Frequently Asked Questions
HiBus Service
How do I ride a HiBus?
Just show up at one of the HiBus Stop and show the E-Ticket to the driver.
Check our HiBus information pages for more information about the stop locations and the time schedules.
*To access and use the E-ticket, you need to have internet connectivity when boarding. Please make sure to have a mobile data connection available.
How many Route/Line do you offer?
We have 5 Routes and over 40 stops.
Route Map (PDF File)
https://www.oliolihawaii.com/appdocs/web-docs/HiBus_map_eng.pdf
Stop Locations and Time Tables
Ala Moana Line
https://hibustrolley.book.ntmg.com/article/alamoana?lng=en-US
Kahala Line
https://hibustrolley.book.ntmg.com/article/kahala?lng=en-US
Diamond Head Line
https://hibustrolley.book.ntmg.com/article/%20diamondhead?lng=en-US
Downtown Line
https://hibustrolley.book.ntmg.com/article/downtown?lng=en-US
Shopping Line
https://hibustrolley.book.ntmg.com/article/shopping?lng=en-US
What do I do if I lost an item on HiBus?
If an item is lost on a bus, a lost item inquiry must be reported to our lost and found department by sending an email to infohibus@jtb-hawaii.com.
It will be entered into our system for processing by our lost and found department once you've submitted the necessary information on the lost item.
Responses may take a few days as we need to complete an investigation to locate the lost item. We will make every attempt to return lost items to their rightful owners and will do our best to assist in their recovery.
Where can I find HiBus Route Map?
Where can I find HiBus Route Map?
You can view and download the map from the link below.
-- HiBus Route Map (PDF)
https://www.oliolihawaii.com/appdocs/web-docs/HiBus_map_eng.pdf
How does the HiBus 1 day ticket work? Is it good for 24 hours?
No, the 1 day ticket expires at 11:59 pm on the day you redeem it. The 4-day ticket expires at 11:59 pm on the 4th days you redeem it. The 7-day ticket expires at 11:59 pm on the 7th days you redeem it.
Can I bring a baby stroller on the HiBus?
Yes, but strollers need to be folded when boarding HiBus.
Can I buy a ticket on the HiBus?
No, our drivers do not sell tickets. Please purchase your tickets online at https://hibustrolley.com/
Where can I find HiBus Detour Information?
Upcoming events may cause delays and changes to the HiBus routes and stop locations. Please check on our Rider Alert - Temporary Route Change page for more information.
https://hibustrolley.com/article/rider-alerts?lng=en-US
How to Reserve E-Tickets
Group Booking? How should I make a reservation if my party wants to ride separate routes?
Group Booking Example: Let's say you're making a reservation for a group of 5 people. Instead of receiving 5 separate E-tickets, you'll receive a single E-ticket that indicates it's for 5 people. This means that the entire group is covered by one E-ticket.
Separate Reservations for Separate Routes: However, if the members of your group plan to split up and take different routes or trolley, it's advisable to make separate reservations for each individual. Each person should use their own smartphone to book their ticket separately. This way, they will have individual E-tickets and can travel on the routes they prefer without any confusion.
How do I use my promo code?
Before making the payment, please enter a valid promo code in the 'Promo Code' field and click the apply button.
Please confirm before completing the payment that the discount has been applied.
If you see the message 'Invalid promo code,' please check the following:
・Check for its expiry date.
・The 'Promo Code' has not been used.
・The 'Promo Code' is entered correctly with no spaces entered afterward.
・Discount codes are case sensitive. Make sure uppercase and lowercase letters entered correctly.
Can I use multiple "promo codes" at the same time?
NO. You can only redeem one promotional/discount code per order.
About Reservations
I have paid but have not yet received my confirmation email. What should I do?
Please make sure to check your spam folder. If you have still not received your email, please contact us at infohibus@jtb-hawaii.com. Please note that our business hours are Monday through Friday 9am to 4pm Hawaii Standard Time (HST).
How do I make changes to my booking?
We do not accept reservation changes online. We apologize for the inconvenience, but please cancel the current reservation first and make a new reservation.
Cancellation of E-Ticket Reservations
I need to cancel my reservation. What is your cancellation policy?
Cancellation Policy
Bookings cancelled by 11 am 2 days before the start day will receive 100% refund.
Bookings cancelled by 5 pm 2 days before the start day will receive a 50% refund.
Bookings cancelled after 5 pm 2 days before the start day will receive 0% refund.
How do I cancel a reservation?
Go to *Reservations* page at the top right corner of the screen.
https://hibustrolley.com/reservations/verify?lng=en-US
Verify your reservation.
You will need, the name of person who booked, Application Number or Reservation ID, and the Participation Date to verify your reservation. You can find your Application Number and Reservation ID
in your confirmation email.
You will be directed to the *Reservation details* page once your reservation is verified. Click the Cancel button at the bottom of the page.
Please be sure to check the Cancellation Policy regarding cancellation fees.
Payment Options
What payment methods do you accept?
We accept most credit cards including Visa, Mastercard, and American Express.
Can I pay using multiple credit cards?
Only one credit/debit card may be used per purchase.
About Refund
How long will it take to receive my refund?
Refunds are processed on the same day that the cancellation request has been confirmed.
It will take approximately three (3) to five (5) business days for the refund to to reflect on your credit card statement.
Your bank statement cycles and transaction schedules may affect the timeliness of receiving your refund.
How can I get a refund?
All refunds will be automatically credited to the original credit card used to purchase the HiBus Pass.
E-Ticket
How do I receive my e-ticket?
When you finish the checkout process for a HiBus pass, you will see the <SHOW TICKET> button on the reservation complete page. Also you can find a link to your pass in your confirmation email. You can redeem (activate) your pass on your participate date.
Where can I access my purchased e-ticket?
When you purchase your HiBus Pass online we will send you an email confirmation with a link to your pass. You will be prompt to enter your booking information to verify your reservation. You can see <SHOW TICKET> button on your reservation detail page once your booking info is verified. You can redeem (activate) your pass on your participate date.
How can I start using my E-Ticket?
You can activate your pass by tapping the <REDEEM> button on the E-ticket. The HiBus E-ticket can only be redeemed on your participate date.
Can you ship my HiBus Passes to me?
No. We only offer E-ticket. We do not issue a physical pass.
Is it necessary to have mobile data to use HiBus Trolley Pass?
Yes. Mobile data is required to access and display your HiBus e-ticket on your smartphone.
Can I board the bus with a printed e-ticket?
No. We only accept E-ticket on a mobile device.
Do I have to use my HiBus 4-Day and 7-Day Ticket on consecutive days?
Yes, HiBus tickets must be used across consecutive days.
How do I know if my e-ticket is still valid?
Your E-ticket screen will show "In Use" in yellow when it is valid. After the expiry, it will show "Redeemed" in green.