Refunds & Exchanges

Cancelled Service and Unused Tickets

If you miss your trip, contact the nearest Peter Pan representative for instructions on boarding the next available bus. Information on the local or connecting station can be found on this web site or in the white pages of a local phone book.

If a Peter Pan schedule is cancelled, for reasons beyond our control, weather related, traffic, etc, Peter Pan will honor the ticket on the next available schedule. If traveling with an e-ticket and unable to travel on the next schedule, your e-ticket may be submitted to our E-Ticket Service Center within two weeks of cancelled service for a ticket reissue. The reissued ticket will be valid for travel by the passenger named on the original e-ticket, on the specified route, and be valid for one year. Re-issued e-tickets do not have any monetary or refund value.

Peter Pan Bus Lines E-Ticket Service Center
1776 Main Street Springfield, MA 01102

If Your E-ticket is Not Accepted

If your ticket is not accepted for travel and you do not agree with the reason why a ticket was not accepted for transportation, you should ask to be directed to a customer service representative to help resolve the matter. If a customer service representative is not immediately available, contact the 800 number between the hours of 8:00 AM and 7:00 PM, no later than 24 hours from the time transportation was denied.

Contacting Customer Service

You may call toll free at (800) 343-9999 for general fare and schedule information. The Sales & Information Center is open from 8:00 AM – 7:00 PM daily

To assist our representatives, please have the following information ready:

  • The city you will be departing from
  • The destination of your trip
  • The date you will be leaving/returning
  • Whether you are interested in a one-way or round-trip information/purchase
  • How many passengers will be traveling
  • Please ask if any discounts apply for your travels
  • Your intended time of departure (morning, afternoon, evening, etc.)
  • Your ticket/order confirmation number (if ticket query)

Refund Policies

While Peter Pan does everything in its power to ensure our coaches depart and arrive on time, as scheduled, due to conditions and delays due to traffic, detours, weather, connections and other unforeseen matters, we are not liable for any inconvenience or expense caused as a result of such a delay.

  • Peter Pan is not responsible for delays or missed connections due to another carrier (bus, train, subway, boat, flight etc…). Please contact the original carrier for assistance and policies for such matters.
  • All seating on our coaches is on a first-come, first-served basis; Except passengers with a Reserved Ticket are boarded first. We recommend arriving at least 30 minutes prior to departure. If unable to be accommodated on your planned schedule, you may travel on the next available schedule to your destination. Extra coaches will be added should and where provisions exist.
  • If traveling to/ or connecting to an airport we recommend customers take an earlier schedule to allow sufficient arrival time and check-in time at the airport. Many airlines require passengers to check-in 2-3 hours in advance.
  • Any misplaced, lost or stolen ticket is not able to be refunded or replaced. Peter Pan can not be responsible for any misplaced, lost or stolen tickets.
  • A “partially used ticket” refers to a purchased trip ticket with connecting segments, whereby any part of the entire trip was not completed. Partially used one-way tickets are not refundable. Partially used round trip-tickets may be submitted for refund when either the going or return portion is completely unused. Refund will be based on the fare paid minus the one-way fare, and minus the 20% cancellation fee on the remaining ticket value. If both the going and return portions are partially used the ticket has no refund value.
  • Tickets redeemed for travel do not have any refund or monetary value. If the ticket was unused and is refundable you may request a refund using the refund guidelines.

If the ticket is refundable, a refund can be obtained through the following methods:

  • If the ticket was purchased at a Peter Pan/Greyhound/Trailways terminal, the original purchaser may obtain a refund at the location in which the ticket was purchased within the validity period of the ticket.
  • If the ticket was purchased at a Peter Pan Providence Division terminal or agency, the original purchaser may obtain a refund by submitting the ticket to our Refund Department within the validity period of the ticket. We recommend making a copy of your ticket for your records.

When contacting the Refund Department, please include your name, address and phone number along with a request for the refund.

Peter Pan Bus Lines

Refund Department
1776 Main Street
Springfield, MA 01102

Please allow 2-3 weeks to receive a refund check. Refunds will be based on the fare paid minus the one-way fare and minus the 20% cancellation fee on the remaining ticket value. If both the going and return portions are partially used the ticket has no refund value.

Ticket Changes

Origin and/or destination are not able to changed or exchanged. If you would like to travel to/from a different location, please purchase a ticket for that new location and review if the original ticket is eligible for a refund.

Tickets for travel on Peter Pan services can be used in the opposite direction. Tickets for travel on Peter Pan Providence Division services are not able to be used in the opposite direction, but you may have the ticket re-issued (a reissue fee may apply). E-Tickets are only valid for the origin/destination and direction specified on the ticket.

E-Tickets are non-exchangeable and are not able to be re-issued. Peter Pan tickets purchased at most terminals or agencies are able to be re-issued. If the ticket is non-refundable or an advance purchase ticket, departure date and time may be changed for a $15 fee per ticket provided the following conditions are met:

  1. Any advance purchase requirements must be adhered to.
  2. Applicable holiday blackout restrictions for advance purchase fares must not be adhered to.
  3. The time limit from the original sale date must be adhered to.
  4. All transactions and travel must be completed within the validity period of the ticket.
  5. Ticket cannot be a Commuter Ticket.

Peter Pan Providence Division tickets purchased at most terminals or agencies are able to be re-issued at most ticketing locations. There is no reissue fee. However, if you are re-issuing the return portion of a round-trip ticket, the difference in fare between the value of the ticket and the standard fare will apply. Origin and destination may not be changed under any circumstances in an exchange.

Reserved/Priority Seating Ticket Holders Please Note:

If you would like to travel at a later time, your ticket would be accepted for travel for a later schedule, on the same route on the same day, however the Reserved/Priority Seating is only valid for the schedule specified for. The Reserved/Priority Seating fees are non-refundable and non-exchangeable.

Advance Fare Tickets:

If you would like to leave before the intended travel date, you may bring your ticket to the departure location and have the ticket reissued for the new travel date. A reissue charge of $18.00 applies in addition to any fare difference between the fare for the day of actual departure and the original purchase price.

Ticket Expiration

  • The validity period of your ticket is dependent upon the ticket type you originally purchased.
  • E-Tickets are valid only for date selected when purchased.
  • Ticket By Mail – Standard tickets purchased over the phone or on line are valid for 90 days if one-way and one year if round-trip.
  • Standard full-fares tickets purchased at terminals/agencies are valid for 90 days if one-way and one year if round-trip.
  • Discounted or advance fare tickets are valid for the day and schedule selected when purchased.
  • Expired tickets do not have any travel or monetary value and are not eligible for refunds or exchanges.