May I bring food and drink on board the bus?
Do I need reservations?
May I use a Greyhound Ticket on a Trailways bus? 
May I bring my pet with me? 
How many pieces of baggage can I take? 
May I play my music player or use my laptop computer on the bus?
May I use my cell phone while traveling on the bus?
Is smoking allowed on buses? 
How long are tickets good for? 
What type of travel documents do I need to travel into Canada? 
What type of travel documents do I need to travel into the United States? 
May I get a refund on my ticket? 

May I bring food and drink on board the bus? 

Of course!

Food and non-alcoholic drinks may be brought on board for your personal use.  Please remove your litter when you leave the coach.

Do I need reservations? 

 

Please click this link for information regarding our Guaranteed Seating: https://trailwaysny.com/guaranteedseating/

May I use a Greyhound Ticket on a Trailways bus? 

Yes.

We honor all tickets written by most other bus companies, including Greyhound.

May I bring my pet with me?

Sorry, no pets, please.

The only animals that are allowed on the bus are service animals specifically trained to aid individuals with a disability.

How many pieces of baggage can I take?

Two bags for every adult ticket purchased.

You may take 2 pieces of baggage, each piece not to exceed 50 lbs., per adult ticket. Children may take only 1 piece of baggage. All baggage must have an identification tag affixed which should include your name and telephone number. Please refer to the “Baggage Information” section on this website for further information.

May I play my music player or use my laptop computer on the bus?

Yes.

Music devices and other electronic equipment are welcome on the bus when used with courtesy for other travelers. Music devices must be used with headphones and played at a low enough volume so as not to disturb other passengers or distract the bus driver. This is simply a matter of common courtesy that we must enforce for the comfort and safety of other passengers and the bus driver.

May I use my cell phone while traveling on the bus?

Cell phone use is strictly limited. As a courtesy to other passengers, we require that you silence your cell phone when you board our bus, and request that you avoid using your cell phone for voice calls. We suggest text messaging with the volume off, instead.

If you must use your cell phone for a voice call, please follow these simple rules:

1. Limit your call to less than thirty (30) seconds.
2. Keep your calls quiet.
3. Do not use profanity.

Any passenger who does not follow these rules, or uses a cell phone in a manner that disturbs other passengers or distracts our driver, may be removed from the bus.

If you are being disturbed by another passenger’s cell phone use, please bring it to the attention of our driver.

Is smoking allowed on buses?

No.

Federal law does not permit smoking on buses.

How long are tickets good for?

Tickets are valid only for the date and schedule purchased.

However, some specially priced tickets are valid for different lengths of time, and are marked accordingly.

What type of travel documents do I need to travel into Canada?

For Canadian Permanent Residents

  • Permanent Resident Card or
  • Canadian Passport or
  • Trusted Traveler Cards (NEXUS, SENTRI or FAST) or
  • Enhanced Drivers License

For United States Permanent Residents

  • Valid United States Passport or
  • Valid United States Passport Card or
  • Trusted Traveler Cards (NEXUS, SENTRI or FAST) or
  • State Issued Enhanced Drivers License

For non-Canadian, and/or non-United States citizens, a valid Passport is always required. Depending upon the country of your citizenship, a Canadian Visa may be required. Complete information about traveling to our Canadian destinations may be found on at www.Canada-NY.org or www.travel.state.gov.

What type of travel documents do I need to travel into the United States?

The Department of State is in the process of updating travel document requirements. Visit www.travel.state.govfor the most up-to-date information.

May I get a refund on my ticket?

Tickets purchased online cannot be cancelled and are non-refundable, non-transferable and are only valid on the date and schedule of travel you selected.  Tickets are valid only in the direction selected.

For tickets purchased at a terminal or agency, in most cases the answer is ‘yes’. Refunds are based on the value of the unused portion of the ticket. When a ticket is refunded, a cancellation fee of 20% of the ticket value is deducted from the amount of the refund. However, some tickets are not refundable and are clearly marked “No Refund”. If you purchased your ticket with a credit card, in order to receive a refund/credit, you must include the credit card type, number, expiration date, and cardholder’s name. Please note that only tickets bearing one of our company names – Adirondack, Pine Hill, or New York Trailways – will be considered for a refund by our Refund Department. For additional information, please see our “Refund Policies” below.

To request a refund, you must mail your ticket to our Refund Department at Trailways, 499 Hurley Avenue, Hurley, New York, 12443.

Refund Policies

1. Tickets purchased online cannot be cancelled and are non-refundable, non-transferable and are only valid on the date and schedule of travel you selected.  Tickets are valid only in the direction selected.

2. Wholly or partially unused tickets may be refunded by mail, to the Refund Department at our corporate office, at Trailways, 499 Hurley Avenue, Hurley, New York, 12443. Only original tickets (no copies) will be considered and the request must be made by the original purchaser of the ticket. When you mail us your ticket, you should insure the envelope with the United States Postal Service for the value of the ticket to be refunded; we will not be responsible for lost mail. Refund values will be determined as follows:

Wholly unused tickets, or partially unused tickets, that are eligible for a refund and have not been presented and used for transportation, will be refunded at the purchase price paid less a twenty percent (20%) cancellation fee. In the event that the failure to use the ticket is the result of any act or default by our Company, then the twenty (20%) percent cancellation fee will not be applied to the refund.

* Tickets that are eligible for a refund will remain eligible for up to one year from the date of expiration. No refund will be issued for tickets that exceed one year from the date of expiration. Tickets that are non-refundable are clearly marked “No Refund” and therefore are not eligible for refund.

3. Refund Policy on Multi-Ride/Commuter Tickets
Refunding Multi-Ride/Commuter tickets results in losing the discount that was applied for the multi-ticket book purchase. Refunds are made by, first, subtracting the full-fare value (not the discounted value) of the tickets used, from the cost of the multi-ride ticket book, and then subtracting an additional 20% cancellation fee. At times this will result in no refund value for partially used multi-ride ticket books.

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