Refunds and Ticket Exchanges

Was your trip cancelled due to severe weather conditions or an 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.

Rescheduling Online

If you purchased your ticket from Trailways.com or Trailways.ca or on the Trailways App and were logged into your account, you can reschedule your travel online. Simply log into your Driven Rewards account, select the upcoming trip you'd like to reschedule, and follow the on screen prompts.

If you purchased your ticket from Trailways.com or Trailways.ca or on the Trailways App, but were not logged in to a Driven Rewards account at the time of checkout, please follow these steps:

1. Register for a Driven Rewards account
2. Load your purchase into your Driven Rewards Account
3. Select the upcoming trip you'd like to reschedule, and follow the on screen prompts

Trailpass Commuter or Multi Ride purchases may log in to Driven Rewards to reschedule their travel at any time.

Rescheduling In Person

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.

Rescheduling by Phone or Email

Customers who purchased their ticket online may also contact the Trailways Customer Care Center to reschedule their purchase.

Rescheduling Purchases from Other Companies

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.

For all other inquires, or to reschedule your order by telephone for a fee, please contact our Customer Care Center for additional assistance.

Depending on the fare you chose at the time of purchase, rescheduling your purchase can cost as little as zero dollars.

• For Saver Fare tickets, rescheduling your purchase will incur a fee plus any difference in fare for your new ticket, if one exists.
• For Flexible Fare tickets, rescheduling your purchase comes without fees - you're only responsible for the difference in fare, if one exists.
• For TrailPass Commuter and Multi Ride tickets, rescheduling your purchase comes without fees or any difference in fare.

Rescheduling after a schedule cancellation due to severe weather or an uncontrollable event? Thats on the house. Visit "rescheduling trips cancelled due to severe weather or uncontrollable events" for more information.

All reschedules must be made prior to the original date and time of departure of your purchase (with the exception of trips cancelled due to severe weather conditions or uncontrollable events).

If you purchased your ticket on Trailways.com, Trailways.ca, on the Trailways apps or at a physical Trailways location, you're in the right place to submit your refund request.

If you purchased you ticket from another bus company or a third party seller, you'll need to contact the seller directly to place your request.

As a reminder, only refundable "flexible fare" tickets are typically eligible for a refund.

Request a refund by visiting the Refund Request form here.

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

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.

Documentation Requirements

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.