Intercity Motorcoach Customer Service Pledge

We at Adirondack, Pine Hill & New York Trailways pledge that as an intercity bus rider, you should experience a safe and reliable bus ride with professional and courteous service. This includes having a clean and comfortable bus with clear rules for how to ride and be safe onboard the bus and in case of emergency.

  1. A safe ride every time
    • Compliance with all vehicle and traffic laws and regulations.
    • Fully trained drivers.
    • Vehicles that meet all applicable safety requirements.
    • Safe and orderly loading and unloading of passengers.
  2. Courteous, clean, and accessible service
    • Clean, comfortable and well-maintained vehicles and terminals.
    • Professional courteous drivers.
    • Assistance for persons with disabilities at terminals, street side locations and on board.
    • No unlawful discrimination with respect to price or carriage.
  3. Dependable service
    • On-time service with consideration given to events outside the operator’s control including weather, construction, congestion, etc.
    • Adequate assistance determined on a case-by-case basis in situations of cancellations or following a material delay caused by the carrier.
    • Reasonable compensation or rerouting in situations of overbooking in cases of cancellation or a material delay caused by the carrier.
  4. Accurate and timely information
    • Accurate information regarding routes, schedules and fares, including onboard announcements of stops.
    • Timely information on service delays, including cancellations.
    • Travel information for all passengers before and during their journey as well as general information about travel in terminals and online.
  5. Communications
    • A complaint handling mechanism available to all passengers for issues involving travel, baggage, package express and accommodations for persons with disabilities.
    • Knowledge of the bus number to report incidents.
    • Diligent investigation of complaints.
    • Please feel free to contact us at info@trailwaysny.com or by phone at 800 855 8555.
  6. Transparent safety measures
    • Travelers planning a bus trip are encouraged to think safety first before buying a ticket or chartering a bus by using the Federal Motor Carrier Safety Administration’s (FMCSA) “look Before You Book” video and safety tips, available at http://www.fmcsa.dot.gov/safety/look-you-book/passengers-%E2%80%93-stay-safe-and-look-you-book.
    • The SaferBus mobile app gives bus riders a quick and free way to review a bus company’s safety record before buying a ticket or booking group travel. The SaferBus app, available for iPhone, iPad and Android phone users, can be downloaded for free by visiting FMCSA’s webpage at http://www.fmcsa.dot.gov/safety/passenger-safety/saferbus-mobile-application.
    • Consumers can also file a complaint by calling FMCSA’s toll free hotline 1-888-DOT-SAFT (1-888-368-7238) from 9:00 a.m. to 7:00 p.m. eastern time, Monday through Friday or through the online National Consumer Complaint Database.