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Terms and Conditions

Terms and Conditions of Purchase & Carriage

PETER PAN BUS LINES

TERMS AND CONDITIONS OF PURCHASE AND CARRIAGE

Last Updated: June 16, 2025

These Terms and Conditions of Purchase and Carriage (“Purchase and Carriage Terms”) are a part of and are incorporated into the General Terms of Service (“General Terms of Service”) made available by Peter Pan Bus Lines, Inc. (“Peter Pan”) for use of Peter Pan’s Websites, App, Platform, Transportation Services, and other Services (as each is defined therein).  Capitalized terms not defined in these Purchase and Carriage Terms are as defined in the General Terms of Service.

These Purchase and Carriage Terms include information and terms applicable to our customers (referred to herein as a “customer” or “passenger”) when purchasing and using transportation services from Peter Pan (“Transportation Services”) and riding on a coach bus operated by Peter Pan (a “Coach”), including with respect to:   

  1. TICKETS
  2. FARES AND FEES
  3. BOARDING AND TRAVEL
  4. BAGGAGE / PERSONAL BELONGINGS
  5. PROHIBITED ITEMS AND VALUABLES
  6. TRAVELING WITH ANIMALS
  7. COMMUNICABLE DISEASES
  8. CONTACTING PETER PAN
  9. OPTIONAL FEE SCHEDULE

BY PURCHASING TRANSPORTATION SERVICES ELECTRONICALLY OR IN PERSON, AND WHEN RIDING A COACH AND USING TRANSPORTATION SERVICES, CUSTOMER HEREBY ACCEPTS THESE PURCHASE AND CARRIAGE TERMS AND AGREES THAT CUSTOMER IS LEGALLY BOUND BY THESE PURCHASE AND CARRIAGE TERMS.

Peter Pan may change, modify, add or remove portions of the Purchase and Carriage Terms (each, an “Update”) at any time in our sole discretion without prior notice to you, and such Updates will be effective immediately. If Peter Pan makes Updates to these Purchase and Carriage Terms, Peter Pan will change the “Last Updated” date above and make reasonable efforts to provide notice to you about material changes.  Your continued purchase and use of Transportation Services will confirm your acceptance of the updated Purchase and Carriage Terms.  Peter Pan encourages you to frequently review the Purchase and Carriage Terms to ensure you understand the latest terms and conditions associated with purchase and use of Transportation Services.  If you do not agree to the current Purchase and Carriage Terms, please do not purchase and use Transportation Services.     

  1. TICKETS
  2. Ticket Purchases. Peter Pan tickets are non-refundable, limited as endorsed, and non-transferable by passengers or among passengers. The unauthorized resale of tickets is strictly prohibited and will be prosecuted. Tickets are valid only for the scheduled date and time for which the ticket has been purchased. Peter Pan is not responsible for lost or stolen tickets.

 

  1. Paper Tickets. Passengers who purchase tickets in person at a ticket counter will receive a paper ticket to present to the driver when boarding. Passengers with a valid electronic ticket and/or QR Code do not need to print and/or present a paper ticket for boarding.

 

  1. Assistance with Ticket Purchases for Persons with Disabilities. Peter Pan is pleased to provide accommodations necessary for customers with disabilities who require assistance in purchasing tickets. Please call our Customer Service team at (413)-523-7100 or email us at ada.support@peterpanbus.com to obtain assistance in purchasing.
  2. FARES AND FEES
  3. General. Fares are payable in U.S. dollars only unless stated otherwise. Fares are valid only for the scheduled date and time selected. Fares are subject to change without notice and may include additional charges including taxes, fees and carrier price differences. Tickets are non-refundable unless the customer specifically purchases a refundable fare.

 

  1. Non-Refundable. As a courtesy to customers, we offer the option to modify a non-refundable ticket, subject to availability. For non-refundable tickets, departure dates and times may be changed in advance of the departure time for a change fee plus the cost difference of the new ticket, if applicable. Passengers may reschedule travel dates with the Peter Pan mobile application (download available here) or online through Peter’s Pan Website at peterpanbus.com.  Any ticket which is not exchanged prior to the scheduled departure time is not eligible for re-issue, and a new ticket for the newly intended travel date/time will need to be purchased. Peak and holiday travel blackouts may apply when changing a ticket. A change fee will also apply as described in Peter Pan’s Optional Fee Schedule. 

 

  1. Refundable Fares. Passengers may pay an extra fee to purchase a ticket with a refundable fare as described in Peter Pan’s Optional Fee Schedule.  Refundable fares are valid only on unused tickets purchased prior to departure. A refundable fare becomes non-refundable once the ticket has been used or after the departure time, whichever comes first. If a passenger uses one way of a round-trip ticket, the unused portion (meaning, the return fare) is refundable if the refundable fare fee has been paid and the scheduled departure time has not passed. All refund requests must be submitted online in writing to Peter Pan’s Customer Care team through the Website at peterpanbus.com/requestat least twenty-four hours prior to the applicable departure date and time. Only tickets that are purchased as refundable fares are considered refundable, and only the fare portion will be refunded.  In lieu of a refund request, passengers may also modify a refundable ticket, subject to availability, and departure dates and times may be changed in advance of the departure time for a change fee plus the cost difference of the new ticket, if applicable.  Fees, including the refundable fare fee, change fees, and/or other transaction fees, are non-refundable, and a new transaction fee may apply. Fare refunds will be processed within 5-7 business days to the original method of payment.

 

  1. Discounted Fares. Discount fares are offered at Peter Pan’s discretion and are subject to availability, date, time, and schedule restrictions. If a quoted fare price is no longer available at the time of final booking, the current fare price will apply and be displayed as an option for purchase. Peter Pan may also offer multi-pass or commuter ticket options with reduced fares for bulk ticket purchases, subject to availability.

 

  1. In addition to fares, ticket purchases may be accompanied by non-refundable fees as described in more detail in our Fee Schedule.

 

  1. BOARDING AND TRAVEL

 

  1. Boarding. Passengers must present an electronic ticket (meaning a bar code or QR code shown on an electronic device) or a printed ticket (printed single-sided) in order to board a Coach. Peter Pan also reserves the right to request a valid photo identification from a passenger in order to confirm the passenger’s identity matches the person’s name on the ticket.

 

  1. Departure and Delays; Seating.  Departure dates and times are subject to change, and Peter Pan expressly reserves the right to modify its schedules, as well as departure dates and times for scheduled Coaches, for any reason in its discretion, including but not limited to operational circumstances, requirements of federal or state departments of transportation, or otherwise. Peter Pan is not responsible for delays in connections caused by conditions beyond its reasonable control including, but not limited to, breakdowns, equipment failure, accidents, and road, traffic or weather conditions. Peter Pan shall not be liable for, and expressly disclaims responsibility for, any loss, damage, delay, or expense arising as a result of such condition. Seating is on a first come/first served basis, and seating is always without regard to race, color, creed, national origin or any other protected characteristic. Customers are required to be at their departure gate at least 15 minutes prior to the scheduled departure time during non-peak travel periods, and at least 30 minutes or more prior to the scheduled departure time during peak travel periods (such as on or around holidays, school vacation weeks, etc.). The Coach will leave on time and Peter Pan is not responsible for late passengers.

 

  1. Traveling with Minors. Minors age 15 and under must be accompanied on the same Coach by a parent, legal guardian, or another passenger accompanying the minor who is at least 16 years old (the “Responsible Person”). Any traveler, regardless of age, occupying a seat must pay the applicable adult fare.   One child under two (2) years of age does not require a ticket to travel but must travel on the Responsible Person’s lap for the duration of the trip for safety purposes. If traveling with more than one (1) child under the age of two (2), a ticket must be purchased for the second child (and any additional minor) and the second child (and any additional minors) should be secured safely in the seat next to the Responsible person.

 

  1. Customers Traveling in Wheeled Mobility Devices. Any traveler who intends to travel in a wheeled mobility device is encouraged to book as far in advance as possible to avoid scheduling and availability constraints. Peter Pan may not be able to accommodate all customers traveling in a wheeled mobility device as each Coach is limited to two passengers traveling in a wheeled mobility device at any given time.

 

  1. Travel Assistance for Persons with Disabilities. Peter Pan is committed to serving people with disabilities in accordance with its obligations under the Americans with Disabilities Act. Individuals should contact Peter Pan with questions, concerns, or complaints regarding travel for passengers with disabilities. Our contact information is listed below. While some disabilities and needs may be obvious to Peter Pan’s employees, others are not, and you may be served by several different representatives of Peter Pan during your travel. It is essential that you ask for assistance at each location where you need help, including each driver if you have different drivers for multiple legs of your trip. If you have questions or concerns regarding your travel, contact Peter Pan’s Customer Service team at 413-523-7100 or ada.support@peterpanbus.com.

 

  1. Discretion to Refuse Transport. Peter Pan shall have the right refuse to transport a passenger or shall have the right to remove a passenger from a Coach at any time due to reasons of health and security of operators and other passengers, a passenger’s conduct that is disorderly, offensive, abusive, illegal, and/or violent, or due to a passenger interfering with the duties of the operator of the Coach.

 

  1. BAGGAGE / PERSONAL BELONGINGS

 

  1. Permitted Baggage. Peter Pan will transport Passenger Belongings solely to the extent belonging to a passenger who has purchased a ticket and is travelling on the same Coach as the Passenger Belongings.  Each Passenger is permitted to bring one (1) carry-on bag on a Coach with small Personal Belongings (up to 25 lbs) and to store one (1) standard-shaped baggage item underneath a Coach (“Permitted Baggage”) at no additional charge.  Any additional baggage or other Personal Belongings will be subject to fees (“Additional Baggage Fees”) and are limited to three (3) additional items, subject to space availability on the Coach. Carry-on bags must fit in the overhead compartment or under a seat, and all Personal Belongings must adhere to the requirements herein and as otherwise communicated by Peter Pan to passengers at any time, including but not limited to size and shape restrictions and/or storage limitations on a Coach. Any child passenger under two (2) years of age does not have a baggage allowance

 

  1. Passenger Responsibilities. Peter Pan is not responsible for, and assumes no liability for, any baggage, personal property, and other belongings, or the contents thereof (“Passenger Belongings”) carried on a Coach by a passenger or stowed by passengers in the baggage compartments of the Coach. Peter Pan has no responsibility for damage, breakage, deterioration, delay, lost, stolen, or damaged Passenger Belongings.   Passengers are expected to keep their Passenger Belongings, especially valuables such as cell phones, tablets, and laptops in their possession at all times while travelling. All Passenger Belongings stowed in Coach baggage compartments must be claimed promptly upon arrival at the destination terminal. Peter Pan recommends that passengers refrain from bringing anything of value on the Coach.

 

  1. Lost and Found Policy. Peter Pan is not responsible for any Passenger Belongings left on the Coach, in any terminal, or on a charter stay. Passengers shall be responsible for removing and maintaining control of his/her own Passenger Belongings at all times. If we are able to find an item left behind, Peter Pan will make commercially reasonable efforts to either store and make the item available to the passenger for pick-up at one of its major hub terminals, or ship it to the passenger at the passenger’s expense upon request. Any unclaimed Personal Belongings will be held for a maximum of 14 days at which time Peter Pan reserves the right to dispose of or donate the item(s) to a local charity in the discretion of Peter Pan.

 

  1. Shifting Baggage. Peter Pan shall not be liable for any injuries to a passenger or passengers caused by or resulting from the falling or shifting of baggage while in transit..    

 

  1. Disclaimer for Connecting and Out-of-Network Passengers. Peter Pan is not responsible for, and assumes no liability for, passengers traveling outside of Peter Pan’s service network, connecting to/from other carriers, or if checking baggage for transportation over the lines of other carriers, subject to any responsibility as may be imposed on Peter Pan by law or by its agreements with other carriers with respect to baggage of those passengers.

 

  1. PROHIBITED ITEMS AND ACTIVITIES; VALUABLES

 

  1. Prohibited Items. The following items are not permitted on any Coaches and are prohibited from all baggage (both carry-on and baggage stored in the bus baggage compartment):
  • Acids
  • Alcoholic beverages or liquor (including beer, ale and wine)
  • Ammunition
  • Animals, pets (with exceptions described in Section 6 below)
  • Articles exceeding baggage size limitations
  • Backpacks, baggage or other items with attached or protruding articles
  • Batteries containing liquid acids
  • Combustible liquids
  • Corpses or ashes of cremated corpses
  • Cylinders containing compressed gases
  • Explosives
  • Films – flammable
  • Firearms, all types
  • Fireworks
  • Flammable items
  • Furniture
  • Gases
  • Hazardous (dangerous) articles
  • Illegal drugs, including but not limited to non-prescription drugs for recreational use prohibited by the states in which the Coach is traveling
  • Live fish, poultry, reptiles
  • Matches, strike-anywhere
  • Materials that have a strong or disagreeable odor
  • Merchandise for sale to other passengers in a terminal or on a Coach
  • Phonograph records
  • Poisons
  • Radioactive materials
  • Television sets
  • Weapons (includes toy and replica weapons)
  1. SMOKING AND ALCOHOL CONSUMPTION IS PROHIBITED ON THE COACH. Peter Pan prohibits smoking of any kind, and the use of tobacco, marijuana and THC products, drugs, and alcohol on any of its Coaches, including but not limited to any use of electronic simulated smoking materials, e-cigarettes, vapes, marijuana flower, edibles, and other products, and smokeless cigarettes. Passengers are not permitted to bring alcoholic beverages, drugs, or any of the aforementioned tobacco or marijuana products of any nature on board a Coach.

 

  1. Valuables. The following items are prohibited from baggage stored in the bus baggage compartments – these items should only be stored in carry-on baggage and kept in the possession of a passenger at all times:
  • Jewelry
  • Laptop computers
  • Money
  • Passports
  • Perishable items, including foodstuffs
  • Prescription medication (doctor prescribed)
  1. TRAVELING WITH ANIMALS
  2. Pet Policy.
  • (i) Peter Pan will allow passengers to bring a small dog or a cat (no other types of animals will be allowed) on board Coaches solely if the pet is inside of a pet carrier or is a Service Animal (as defined below). The combined weight of the dog or cat and the carrier may not exceed 25 pounds. The carrier may be hard or soft sided but must be leak proof and well ventilated. The maximum size for the pet carriers is 19” long x 14” wide x 10.5 high. The pet carrier must allow the pet to stand up, turn around, and lie down in a natural position while inside the pet carrier.

 

  • (ii) Except for Service Animals, permitted pets must remain entirely inside the carrier throughout the duration of the trip. The pet carrier must be placed on the floor of the Coach, under the seat. The pet must be at least eight weeks old and must be under the control of a passenger at all times. The pet must be odorless, harmless, not disruptive or aggressive, and require no attention during travel. A pet carrier will count as one piece of carry-on baggage; however, there is no additional charge for traveling on a Coach with a permitted pet adhering to all requirements in this Pet Policy.  Peter Pan does reserve its right to refuse transport of any pet on a Coach, in its discretion, and may remove any pet from a Coach in its discretion.

 

  1. Service Animals. A service animal, meaning any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability (a “Service Animal”), will be permitted to travel at no additional charge. The Service Animal must be under the control of the owner with a disability at all times and must not pose an actual or perceived threat to the health or safety of others, in the sole discretion of Peter Pan and/or any Coach operator transporting the Service Animal.

 

  1. 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.  Accordingly, Peter Pan’s pet policy summarized above applies to Emotional Support Animals or Comfort Animals.

 

  1. Discretion to Reschedule Passengers with Pets and Service Animals. Peter Pan reserves the right to change and/or modify the schedule of a passenger travelling with a Service Animal or pet in the event that any passenger and/or driver has allergic symptoms that could impair their health or effect the operator’s ability to safely operate the Coach.

 

  1. COMMUNICABLE DISEASES

 

  1. Waiver of Liability Relating to Communicable Diseases. Peter Pan cannot prevent its passengers from becoming exposed to, contracting, or spreading communicable diseases while utilizing Peter Pan’s services or premises. Therefore, passengers choosing to utilize Peter Pan’s services or premises, and/or travel with Peter Pan by boarding a Coach, acknowledge and agree that they may be exposed to and/or increase their risk of contracting or spreading a communicable disease.

 

  1. Compliance with Policies. Peter Pan has developed, adopted, and published protocols designed to promote the safety of Peter Pan passengers and employees while traveling with Peter Pan, and Peter Pan will enforce its policies strictly.  Passengers must comply with the policies at all times in order to travel with Peter Pan. 

 

  1. Refund Requests. Any refund requests from passengers related to communicable diseases will be subject to Peter Pan’s standard refund policies set forth in the “FARES AND FEES” section above.

 

  1. CONTACTING PETER PAN

If you have questions or concerns regarding your travel, or if you have questions about these Purchase and Carriage Terms, please contact us at through the Website at https://peterpanbus.com/request/ or through the App, by phone at 413-523-7100 or 1- 800-237-8747, or by mail directed to:

Peter Pan Bus Lines, Inc.
Union Station, Suite 300
1 Peter Pan Way
Springfield, MA 01103

 

 

 

 

The following schedule describes fees and charges that apply if you choose to take advantage of certain fare and ticket options or additional services offered by Peter Pan:

  • Refundable Fare Fees – Passengers may pay an optional extra fee in the amount of $18.00 to purchase a ticket with a refundable fare. If the ticket is refunded, the passenger will be returned the entire cost of the ticket, minus a $5.00 service charge. The refundable fare option can be selected during the purchasing process. To decline, simply do not select a refundable fare.

 

  • Change Fees – Passengers may change departure dates and times in advance of the scheduled departure time applicable to a ticket for a change fee in the amount of $10.00, plus any difference in the cost for the new ticket. This change fee will be assessed at the time the change is made.

 

  • Additional Baggage Fees – Any Personal Belongings in excess of Permitted Baggage are subject to Additional Baggage Fees in the amount of $5.00 per item, up to three additional items, subject to space availability and additional guidelines available at https://peterpanbus.com/travel-info/baggage/.

 

Passengers may select additional baggage and pay Additional Baggage Fees at the time of ticket purchase, or passengers may pay for their additional bags at a Peter Pan ticket counter or by contacting Peter Pan’s customer service team.

 

  • Credit Card Fees for Charter Services – Passengers booking charter services offered by Peter Pan and electing to use a credit card for payment will incur an additional 3% credit card processing fee.