Greyhound Terms & Conditions of Travel

Date: 03/14/2024

I. Introduction

FlixBus, Inc. (“Flix”) is a broker of services and tickets which brings passengers and transportation together. Flix is not an operator or provider of any transportation services. Transportation services are provided by operators, including Greyhound Lines, Inc and its affiliates (collectively “Greyhound”). These Terms & Conditions of Travel apply to all purchases made through Flix and travel provided by Bus Operators, including but not limited to Greyhound.

A. General Provisions

(1) Contractual Relationship

When you buy a ticket from Flix you enter into a contract with Flix for that purchase and you agree to be bound by its terms. The terms of your contract are set forth in: (i) your ticket, and (ii) these Terms & Conditions of Travel (“Terms”).

Trips marketed and sold by Flix are operated by independent bus operators (“Bus Operator”), such as Greyhound. We will identify the Bus Operator during the booking process, in your booking confirmation and on your ticket. You can also learn the identity of the Bus Operator by contacting Flix through any of the communications channels listed in the Contact Us section below.

Bus Operators may have different terms and conditions applicable to travel on buses they operate, and these may be obtained directly from the Bus Operator. In cases of conflict between these Terms and the terms and conditions of a Bus Operator related to a ticket purchase, the more restrictive terms and conditions shall control.

Flix and Bus Operators will not refuse to provide transportation based upon race, color, national origin, religion, sex or ancestry.

(2) Amendments to Terms & Conditions of Purchase and Travel

Flix may amend these Terms at any time, except as prohibited by law. Your purchases and travel are governed by the Terms in effect on the date you purchased your ticket and on the date of travel. Flix reserves the right to apply Terms retroactively where reasonably necessary for operational reasons and where the change in the Terms does not have a material negative impact on you.

No Flix or Bus Operator representatives, including employees and ticketing agents, have the authority to waive, modify or alter any provision of these Terms unless authorized in writing by a Flix corporate officer or an authorized designee.

(3) Bus Operator(s) Can Change After Booking

Flix may substitute or change Bus Operators as required by its operations at Flix’s sole discretion. You are advised to contact Flix near the date and time of your trip to learn the name of your Bus Operator.

II. Travel

A. Tickets

The purchaser of the ticket and the passenger is responsible for ensuring that the ticket accurately states the passenger's first and last name and travel information. Presentation of a ticket for transportation by someone other than the passenger named on the ticket renders the ticket void and may be confiscated.

Tickets are valid for travel only when used in accordance with these Terms. Passengers who are found to be traveling without a valid ticket may be required to pay a fee.

Where a ticket is invalidated as the result of the passenger's non-compliance with any of these Terms, Flix may:

Cancel any remaining portion of the passenger's itinerary or booking;
Confiscate any unused portion of the ticket;
Refuse to board the passenger or check the passenger's baggage; and/or
Assess the passenger the reasonable remaining value of the ticket, which shall be no less than the difference between the fare actually paid and the current fare applicable to the passenger's actual itinerary.

Children 2 or older: All children 2 years of age or older must have a ticket.

Children under the age of 2: a child under the age of 2 can sit on an adult’s lap instead of using a seat, and in this case, may travel for free without a ticket. See Children & Minors section for additional details.

(1) Documentation to Board the Bus

Each passenger must present a valid printed or electronic ticket to board the bus. This entitles the passenger to transportation only between points of origin and destination via the ticketed schedule on the date and time reserved.

During boarding, Bus Operator or bus station personnel may ask passengers that are 16 years of age or older must also present a valid Government-issued photo ID (such as a current Driver's License, Passport, Permanent Resident Card, U.S. Military ID card, or similar ID card issued by a federal or state government provided it contains a photograph and information such as name and date of birth). If asked to present a valid Government-issued photo ID, passengers that are 16 years of age or older must do so in order to board the bus.

For travel on international routes, each passenger (regardless of age) may additionally be required to present any Government-issued ID required for entry into another country and/or additional required travel documentation, in order to board the bus. It is the passenger’s sole responsibility to have all necessary documents and neither Flix nor the Bus Operator shall be responsible for any costs of damages for failure to do so, including any return transportation. See the International Routes section for further information.

B. Fares

Except as required by applicable law or stated specifically herein, all fares are non-refundable.

Fares are valid ONLY for the schedule, date, time, origin and destination for which quoted. Discount fares are subject to date, time and schedule restrictions. Fares may be subject to additional charges including taxes, fees and Bus Operator price differences. Departure dates and times may be changed by customers for a fee provided that advance purchase requirements are not violated (including holiday blackout restrictions) and all transactions and travel are completed within a year of the original purchase date. Web fares may change. Peak and holiday travel blackouts may apply. Fares are payable in U.S. dollars only unless stated otherwise.

(1) Special Fares

Flix and/or Bus Operators may offer special fares from time to time. Special fares are subject to availability. If the quoted fare price is no longer available at the time of final booking, the current price will be displayed as an option.

(2) Erroneous Fares

Flix will exercise reasonable efforts to ensure that all published fares are accurate and available for sale; however, Flix does not offer or intend to offer tickets for a zero fare or that are erroneous or reasonably apparent as erroneous. If an erroneous fare is inadvertently published for sale and a ticket is issued at the erroneous fare before it has been corrected, Flix reserves the right to cancel the ticket and refund all amounts paid by the purchaser or, at the purchaser’s option, to reissue the ticket for the correct fare.

C. Cancelling and Rescheduling Reservations

Involuntary Cancellations: An Involuntary Cancellation is any cancellation made by Flix or a Bus Operator (“Involuntary Cancellation”). Flix and Bus Operators may cancel ticket reservations of any customer whenever such action is necessary or advisable by reason of weather or other conditions beyond their control. Flix and Bus Operators may also cancel ticket reservations as reasonably required by their operations, including safety issues, in their sole discretion.

In cases of Involuntary Cancelations of ticket reservations, Flix will offer affected customers either the option to reschedule their trip at no cost or to request a refund. For details regarding refunds, please refer to the Refunds section of these Terms. Any costs for alternative carriage purchased by a customer through a company other than Flix or Greyhound are incurred at the customer’s sole expense. Flix and Bus Operators are never obligated to reimburse for such costs.

Voluntary Cancellations: A Voluntary Cancellation is any cancellation by a customer (“Voluntary Cancelation”). Voluntary Cancelations can be made by customers up until 15 minutes before the scheduled departure time of the bus.

Customers can only cancel tickets online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office, a ticket kiosk, etc.). Neither bus drivers nor Customer Service representatives can cancel a ticket reservation on behalf of customers. Voluntary Cancellations are subject to Greyhound's Cancellation Policy.

In cases of Voluntary Cancellations, Flix may offer a full or partial refund in the form of a voucher, the amount of which depends on how far in advance the ticket reservation is cancelled. For details regarding refunds, please refer to the Refunds section of these Terms.

Rescheduling Ticket Reservations: Customers can reschedule but must do so no later than 15 minutes prior to the scheduled departure time of the trip. Customers can only reschedule online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office, a ticket kiosk, etc.). Neither bus drivers nor Customer Service representatives can modify ticket reservations on behalf of customers.

When a customer reschedules a ticket reservation, the Flix system used to book tickets must first cancel the customer’s original ticket reservation in order to book a new ticket for the customer. As such, Greyhound’s Cancellation Policy applies to the customer’s rescheduling of ticket reservations. This means that when rescheduling the customer will receive a full or partial refund of the ticket price paid for the cancelled ticket reservation, the value of which will then be applied towards the customer’s new ticket reservation. The amount and calculation of the refunded amount that will be applied towards the customer’s new ticket reservation will vary according to certain time-oriented variables, as described on the Cancellation Policy page. If the price of the new ticket reservation is more than the value of the refunded amount, the price difference must be paid by the customer.

Unused Tickets: If a customer does not cancel or reschedule a trip 15 minutes prior to the scheduled departure time and does not take the trip, all fares and fees for the ticket are forfeited in full.

(1) Service Fees and Credit Card Processing Fees

In cases of Voluntary Cancellations or when a customer reschedules a ticket reservation, Service Fees and any applicable credit card processing fees will not be refunded.

Customers who use staff-operated sales offices (e.g., tickets purchased from sales agencies, ticket outlets, and customer service) to process a Voluntary Cancellation or to reschedule a trip may be charged an additional Service Fee.

In cases of Involuntary Cancellations, no Service Fee will be charged.

D. Refunds

Any passengers who are refused transport or removed from a bus as a result of their failure to comply with any of these Terms, shall not be entitled to any refund, substitute or return transportation, or any other form of compensation. For information regarding the different types of cancellations referenced below, see the Cancelling and Rescheduling Reservations section.

Involuntary Refunds

If a refund is required because of an Involuntary Cancellation, the customer will receive a refund for the full amount of the ticket fare(s), including any fees paid (an "Involuntary Refund").

Involuntary Refund Options: For Involuntary Refunds, Customers will have the following options depending on the original form of payment.
- Voucher refund (always an option for an Involuntary Refund).
- Monetary refund (option available only for ticket fares purchased with cash or other payment methods, such as credit card, PayPal, or Google Pay).
Form of Involuntary Refund: For Involuntary Refunds, Flix will issue refunds on tickets as follows:
- A voucher refund will be in the form of a Cancellation Voucher, which is a type of Credit Voucher.
- For monetary refunds (depending on the applicable customer service process), the refund will be made to the card originally used to complete purchase, a check to the passenger on the ticket, or via electronic transfer to a designated bank account.

Voluntary Refunds

For refunds requested in cases of a Voluntary Cancellation by a customer (a "Voluntary Refund"), a full or partial refund in the form of a voucher will be issued to the customer (a "Cancellation Voucher") less any applicable Service Fees and/or credit card processing fees. No other form of refund will be issued. The amount and calculation of the value of the Cancellation Voucher issued as a refund for a Voluntary Cancellation will vary according to certain time-oriented variables, as described on the Cancellation Policy page.

For refunds requested in cases of a departure delay greater than 120 minutes or a schedule change that results in a change to the expected departure of greater than 120 minutes, a Cancellation Voucher will be issued to the customer in the full amount of the ticket fare(s) including any Service Fees paid. No other form of refund will be issued.

Cancellation Vouchers are valid for twelve (12) months after issuance and can be used for a new ticket reservation. If the price of the new ticket reservation is more than the value of the Cancellation Voucher, the price difference must be paid by the customer. If the price is lower, the difference will remain on the Cancellation Voucher and can be used for a future ticket reservation until the date of expiration.

E. Refusal to Transport

Passengers shall not engage in any conduct that would authorize Flix or Bus Operators to refuse transport under this Section (“Prohibited Conduct”). Flix and Bus Operators may refuse to transport any passenger or may remove any passenger from a bus when refusal to transport or removal of the passenger is reasonably necessary in Flix or Bus Operators’ sole discretion for the passenger’s comfort or safety, for the comfort or safety of other passengers or Bus Operator employees, or for the prevention of damage to the property of a Bus Operator or its passengers or employees. By way of example, and without limitation, Flix and Bus Operators may refuse to transport or may remove passengers from a bus in any of the following situations:

Whenever necessary to comply with any applicable law, regulation or government directive or request or when advisable in the sole discretion of Flix or Bus Operators due to weather or other conditions beyond Flix or Bus Operators’ control including Acts of God, strikes, civil unrest, pandemic, embargoes, war, and other similar matters of force majeure.
When a passenger refuses to produce positive identification upon request;
When a passenger fails or refuses to comply with any of Flix’s rules or any provision of these Terms;
When a passenger fails or refuses to comply with a Bus Operator’s rules or any of the Bus Operators terms and conditions;
When the passenger provides a Government-issued photo ID with information does not correspond to the information shown on the passenger’s ticket;
When the passenger’s conduct is disorderly, abusive, violent or illegal, or the passenger appears to be intoxicated or under the influence of drugs;
When the passenger brings any alcohol, drugs, weapons or other prohibited items anywhere on the bus (including storing such items under the bus);
When the passenger is smoking on board the bus, or using any e-cigarettes or vaping devices on the bus;
When the passenger is barefoot;
When the passenger interferes with the bus crew’s activities, or fails to obey the instruction of any member of the bus crew;
When the passenger has a contagious disease that may be transmissible to other passengers during the normal course of the bus trip;
When the passenger is unable to sit in a seat with the seatbelt fastened, insofar as the bus is equipped with seatbelts (unless going to/from the on-board restroom);
When the passenger refuses to follow reasonable instructions issued to them by any bus crew members;
When the passenger brings any animals on board (with the exception of legitimate service animals riding together with a disabled person, as described in the Service Animals section of these Terms);
When the passenger’s behavior may be hazardous or creates a risk of harm to himself/herself, the driver, the bus crew, or other passengers or to the Bus Operators’ bus and/or property, or the property of other passengers;
When the passenger is seriously ill, unless the passenger provides a physician's written permission to travel by bus which establishes that he/she is not a health or safety threat or risk to him/herself or others and is able to travel safely either alone or with a companion and has such a companion;
When the passenger’s conduct, attire, hygiene or odor creates an unreasonable risk of offense or annoyance to other passengers; or
When the passenger fails to comply with any applicable laws or regulations.

Any passengers who are refused transport or removed from a bus as a result of any of the above situations are not entitled to any refund, compensation, or substitute or return transportation of any kind.

(1) Liability for Harm Caused by Passengers

Passengers who engage in any Prohibited Conduct shall be liable for any resulting direct or indirect harm and/or damage caused to himself/herself, the driver, the bus crew, or other passengers or to the Bus Operators’ bus and/or property, or the property of other passengers.

F. Schedules and Operations

Bus Operators will exercise reasonable efforts to transport passengers and their baggage from origin to destination according to the schedule; however, published schedules, departure and arrival dates, departure and arrival times, bus types, and similar details reflected on the ticket or in the published trip schedules are not guaranteed and are subject to change. Flix and Bus Operators may substitute alternate Bus Operators or buses, use rented buses and/or drivers, change schedules, delay or cancel trips, and alter or omit stops shown on the ticket as required by operations, safety and in the sole discretion of Flix or Bus Operators. Flix and Bus Operators’ sole liability in the event of such changes is set forth in the Refunds section of these Terms.

In cases where a bus becomes unserviceable during the trip, Flix and/or Bus Operators will exercise reasonable commercial efforts to provide affected passengers with a substitute bus or transport to a suitable waiting point from where the passengers’ trip can be continued.

Flix and Bus Operators are not responsible or liable for any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule. Flix and Bus Operators are additionally not responsible or liable for any additional costs, expenses, harms, losses or damages incurred by passengers that are directly or indirectly caused by any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule.

Flix will attempt to timely alert passengers of delays, cancellations and the like, as soon as possible. However, this may not be possible as some Bus Operators may not have the technical capability to timely notify Flix of such events and thus, Flix is not able to alert customers.

(1) When to be at Origin to Board

Customers are required to be at the boarding location 15 minutes prior to scheduled departure time.

If a customer is not present for boarding at the scheduled departure time, the ticket will be voided and the seat may be sold to another customer.

Customers will be notified via text message, email, or push notifications of any delays or changes to the departure time. Except as required by applicable law, a customer shall not be entitled to compensation of any kind if the passenger has been notified and is not present at the modified time and misses the departure. It is the passenger’s responsibility to provide accurate and current contact information.

(2) Seating

Seating is assigned automatically without regard to race, color, creed, national origin or any other protected characteristic. However, reserved seating may be available for purchase on some trips. See the Seat Reservations section for additional information.

For individuals with disabilities wishing to travel on the bus in their wheelchair or mobility scooter, see the Passengers with Disabilities & Limited Mobility section for details.

(3) Stops

All passengers must exit the bus upon request by the driver, other bus crew members, or any member of law enforcement.

During a stop, the driver or other bus crew member may announce to the passengers a firm time of departure when the bus will leave that location to resume the bus trip. It is the sole responsibility of every passenger to be onboard the bus at or before the departure time. It is the sole responsibility of any parent, legal guardian, or other passenger who is traveling with children to ensure that all children traveling are also on board at the announced departure time. Any passengers who are not back onboard the bus by the announced departure time may be left behind. The driver has no duty to wait for any late or absent passengers to return to the bus. Should any passengers fail to be back onboard the bus by the announced departure time and are left behind at the location of the stop, Flix and Bus Operators shall not be held responsible or liable. Any such passengers are not entitled to any refund, compensation, or substitute or return transportation of any kind.

During a stop, it is the passenger’s sole responsibility to remove any valuables from the bus to prevent loss, theft, or damage, for which Flix and Bus Operators shall not be held responsible or liable.

G. Flix and Bus Operators’ Liability in the Event of Cancellations, Delays and Schedule Changes

If there is an Involuntary Cancellation, a departure time delay of greater than 120 minutes, or a schedule change that results in a change to the expected departure time of greater than 120 minutes, Flix will (at customer’s request) cancel the ticket and provide a refund for the cost of the ticket, in accordance with the Refunds section of these Terms. If the customer does not request a cancellation and refund, the Bus Operator(s) will transport the customer to their scheduled destination on the same or an alternate bus. In such cases, the customer will not be entitled to any refund. Flix and Bus Operators will not be liable under any circumstances for any special, incidental or consequential damages arising from the delays, cancelled schedules or the like.

If the customer decides to cancel the ticket because of an Involuntary Cancellation, a departure time delay of greater than 120 minutes, or a schedule change that results in a change to the expected departure time of greater than 120 minutes, the customer may also request a free return bus trip through Flix or Greyhound to the place of departure shown on their ticket. In such situations, any costs for alternative carriage purchased by a customer through a company other than Flix or Greyhound are incurred at the customer's sole expense. Flix and Bus Operators are never obligated to reimburse for such costs.

(1) Flix and Bus Operators’ Liability for Additional Accommodations in the Event of Cancellations, Delays and Schedule Changes

In cases of an Involuntary Cancellation, a departure time delay of greater than 120 minutes, or a schedule change that results in a change to the expected departure time of greater than 120 minutes, a passenger may be required to stay overnight before he/she can continue with travel. In such instances, and provided that the passenger continues the trip to their ticketed destination, the passenger will be reimbursed for up to 2 nights of free accommodations in a hotel (or other similar form of lodging) for up to a maximum of $80 USD per night fee. Flix or Bus Operators will provide free public ground transportation to the hotel if the hotel does not offer such service.

Flix and Bus Operators shall have no liability if the cancellation, delay or schedule change was due to force majeure. As used in these Terms, “force majeure” means actual, threatened or reported:

Weather conditions or acts of God;
Riots, civil unrest, embargoes, war, hostilities, pandemic, or unsettled international conditions;
Strikes, work stoppages, slowdowns, lockout, or any other labor-related dispute;
Government regulation, demand, directive or requirement;
Shortages of labor, fuel, or facilities; or
Any other condition beyond Flix or Bus Operators’ control or any condition not reasonably foreseen by Flix or Bus Operators.

H. Transfers

Some trips may require passengers to switch buses during a trip (a “Transfer”). Passengers must check their booking confirmation for details.

If a Transfer is scheduled and the bus for the second or further leg of the trip is not on time, substitute transportation may be provided. If no alternate transportation is provided on the same calendar day and the remaining travel distance to the passenger’s scheduled destination is greater than 90 miles, a passenger may be required to stay overnight before continuing his/her travel. In such instances, the passenger will be offered free accommodations for up to 2 nights in a hotel (or other similar form of lodging) for up to a maximum of $80 USD per night. Flix or Bus Operators will provide free public ground transportation to the hotel if the hotel does not offer such service. However, Flix and Bus Operators shall have no liability or responsibility to provide hotel accommodations or public transportation to passengers if the late Transfer or lack of same-day alternative transportation was due to force majeure.

If a Transfer is scheduled and the bus for the second or further leg of the trip is not on time and the customer decides to cancel their ticket as a result, the customer may request a refund for their ticket (see the Refunds section of these Terms for details regarding Voluntary Refunds). The customer may also choose a free return bus trip through Flix or Greyhound to the place of departure shown on their ticket.

These terms shall only apply to Transfers scheduled as a part of one trip and ticket. If a passenger books separate tickets for separate legs of a trip, the passenger shall bear the risk of missing a connection and shall not be entitled to any compensation for missed or delayed schedules. However, Flix will exercise reasonable efforts to inform affected passengers of alternative connections.

I. International Routes

It is the responsibility of each passenger traveling across any international border to obtain in advance and bring all needed permissions, travel documentation and Government-issued ID such as a passport and/or visa required for entry into another country (collectively “Necessary Travel Documents”). All Parents or guardians traveling with children are responsible for ensuring that they bring all Necessary Travel Documents required for those children to enter another country. Each passenger’s travel documents may be checked at or prior to boarding an international schedule.

It is the responsibility of each passenger to determine the entry and travel requirements of the destination country/transit countries, either by contacting the proper embassies or consulates, or through other means. Each passenger is responsible for complying with the laws of each country from, through or to which he/she desires transportation.

Flix and Bus Operators are not responsible or liable for any consequences if any passenger fails to obtain or bring the Necessary Travel Documents, such as not being allowed to enter into another country, including costs of return travel.

(1) U.S. Customs and Border Protection Checks

All stored baggage must remain unlocked to allow customs clearance processes. Prior to each departure, passengers traveling to an international destination will be required to produce all Necessary Travel Documents upon request by any Bus Operator personnel. In such instances, Bus Operator personnel will check to confirm that the information on the passenger’s ticket, including but not limited to the passenger’s full name, matches the corresponding information shown on the Government-issued photo ID provided by the passenger.

The information below is NOT legal advice and should NOT be relied upon as such. Passengers should consult with their own attorney for any legal advice on immigration matters.

United States federal law enforcement agents from the U.S. Department of Homeland Security (DHS), U.S. Customs and Border Protection (CBP), and U.S. Immigration and Customs Enforcement (ICE) (collectively, “U.S. Federal Agents”) have been reported to occasionally stop, board, and perform warrantless searches on intercity buses within a certain distance from international borders. If this occurs, passengers may be asked questions by U.S. Federal Agents and/or for documentation pertaining to citizenship and/or immigration status. Travel delays may occur as a result.

Passengers have the following rights:

The right to remain silent.
Not to answer questions about their citizenship or immigration status or sign any paperwork without the advice of a lawyer.
To ask agents if they are being detained and why.
To refuse a search of their belongings by saying "I do not consent to a search."
To record the U.S. Federal Agents (but not to interfere with any of their activities).

Flix and Greyhound do not consent to, or provide permission for, warrantless and/or suspicionless immigration enforcement activities on its buses or in its non-public property at bus stations.

If passengers have concerns or questions about their rights during a border or immigration enforcement check, passengers should promptly consult an attorney. Passengers may also contact the following agencies for help:

Northwest Immigrant Rights Project

ACLU Immigrants’ Rights

National Immigrant Justice Center

National Immigration Law Center

Immigration Advocates Network

Immigrant Defense Project

English

Policy on Warrantless Bus Searches

Greyhound Lines, Inc. does not consent to, or provide permission for, warrantless and/or suspicionless immigration enforcement activities on its buses or in its non-public property at bus stations.

Greyhound’s employees and agents shall not provide consent or permission to federal law enforcement agents from the U.S. Department of Homeland Security (DHS), U.S. Customs and Border Protection (CBP), or U.S. Immigration and Customs Enforcement (ICE) to board Greyhound buses or access Greyhound non-public property at bus stations without a judicially enforceable warrant. Any warrant(s), request(s), or demand(s) for access by immigration enforcement agents presented to Greyhound, its employees, or its agents must be in writing. In the event immigration enforcement agents make a verbal request or demand, the Greyhound employee or agent receiving the request or demand must document it in writing.

Greyhound’s employees are not required to interfere with or impede the actions of federal law enforcement agents.  Our Washington-based bus drivers, employees and agents shall hand the Greyhound-issued placard to federal law enforcement agents if they attempt to board a Greyhound bus or access Greyhound’s non-public property.

Immigration searches by CBP agents have occurred on Greyhound buses in the past and may interfere with travel schedules and passenger experiences at Greyhound’s bus terminals or on buses in the State of Washington.  Within the State of Washington, Greyhound will keep track of any presentation of a warrant, or request or demand for access by federal law enforcement from DHS, CBP or ICE to Greyhound buses or Greyhound non-public property at bus stations. To that end, Greyhound employees or agents must do the following:

If a DHS, CBP, or ICE agent presents a warrant, request, or demand in writing, the receiving Greyhound employee or agent shall request a copy of the warrant or demand and provide it to their supervisor within 24 hours;

If a DHS, CBP, or ICE agent makes a verbal request or demand, the receiving Greyhound employee or agent shall document the request or demand in writing, retain a copy, and report the incident to the fleet desk within 24 hours and the fleet desk will document the report.

The Greyhound Legal Department will collect and maintain the written documentation.

Spanish

Política sobre revisiones de autobuses sin orden judicial

Greyhound Lines, Inc. no da su consentimiento ni otorga permiso para actividades de aplicación de inmigración sin orden judicial y/o sin sospecha en sus autobuses o en su propiedad no pública en las estaciones de autobuses.

Los empleados y agentes de Greyhound no deben dar su consentimiento ni permiso a los agentes de aplicación de la ley federal del Departamento de Seguridad Nacional de los EE. UU. (Department of Homeland Security, DHS), la Oficina de Aduanas y Protección Fronteriza de los EE. UU. (Customs and Border Protection, CBP) o el Servicio de Control de Inmigración y Aduanas de los EE. UU. (Immigration and Customs Enforcement, ICE) para embarcar en autobuses Greyhound o acceder a bienes no públicos de Greyhound en estaciones de autobuses sin orden judicial. Cualquier orden, solicitud o demanda de acceso por parte de agentes de inmigración presentadas a Greyhound, sus empleados o sus agentes debe ser por escrito. En caso de que los agentes de cumplimiento de inmigración realicen una solicitud o demanda verbal, el empleado o agente de Greyhound que reciba la solicitud o demanda debe documentarla por escrito.

Los empleados de Greyhound no están obligados a interferir o impedir las acciones de los agentes federales de aplicación de la ley.  Nuestros conductores, empleados y agentes de autobuses con base en Washington entregarán el letrero emitido por Greyhound a los agentes judiciales federales si intentan embarcar en un autobús Greyhound o acceder a la propiedad no pública de Greyhound.

Los agentes de la CBP han realizado revisiones de inmigración en autobuses Greyhound en el pasado y pueden interferir con los horarios de viaje y las experiencias de los pasajeros en las terminales de autobuses de Greyhound o en los autobuses del estado de Washington.  Dentro del Estado de Washington, Greyhound realizará un seguimiento de cualquier presentación de una orden judicial, o solicitud o demanda de acceso por parte de las fuerzas del orden público federal de DHS, CBP o ICE a autobuses Greyhound o propiedad no pública de Greyhound en estaciones de autobuses. Para ello, los empleados o agentes de Greyhound deben hacer lo siguiente:

Si un agente de DHS, CBP o ICE presenta una orden, solicitud o demanda por escrito, el empleado o agente de Greyhound receptor solicitará una copia de la orden o demanda y se la proporcionará a su supervisor en un plazo de 24 horas;

Si un agente de DHS, CBP o ICE realiza una solicitud o demanda verbal, el empleado o agente de Greyhound receptor documentará la solicitud o demanda por escrito, conservará una copia e informará del incidente al mostrador de flota en un plazo de 24 horas y el mostrador de flota documentará el informe.

El Departamento Jurídico de Greyhound recopilará y mantendrá la documentación escrita.

J. Seatbelts

While the bus is running, all passengers are required to sit in a seat with their seatbelt securely fastened, unless going to/from the on-board restroom. This seatbelt requirement only applies on buses that are equipped with seatbelts for passengers. It is each passenger’s responsibility to ensure that his/her seatbelt is properly fastened at all times.

(1) California

California state law requires all drivers and passengers of commercial buses to wear safety belts or face fines. The government imposed fine is $20 for the first violation and $50 for the next.

Everyone must be buckled up at all times, with the exception of passengers that are going to, or returning from the onboard restroom.

All passengers 8 years of age and older are required to be properly restrained by a safety belt, meaning the lap belt crosses the hips or upper thighs of the occupant and the shoulder belt (if present) crosses the chest in front of the occupant.

All passengers under 8 years of age and under 4 feet 9 inches in height are required to be acceptably restrained by a safety belt, meaning all of the following:

(1) the latch plate is securely fastened in the buckle;

(2) the lap belt shall be adjusted to fit low and tight across the hips or upper thighs, not the stomach area; and

(3) the shoulder belt shall not be placed behind the back or under the arm.

If it is not possible to ensure a passenger who is under 8 years of age and under 4 feet 9 inches in height is acceptably restrained by a safety belt because of his or her size, a parent, legal guardian, or chartering party shall:

(1) Secure him or her in an appropriate child passenger restraint system that meets the applicable federal motor vehicle safety standards; or

(2) if the passenger is under 2 years of age, he or she can be held on the lap of a parent, legal guardian, or chartering party.

Wearing your seat belt isn’t just a good idea, it's the law!

Buckle up for safety!

K. Children & Minors

General Rule: Children under the age of 16 (18 in Mexico) will not be accepted for transportation unless they are accompanied on the same bus by a parent, legal guardian, or other passenger at least 16 years of age (18 in Mexico). Flix or Bus Operators may require documentation verifying the child’s age at check-in. A valid passport, birth certificate or other Government-issued ID is required.

Accompanied Children Less Than 2 Years Old: One child less than 2 years old (an “Infant”) not occupying a seat may travel with a passenger that is at least 16 years old (18 in Mexico) or a parent/legal guardian at no additional charge. Additional Infants and Infants occupying a seat must pay the applicable adult fare. A maximum of 2 Infants is permitted for each adult (only one as a lap child and the other in a seat). Children who will reach their second birthday during a trip must occupy a seat and pay the applicable fare for the entire trip. It is recommended that a child safety seat be used for any Infants occupying a seat.

Child Seats: Many buses have seat belts that can accommodate standard child car seats. Flix recommends that passengers bring and use their own child safety seat, as long as the seat can be attached using a seatbelt, has been approved for use in a motor vehicle, and is used according to the manufacturer’s instructions. Passengers are solely responsible for securing a child safety seat and shall not rely on any assistance or advice from any Flix or Bus Operator personnel in doing so. Flix and Bus Operators shall not be responsible or liable for any damages, including personal injury or death, due to the improper use or securing of any child safety seat. Flix and Bus Operators shall also not be responsible or liable for any damages due to the lack of use of any child safety seat, including the personal injury or death of an unrestrained child.

L. Passengers with Disabilities & Limited Mobility

Flix and Bus Operators, like Greyhound, are committed to serving people with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable disability laws and regulations. Flix and Bus Operators will not discriminate on the basis of disability in the provision of services. Individuals should contact Flix or Bus Operators with questions, concerns, or complaints regarding travel on any Bus Operator for customers with disabilities. Our contact information is listed below.

Flix and Bus Operators will not refuse transportation to a Person with a Disability, as defined under the Americans with Disabilities Act (ADA) and applicable local laws or regulations, based upon the passenger’s disability, except as allowed or required by law because the passenger cannot be reasonably accommodated and/or poses a health or safety risk to him/herself or others.

Purchase & Travel Assistance:

If you have a disability, Flix and Bus Operators will do everything they can to help you have a comfortable journey when you ride with a Bus Operator. While some disabilities and needs may be obvious to Bus Operator personnel, others are not and you may be served by several different representatives of a Bus Operator or multiple Bus Operators 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 your trip.

If you are having trouble purchasing tickets electronically from Flix due to a disability or have questions or concerns regarding your travel, contact Flix or your Bus Operator(s) through any of the communications channels listed in the Contact for Help section below.

(1) Priority Seating

4 seats of the bus are reserved for the elderly and customers with disabilities. If these seats are occupied by people other than disabled or elderly, the Bus Operator personnel will ask these people to move but cannot force them to do so.

Special seating arrangements will be made for individuals with disabilities that wish to travel on the bus in their wheelchair/mobility scooter; however, to ensure that Bus Operator(s) will be able to accommodate you on a particular trip, you should disclose that you wish to travel in your wheelchair/mobility when booking your ticket(s). If you are booking a ride with a departure within the next 24 hours, you are advised to contact our Customer Service team at 1-855-626-8585 to ensure your request can be honored. For additional ADA contact information, see the Contact for Help section below.

There are limited wheelchair spaces on each bus. As a result, if you fail to disclose that you wish to travel in your wheelchair/mobility scooter when booking your tickets, we may not have capacity on the bus for you to travel in your wheelchair and we will make commercially reasonable efforts to accommodate you. However, if all the wheelchair spaces on the bus have already been reserved or the bus is at or near full capacity, we may not be able to make room for your wheelchair on that ride. In such instances, your driver would need to stow your collapsed wheelchair or mobility device in the baggage compartment of the bus and you will travel in a regular seat.

(2) Getting On and Off Bus

Bus Operator personnel 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 too shy to ask them again if you need something during your trip, especially if you want to get off the bus during a scheduled stop.

Bus Stops, Bus Stations, and Curbside Stops: Unfortunately, Flix and Bus Operators cannot guarantee fully accessible conditions at every bus stop or bus station for individuals with disabilities or limited mobility.

(3) Traveling in Wheelchair or Mobility Scooter

When you book your trip, make sure you book a ticket for traveling in a wheelchair or mobility scooter if you plan to sit in it during your trip. If you want to board the bus in your wheelchair and then sit in a regular seat, please let us know and we can stow the equipment. Wheelchairs and mobility aids are transported for free.

All Bus Operators’ buses are equipped with a wheelchair lift to help you get on board. Each bus can fit two passengers sitting in a wheelchair or mobility scooter. If you want to travel sitting in a regular seat and stow your wheelchair or mobility scooter, that is fine too.

Each bus may have a different weight and size capacity for wheelchairs and mobility scooters. Bus Operators will be able to accommodate you up to the maximum limits of the lift on the bus, and will always be able to at least meet the minimum weight and size capacity requirements required by law, which are:

Weight including the passenger of 600 lb (272 kg)
Wheelchair dimensions of 30 x 48 inches (76cm x 121cm)
Mobility devices with dimensions of 30 x 30 x 48 inches (76 x 76 x 122cm)

As long as you are within the size and weight capacity of the bus you are traveling on, a Bus Operator will accommodate you. If your wheelchair or mobility scooter doesn't fit within the size dimensions above, it will need to be stored in the baggage compartment underneath the bus.

Any traveler who intends to travel in a wheeled mobility device is encouraged to book as far in advance as possible. This is important because seating is limited for all passengers, many trips involve multiple Bus Operators, and schedules are reservation only. Bus Operators may not be able to accommodate all customers traveling in a wheeled mobility device. If you have questions or concerns regarding your travel with a wheelchair or mobility scooter, contact Flix or your Bus Operator(s) through any of the communications channels listed in the Contact for Help section below.

(4) Storing Wheelchairs or Mobility Scooters

Wheelchairs, mobility scooters and other mobility aids are not considered extra baggage and are transported free of charge unless you have more than one, in which case the second device is considered additional baggage and subject to a charge. If you do not want to travel seated in your wheelchair or mobility scooter, we can store it for you in the baggage compartment.

Mobility aids such as canes and walkers can travel inside the bus, but only if they can be safely stowed in the overhead compartment. Mobility aids that cannot be safely stowed inside the bus will be placed in the baggage compartment, if possible.

The maximum dimensions for a mobility aid to go in the baggage compartment under the bus is 33 x 33 x 48 inches. The maximum weight for a mobility aid is 200 pounds. Mobility aids that exceed either of these dimensions will NOT be accepted.

(5) If Trip Includes More Than One Bus Operator

If a part of your trip will be on a connecting Bus Operator, you should know that the other Bus Operator 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. You are strongly advised to contact all Bus Operators for your trip to make sure a lift bus is available before starting your trip. Your ticket/itinerary will indicate which Bus Operator(s) will be driving on your trip.

You can find the contact information for Greyhound’s Bus Operators at Bus Operator Contact Information.

(6) Traveling Alone

You can travel alone on buses as long as you can travel independently and don’t need assistance of a personal nature such as help using the restroom, dispensing medication or constant care during travel. Bus Operators cannot provide this level of assistance; so, if you need it, you may prefer to bring a personal care assistant with you.

(7) Assistance During Stops

Bus Operator personnel are happy to help you with any reasonable request during a stop, such as getting on or off the bus, and retrieving your wheelchair, mobility scooter or other assistive device. Let Bus Operator personnel (such as the driver) on each leg of your trip know when if you are going to need help during stops so our Bus Operators can serve you.

(8) Service Animals

Service animals are allowed on board buses. Service animals are defined as dogs or other animals that are individually trained to do work or perform tasks for people with disabilities. If you bring a service animal, you agree that it must meet all legal Requirements.

Examples of work or tasks performed by service animals include, but are not limited to, guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder during an anxiety attack, as well as other duties.

You must remain in control of your service animal at all times by keeping them on a leash, harness or carrier, unless these devices interfere with the service animal’s work or the individual’s disability prevents using these devices and they must ride within your space (i.e., the space around your feet). Animals cannot occupy a seat or lie down in the aisle. If a service animal threatens the health or safety of any Bus Operator personnel or other passengers, Bus Operator personnel may refuse to have them on board or remove them from the bus at any point during the trip.

Animals or pets that are not service animals are prohibited and not allowed on buses.

(9) Oxygen, Respirators & Medication

You can bring portable oxygen and respirators on buses. Up to a total of four (4) cylinders per passenger are permitted as follows: two (2) cylinders in the passenger compartment and two (2) cylinders in the baggage compartment under the bus. All cylinders must have safety caps on the valves and be properly packaged and protected against accidental discharge. Cylinders are to be no larger than 4.5 inches (11.4 cm) in diameter and 26 inches (66 cm) in length. The maximum total oxygen load on a bus may not exceed 99 lb.

You are required to make sure you have enough oxygen to last for the duration of your trip. It is your responsibility to arrange refills if you need them.

You should keep your medicine with you on the bus at all times – do not put it in your baggage under the bus, as Flix and Bus Operators are not responsible or liable if it gets lost or is not accessible to you.

(10) Contact for Help

Flix and Bus Operators are committed to protecting your rights. If you’d like to speak to someone about your rights as a customer or to make a complaint, please contact Flix or Greyhound through any of the communications channels listed below.

You can find the contact information for Bus Operators at Bus Operator Contact Information.

Flix and Bus Operators will investigate all complaints of disability discrimination and will make every effort to respond within 30 days.

Greyhound ADA Contact Information

If you have a disability, here are some useful numbers should you need to speak to someone with Greyhound about your travel needs:

General assistance: 1-800-752-4841

TTY/TDD: 1-800-345-3109

Email: ADA.support@greyhound.com

M. Seat Reservations

On some trips, a specific seat (aisle vs. window, row, table) can be reserved at the time of booking. If a seat reservation is available for the selected trip, a seat reservation fee will be charged. Seat reservation fees may vary depending on several factors, which may include the seat category, seat position, schedule and availability at time of booking.

All passengers must arrive at the designated departure location no later than 15 minutes before departure, regardless of any seat reservation.

A passenger may be required to move seats if they are occupying a seat which has been reserved by another passenger.

In some circumstances, Bus Operator personnel may determine that it is necessary for a passenger with a seat reservation to move seats if the seat is needed for: (i) safety or operational purposes, (ii) a minor, (iii) an elderly person, or (iv) a person with a disability, including one sitting in a wheelchair or mobility scooter. In such cases, the Bus Operator’s instructions must be followed. If a passenger with a seat reservation is moved by Bus Operator personnel and it is not possible to find the passenger a seat in the same or superior seat reservation category, the passenger may reclaim his/her seat reservation fee through www.greyhound.com/help-and-info.

The seat reservation fee is refundable when a trip is cancelled or rebooked by Flix or a Bus Operator unless the seat reservation was provided free of charge. A refund for a seat reservation will not be available if the passenger did not travel on the scheduled trip and failed to cancel or rebook his/her trip in advance.

When multiple tickets for a trip are purchased together and a ticket with a seat reservation is later cancelled for one or more passengers, the seat reservation may be transferred to another person in the same ticket order. Seat reservations are tied to the ticket order, not any particular passenger.

N. Baggage

Flix and Bus Operators do not accept checked baggage and expressly disclaim liability for any lost or damaged baggage and for any injuries caused by or resulting from shifting baggage. Passengers must stow and transfer their own baggage and must keep any carry-on baggage, including any personal belongings, in their possession at all times. Flix and Bus Operators do not check bags and do not assume any responsibility for the safe and secure transport of bags over any bus routes, including transfers. Baggage must comply with baggage allowances and restrictions as stated in these Terms. Certain items are not accepted for carriage. See Permitted and Prohibited Items in the following section.

Passengers wishing to stow baggage in the under-bus baggage compartment do so at their own risk. Passengers are responsible for picking up their baggage promptly upon arrival and for transferring their baggage from one bus to another during a transfer. Storage charges may apply for any baggage/items left behind. Passengers requiring special assistance with baggage must speak with Bus Operator personnel to make necessary arrangements.

All passengers are required to clearly label all baggage with their name, address and telephone number.

All bags are subject to search, including at terminals and on buses.

(1) Baggage Allowances

(a) Carry-On Baggage

Carry-on baggage is free of charge and is limited to one item per passenger, with a maximum size of 16 x 12 x 7 inches (42 x 30 x 18 cm) and a maximum weight of 25 lb (7 kg). Slight size deviations from these dimensions may be permitted provided that the total dimensions do not exceed 35 inches (90 cm) when you add the dimensions together (length + width + height). In cases where a passenger brings a piece of baggage that they intend to carry onto the bus, but where the piece of baggage is larger or heavier than the dimensions described in this paragraph, then that piece of baggage: (i) must be stored under the bus, and (ii) counts as the one piece of baggage that the passenger is allowed to store under the bus for free, provided all other requirements set forth in the “Storing Baggage Under the Bus & Excess Baggage” section are met.

Passengers are solely responsible for carry-on baggage during the entire trip and Flix and Bus Operators shall not be liable for any missing or damaged carry-on baggage. Passengers are required to stow and monitor their carry-on baggage in a manner that ensures that: (i) the safety and proper operation of the bus is not compromised, and (ii) does not inconvenience other passengers. Carry-on baggage should be, whenever possible, stowed in the overhead compartments or placed under the seats directly in front of the passenger.

Carry-on baggage and its contents shall remain in the care of passengers for the duration of the trip and must be monitored appropriately. If any unauthorized access by third parties is observed, the bus driver should be informed. Passengers are responsible for checking carry-on baggage prior to the end of their trip to ensure that nothing is missing.

On international routes, passengers may only carry goods that are exempt from customs duties (based upon nature and quantity of the goods).

(b) Storing Baggage Under the Bus & Excess Baggage

Each passenger may bring one piece of baggage to store under the bus for free with a maximum size of 31 x 20 x 12 inches (80 x 50 x 30 cm) and maximum weight of 50 lb (20 kg) (55 lb or 25 kg are allowed in Mexico). Slight size deviations from these dimensions may be permitted provided that the total dimensions of the item do not exceed 63 inches (160 cm) when you add the dimensions together (length + width + height). Such baggage is considered Standard Size Baggage.

The following types of baggage are allowed for storage under the bus:

Allowed	Allowed (but not recommended)
Suitcases Backpacks Duffel bags Trunks Toolboxes	Plastic bags Paper bags Items protruding from your baggage

Allowed

Allowed
(but not recommended)

Suitcases

Backpacks

Duffel bags

Trunks

Toolboxes

Plastic bags

Paper bags

Items protruding from
your baggage

Excess Baggage: To the extent that additional storage space for baggage is available under the bus, excess baggage (in addition to the one allowed bag described above) may be permitted, provided the passenger pays a fee for each additional piece of baggage. Excess baggage is subject to the same weight and size limitations above. Flix and Bus Operators cannot guarantee that any excess baggage will be allowed. Excess baggage (if allowed for the trip) can be booked during the booking process or online via Manage My Booking after the ticket purchase, and up until 15 minutes before the scheduled departure time of the bus.

Additional Information: Passengers are responsible for loading their own baggage including transferring baggage on trips which include Transfers. Bus Operator personnel will provide any disabled passengers with special assistance with baggage upon request. For all other passengers, Bus Operator personnel will only provide assistance with baggage in exceptional cases, such as when safety is a concern.

(2) Bulky and Oversized Baggage

Bulky Baggage: Baggage larger or heavier than Standard Size Baggage can only be transported as Bulky Baggage. Bulky Baggage shall be limited to one per passenger and must be reserved in advance in advance of every trip and is subject to a Bulky Baggage fee. Bulky Baggage can be booked and paid for during the initial ticket booking process or online via Manage My Booking after the ticket purchase up to 15 minutes before the scheduled departure time of the bus. Bulky Baggage service, fee and availability may vary depending on category, route, line and time of booking.

Fixtures, furnishings or furniture parts, electronic devices, surfboards, and cardboard cartons are prohibited even as Bulky Baggage. Wheelchairs, Mobility Scooters, and bicycles are not considered Bulky Baggage and are subject to special conditions. Non-electronic scooters complying with the above-mentioned weight and size dimensions are allowed. The carriage of e-scooters (excluding Mobility Scooters) is never allowed.

Oversized Baggage: Any baggage that weighs more than 75 lb (34 kg) or with total dimensions that exceed 95 inches (240 cm) when you add the dimensions together (length + width + height) is considered Oversized Baggage and is NOT accepted.

(3) Permitted and Prohibited Items

Passengers are prohibited from bringing any dangerous, hazardous or illegal substances or items onto a bus. Any passenger(s) found in possession of any such items may be: (i) removed from the bus, (ii) prohibited from traveling in the future, and/or (iii) referred to law enforcement.

A non-exhaustive list of items that a passenger can and cannot take on a bus (“Permitted Items” and “Prohibited Items” respectively), and whether such items can be brought onboard as a carry on or stored under the bus is available here.

(a) Valuable Items

Passengers are solely responsible for any valuable or fragile items. Valuable items such as cash, jewelry, precious metals, keys, glasses (sunglasses and/or reading glasses), electronic devices (laptops, iPads, tablets, MP3 players, cellphones, cameras), contact lenses, prostheses, medication, important documents (diploma certificates, other certificates, credentials, passports, driving licenses, securities), etc. and any fragile objects must be in carry-on baggage. Such items may not be stored under the bus or otherwise outside of the passenger’s control. Neither Flix nor any Bus Operator is responsible for any loss or damage to any valuable items which passengers choose to bring on the bus.

(4) Bicycles

Bicycles are allowed on some routes for a fee. Bicycles must be a standard size of 69 x 24 x 42 inches (length x width x height) without attachments and may not exceed a weight of 45 lb (20 kg). Tandems, E-Bikes, pedicels or tricycles are not allowed.

To transport a bicycle on a bus with a bike rack, passengers must reserve a space for their bicycle(s) during the booking process when selecting tickets. Any passengers wishing to transport a bicycle on a bus with a bike rack should book their trip and bicycle space well in advance. Space for bicycles is not guaranteed. The carriage of bicycles is dependent upon available capacity and a maximum of three (3) bicycles per bus.

Bicycles may be transported on a rear-mounted bicycle rack or on a rack in the baggage compartment. In certain cases, the carriage of bicycles may not be available or permissible on some routes unless the bike is stored in a suitable container in the baggage compartment under the bus. In those cases, the total dimensions of the container for the bicycle may not exceed 95 inches (height + width + depth) (240 cm) and may not weigh more than 45 lb (20 kg). It is sole responsibility of the passenger to ensure that their bicycle(s) are securely and safely stored for transport.

(5) Strollers

For passengers traveling with young children, strollers are allowed as Bulky Baggage and are limited to one stroller per child. Strollers must be collapsible. Non-collapsible strollers are not allowed. Subject to these requirements, strollers are conveyed free of charge.

(6) Lost or Forgotten Baggage/Items

All passenger baggage/items brought on the bus are the sole responsibility of the passenger. Flix and Bus Operators have no responsibility or liability for lost or forgotten baggage/items or for any costs associated with reuniting the passenger with their lost or forgotten baggage/items.

In the event passengers leave baggage/items on the bus, they must complete a lost and found form which may be found on www.greyhound.com. If a passenger’s lost or forgotten baggage/items are located, the passenger must make arrangements with the Bus Operator to either: (i) collect the baggage/items from Bus Operator directly, or (ii) request that Bus Operator ship the baggage/items, which requires a prepaid shipping label from the passenger. In all instances, the passenger is responsible for any and all costs associated with obtaining lost or forgotten baggage/items.

(7) Baggage Liability

Flix and Bus Operators expressly disclaim liability for any lost or damaged baggage, including strollers and bicycles, and for any injuries caused by or resulting from baggage.

In cases of loss or damage to baggage resulting from a bus collision or accident, the liability, if any, of the Bus Operator for loss of or damage to a passenger’s baggage and/or its contents, with the exception of wheelchairs, mobility aids, and assistive devices used by a qualified individual with a disability, is limited to the value of the damage or loss but in no event shall be greater than $250 per adult ticket and $125 per child ticket.

In cases of loss or damage to wheelchairs, mobility aids, or assistive devices used by a qualified individual with a disability resulting from a bus collision or accident, the liability, if any, of the Bus Operator for loss of or damage to the same is limited to the lesser of the replacement value or costs of any repairs to the lost or damaged equipment. During the period when the Bus Operator’s liability is being determined and until the disbursement of funds, the Bus Operator will make all reasonable efforts to procure a temporary replacement of the disabled passenger’s equipment similar to the technical and functional features of the lost or damaged wheelchair, mobility aid, or assistive device.

Passengers are solely responsible for retrieving all baggage and bicycles, including any baggage or bicycles stored under the bus. Flix and Bus Operators expressly disclaim any damage or loss which results from a passenger’s failure to timely retrieve his/her baggage.

O. No Discrimination

Reservations, purchases and seating is without regard to race, color, creed, national origin or any other protected characteristic.

You can read our discrimination policy for more information (English Title VI Policy / Spanish Title VI Policy). You may file a complaint by completing the Title VI Complaint form (English / Spanish).

We want to make sure all our customers have proper access to Greyhound services, information and benefits. So, if your English is limited, we’ll do everything we can to help you when you ride with us or use our facilities. You can find out more about this in our English Limited English Proficiency Plan / Spanish Limited English Proficiency Plan, which outlines how we’re making our services more accessible to people who speak other languages.

(1) Title VI

Our comfy leather seats don’t discriminate and neither do we. We’re not concerned about your race, your color, what you believe or where you’re from. We just want to get you safely to your destination.

No person or group of persons shall be discriminated against on the basis of race, color, national origin, disability or any other characteristic protected by applicable law. For more details see our Title VI Notice to Beneficiaries (English Title VI Notice to Beneficiaries / Spanish Title VI Notice to Beneficiaries).

(2) Filing a Title VI Complaint

If you feel you have been discriminated against by a member of Greyhound staff for any of the above reasons while riding with us, we take this very seriously. You can read our discrimination policy for more information (English Title VI Policy / Spanish Title VI Policy). You may file a complaint by completing the Title VI Complaint form (English / Spanish).

(a) To Request More Information

For more information on Greyhound’s civil rights program and the procedure to file a complaint, you may contact customer service at 214-849-7420 or you may write to the following address:

Attn: Legal Department
Greyhound Lines, Inc.
PO Box 660362-0362
Dallas, TX 75266-0362

English

Immigration Issues That Affect Our Passengers

Travel in the State of Washington

Immigration enforcement sweeps and searches by Department of Homeland Security agents, including Customs and Border Protection or Immigration and Customs Enforcement agents, have occurred in the past and may interfere with travel schedules and passenger experiences at Greyhound’s bus terminals or on its buses. For travel in Washington State, you may submit a complaint form to Greyhound if DHS, CBP or ICE agents board a Greyhound bus or conduct law enforcement activity at Greyhound’s Washington State bus terminals. For assistance with a complaint, ask a ticket agent or call 214-849-7420.

Greyhound Lines, Inc. does not consent to warrantless immigration enforcement checks on its buses or in non-public areas of its terminals. For more information regarding Greyhound’s policy on warrantless bus searches, please click here.

Additionally, our customers maintain the following rights:

You have the right to remain silent.

When in doubt, do not answer questions about your citizenship or immigration status or sign any paperwork without the advice of a lawyer.

You have the right to ask agents if you are being detained and why.

You can refuse a search of your belongings by saying “I do not consent to a search.”

You have the right to record video of immigration agents but do not to interfere with their activities.

No Discrimination

The use of race or ethnicity as a factor in conducting stops, searches, inspections, and other law enforcement activities based on the erroneous assumption that a person of one race or ethnicity is more likely to commit a crime than a person of another race or ethnicity is illegal. The Office for Civil Rights and Civil Liberties (CRCL) reviews and investigates civil rights and civil liberties complaints filed by the public regarding DHS policies and activities, which includes CBP. Persons who wish to file a civil rights or civil liberties complaint with CBP may do so by:

Submitting a Civil Rights Complaint

Sending an e-mail message to CRCL@dhs.gov

Faxing to (202) 401-4708; or Writing to U.S. Department of Homeland Security, Office for Civil Rights and Civil Liberties, Compliance Branch, 245 Murray Lane, SW, Building 410, Mail Stop #0190, Washington, DC 20528.

Additional Help and Resources

American Civil Liberties Union) (ACLU) – (212) 549-2500

If you need legal assistance, please contact the following agencies for help:

American Civil Liberties Union—Border Litigation Project Form

National Immigrant Justice Center—Immigrant Resources

Immigration Advocates Network—National Immigration Legal Services Directory

U.S. Department of Justice—List of Pro Bono Legal Service Providers

Spanish

Problemas de Inmigración que Afectan a Nuestros Pasajeros

Viajes en el Estado de Washington

Los registros y las inspecciones de inmigración por parte de los agentes del Departamento de Seguridad Nacional, incluidos los agentes de Aduanas y Protección de Fronteras o Inmigración y Aduanas, se han producido en el pasado y pueden interferir con los horarios de viaje y las experiencias de los pasajeros en las terminales de autobuses de Greyhound o en sus autobuses. Para viajar en el Estado de Washington, puede presentar un formulario de queja a Greyhound si los agentes de DHS, CBP o ICE embarcan un autobús de Greyhound o realizan actividades de cumplimiento de la ley en las terminales de autobuses del Estado de Washington de Greyhound. Para obtener ayuda con una queja, pregunte a un agente de boletos o llame al 214-849-7420.

Greyhound Lines, Inc. no consiente que se realicen controles de inmigración sin orden judicial en sus autobuses o en áreas no públicas de sus terminales. Para obtener más información sobre la política de Greyhound en las búsquedas de autobuses sin orden judicial, haga clic aquí.

Además, nuestros clientes mantienen los siguientes derechos:

Derecho a permanecer en silencio.

En caso de duda, no responda preguntas sobre su estado de ciudadanía o inmigración ni firme ningún documento sin el asesoramiento de un abogado.

Derecho a preguntar a los agentes si está siendo detenido y por qué.

Puede rechazar un registro de sus pertenencias diciendo “No doy mi consentimiento para un registro”.

Derecho a grabar video de agentes de inmigración, pero no interfiera con sus actividades.

No Discriminación

El uso de la raza u origen étnico como factor para realizar paradas, búsquedas, inspecciones y otras actividades de aplicación de la ley basadas en la suposición errónea de que una persona de una raza u origen étnico es más propensa a cometer un delito que una persona de otra raza u origen étnico es ilegal. La Oficina de Derechos Civiles y Libertades Civiles (CRCL) revisa e investiga las quejas de derechos civiles y libertades civiles presentadas por el público en relación con las políticas y actividades del DHS, que incluyen la CBP. Las personas que deseen presentar una queja sobre derechos civiles o libertades civiles ante la CBP pueden hacerlo:

Presentación de una reclamación de derechos civiles

Envío por mensaje de correo electrónico a CRCL@dhs.gov

Envío por fax al (202) 401-4708; o Escribir a U.S. Department of Homeland Security, Office for Civil Rights and Civil Liberties, Compliance Branch, 245 Murray Lane, SW, Building 410, Mail Stop #0190, Washington, DC 20528.

Ayuda Adicional y Recursos

American Civil Liberties Union (ACLU) – (212) 549-2500

Si necesita asistencia legal, póngase en contacto con las siguientes agencias para obtener ayuda:

American Civil Liberties Union: Formulario de proyecto de litigio fronterizo

Centro Nacional de Justicia para Inmigrantes: Recursos para inmigrantes

Red de defensores de la inmigración: Directorio nacional de servicios jurídicos de inmigración

Departamento de Justicia de los EE. UU.: Lista de proveedores de servicios jurídicos pro bono

P. No Smoking

Smoking is prohibited on or within fifteen (15) feet of the bus. This includes the use of all smokeless tobacco products including e-cigarettes. Select schedules may offer comfort stops to allow passengers to hop off the bus for a bit to smoke in approved designated area(s).

Q. Video and Audio Monitoring Used in Buses, Terminals and Boarding Locations

Bus stations, buses and boarding locations may be equipped with video and/or audio recording equipment for security purposes. Video and audio recordings may be viewed at any time for any reason by authorized personnel including a third-party service provider(s) used to provide security or recording services (collectively “Recording Controllers”). Such recordings may also be made available to law enforcement or other government officials upon proper request. Additionally, such recordings may be made available to any third parties, as deemed necessary by any of the Recording Controllers. Your acceptance of these Terms or boarding a bus or entering an area with such equipment, shall constitute consent to any such recordings and their use.

R. Contact Us

If you need help about travel on Greyhound, please choose from the list of contact information on Greyhound’s Contact Us page at www.greyhound.com/help-and-info/contact-us, so that you can connect with the correct Greyhound team.

If you need help from Flix about your ticket purchase (including to cancel a service, request a refund, or for general customer service), please contact Flix by phone or online at:

Customer service hotline: 1-855-626-8585 (not all international calls are toll-free)
FlixHelp website address: help.flixbus.com

III. Legal

A. Claims

i. As the seller of services and tickets and a broker which brings passengers and transportation services together, Flix is not an operator of any transportation services and is not responsible for the actions or operations of any Bus Operators. Accordingly, Flix shall not be liable or responsible for any claim for damages, personal injury, death of a passenger, or any other acts related to the operation or provision of bus services.

ii. Notwithstanding anything herein to the contrary, no claim for damages, personal injury or death of a passenger will be entertained by a Bus Operator or Flix unless written notice of such claim is received by the Bus Operator or Flix within twenty-one (21) days after the occurrence of the event giving rise to the claim.

iii. Unless otherwise prohibited by applicable law, no legal action for any claim described above may be maintained against a Bus Operator or Flix unless commenced within one (1) year of Bus Operator or Flix's written denial of a claim, in whole or in part.

B. Governing Law, Entire Agreement & Limitation of Liability

(1) U.S.

Any and all matters arising out of or relating to these Terms and/or the subject matter hereof shall be governed by and enforced in accordance with the laws of the United States of America and, to the extent not preempted by Federal law, the laws of the State of Texas without regard to conflict of law principles, regardless of the legal theory upon which such matter is asserted. A passenger’s ticket and these Terms represent the entire agreement between the parties relating to transportation by a Bus Operator and shall supersede all prior representations, understandings or agreements pertaining thereto, either oral or written. No other covenants, warranties, undertakings, or understandings may be implied, in law or in equity.

Flix and its Bus Operators shall not be liable for any punitive, consequential, or special damages arising out of or in connection with carriage or other services performed by Flix and/or Bus Operators, whether or not Flix and/or Bus Operators had knowledge that such damage might be incurred. Flix and Bus Operators shall not be liable for any damage arising out of its compliance with any laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s failure to comply with such laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s reliance on advice provided by Flix and/or Bus Operators regarding such laws, regulations, orders, rules, requirements or security directives.

Election or failure by Flix and/or Bus Operators to enforce any provision of these Terms shall not constitute a waiver of their rights and remedies with regard to such provision or any other provision.

(2) Canada

The governing law for these Terms shall be the law of the province in which the passenger is located when the transaction takes place and the federal laws of Canada applicable therein. The forum for any potential dispute involving a passenger shall be the courts of the province in which the passenger is located when the transaction takes place.

(3) Mexico

Any and all matters arising out of or relating to these Terms and/or the subject matter hereof shall be governed by and enforced in accordance with the federal laws of the United Mexican States. The competent courts shall be the courts sitting in Monterrey, Nuevo Leon, Mexico. Passengers hereby waive any other applicable law or jurisdiction that corresponds to them due to their domicile or any other cause.

A passenger’s ticket and these Terms represent the entire agreement between the parties relating to transportation by a Bus Operator and shall supersede all prior representations, understandings or agreements pertaining thereto, either oral or written. No other covenants, warranties, undertakings, or understandings may be implied, in law or in equity.

C. Severability

The invalidity of any provision herein shall not affect the validity of any other provision that shall remain in full force and effect.

D. No Liability for Other Bus Operators

A Bus Operator is responsible only for transportation on its own lines in accordance with applicable limitations and assumes no responsibility for any acts or omissions of others, including interline partners and other operators, except as imposed by law. In no event shall any Bus Operator be liable for consequential or incidental damages for loss, damage, or delay, including weather delays. Passengers acknowledge that a Bus Operator from time-to-time may use leased drivers and/or buses to operate its services. In no event shall Flix be liable for any actions of, or damage caused by any Bus Operator.

E. Class Action Waiver

Customers agree to waive any right to assert any claim against Flix and Bus Operators as a representative or member in any class or representative action. To the extent the customer is permitted by law to proceed with a class or representative action against Flix or a Bus Operator, the customer agrees that neither the customer nor any legal or other representative or person purporting to act on his or her behalf shall:

i. Be entitled to recover attorneys’ fees or costs associated with pursuing the class or representative action; and

ii. Submit a claim or otherwise participate in any recovery secured through the class or representative action.

Upon booking a ticket for transportation, purchasing other services, or participating in any Flix and/or Bus Operator program or service, you hereby authorize Flix, Bus Operators, and their affiliates and authorized agents to (i) collect, process, retain and use, and (ii) transfer to third parties, including, but not limited to, subcontractors, agents, affiliates, marketing partners, other carriers, and government agencies, for their use, processing and retention, any and all personal data you provide when Flix and/or Bus Operators believe in good faith that it is in the interests of security or that disclosure is otherwise necessary or advisable or as Flix and/or Bus Operators deem necessary to carry out any and all business purposes related to the program or services being requested and/or in the promotion of other information, goods, and services that may be of interest to you, including, but not limited to, the following purposes: making a reservation; purchasing a ticket; obtaining ancillary services, including accommodating special service requests; accounting, billing and auditing; checking credit or other payment mechanisms; systems testing, maintenance and development; customer relations; sales and marketing; promotions for Flix and/or its affiliates goods and services and third party goods and services; statistical analysis; developing and tailoring current and future services; facilitating travel, including obtaining immigration, security, and customs clearance; complying with applicable laws, regulations, government requests, law enforcement requests, and/or valid court orders; providing data to third parties or governmental or law enforcement agencies to comply with, or assist in the development of, security, safety, or health measures for passengers, baggage or cargo, or to provide for the prevention or detection of criminal acts or the apprehension or prosecution of offenders; protecting the legal rights of Flix, Bus Operators, and/or their affiliates.

If a passenger or customer wants to learn more about the Flix Privacy Policy or the Greyhound Privacy Policy, they may be viewed at www.flixbus.com or www.greyhound.com respectively. These policies are merely statements of administrative protocol; they are not contracts, nor are they made, or intended to be made, a part of these Terms, nor do they create any contractual or legal rights.