Applies to

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

Customer scenario

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

Common customer phrases:

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

Freeway Coaches cancellation penalties

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

Cancellation more than 24 hours before departure

  • Cancellation is permitted
  • A R50 administrative fee per person will apply
  • The remaining balance will be refunded

Cancellation less than 24 hours before departure

  • Cancellation is permitted
  • A R70 administrative fee per person will apply
  • The remaining balance will be refunded

Cancellation within 3 hours before departure

  • Cancellation is permitted
  • A R100 administrative fee per person will apply
  • The remaining balance will be refunded

Cancellation less than 3 hours before departure

  • No refunds are permitted
  • The ticket will be forfeited

Agent instruction – before proceeding

  • The booking must not be cancelled 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 rules are enforced by Freeway Coaches
  • Administrative fees apply per person
  • Fees increase the closer the cancellation is to departure
  • No refunds are permitted within 3 hours of departure

What NOT to advise

  • Do not cancel the booking before fee acceptance
  • Do not guarantee refunds outside permitted windows
  • Do not override Freeway Coaches 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 Freeway Coaches cancellation penalties apply as follows: • Cancellations more than 24 hours before departure incur a R50 administrative fee per person. • Cancellations less than 24 hours before departure incur a R70 administrative fee per person. • Cancellations within 3 hours before departure incur a R100 administrative fee per person. • No refunds are permitted for cancellations made less than 3 hours before departure. 
Kindly confirm that you accept the applicable fee 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)