You may speak to the office supervisor upon your arrival at a CAG Office or alternatively call our call at +263-772-952-215, +263-772-693-149, and +263-772-804-867. Depending on the nature of the complaint, a case will be logged and the relevant department will contact you to resolve the complaint.
Make sure you have a valid passport and that all your paper work are in order (Visa if required, and proof of Yellow Fever Injections). Consult your local clinic for professional medical advice regarding required vaccinations. If travelling with children, see the requirements for travelling cross-border with children.
In order to allow CAG staff sufficient time to book you in, load your luggage and allocate seats to stand-by passengers, we kindly request that you arrive at your point of departure no later than 30 minutes before the scheduled departure. Cross–border travelers are requested to arrive an hour (60 minutes) before scheduled departure.
The driver immediately informs the 24-hour Operations Room which evaluates the nature of the breakdown and dispatches either the closest mechanic or a replacement coach.
No children under the age of 12 will be permitted to travel alone, and must be accompanied by a parent or guardian older than 18 years. 12 to 18 year olds may travel provided that the parent fills in an indemnity form. This only applies to destinations within Zimbabwe.
Passengers travelling with any medical condition must kindly contact our Customer Care ahead of departure. Any special needs must be communicated to us when the reservation is being made. Passengers are however advised to keep all medication (chronic or not) with them inside the coach cabin at all times. Medication must not be placed in the luggage compartment.
Complimentary tea and coffee facilities are available on some of our coaches. Several meal stops will also be incorporated en route, where passengers will be able to refresh and purchase additional snacks or meals depending on the lengthy of the journey. Please be advised that all meal stops are very short, therefore be sure to place your order immediately upon arrival. Please also take note of the actual coach number to ensure that you board the correct coach at the meal stop. If you would like to smoke, please ensure that you do so during the meal stops as smoking is not permitted on board. Passengers will also not be permitted to disembark at intermediate stops to smoke, as this will contribute towards unnecessary delays.
Passengers are to ensure that they safeguard all their personal belongings and valuable items. These must be kept inside the coach cabin at all times. While extra care in handling will be taken, CAG will not accept any liability for the loss of any such items. As such we encourage our customers to buy their own Goods In Transit (GIT) insurance when traveling with high value items to cover for damages in transit.
Passengers must ensure that they are in possession of valid travel documents, passports and the required visas for all cross-border journeys. (A minimum of 6 months’ validity is required on all passports). CAG accepts no responsibility for passengers who are not in possession of proper and/or valid travel documents, nor where entry to any country or territory is refused to any person for any reason. No passenger shall have any claim of any nature against CAG or its appointed agents should he/she be prevented from undertaking or continuing with any journey as a result thereof. Please ensure that you contact the relevant embassy and or consulate for more information before making your booking. Please note that unaccompanied minors will also not be permitted to travel alone, as age restrictions apply.
Our contact information is available online by clicking the “Contact Us” tab