North West Bus

  1. Guidelines

GUIDELINES

For a comfortable and enjoyable travel experience with Northwest BUS, please take note of the following guidelines:

  • Make sure you have all the required travel documents with you throughout your journey. Keep them safe alongside your ticket and present them at the departure gate if requested.
  • Smoking is strictly prohibited onboard. Please adhere to this policy to maintain a clean and smoke-free environment.
  • Arrive at the travel stop or station at least 1 hour before departure for intercity trips.
  • Ticket refunds and cancellations are possible under certain conditions. Contact customer support for assistance.
  • Front seats are reserved for families. Please respect this arrangement to allow families to sit together.
  • Keep your valuable and breakable luggage secure. Responsibility for their safety rests with you. Keep necessary travel documents accessible.
  • Complete luggage-related procedures at the luggage department before proceeding to the departure gate upon station arrival.

At Northwest BUS, your comfort and convenience matter to us. We understand the significance of smooth travel, which includes addressing your baggage requirements. Here’s a comprehensive overview of our baggage policies for both domestic and international trips.

Allowed baggage:

  • Each passenger is allowed to carry 1 piece of luggage up to 25 kg free of charge and 1 hand baggage up to 7 kg.
  • Permitted dimensions for free of charge luggage are as follows: (50 cm width – 90 cm length – 40 cm height).
  • Luggage pieces which exceed the permitted dimensions or the permitted quantities are carried only at the discretion of the Northwest Bus officials based on space availability and load factor.
  • Luggage between 25 kg and 50 kg will have an additional cost of SAR 20.
  • Luggage between 50 kg and 100 kg will have an additional cost of SAR 40.
  • Each passenger travelling on VIP buses is allowed to carry 2 pieces of luggage up to 25 kg free of charge and 1 hand baggage up to 7 kg.

For everyone’s safety, certain items are not allowed on our buses. This includes items prohibited by the laws of the Kingdom of Saudi Arabia and other countries served by our buses, as well as firearms, ammunition, swords, knives, explosives, incendiary materials, flammable materials, toxic materials, and compressed gases.

In case of lost baggage, follow these steps:

  • Report the loss to baggage services at the terminal before leaving.
  • Provide essential information, including full name, addresses, and contact numbers.
  • Describe the lost baggage’s appearance as instructed by baggage service departments.
  • Obtain a baggage claim file and the contact details of baggage service departments.
  • If you continue your journey, please contact the Customer Service at (920020590) at your final destination if needed.
  • Lost items will be retained for up to 45 days in the designated station’s lost and found storage. If claimed within this period and have the luggage tag, owners may retrieve their items from the station. However, if unclaimed after 45 days, the items will be transferred to local authorities.

  • Your comfort and safety are our priority. If you have queries or need assistance, our baggage service personnel are ready to help throughout your journey. Travel with confidence, knowing that your baggage requirements are well-managed.

At Northwest BUS, we prioritize delivering exceptional services that cater to the needs of all individuals, including those with special needs. Here’s how we ensure a comfortable and inclusive travel experience:

  • Special sales outlets: To ensure efficiency, we have dedicated special sales outlets that serve individuals with special needs. Our trained staff is ready to assist, ensuring a seamless experience.
  • Accompanying person requirement: For safety, a traveling companion is required for passengers with special needs. Having someone by your side ensures assistance and support throughout the journey.
  • Accessible infrastructure: Our infrastructure prioritizes accessibility. From wheelchair ramps to facilities, we create an inclusive environment.
  • Independent travel options: In specific cases, independent travel is possible. A valid reason is required to travel alone to ensure safety.
  • Dedicated bus seats: Comfort matters. Passengers with special needs have designated seats tailored to their requirements. To guarantee the availability of these adapted seats, please ensure your ticket is purchased at least 48 hours before the trip departure through our stations, agencies, or by calling our service number at: 9200 20590
  • Special discounts: Equal opportunities matter. Passengers with special needs receive the same discounts, requiring travel with the accompanied person.
    Additionally, when accessing the bus, we kindly request that you:
    1. Inform our driving staff to open the special door.
    2. Place your wheelchair in the reserved area of the bus.
    3. Apply the wheelchair brake and fasten the seat belt available on the platform. For safety reasons, please do not leave the wheelchair unattended on the platform and occupy a regular seat on the bus, as it could move or tip over.

At Northwest BUS, an inclusive and supportive travel experience for individuals with special needs is our commitment. Meeting your unique requirements and ensuring a safe journey is our priority. For specific needs or questions, our customer support team is here to help.

We anticipate welcoming you aboard and providing a memorable travel experience that addresses your individual needs.

Modification Conditions:

• Changes are free of charge. You will only be charged the price difference between tickets, if applicable.
• If you need to modify a ticket at the last hour before the scheduled departure of your trip, you have to go to the main stations. During the last hour it is not allowed to modify a ticket from the website or from external agencies.
• A modified ticket can NOT be cancelled, unless there is a justified reason related to the service on the day of travel.
 

Cancellation Conditions:

• 48 hours before the scheduled departure, a cancellation fee of 5% will be deducted from the ticket price.
• Within the period of 48 to 24 hours before the scheduled departure, a cancellation fee of 30% will be deducted from the ticket price.
• Between 24 hours and the scheduled departure time, the ticket value is non-refundable.
• If the passenger does not show up after the departure of the trip, the ticket will be canceled, and no refund will be issued.
 

Refund policy:

If the ticket was  purchased from the website via credit card, and you wish to cancel the ticket and get a refund (taking into account the cancellation conditions):

  • You can cancel the ticket yourself via the website.
  • The money will be refunded directly to your bank account within two to five working days.
  • If the ticket was purchased through one of our agents and you wish to cancel the ticket and get a refund (taking into account the cancellation conditions):
  • You can cancel the ticket through the agent’s office.
  • Refunds will only be made through the same office where the ticket was purchased.

 

If the ticket was purchased through one of the Northwest BUS stations by credit card, and you wish to cancel the ticket and get a refund (taking into account the cancellation conditions):
 
  • You can cancel the ticket yourself via the website or through the station.
  • The money will be refunded directly to your bank account within two to five working days.

 

If the ticket was purchased through one of the Northwest stations by cash payment and you wish to cancel the ticket and get a refund (taking into account the cancellation conditions):

  • You can cancel the ticket yourself via the website or through the station.
  • Refunds will be made in cash via any of Northwest stations.
1. Customers must bring original proof of identity when purchasing tickets and when traveling to match their names and ages (electronic copies of Saudi ID and residence permit are also accepted).
2. Passengers must ensure that all their personal data on the ticket is correct. Northwest assumes no responsibility for such errors.
3. Customers must show a valid ID  when traveling.
4. Passengers holding tickets for people with disabilities or cancer patients must present a disability card or a medical report (for cancer patients) when required to do so by Northwest staff at the terminal or when boarding the bus.
5. It is the responsibility of customers to ensure that they carry tickets valid for the duration of the trip, if you do not have a valid ticket  for the entire flight, you will be asked to purchase a new ticket for your entire flight and in the same class of travel. If the seat you have travelled on is pre-booked, you will be requested to change your seat and move to the  new seat.
6. Children (two to under 13 years old) must travel with at least one adult (16 years or older), and infants under two years of age must travel with an adult (16 years or older) at a rate of one adult per infant.
7. Passengers must sit in the seat or cabin number assigned to them on their ticket, and Northwest reserves the right to reallocate and change seats as needed.
8. Passengers are entitled to a refund or compensation in accordance with Northwest’s Passenger Charter obligations when flights are delayed or cancelled as per the laws and regulations due to circumstances resulting from Northwest.
9. When flights are cancelled due to force majeure circumstances outside Northwest’s control, the airline is exempted from punctuality and the airline is exempted from passenger compensation in accordance with the Passenger Charter and only the full amount of the ticket is refunded to the customer.
10. If customers are late at the boarding gate, a no-show fee will be applied to cancelled tickets up to 24 hours after the scheduled departure time. Refunds will not take place after this time.
11. All tickets are non-transferable and are used only by the person named on the ticket.
12. All passengers on  Northwest buses and stationed at stations must ensure that they are free of any infectious diseases that may pose a safety risk to passengers and staff at the stations and on board the bus.
13. Northwest reserves the right to deny or refuse carriage of any passenger with a medical condition that may threaten the safety of passengers and staff or due to their health conditions and may cause flight departure delays.
14. In the event of a sudden deterioration of health on board the bus, Northwest assumes no responsibility to the sick passenger (or pregnant woman) who has not disclosed their health condition prior to departure and has the right to remove the passenger from the bus at the next stop for health care.
15. Northwest or any third party with your personal information may use you provide to us for statistical and marketing analytics, customer studies, customer relations, and product and service development.
16. Discounts do not apply to tickets subject to special offers and promotional fares.
17. Northwest reserves the right to amend ticket prices at any time. It reserves the right to cancel, amend or reschedule any promotions without notice.
18. The Gregorian date is the date used for all tickets.
19. Time is displayed in 24-hour format on airfare.
20. Infants under the age of two must have a valid ticket when travelling with Northwest Bus, infants under the age of two years do not receive baggage in Business and Economy Class.
21. Smoking is strictly prohibited in all station facilities and inside the bus, as penalties apply for violators.
22. Abusive language and behavior towards employees will not be tolerated at any time.
23. Saudi Arabia’s tradition of wearing modest dress should be followed on Northwest trains.
24. It is strictly forbidden to ship any kind of explosives, weapons, drugs, flammable materials and liquids, compressed materials, corrosive substances, toxic substances and electronic hookahs, and it is strictly forbidden to carry weapons, electric detonators and sharp objects on board the bus.
25. Parents should monitor their children at all times for their safety.
26. Strollers are not allowed on the bus and must be shipped with luggage. One stroller will be charged free of charge per child.
27. Each passenger is allowed to carry a small pet in a cage no larger than 60 cm (length) × 40 cm (width) × 30 cm (height) when travelling on our bus. Pets that pose no risk to other passengers will be accepted, and seats should not be allocated to animals. Guide animals are allowed in the terminal lounges and on board our bus with their owner. Northwest reserves the right to refuse carriage of any animal that may cause disruption of service.
28. It is the customer’s responsibility to ensure the correct location of the departure station, and all locations of the Northwest stations can be found on the stations page on the website.
29. By purchasing a ticket from Northwest Bus, you acknowledge and agree to all said terms and conditions as well as all policies mentioned in Northwest’s Passenger Charter.
30. It is not allowed to use or charge electric scooters as well as other mobility devices powered by lithium-ion batteries, inside the station or bus.

REQUIREMENTS

To ensure a smooth and hassle-free travel experience with Northwest BUS, it’s important to have the necessary documents ready. Please review the following requirements based on your nationality and residency status:

When traveling with Northwest BUS, please make sure to have the following documents handy:

  • Original copy of ID card as proof of identification.
  • Original copy of family card for companions.
  • Identification letter or valid student ID card if you’re a student for discount opportunities.
  • Social affairs card for persons with disabilities for reduced fees or special arrangements.

If you’re a citizen of a non-GCC country, please ensure you have the following documents before boarding:

  • Original residence permit or valid passport as proof of your residency or visitor status.
  • Children under 2 years free ticket.
  • Children between 2 to 18 pay half the adult fee.
  • Children under 13 must be accompanied by an adult.
  • Children aged 13 to 17 can travel alone with a completed guardian approval form.
  • All children must carry a valid ID card.

Adhering to these guidelines ensures a pleasant journey with Northwest BUS. Our staff is here to assist you throughout your trip.

Passengers may submit complaints for Compensations and for Refunds within 30 days of the date on which the transportation service was or was supposed to be provided