Burlington Trailways operates its transit services without regard to disability according to the Americans with Disabilities Act of 1990 (ADA). Any person who believes she or he has been affected by any unlawful discriminatory practice under ADA may file a complaint with Burlington Trailways’ Customer Concerns Manager Christina Brooks.
Click Here to download the ADA Complaint Form.
Passengers with Disabilities
Our goal here at Burlington Trailways is to make your travel a safe and pleasant experience. Our passengers with disabilities expect and deserve the same service as our customers without disabilities. Burlington Trailways Drivers and customer service representatives are available to assist passengers with disabilities with any requested assistance that is reasonable. We will provide assistance with boarding, de-boarding, stowing and transferring luggage. We will also provide assistance with storage and retrieval of some mobility devices.
It will assist our team in helping you if you follow a few simple requests that are not required, but will help immensely.
Contact our customer service representatives at 800-992-4618 for information and purchase your ticket as early as possible when planning your trip. We have a reservation system in place and if you are in need of a lift bus it is very possible we may not have enough vacant seats to move to accommodate your mobility device.
When purchasing your ticket let the on duty agent know that assistance is needed and if you are traveling with a mobility device. Also, make the drivers and customer service personnel aware of what assistance you require during your trip.
Please arrive on time for your scheduled departure. We ask that all passengers arrive at opened terminals at least 30 minutes prior to departure.
Traveling in a Wheelchair or Scooter
The combined weight of the passenger and mobility device cannot exceed 660 pounds, and the device cannot be more than 30 inches wide and 48 inches in height per manufacturers specifications. Any wheelchair or scooter that exceeds the above specifications will not be accepted for safety reasons.
Storing and Handling Mobility Devices
For the safety of all Burlington Trailways employees and your mobility device, we are not able to store any mobility device under the bus that exceeds 33″ x 33″ x 48″, and nothing more than 100 pounds. If a wheelchair does not exceed these restrictions we will be happy to store it under the bus if it can be done so safely.
Traveling with a Service Animal
Passengers with disabilities traveling on Burlington Trailways who use legitimate service animals are welcome to do so as long as the animal is in the control of the owner at all times. The service animal must be kept on a leash, or in a harness or carrier. The service animal cannot travel in the aisle or occupy a seat, and must be kept within the passenger’s space. The passenger is responsible for the animal. Burlington Trailways reserves the right to refuse any animal that poses a threat to the health or safety of other passengers or employees, or the safe operation of the motorcoach.
Oxygen and Medication
If you are a passenger that uses portable oxygen or a respirator you can have 2 canisters of oxygen aboard the bus and 2 canisters in the baggage compartment. The canister’s cannot exceed 26 inches in height or 4.5 inches in diameter. Oxygen canisters stored in the baggage compartment must have safety caps on the valves.
Always keep your medicine with you at all times, and do NOT put it in your baggage stored in the baggage compartment under the bus. Burlington Trailways is NOT responsible for lost medications.
Assistance at Stops
Burlington Trailways employees will be happy to assist you with any reasonable assistance at stops. Please remind the driver or customer service representative what assistance you require.
Burlington Trailways is committed to protecting your rights. if you feel your rights as a person with a disability under the American with Disability Act (ADA) were violated and would like to file a complaint, please send a written statement to:
PO Box 531
West Burlington, IA 52655
Please include a copy of your ticket receipt and itinerary and a detailed description of the incident including the date, time and location, as well as names of any Burlington Trailways employees who failed to provide appropriate assistance.