Special Needs Terms and Conditions
Greyhound is committed to serving people with disabilities in accordance with its obligations under the ADA. Individuals should contact Greyhound with questions, concerns, or complaints regarding travel on Greyhound for customers with disabilities. Our contact information is listed below.
If you have a disability, we'll do everything we can to help you have a comfortable journey when you ride with Greyhound. While some disabilities and needs may be obvious, others are not and you may be served by several different representatives of Greyhound along the way. It is essential that you ask for assistance at each location where you need help, including each driver if you have different drivers for multiple legs of your trip.
Other Helpful Information for Your Trip:
Help with getting on and off the bus
We can help you get on and off the bus, and give you a hand with your baggage, wheelchair or mobility scooter. Just let your driver or customer service agent know at the station, and don't be shy to ask them again if you need something during your trip, especially if you want to get off the bus during a stop.
Traveling in a wheelchair or mobility scooter
When you book your trip, make sure you tell us if you’re traveling with a wheelchair or mobility scooter, and if you plan to sit in it during your journey. If you're booking online, you can select this when you enter the number of passengers.All of our buses are equipped with a wheelchair lift to help you get on board. Each Greyhound bus can fit two passengers sitting in a wheelchair or mobility scooter (we actually remove seats to give you plenty of space). So we suggest you book your ticket as far in advance as possible to get one of the two spots on your preferred journey.
If you want to travel sitting in your wheelchair or mobility scooter, that’s OK with us. If you want to board the bus in your wheelchair and then sit in a regular seat, please let us know and we will stow the device.
The maximum weight and size of a wheelchair or mobility scooter that we can accept are:
- Weight including the passenger can't be over 600lbs (272kg)
- Wheelchair dimensions of 30 x 48 inches (76cm x 121cm)
- Mobility scooter with dimensions of 30 x 30 x 48 inches (76 x 76 x 122cm)
Storing a wheelchair or mobility aid
The maximum dimensions for a mobility aid to go in the baggage compartment is 33” x 33” x 48”. The maximum weight for mobility aids is 200 pounds. Mobility aids that exceed either or both of these dimensions will not be accepted.Ask a customer service agent for a claim check if your mobility aid is stowed in the baggage compartment. Assistive devices are not considered extra baggage and are transported free of charge unless you have more than one, in which case the second device would be considered additional baggage and subject to a charge.
Under the federal baggage tariff, if an item placed in the baggage compartment is damaged or lost, the maximum reimbursement of $250.00 is allowed per adult ticket purchased. To purchase excess valuation, ask a customer service agent at any of the terminals at the beginning of your trip. This applies to any mobility aids stored in the baggage bin.Please arrive at the station or bus stop in plenty of time for us to store your wheelchair or mobility aid, which will help us get away on time.
If part of your trip is on another carrier
If a part of your trip will be on a connecting carrier, you should know that the other carrier may require 48 hours advance notice in order to provide an accessible bus. If it is less than 48 hours between booking and the trip, an accessible bus might not be available at the transfer point. We strongly advise you to contact the non-Greyhound bus operator to make sure a lift bus is available before starting your trip. Your ticket/itinerary will indicate if a connecting carrier other than Greyhound is operating part of your trip.
You can find other carrier’s contact information at ADA Interline Carrier Contact Information.
Assistance during stops
We’re happy to help you with any reasonable request during a stop, such as getting on or off the bus, and retrieving your wheelchair or other assistive device for you. Just ask your driver or customer service agent. It’s also a good idea to let your driver know before your trip if you’re going to need help during stops as it helps us serve you better.
We welcome service animals on board Greyhound buses (they always seem to enjoy the ride too). If you bring a service animal, you agree that it must meet the legal requirements, which you can review by clicking here—http://www.ada.gov/service_animals_2010.htm. You must remain in control of your animal at all times, on a leash, harness or carrier and they must ride within your space – so they can’t occupy a seat or lay down in the aisle. If we think a service animal may threaten the health or safety of our staff or other passengers, we may refuse to have them on board.
Oxygen, respirators & medication
You should keep your medicine with you on the bus at all times – please don’t put it in your under the bus baggage as we can’t take any responsibility if it gets lost or if it is not accessible to you.
It’s fine to bring portable oxygen and respirators onto Greyhound buses. You can bring up to 4 canisters in total (2 on the bus and 2 in the baggage compartment), as long as they’re no bigger than 26 inches long and 4.5 inches high (66cm x 11.5cm). Oxygen canisters stored in the baggage compartment must be in protective cases with safety caps on the valves. You’ll need to make sure you have enough oxygen for your journey, and it’s up to you to arrange refills in route if you need them.
Your Rights as a Customer/Filing a Complaint with Greyhound
Greyhound is committed to protecting your rights. If you’d like to speak to someone about your rights as a Greyhound customer or to make a complaint, please call us at 1-800-752-4841 (TTY/TDD) 1-800-345-3109 or email us at ADA.email@example.com.
Greyhound will investigate all complaints and will make every effort to respond within 30 days.
Here are some useful numbers should you need to speak to someone about your travel needs:
- General assistance: 1-800-752-4841
- TTY/TDD: 1-800-345-3109
- Spanish/Español: 1-800-531-5332
- Email: ADA.firstname.lastname@example.org