When can customers expect a refund?

Modified on Sat, 28 Jan 2023 at 01:57 PM

  • Refund & exchange policy:
    • Up to 24 hours prior to the scheduled departure, the passenger is entitled to a full refund, minus booking fee, or a credit for the full cost of the ticket purchased, minus booking fee, towards rebooking a ticket on a different trip.
    • The passenger will be responsible for covering any difference between the fare of the new ticket and their previously purchased ticket if the cost of the new ticket is greater than the cost of the previously purchased ticket.
    • If the new ticket costs less than the previously purchased ticket, the passenger forfeits the difference and shall not be entitled to a refund or credit for that amount.
    • Refund requests must be made in writing through the form on our Contact page, 
  • If we cancel a trip (ex.: bad weather):
    • All passengers will be entitled to a full refund, including the booking fee, or an exchange for a ticket on another trip at no additional cost.
    • We will initiate this process automatically upon the cancellation of the trip, so there is no need to contact us to request a refund or exchange in such an instance.
  • If the bus is late to pick you up:
    • While we will do our best to ensure that all of our buses arrive on time, there are factors outside of our control, such as traffic and the weather, which can cause a delay. We encourage passengers to track their bus’s location using the link that was provided with their digital ticket purchase to minimize wait time at the pick up location.
      • Under four (4) hours:
        • The passenger will not be entitled to a refund, discount, or credit, should their bus be delayed by less than four (4) hours.
      • Over two (4) hours:
        • Should you wish to continue with your trip, we would be happy to provide our loyal customers with a credit worth 50% of your ticket’s purchase price (before any add-ons ex: extra luggage) to be applied to your next trip, as a token of our appreciation for your patience.
        • Should you no longer wish to continue with your trip, you will be entitled to a full refund, including the booking fee.
        • Upon becoming aware that one of our buses is over four (4) hours behind schedule, we will reach out to all passengers who were affected to see how we can make things right. There is no need to contact us to request the discount or refund in such an instance.
      • If a bus delay causes a passenger to miss a connection (ex.: train, plane, other bus):
        • We encourage passengers to plan ahead for any possible delays by providing themselves with ample time between their scheduled arrival at their first destination and any connecting trains, planes, or buses. We cannot be held liable for any missed connections. Thank you for understanding!
  • I can no longer travel for reasons related to COVID-19.
    • Please contact us as soon as possible to notify us that you are no longer able to travel using the form on our Contact page .
    • To encourage passengers to reschedule rather than travel when they should be self-isolating, we will be providing a full refund, including the booking fee, or exchange, at no additional cost, to anyone who can provide proof that on their scheduled travel date, they:
    • Tested positive for COVID-19 and are within their mandatory self-isolation / quarantine period
    • Are awaiting test results for COVID-19 and are required to self-isolate / quarantine
    • Are a caregiver for a dependent who has tested positive for COVID-19, is within their mandatory self-isolation / quarantine period, and requires care
    • Dependents can include children under the age of 12 years or an immediate family member such as an elderly parent or an adult child with a disability.
  • I was late and missed my bus!
    • We recommend that passengers arrive at least 15 minutes prior to their bus’s scheduled departure time. Unfortunately, as it is not through any fault on our end, passengers who miss their bus are not entitled to a refund, discount, or credit of any kind. Included in the cost of a ticket, each passenger is permitted one (1) personal item, one (1) carry on, and one (1) checked bag, as outlined below. Additional bags are permitted at an added cost, space permitting, so they must be booked in advance.

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