Bus booking support is handled by the operator you booked with, or by the agent if you booked through one. The booking reference is what both work from.
ContactDetails.co.za is an independent directory. We are not any of the companies listed here and cannot act on your behalf. Everything on this page is a routing aid so you reach the right official channel with the right information in hand.
Who actually handles this
The operator, if you booked directly. If you booked through an agent or a booking platform, that agent holds the booking and is usually the only party that can change it.
What to do, in order
- Find the booking reference. Nothing can be checked or changed without it.
- Work out whether you booked directly with the operator or through an agent, and go to that one.
- Confirm the departure point as well as the time. Long-distance departure points change more often than timetables do.
- Ask for written confirmation of any change, rather than relying on a verbal assurance at a counter.
What to have ready before you make contact
- The booking reference.
- The passenger name as booked.
- The travel date, route and departure point.
- The ID document used to book, since operators verify the passenger.
Verified long-distance bus operator routes
Every route in this table was taken from the organisation’s own official contact page and checked on 21 August 2026. Contact details change, so confirm on the official site before relying on one for anything urgent.
| What it is for | Contact |
|---|---|
| Intercape 24 hour call centre and bookings | 021 380 4400 |
| Greyhound contact centre and bookings | 011 611 8000 |
| Citiliner contact centre and bookings | 011 611 8000 |
| Intercape queries and complaints email | [email protected] |
| Greyhound bookings email | [email protected] |
Who owns what when something goes wrong with a delivery or a journey
- The retailer, if you bought online, is who your contract is with. It owes you the goods, in the condition you paid for, at the address you gave. Which courier it chose is its arrangement, not your problem.
- The courier physically carries the parcel and is the party that can trace it. It works from the waybill number and generally caps its liability unless extra cover was bought.
- The operator, for a journey, runs the service and holds the booking, unless you booked through an agent, in which case the agent holds it and is usually the only party that can change it.
- A consumer body such as the Consumer Goods and Services Ombud takes unresolved consumer complaints, free of charge, once the supplier’s own process has been exhausted.
The most common dead end is being sent back and forth between a retailer and a courier. If you bought online, say plainly and in writing that your contract is with the retailer and that delivery is its obligation.
Common mistakes that cost time
- Contacting the operator when the booking was made through an agent that holds it.
- Confirming the time but not the departure point, which changes more often than the timetable.
- Relying on a verbal assurance at a counter instead of written confirmation of a change.
- Booking through a page found in an advert during a holiday peak, when fake booking sites appear.
The scam to watch for
Fake bus booking pages appear around holiday peaks, when seats are scarce and people book in a hurry. Book on the operator’s own site or at a recognised counter, and treat a request to pay a deposit into a personal account as a scam.
If it is not resolved
The Consumer Goods and Services Ombud handles unresolved consumer complaints against participating suppliers, free of charge to the consumer. It also expects you to have gone through the supplier’s own complaints process first.
Escalation works on evidence. Keep a short written log of every contact: the date, the channel you used, the name of the person you spoke to and the reference number you were given. Every formal complaints process asks for exactly that history, and having it ready is usually the difference between a fast resolution and starting over.
| What it is for | Contact |
|---|---|
| CGSO consumer complaints call centre | 0860 000 272 |
| CGSO WhatsApp | 081 335 3005 |
| CGSO general email | [email protected] |
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Frequently asked questions
I booked through an agent. Who do I contact?
The agent. It holds the booking and is generally the only party that can amend it.
Can I change the passenger name?
That depends on the operator’s conditions, and many do not allow it. Check the terms attached to your ticket.
What if I miss the bus?
Most long-distance tickets are forfeited or heavily penalised if missed. The operator’s conditions decide it, so read them before travelling.
The contact routes on this page were checked against each organisation’s official source on 21 August 2026. Where a detail has changed, the official source is always the authority.