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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 Cancelation 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 Cancelation 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.

We do not refund booking fee, fuel surcharge fee and facility fee on cancelation or rescheduling. These fees will be refunded to payment source only in the event of schedule changes initiated by us.

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.

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.

  1. Cancelation due to operational reasons
    • A refund will be processed to the payment source for the affected ticket
  2. Cancelation by the customer - 24 hrs before the departure
    • If the ticket is booked by credit card, a full ticket refund will be processed to the source account
    • If the ticket is booked using wallet credit or an OTA, a full ticket refund will be processed to the wallet
  3. Cancelation by the customer - within 24 hrs before the departure
    • A full ticket refund will be processed to the wallet
We do not refund booking fee and facility fee on cancelation.

Rebookings and rescheduling of existing reservations are supported. If you wish to alter your reservation, please reschedule your ticket, and choose your favorable trip. A different fare may apply.

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. Wallet credit is valid for 5 years from the date it is issued. It can be used in combination with a credit card to book a ticket. It is applicable if the ticket is booked using the OurBus website and app only. Wallet activation is required to use the wallet credits available in an account.

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.

We'll book you on the next available bus if there's a space available at no additional cost. As a policy, there are no refunds applicable in case the bus is missed.

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 Hand 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, then you may be interested in the OurBus SuperSaver Pass. With the OB SuperSaver Pass, you pay $15 less for every ride you book and you'll save that automatically every time you travel. No exceptions. No blackout dates. And over 100+ unique destinations to explore.
It's the only Pass you'll need for all the savings you want. Check it out here.

No. However, we do offer the OurBus SuperSaver Pass, which allows you to save $15 on every trip. That's $15 you can use to make a few more memories next time you travel. Check it out here.

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.

All infants and children, regardless of age, and regardless of whether they sit on the parent's lap, must have a separate ticket. A car seat can be brought, if required. Whether infants are allowed to sit on a parent's lap on the bus is subject to the policies of the individual bus company operating your trip. Please follow directions from the driver of your trip.

For savings on your travel, we recommend families traveling with children to look into the OurBus SuperSaver pass, which provides a discount of $15, per person, per trip.

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.

Welcome aboard! We're happy to announce that every passenger can bring along 1 large luggage weighing up to 50 lbs and 1 hand bag.

If you need more room for your belongings, we recommend purchasing an extra ticket which will allow you to bring an additional suitcase and a hand bag. Please note that any carry-on bags will be considered a suitcase due to the limited space in our overhead racks. We appreciate your choice to travel with us!

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.

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.

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.

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.

For beverages, only containers with screw-on top are allowed. No alcoholic drinks. This is to prevent accidental spills and minimize the risk of liquid substances causing damage to the bus or inconvenience to other passengers.

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.

Please be aware that only the ticket price of your current booking will be credited and will not cover the booking, fuel surcharge, and facility fee.

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 reschedule your original ticket(date of travel and departure time only) on our website by choosing the reschedule button on your passes or your ticket. If the transaction amount is higher than your available Wallet credits, then you can pay the difference via the available payment methods. In cases where the transaction amount is lesser, the balance will be stored in your Wallet for future use.

Please be aware that only the ticket price of your current booking will be credited and will not cover the booking, fuel surcharge, and facility fee.

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

The Best Bus ticket can not be rescheduled.

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.

Only connections that are booked as one ticket on the OurBus platform are guaranteed.

You must allow at least 2 hours between the scheduled bus arrival and the boarding time of your flight to allow for potential traffic delays, airport security, and walking time through the airport. We strongly discourage booking an itinerary with a shorter connection time and make no guarantees that passengers with a shorter connecting time will catch their flight.

Passengers may travel with a wheelchair on all routes. Some bus companies--those that provide fixed-route service, other than certain small mixed-service operators--operate all trips with lift-equipped motor-coaches, and no advance arrangements are required to be assured of accessible service. Other bus companies--those that operate demand-responsive service and certain small mixed-service operators providing fixed-route service--may not operate lift-equipped motorcoaches unless provided with 48 hours advance notice. To help make your travel experience more comfortable, we recommend that you let us know about your need for wheelchair assistance as far in advance as possible, or at least 48 hours before you plan to travel. This will help our customer service team determine if advance notice must be provided to the bus operator, and if notice must be provided, to provide notice to the bus operator on your behalf. You may also contact the bus operator directly. Should you have any questions, please call us at 844-800-6828 or begin a chat with us. If you are booking your trip now, you can make a request for wheelchair assistance by filling out the form on the website while booking the ticket.

If you prefer to sit in your wheelchair during the trip, a wheelchair lift will raise both you and your wheelchair into the motorcoach.
If you intend to use a regular seat, the bus operator will store your standard mobility device in the baggage compartment free of any charges.

Upon receiving your request for wheelchair assistance at least 48 hours before your preferred travel time, we contact the bus operator and request an accessible vehicle if required. The minimum standards for lifts are to carry mobility devices which do not exceed 30 inches by 48 inches, and which weigh, when occupied, no more than 600 pounds.