Passengers are experiencing challenges accessing essential V/Line coach services daily due to an increase in “ghost bookings” coinciding with the free public transport initiative in Victoria.
The Mildura-Swan Hill coach service, which requires reservations, has seen a significant number of no-shows, with many passengers failing to cancel their bookings.
V/Line has indicated that it is closely observing demand trends.
On a recent Friday afternoon, the coach service from Mildura to Swan Hill was fully booked, with all 38 seats reserved. However, as the bus departed for the Swan Hill-Melbourne train connection, only 18 passengers were present, resulting in 20 vacant seats attributed to ghost bookings—instances where passengers either did not show up or made duplicate reservations.
Staff members at the Mildura station and bus drivers have reported that ghost bookings have become increasingly prevalent since the introduction of free public transport. They noted that while the coach services are often fully booked, it is rare for all seats to be occupied.
An anonymous staff member shared with ABC that ghost bookings have been a recurring issue for nearly every service since the public transport initiative began. Even when passengers previously paid $11.40 for a V/Line ticket, ghost bookings were already causing disruptions.
With only five daily V/Line coach services departing from Mildura, including two overnight options, those unable to secure a seat are left with limited alternatives, such as a lengthy 570-kilometre drive or an expensive, infrequent flight to Melbourne.
Some travelers have resorted to arriving at the Mildura V/Line station right before the departure of fully booked services in hopes of claiming a vacant seat.
Karl Smith, a resident of Mildura who utilizes the coach service monthly for work and medical visits in Melbourne, expressed his frustrations with the booking process. He often finds himself unable to secure a seat online, as the system frequently indicates unavailability. “I’ll try to book online, and it says not available, and then I’ll call, and they say ‘not available’. But if I call multiple times, they might say, ‘Oh, something’s available’” he recounted.
Smith has had to postpone medical appointments due to the constraints of public transport and has waited as long as six months to see specialists. Although he managed to occupy a ghost-booked seat on one occasion, he considers it merely a stroke of luck and remains apprehensive about his future travel plans.
Similarly, Mildura mother Amanda Bernaldo faced a challenging situation when she was unable to secure a coach seat for her 15-year-old daughter traveling from Swan Hill to Mildura. Despite attempting to book a seat ten days in advance, the service was already at capacity. “I wasn’t willing to leave my 15-year-old sitting at a bus station alone in case she could get a seat when someone didn’t show up,” she stated. “Ideally, it would have been great if she could have returned home via public transport, but that wasn’t an option.”
Bernaldo noted that the situation had deteriorated since the introduction of free transport. “I think it’s probably become more noticeable over the last four weeks,” she explained. “If people can book two seats together for free and avoid sitting next to strangers, many will do that. It’s quite frustrating. Many individuals who rely on public transport because they cannot afford flights are adversely affected by those who book seats without the intention of using them.”
Mildura Rural City Council Mayor Ali Cupper remarked that the free public transport initiative underscores the transportation inequities faced by residents of Mildura. “We lack the same foundational public transport infrastructure,” she stated. “Each time the government implements measures related to public transport, particularly regarding affordability, it highlights the inequities we experience. We are a significant regional center located in the most isolated area of the state, yet we remain at the back of the line for essential public transport services to the capital city. It’s baffling.”
When asked about the increase in ghost bookings since the advent of free public transport, V/Line acknowledged it is “monitoring demand closely, including on the Mildura to Swan Hill coach route, and adding extra coach support where possible.” A spokesperson expressed gratitude to passengers for their understanding during busy periods and assured that they are committed to meeting travel needs.
However, an unnamed V/Line employee expressed skepticism regarding this approach. “Why would you need to add an extra coach when this one is more than half empty?” they questioned.
The Mildura-Swan Hill coach route is one of only two V/Line intrastate services that require seat reservations during the free transport period, with the other being the Melbourne-Mansfield service.
