Frequently Asked Questions

General

Cooee Busways is a public transport on demand service providing shared rides to Schofields, Tallawong and Rouse Hill stations from within the area bounded by: Schofields Rd; Burdekin Rd; Stanhope Pkwy; Conrad Rd; Merriville Rd; and Windsor Rd.

The service will operate weekdays (Monday to Friday) inclusive of public holidays between 5 am and 9pm.

Cooee Busways is using the existing bus zones at the stations to drop off and pick up customers. These stops provide direct access to the stations.

Cooee Busways is a shared ride service. In order to be more efficient, it does not offer a door to door service but rather customers are asked to walk a short distance to an agreed pick-up point at one of our virtual bus stops. Pick-up points will mostly be at nearby intersections. When you book, you will be provided with directions to the location where you will meet the vehicle.

Virtual bus stops are not always the same. They frequently change to accommodate passengers who are on board the service at the time and they depend on which route is taken to get you home. Your drop-off point in the afternoon may differ from where you’re picked up in the morning.

Cooee buses have a unique number from 1 to 6 which can be seen on the front and side of the bus. You’ll be notified of your bus number in the app once your booking is accepted.

Passenger number will vary based on your chosen destination and service demand at the time.

You will know when the bus is coming by following the bus on the real-time map displayed in the Cooee Busway app after booking.

We will also send you an in-app notification to your mobile phone 2 minutes before the bus is due to arrive at the pickup point. This notification will include the bus number.

You will receive regular text notifications as to the ETA of the bus to the agreed pick up point. You will also be able to track the bus in real time via the app.

Yes, as long as they are a registered account holder and are using an app enabled phone to receive text notifications.

Yes. Cooee Busways uses Busways’ Code of Conduct which can be viewed here.

The app will work on Apple and Android phones. You can download the app from the Apple Store and Google Play Store

At the end of each trip you will be prompted to provide a star rating of the trip via the Cooee Busways app.

You can also provide feedback by:
Emailing cooee@busways.com.au;
Calling Busways’ infoline 1300 69 2929; or
Calling the NSW Transport Infoline 131 500.

Contact our friendly Customer Service staff via the infoline 1300 69 2929 for assistance.

If you’d like to speak to someone, our friendly customer service team can be contacted on 1300 692 929 between 7am and 7pm weekdays.

Bookings

No. You need to book a ride through the app. Cooee Busways is not a hail-and-ride service. At time of booking you will be sent details of the bus you have been booked on. Your driver will also confirm that you are on the right bus as you board.

All trips must be booked through the Cooee Busways App on a smartphone.
You will need to download the Cooee Busways App and complete the registration before you can book a trip.

The service is on demand and it’s intended for customers to book once they’re ready to board the bus. If you book the ride when you are not yet available to board, this can hinder the efficiency of the service and can greatly increase wait times for other passengers.

Cooee drivers are only able to wait a short time, so if you have not arrived at the pickup point you may miss the service and therefore will be charged a cancellation fee, set in the Terms and Conditions.

No. As this is a shared ride service customers need to book when they are ready to travel.

Yes. Cooee Busways accepts up to 7 people on the one booking. You need to include them at the time of booking and they must travel with you for the whole trip.

You can change or cancel your booking through the app.
You may incur a cancellation fee if you change or cancel the trip more than one and a half minutes after making the initial booking. Refer to Terms and Conditions for more details.

You’ll always get an accurate estimate of your pick-up ETA before booking. You can also track your minibus in real time in the app.

As this is an on demand service, you will need to allocate a reasonable amount of time for the service to arrive at the designated train station. Vehicles may not be at the station when your train arrives.

When you are trying to book a ride, you may get an error message stating that we are experiencing high demand. This means that our services are currently at capacity. We encourage you to try and rebook again after a few minutes.

Fares and payment

Fares are set by TfNSW. The fares at 27/05/2019 are:


Concession fare eligibility: concession card holders, including pensioners, seniors, students and apprentices.

Two payment methods are available: via the nominated credit/debit card account provided at time of registration; or, via credit/debit card processed on the Vehicle at the time of boarding.

No, Opal is not available on this service. Payment can be made through the Cooee Busways app or by tapping your Visa or Mastercard on our EFTPOS machines when boarding the vehicle.

Please enter “concession2019” or “child2019” in the “promo code” section within the app. Please ensure you use the correct fare for your Concession type.
It is a requirement to show the driver proof of eligibility when boarding the vehicle each time.

Yes. A cancellation fee will generally apply if you fail to turn up or cancel more than one and a half minutes after making the booking.
The cancellation fee will not exceed the quoted cost of the booked trip. More details on our cancellation policy can be found here.

The app has a pre-authorisation feature to ensure that the bank card you have on your account is valid. The $1 is reserved in your bank account until you are charged for your first ride and is then refunded back to your account within 24 to 48hrs.

Accessibility

Yes, the service is fully accessible. Guide Dogs and assistance animals are welcome on board too.