Changes, Cancellations and Refunds
You can change or cancel your booking up to 2 hours before travelling online by logging in using the email address and booking reference of your reservation. If you are an InterCity account holder please log in here.
Changes, cancellations and refunds/credits are determined by the fare type purchased. All changes will incur a booking fee.
Refunds for bookings made using POLi internet banking may take 3-5 business days to process. If you require a refund to an international bank account, a bank transfer fee will be applied.
You can also get help changing or cancelling your booking by calling our National Contact Centre between 7am - 6pm. For after-hours cancellations, please email us on firstname.lastname@example.org with your request and booking number. We will do our best to respond to your email on the next business day. Our cancellation and modification terms will be applied according to your fare type and the time your email is received.
Cancellations Due to Disruption
What happens if my service is cancelled by InterCity?
If your service is cancelled by InterCity our team will contact you, you will be entitled to either a full refund or a transfer to an available service regardless of fare type.
What if I booked Gold Seating and it has now been cancelled by InterCity?
From time to time we may cancel gold seating for a variety of reasons, if your Gold seat is cancelled we will rebook you to a standard seat on the same service and a partial refund will be provided,
What happens if my trip is cancelled due to COVID-19 travel restrictions?
If your trip is cancelled because travel restrictions mean we can't operate your service, your booking will be refunded. Please be patient as our team works to notify affected customers and process refunds.
Bus and ferry bookings can be amended up to 2 hours before departure but additional fare charges will apply. A $6.50 fee applies to amendments made via our Call Centre and a booking fee applies to any changes made online - this fee is in addition to any additional fare charge.
Train bookings cannot be changed or cancelled.
Once a Standard fare is cancelled or changed, you have until midnight the same day to make a new booking or the credit will expire.
All changes will incur a booking fee.
No refunds will be given if this booking is cancelled or amended.
Bus and ferry changes and cancellations can be made up to 2 hours prior to departure. A $6.50 fee applies to amendments made via our Call Centre and a booking fee applies to any changes made online - this fee is in addition to any additional fare charge.
Train bookings can be changed or cancelled up to 48 hours prior to departure (booking fee applies).
All changes will incur a booking fee.
A full refund can be claimed for cancellations made more than two hours prior to departure. Refunds must be claimed within 31 days of the date of cancellation. Booking fees are non-refundable. If you buy a Flexi fare by amending a lower-priced Standard fare, only the price difference is refundable.
If you paid by credit card, we can refund the same card. If you paid with POLi, we will need to manually refund your account. There is a $2 admin fee for manual refunds and you will need to provide your account details.
InterCity Pass Passengers
Bookings can be changed or cancelled up to 2 hours before departure and credited back to your pass.
You can cancel your pass and get a full refund if you haven't booked any travel on it, or if you cancel it more than 2 hours before your first booked trip. See full FlexiPass terms or TravelPass terms for full details.
Tour bookings can be changed up to 2 hours before departure but additional charges may apply. A $6.50 fee applies to amendments made via our Call Centre - this fee is in addition to any additional fare charge.
InterCity Tours are non-refundable once purchased.