PURCHASE & TRAVEL ASSISTANCE:
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 to our employees, 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.
If you are having trouble purchasing tickets electronically due to a disability, one of our Customer Service Representatives will be happy to help you by phone at 1-800-752-4841 and waive the standard convenience fee after confirming that your inability to book electronically is due to your disability. You may also email Greyhound if you are having problems due to your disability: ADA.email@example.com.
Here are a few additional numbers that might also be useful:
- TTY/TDD: 1-800-345-3109
- Spanish/Español: 1-800-531-5332
MORE HELPFUL INFORMATION FOR YOUR TRIP:
The first row of the bus is reserved for the elderly, customers with disabilities, and unaccompanied children (but you’re welcome to sit wherever you feel most comfortable).
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.
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 range from 600lbs (272kg) to 1000lbs (453kg)
- 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)
- Buses traveling cross border between US and Canada have the following weight range of 600 lbs (272 kg) to 660 lbs (299kg).
This is due to the maximum limits of the wheelchair lift. If your wheelchair or mobility scooter doesn’t fit within the dimensions above, it will need to be stored in the baggage compartment underneath the bus. While most of our buses are equipped with a power outlet for charging personal devices such as your laptop or tablet, our power outlets do not support charging mobility scooters.
If you don’t 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 with you but only if they can be safely stowed in the overhead compartment because. 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 is 33” x 33” x 48”.33 by 33 by 48inches 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 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.
You can travel alone on Greyhound 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. We can’t provide this level of assistance so if you need it, you may prefer to bring a personal care assistant with you.
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).
Service animal means any guide dog, signal dog, seizure response dog, psychiatric service dog, sensory signal dog or other animal individually trained to assist, work or perform specific tasks for an individual with a disability.
The service provided by a service animal, includes, but is not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, standing guard over the individual during a seizure, detecting the onset of a psychiatric episode, providing minimal protection or rescue work, pulling a wheelchair, fetching dropped items or disrupting repetitive movements that are common to individuals who are autistic.
You should keep your medicine with you on the bus at all times – please don’t put it in your checked 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.
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.firstname.lastname@example.org.
Greyhound will investigate all complaints and will make every effort to respond within 30 days.
Personal Care Attendant
On request, Greyhound will provide a personal care attendant with a traveling ticket to be used by this attendant accompanying a person with a disability on the scheduled route for no extra charge. Greyhound will accept the determination made by or on behalf of a person with a disability that the person does not require a personal care attendant during travel. However, a person wishing to travel with a personal care attendant must provide a letter from a health care professional, or a disability travel card issued by a recognized organization representing consumers with disabilities which uses a health care professional in assessing that a person cannot travel independently.
Greyhound will acknowledge its acceptance that a person requires a personal care attendant by issuing an entitlement card. To fill out an entitlement card before your day of travel, please contact Greyhound Accessible Travel Office at 1-800-752-4841 This acknowledgement can then be used by the person for any future bus travel on scheduled services with any operator covered by this Code.
For additional information, please visit The Code.
Greyhound offers services to our vision-impaired passengers. The following criteria must be met: Sight-impaired persons must be registered with the Canadian National Institute for the Blind and sighted escorts presenting a C.N.I.B National Identity Card completed and signed by an authorized representative of the C.N.I.B.
Rules for Special Needs Passengers
Special needs passengers will be charged regular one-way or return fares. Seeing Eye or Hearing Ear service animals and accompanying guide will travel in conjunction with the fare to the special needs passenger at no extra charge. This special privilege permits special needs person and escort to travel together at the rate of a person traveling individually.
Special needs persons will be pre-boarded.
Accessible Customer Service Plan
Notice of temporary disruption: In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Greyhound will notify the affected customers promptly in person (accessible coach reservation) or by posted signage (facility disruption). The notification will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Greyhound Lines, Inc or its designate will provide accessible customer service training on a new- hire and refresher basis to employees (including drivers and customer service agents), volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- Greyhound’s plan related to the customer service standard.
- How to interact and communicate with people with various types of disabilities.
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
- How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities. These include: Wheelchair lifts on accessible coaches, Scooter ramps and the safe storage of wheelchairs, scooters and other mobility aids.
- What to do if a person with a disability is having difficulty in accessing Greyhound’s goods and services.
- Staff will also be trained when changes are made to our accessible customer service plan.
Customers who wish to provide feedback on the way Greyhound provides goods and services to people with disabilities can provide feedback in the following ways:
Open 7:00 a.m.-7:00 p.m., Central time zone, Monday-Friday
ATTN: Legal Department
Greyhound Lines, Inc.
PO Box 660362-0362
Dallas, TX 75266-0362
Greyhound’s policy is to reach a resolution with the customer within 30 days of receiving the complaint.
We welcome customers to use screen readers such as Jaws Reader or ChromeVox. If you are using a MAC, visit Apple’s Accessibility page for more information on how MAC supports accessibility.
Notice of availability
Greyhound’s documents related to accessible customer service are available upon request at our website.
Modifications to this or other policies
Greyhound is committed to ensuring that its policies, practices and procedures respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities, and will adapt or modify them as appropriate to meet those goals.