Trailways of New York

Terms and Conditions of Travel

Last Updated: January 4th, 2024

This document sets forth the terms and conditions of the agreement between you (the “customer”, “passenger” or “you”) and a Trailways of New York carrier (Adirondack Trailways, Pine Hill Trailways or New York Trailways) (“Carrier”) relative to the transportation services that you have requested. By utilizing Carrier’s services, you agree that you understand the effect of the Terms and Conditions of Travel and you agree to be bound by the terms and conditions.

Carrier reserves the right to update these terms and conditions at any time and an up to date copy of our terms and conditions can always be found online here. Your travel is governed by the terms and conditions in effect on the date you purchased your ticket. To ensure the highest levels of customer service, please use our online system at Trailways.com. If you have additional questions, please contact us by phone at 800 858 8555 or by email at info@trailways.com.

Departure dates and times are subject to change. Carrier is not responsible for delays in connections caused by conditions beyond its reasonable control including, but not limited to, breakdowns, equipment failure, accidents, and road, traffic or weather conditions. Carrier shall not be liable for, and expressly disclaims responsibility for, any loss, damage, delay, or expense arising as a result of such condition. With the exception for accommodations for senior passengers or passengers with a disability, seating is on a first come/first served basis and is without regard to race, color, creed, national origin or any other protected statue. Customers are required to be at their departure point at least 15 minutes prior to the scheduled departure time. The bus is scheduled to leave on time and Carrier is not responsible for late-arriving passengers.

Each passenger must present a valid printed or electronic ticket to board the bus. This entitles the passenger to transportation only between points of origin and destination via the ticketed schedule on the date and time reserved.

During boarding, Carrier or bus station personnel may ask passengers who are 16 years of age or older to present a valid Government-issued photo ID (such as a current Driver's License, Passport, Permanent Resident Card, U.S. Military ID card, or other federal, state or municipal government issued ID card, provided it contains a photograph and information such as name and date of birth). If asked to present a valid Government-issued photo ID, passengers who are 16 years of age or older must do so in order to board the bus.

For travel on international routes, each passenger (regardless of age) may additionally be required to present any Government-issued ID required for entry into the U.S. or another country and/or additional required travel documentation, in order to board the bus. It is the passenger’s sole responsibility to have all necessary documents and Carrier shall not be responsible for any costs of damages for failure to do so, including any return transportation.

Carry-On Baggage. One small bag as carry-on is permitted and must fit in the overhead compartment. Laptop computers, electronic devices and all prescription medication will not be accepted as part of the stowed baggage and must be brought inside the coach with the passenger(s).

Stowed Baggage. Baggage stowed at no charge under the coach is limited to two bags per adult and one bag per fare-paying child, not to exceed 50 lbs. per individual bag. Up to three additional bags may be accepted for storage under the coach and will be charged $15 per additional bag. Stowed Baggage must not exceed 62 inches when adding outside dimensions together (length + width + height) and must be tagged with identification bearing the passenger’s name and phone number. Oversized baggage may also be subject to a fee.

In no event will Carrier transport personal property, baggage or items unless the owner of the personal property has purchased a ticket and is travelling on the same coach as the baggage.

All baggage must be claimed promptly upon arrival at the destination. Passengers must claim and transfer their own luggage when a change of bus is required, and all baggage must be claimed promptly upon arrival at the customer’s final destination.

Carrier does not check bags. Passengers are expected to keep their valuables, as well as cell phones, tablets, laptops and medication in their possession at all times while traveling.

Carrier is not responsible and assumes no liability for lost or stolen items, baggage, damaged baggage, contents of baggage, or personal belongings.

Carrier is not responsible for any items left on the bus after a passenger(s) has disembarked the bus, and/or at the destination or conclusion of the trip. Passengers shall be responsible for controlling and removing their own personal property from the coach. Carrier shall not be liable for any injuries to a passenger or passengers caused by or resulting from the falling or shifting of baggage while in transit.

For passengers traveling outside of Carrier’s service network, connecting to/from other carriers, or if stowing or checking baggage for transportation over the lines of other carriers, the ticket issuing carrier does not assume responsibility for the transportation over the lines of other carriers, except as responsibility may be imposed by law or agreements between carriers with respect to baggage; and Carrier does not assume or accept responsibility for bags checked with another carrier.

The following items are prohibited from all baggage (both carry-on and baggage stored in the bus baggage compartment):

Acids
Alcoholic beverages or liquor (including beer, ale and wine)
Ammunition
Animals, pets (see note below in Service Animals section)
Articles exceeding baggage size limitations
Backpacks, baggage or other items with attached or protruding articles
Batteries containing liquid acids
Combustible liquids
Corpses or ashes of cremated corpses
Cylinders containing compressed gases (See exception for Traveling with oxygen and respirators*)
Explosives
Films – flammable
Firearms, all types
Fireworks
Flammable items
Furniture
Gases
Hazardous (dangerous) articles
Live fish, poultry, reptiles
Matches, strike-anywhere
Materials that have a disagreeable odor
Merchandise for resale (except sample baggage)
Phonograph records
Poisons
Radioactive materials
Television sets
Weapons (includes toy and replica weapons)

Carrier has no responsibility and assumes no liability for damage, breakage, deterioration, delay, and/or loss, of any kind caused by any prohibited item.

The following additional items are prohibited from baggage stowed in the bus baggage compartments – these items should only be stored in carry-on baggage:

Cellphones & smartwatches
Jewelry
Laptop computers & Tablets
Money and negotiable instruments
Passports
Perishable items, including foodstuffs
Prescription medication (doctor prescribed) – must be kept in the possession of the passenger at all times.
Passengers are welcome to board the vehicle with devices such as CPAP machines as a complimentary addition to their free carry-on item.

* Exception for traveling with oxygen and respirators

Carrier allows for the stowage of canisters of oxygen in the luggage bay. However, they must be in protective cases and prepped for travel – i.e., valves turned to the off position, valves capped, and properly sealed.

You’ll need to make sure that you have enough oxygen to last the entirety of the trip. Additionally, you should consider carrying an ample supply of fully charged batteries to power your portable oxygen concentrator for no less than 150% of the duration of the trip and connections to other carriers in order to allow for unanticipated delays.

For advice on emergency preparedness, transportation accessibility, and evacuation methods for certain modes of transportation, you may visit the link here.

Bicycles are allowed for a fee. Bicycles must be a standard size of 69 x 24 x 42 inches (length x width x height) without attachments and may not exceed a weight of 45 lb. (20 kg). Tandems, E-Bikes, pedicycles or tricycles are not allowed.

Bicycles will be transported in the baggage compartment if there is space available after passenger baggage has been loaded. If there is not enough space available, the bicycle(s) will not be transported. The bicycle(s) must be stored in a suitable container such as a box or canvas storage bag in the baggage compartment under the bus. It is the sole responsibility of the passenger to ensure that their bicycle(s) are securely and safely stored for transport.

For passengers traveling with young children, strollers are allowed as additional free baggage and are limited to one stroller per child. Strollers must be collapsible. Non-collapsible strollers are not allowed.

Carrier will exercise reasonable efforts to transport passengers and their baggage from origin to destination according to the schedule. However, published schedules, departure and arrival dates, departure and arrival times, bus types, and similar details reflected on the ticket or in the published trip schedules are not guaranteed and are subject to change. Carrier may use rented buses and/or drivers, change schedules, delay or cancel trips, and alter or omit stops shown on the ticket as required by operations, safety and in the sole discretion of Carrier.

Customers are required to be at the boarding location 15 minutes prior to scheduled departure time. If a customer is not present for boarding at the scheduled departure time, the ticket may be voided and the seat may be sold to another customer.

In cases where a bus becomes unserviceable during the trip, Carrier will exercise reasonable commercial efforts to provide affected passengers with a substitute bus or transport to a suitable waiting point from where the passengers’ trip can be continued.

Carrier is not responsible for personal property of any nature left behind or lost on the coach, in the terminal or in any terminal. If Carrier finds an item left behind, Carrier will ship it at the ticketed passenger’s expense to the ticketed passenger upon request. Shipping charges will be charged to the ticketed passenger once Carrier is given a valid credit card number. Items unclaimed will be held for a maximum of 14 days at which time Carrier reserves the right to dispose of or donate the item(s) to a local charity at the discretion of Carrier. To contact Carrier for lost and found items please call 800 858 8555, online at https://trailways.com/lost-and-found/ or send email to info@trailways.com.

Children under the age of 12 years must travel with a passenger 17 years or older on the same bus for the entire duration of the child’s trip.

Children ages 12 to 16 years may travel alone only under the following conditions;

With an adult-fare ticket purchased by a parent/guardian/custodian at a bus terminal or agency, plus a $5 service fee; and
With an Unaccompanied Child form which must be completed and signed by the parent/guardian/custodian, at the originating ticket selling agency when that agency is open; and
With the parent/guardian/custodian remaining with the traveling Unaccompanied Child until the child boards the bus and the parent/guardian/custodian gives the Unaccompanied Child form to the driver; and
The entirety of the bus trip happens during daylight hours, does not exceed eight (8) hours and does not require a change of buses or travel across an international border; and
That a parent/guardian/custodian will be present to meet the child upon arrival at the destination and the destination station is open.
The person named on the Unaccompanied Child form, who is meeting the child at the destination, must have a positive photo ID (such as a driver’s license or state issued ID card). Without the correct ID, the child may be released into the care of Child Protective Services or to local law enforcement.

Carrier reserves the right to refuse unaccompanied child transportation.

Regardless of age, any traveler occupying a seat must pay the applicable adult fare. Travelers age 17 and up qualify as an adult when traveling. One child under two (2) years of age does not require a ticket to travel but must travel on the adult’s/guardian’s lap for the duration of the trip for safety purposes. If traveling with more than one (1) child under the age of two (2), a ticket should be purchased for the second child and the child should be secured safely in the seat next to the guardian.

Carrier has the ability to accommodate mobility devices either onboard coaches or stowed in the coach's luggage bay. In order to ensure that our driver is prepared to welcome you onboard, we ask that you book your travel as early as possible.

If you will be traveling with your wheelchair or mobility device, it is important that you indicate such when purchasing your ticket either online or with a ticket agent and when arriving at the station so that we can reserve the additional seating space required to accommodate your wheelchair or mobility device. This is also important because seating is limited for all passengers and some trips involve multiple carriers.

Carrier may not be able to accommodate all passengers traveling in a wheeled mobility device as each bus is limited to two passengers traveling in a wheeled mobility device. If you have questions or concerns regarding your travel, contact Carrier’s Customer Care Service at 800 858 8555.

For passengers in wheelchairs or mobility devices whom we will be welcoming on board the coach, please note that it may take up to 20 minutes to deploy and operate our wheelchair lift. Please plan accordingly and let us know if we can be of further assistance.

Carrier will make its reasonably best effort to help you get on and off of the coach, help you with your wheelchair or mobility device, and assist you with your baggage. However, for those requiring additional assistance, we recommend that you consider traveling with a ticketed assistant for support.

Wheelchair type mobility devices must be secured for travel on our motorcoaches. The motorcoach design and construction allows for the securement of up to two wheelchair type mobility devices.

The maximum weight and size of a wheelchair or mobility device that we can accommodate is:

Weight of the wheelchair or mobility device when occupied cannot exceed 600lbs (453kg)
Wheelchair dimensions of 30 x 48 inches (76cm x 121cm)
Mobility device or scooter with dimensions of 30 x 30 x 48 inches (76 x 76 x 122cm)

If your wheelchair or mobility device exceeds the dimensions above, it will need to be stowed in the baggage compartment underneath the bus and you will need to board the bus using the stairwell.

A service animal means any dog that is individually trained to do work or perform tasks for the benefit of the individual with a disability and will be permitted to travel at no additional charge. The service animal must be under the control of the owner at all times and must not pose a direct threat to the health or safety of others, at the sole discretion of Carrier.

Carrier reserves the right to change and/or modify the schedule of a passenger travelling with a service animal or pet in the event that any passenger and/or driver has allergic symptoms that could impair their health or affect the operator’s ability to safely operate the motor coach.

While the bus is running, all passengers are required to sit in a seat with their seatbelt securely fastened, unless going to/from the on-board restroom. This seatbelt requirement only applies on buses that are equipped with seatbelts for passengers. It is each passenger’s responsibility to ensure that their seatbelt is properly fastened at all times, and if traveling with a child, the child’s seatbelt is fastened as well.

Carrier is responsible only for transportation on its own lines in accordance with applicable tariffs and limitations and assumes no responsibility for any acts or omissions of others, including interline partners, except as imposed by law. In no event shall Carrier be liable for consequential or incidental damages for loss, damage or delay, including weather delays.

Carrier prohibits smoking of any kind, and the use of tobacco products, drugs, and alcohol on the bus. This includes the use of electronic simulated smoking materials, e cigarettes, vapes, marijuana, and smokeless cigarettes. Passengers are not permitted to bring alcoholic beverages or non-prescription drugs of any nature on board the bus.

Carrier shall have the right refuse to transport a passenger or shall have the right to remove a passenger from the motorcoach at any point due to reasons of health and security, conduct that is disorderly, offensive, abusive, illegal, violent or interferes with other passengers, or the duties of the driver.

I (you) hereby forever release and waive my (your) right to bring suit against Carrier and its owners, officers, directors, managers, officials, trustees, agents, employees. I understand that this waiver means I give up my right to bring any claims against Carrier including for illness, discomfort, personal injuries, death, disease, lost wages, property losses, lost or stolen property or any other loss, including but not limited to claims of negligence and I give up any claim I may have to seek damages against , whether known or unknown, foreseen or unforeseen. By purchasing a ticket and using the services of Carrier, I agree to be bound by the provisions of these Terms and Conditions. Carrier cannot prevent hackers from accessing data without authority.

Carrier operates its programs and services without regard to color, race, national origin or disability, in accordance with Title VI of the Civil Rights Act of 1964 and the Americans With Disabilities Act of 1990. Any person who believes they have been aggrieved by any unlawful discriminatory practice under Title VI or the ADA may file a complaint with Trailways. Title VI and ADA Complaint Procedure can be found on our website at https://trailways.com/title-vi-complaint-procedure/

For more information on Carrier’s civil rights program and the procedure to file a complaint, you may contact customer service at 800 858 8555 or you may write to the following address:

Attn: Legal Department
Trailways
499 Hurley Avenue
Hurley, NY 12443

Bus stations, buses and boarding locations may be equipped with video and/or audio recording equipment for security purposes. Video and audio recordings may be viewed at any time for any reason by authorized personnel including a third-party service provider(s) used to provide security or recording services (collectively “Recording Controllers”). Such recordings may also be made available to law enforcement or other government officials upon proper request. Additionally, such recordings may be made available to any third parties, as deemed necessary by any of the Recording Controllers. Your acceptance of these Terms or boarding a bus or entering an area with such equipment, shall constitute consent to any such recordings and their use.

The invalidity of any provision herein shall not affect the validity of any other provision that shall remain in full force and effect.

I understand and agree that the laws of the State of New York will apply to this contract with venue in Ulster County, New York. BY PURCHASING A TICKET ELECTRONICALLY, I CERTIFY THAT I HAVE CAREFULLY READ AND FULLY UNDERSTAND ALL PROVISIONS OF THIS AGREEMENT AND RELEASE, AND FREELY AND KNOWINGLY ASSUME THE RISK AND WAIVE MY RIGHTS CONCERNING LIABILITY AS DESCRIBED ABOVE.