Transport & Logistics · Contact details
City to City Contact Details
City to City does not publish a customer service phone number, toll-free number or WhatsApp number on its official sites. Its booking website, res.prasa.com/citytocity, has a Contacts page with a table for outlets by province, but the table was empty when we checked. City to City is a brand of Autopax Passenger Services (SOC) Ltd, a subsidiary of the Passenger Rail Agency of South Africa (PRASA), so the published contact routes are PRASA’s: 012 748 7000 (uMjantshi reception), info@prasa.com, and PRASA’s online contact form with the City-to-City / Translux division selected. Every detail below was read from res.prasa.com and prasa.com on 17 September 2026.
Official contact details
| What you need | Official route |
|---|---|
| Book a City to City bus ticket or retrieve a booking | res.prasa.com/citytocity/booking |
| Routes and timetables | res.prasa.com/citytocity/Information/Routes |
| Written query or complaint about City to City | PRASA contact form at prasa.com/contact-us, division “City-to-City / Translux” |
| PRASA telephone (uMjantshi reception) | 012 748 7000 |
| PRASA email | info@prasa.com |
| PRASA head office number shown in the website header | +27 11 013 6700 (see the note below) |
| PRASA physical address | 30 Wolmarans Street, Hillbrow, Johannesburg, 2017 |
| PRASA postal address | Private Bag X101, Braamfontein, 2017 |
| City to City WhatsApp or toll-free number | None published |
A note on the PRASA head office number: prasa.com displays +27 11 013 6700 in its header and footer, but the tap-to-call link behind that text dials +27 11 013 1667. We could not confirm which one is correct, so if one does not connect, try the other, or use 012 748 7000, which PRASA’s contact page gives as its telephone number.
Is there a City to City 24 hour or WhatsApp number?
No. Neither City to City’s booking site nor PRASA’s website publishes a 24-hour helpline, toll-free customer service line or WhatsApp number for City to City. The older citytocity.co.za and autopax.co.za websites no longer load. Numbers for “City to City customer care” that appear in adverts, social media comments or directories cannot be checked against an official source. Never pay for a ticket or a refund into a personal bank account, and never share a one-time PIN, card PIN or banking password with someone who calls about a bus booking.
City to City refunds and cancellations
City to City’s Conditions of Carriage, published on its booking site, set these rules:
- Cancel at the agency that issued your ticket, or if you cannot, at any City To City reservation office. An appointed agency may charge its own service fee.
- No refunds within 48 hours of the coach’s departure time, and no refunds or amendments after departure.
- Refunds, cancellations and amendments made 48 hours or more before departure carry an administration fee of 10% of the fare plus VAT.
- Bring proper identification with any refund or amendment request. Tickets are not transferable, and any change of trip needs a replacement ticket.
City to City travel rules to know before you call
- Departure: be at the departure point 30 minutes before the time on your ticket. If you arrive later than 10 minutes before departure, you lose your seat to standby passengers.
- Luggage: one item per fare-paying passenger, no bigger than 80 cm x 60 cm x 60 cm, with a total mass of up to 30 kg on domestic services or 50 kg on cross-border services. Unaccompanied luggage is not carried, and City To City advises passengers to insure their luggage.
- Children: children under 12 must travel with an adult. Children aged 3 to 11 pay a discounted fare (up to 3 per paying adult), under-3s travel free if they do not take a seat, and 12 and older pay full fare.
- Special assistance and pregnancy: passengers who need special assistance must arrange it in advance with the call centre or the closest City To City sales office. Women beyond 35 weeks of pregnancy need a doctor’s letter to travel.
- Cross-border trips: you must carry valid travel documents. No smoking and no animals, except a trained guide dog.
About City to City and Autopax
The carrier named in City to City’s Conditions of Carriage is Autopax Passenger Services (SOC) Ltd, registration number 1995/000861/30, trading as City To City. Autopax also runs the Translux brand, which is why PRASA’s contact form groups the two as “City-to-City / Translux”. City to City’s booking site lists departure points across the country, from Johannesburg, Pretoria and Durban to towns such as Mthatha, Thohoyandou, Giyani, Bushbuckridge and Lusikisiki, and cross-border stops such as Maputo. Use the route search on the booking site to see which services run on your date.
PRASA fraud and whistle-blowing line
To report fraud or unethical conduct at PRASA or its divisions, PRASA’s contact page lists its whistle-blowing hotline: toll-free 0800 234 778, prasa@thehotline.co.za, SMS 30916, fax 0867 261 681, the Vuvuzela Hotline app, www.thehotline.co.za/report, or post to PO Box 10512, Centurion, 0046.
Sources
- City To City booking, Contacts, Routes and Conditions of Carriage pages, res.prasa.com/citytocity, read 17 September 2026
- PRASA Contact page and site header, prasa.com, read 17 September 2026