Booking changes and other options

Bus services cancelled by us:

If we have cancelled your Firefly Service, we will transfer your booking to an open dated ticket that can be used on another date of your choice up to 12 months from your date of purchase, at no additional cost. An update ticket showing this change will be emailed to you for your record.

Firefly will contact anyone whose service has been impacted as soon as possible.

Alternatively, you can choose a refund. 

To apply for a refund please email enquiries@fireflyexpress.com.au using the subject heading “refund request” including a valid copy of your ticket and you must specify your reason for cancellation. You will not be charged any change or cancellation fees. 

Please allow up to 72 business hours for a reply acknowledging your request.

If your bus trip was booked through a travel agency or third-party website, contact these companies directly for assistance.

Travel plans affected by border closures:

Some states and territories have introduced additional health and safety protocols in response to Coronavirus which may impact interstate travel.

Prior to travel, ensure you check the latest government travel requirements for the state you are travelling to, which may include the use of face masks, border entry permits and quarantine. Not following state and territory requirements could lead to being denied entry.

If your travel plans are affected by border restrictions, we can assist you by:

• Transferring your booking to an open dated ticket that can be used on another date of your choice up to 12 months from your original purchase date.
• Rebooking another date for travel of your choice.

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Please contact the Firefly call centre on 1300-730-740 to discuss your options.

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Refund’s update:

Our current processing time is taking approximately 5 business days. Please be assured, we are working as quickly as possible to assess and process all refund requests.

Once your refund has processed you will receive an email to confirm it has been actioned. 

We appreciate your patience.

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