How do I cancel my ticket and get a refund?

You can cancel your ticket online through your Trailways.com account or by contacting our customer service team prior to your scheduled departure time. Refund eligibility depends on the type of fare purchased.

What is the baggage allowance?

Passengers are generally allowed one carry-on bag and one checked bag stored under the bus. Additional bags or oversized items may incur an excess baggage fee.

Do buses have WiFi and power outlets?

Most of our modern fleet is equipped with free WiFi and power outlets at every seat, allowing you to stay connected and charged throughout your journey.

How early should I arrive at the station?

We recommend arriving at least 30 minutes before your scheduled departure time to allow for ticketing, baggage check, and boarding.

Can I change the date or time of my ticket?

Ticket and pass changes can be made online if purchased through an account, or by calling our customer care team. Change fees may apply depending on fare type.

Welcome to the Trailways Travel Help Hub

How can we help you today?

Need help today?

(800) 858-8555

Customer Care Hours: M-F 6am-10pm (EST) Sat-Sun: 8am-12:30pm, 1:30pm-6pm (EST)

Ticket Refunds

Eligible tickets and certain fees may qualify for a refund in specific situations. Submit requests prior to the ticketed date and time of travel and include proper documentation to support your claim.

Start here if you need: our customer service help with a refund request, a canceled plan, or a documented travel disruption.

Lost Items

Lost something during your trip? We take reports seriously and route them to the right team immediately.

Start here if you need: Trailways lost and found help for an item lost on board or at one of our bus stations.

Ticket Changes

If plans change, many tickets can be updated online, especially when purchased through a Trailways.com account.

Our Driven Rewards loyalty program makes it easier to make last-minute scheduling changes. You can then earn points that are redeemable for future travel. You will also be alerted about member fares and deals.

Self-Service Tools and Forms

Online self-service saves time and routes your request to the correct team right away. These tools also let you submit details at a time that works best for your schedule.

Track My Bus (Real-time GPS)

View the status of your bus directly from your boarding pass in app or from the link sent to you. You can look up your bus here.

Manage My Account

View rewards points, passes, and other benefits in your account.

ADA & Accessibility Assistance

For assistance with travel accommodations or special accessibility needs, contact Customer Care. For help with website accessibility, submit the accessibility form.

My Driven Rewards

Driven Rewards helps you get more value out of each trip. Joining is free, and you can start earning points right away. Find out more.

All Trailways Support Requests

Find answers by topic or browse all resources.

Purchasing Problems

Booking issues, payment errors, and checkout support.

View purchasing help

Fares, Discounts & Ticketing Rules

Fare policies, discounts, and ticket restrictions.

View fare rules

Ticket Types

Available ticket options and fare products.

View ticket types

Trip Protection

Coverage, claims, and protection plan information.

View trip protection

Refunds & Ticket Exchanges

Refund eligibility, cancellations, and ticket changes.

View refund policies

Lost & Found

Report and recover items left behind during travel.

View lost & found

Driven Rewards Program

Points, benefits, account management, and redemption.

View rewards program

Baggage Information & Policies

Carry-on, checked baggage, and restricted items.

View baggage policies

Traveling with Children

Child travel requirements and travel policies.

View children policies

Unaccompanied Minors

Minor travel requirements and restrictions.

View minor policies

Traveling with Animals

Pet and service animal travel guidelines.

View animal policies

International Travel

Documentation and cross-border travel requirements.

View travel requirements

Passengers with Disabilities or Special Needs

Accessibility accommodations and travel assistance.

View accessibility info

Firearms & Hazardous Materials

Restricted items and transportation policies.

View restricted items

Frequently Asked Questions about the Bus Ride

Have questions about your bus trip or are in need of support for traveling with Trailways? Our FAQ has everything you need to know about booking, discounts, and making the most of your plans and travel with Trailways bus.

How do I cancel my ticket and get a refund?
What is the baggage allowance?
Do buses have WiFi and power outlets?
How early should I arrive at the station?
Can I change the date or time of my ticket?

How To Get the Fastest Resolution Online

More detail up front usually speeds things up. Use this checklist before you submit a form.

Your full name

Match your ticket details.

Best contact info

Your email, phone number, or mailing address.

Preferred Communication Option

Receive a response by e-mail, phone, or USPS mail.

Trip specifics

Route, travel date, departure time, and origin and destination.

Clear description

What happened, when it happened, and what you need next.

Supporting info

Photos, receipts, or documentation when required.

Fastest self-service

For fastest service on pass changes, use a Driven Rewards account.

Phone support

Call (800) 858-8555 to speak with a customer service agent.

Contact form

Use our Customer Contact Form to submit questions when travel needs are not immediate.

Response times vary by request type and travel timing. Choosing the correct form helps your request move faster.

Ready to take control of your trip?

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