How can we help?
Find an answer below, or message us. Have your ticket code (BP-xxxxx) ready.
Booking
How do I book a seat?
Search your route, choose a bus, pick your seat, enter the passenger details and pay by bank transfer. Your ticket arrives on WhatsApp and SMS, and on the ticket page when you are logged in.
How long is my seat held while I pay?
A seat is held for 15 minutes while you complete payment online. If the time runs out, choose the seat again; it may have been taken.
Do I need an account?
Yes. Booking creates an account with your phone number, so your tickets, receipts and next of kin are saved and nobody else can open them.
Payments and transfers
I sent the transfer but my ticket has not arrived
Most transfers confirm in under 2 minutes; some banks take up to 10. Your seat stays held while we check and you should not pay again. If it is past 10 minutes, message us on WhatsApp with your bank reference.
How do I pay?
You get a temporary account number and the exact amount. Transfer that amount from any bank app. The payment is confirmed automatically.
Why is there a booking fee?
Each online ticket carries a Bus Pal booking fee, shown before you pay and included in the total. It is part of the amount you transfer.
Changes and refunds
Can I change my travel date?
Often, yes. Log in, open Manage booking and choose your ticket. It shows what the company allows for that ticket and what, if anything, it costs.
How do refunds work, and how long do they take?
When a cancellation is refundable, the refund goes to your Bus Pal travel credit by default, and it is instant. You can choose a bank refund instead; that is slower. The amount follows the company policy shown on your ticket.
What if the bus leaves without me?
Message us on WhatsApp as soon as you can, with your ticket code. What happens next depends on the company policy shown on your ticket.
At the park and on the trip
Do I need to print my ticket?
No. Show the QR from the Bus Pal app or WhatsApp and the clerk scans it. If you only have the web page, read out the ticket code at the counter.
How many bags can I bring?
Luggage rules are set by each company and shown in its policy on the company page and on your ticket. Large luggage is paid at the park.
Where does my next of kin get updates?
Your next of kin get the bus details when you book and are messaged once, when the bus arrives. They are not messaged during the trip.
Account and app
How do I log in?
Enter your phone number and the 6-digit code we send you on WhatsApp or by SMS. After three wrong codes you need to wait 15 minutes.
How do I delete my account?
Open the Bus Pal app, go to your profile and choose to delete your account. Deletion completes after 30 days.
Still stuck? Talk to us
Chat on WhatsApp
The fastest way to reach us.
WhatsApp chat is not switched on for this site yet. Email us instead.
Own a bus company? See how Bus Pal works for transport companies.