Booking FAQ
Frequently Asked Questions
1. General
Q : Do I need to register to make a booking in MalaysiaBus.com?
A :
MalaysiaBus.com offers a unique flexibility in user registration. It is not required to register to buy tickets online. However, frequent passengers are encouraged to register with MalaysiaBus to benefit from MalaysiaBus.com like BOT Mile reward point etc.
Q : I do not have a printer. Is it a must to take the printout of the ticket?
A :
Yes. It is compulsory to print out the e-confirmation of the booking. However, for some bus companies, printed e-confirmation is optional as long as you could provide the booking reference number (BOT No./BOT Reference No.). Kindly refer to the notes during your booking and the notes inside the e-confirmation email. You also need to present your ID or the booking reference number to get the boarding pass.
For KTMB train ticket, please make sure you have the KTMB boarding pass that was sent to your email to board the train.
Please note that payment receipt CANNOT be used for boarding. Please get the MalaysiaBus.com Booking Confirmation Email via the email you used to make the booking.
Q : I have lost my e-confirmation, can I collect my ticket without e-confirmation?
A :
You may email to us and our customer service team will email you the e-confirmation within 24 hours. Alternatively, you can get your Booking Confirmation document via your Member Account or via Check My Booking page. All you need is the BOT Reference No. and the Email/Phone Number used to make the booking.
For some bus company ONLY, if you are the person who bought the ticket, kindly show the counter staff your registered passport number / telephone / Identity Card. The counter will issue the ticket to you.
For KTMB train, please make sure you have the KTMB boarding pass that we send to your email for boarding.
Q : How long will the bus operator open the schedule in advance?
A :
Normally express bus company will open their schedule 1 month in advance.
Q : Is there any child tickets?
A :
Some bus operators offer child ticket prices and you can check the availability from our booking page. Please select the number of child tickets you want to book on the payment page.
Q : Do I need to buy a ticket for my child?
A :
Bus – Children below 2 years old do not require a ticket. However, you are advised to buy a ticket for your child for safety reasons.
Train – Children below 4 years old do not require a ticket. However, you are advised to buy a ticket for your child for safety reasons.
Ferry – Some operators require tickets for all passengers, while others do not.
Q : How do I check and utilize my redemption point (BOT Miles)?
A :
You have to login to your account with your email address. You can redeem your BOT Miles during the booking process in the payment page. Click here to find out more.
Q : Can I make booking via phone call?
A :
Booking via phone is currently not available but you may request for booking assistance via chat on Facebook, Instagram or WhatsApp. Payment methods for booking via chat include online transfer, bank transfer or cash deposit to our account. Then, kindly email the payment receipt back to us. However, you can only make a booking for trips with a departure day at least in the next two days from the booking time.
2. Manage Booking
Q : I have made my payment, but I did not get any confirmation/e-receipt from MalaysiaBus.com
A :
Kindly check your junk mail for the confirmation/e-receipt. If there is no e-receipt received, kindly email to us, our customer service team will respond to you within 24 hours after receiving your email.
You can also check your booking status via your Member Account or via Check My Booking page.
Q : How long would it take to receive my booking confirmation after I made the payment? What should I do if I don’t receive it?
A :
It depends on the payment method that you choose. Usually, you will get the booking confirmation almost instantly. However, sometimes payment is delayed by the bank/credit card company and this could take up to 24 hours for the payment to be confirmed. If you did not receive the booking confirmation email by then, please call our customer service hotline for assistance.
Alternatively, you can get your Booking Confirmation document via your Member Account or via Check My Booking page. All you need is the MalaysiaBus.com Reference No. and the Email/Phone Number used to make the booking
Q : Can I check my booking history after I made a booking?
A :
Yes, you can log into your registered member account and check your booking history under “History” in the member page. If you do not have member account, you can visit Check My Booking page.
Q : How to know if my booking is successful?
A :
You can check your booking status via Check My Booking page or login to your registered member account and check your booking history under “History” in the member page
Q : Is my ticket transferable?
A :
Yes, you just need to print out the e-confirmation and your friend with the e-confirmation can collect the ticket from the counter.
Q : Can I reschedule my trip?
A :
Reschedule Policy may differ for each operator. If applicable, you can reschedule your bus trip via MalaysiaBus.com Member Panel. Just log in to your member account and Manage your booking. You will see an option to Reschedule Booking if the booking is reschedulable.
Q : Can I cancel my booking?
A :
Cancellation and Refund Policy may differ for each operator. If applicable, cancellation and refund requests can be done via MalaysiaBus.com Member Panel or via Check My Booking. Just log in to your member account and Manage your booking. You will see an option to Cancel Booking if the booking is cancellable.
Please note that in case of any cancellation whether fully or partially by the customer or by the operator, the cashback redeemed are exhausted and shall not be credited back to User’s BOT Wallet.
3. Payment and Refund
Q : What payment options do MalaysiaBus.com accept?
A :
For Singapore Dollar transaction, we accept:
1. Credit Card (Visa, MasterCard)
2. eNETS (DBS, UOB, OCBC Internet Banking in Singapore)
3. Alipay
4. Paypal
5. eWallets including DBS PayLah! and GrabPay
6. AXS Stations
For Malaysia Ringgit transaction, we accept:
1. Credit Card (Visa, MasterCard)
2. Online Banking including Maybank2U, Alliance, Hong Leong, RHB, CIMB Bank, AM Bank and many more
3. eWallets including TNG eWallet, GrabPay and Boost
4. Alipay
5. Paypal
Q : I don’t have a Paypal account, how can I use my credit card to make payment in Paypal?
A :
Please click here to see how you can made payment in Paypal using your credit card.
Q : I have made my payment, but I did not get any confirmation/e-receipt from MalaysiaBus.com
A :
Kindly check your junk mail for the confirmation/e-receipt. If there is no e-receipt received, kindly email to us, our customer service team will respond to you within 24 hours after receiving your email.
Q : How long would it take to receive my booking confirmation after I made the payment? What should I do if I don’t receive it?
A :
It depends on the payment method that you choose. Usually, you will get the booking confirmation almost instantly. However, sometimes payment is delayed by the bank/credit card company and this could take up to 24 hours for the payment to be confirmed. If you did not receive the booking confirmation email by then, please call our customer service hotline for assistance.
Alternatively, you can get your Booking Confirmation document via your Member Account or via Check My Booking page. All you need is the BOT Reference No. and the Email/Phone Number used to make the booking.
Q : Does the owner of the credit card, with which the ticket is purchased, need to be one of the passengers?
A :
No. A passenger can use any card to pay for the ticket, not necessarily his own. However, please note that the passenger in whose name the ticket(s) is/are booked should carry a proof of his identity (along with the ticket) at the time of boarding the bus and the card holder is deemed to agree to pay for the booking for this passenger.
Q : The website hangs while trying to process payment, how do I know whether my payment gets through?
A :
Kindly email to us to highlight this issue immediately, we will check and respond to you within 24 hours.
Q : How will MalaysiaBus.com refund?
A :
Refund, if applicable, will be refunded via the payment method that you used to make booking or in the form of Refund Voucher. The refund request will immediately be submitted to our bank. From the submission / refund date, banks generally take up to 2 to 4 weeks to process the refund payment and transfer the funds into a customers’ credit card or PayPal. Please note, some banks can take up to 15-30 days, or until the next billing cycle.
For Refund Voucher, you will receive a code via email and you can instantly use the code on MalaysiaBus.com to make another booking.
Please note that in case of any cancellation whether fully or partially by the customer or by the operator, the cashback redeemed are exhausted and shall not be credited back to User’s BOT Wallet.
4. Technical
Q : What is the best resolution to view MalaysiaBus.com website?
A :
MalaysiaBus.com is best viewed with Internet Explorer 9.0 and above at a resolution of 1024 x 768 or higher.
Q : Are there any mobile friendly websites or Apps?
A :
Yes. There are mobile friendly website for you to make the booking. Just visit our website from your smart phone, it will redirect you to the mobile site. Alternatively, you may download the apps if you are using Apple or Android platform phone:
For iPhone/iPad User, please click here.
For Android User, please click here.
5. Journey and Visa
Q : How long is the journey from Singapore to KL by bus?
A :
The journey will take around 5 to 6 hours depending on the traffic condition; this is also applicable for the journey from KL to Singapore. You may look for other trip duration here.
Q : Which MRT station is the nearest to Golden Mile Complex / Keypoint / Textile Centre?
A :
Lavendar MRT and Nicoll Highway MRT (Circle Line, yellow color line)
Q : Should I check-in earlier to board the bus, train or ferry?
A :
Yes, you have to check-in at least 45 minutes prior departure time. However, you are advised to check-in 1 hour earlier during festive season and school holidays due to the possibility of the traffic congestion
Q : Is there any weight limit for the luggage for each passenger?
A :
For most of the buses, every passenger is only allowed to bring the maximum of 15kg of luggage. MalaysiaBus.com is not responsible if you were not allowed to board the bus if your luggage is more than 15kg. Please check with the respective operators if you need to bring more than 15kg of luggage
Q : Will there be any toilet breaks along the journey?
A :
The express bus will normally stop for 10 minutes for toilet break. If you have urgent matters, kindly inform the bus driver.
Q : Can I bring pets on-board?
A :
No. Pets are not allowed on-board for bus, train and ferry even if they are in a carrier, crates or cage.
Q : Can I use the baby car seat to attach to the seat on the bus? Can I also bring a baby stroller on board the bus?
A :
Yes, you may bring a baby car seat into the bus. However, please note that not all buses have seat belts installed to secure your baby car seat. As for the baby stroller, yes you can bring a foldable baby stroller and store it in the luggage compartment beneath the bus.
Q : Do I need a visa to visit Malaysia?
A :
Singaporeans, Thailand and Malaysians do not need visas. However, visa requirements do apply to many other nationalities. It is very important to check if visas are required for your journey because you may be refused the entry without a visa and we are not held responsibility for that consequence. Creating visas on the spot at the custom of 2nd link is not advisable because it will take more than 30 min and the coach will not wait more than 30 min. For more information, you may visit the following website:
Ministry of Foreign Affairs
a) For Malaysia, please click here.
b) For Singapore, please click here.
Address : Ministry of Foreign Affairs, Tanglin, Singapore 248163
Email : [email protected]
Tel : (65) 6379 8000
Fax : (65) 6474 7885
MFA One Call Centre : 1-800- 476 8870
(Toll-free for calls made from Singapore)
Q : Do I need to have my passport with me to board the express bus?
A :
As per Malaysian Authorities rule, foreign traveller must have a recognized and valid passport or international travel document before boarding any express bus even for domestic destinations.
The bus company reserves the right to reject any copy of passport or copy of international document and passenger may be denied from boarding if the passenger fail to comply with the government rule.
