Assistance During Your Travels
Our goal is to make your travel on Peter Pan a safe, pleasant and convenient experience. Our drivers, dispatchers and customer care personnel are available to meet the needs of customers with disabilities.
We provide assistance with boarding and de-boarding buses, luggage, transfers, and storage and retrieval of mobility devices on our coaches. This service is provided during transfers and at points of origin and destination. 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.
In accordance with federal regulations and in keeping with the company’s desire to foster positive relations with our customers, we do not require proof of disability.
Assistance is available to customers with disabilities when they travel within the Peter Pan system.
Here are simple steps that will help us better serve you:
- When at the terminal, inform our employees and contractors of your needs
- You may also contact our Customer Care Center at 1-800-343-9999 prior to your departure and provide us information about your specific travel needs and intended schedule. We will use the information about your travel needs and schedule to arrange assistance by company personnel or contractors at your point of departure and your final destination.
Assistance in Boarding:
Drivers, company representatives or contractors can assist you with boarding and de-boarding the coach at the point of origin and destination.
While tickets are sold as reservations, customers board the bus by the boarding number on their ticket and seating on the coaches is conducted on a first-come, first-serve basis.
Priority seating is not guaranteed. Customers should plan on arriving in advance to secure their place in the boarding line if they wish to sit in a specific seat on the coach.
Priority seating is available for the elderly and customers with disabilities upon request. However, you may sit where your needs are best accommodated. The front bus seats located in the first row directly behind and across from the driver and the wheelchair secured seating area are designated as priority seating. If these seats are occupied, the driver, other Peter Pan personnel and/or contractor 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 Alone or With a Personal Care Attendant (PCA):
You may travel alone on Peter Pan if you can travel independently and do not require assistance of a personal nature, which Peter Pan personnel and its contractors are not required to provide. If you require assistance that we cannot provide, you may wish to include a personal care attendant (PCA) in your travel plans.
Assistance at intermediate points en route:
When the bus is at a scheduled stop, you may request that our personnel and/or contractor assist you with any reasonable request. Please notify Peter Pan of your need for assistance at each location. Even if you contacted our Customer Care Center previously to make assistance arrangements, please make Peter Pan aware of your need for assistance throughout your entire trip.
Oxygen / Respirators:
Portable oxygen and respirators may accompany you on the bus. A maximum of four (4) canisters may travel with the customer – two (2) on board two (2) in the baggage compartment. Oxygen canisters to be stored in the baggage compartment must be in protective cases with safety caps on the valves.
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.
Traveling With Medication:
All medications should be brought with you on the coach as part of your carry-on baggage.
Wheelchair Lift Accessible Coaches
All of our coaches are equipped with wheelchair lifts which can accommodate most power and manual wheelchairs and scooters.
When using a lift-equipped coach, the combined weight of the customer and mobility aid cannot exceed 650 pounds, depending on bus and lift model. The wheel chair dimensions can be no more than 30 x 48 inches and the mobility scooter dimensions can be no more than 30x30x48 inches. This is due to the maximum limits of the wheelchair lift. If your wheelchair or mobility scooter does not fit within these dimensions it will need to be stored underneath the bus in the baggage compartment.
Customers are welcome to contact our Customer Care Center at 1-800-343-9999 prior to your departure and provide us with information about your specific travel needs and intended schedule so we can better assist you.
Please note, the on board wheelchair secured area utilizes six (6) seating spaces. When booking your trip(s), if six (6) seats are not available on the current schedule, please select another schedule for travel with available seating.
If purchasing your ticket in person, please notify the ticket agent if you require a wheelchair lift equipped coach. If purchasing your ticket online, we highly suggest contacting our Customer Care Center with your travel itinerary and ticket number(s) in order to confirm your reservation and assistance needs.
Upon boarding the coach, if the wheelchair secured area seats are occupied, the driver, other Peter Pan personnel and/or contractor may ask the seated customer to move. If the person occupying the seat refuses, he or she cannot be forced to move.
Storing and Handling Your Mobility Aid
Your mobility aid(s) may travel inside the bus(such as canes, walkers) if they can be safely stowed in the overhead compartment. Mobility aids that cannot be safely stowed inside the bus will be placed in the baggage compartment, if possible.
Please note that the maximum dimension for a mobility aid to go in 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.
Traveling with Service Animals
At Peter Pan, customers with disabilities accompanied by a service animal are welcome, at no additional charge.
Pets are not permitted to be transported on Peter Pan Bus Lines. The only exception is for customers traveling directly to Boston Logan Airport. Please read more information here.
A service animal means any dog that is individually trained to do work or perform tasks for the benefit of the individual with a disability will be permitted to travel at no additional charge. The service animal must be under the control of the owner at all times and must not pose a direct threat to the health or safety of others
The service animal must ride in the bus within the customer’s space. The service animal may not travel in the aisle or occupy a seat.
Other Support or Therapy Animals
While Emotional Support Animals or Comfort Animals are often used as part of a medical treatment plan as therapy animals, they are not considered service animals under the ADA. These support animals provide companionship, relieve loneliness, and sometimes help with depression, anxiety, and certain phobias, but do not have special training to perform tasks that assist people with disabilities. Even though some states have laws defining therapy animals, these animals are not limited to working with people with disabilities and therefore are not covered by federal laws protecting the use of service animals. Therapy animals provide people with therapeutic contact, usually in a clinical setting, to improve their physical, social, emotional, and/or cognitive functioning.
Peter Pan reserves the right to refuse passage to any service animal that poses a direct threat to the health and safety of other customers, Peter Pan personnel or contractors.
Your Rights As A Customer
Upon request to Peter Pan personnel or its contractors, 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 or contact our ADA Compliance – Corporate Office at 1-800-237-8747.
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 to:
Peter Pan Bus Lines
ADA/Safety Compliance Department
1776 Main Street
Springfield, MA 01102
Please include with your correspondence:
- A copy of your ticket receipt showing your travel itinerary
- A detailed description of the incident
- The names(s) and/or description(s) of any Peter Pan personnel or contractors you believe did not provide you appropriate assistance.