Customers with Disabilities

Disabilities & Assistance

Our goal is to make your travel on Peter Pan a safe, pleasant and convenient experience. Our drivers, customer service personnel and contractors are available to meet the needs of customers with disabilities. We provide assistance with boarding and de-boarding buses, luggage, transfer, stowage and retrieval of mobility devices.

This service is provided during transfers, meal and rest stops and other times as reasonably requested. We can help whether you are traveling alone or with a personal care attendant, using various mobility devices or being accompanied by a service animal.

Disabilities Assistance Guidelines

1. Contact the Peter Pan Information Center at 1-800-343-9999 at least 48 hours prior to your departure.
2. Provide the phone operator with information about your specific travel needs and schedule.
3. Inform our employees and contractors of your needs during your trip.

Additional

Advanced Notice: We can best assist you when you provide 48-hour advance notice. If you do not provide this notice, we will make every reasonable effort to help you, if such an accommodation will not delay departure of the schedule on which you wish to travel. If wheelchair lift buses are not available or requested, alternative boarding assistance will be provided. This advance notice is in accordance with federal guidelines and allows us to make the necessary arrangements to provide requested assistance.

Lift-Equipped Bus: When using a wheelchair lift-equipped bus, the combined weight of the customer and the mobility aid cannot exceed 600 pounds. The mobility aid can be no more than 30 inches wide and 48 inches in height.

Alternate Lift Equipment: When using a wheelchair lift-equipped bus, the combined weight of the customer and the mobility aid cannot exceed 600 pounds. The mobility aid can be no more than 30 inches wide and 48 inches in height.

Assistance At Rest Stops: Please notify Peter Pan of your need for assistance at each location. Even if you contacted the Information Center, you must make Peter Pan aware of your need for assistance throughout your entire trip. When the bus is at a scheduled stop, you may request that our personnel assist you with any reasonable request.

Storing and Handling Your Mobility Aid: Your mobility aid(s) may travel inside the bus if they can be safely stowed in the overhead compartment. Mobility aids that cannot be safely stored inside the bus will be placed in the baggage compartment, if possible.

Claims

Ask a customer service agent for a claim check if your mobility aid is stowed in the baggage compartment. If an item placed in the baggage compartment is damaged or lost, a maximum reimbursement of $250 is allowed per adult ticket purchased. Claims for damaged mobility aids must be filed within seven (7) days of completing your trip.

Claims for loss must be filed within a 6-month period after traveling. Claims received after this time period will not be considered for reimbursement. To purchase additional baggage insurance, ask a customer service agent at any of our terminals.

The maximum dimension of the baggage compartment is 33 inches x 33 inches x 48 inches. The maximum weight limit for mobility aids is 200 pounds. Mobility aids that exceed these dimensions and/or weight limits will not be accepted. Please allow sufficient time for the stowing any mobility aid; this will assist in preventing delays in the departure of the bus.

Seating

The front bus seats located in the first row directly behind and across from the driver are designated as priority seating. If these seats are occupied, the Peter Pan driver may ask the seated customer to move. If the person occupying the seat refuses, he or she cannot be forced to move. You may sit in the next available seat and move to the designated seats as they become available.

Traveling With Your Service Animal

At Peter Pan, customers with disabilities accompanied by a service animal are welcome. The service animal is the responsibility of its owner and must be under the control of its owner at all times (i.e., leash, harness or carrier). The service animal must ride in the bus within the customer’s space. Service animals may not travel in the aisle or occupy a seat. Peter Pan reserves the right to refuse passage to any animal that poses a direct threat to the health and safety of other customers and/or Peter Pan personnel.

Portable Oxygen and Respirators

Portable oxygen and respirators may accompany you on a Peter Pan bus. A maximum of four (4) canisters may travel with the customer – two (2) aboard the bus and two (2) in the baggage compartment. The maximum dimension for each container may not exceed 4.5 inches in diameter and 26 inches in length. Customers are responsible for ensuring that they have enough oxygen to complete their travel and are responsible for making arrangements for refills while en route. Oxygen canisters to be stored in the baggage compartment must be in protective cases with safety caps on the valves.

Always keep your medicine with you. Do not leave it in your checked baggage.

Your Rights as a Customer

In accordance with federal regulations we do not require proof of disability.

Upon request to Peter Pan personnel, assistance will be provided to you for reasonable requests. Peter Pan is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a Peter Pan customer, please call us promptly at 1-800-343-9999.

If you feel that your rights as a person with a disability under the Americans with Disabilities Act (ADA) were violated and would like to file a formal complaint, please send a written statement.

Please include your ticket showing your travel itinerary, a detailed description of the incident, including: the bus schedule number, date, time and location, as well as the names(s) and/or description(s) of any Peter Pan personnel you believe did not provide you appropriate assistance.

Privacy

Our phone operators will use the information about your travel needs and schedule to arrange assistance by company personnel or contractors at your point of departure, meal and rest stops and your final destination. Other transportation carriers involved in your trip will receive this information as well.

Complaints

Mailing Address

Peter Pan Bus Lines, Inc.

Director of Safety & Security

P.O. 1776

Springfield, MA 01102-1776

customerservice@peterpanbus.com