FAQ
Unclear about anything? Here are some commonly asked questions about Greyhound
Connect, along with the answers.
Q: How do I purchase a ticket?
A:
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Buy tickets online.
We currently offer a variety of advance purchase and unrestricted fares, including
student, senior, children's and military fares. Tickets can be printed at home,
sent by mail or purchased for pickup at the terminal using our Will Call service.
U.S. credit card and mailing address are required for Tickets by Mail and print
at home online purchases. If you select the Will Call option, the credit card number
entered on the Web site must match the number on the card.
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Buy tickets over the phone. U.S. customers who call our toll-free number 1-800-231-2222
may purchase tickets using a credit card.
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Buy tickets at a Greyhound terminal. Greyhound operates many
terminals nationwide that are equipped to sell tickets. Select locations
also offer a self-serve kiosk for Will Call ticket pickup and ticket purchase. You
can purchase tickets for travel in advance or for the next bus available. Greyhound
accepts cash, traveler's checks, personal checks with proper identification, debit
cards, and Visa, MasterCard, Discover, American Express, and Diners Club credit
cards issued in the U.S. We cannot accept money orders as a form of payment.
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Buy tickets at a Greyhound agency. In addition to our terminals, Greyhound offers
ticket sales at hundreds of independent
agents nationwide. You can purchase tickets for travel in advance or for
the next bus available. The agencies accept cash, traveler's checks and major credit
cards (this payment method is not available at all locations).
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Buy a ticket for someone else.
- Gift Ticket Orders (GTO) are available for purchase on this Web site. GTO allows
you to purchase a ticket online
for another person. This ticket is delivered to the departure bus station, under
the following criteria:
- The buyer pays a non-refundable gift ticket fee at time of purchase, regardless
of number of tickets purchased
- Tickets may not be sent outside the U.S.
- Both stations must be open at the time of the transaction and of ticket pick-up
- Buyer and recipient should allow three hours from time of purchase to departure
time to complete the transaction
- Appropriate ID or a password is required to pick up the ticket
- Only the purchaser may cancel the ticket or apply for a refund
- Prepaid Ticket Order (PTO) options are available at major
locations nationwide. PTO allows you to send a same-day ticket to a person in
another city. This ticket is transferred from one bus station to the other, under
the following criteria:
- The buyer pays a non-refundable service charge at time of purchase, regardless of
number of tickets purchased
- Tickets may not be sent outside the U.S.
- Both stations must be open at the time of transaction and ticket pick-up
- Buyer and recipient should allow three hours from time of purchase to departure
time to complete the transaction
- Appropriate ID or a password is required to pick up the ticket
- Only the purchaser may cancel the ticket or apply for a refund
- The recipient has 10 days from purchase to pick up the ticket
- The purchaser may also send with the ticket a cash advance up to one-half of the
ticket price (cash advance not to exceed $50). There is an additional service charge
for cash advances.
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Q: What type of tickets does Greyhound Connect offer?
A: With Print at Home, tickets purchase online can be printed directly from the
purchasers own computer and printer. Print at Home tickets are acceptable for only
the date and schedule selected during the purchase process. While the ticket is
schedule specific, it may be used for any schedule on the correct date for the origin
and destination purchased. After the schedule date has passed the ticket will have
no further value. (This option currently is only available in selected markets).
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Q: How do International customers purchase tickets?
A: An International credit card can be used for Will Call online ticket purchases.
International customers can also purchase their ticket at any Greyhound location
upon arrival in the U.S. or Canada. For international customers without toll-free
access, please call 214-849-8100 any time between 5:00 a.m. and 1:00 a.m. Central
time for fare and schedule information.
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Q: Do I need a reservation?
A: No reservations are necessary when you travel with Greyhound Connect. If you
know the departure schedule, simply arrive at the terminal at least an hour before
departure to purchase your ticket. Boarding generally begins 15 to 30 minutes before
departure. Seating is on a first-come, first-served basis. Advance purchase tickets
do not guarantee a seat.
When Greyhound fills a regularly scheduled bus with passengers during times of peak
demand, Greyhound plans for additional buses to accommodate passengers beyond the
seating capacity of a single bus for any given schedule. However, our ability to
add extra sections depends on the availability of buses, drivers and the number
of passengers.
When picking up passengers en route (such as at a rest stop), continuing passengers
who de-boarded at the rest stop are given priority to re-board.
Greyhound buses travel around the clock, so you can travel by day and enjoy the
scenery through wide panoramic windows. Or, select a night service, and relax in
a reclining seat with reduced interior lighting. Most buses make intermediate stops
to pick up additional passengers en route to their destinations. In addition to
stops en route, buses make rest stops every few hours, and meal stops are scheduled
as close to normal meal times as possible. If you prefer not to travel on a bus
that includes multiple stops en route, be sure to ask your ticket agent about our
express schedules, which are available on select routes.
For information on parking at Greyhound locations, please contact the
location nearest you.
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Q: Does Greyhound Connect have any restrictions?
A: For everyone's safety and comfort, Greyhound asks that customers please follow
certain restrictions while on board. Federal law does not permit smoking on Greyhound
buses. We have a zero tolerance for alcohol, drugs, weapons and unruly behavior.
Photography, video or audio recording of Greyhound personnel, equipment or procedures
is strictly prohibited. For your safety and the safety of those around you, passengers
should remain seated while the bus is in motion. Audio, video and camera equipment
should be stored with other carry-ons when not in use.
No dogs, cats, birds, or other animals will be transported. However, a service animal,
trained for the purpose of accompanying a disabled person, will be permitted to
travel with the disabled person at no additional charge.
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Q: What type of ID is required if I plan to travel to Canada or Mexico?
A: A valid U.S. passport AND photo identification are required to enter Canada or
Mexico. A valid passport or alien registration card is required for non-U.S. citizens
traveling into Canada or Mexico. Proof of citizenship, such as a birth certificate,
is also required for all children traveling. A guardian traveling with children
must provide proof of custody or notarized parental authorization for travel.
Effective June 1, 2009 All U.S. citizens entering the United States at sea
or land ports of entry are required to have documents that comply with the Western
Hemisphere Travel Initiative (WHTI), most commonly a U.S. passport, a passport card,
a trusted traveler card such as NEXUS, SENTRI or FAST, or an enhanced driver's license.
See the complete list of WHTI-compliant documents.
Customers who are 15 years of age or under will only require proof of citizenship
(birth certificate, naturalization certificate or citizenship card). Customers who
are 18 years of age or under and are traveling with a school, religious group, sports
team or other organized group, under adult supervision and with parental/guardian
consent, will require proof of citizenship (birth certificate, naturalization certificate
or citizenship card).
Passengers without proper Western Hemisphere Travel Initiative (WHTI) compliant
travel documents will not be permitted to board the bus, as you will be denied
entry into the United States. Transportation will not be provided back to the trip
of origin.
Visit the U.S. Customs and Border Protection
Web site for more details on requirements for leaving or entering the U.S.
Baggage is subject to inspection when crossing either border. You will be asked
to declare any items subject to duty upon crossing the border. Greyhound is not
responsible for any baggage crossing the border into Canada or Mexico. Passengers
must claim all baggage at the border crossing point before proceeding. No baggage
is allowed across the border unless claimed by a passenger.
Passengers denied entry into Canada or Mexico must purchase another ticket to return
to their origin location.
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Q: What is the minimum age of a solo passenger?
A: Any passenger under the age of 8 must be accompanied by a passenger at least
15 years of age or older at all times. Passengers between the ages of 8 and 14 years
of age inclusive, may travel unaccompanied at full adult fare if the following conditions
are met in their entirety.
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The passenger's trip will begin and end on the same schedule (no transfers).
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The passenger's trip will be no longer than five (5) hours in duration.
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The passenger's trip (origin to destination) must take place during daylight hours
only.
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Both the origin and destination stations are full service agencies or company operated
facilities.
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The destination station will be open at the time the passenger is scheduled to arrive.
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Parent, Guardian or Legal Custodian of the child must complete and sign the Unaccompanied
Child Form authorizing the child to make the trip and return this to the Customer
Service Supervisor on duty. This form specifically names the person authorizing
the trip and the person meeting the child at the destination station and the telephone
number(s) at which this person may be contacted. It also provides an emergency contact
name and telephone number in the event it is needed.
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In order for the child to be released at the destination, the person named on the
Unaccompanied Child Form as the one meeting the child must have positive picture
identification, such as a driver's license or state issued identification card,
and provide such to the agent at the destination station. Without such identification,
the child will be released into the custody of Child Protective Services or to local
law enforcement officials in the destination city.
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A fee of $5 will be assessed for each child traveling unaccompanied.
If any of the above conditions are not met, then the passenger must be accompanied
by a passenger at least 15 years of age or older in order to travel.
Tickets for unaccompanied children are not sold online.
Exception
In accordance with Illinois state law, NO tickets will be sold to unaccompanied
minor children under the age of 17 for interstate or intrastate travel from locations
within the state of Illinois.
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Q: Can I bring my child safety seat?
A: Customers are welcome to use child safety seats on Greyhound buses. However,
the seat space must be purchased at the discounted child fare. You should ensure
that your child seat has been approved for use in a motor vehicle, and is used in
accordance with the manufacturer's instructions.
It is your responsibility to secure the child seat to the bus seat with strapping
or webbing that is approved by the child seat manufacturer. You are responsible
for providing the strapping or the webbing. You should also secure your child in
the child seat with a manufacturer-approved lap and/or shoulder belt/harness. Greyhound
does not provide lap and/or shoulder belts/harnesses.
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Q: How do customers with disabilities travel on Greyhound Connect?
A: Our goal is to make your travel on Greyhound a safe, pleasant and convenient experience. Our
drivers, customer service personnel and contractors are available to meet the needs of customers with
disabilities. We are available to provide assistance with any reasonable request. The types of assistance
that we are more frequently asked to provide involve boarding and de-boarding, luggage, transfers, and
stowage and retrieval of wheeled mobility devices. This service is provided during transfers, meal and
rest stops and other times as reasonably requested. We are happy to assist you whether you are
traveling alone, using various wheeled mobility devices, or being accompanied by a service animal.
Assistance is available to customers with disabilities when they travel on Greyhound. There are four
important steps that will help us serve you better.
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Contact the Greyhound Customers with Disabilities Travel Assistance Line at 1-800-752-4841
as far in advance as possible. Greyhound will be better able to help you during your trip if
we know in advance that you are coming and what your needs are.
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When booking your trip in a terminal, notify the ticket agent if you need assistance and if
you will be traveling in a wheeled mobility device. When booking your trip online, make sure
to self-select as a passenger traveling in a wheeled mobility device if that is the case. If you
purchase your ticket over the phone or through any other means, tell us that you are
traveling with a wheeled mobility device.
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Arrive on time for your selected schedule.
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Inform Greyhound employees and contractors of your needs during your trip.
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Q: Can I travel in or bring my wheeled mobility aid on the bus?
A: The combined weight of the customer and wheeled mobility device cannot exceed 600 pounds and the
wheeled mobility device can be no more than 30 inches wide and 48 inches in height per manufacturer
specifications for most buses operated by Greyhound. Greyhound recommends that you contact the
Travel Assistance Line at 1-800-752-4841 as far in advance as possible if you will be traveling in your
wheeled mobility device. Each bus has limited seating capacity for all customers and can only
accommodate two passengers traveling in wheeled mobility devices.
If a customer decides not to travel in his/her wheeled mobility device, it may be stored inside the bus if
it fits and can be safely stowed in the overhead compartment. You must ask a customer service agent
for a claim check if your wheeled mobility device is stowed in the baggage compartment.
The maximum dimension of the baggage compartment is 33” x 33” x 48”. The maximum weight limit for
wheeled mobility devices is 200 pounds. Wheeled mobility devices that exceed these dimensions and/or
weight limit will not be accepted. Please allow sufficient time for stowing any wheeled mobility devices.
This will assist in preventing delays in the departure of the bus.
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Q: How do I travel with my service animal?
A: At Greyhound, customers with disabilities accompanied by a legitimate service animal are welcome. The
service animal is the responsibility of its owner and must be under the control of its owner at all times
whether by leash, harness or carrier. The service animal must ride in the bus within the customer's
space. The service animal may not travel in the aisle or occupy a seat. Greyhound reserves the right to
refuse passage to any service animal that poses a direct threat to the health and safety of other
customers, Greyhound personnel or contractors.
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Q: What about oxygen tanks, respirators and medication on the bus?
A: Portable oxygen and respirators may accompany you on Greyhound. A maximum of four (4) canisters
may travel with the customer - two (2) aboard the bus and two (2) in the baggage compartment. The
maximum dimension for each container may not exceed 4.5” H x 26” L. Customers are responsible for
ensuring that they have enough oxygen to complete their travel and are responsible for making
arrangements for refills while en route. Oxygen canisters stored in the baggage compartment must be in
protective cases with safety caps on the valves.
Always keep your medicine with you on the bus. Do not put it in your checked baggage. Greyhound is
not responsible for lost medication.
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Q: What type of baggage am I allowed to bring?
A: At Greyhound, passengers are responsible for transferring their own bags. Baggage
assistance is available upon request. Special handling ID tags are available for
customers that need help with their luggage, such as elderly passengers, customers
with disabilities or adults traveling with small children.
Be sure that all checked bags have a claim check AND an identification tag. You
must get both of these at the ticket counter prior to boarding. Please make sure
your bags are properly tagged inside and out.
Take your baggage to the bus and give it to the baggage handler who will load the
baggage underneath the bus. You are in charge of picking up your bags next to the
bus at each transfer location and taking them to your connecting bus.
Greyhound baggage restrictions:
- One (1) piece of baggage is checked free of charge for adults and children. One
(1) additional piece of baggage may be checked for a charge of $10.00 for adults
only. Baggage carried beyond two (2) pieces will be charged based on Greyhound Package
Express rates. One (1) small bag up to 25 pounds can be taken on board for each
adult or child. Carry-on bags must fit in the overhead compartment or under your
seat.
- The maximum allowable weight for checked baggage is 50 pounds per individual piece
of baggage. A charge of $30 - $40 (depending on the distance traveled) will be charged
for any baggage above the 50 pound limit.
- Baggage must not exceed 62 inches when adding the total exterior dimensions of the
piece (length + width + height). A charge of $30 - $40 (depending on the distance
traveled) will be applied to any baggage above the 62-inch limit.
- Packaging exceptions will only be made for the following items: bicycles, skis and
ski poles must be packed in wood, canvas or other substantial container, and securely
fastened; towing equipment must be enclosed in rigid containers or wrapped in a
strong material such as canvas and securely strapped or tied. Towing equipment is
limited to 100 pounds actual weight. These items are not exempt from oversize charges.
- If bags exceed maximum size and/or weight, customers must ship the item via Greyhound
Package Express.
In general, acceptable baggage includes suitcases, duffel bags, toolboxes, trunks
and securely tied cardboard boxes. A plastic and/or a paper bag is not acceptable
as checked baggage. Shipping containers are available for a nominal fee at many
terminals.
Acids, ammunition, animals, combustible liquids, compressed gases, corpses, cremated
remains, explosives, firearms of all types, fireworks, flammable liquids, furniture,
hazardous materials (poisons, radioactive materials, etc.), materials with a disagreeable
odor, matches, merchandise for resale, protruding articles, or any unsecured articles
including those in plastic or paper bags are prohibited. Electronic equipment (television,
stereos, etc.), film (flammable), and perishable items (food) may be sent using
Greyhound PackageXpress with appropriate packing. Items such as money and prescription
medication may not be checked as baggage and are to be carried in the customer's
possession.
Laptop computers are considered "electronic items" and are prohibited
as checked baggage, however they may be brought aboard as one of two allowed carry-on
items.
If you have any questions about what specific items are allowed on board (as carry-on
or checked), please check our Prohibited Items List. Some items we allow on the list may
be considered illegal on board public transportation in certain states. Greyhound
will follow local law in these cases.
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Q: What happens if I've lost my luggage?
A: The maximum liability to Greyhound is $250.00 for all baggage checked (not including
items checked as overweight, oversized and or excess baggage) per adult ticket and
$125.00 per child's ticket. Neither Greyhound nor other participating bus carriers
are responsible for the loss of or damage to baggage in excess of the value allowances.
Greyhound will only be responsible to the extent of the actual loss or damage sustained
based on the actual baggage at the time and place of checking, and will NOT accept
any liability for unchecked baggage.
Carriers will not deliver lost or delayed baggage to any address located outside
of the Continental United States. It is the responsibility of the passenger to make
arrangements for any such lost or delayed baggage to be shipped to destinations
outside the Continental United States. The Continental United States does not include
Alaska or Hawaii.
To file a claim for loss or damage to baggage, please contact
Baggage Claims & Service.
For items checked as overweight, oversized and or excess baggage the maximum liability
to Greyhound is $100.00. Neither Greyhound nor other participating bus carriers
are responsible for the loss of or damage to baggage in excess of the value allowances.
Greyhound will only be responsible to the extent of the actual loss or damage sustained
based on the actual baggage at the time and place of checking, and will NOT accept
any liability for unchecked baggage. Passengers may purchase declared value for
items checked as overweight, oversized and or excess baggage up to a maximum of
$300.00 per transaction. Please refer to the following table for excess value charges.
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Overweight, oversized and or excess baggage declared value charge
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$100.01 - $300.00
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$3.00
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Passengers may also insure their baggage (not including items checked as overweight,
oversized and or excess baggage) up to a maximum of $1000 per passenger ticket.
Please refer to the following table for excess value charges.
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Excess Baggage Value Amount
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Charge
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Up to $250.00
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Free
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$250.01 - $350.00
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$2.00
|
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$350.01 - $450.00
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$4.00
|
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$450.01 - $550.00
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$6.00
|
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$550.01 - $650.00
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$8.00
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$650.01 - $750.00
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$10.00
|
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$750.01 - $850.00
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$12.00
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$850.01 - $950.00
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$14.00
|
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$950.01 - $1,000.00
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$16.00
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Q: Are Greyhound tickets refundable?
A: Not all tickets are refundable. It really depends on the type of ticket that
was purchased. In almost all cases there is a refundable and non-refundable fare
available for the same trip. Non-refundable fares have no refund value, but can
be exchanged for another ticket for the exact same trip on a later date. Refundable
fares are subject to a 20% cancellation fee but can be refunded.
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Q: I have a partially used ticket. How do I receive a refund?
A: A "partially used ticket" means you purchased a ticket and did not
complete the trip prior to the final destination. Partially used one-way tickets
are not refundable. If a refundable fare ticket has been purchased then the partially
used round trip-tickets may be submitted for refund when either the going or return
portion is completely unused. Refund will be based on the fare paid minus the one-way
fare, and minus any applicable cancellation fee on the remaining ticket value. If
both the going and return portions are partially used the ticket has no refund value.
Non-refundable tickets have no refund value.
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Q: The bus was late. Am I entitled to a refund?
A: No. While Greyhound makes every effort to provide on-time service, it does not
guarantee its departure and arrival times, which may be affected by any number of
factors including weather, traffic, or mechanical problems. Greyhound is not liable
for any inconvenience or expense caused as a result of such a delay.
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Q: The bus was late and I missed a connection on another bus line. Am I entitled
to a refund of the other ticket?
A: No. Greyhound is not liable for the expense of connecting bus service missed
as a result of a delay. However, you may wish to contact the connecting bus line
for their specific refund procedures.
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Q: The bus was late and I missed a connecting flight. Am I entitled to a refund of
the cost of my plane ticket?
A: No. Greyhound is not liable for any other travel expense caused as a result of
a delay.
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Q: Can I get a refund at the terminal?
A: Yes. For refundable tickets, the original purchaser may obtain a refund at the
location in which the ticket was purchased, within 1 year of date of purchase.
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Q: I lost my ticket. How do I receive a refund?
A: Greyhound is not liable for lost, stolen, or destroyed tickets.
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Q: I just learned of a lower fare available, but I already bought the ticket at a
higher price. How do I receive a refund?
A: Fares are subject to change at any time without notification. Any refundable
fare ticket can be refunded minus any applicable cancellation fee.
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Q: I qualify for a senior discount, but I already bought the ticket at a higher price.
How do I receive a refund?
A: You must ask for the discount at the time of sale. Greyhound cannot provide refunds
for discounts once the sale is complete.
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Q: I haven't used my ticket. Can I get a refund?
A: All unrestricted one-way and round trip tickets are good for travel and/or refund
for a period of one year from the date of purchase. Tickets held after this time
period will be considered null and void and will retain no value for travel and/or
refund. Certain advance purchase and/or other reduced fare tickets may carry a time
limit or refund period less than the amount noted above.
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Q: Can I exchange my ticket for a different travel date or time?
A: Yes, however, a fee may apply if the ticket is not a refundable walk-up fare.
If the ticket is non-refundable or advance purchase ticket, departure date and time
may be changed for a $15 fee per ticket provided the following conditions are met:
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Any advance purchase requirement cannot be violated.
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Applicable holiday blackout restrictions for advance purchase fares must not be
violated.
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The time limit from the original sale date must not be violated. All transactions
and travel must be completed within one year of the original purchase date.
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Ticket cannot be a Discovery Pass or Commuter Ticket.
Origin and destination may not be changed under any circumstances in an exchange.
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Q: I'd like to change my destination. Can I do that without
paying a fee?
A: No. Origin or destination may not ever be changed, fee or no fee.
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Q: Can I change or refund a "Print at Home" Ticket?
A: "Print at Home" tickets are acceptable for only the date and schedule
selected during the purchase process. While the ticket is schedule specific, it
may be used for any schedule on the correct date for the origin and destination
purchased. If you purchased a "Print at Home" ticket that is refundable,
then any refund or exchange must take place on or before the stated date of travel.
Once the date of travel has passed the ticket no longer has any refund or reissue
value. As with other refundable tickets, a cancellation penalty will apply.
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Q: Can I exchange or reissue my "Print at Home" ticket?
A: Departure date and time for a refundable ticket may be changed without
charge provided the ticket is presented on or before the stated date of departure,
the maximum limit of 1 year is not exceeded, advance purchase and holiday blackout
restrictions are not violated. Ticket cannot be a Commuter Ticket or Discovery Pass.
Departure date on a non-refundable ticket may not be changed.
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Q: What type of bus will I ride?
A: In many cases Greyhound uses buses from its existing fleet to provide service
for locations served by Greyhound Connect service. In some cases smaller, mid-sized
buses are used to provide this service. These buses are not lavatory-equipped, but
drivers will stop on request to make rest stops as needed.
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