Help and manage
Fare rules, changing or cancelling, and how to reach Murrays directly.
Fare types
| Fare | Can you change it? | Fee |
|---|---|---|
| Super Hot / Hot Discount | No — name, time, date, and location can't be changed | Not applicable |
| Premium Discount | Yes, up to 60 min before departure | Free if swapping to an equal/lower discount fare, otherwise $10/person/trip + any fare difference |
| Flexible | Yes, up to 60 min before departure | Free online or at the booking office |
| Frequent Traveller Pass | Same rules as Flexible | Requires Loyalty Club membership to purchase |
Phone changes to any fare add a $5 transaction fee.
Source: Express Terms & Conditions
Changes and refunds
Murrays does not offer refunds or credits for a change of mind or being unable to travel — outside limited consumer-law cases (e.g. a cancelled or significantly delayed service). If your fare allows changes, they must be made at least 60 minutes before your original departure time, or the ticket is forfeited.
Source: Express Terms & Conditions
Lost your ticket or QR code?
Your ticket is the confirmation email you were sent when you booked. If you've lost it or can't find the QR code, contact the booking office or call 13 22 51 before you travel.
Source: Boarding & Airport FAQs
Contact Murrays
Reservations: 13 22 51 — 6am to 5pm, 7 days (check the official contact page for any change)
Email: reservations@murrays.com.au
Deaf or hard of hearing: use the National Relay Service and give the relay officer 13 22 59
Sources: Official contact page, Booking & Travel FAQs (email)