FAQ - Frequently Asked Questions

GENERAL BOOKING QUESTIONS

Booking on Trekka is simple:

Visit our website or app and click "Book a Ride"
Enter your pickup location, destination, and travel date,
Choose your preferred vehicle type,
Browse available transport companies and select one,
Review the details and confirm your booking,
Make payment to secure your reservation,

You'll receive instant confirmation via email and SMS with your booking reference.

Our bus services operate from 6:00 AM to 11:00 PM daily. However, hours may vary by route, we recommend checking the specific schedule for your journey.

During peak travel seasons and holidays, we recommend booking in advance to secure your preferred travel times.

Yes, you can cancel or change your ticket subject to our cancellation policy. Please refer to the policy details on our website or contact customer support for assistance.

If you miss your scheduled trip without prior notice, your booking will be marked as a no-show and standard cancellation policy apply. We recommend arriving at least 15 minutes before departure. If you're running late, contact the transport company immediately using the details in your booking confirmation.

Absolutely! When booking, simply enter the traveler's details instead of your own. Make sure to provide their correct contact information so they receive booking confirmations and updates. The person making the payment doesn't have to be the passenger.

The acceptable means of identification are any of either:

Driver's license
National Identification Card
International Passport
Voter's Card

TRAVEL INFORMATION

You can find our bus schedules on our website or at our ticket counters.

Journey duration varies depending on the route and traffic conditions.

Yes, you can bring lugguage on board, subject to our lugguage policy. Please refer to the details on our website or contact customer support for more information.

A ticket with specific assigned seat number on your chosen bus. This unique seat number within a particuar ride on a specific bus is guaranteed for the duration of your trip.

SAFETY, COMFORT AND ACCESSIBILITY

Yes, our buses are regularly maintained and operated by experienced drivers.

Yes, Wi-Fi is available on selected buses.

Yes, you can request a seat during booking or check-in.

Yes, upon booking, please indicate if you have (a) child(ren) on this trip.

Yes, some of our buses are wheelchair accessible, contact us for specific routes.

Yes, service animals are welcome.

BOOKINGS, PAYMENT AND REFUNDS

We accept multiple secure payment methods:

Credit/Debit Cards (Visa, Mastercard, Verve)
Bank Transfers
Mobile Money
USSD Banking
Digital Wallets (Paystack, Flutterwave)

All payments are processed through secure, PCI-compliant payment gateways.

No! We believe in complete transparency. The price you see at checkout is the final price you pay. This includes the base fare, applicable taxes, and our small service fee. Any additional charges (like extra luggage or special requests) will be clearly displayed before you confirm your booking.

Payment is processed immediately upon booking confirmation. This secures your reservation with the transport company. You'll receive a payment receipt via email instantly.

Our refund policy varies by transport company but generally:

Cancellations 48+ hours before: 90% refund
Cancellations 24-48 hours before: 50% refund
Cancellations less than 24 hours: No refund

Refunds are processed within 5-7 business days. See our Refund Policy for complete details.

Yes! We use industry-leading security measures. All payment information is encrypted using SSL technology and processed through PCI DSS-compliant payment gateways (Paystack and Flutterwave). We never store your complete card details on our servers.

FOR TRANSPORT COMPANIES

We'd love to have you! Visit our Partnership page and fill out the application form. Our team will review your application and reach out within 48 hours. You'll need to provide:

Company registration documents
Vehicle documentation and insurance
Driver credentials and licenses
Bank account information for payouts

To ensure quality and safety, we require:

Registered transport company with valid documentation
Vehicles manufactured within the last 10 years
Valid vehicle insurance and roadworthiness certificates
Professional drivers with clean records
Commitment to our safety and service standards

We process payouts weekly. After deducting our service commission (typically 10-15%), funds are transferred directly to your registered bank account. You can track all transactions and earnings in real-time through your company dashboard.

Yes! You have full control over your pricing. We provide market insights and pricing recommendations, but the final decision is yours. Competitive pricing and quality service help attract more bookings.

SAFETY & SECURITY

Safety is our top priority. Every driver and vehicle goes through rigorous verification:

Background checks on all drivers
Verification of driver licenses and credentials
Vehicle inspection and roadworthiness certification
Insurance verification
Regular safety audits and reviews

Your safety is paramount. In case of emergency:

Call our 24/7 emergency hotline: +234 800 000 0000
Use the SOS button in your booking confirmation email
Contact local emergency services if needed (police, medical)

We track all trips and can provide immediate assistance.

Check our website> for luggage size and restrictions.

Yes! our customer Support> can help with route planning.

Contact> our lost and found department for possible assistance.

Yes! Once your trip begins, you can track your journey in real-time through your Trekka account or the tracking link sent via SMS. Share this link with family or friends for added peace of mind.

We take all concerns seriously. You can report issues through:

The "Report Issue" button in your booking
Our customer support: support@trekkatravels.com
Phone: +234 800 000 0000
Contact form on our website

We investigate all reports and take appropriate action promptly.