Passengers with Disabilities or Special Needs

Trailways strives to make every passenger’s trip as comfortable as possible regarding of ability or limitation. Learn more about how we accommodate different travelers below:

Trailways utilizes many third party agencies in order to serve thousands of communities in across the United States, Canada, and Europe. In order to provide the most accessible travel services, make sure to follow these guidelines:

  • Make your reservations as early as possible
  • If you require special seating and are booking online, we kindly ask that you denote it at your time of booking
  • Arrive at the terminal at least 30-40 minutes prior to departure
  • Notify our Customer Care Center, terminal staff, and professional drivers of special requirements by contacting us prior to your trip, at the ticket counter before boarding, and when boarding the bus.

We are more than happy to assist those who need help boarding the bus, but do not currently have an assistance program that allows for continual care throughout the duration of your trip.

  • Trailways employees will not be able to remain with the traveler throughout travel.
  • If a passenger does require continual care throughout their trip, is unable to respond to and/or understand the drivers instructions, or would be unable to exit the vehicle on their own in the event of an emergency we suggest that a ticketed assistant for support be considered.

Our call center agents can assist with making reservations, adding service requests to a reservation, and answering questions regarding your trip.

It is often difficult for us to identify passengers who may have a hearing impairment and may therefore have a difficult time hearing instructions or announcements made in the terminal or onboard the bus by the driver.

To help us make your trip as smooth and as pleasant as possible, we ask that you please contact Customer Care before your trip. This will allow us to provide the best customer service throughout your travel experience. Once informed, we will gladly work with you to establish the best form of communication.

Trailways has the ability to accommodate mobility devices either onboard most vehicles or stowed in the coach’s luggage bay. We will do our best to help you get on and off of the bus, 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.

Most buses are equipped with a wheelchair lift. Many have seats that we can fold up and move accommodating two passengers with a wheelchair or mobility device. In order to ensure that our drivers are 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’s 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.

The maximum weight and size of a wheelchair or mobility device that we are able to 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.

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.

We strongly suggest that all medication be packed in carry-on luggage. In the event that no overhead storage space is available, please remove the medication from the bag to be stowed and keep it with you.

Customers are welcome to board the vehicle with devices including CPAP machines as a complimentary addition to their free carry on item.

Trailways 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.

The power outlets on our coaches are intended for the use of a household laptop or cellphone and may not be able to support your device.

You should make sure to charge your device prior to your trip not be dependent on their availability to power the device or to act as a substitute for fully charged batteries.