Customers With Disabilities

Customers With Disabilities

How may we assist you?

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 any requested assistance which is reasonable. 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.

Keys to a Successful Trip

Assistance is available to customers with disabilities when they travel on Greyhound. There are four important steps that will help us serve you better..

  1. 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.
  2. 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, let us know that you are traveling with a wheeled mobility device.
  3. Arrive on time for your selected schedule.
  4. Inform Greyhound employees and contractors of your needs during your trip.

Assistance in Boarding and De-Boarding

Greyhound personnel can assist with getting on and off the bus, including help with luggage and storage and retrieval of wheeled mobility devices. Please ask your driver or a customer service representative at the terminal for assistance and remind the driver during your trip if you require assistance. Greyhound will grant all requests which are reasonable and safe.

Storing and Handling Your Wheeled Mobility Device

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. Wheeled mobility devices that cannot be safely stowed inside the bus will be placed in the baggage compartment, if possible. 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.

Traveling in a Wheeled Mobility Device

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 strongly 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.

Traveling Alone

You may travel alone on Greyhound only if you are able to travel independently and do not require assistance of a personal nature such as help using the restroom, dispensing medication or constant care during travel. Greyhound is not required to provide this type of assistance. If you require assistance that we cannot provide, you may wish to include a personal care attendant (PCA) in your travel plans.

Assistance at Stops

Greyhound will assist you with any reasonable request during a stop. You should remind the driver or customer service personnel (if present) that you need assistance and the type of assistance you require.

Traveling With Your Service Animal

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.

Oxygen / Respirators / Medication

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.

Frequently Asked Questions

Why should I call Greyhound in advance of my trip?
With advance notification, Greyhound can better meet the service needs of all customers with disabilities, including people who travel in wheeled mobility devices. Advanced notice is not required, including for a lift-equipped bus for those who wish to travel in a wheeled mobility device; however, each bus can only accommodate two passengers traveling in a wheeled mobility device and there are capacity limitations on every bus for all passengers. Advanced notice will help us serve you better.

What is done with the information I provide?
Greyhound will use the information about your travel needs and schedule to arrange assistance by Company personnel and contractors at your point of departure, meal and rest stops and your final destination. Other transportation carriers involved in your trip will receive this information as well.

What if I need assistance during my trip?
You should notify Greyhound and its contractors of your need for assistance at each location during your trip. Even if you contacted the Travel Assistance Line in advance, you must make Greyhound and its contractors aware of your need for assistance throughout your entire trip.

Do I have to provide proof of my disability?
Greyhound does not require proof of disability.

Can I request priority seating?
Priority seating is available for the elderly and customers with disabilities. However, you may sit where your needs are best accommodated. The seats located in the first row directly behind and across from the driver are designated as priority seating. Greyhound will make its best effort to accommodate elderly and customers with disabilities in priority seating.

Your Rights as a Customer

Greyhound is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a Greyhound customer, please call us at 1-800-755-2357. If you feel that your rights as a person with a disability under the law have been violated and would like to file a formal complaint, please send a written statement to:

Greyhound Lines, Inc.
ADA Compliance Office
P.O. Box 660362
Dallas, Texas 75266-0362

Please include your ticket showing your travel itinerary, a detailed description of the incident, including the bus schedule number, date, time and location, as well as the names(s) and/or description(s) of any Greyhound personnel or contractors you believe did not provide you appropriate assistance.

Deaf/hard of hearing/TTY/TDD
1-800-345-3109

Spanish/Español
1-800-531-5332

ADA Compliance Corporate Office
1-800-755-2357