Refunds and Ticket Exchanges
See if your ticket is eligible for a refund here:
If you purchased your ticket online through Trailways.com, or at one of our retail locations you’re in the right place. Please continue to the next question.
If you purchased your ticket from another carrier or from a 3rd party booking website (e.g., Wanderu, Busbud, etc.), you’ll need to contact them directly to process your refund.
If you purchased a Flex Fare ticket you should continue to, “How do I submit my ticket for a refund?”
Saver Fares are not eligible for a refund.
Have a non-refundable fare type? Try rescheduling your ticket.
We’re working hard to bring online cancellations and refunds functionality to your Driven Rewards account. In the meantime, please submit your refund request below.
- Tickets purchased online are eligible for a refund once the printed date of travel has passed. Refunds may take up to 7 to 14 business days to be processed by our Customer Care Center.
- Tickets purchased at a retail location are typically processed within 5 to 7 business days.
Please note: If you were not logged into your account when purchasing your ticket you must contact Customer Care to submit a refund request.
Ready to reschedule travel online? Follow these steps:
•If you purchased your ticket from Trailways.com and you were logged into your account at the time of purchase – please log in to your account to reschedule travel.
•If you purchased your ticket for travel from one of our retail locations you may visit any of our retail ticketing locations to reschedule your travel.
•If you purchased your ticket from another carrier, or from a 3rd party website (e.g., Wanderu.com, Busbud.com, BusTickets.com. etc.,) you must contact your ticket seller directly to reschedule your travel. Please note that rescheduling your travel may not be possible.
Having a Driven Rewards account comes with big perks and rescheduling travel is one of them. Log in now and select the upcoming trip you’d like to reschedule by visiting Your Account.
Kindly note that only tickets purchased at the time you were logged into your account will populate in your profile at this time.
Don’t have an account but want to be part of our loyalty program? Simply register for an account using the same email on file that you use to purchase with us and we’ll automatically gather your upcoming trips where you can choose the trip you’d like to reschedule.
Was your trip cancelled due to severe weather conditions or uncontrollable event? The Trailways Customer Care Center is here to help.
Contact our Customer Care Center by phone within 24 hours of your originally scheduled date and time of travel in order to reschedule your purchase made online.
Trips purchased online that are later determined to be a trip cancelled due to severe weather or uncontrollable event may be rescheduled for another trip up to 14 days following the original date and time of travel.
Customers that purchased Flexible Fare tickets while logged into their Driven Rewards account may log in again to reschedule their travel at any time.
Refund requests for non-refundable tickets and unplanned events
Trailways will in some cases refund change fees and tickets. All requests must be received prior to the ticketed date and time of travel and must be accompanied by proper documentation (see “Documentation requirements and processing” below). If your refund request is approved, a refund will be provided to you via the original form of payment or credited to a Driven Rewards account toward future travel.
This policy applies in the following cases:
Death of a traveler, traveling companion, or immediate family members; travelers actively on jury duty during the dates of planned travel; and travelers that are members of the Armed Forces on orders.
Change fee refunds
In the event that your travel plans change as a result of injury or jury duty, you will be required to pay the applicable change fee at the time of that change. Once this change fee is applied, you may submit a request to have the fee refunded.
Ticket refunds will be provided for members of our Armed Forces on orders, in the event of death and, in some cases, illness and jury duty. This applies to all tickets, including Driven Rewards award tickets, and promotional fares.
In case of death:
Refunds require a copy of the death certificate. If your change is due to the death of an immediate family member, the request must contain the family member’s name and relationship to you.
In case of illness:
Change fee refunds require a letter (on letterhead) from a licensed physician confirming that travel was not recommended due to the customer’s illness. Ticket refunds require a letter (on letterhead) from a licensed physician confirming that travel was not recommended with the validity of the ticket (one year of the tickets issued date) due to illness.
In case of jury duty
Refunds require a copy of the jury summons.
Send all refund requests to Customer Care for consideration.
In case of military service
Refunds require either a copy of original orders directing you to pre-deployment training or to report for TAD or PCS, or a letter from your unit with contact name and unit phone number.