My trip was cancelled, what do I do?

Handling Trip Cancellations

We are very sorry to hear that your trip was canceled. We understand how frustrating and disruptive cancellations can be, especially after making plans and preparations for your travel.

What to Expect:

1. Rebooking or Compensation: Trip operators will often re-book you on the next available trip. If rebooking is not possible, they will typically provide either a voucher for future travel or authorize a refund for your booking.
2. Refund Process: Trip operators often reach out to us directly to process your refund to the original payment method. Rest assured, when processing your refund, we will also refund any booking fees. There is no additional cost for you if your bus is canceled.

 

How to Start the Process:If your service was canceled by the operator or your bus did not arrive, you may be eligible for a refund or travel credit, depending on the operator’s policy for your fare. To get started:

1. Collect Proof of the Disruption: Acceptable evidence includes a screenshot or email/SMS from the operator confirming the cancellation, photos of departure boards or station notices, or written confirmation provided at the station. Please note the scheduled time, location, route, and a brief description of what happened.
2. Contact the Trip Operator (when required): Many operators ask customers to request refunds or credits directly with them first. Use the contact details on your e-ticket or the operator’s website and include your booking reference.
3. Notify Busbud: Reply to your booking confirmation email or contact Support with your evidence and booking number. We will liaise with the operator to confirm the disruption and process the outcome allowed by your fare rules.
4. Partial Round Trips: If only one leg of a round trip was affected, we can generally request a refund for just the impacted segment once the operator confirms a service failure. Some operators, however, require round-trip changes to be handled together—Busbud will follow the operator’s rules.
5. Outcome and Payment Method: The resolution depends on your fare’s terms. If the fare is fully refundable with the operator, refunds typically return to your original payment method. For non-refundable or credit-only fares, the resolution is usually a Busbud credit or an operator-issued voucher.
6. No Official Cancellation: If the operator has not issued an official cancellation but the bus did not show, please ask them to confirm the incident (e.g., no-show due to operational issues or weather) and share that confirmation with our Support team to help expedite your case.

 

If You Haven't Received Your Refund:

• If you have not received your refund within 7 business days after your trip was canceled, please feel free to contact us directly here.

 

Refund timelines and what to do if you haven’t received the money

• Processing times vary by bank and card issuer. Typical timelines: 
  • Refunds to card/bank: Usually 3–5 business days; in some cases it can take up to 7 business days or longer depending on your financial institution. 
  • Credits and vouchers: Usually appear immediately or shortly after cancellation. If you were notified that your refund was processed but you don’t see it: 
    • Wait a few business days for the transaction to post. 
    • Check your card or bank statement for the refund entry (it may show in local currency or as a reversal). 
    • Use the refund receipt we sent to ask your bank/card issuer to trace the transaction. 
    • If more than 7 business days have passed and the refund is not visible, contact Busbud support and include your booking reference and the refund confirmation email.

Additional Contacts:

• You can also find the contact information for the operator of your trip in your confirmation email or here.

We are here to help, so don’t hesitate to reach out if you have any questions or need further assistance.