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Frequently Asked Questions

The novel Coronavirus has certainly impacted how we live, especially how we travel and share spaces with others. These two things are core to your experience with OurBus.

Our mission, to make the feeling of traveling just as good as the feeling of arriving, has never been more important than it is now. To deliver that experience, we know that we have to listen to our customers, provide flexibility and prioritize safety throughout your journey.

Below you will find out the steps we have taken, along with the bus operators we work with to deliver this travel experience.

You can expect the following Enhanced Safety Procedures on all trips purchased with OurBus. The trusted bus operators that run OurBus trips have each followed the CDC guidelines to ensure you have a safe trip where you are comfortable.

  1. Contact-less boarding with your mobile boarding pass, available in your confirmation email and the 'My Passes' section in the OurBus app. For the easiest experience, download the app on iOS or Android.
  2. Masks required onboard for both passengers and drivers. Completely covering the mouth and nose with a mask is mandatory. Federal law requires wearing a mask while on the bus and failure to comply may result in denial of boarding or removal. Refusing to wear a mask is a violation of federal law. passengers may be subject to penalties under federal law.
  3. Hand sanitizer available in the onboard restrooms and at the front of the bus
  4. 50% seating capacity on all trips until May 1st, 2021
  5. Disinfecting and cleaning of every bus in between trips in accordance with CDC guidelines. Cleaning procedures include ozonation, spraying disinfectant mist and wiping down all surfaces with alcohol-based solution.
  6. Participate and assist in contract tracing to notify passengers if someone on the same bus tests positive

The OurBus Assurance covers all tickets purchased on OurBus.com or the OurBus app. It's the travel industry's most flexible cancellation and reschedule policy.

If you want to change your plans for any reason, cancel or reschedule without charges or fees up until 30 minutes before the departure time. Then just purchase another ticket, without any change or cancellation fees.

The OurBus Assurance has been our promise since we started in 2016 and one we stand by even in the most difficult times. It's what led Forbes to feature us as a Hero of the Pandemic.

To see a list of currently running, go to Intercity Bus Routes Currently Running on our blog. Routes that haven't started yet will appear as 'Sold Out!'.

For more details on your route, drop us a message through the chat widget on our website and we'll share the current plans with you.

All OurBus trips are on modern charter-style buses that have free WiFi, restrooms, reclining seats, charging ports, free water bottles, and technology that lets you track the bus.

*WiFi reliability is subject to cell phone tower signals along the route, so please bear with us if there are dead zones.

Door<To>Door is like a personal delivery service for travelers. OurBus customers can reserve a shared ride to or from the bus stop at the same time as buying a bus ticket. Door<To>Door rides are cheaper than taxis and give you guaranteed connections to the bus.

Read more about our newest travel innovation at OurBus Door<To>Door: Travelers Delivered.

All tickets must be reserved in advance on our website or app. We do not have facilities for cash payment at the stop. The only exceptions to this is the Green Street Pharmacy in Ithaca.

If you are at the stop, you can purchase a ticket anytime before the departure time from the website or app as long as the trip is not sold out.

On our website, bus stop locations can be viewed by clicking on the greyed-out city link under the departure or arrival time. If using the app, click on the "see details" option on a ticket to find the locations of the departure and arrival of the trip.

Many of our stops are also located on Google Maps.

The bus will pick up from exactly the same location mentioned on your emailed ticket. If there is any change in pick up point, you will be informed by our team via email or text.

As OurBus is a fast-growing company with many new routes, not all stops have official signage yet. However, we will clearly state where the stop is located on the stop location page.

OurBus is a technology company, we do not own or operate any buses. That means we partner with different bus companies that meet our stringent standards for safety and quality. For this reason, buses will have different appearances, and some buses may not have the OurBus logo on the exterior. If this is the case, the bus will have an OurBus sign on the dashboard.

We'd hate to see you cancel your bus ride, but we get it, things happen. Should you need to cancel an OurBus ticket, click on "cancel ticket" in your original OurBus confirmation email. Alternatively, you can cancel when you're logged into your account at OurBus.com or on our mobile app. The funds will be transferred as stored credit to OurBus Wallet. This credit will reflect in your Wallet immediately and you can use this to book another ticket in the future.

Any other questions? Reach out to our customer service team 24/7 here.

You can cancel your original ticket and transfer the money to your OurBus Wallet. This credit will reflect in your Wallet immediately and you can use this to book another ticket on our website or app.

Buses are scheduled to depart at the scheduled time. To ensure you don't miss the bus, please arrive at least 15 minutes before the departure time.

If you miss your bus, the ticket is not refundable or transferable to a future bus. You must purchase a new ticket.

If the dates appear grey in the calendar and you are unable to select it when searching for your trip, this is because the trip you are searching for has not yet been posted to the website. We usually post our trips about a month in advance, though it is possible that the trip will be posted closer to the date of travel. Please check back later.

It is also possible that there are no direct buses between the points you specified. OurBus may not sell long-distance tickets between the point you specified because they are too close together (for example, between Union City and New York), and in these cases we recommend alternate means of transportation.

For the coupon to work, you must be signed in to your OurBus account from the same email on which you received the coupon. If this does not work, please check:

  • The validity period of the coupon.
  • Proper spelling and capitalization.

OurBus Wallet is a form of payment that can be used on the OurBus platform (both web & app). When you are purchasing anything on OurBus, it is as good as paying with a credit card.

Nope! We try to make the OurBus experience easy, and that means no printed bus tickets. Purchase your ticket online (or through the handy OurBus app) and show your mobile boarding pass to the driver. After all, what year is it again?

OurBus does not allow animals or pets of any kind, except for trained service animals assisting a traveler. Service animals must be in a harness and under the control of a passenger at all times.

Intercity bus tickets must be used only for the specified departure time.

If you miss your bus, the ticket is not refundable or transferable to a future bus. You must purchase a new ticket.

Please send us an email at pr@ourbus.com with all the details of your lost item along with your departure details. We will update you within 24-48 hours. You can also reach out via our customer service line at +1(844)800-6828, or via the chat box in the bottom-right corner of our website.

We appreciate if you can share your positive or negative feedback with us at: customer.support@ourbus.com. Our customer service team will review your feedback and respond to you within 48 hours.

IIf you would like to share a positive experience with others, we always enjoy a Google, Yelp, TripAdvisor or TrustPilot review. As passengers increase, the number of destinations and frequency of trips increase so you'll have more service available!

Federal law prohibits smoking (including the carrying of lit cigars, cigarettes, and pipes) on vehicles transporting passengers in scheduled service in interstate commerce. Federal law also requires that bus companies act, as necessary, to ensure that smoking by passengers is not permitted in violation of this law. 49 C.F.R. § 374.201 Additionally, the policies of each bus company providing transportation prohibit "vaping." Persons violating this law or company policy may be ejected by the bus company. The place of ejection could be far away from your origin or destination stop, and cause you inconvenience, delay, and expense.

Our luggage policy is for one checked bag in the cargo hold along with one carry-on bag on board.

If the bike, surfboard, golf club, or musical instrument is the only piece of luggage that you wish to store underneath the bus, then it is allowed as long as it fits within the dimensions of the cargo hold. Otherwise, as with other extra pieces of luggage, it is considered a second piece of luggage which can be stowed away only after it is confirmed that all other passengers have done so with their first piece of checked luggage.

Buying a second seat will allow you to bring a second piece of luggage to assure that your item makes it on the bus with you. In addition, OurBus is not responsible for any damage that happens, and so we recommend packing the items.

Foldable strollers are allowed to be stowed, in addition to one piece of checked luggage. However, if the stroller is not foldable, it then is counted as your one checked luggage allowance, which must adhere to the luggage dimensions of 62 inches adding up length, width, and height.

If you are a person that requires assistance, please contact Customer Service to schedule appropriate accommodations at least 48 hours in advance. You can reach us on live chat on our website, email us at pr@ourbus.com, or by calling the helpline at 1-844-800-6828.

The best way to stay up to date with your ride is by downloading the OurBus app, which allows you to track your bus in real-time, in addition to buying and storing your tickets, along with other features. You can also click the "track bus" link in your emailed e-ticket. Or, you can also track your bus on your web browser by visiting ourbus.com/track/[confirmationnumber]. Example - If your confirmation number is ABX879, go to ourbus.com/track/ABX879.

If there are any changes to your bus' departure time or pickup location, you will be notified via email or text from our customer service team.

The best way to stay up to date with your ride is by downloading the OurBus app, which allows you to track your bus in real-time, in addition to buying and storing your tickets, along with other features. You can also click the "track bus" link in your emailed e-ticket. Or, you can also track your bus on your web browser by visiting ourbus.com/track/[confirmationnumber]. Example - If your confirmation number is ABX879, go to ourbus.com/track/ABX879.

Yes! If you are a frequent rider of OurBus, then you may be interested in OurBus Select membership. For a $49 upfront fee, you can save $15 per ride for your next 10 intercity rides. That's a savings of more than $100.

No. However, we do offer OurBus Select, which allows riders to purchase a membership that gives members a per ride discount on their next 10 rides.

OurBus serves almost 100 locations across the country. We regularly add routes, especially during high travel periods like holidays. You can view all of our routes here.

OurBus is a regional transportation company created to make the feeling of traveling just as good as the feeling of arriving. Since 2016, we have developed a network of intercity, commuter and charter bus services that connect almost 100 bus stop locations across the US.

The easiest and quickest way to reach customer service is via the chat box in the bottom-right corner of our website. The wait time is typically under 2 minutes. You can also reach us via email at pr@ourbus.com, or via phone at 1-844-800-6828.

Some of our individual bus partners have special requirements for passengers' age.

If you are on a bus operated by Klein Transportation, children under 4 years old are not allowed on the bus, even if accompanied by a parent or other adult. Some or all of the buses from the following stops are operated by Klein: Douglassville, Reading, Kutztown, Allentown-Wescosville, Hellertown, Philadelphia and New York. You can find the operator on the Route Details or your confirmation email. If you have any questions, please contact our customer service by chat or calling 1-844-800-6828.

For buses that allow children on board, children ages 2 or under can ride for free as long as the child is sitting on the adult’s lap. If the child requires a seat, then a separate ticket must be purchased. Above the age of 2, all children must have a valid ticket to ride OurBus.

You must be at least 16 years old to ride on OurBus without being accompanied by an adult. If you are under 16 years old, you must ride with someone who is age 18 or older.

*Must be at least 17 years old if minor is traveling out of the state of Illinois.

No such discounts are available since we already have competitive pricing.

Most carriers allow each passenger 1 large luggage up to 50 lbs that can be stored under the bus, which must not exceed 62 inches when adding the total exterior dimensions of the piece (length + width + height), and 1 small carry-on bag that will fit in the overhead storage compartments or under the seat. Carriers request that passengers take care of their luggage and personal belongings. Neither OurBus, Inc., nor motor carriers will accept any liability for unchecked baggage.

If you have additional luggage that needs to be placed in the cargo hold, you must purchase a ticket for each bag to guarantee it making to your final destination.

No drugs, alcohol, or weapons are allowed on the bus or in the luggage compartment. Other large items are subject to the discretion of the driver. This applies irrespective of state laws.

Anyone who is in possession or consuming a prohibited substance can be removed from the bus.

You can book a trip either through our app or our website.

To book through the app, download the OurBus app from the Google Play Store or The App Store. In the app, type in the origin location and click on the city. Then, do the same for the destination. From there, enter the date you wish to travel and, if desired, the date you wish to return.

The ticket will be saved to the app, which can be opened up for reference or tracking at any time.

To book online, go through the same process. You will receive an email confirmation of your ticket for boarding purposes.

No. If you just want to book a one-way trip, enter the date for the departure but not the return. Make sure that the origin and destination cities have been selected already before continuing to selecting your ticket for purchase.

No. All passengers are required to travel between the stops they purchased tickets for. To change drop-off or pick-up stops, follow the same procedure for rescheduling a ticket.

If you think you are going to miss your bus, first chat or call customer service to confirm that the bus is indeed departing from the stop at the scheduled time. There is a chance that the bus will show up late, and there will be enough time to board.

Once it is known that you will not make the bus, follow the steps as if you have already missed your bus.

If you are sure that you will miss your bus or have already missed the bus, follow the procedure for rescheduling your ticket. The money from your purchase will be credited to your OurBus Wallet, and you can use that credit to purchase a later trip. If no such later trip exists, contact customer service to see what can be done.

If you do not cancel your ticket before the time of departure, you will not get OurBus Wallet credit and will have to purchase another ticket for a future trip. We have this policy because once the departure time passes for your trip, we are not able to sell the ticket to another passenger.

Go through the normal procedure for purchasing a ticket, but put their name as the name for the ticket. Make sure that, if not accompanied by an adult, they are at least 16 years of age.

If you have received a referral coupon code, click the link to sign up with OurBus. Input the referral code when creating your account. You will receive a first-time credit of $10, which will appear in the 'My Coupons' section. It can be used towards booking your trip. Once you complete your trip, your friend will receive $10 in credit for referring you.

You can share a referral code to a friend either through the OurBus website or app. Your friend receives $10 in Wallet credits towards their trip, and you receive $10 off after they complete their first ride.

You are eligible for a full refund only when you book through the OurBus website or OurBus app, and if you are cancelling your trip at least 24 hours before the scheduled departure time of your bus, as well as under certain other special circumstances. You can cancel up to 30 minutes before the departure time and get an instant credit in OurBus Wallet.

You are eligible for OurBus Wallet credit if you have booked through a third-party website or if you are cancelling your booking within 24 hours to 30 minutes of the scheduled departure time of your bus. This credit can be used to rebook your ticket and is good for up to 5 years.

We are determined to make the feeling of traveling just as good as the feeling of arriving.

With OurBus, passengers can expect to easily buy bus tickets online, track the ETA of the bus in real-time, receive mobile boarding passes and enjoy the amenities of a modern bus with free Wifi, power outlets, comfortable reclining seats, a sanitized restroom and free bottled water. Customer service is at our core so you can speak with a real person 24/7 and we have the most flexible rescheduling policy in the industry.

You are allowed to bring a car seat on board, but know that since it takes up an extra seat, you must also purchase an extra ticket for your child, even if they are under the age of two.

Go to www.ourbus.com/RequestRoute, sign in or sign up, and then enter the details of your requested route. We are open to customer feedback, and if other customers request the same route, we will consider adding it to our services. Once you request the route, share your personal route request link with others who would be interested in the same route. Once a route has 100 requests, we make it happen.

No. Since OurBus is a technology company, all of our purchases are handled online, either through our app or website. Likewise, cash is not accepted for purchase.

Food and drinks are allowed on most buses, but we strongly encourage you not to consume any food or drink items (except for water) while riding the bus. As always, we'll provide bottled water, and you may bring your own water as long as it is able to be closed.

While riding on Martz Gold Line or Martz National Coach Works, a strict no food or drink policy exists and you may be required to dispose of these items prior to boarding.

Yes. The ticket you receive in your email will already include the receipt with it.

We are not able to hold the bus at a stop to wait for a passenger, since we follow a timetable and have regularly scheduled stops. We recommend getting to the stop at least 15 minutes before departure to avoid this issue.

Some of our bus stops do have parking, but many do not. Reach out to customer service for more details. Be advised that we are not responsible for any damages or violations involving parking.

Getting to the bus stop varies on a stop-by-stop basis. If you are in New York City, Newark, DC, Boston, or Philadelphia, public transit is available. Most stops do not have these options though, and so the options are either ride share services, driving and parking, or getting a ride from a friend to the stop.

If you purchased the wrong ticket, just cancel your ticket and rebook the trip. After cancelling, you will receive Wallet credits to go towards your rebooked ticket.

Currently we only offer one connecting service, a shuttle from Brooklyn to Staten Island and Hamilton, NJ. The service then connects to a bus that continues to Washington, DC.

To avoid missing your bus, we recommend that passengers arrive at the stop at least 15 minutes before the scheduled departure time.

To reschedule your OurBus ticket, here's how it works. If your scheduled departure is more than 30 minutes away, you can simply cancel your original ticket on our website or app and transfer the funds as stored credit to OurBus Wallet. This credit will reflect in your Wallet immediately and you can use this to book another ticket. Keep in mind that you will need to pay the difference in fare, if any, for a new reservation.

Any other questions? Reach out to our customer service team 24/7 here.

OurBus Prime is our intercity bus service with over 100+ routes across the East Coast and Midwest of the U.S. With OurBus Prime, expect modern onboard amenities like mobile boarding, WiFi, power outlets, complimentary bottled water, and more.

Reliability is a priority, which includes leaving on time, setting up our schedules to provide accurate arrival times and ensuring we work with the highest quality bus operators. 95%+ of OurBus trips depart within 5 minutes of the scheduled departure time. Many passengers mention in reviews that they are pleasantly surprised compared with other bus options they've taken. A few passengers are less pleased if they are 5 minutes late and miss the bus (Sorry but we can't sacrifice our service)! Even for those passengers, we do everything we can to get them to their destination.

Buses are the safest mode of ground transportation, according to the comprehensive study by Northwestern University. At OurBus, we adhere to the strictest safety standards by working only with high-quality operators who use new motorcoaches for OurBus trips and scheduling trips to allow for ample driver rest.