Onboarding Services
Peter Pan offers a variety of services to ensure a comfortable travel experience:
- Free Wi-Fi: Enjoy limited data and connection speeds during your trip.
- Power Outlets: Available at every seat to keep your devices charged.
- Comfortable Seats: Reclining seats with extra legroom.
- Climate Control: Air conditioning and heating for a comfortable ride.
- Onboard Restrooms: Accessible at all times during your journey.
- Mobile Boarding: Easily board using a QR code on your mobile device.
Peter Pan Baggage Size
Carry-On Baggage
One piece per passenger:
- Maximum size: 16 x 12 x 7 inches
- Must fit in the overhead compartment or under the seat.
Checked Baggage
One piece per passenger:
- Maximum size: 31 x 20 x 12 inches
- Maximum weight: 50 lb (23 kg).
Excess and Additional Baggage
Passengers are allowed up to three (3) additional checked bags, subject to space availability.
- Fee: $5.00 per additional bag.
- Weight Limit: Each additional bag must not exceed 50 lbs (22.7 kg).
- Conditions:
- All additional bags must comply with the checked baggage size and weight restrictions.
- Additional baggage may be rejected if the luggage compartment reaches capacity.
Bulky Items and Special Equipment
Passengers can bring oversized items (e.g., musical instruments, sports gear) for an additional fee.
- Size Limit: The combined length, width, and height of the item should not exceed 95 inches (240 cm).
- Weight Limit: Maximum 75 lbs (34 kg).
- Examples: Guitars, skis, snowboards, golf clubs.
- Advance Notice: Passengers are encouraged to book bulky items in advance to ensure space availability.
- Prohibited: Items that exceed the size or weight limit, unless special arrangements have been made.
Bicycles
Bikes can be transported based on space availability.
- Packing: Bicycles must be packed in a box or travel bag.
- Storage: Bikes are stored in the luggage bay. Unpackaged bicycles can be transported if there is enough space.
- Fee: Charges may apply if the bike counts as an additional checked item.
- Size: Bikes should fit comfortably without affecting other passengers’ baggage.
- Important: Electric bikes (E-bikes) are not permitted on Peter Pan buses.
Mobility Aids
- Wheelchairs, Scooters: Customers with disabilities can store collapsible wheelchairs or scooters free of charge.
- Dimensions: Maximum size for mobility aids stored in the luggage compartment is 33 x 33 x 48 inches.
- Weight: Mobility aids should not exceed 200 lbs.
- Assistive Devices: Canes, walkers, and other smaller mobility aids may be brought on board if they can be stored safely.
Strollers
Storage: Strollers will be placed in the baggage compartment or the overhead bin if they fit.
Allowance: Foldable strollers are allowed free of charge.
Pet Policy
Peter Pan permits small pets onboard with the following restrictions:
- Pet Carrier: Must be inside a carrier with a combined weight of no more than 25 pounds (carrier + pet).
- Carrier Specifications: Must be leak-proof, well-ventilated, and allow the pet to stand, turn, and lie down naturally. Maximum carrier size: 19” x 14” x 10.5”.
- Placement: The carrier must be placed on the floor, under the seat for the duration of the trip.
Service animals for passengers with disabilities are permitted, as per ADA regulations.
Disabilities and Reduced Mobility
Wheelchair Accessibility: All coaches have wheelchair lifts that can accommodate both manual and power wheelchairs.
- Maximum combined weight (person and chair): 650 lbs.
- Wheelchairs must not exceed 30" x 48".
Priority Seating: Available upon request for elderly and disabled passengers. Seats are located near the front of the bus.
Assistance: Provided for boarding, de-boarding, and luggage handling. Customers are encouraged to notify the company in advance of their travel needs.
📞 Customer Care Contact: 1-800-343-9999
Reserved Seats
- General Seating: Seats are first-come, first-served unless otherwise reserved.
- Priority Seating: Available for seniors and passengers with disabilities.
- Seat Reservations: Offered on select routes with an additional fee. Options include classic seats, front seats, and extra legroom seats.
Ticket Cancellation and Refunds
Involuntary Cancellations (by Peter Pan)
- Reschedule: Passengers may reschedule their trip at no extra cost.
- Refund: Full refund of the ticket price and any associated fees, issued either as a voucher or a monetary refund (depending on the original payment method).
Refund Processing
- Vouchers: If issued as a voucher, the amount is typically valid for 12 months from the date of issuance and can be used for future travel.
- Monetary Refunds: If refunded in the original payment method, the refund will be processed within 5-7 business days.
Voluntary Cancellations (by Passenger)
Passengers may cancel their tickets voluntarily, but the conditions and refund options depend on the timing of the cancellation.
- Conditions: Cancellations must be made at least 15 minutes before departure to be eligible for any refund or voucher.
Refund Options
- Early Cancellations: If canceled well in advance, the voucher covers the full value of the ticket.
- Closer to Departure: If canceled closer to the departure time, the voucher may reflect a smaller percentage of the ticket value.
- Voucher Validity: Vouchers are valid for 12 months from the date of issuance and can be applied toward future trips.
No Refund
If a passenger does not cancel or reschedule at least 15 minutes before the scheduled departure, no refund or voucher will be provided.
Refundable Fares Option
Passengers can purchase a Refundable Fare at an additional cost, which allows more flexibility for cancellations and changes.
- Allows for a monetary refund (to the original payment method) instead of a voucher.
- Refunds are available only for unused tickets.
- The refund must be requested at least 24 hours before departure.
- Only the base fare will be refunded; any additional fees (e.g., the refundable fare fee itself) are non-refundable.
- If part of the ticket (e.g., one leg of a round trip) has been used, only the unused portion of the fare will be refunded.
- Refund Requests must be made in writing through the Peter Pan Customer Care team at least 24 hours before departure.
- Processing Time: Refunds are processed within 5-7 business days.
Service Fees
- Non-Refundable Fees: Service fees are non-refundable in cases of voluntary cancellations or rescheduling.
- Physical Ticket Changes: Additional fees may apply for rescheduling at physical ticket offices or terminals.
Ticket Changes and Rescheduling
If you cannot make your scheduled trip, you have the option to reschedule your ticket for a different date or time.
- Changes must be made at least 15 minutes before departure.
- Rescheduling can be done online or at physical ticket sale locations (e.g., bus terminals).
- Bus drivers and Customer Service representatives on board cannot modify ticket reservations.
Rescheduling Process
- The original ticket is canceled, and a new ticket is issued.
- Any fare difference must be paid if the new trip is more expensive.
- If the new fare is cheaper, the remaining balance is issued as a voucher.
- Unused Tickets: No refunds or credits are provided if tickets are not rescheduled or canceled 15 minutes prior to departure.
Special Cases for Refunds and Cancellations
- Trips Delayed Over 120 Minutes:
- If a trip is delayed or rescheduled by more than 120 minutes, passengers can request a full refund in the form of a Cancellation Voucher.
- If Removed from the Bus:
- No refunds are provided if a passenger is removed from the bus for violating the company’s terms (e.g., disorderly behavior, refusal to follow safety protocols).
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Official Sources
Terms & Services: https://peterpanbus.com/legal-notices/
Accessibility: https://peterpanbus.com/travel-info/customers-with-disabilities/
Help Center: https://peterpanbus.com/travel-info/
