Frequently Asked Questions

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.

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

If you purchased your ticket through this website, please contact us at **[infohibus@jtb-hawaii.com](mailto:infohibus@jtb-hawaii.com)**. After completing a Lost Item Report form, our Lost & Found department will conduct an investigation. Please note that it may take several days to receive a response. This support desk is exclusively for customers who purchased HiBus tickets through this website. If you used other booking methods, please contact your original point of purchase.

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

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.

Yes, but strollers need to be folded when boarding HiBus.

No, our drivers do not sell tickets. Please purchase your tickets online at https://hibustrolley.com/

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

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.

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.

NO. You can only redeem one promotional/discount code per order.

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).

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 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. 

Please be sure to check the cancellation policy on each product page before canceling your reservation. To request cancellation of your reservation, please contact us by email. infohibus@jtb-hawaii.com

We accept most credit cards including Visa, Mastercard, and American Express.

Only one credit/debit card may be used per purchase.

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.

All refunds will be automatically credited to the original credit card used to purchase the HiBus Pass.

If you made your reservation through our website, **“HiBus Hawaii Trolley,”** a button to access your e-ticket will be displayed on both the reservation confirmation screen and in your confirmation email. From the confirmation screen, you can directly open your ticket. If you click the “View Ticket” button in the confirmation email, you will be directed to a reservation authentication page. Please enter the required information to proceed to your ticket. For step-by-step instructions with images, please refer to the page below: https://hibustrolley.com/article/en-howto-use?lng=en-US

Click the “View Ticket” button in your confirmation email to open the reservation authentication page. Enter the required information to proceed to your ticket. E-tickets are available only for reservations made through our website, “HiBus Hawaii Trolley.” For step-by-step instructions with images, please refer to the page below: https://hibustrolley.com/article/en-howto-use?lng=en-US

Press the “Start Use” button on the ticket screen to begin using your ticket. For date-specific tickets, the ticket cannot be activated before the valid date. E-tickets are available only for reservations made through our website, “HiBus Hawaii Trolley.” For step-by-step instructions with images, please refer to the page below: https://hibustrolley.com/article/en-howto-use?lng=en-US

No. We only offer E-ticket. We do not issue a physical pass.

Yes. Mobile data is required to access and display your HiBus e-ticket on your smartphone.

No. We only accept E-ticket on a mobile device.

Yes, HiBus tickets must be used across consecutive days.

When the ticket is active, a yellow “In Use” label will be displayed on the e-ticket screen. Once the validity period has expired, a green “Redeemed” label will be shown.