Applies to

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

Customer scenario

The customer wants to cancel an Intercity Xpress bus booking and requests a refund.

Common customer phrases:

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

Intercity Xpress 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 after departure

  • No refunds are permitted
  • The ticket is forfeited once the bus has departed

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 Intercity Xpress
  • Administrative fees apply per person
  • Fees increase the closer the cancellation is to departure
  • No refunds are permitted after departure

What NOT to advise

  • Do not cancel the booking before fee acceptance
  • Do not guarantee refunds after departure
  • Do not override Intercity Xpress 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 Intercity Xpress 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 once the bus has departed. 
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)