How may we assist you?

Booking a lift-equipped coach

Requesting Assistance with Other Disabilities

Traveling Alone or With a Personal Care Attendant (PCA)

Storing and Handling Your Mobility Aid

Assistance at Rest Stops

Traveling With Your Service Animal

Oxygen / Respirators

Frequently Asked Questions

Your Rights as a Customer

We at StarLine Coach encourage passengers with disabilities to travel with us. We are here to meet the transportation needs of all our passengers with the respect and dignity which you deserve. Our drivers, customer service personnel and contractors are available to meet the needs of customers with disabilities. We provide assistance with boarding and de-boarding buses, luggage, transfers, and stowage and retrieval of mobility devices. This service is provided during transfers, meal and rest stops and other times as reasonably requested. 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.

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If you wish to reserve a lift-equipped bus, please purchase your ticket at least 48 hours prior to your departure.

If you do not provide 48-hour advance notice, StarLine must make a reasonable effort to provide a lift-equipped coach if such an accommodation will not delay departure of the schedule on which you wish to travel.

You can purchase your ticket and request a lift-equipped bus by calling customer service: 646-859-2288.

Note: To board a lift-equipped bus, the combined weight of the customer and mobility aid cannot exceed 600 pounds. The mobility aid can be no more than 30 inches wide and 48 inches in height.

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If you are traveling with a mobility device but do not need a lift-equipped bus or you need assistance due to another disability, we will do our best to accommodate you.

To better assist you, please make us aware of your needs at the time you book your ticket. You can purchase your ticket and request a lift-equipped bus by calling customer service: 646-859-2288.

Note: This service request option is provided as a courtesy to our customers. Except for lift-equipped service, no advance notice is required to accommodate passengers with disabilities. This includes those traveling with oxygen or service animals.

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You may travel alone on StarLine if you can travel independently and do not require assistance of a personal nature, which StarLine personnel and its contractors are not required to provide. If you are unable to attend to your own personal needs and/or require assistance that StarLine Coach employees or contractors are not required to provide, then we encourage you to consider traveling with a personal care attendant (PCA). Please inform the StarLine Coach reservationist that you will be traveling with a (PCA) at the time of reservation. We will then reserve two adjoining seats for you and your (PCA) on the bus that you are scheduled to travel on.

Note: Services which StarLine personnel are not required to provide include: help with toileting, eating or dressing, taking or reminding to take medication, walking or caring for service animals, and lifting passengers between wheelchairs and seats.

Reminder: Always keep your medicine with you. Do not leave it in your checked baggage.

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Your mobility aid(s) may travel inside the bus 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.

Ask a customer service agent for a claim check if your mobility aid is stowed in the baggage compartment. If an item placed in the baggage compartment is damaged or lost, a maximum reimbursement of $250 is allowed per adult ticket purchased.

Claims for damaged mobility aids must be filed within seven (7) days of completing your trip. Claims for loss must be filed within a 30-day period after traveling. Claims received after this time period will not be considered for reimbursement.

The maximum dimension of the baggage compartment is 33 inches x 33 inches x 48 inches. The maximum weight limit for mobility aids is 250 pounds. Mobility aids that exceed these dimensions and/or weight limits will not be accepted. Please allow sufficient time for the stowing of any mobility aid; this will assist in preventing delays in the departure of the bus.

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When the bus is at a scheduled stop, you may request that our personnel and/or contractor assist you with any reasonable request.

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At StarLine Coach, customers with disabilities accompanied by a service animal are welcome. The service animal is the responsibility of its owner and must be under the control of its owner at all times (i.e., leash, harness or carrier). The service dog must ride in the bus within the customer's space. The service dog may not travel in the aisle or occupy a seat. StarLine Coach reserves the right to refuse passage to any service dog that poses a direct threat to the health and safety of other customers, StarLine Coach personnel or contractors.

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Portable oxygen and respirators may accompany you on StarLine Coach. A maximum of four (4) canisters may travel with the customer - two (2) aboard the bus and two (2) in the baggage compartment. 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. Oxygen canisters to be stored in the baggage compartment must be in protective cases with safety caps on the valves.

Passengers are welcome to travel with Portable Oxygen Concentrators but are responsible for ensuring that they have enough battery power to complete their travel. When booking your travel, please inquire if the coach will have electrical outlets. If so, you will still need a backup supply of battery power.

Note: The Maximum limit on medical oxygen canisters carried in cargo is 99 pounds. As we may not exceed this Federal regulatory limit, passengers bringing oxygen containers will be accommodated on a first come, first serve basis.

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Why should I call StarLine Coach 48-hours in advance of my trip?

With 48-hour advance notification, StarLine Coach can meet the service needs of all customers with disabilities, including people who use wheelchairs. This advance notice is in accordance with federal guidelines and allows us to make the necessary arrangements to provide requested assistance.

What is done with the information I provide? Our phone operators will use the information about your travel needs and schedule to arrange assistance by company personnel or contractors at your point of departure, meal and rest stops, and your final destination.

What if I do not provide a 48-hour advance notification?

StarLine Coach will make every reasonable effort to accommodate you without significantly delaying the bus schedule on which you wish to travel.

What if I need assistance during my trip?

Please notify StarLine Coach or its contractors of your need for assistance at each location. Even if you contacted the StarLine Reservationist, you must make StarLine Coach or its contractors aware of your need for assistance throughout your entire trip.

Do I have to provide proof of my disability?

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.

Can I request priority seating?

Priority seating is available for the elderly and customers with disabilities. 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 securement areas are designated as priority seating. If these seats are occupied, the driver, other StarLine Coach 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.

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Upon request to StarLine Coach personnel or its contractors, assistance will be provided to you for reasonable requests. StarLine Coach is committed to protecting your rights. If you would like to speak to someone about your needs or rights as an StarLine Coach customer, please call us promptly at 646-859-2288. If you feel that your rights as a person with a disability under the Americans with Disabilities Act (ADA) were violated and you would like to file a formal complaint, please send email to help@starlinecoach.com.

Please include a copy of your ticket along with a detailed description of the incident, including: the bus number, date, time and location, as well as the names(s) and/or description(s) of any StarLine Coach personnel or contractors you believe did not provide you appropriate assistance.

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