Bookings: All bookings should be pre-booked in order to guarantee a seat. Online bookings need to be made a minimum of 4 hours prior to departure time.
On the day: It is the responsibility of the passenger to be at the correct pick up / departure point at least 10 minutes prior to the given time. A brief stop may be made en-route for the comfort of passengers, time permitting and at the driver’s discretion. Please allow enough time at the Airport to satisfy your Airline's check in requirements and to collect your baggage.
Elderly and extra care: Assistance to board and exit the bus will be given to those who require it.
Walking aids will be safely stowed in our luggage trailer.
Children: Children 12 years of age and under must be accompanied by an adult. Booster seats are available on request.
Prams will be safely stowed in our luggage trailer.
Group bookings: Special rates apply for group bookings of six (6) or more adults. Phone our Booking Office on 03 5825 3861 to obtain our discounted rates.
Mobile phones: On the day of your departure and return please turn on your mobile phone to assist us to locate you if necessary. Record your mobile phone number when booking your seats.
Contacting the driver: Our drivers will not answer phone calls whilst driving, but will check voice and text messages when they are stationary. If you are going to be late meeting the bus, please let the driver know by phoning 0417 545 967. Please do not phone the driver to make bookings.
Luggage: Our drivers will assist with your luggage, but please be aware we do not ask our drivers to lift any weight that may cause them an injury. Under those circumstances the passengers may be asked to assist the driver to lift their luggage. Allowable luggage is one suitcase and one 'carry on' bag per person. Extra amounts of luggage will incur additional charges. Our drivers will assist you in carrying and loading your luggage however any luggage weighing more than 18kg till not be handled by our driver. Balfours Airport Direct will not be responsible for any injuries you may incur when you are carrying or lifting heavy luggage into our vehicles, or any damage to luggage whilst it is in our luggage trailers.
Surfboards, Golf Clubs, Snow Ski’s, Bicycles etc: Golf clubs must be packaged so as to prevent damage to other luggage. Bicycles must be dismantled and pre-packaged in a secure box. Surfboards, snow ski's and other long items will be safely stowed in our luggage trailer.
Open return ticket: If booking for a two-way trip with us, but don’t know the exact date of your return journey, you may book an ‘Open Return Ticket’ which is valid for four (4) months from the date of your departure. This ticket is not transferable and must be presented upon request. You are required to confirm your return date with our Booking Office at least twenty-four (24) hours before the time of travel to ensure availability of seating.
Cancellations: If for some reason you need to cancel your booking, we require 24 hours notice. We can place your unused trip on hold for you to use at a later date (within a 12 month period) or alternatively we can issue a partial refund. Please note that a $10.00 administration fee does apply to all refunds issued.
Pets: Unfortunately pets are unable to travel onboard our bus, with the only exception being a registered Guide Dog.