Booking Faq

Due to limited availability and the popularity of certain destinations, some trips may become fully booked. A trip may already be fully booked by the time a customer attempts to book it. Cityline does not offer a waitlist option for customers who are still interested in the trip. However, you may still check again on our website should there be any cancellations occur.

All bookings are first come first serve basis. If you’ve booked a trip and secured your place, you will not be able to participate if a sale happens to start within the sale period.

If I'm not sharing with someone else, how can make sure I add a single room to my booking?

You can request an individual room when booking a trip via phone or an enquiry form. Get in touch with us to update an existing booking. Most of our bookings have the option of paying a fee for a single room.

When I pay for an individual room, what room type will I be assigned?

The standard of accommodation will vary from hotel to hotel. However, individual rooms typically have double or single beds. When making a booking, select the types of beds you prefer.

I paid for a trip but haven't received confirmation, what shall I do?

Reach out to us via email or call our direct number to reconfirm. If your booking tour or space is unavailable, we will provide you with a full refund.

I booked extra trips but haven't received confirmation, how long should this take?

Please allow us to have us 2 to 4 working days for confirmation, after which we will email you the update

How do I update my details, e.g. passport number?

You will not be able to do any updating of details after you confirm your bookings. Please reach to us via email or alternatively, you can call us at 6755 8098 for the changes

What should I do if I am logged out of the system and unable to finish my bookings? 

If you received an error message and your details didn’t save, please re-login and try to add your details again. If the same problem arises, please close and re-open your browser and try again. If you’re still having issues, reach out to us and we will be happy to help.

If you booked through easybook.com, please contact them directly as they will be able to assist you accordingly.

Is my trip guaranteed to run?

Once we have fully paid customers, trips are guaranteed to depart unless unforeseen things happen that are out of our control.

We never want to cancel a trip, but sometimes due to operational reasons, we must cancel the trip. However, we will notify you soonest before your scheduled departure date. 

What happens if my itinerary has been changed, what can I do?

You should have received an email from us regarding the changes to your itinerary. Please reach out via phone or email if you have further questions.

Can I change the dates if I can’t travel on the dates that I originally booked?

We understand how plans can change! You can change your travel plans up to 30 days before departure (with no fees). However if your trip dates less than 30 days before departure, there will be an amendment fee. 

For Express Bus bookings all confirmed tickets will be non-refundable. However, any amendments per ticket will be a surcharge of S$10.00.

My partner can no longer go on our trip. Can I replace someone else or can I get a refund?

You can transfer the spot to another traveller. However, there will be no refund for any cancellation. 

Can I cancel my booking, can I get a full refund?

We don’t allow cancellation and we don’t offer full refunds. However, you can cancel your booking first and transfer your deposit to another trip or hold onto it as credit for future travel. You will also be charged a cancellation fee accordingly. If your trip is covered by travel insurance, please do the necessary claims from your insurance company.

I have made my bookings and now it's on sale, can I have the difference refunded back to me?

Unfortunately, we can’t refund the difference between a trip that is now on sale. When booking has been made, you have agreed to our booking conditions, including the total price of the trip at the time of booking. 

I can no longer go on my trip due to sickness, what shall I do?

We’re sorry to hear that. Please get in touch with us to review your circumstances and discuss your options.

If you contract COVID-19 before you leave, you can cancel your trip right up until departure day. Just let us know (with a medical certificate, if applicable) and we’ll give you a 100% credit of what you’ve already paid. 

How long will the process take for my refund back to my credit card?

We try to process your refunds as soon as possible, but it may take 14 to 21 days depending on your bank. If you have not received your funds within 21 days, please contact your bank accordingly.