Support

Frequently Asked Questions

Do you accept pre-paid credit cards or gift card?

Yes. However, you have to register the card first under your name to be able to make an online purchase. You can use the URL on the back of the card to find directions for the registration process.

How do I shop on GotoBus?

Shopping online at GotoBus is easy. Browse through the categories that interest you or use the search box to go directly to a list of specific products. Once you find what you want, click the "Add to Cart" button. This places your selected item into the shopping cart while you continue to browse. We will store all of your pending purchases, arranged by merchant, which you can access by clicking on the Shopping Cart link located in the top menu bar.

I received an AVS mismatch. What does this mean?

If you received an AVS mismatch, it means that the address provided at checkout did not match the billing address of the cardholder. If you had an error with your billing address, we did NOT charge your card. An error like this stops the transaction. However, sometimes when a transaction fails, the bank has already received the request for funds. As a result, the bank holds the money for a few business days for security reasons (exactly how long depends on the bank). It will generally return to your account after two or three business days. You may contact your bank to find out exactly how long the hold will last. See Also: My credit card was declined, but it still got charged!

What should I do if I have not received my e-tickets?

As soon as you see "Your order has been paid and completed", that means your purchase is successful. You should check your email from digital@gotobus.com. If you can not find ticket in your inbox, you can check your Spam or Junk folder as our e-ticket may be blocked by the filter. If you still do not receive your ticket after your purchase, please visit  eTicket Re-Delivery Help. We suggest you create an account in order to manage your tickets directly. Click here to sign up.

Am I allowed to bring a pet on the bus?

No. However, operators do allow trained service animals that help disabled customers perform necessary activities. Service animals must be properly harnessed, have a certificate, and should be under the direct control of the owner at all times.

What’s an open ticket?

When you would like to reschedule a ticket but don’t know your new travel dates, most bus carriers issue what is called an "open ticket." Often, this is accompanied by a $5 fee. You can request an open ticket up to 24 hours prior to your departure. The open ticket is valid for the same route (same direction) and same bus carrier for up to one year.

Guidelines for Unaccompanied Minors Traveling on a Bus

Any passenger under the age of 8 must be accompanied by a passenger of at least 18 years of age at all times. For minors (children between the ages of 9 and 18 years of age) traveling alone, parents must sign a consent letter. Download your consent letter here.

What is the general bus policy?

For general information about the bus policies check this page. However, each bus operator has its own policy, and the exact rules and regulations will depend on the service provider with whom you are travelling. After you add the ticket(s) to the shopping cart, the terms and conditions for the specified bus carrier will show up next to the schedule that you selected.

Can I buy tickets for a friend?

Yes. Enter your friend's name into the "customer name" field. You can still use your credit card to check out. If you also put your friend's email into the corresponding field, he or she can receive the e-tickets directly by email.

Can I reschedule my bus ticket? How?

Not all vendors allow tickets to be rescheduled. You can find out if your particular ticket can be rescheduled by looking at the "Terms and Conditions" on the bottom of your ticket. Most bus operators allow customers to reschedule up to 24 hours prior the original travel date and time. Please note that you may only reschedule the ticket with the same bus carrier. For those who do allow rescheduling, you can do so online via My Account. You can open "My Bookings," find the ticket you wish to change, and click "Reschedule." The system will then show you the available options. Self-rescheduling online is easy, and starts from $1 per ticket. Through a Gotobus representative, it starts from $5 per ticket. Once the time of travel has passed, the unused tickets no longer have any refund or reissue value. eTicket rescheduling is available at: https://www.gotobus.com/reschedulebusticket/

How can I retrieve my e-ticket?

You may use the e-ticket self retrieval.

Can I get a refund or cancel my bus ticket?

Cancellation and Refund - Bus tickets cannot be cancelled or refunded. Duplicate bookings are non-refundable as those seats have been removed from the sales inventory. Tickets can be rescheduled before the travel time, or an open ticket can be issued if passengers cannot keep the original reservation. Schedules - The bus operators will make every effort to operate according to published schedules. The bus operators are not liable for delays caused by traffic, accidents, mechanical issues, road conditions, or severe weather, and do not guarantee arrival at or departure from any point at any specific time. Connections cannot be guaranteed and schedules are subject to change. Reschedule - You may click here for instructions on how to reschedule your bus tickets. Please note that some operators do not allow rescheduling. You may refer to the bus terms and conditions at the bottom of your e-ticket for more info.

Do I need to print out my e-ticket?

We recommend you to bring a printout of your ticket when boarding the bus. If your e-ticket says that you need to bring a print-out to redeem the service, you MUST print it out. If a print-out is not required, you may show the e-ticket to the driver on your phone or another electronic device. If you cannot print out the ticket, please write down all the information (confirmation number, date, time, name) on a paper and show this along with an ID to the driver in order to board the bus.  

How much luggage is allowed?

Most bus operators allow each passenger to have one piece of check-in luggage and one carry-on bag. For guidance, the check-in luggage must not exceed 62 inches when adding the total exterior dimensions of the piece (length + width + height) and should not weigh more than 50 pounds. Oversize and additional luggage fee start at $10 per piece.

Can I bring my bicycle on the bus?

Bus carriers will transport bikes on a space-available basis, but cannot guarantee they can be transported.

Can I reserve a ticket without advance payment?

No. Gotobus.com will only issue an e-ticket with the time and the bus carrier of your preference once the payment has been submitted. We are unable to hold a ticket without payment.

Does Gotobus accept cash or money orders?

Gotobus.com is a dedicated online marketplace that allows you to book bus tickets online with the bus carrier of your preference. As Gotobus is not involved in the operation of any bus service, we are unable to take cash. We accept credit cards and debit cards for purchases online directly. Upon booking, you will receive an e-ticket immediately via email. If you do not have credit cards, we also accept personal checks and money orders for bookings made within one week prior to departure. Before the payment is sent, you may complete an online order and select "check" as your payment type; you will receive an order number and our mailing address in your email account. We are unable to issue a ticket until we have received the check/money order. Booking online on Gotobus.com will guarantee your seat with the bus carrier. We do not suggest paying cash at the bus stop as this means you do not have any reservation.s Advantages of booking/paying online:
  • Once an e-ticket is purchased, both the passenger name and the confirmation number (CN) are recorded in the supplier's online booking list.
  • Either the purchased customer, GotoBus, or the service provider has the ability to re-deliver customer e-tickets online.

Can I reschedule my hotel reservation?

No, all hotel reservations are date-specific.  You will have to cancel your reservation and rebook a new one.  Please see ‘How do I cancel my hotel reservation?’

How do I cancel my hotel reservation?

To cancel your hotel reservation, please send us a cancellation request via email or, if you have a GotoBus account, use our communication tool under ‘My Bookings’.  Cancellation will incur penalties, which are listed on your confirmation voucher and our website product page. The general cancellation policy is as follows:
  • Cancellations received 7 days or more prior to the date of arrival will incur a penalty of 25% per room.
  • Cancellations received between 3 and 7 days of arrival will incur a penalty of 50% per room.
  • Cancellations received within 3 days of arrival will incur a penalty of 100% per room.
  • Unused features are non-refundable. No-shows forfeit their entire payment.
 

My credit card was declined, but it still got charged!

If the transaction has been denied for any reason, your credit card or debit card will not be charged by GotoBus/TakeTours. However, your bank (not our bank or our credit card processor) may have set funds aside during the authorization request. Banks will release these funds between three and 30 business days after the transaction or upon use of your credit card or debit card. We offer our sincerest apologies for this inconvenience, but there is absolutely nothing Gotobus can do to prevent it. Customers who feel their funds are being held too long should contact the bank that issued their card. This phone number is generally located on the back of the card. See Also: I received an AVS mismatch. What does it mean?