Bali Express has developed a Flight Delay Policy to provide you with the best customer experience possible. If, for whatever reason, your flight at Melbourne Airport, arriving or disembarking, is delayed by more than 4 hours, Bali Express will move your booking to the next available scheduled service.

To facilitate any changes, our Bali Express customer service team requires 12 hours’ notice of your scheduled booking. Bali Express’ customer service team will assess the next best available transfer service for your rescheduled flight time and reissue your confirmation via text/email.

To ensure we have enough luggage space and seats available for our passengers, bookings need to be made within a 72-hour advance notice period.

For any booking requests inside the 72-hour period, please contact us at XXXX XXX XXX to enquire about making a booking over the phone.

Our Hyundai Staria Elite vehicles have enough storage to accommodate two large suitcases per passenger, each measuring a maximum size of 90cm (H) x 60cm (W) x 40cm (D) and weighing no more than 46 kg combined, all without extra costs.

All you need to do is let us know how much luggage you’re planning to bring prior to booking, and we’ll work to accommodate your needs. If you need to bring more than two items of luggage per passenger, please contact us at hello@baliexpress.com.au.

We are the ONLY local airport transfer provider that accommodates passenger travel with surfboards or snowboards. And the best part – we don’t charge any extra fees to bring these items along, including foldable prams.All you need to do is let us know how much luggage you’re planning to bring prior to booking, and we’ll work to accommodate your needs. If you need to bring more than two items of luggage per passenger, please contact us at hello@baliexpress.com.au.

All bookings for airport transfer and return services can be made via baliexpress.com.au/book-now.

When your driver is close to your pick-up location you will receive a notification informing you that they are just 5-10 minutes away. Once you receive this notification, please ensure that your luggage is ready and waiting by the door for boarding the Bali Express.

Our drivers and vehicles are on a strict time frame to ensure all passengers arrive to and from Melbourne Airport within an efficient time-frame. We allow a grace period of 10 minutes for onboarding all passengers and luggage on the Bali Express.

Any property/luggage that’s left aboard our Bali Express vehicle will be stored at our central location. If, however, it’s only been a few minutes since you disembarked the shuttle (i.e. 15-30 minutes), you may be able to contact the driver and collect your property.

It is the passenger’s responsibility to contact the driver as soon as possible to collect their property before the vehicle has left Melbourne Airport. To contact your Bali Express driver, please refer to your booking confirmation sent via email.

If you are unable to collect your property at Melbourne Airport, we will look after your property until your arrival back to Melbourne.

Please contact us as soon as possible to claim your lost property. If an attempt has not been made within 28 days, we may need to open the luggage in an attempt to verify the passenger’s identity. If returning property/luggage requires shipping/postal services, reasonable freight expenses incurred must be paid for in advance by the passenger.

For any lost property claims, please contact us at hello@baliexpress.com.au.

As much as we’d love all your fur babies aboard, unfortunately, animals are not permitted to travel on Bali Express vehicles unless they are:

• An approved guide dog, hearing guide dog, or guide dog in training
• An animal covered by the Assistance Animal Pass (which must be available and presented upon request)
  

Please see our extended terms and conditions for more information regarding cleaning fees and policies around permitted animals on board our vehicles.

Unlike other providers in South East Melbourne, we are not only one of the few airport transfer services operating on public holidays. We are also the only provider that doesn’t charge extra for taking you to and from Melbourne Airport on statewide or national holidays.

And yes, this includes Christmas and New Year’s Day.

We understand that sometimes your business or holiday plans may change. That’s why, if you inform us more than 72 hours prior to your booking date that you need to cancel your airport transfer we will happily provide you with a full refund, less administration/card fees.

You can also request a travel credit voucher instead which is valued at the full amount of the original booking (including administration/card fees) and can be used at a later date of travel.

If you need to reschedule your booking, you can do so any time providing that it’s more than 72 hours before your scheduled booking via baliexpress.com.au/manage-a-booking and using your unique booking number which you can find in your booking confirmation email.