Ticket Changes and Refunds

Changing Your Ticket Itinerary

The date(s) and time(s) of travel can be re-issued in person at ticket counters or by contacting Customer Care (during business hours) at 800-343-9999.

A re-issue cost of $15.00 – $20.00 will apply, per ticket.

The re-issue must take place by the day before the travel date on the ticket (ex: for travel on May 8, the ticket should be re-issued by May 7).

Tickets not re-issued by the day before the original departure day, or purchased on the same day of travel are not eligible for re-issue – a new ticket for the newly intended travel date/time should be purchased. The original ticket will remain non-refundable.

If changing your ticket in person, the re-issue fee can only be paid in cash.

Tickets purchased in person, at ticket counters or kiosks, are only able to be re-issued in person, at a ticket counter.

Tickets can be re-issued for travel up to 11 months from the date of re-issue.

Your original ticket must be presented to the ticket agent at time of re-issue.

Applicable holiday blackout restrictions may apply.

Commuter tickets cannot be re-issued or extended.

If you have an advance fare ticket (Example: 7, 14 or 21 day advance ticket) and would like to leave before the day and time originally selected during purchase, the ticket reissue of $20.00 applies in addition to any fare difference between the fare originally paid and the current fare for the day and time of actual departure. Advance fare tickets are only able to be re-issued in person at ticket counters.

Customer names and origin/destination are not able to be changed (or origin/destination reversed) after purchase. A new ticket should be purchased with the intended customer names, origin and destination.

Applying for a Refund

For assistance with e-tickets bought on peterpanbus.com, or if you have a concern regarding our service, please send us a message, or call us at 800-343-9999.

The following tickets are non-refundable:

  • E-tickets purchased online at peterpanbus.com
  • Expired tickets and tickets redeemed for travel
  • Commuter tickets

If you chose to end your trip by exiting at another service location other than the location stated on the ticket, the ticket is considered redeemed for travel and is not able to be refunded.

We are not able to refund, reprint or replace any misplaced, stolen or illegible tickets.

Tickets purchased at a terminal or agency may have both non-refundable and refundable options. Refer to your ticket for whether the ticket is refundable or non-refundable.

If refundable, partially used round trip-tickets or unused connection ticket portions may be submitted for refund when either the going, return or connecting portion is completely unused. The refund will be based on the fare paid minus the one-way fare, and minus the 20% cancellation fee on the remaining ticket portion value.

The original purchaser may apply for a refund by submitting the ticket(s), within the validity period of the ticket, to our Refund Department here:
Peter Pan Bus Lines
Refund Department
1776 Main Street
Springfield, MA 01102

When contacting the Refund Department please include:

  • Your full name
  • Mailing address (where the refund check should be mailed to)
  • Phone number
  • The bus ticket(s) (please do not send copies)
  • A brief note requesting the reason for the refund

We recommend making a copy of your ticket(s) for your records.

If approved, the refund will be issued as a check addressed to the purchaser. Please allow ten to fifteen (10-15) business days from when we receive the ticket(s) to process and mail the refund check.

Need More Info or Help?

We hope this page has been helpful, however if there is still more than you need to know please visit the Information Center or Customer Service, or call us at (800) 343-9999.