Terms and Conditions

Phoenix Bus Lines – Terms & Policies

Payment Terms

At Phoenix Bus Lines, we aim to make your booking experience smooth and stress-free. Once your reservation is confirmed, we kindly request that full payment is completed at least 3 business days prior to your scheduled travel date. This allows us to prepare thoroughly and deliver a seamless experience for you and your group.

Booking Fee

Please note: a 3% booking fee applies to all payments made either online or through invoice.

Confirmation Texts

To keep you informed, we send out confirmation texts with driver details by 6:00 PM on the day before your booking.
If you haven’t received this message by then, please get in touch with us promptly to confirm your trip details.

Emergency Evacuation Guidelines

Safety is a top priority at Phoenix Bus Lines. While emergencies are rare, we are prepared to act swiftly and responsibly if evacuation of a vehicle becomes necessary:

1. Once the bus, coach, or vehicle comes to a complete stop and it is deemed safe, evacuation will be carried out in a calm and orderly manner.

2. If accessible, passengers will exit through the standard doors.

3. If main doors cannot be used, marked Emergency Exits will be utilized.

4. After exiting, all passengers should gather at a safe distance from the vehicle, as determined by the situation.

5. The person in charge (teacher, coordinator, or group leader) is responsible for ensuring all passengers are accounted for and calm.

6. The driver will exit last, confirming that no one is left behind and that everyone is safe.

7. The driver will also report the evacuation to Phoenix Bus Lines’ management, first via mobile phone, followed by a formal written report.

The written report will include:

• Date, time, location, and details of the event

• The group or organization involved

• The names and roles of key individuals

• Any injuries, issues, or distress reported

• Names and contact details of witnesses or those involved

In the event of damage to the vehicle, an invoice will be issued within 1–3 business days, and supporting photos will be provided.

Cancellation Policy: Charter Services, Sports Transfers & Coach Hire

We understand that plans can sometimes change unexpectedly. To accommodate this while keeping our operations efficient, we’ve outlined the following cancellation terms:

Cancellations with at least 48 Hours’ Notice

• Written notice is required at least 48 hours before the booking.

• You’ll receive a full refund or the option of a credit valid for 12 months toward future travel.

Cancellations within 24 Hours

• Cancellations made within 24 hours of departure are subject to a 100% cancellation fee.

• If you notify us before 3 PM on the day prior to travel, we may offer a 50% credit for use on a future booking.

Refund Processing

• Approved refunds will be processed and returned within 7 to 14 business days following cancellation confirmation.

At Phoenix Bus Lines, we take pride in offering fair, flexible service and support every step of the way. Should you have any questions about your booking, cancellations, or policies, our friendly team is always ready to assist.

Contact Information

For questions about these Terms and Conditions, please contact us:

Phoenix Buslines Pty Ltd
Phone: 02 8358 6382
Email: info@phoenixbuslines.com.au

By using this website, you agree to these Terms and Conditions. If you do not agree, please refrain from using our site.