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FREQUENTLY ASKED QUESTIONS

How much luggage may I take with me?

Each fare-paying passenger is permitted to take, free of charge and at own risk, two pieces of luggage, each of which does not exceed 80 cm x 60 cm x 30 cm in size, of a total mass not exceeding 20 kg for local South African routes, and 30 kg for cross-border routes. Luggage will be weighed, and luggage exceeding the allowance will be charged an additional rate per kilogram. Passengers should receive an Intercape luggage sticker when boarding, which you should keep safe throughout the journey.

Do you give discounts on any type of bookings?

We do allow discounts for various categories of travelers including students, pensioners, SANDF employees. In order to qualify, please ensure that you have the necessary documentation with you e.g. valid and current student card.  More information here: Loyalty & Discounts.

What time should I arrive before the bus departs?

In order to allow Intercape staff sufficient time to book you in, load your luggage and allocate seats to stand-by passengers, we kindly request that you arrive at your point of departure no later than 30 minutes before the scheduled departure. Cross–border travelers are requested to arrive an hour (60 minutes) before scheduled departure.

How can I go about booking?

Book your ticket on-line at www.intercape.co.za, by calling our call center at 021 380 4400 (international: +27 21 380 4400), or visit on of our Sales Offices. Payment can be made by means of using your credit card. You are also given the option of reserving the ticket at the call centre with the payment option being Bank Deposit or a ticket pick-up at PEP or Shoprite/Checkers outlet. Alternatively visit any Shoprite / Checkers Money Market counter or any of our offices nationwide. There may be an agent in your area who will also be able to assist.

Who can I talk to if I have any questions that are not answered here?

Call our Call Center on 021 380 4400 (international +27 21 380 4400).

How much luggage may I take with me?

Each fare-paying passenger is permitted to take, free of charge and at own risk, two pieces of luggage, each of which does not exceed 80 cm x 60 cm x 30 cm in size, of a total mass not exceeding 20 kg for local South African routes, and 30 kg for cross-border routes. Luggage will be weighed, and luggage exceeding the allowance will be charged an additional rate per kilogram. Passengers should receive an Intercape luggage sticker when boarding, which you should keep safe throughout the journey.

Where can I find out about Intercape's routes and schedules?

On this website (Our Routes), by calling our Call Center t 021 380 4400 (international +27 21 380 4400), local Intercape Sales Offices, Shoprite / Checkers Money Market counters and Agents in your area.

Is there any benefit for travelling regularly on an Intercape coach?

Yes.  See our section on Loyalty and Discounts.

What do I do if I am not satisfied with the service or any other aspect of my trip?

You may speak to the office supervisor upon your arrival at an Intercape Office or alternatively call our call centre at 021 380 4400 (international +27 21 380 4400). Depending on the nature of the complaint, a case will be logged and the relevant department will contact you to resolve the complaint.

What happens in the event of a breakdown?

The driver immediately informs the 24 hour Operations Room which evaluates the nature of the breakdown and dispatches either the closest mechanic or a replacement coach.

What type of coach will I be travelling in?

The sales agent that sells you your ticket will be able to inform you of the coach that you will be travelling on (Mainliner or Sleepliner)

Can I trust the porters who offer assistance at the boarding point and disembarking point?

Yes, provided that you only accept assistance from porters employed by Intercape and identified as such. Also keep in mind that all luggage must be weighed and marked, and you should receive a luggage stub for any luggage placed in the trailer or luggage compartment of the coach.

How will I know which bus to board?

Your coach number will be written onto your ticket when you are checked in.

Do you provide blankets and pillows?

We do not provide blankets or pillows, but we do recommend that you bring a travel pillow and small blanket along.

What happens when the coach is delayed?

An SMS will be sent to the purchaser and passenger notifying them of the delay.

Do you guarantee your departure and arrival times?

We do not guarantee departure and arrival times, but we do endeavour to be as punctual as possible under circumstances within our control.

What facilities are there on board?

All coaches are equipped with toilets, air conditioning, individual reading lights, reclining seats, and on-board audio/video entertainment.

Will there be enough time to order food at the stops?

Yes, but make sure you order your meals before making use of the other facilities.

How regularly does the bus stop?

The coach has scheduled stops along the route and this will be announced by the on-board crew before a scheduled stop.

Do you provide food and drinks on board?

No, but we do make refreshment stops along the way so that you may purchase food.

Can my children travel across borders without me being with them?

What documents must I have when travelling across borders?

Make sure you have a valid passport and that all your paper work is in order (Visa if required, and proof of Yellow Fever Injections). Consult your local travel clinic for professional medical advice regarding required vaccinations. If travelling with children, see the requirements for travelling cross-border with children.

Can I take large items as luggage, e.g. appliances and sporting equipments?

Intercape may agree to transport excess and unusual luggage belonging to its cross-border passengers, subject to certain terms and conditions. We do not transport bicycles, fishing rods, surfboards, abnormal boxes, plastic carry bags and perishable items. The carrying of firearms, ammunition and / or fireworks or any other flammable material is not permitted on any of Intercape’s vehicles.

What if I have extra luggage than the allowed amount?

Luggage over and above your allowed 20kg (30 kg for cross-border routes) will be weighed on Intercape’s scale and charged an additional rate per kilogram. Intercape reserves the right to refuse to carry luggage that does not comply with the prescribed limitations.

How long in advance should I book?

In order to have the full selection of ticket classes and corresponding fares available to you, you are advised to book well in advance. Certain ticket classes sell out quickly, restricting your choice to the remaining tickets available. Generally, you will find the best fares if you book early (at least a week in advance, and longer for peak holiday periods).

Can I choose where I sit?

Seat allocation is available on various routes but it is only possible with tickets bought via our call centre and at Intercape offices. If you require seat allocation, call the call centre or visit the office a day before departure. The ability to reserve a seat is subject to availability.

May I take hand luggage with me?

Certainly, you may take hand luggage with you, but in order to ensure that your luggage does not obstruct other passengers, large items must be carried in the luggage compartment or trailer.

What happens if I miss the bus?

Should you realise that you will not make it to the departure point on time, you may change or re-book your ticket up to 15 minutes prior to departure time, with the deduction of a change fee dependent on the ticket class. After that time, if unused, the ticket becomes null and void. Change your ticket by calling the call centre or at an Intercape office.

Will I be able to sleep on board?

Certainly! All our coaches feature comfortable, reclining seats. Our Sleepliner seats recline 150 degrees, and with the extendable foot rests, you will find the seating comfortable enough to sleep. Our on-board crew will ensure that the cabin lights are dimmed, and the audio visual equipment is switched off during sleeping hours.

Can my children travel with me, and must I make special arrangements for them?

Children under the age of 18 months may travel on their parent/guardian’s lap for free, provided that they do not occupy a seat. Children above this age are required to book a seat. Cross border travel requires an affidavit from the parent that is not travelling with the child.

Can my children travel alone?

No children under the age of 12 will be permitted to travel alone, and must be accompanied by a parent or guardian older than 18 years. 12 to 18 year olds may travel provided that the parent fills in an indemnity form. This only applies to destinations within South Africa.

Do you have facilities for disabled or elderly passengers?

Our Sleepliner coaches are equipped with wheel chair facilities, which need to be arranged in advance. Your own wheelchair will be transported in the luggage hold. Elderly passengers are advised to book their seat downstairs in close proximity to the lavatory to avoid negotiating stairs whilst in transit.

What must I have with me in order to board the bus?

Bring along your printed ticket or your ticket number, as well as a photo identity document.

Why do ticket prices fluctuate/change?

Intercape has dynamic ticket fares, similar to airlines and hotels. Different ticket classes have different fares. Typically, the further in advance you make a booking, the lower the price will be as some of the cheaper ticket classes may still be available.  Ticket prices tend to be higher during periods of high demand, such as school holidays and long weekends.

What are the different ticket classes, and how do ticket classes differ?

Intercape offers 3 different ticket classes: SAVER, FLEXI, and FULL FLEXI. SAVER tickets offer the best fares, however have limited availability and are more restrictive when it come to cancelling or changing a booking. Book early to take advantage of SAVER fares. FLEXI and FULL FLEXI tickets offer more flexibility, but are more expensive than SAVER tickets. More information can be found here: Ticket Rules.

What payment options do I have?

You may pay with cash, debit or credit card at one of the offices or Shoprite or Checkers Money Market counters. Call Center bookings may be paid for via internet banking (electronic fund transfer) or credit card, bank deposit, Ticket pick-up at any PEP Store, and at Shoprite or Checkers Money Market counters.

Who can I talk to if I have any questions that are not answered here?

Simply contact us.

What are the requirements for infants on the lap?

One child up to 24 months travel free of charge, provided they don’t occupy a seat. Note: only one infant per adult is allowed.

How can I go about booking?

Book your ticket online at www.intercape.co.za, by calling our call centre at 021 380 4400 (international: +27 21 380 4400), or visit one of our Sales Offices. Payment can be made by means of using your credit card. You are also given the option of reserving the ticket at the call centre with the payment option being Bank Deposit or a ticket pick-up at PEP or Shoprite/Checkers outlet. Alternatively, visit any Shoprite / Checkers Money Market counter or any of our offices nationwide. There may be an agent in your area who will also be able to assist.

How long in advance should I book?

In order to have the full selection of ticket classes and corresponding fares available to you, you are advised to book well in advance. Certain ticket classes sell out quickly, restricting your choice to the remaining tickets available. Generally, you will find the best fares if you book early (at least a week in advance, and longer for peak holiday periods).

What payment options do I have?

You may pay with cash, debit or credit card at one of the offices or Shoprite or Checkers Money Market counters. Call Center bookings may be paid for via internet banking (electronic fund transfer) or credit card, bank deposit, Ticket pick-up at any PEP Store, and at Shoprite or Checkers Money Market counters.

Is there any benefit for travelling regularly on an Intercape coach?

Yes.  See our section on Loyalty and Discounts.

What do I do if I am not satisfied with the service or any other aspect of my trip?

You may speak to the office supervisor upon your arrival at an Intercape Office or alternatively call our call centre at 021 380 4400 (international +27 21 380 4400). Depending on the nature of the complaint, a case will be logged and the relevant department will contact you to resolve the complaint.

Who can I talk to if I have any questions that are not answered here?

Simply contact us.

Can I trust the porters who offer assistance at the boarding point and disembarking point?

Yes, provided that you only accept assistance from porters employed by Intercape and identified as such. Also keep in mind that all luggage must be weighed and marked, and you should receive a luggage stub for any luggage placed in the trailer or luggage compartment of the coach.

Can I take large items as luggage, e.g. appliances and sporting equipment?

Intercape may agree to transport excess and unusual luggage belonging to its cross-border passengers, subject to certain terms and conditions. We do not transport bicycles, fishing rods, surfboards, abnormal boxes, plastic carry bags and perishable items. The carrying of firearms, ammunition and/or fireworks or any other flammable material is not permitted on any of Intercape’s vehicles.

What if I have extra luggage than the allowed amount?

Luggage over and above your allowed 20kg (30 kg for cross-border routes) will be weighed on Intercape’s scale, and charged an additional rate per kilogram. Intercape reserves the right to refuse to carry luggage that does not comply with the prescribed limitations.

May I take hand luggage with me?

Certainly, you may take hand luggage with you, but in order to ensure that your luggage does not obstruct other passengers, large items must be carried in the luggage compartment or trailer.

Why do ticket prices fluctuate/change?

Intercape has dynamic ticket fares, similar to airlines and hotels. Different ticket classes have different fares. Typically, the further in advance you make a booking, the lower the price will be as some of the cheaper ticket classes may still be available.  Ticket prices tend to be higher during periods of high demand, such as school holidays and long weekends.

What are the different ticket classes, and how do ticket classes differ?

Intercape offers 3 different ticket classes: SAVER, FLEXI, and FULL FLEXI. SAVER tickets offer the best fares, however have limited availability and are more restrictive when it come to cancelling or changing a booking. Book early to take advantage of SAVER fares. FLEXI and FULL FLEXI tickets offer more flexibility but are more expensive than SAVER tickets. More information can be found here: Ticket Rules.

Who can I talk to if I have any questions that are not answered here?

Call our Call Center on 021 380 4400 (international +27 21 380 4400).

Where can I find out about Intercape's routes and schedules?

On this website (Our Routes), by calling our Call Center t 021 380 4400 (international +27 21 380 4400), local Intercape Sales Offices, Shoprite / Checkers Money Market counters and Agents in your area.

What happens in the event of a breakdown?

The driver immediately informs the 24 hour Operations Room which evaluates the nature of the breakdown and dispatches either the closest mechanic or a replacement coach.

What type of coach will I be travelling in?

The sales agent that sells you your ticket will be able to inform you of the coach that you will be travelling on (Mainliner or Sleepliner)

How will I know which bus to board?

Your coach number will be written onto your ticket when you are checked in.

Do you provide blankets and pillows?

We do not provide blankets or pillows, but we do recommend that you bring a travel pillow and small blanket along.

What happens when the coach is delayed?

An SMS will be sent to the purchaser and passenger notifying them of the delay.

Do you guarantee your departure and arrival times?

We do not guarantee departure and arrival times, but we do endeavour to be as punctual as possible under circumstances within our control.

What facilities are there on board?

All coaches are equipped with toilets, air conditioning, individual reading lights, reclining seats, and on-board audio/video entertainment.

Will there be enough time to order food at the stops?

Yes, but make sure you order your meals before making use of the other facilities.

How regularly does the bus stop?

The coach has scheduled stops along the route and this will be announced by the on-board crew before a scheduled stop.

Do you provide food and drinks on board?

No, but we do make refreshment stops along the way so that you may purchase food.

What documents must I have when travelling across borders?

Make sure you have a valid passport and that all your paper work is in order (Visa if required, and proof of Yellow Fever Injections). Consult your local travel clinic for professional medical advice regarding required vaccinations. If travelling with children, see the requirements for travelling cross-border with children.

Do you have facilities for disabled or elderly passengers?

Our Sleepliner coaches are equipped with wheel chair facilities, which need to be arranged in advance. Your own wheelchair will be transported in the luggage hold. Elderly passengers are advised to book their seat downstairs in close proximity to the lavatory to avoid negotiating stairs whilst in transit.

Will I be able to sleep on board?

Certainly! All our coaches feature comfortable, reclining seats. Our Sleepliner seats recline 150 degrees, and with the extendable footrests, you will find the seating comfortable enough to sleep. Our on-board crew will ensure that the cabin lights are dimmed, and the audio visual equipment is switched off during sleeping hours.

What happens if I miss the bus?

Should you realise that you will not make it to the departure point on time, you may change or re-book your ticket up to 15 minutes prior to departure time, with the deduction of a change fee dependent on the ticket class. After that time, if unused, the ticket becomes null and void. Change your ticket by calling the call centre or at an Intercape office.

Can I choose where I sit?

Seat allocation is available on various routes but it is only possible with tickets bought via our call centre and at Intercape offices. If you require seat allocation, call the call centre or visit the office a day before departure. The ability to reserve a seat is subject to availability.

What must I have with me in order to board the bus?

Bring along your printed ticket or your ticket number, as well as a photo identity document.