Applies to

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

Customer scenario

The customer wants to cancel a City to City bus booking and requests a refund.

Common customer phrases:

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

City to City cancellation penalties

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

Cancellation up to 48 hours before departure

  • Cancellation is permitted
  • An 11.5% penalty fee will apply to the total ticket price
  • 88.5% of the ticket price will be refunded

Cancellation less than 24 hours before departure

  • No refunds are permitted
  • The ticket will be forfeited

⚠️ City to City does not allow refunds for late cancellations.

Agent instruction – before proceeding

  • The booking must not be cancelled until the customer confirms acceptance of the applicable penalty
  • 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 rules are enforced by City to City
  • Penalties are applied as a percentage of the ticket price
  • Refunds are not permitted within 24 hours of departure
  • Late cancellations result in full forfeiture

What NOT to advise

  • Do not cancel the booking before penalty acceptance
  • Do not guarantee refunds for late cancellations
  • Do not override City to City 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 City to City cancellation penalties apply as follows: • Cancellations made up to 48 hours before departure incur an 11.5% penalty. • No refunds are permitted for cancellations made less than 24 hours before departure. 
Kindly confirm that you accept the applicable penalty so that we may proceed with the cancellation. 
Kind regards  Computicket Support Team

Related articles

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