Viewing multiple passes: If you have more than one pass - head to the ‘Profile’ page where you will see all of your passes and be able to choose between them. Simply click the arrow next to the name of your pass to display the list.
Offline Use: The Stray Mate App is not currently available offline.
Last Minute Bookings: you can book buses, activities and accommodation at any time, however if you book after 4pm the day before arrival into a location, there may not be space. We recommend booking at least 48 hours in advance for accommodation and 7 days in advance for Fraser Island and Whitsunday sailing bookings.
Transaction fees: there are no fees to make a booking.
Customer Cancellation: For open-dated passes or 8 days outside a confirmed departure date the cancellation fee is 20% of the price paid for the pass; 3 – 7 days before departure the fee is 50%; less than 48 hours or once you have commenced travel, it is non-refundable. If you are already travelling but need to re-book a sector of your trip there is no fee for doing so, however you may incur fees for any accommodation or activities you have booked.
Operator Cancellation: Occasionally the weather doesn’t behave and our operators will need to cancel their activity. You will be informed of this cancellation by the Operator/Reservations team and will of course be entitled to a full refund.
Refunds: If you are due a refund, it may take up to 3-5 days for the money to return to your credit card account. Refunds can only be made to the card that made the booking.
Outstanding Balance: If you have not yet paid for your pass in full, you will not be able to book travel dates on the bus, but you will be able to book accommodation and activities. Please pay your balance using the online Extra Payment checkout or contact [email protected]
Pre-booked agent vouchers: If you have pre-booked accommodation or activities through your travel agent please don’t book this again in the App - you will need to contact the Supplier directly to book.
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If you're having trouble logging in or if you need to do things a little differently, feel free to get in touch!
If you have any questions regarding managing your pass, or just need to clarify anything please contact our Reservations team: [email protected] or (+61) 02 6694 3440