Frequently Asked Questions
What can we help you with?
Common Questions Before Purchasing Your Ticket
Where can I purchase bus tickets?
Answer: Please proceed to CTS Ticket Counters 1 – 59 or Ticket Vending Machines (TVM) 1 – 12 at Level 3 & 4 of Terminal Bersepadu Gombak to purchase your bus tickets by cash.
For credit card and online banking, please proceed to Terminal Bersepadu Gombak e-ticketing website or Terminal Bersepadu Gombak mobile app.
For credit card and online banking, please proceed to Terminal Bersepadu Gombak e-ticketing website or Terminal Bersepadu Gombak mobile app.
How many bus tickets can I purchase?
Answer: Currently, we have NO LIMIT to the number of tickets you can purchase at CTS counters 1-59. You can purchase up to 5 tickets using our online.
Who can purchase bus tickets?
Answer: Anyone can purchase bus tickets at our CTS Counters 1 – 59, Ticket Vending Machines (TVM) 1 – 12, Terminal Bersepadu Gombak mobile app and Terminal Bersepadu Gombak.
When can I purchase bus tickets?
Answer: Bus tickets to all active destinations can be purchased 24 hours, 7 days a week at all CTS Ticket Counters 1 – 59, Ticket Vending Machines (TVM) 1 – 12, Terminal Bersepadu Gombak mobile app and Terminal Bersepadu Gombak e-ticketing website.
What official documents do I need to show to purchase bus tickets?
Answer: Passengers are required to show their Malaysian MyKad or passport to purchase bus tickets. Passengers are required to provide their IDs during ticket purchase to ease the process of providing proof for insurance claims and personal claims.
Where can I view available trips and destinations offered by CTS?
Answer: All active destinations under Centralized Ticketing System (CTS) are displayed on our homepage at www.TBG.com.my. Please click on the destination icons for active destinations to South, North, and East Malaysia. Terminal Bersepadu Gombak also offer daily trips to KLIA2.
Trips and routes to all destinations offered by bus operators vary from day to day. Please view all available routes for today’s date at www.TBG.com.my. under “Bus Schedules”. Our website is updated on the day-to-day basis
For better access to daily trips, do not hesitate to proceed to any of our CTS Counters 1-59, or Ticket Vending Machines (TVM) 1-12 at LEVEL 3 & 4 of Terminal Bersepadu Gombak.
Trips and routes to all destinations offered by bus operators vary from day to day. Please view all available routes for today’s date at www.TBG.com.my. under “Bus Schedules”. Our website is updated on the day-to-day basis
For better access to daily trips, do not hesitate to proceed to any of our CTS Counters 1-59, or Ticket Vending Machines (TVM) 1-12 at LEVEL 3 & 4 of Terminal Bersepadu Gombak.
Where can I check for seat availability?
Answer: All bus ticket availability or seat availability is posted online and updated continuously. Please proceed to Terminal Bersepadu Gombak e-ticketing website or download Terminal Bersepadu Gombak mobile app on Google Play Store or Apple App Store.
Who do I contact for more information?
Answer: You may contact our 24 hours Customer Service hotline at 03 - 9051 2000 or leave your comments and questions on our social media pages. For detailed feedback and enquiries, please email to customercare@TBG.com.my A friendly personnel will get back to you within 48 hours on working days only.
If you are in the vicinity, please proceed to our info counter or customer service office at Level 3 of Terminal Bersepadu Gombak.
If you are in the vicinity, please proceed to our info counter or customer service office at Level 3 of Terminal Bersepadu Gombak.
Common Questions During Ticket Purchase
Answer:Only Malaysian nationals with Malaysian MyKad are allowed to redeem special fares like Senior Citizen and Disabled Persons (OKU).
Permanent Residents in Malaysia are not eligible for Senior Citizen and Disabled Persons (OKU) rates. Please note that not all the bus operators offer Senior Citizen or Disabled (OKU) rates. Children fares are only available on select bus operators. Please note that children fares and age requirements vary from one bus operator to another. Not all bus operators offer Children fare.
Discounts and special fares for Senior Citizen, Children, and Disabled (OKU) are not available on Terminal Bersepadu Gombak e-ticketing website and Terminal Bersepadu Gombak mobile app.
Permanent Residents in Malaysia are not eligible for Senior Citizen and Disabled Persons (OKU) rates. Please note that not all the bus operators offer Senior Citizen or Disabled (OKU) rates. Children fares are only available on select bus operators. Please note that children fares and age requirements vary from one bus operator to another. Not all bus operators offer Children fare.
Discounts and special fares for Senior Citizen, Children, and Disabled (OKU) are not available on Terminal Bersepadu Gombak e-ticketing website and Terminal Bersepadu Gombak mobile app.
What information do I need to give during ticket purchase?
Answer:
Please note that passengers are required to provide their IDs to our ticketing personnel during ticket purchase at ticketing counter or to collect bus tickets after online purchase to ease the process of providing proof for insurance claims and personal claims.
- Full Name of passenger
- Contact number of passengers
- MyKad or Passport number of passenger
Please note that passengers are required to provide their IDs to our ticketing personnel during ticket purchase at ticketing counter or to collect bus tickets after online purchase to ease the process of providing proof for insurance claims and personal claims.
What is the latest transaction time for ticket purchase at CTS Counters 1-59?
Answer:Passengers are allowed to purchase any available bus tickets 5 minutes before departure time through CTS Counters 1-59 or Ticket Vending Machines 1-12. Please proceed to the departure hall immediately after purchasing your ticket. Terminal Bersepadu Gombak is not responsible for missed bus or loss of tickets.
Through our e-ticketing portal, passengers are allowed to purchase tickets 3 HOURS before departure date.
Through our e-ticketing portal, passengers are allowed to purchase tickets 3 HOURS before departure date.
What is the earliest date for ticket purchase at CTS Counters 1-59?
Answer:Passengers are allowed to purchase bus tickets at least 1-3 months before departure date for select bus operators and trips. Please check all available dates at CTS Counters 1-59, Ticket Vending Machines (TVM) 1-12 or through our e-ticketing portal.
Please check your departure gate on the actual departure date. Change of gates does occur often.
Please check your departure gate on the actual departure date. Change of gates does occur often.
Do all CTS Counters offer the same information, trips, and schedules?
Answer: YES. All CTS counters offer the same information, trips, and schedules. Passengers do not need to line up again at a different counter to ask for the same information.
Do bus operators offer additional unscheduled trips during sold-out peak seasons?
Answer: YES. However, NOT ALL bus operators under CTS provide additional busses for additional trips after all tickets have been bought.
Do bus operators offer separate seats for Senior Citizens or Disabled (OKU) passengers?
Answer: NO.Most bus operators under CTS do not offer separate seats for Senior Citizens or Disabled (OKU) passengers. However, select bus operators do provide reduced price rate for Malaysian Nationals with Malaysian ID for Senior Citizens or Disabled (OKU) passengers.
Can I book my seats and pay for my tickets later?
Answer: NO. Passengers are asked to pay for their bus tickets immediately after the seats are confirmed.
Are the ticket prices at the counters and online e-ticketing the same?
Answer: YES. The ticket prices for all bus operators under CTS are the same on all platforms.
Who do I contact for more information?
Answer: You may contact our 24 hours Customer Service hotline at 03 - 9051 2000 or leave your comments and questions on our social media pages. For detailed feedback and enquiries, please email to customercare@TBG.com.my A friendly personnel will get back to you within 48 hours on working days only.
If you are in the vicinity, please proceed to our info counter or customer service office at Level 3 of Terminal Bersepadu Gombak.
If you are in the vicinity, please proceed to our info counter or customer service office at Level 3 of Terminal Bersepadu Gombak.
Common Questions After Ticket Purchase
Can I change my bus ticket to a different date or time?
Answer: NO. All bus tickets are non-refundable, unalterable, and non-exchangeable.
Can I get a refund for my bus tickets after I bought them?
Answer: No. All bus tickets are non-refundable, unalterable, and non-exchangeable.
I seemed to have lost my ticket. Can I get my ticket reprinted?
Answer: NO. Damaged or Loss of tickets will not be entertained.
Can I amend the information on the ticket after purchase?
Answer: NO. Please check your information at the screen before confirming purchase. Please check your ticket and balance before leaving the counter.
I don’t like to wait for the bus too long. Why is the bus late?
Answer: Depending on the traffic congestion or road surface situations, busses usually arrive 10 minutes before departure time to dock at the departure gate. Passengers are advised to go to the departure hall at least 30 minutes before departure time. Busses depart on the assigned departure time and will not wait for additional minutes for late passengers.
I don’t like to arrive in Terminal Bersepadu Gombak too early. What time does the bus actually leave?
Answer: Passengers are advised to arrive at least 45 minutes early to avoid complications during transit. Passengers are advised to go to the departure hall at least 30 minutes before printed departure time. Please check for actual departure time on the Public Information Display System (PIDS) before you head towards your gate. Busses depart on the assigned departure time and will not wait for additional minutes for late passengers.
What kind of goods can I carry with me?
Answer: Dangerous and illegal goods are prohibited on the bus. Additional luggage or oversized goods must follow bus operators’ transportation requirements. Pets are not allowed onboard the bus.
We are not responsible for any theft or damage to passengers’ goods during transit or on board the bus. Please contact bus operator if items were lost on the bus
We are not responsible for any theft or damage to passengers’ goods during transit or on board the bus. Please contact bus operator if items were lost on the bus
Do I need to print my Online Booking Details?
Answer: YES. Passengers are advised to print a physical copy of their ONLINE BOOKING DETAILS to ease the checking of information during bus ticket redemption, especially if systems are down or manual systems are in place.
Who do I contact for more information?
Answer: You may contact our Customer Service officers at 03-9051 2000 or leave your comments and questions to customercare@TBG.com.my. If you are in the vicinity, please proceed to our Info Counter or Customer Service office at LEVEL 3 Terminal Bersepadu Gombak.
Website E-Ticketing
ACCOUNT
How do I setup an account?
How do I setup an account?
Answer: Accounts can be created a few ways:
- Click "Sign up" at the upper right corner and set up your account.
- You can also login using your Google or Facebook account, click “Log In” and select your preferred login method.
How do I change my password?
Answer: Go to “Account Details” section and enter your new password then click save to reset.
What if I forgot my password?
Answer: If you forgot your password, follow the steps.
Step 1: Click “Forgot Password and enter your email address to reset the password.
Step 2: A password retrieval email will be sent to your email address.
Step 3: Click “Reset Password” and set your new password.
Step 4: Relogin to your account with new password.
Step 1: Click “Forgot Password and enter your email address to reset the password.
Step 2: A password retrieval email will be sent to your email address.
Step 3: Click “Reset Password” and set your new password.
Step 4: Relogin to your account with new password.
How do I change the information associated with my account?
Answer: Go to “Account Details” section and click on the column that you would like to change and enter the information.
Adding friends or family who do not have an account?
Answer: Go to “Friends & Family” section and click “Add New Friends & Family”. Complete all mandatory fields for easier ticket purchase process.
BOOKING
How does it work?
Answer: Upon successful purchase, all booking confirmation and tickets will be sent to your registered email address. You can share the tickets to your friends or family, if you have booked on behalf of them.
I did not receive a confirmation email when I purchased the tickets, did my booking go through?
Answer: Check your junk/spam email folder, the confirmation email may have ended up there. You should be able to see your purchase under "My Tickets" section.
Do I get a receipt for my ticket purchase?
Answer: If you buy your ticket online, we will issue an e-receipt in PDF format which will be sent to your registered email address.
PAYMENTS
What if I purchased the wrong ticket? Can I get a refund?
Answer: No, tickets are non-refundable.
Terms & Conditions for Ticket Holders
- Bus Tickets sold are not returnable / refundable / transferable.
- Bus Tickets are valid for boarding busses on the date and time shown only.
- Changes on departure time, date, and seat numbers are not permitted.
- Ticket purchase outside Terminal Bersepadu Gombak must be exchanged to Terminal Bersepadu Gombak bus tickets at least 45 minutes before departure time.
- Please keep your ticket for inspection.
- Damaged or loss of tickets will not be entertained.
- Only valid ticket holders are allowed into the Departure Hall.
- Passengers must be at the Departure Hall 30 minutes before departure time.
- Please provide passenger(s) FULL NAME and IC/PASSPORT NUMBER during bus ticket purchase.
- Terminal Bersepadu Gombak is not responsible for any theft and /or damage to passengers’ goods.
- Oversized luggage (over 20 kg), flammable items, dangerous and illegal goods are prohibited on the bus.
- Dangerous and illegal goods are prohibited on the bus.
- Illegal weapons or sharp objects are prohibited on the bus.
- Pets are not allowed on board the bus.
- Ticket issuances are subject to terms and conditions.
- Terms & conditions of the bus operator will supersede this terms & conditions.
- This terms & conditions are subjected to change without prior notice.