payment.
We recommend that all passengers confirm their bookings at least 24 hours prior to travel, to ensure you are booked for the correct date and time, and you are also aware of the pickup location and luggage restrictions.
Confirmations are best achieved by phoning our reservations office on 13 34 10 and quoting your booking number.
Changes to travel dates and departure times can be made free of charge, provided the change is made at least 6 hours before the current departure time booked. No changes, however, are permitted on discounted RED tickets.
Changes can be made online at the ‘Manage Booking’ link or by contacting our reservations office on 13 34 10. If you are unable to contact us during business hours, please email email@example.com, and the timestamp of your email will be acknowledged as part of your request.
Please note, where tickets are changed to a more expensive fare, the difference between the new and initial fare will be charged.
Express Tickets can be cancelled and refunded as per the following conditions:
- 80% refund if cancelled at least 24 hours before the booked departure time
- 50% refund if cancelled within 24 hours of the booked departure time
- No refund if cancelled within 6 hours of the booked departure time, or if you have purchased a discounted RED ticket
Value Pass Tickets can be cancelled for an 80% refund provided they are not activated with any booked travel. There is no refund available on pass tickets once travel journeys are added.
Cancellation and refund requests are best achieved by phoning our reservations office on 13 34 10. If you are unable to contact us during business hours, please email firstname.lastname@example.org, and the timestamp of your email will be acknowledged as part of your request.
Individual travel journeys can be added to your Value Pass Ticket online at the ‘Manage Booking’ link.
You will first need to register as a new user, and the email address you register with will need to match the one provided for your booking.
Once logged in, you will be able to view all bookings associated with your email, find your value pass ticket and click 'Add Journey'.
You can also add your travel by phoning our reservations office on 13 34 10 and quoting your surname and booking number. We recommend that you add each stage of your travel at least 48 hours in advance.
No, all tickets are non-transferable and are valid only for travel by the passenger(s) named on the ticket.
Regional Excursion Daily (RED) tickets are part of a Transport for NSW initiative which allows pensioners to travel on contracted services at a discounted rate of $2.50 per day.
RED tickets are available on Premier Motor Service for pensioners travelling between Eden and Nowra on the South Coast of NSW and between Tweed Heads and Lismore on the NSW North Coast.
RED tickets are available only to the following concession card types:
- Australian Government issued Pensioner Concession Cards (NSW, VIC and ACT only),
- Australian Government issued Senior Cards (NSW only)
- War Widower Cards (NSW and VIC only)
- Department of Veteran Affairs Cards
RED tickets are available for purchase over the phone by calling our reservations office on 13 34 10, or through select travel agents.
Children aged between 10 and 15 years require approval for travel on our services, and must be booked via our reservations office on 13 34 10. Approval is subject to the distance and time of travel, as well as any scheduled service breaks.
If approval is granted, an unaccompanied minor form will need to be completed prior to travel.
All children under 10 years of age need to travel with an adult passenger on our services.
If your computer freezes while booking a ticket or you receive an error message that you cannot solve then please call our reservations office on 13 34 10 and let our friendly staff know about your situation.
Our reservations team will be able to help you solve any problems involving your booking.
Travel and Coach
All passengers are required to check in at our Sydney and Brisbane terminals at least 30 minutes prior to departure, otherwise be ready and waiting for our driver at least 20 minutes prior to the scheduled departure time.
A printed copy of your e-ticket is preferred for check-in and boarding but, if you do not have access to a printer then please ensure you record your booking number and present this along with your ID and any concession cards when checking in and/or boarding.
A screen shot of your booking confirmation on mobile device is also acceptable.
Luggage is limited to one bag or suitcase per passenger up to a maximum of 20 kilograms in weight, as well as one smaller item for hand luggage. Any excess bag or suitcase over the one piece limit for carriage in the luggage compartment will attract an excess fee of $10 per bag.
Excess luggage can be added to your tickets at the time of online purchase, or purchased prior to travel with credit card over the phone.
Yes, you can bring along a bike, surfboard and other non-standard luggage items subject to approval and room on the coach. All non-standard luggage incurs additional fees, and can be added to your ticket at the time of online purchase, or purchased prior to travel with credit card over the phone.
Yes, most of our coaches are seatbelt equipped, offer climate controlled air-conditioning, reclining seats, as well as on-board washroom and toilet facilities.
At the present time we do not have Wi-Fi or USB charging ports available on our coach services.
Food and drinks are generally not permitted for consumption on board our coaches. If you need to consume food for medical reasons then please let our staff and/or driver know.
There are a number of scheduled meal stops on most of our services where food and drinks can be purchased and/or consumed. Please call our reservations office on 13 34 10 for further details.
Phone our reservations office on 13 34 10 and provide your booking and travel details, as well as a description of your items. Our staff will then assist you with locating and returning your belongings.
Our complete terms and conditions are available on the website.
Our friendly customer service team can be reached for ticket and timetable information, as well as coach reservations or other general enquiries.
Call Centre Opening Hours
Monday to Friday – 6.00am to 7.00pm (Sydney Time)
Weekends & Public Holidays – 6.00am to 6.00pm (Sydney Time)
For calls within Australia phone 13 34 10
For international calls dial +61 2 4423 5233.
If you would like to submit feedback on Premier Motor Service and any of our timetabled services please email email@example.com or phone our customer service team on 13 34 10.