Applies to

  • Queue: Travel
  • Channel: Portal / Email
  • Operator: Citiliner
  • Product: Bus travel

Customer scenario

The customer wants to cancel or reschedule a Citiliner bus booking and requests a refund.

Common customer phrases:

  • “I want to cancel my Citiliner ticket”
  • “Can I get a refund on my bus ticket?”
  • “What are the Citiliner cancellation penalties?”
  • “Can I reschedule my Citiliner booking?”
  • “I can’t travel anymore, can I cancel?”

Citiliner cancellation penalties

Advise the customer of the applicable penalties before proceeding with any cancellation or rescheduling.

Cancellation more than 24 hours before departure

  • Cancellation or re‑scheduling is permitted
  • A R100 administrative fee per person will apply
  • The remaining balance will be refunded (or credited for re‑scheduling)

Cancellation less than 24 hours before departure

  • Cancellation is permitted
  • A R120 administrative fee per person will apply
  • The remaining balance will be refunded

Cancellation within 3 hours of departure

  • Cancellation is still permitted
  • The same R120 administrative fee per person applies
  • The remaining balance will be refunded

⚠️ Customers are advised to make changes as early as possible to minimise fees.

Agent instruction – before proceeding

  • The booking must not be cancelled or rescheduled until the customer confirms acceptance of the applicable administrative fee
  • No changes may be made without written confirmation via Portal or Email

Refund process by payment method

VISA / MasterCard / Apple Pay / Google Pay

  • Refunds are processed back to the original payment method
  • The customer will receive an email confirmation once processed
  • Funds typically reflect within 3–5 business days

Capitec Pay

  • Refunds are processed via EFT
  • The customer must provide:
    • Bank name
    • Account number
    • Account holder name
    • Branch code
  • The account holder name must match the booking name

Shoprite / Checkers in‑store bookings

  • Refunds must be processed in store
  • The customer must return to a Shoprite or Checkers store
  • Computicket cannot process these refunds centrally

Important information to communicate

  • Cancellation and re‑scheduling rules are enforced by Citiliner
  • Administrative fees apply per person
  • Refund eligibility remains available even close to departure, subject to fees
  • Fees increase for late cancellations

What NOT to advise

  • Do not cancel or reschedule the booking before fee acceptance
  • Do not guarantee fee waivers
  • Do not override Citiliner cancellation rules
  • Do not process Capitec Pay refunds without full banking details

Suggested response to customer

(Supplier‑specific, booking‑agnostic – ideal for Freddy Reply Suggester)

Good day, 
Thank you for your request. 
Please note that Citiliner cancellation penalties apply as follows: • Cancellations or re‑scheduling more than 24 hours before departure incur a R100 administrative fee per person. • Cancellations less than 24 hours before departure, including within 3 hours of departure, incur a R120 administrative fee per person. 
Kindly confirm that you accept the applicable fee so that we may proceed with your request. 
Kind regards  Computicket Support Team

Related articles

  • How to request a bus cancellation
  • Refund processing timelines
  • Bus operator cancellation penalties (overview)