Trailways Cancellation, Changes & Refunds

Trailways provides different ticket options with specific cancellation, change, and refund policies. Below is a detailed guide to help passengers understand their options based on ticket type and circumstances.

Ticket Types and Refund Eligibility

Trailways offers two main ticket types, each with different refund and change policies:

Flex Fare

Fully refundable before the scheduled departure.
Eligible for rescheduling with no change fees.
If not used, the ticket can be refunded within the designated period.

Saver Fare

Non-refundable under standard circumstances.
Can be rebooked for a $20 fee plus any fare difference.
If not used, the ticket cannot be refunded.

More Information: Fares & Ticketing Rules.

Cancellation and Refund Policy

How to Cancel a Ticket

Online: Log in to your Driven Rewards account or visit the Refund Request Page.
In-Terminal: Visit a Trailways ticket counter and speak with an agent.
Customer Support: Contact the Trailways Customer Care Center at (800) 858-8555.

Refund Processing Times

Online ticket refunds take 7-14 business days to process.
Tickets purchased at a retail location may take 5-7 business days for refund processing.
If you did not log into your account when purchasing your ticket, you must contact Customer Care to submit a refund request.

More Information: Refund Request Form.

Rescheduling and Ticket Changes

How to Reschedule a Ticket

Online: Log in to your Driven Rewards account and select the trip you want to reschedule.
In-Terminal: Visit a Trailways ticket counter to make changes.
Third-Party Purchases: If your ticket was purchased through a third-party website (e.g., Wanderu, Busbuster, Omio), you must contact them directly.

Rescheduling Fees

Flex Fare: Can be changed at no additional cost.
Saver Fare: Requires a $20 rebooking fee plus any fare difference.
Changes must be made before the original departure time.

More Information: Modify Your Ticket.

Refunds for Special Circumstances

Trailways may provide exceptional refunds for the following situations:

Death or Severe Illness

Refund requests must include a death certificate or a doctor's letter (on official letterhead) stating that travel was not recommended.

Jury Duty

Refund requests must include a copy of the jury summons.

Military Orders

Refunds require a copy of original orders for pre-deployment training, TAD, or PCS.

Processing for Special Refunds

Submit all documentation to Customer Care for review before the scheduled departure date.
Approved refunds will be returned to the original form of payment or issued as a credit toward future travel.

More Information: Refund Documentation Requirements.

Refunds for Canceled or Delayed Trips

If Trailways cancels your trip or there is a significant delay, you are eligible for:

A full refund (processed back to the original payment method).
A rescheduled trip at no extra cost.

For severe weather cancellations, Trailways allows rescheduling up to 14 days from the original departure date.

More Information: Service Advisories.

No-Show Policy

If you miss your departure without cancelling in advance, your ticket is not refundable.
If you arrive late and the bus has already departed, you must purchase a new ticket.

Frequently Asked Questions

Can I get a refund if I cancel my ticket?

Only Flex Fare tickets are eligible for refunds before departure. Saver Fare tickets are non-refundable.

Can I change my departure time or destination?

Yes, but Saver Fare tickets require a $20 change fee.

How long does it take to process a refund?

Refunds typically take 7-14 business days for online purchases and 5-7 business days for terminal purchases.

Can I reschedule my trip due to severe weather?

Yes, if your trip is canceled due to severe weather, you can reschedule within 14 days.

What if I purchased my ticket from a third-party website?

You must contact the original seller (e.g., Busbuster, Wanderu, Omio) for refunds or changes.

Customer Support

For additional details, visit:

Refunds & Exchanges.
Fares & Ticketing Rules.
Service Advisories.
Customer Care Contact or call (800) 858-8555.

For direct assistance, submit an inquiry through the Trailways Customer Service Portal.