Our Commitment to our Employees & Passengers

Burlington Trailways remains committed in our efforts to keep all of our customers and employees safe. As an operator of public transportation conveyances, Burlington Trailways is governed by the Transportation Security Administration (TSA) Security Directive #SD 1582/84-21-01B. This Security Directive requires every person on the conveyance to wear a mask when boarding the motorcoach, disembarking the motorcoach, for the duration of travel on the motorcoach, while entering or on the premises of the transportation hub, and while within boarding and disembarking areas. Passengers must bring their own face masks. Failure to comply will result in denial of boarding or removal, and may result in federal penalties.


Depending on the circumstances, Burlington Trailways must take the following actions:

  • Board/allow entry only people who wear masks*;
  • instruct people that wearing a mask on the conveyance/premises is a requirement of federal law and that not complying with the requirement is a violation of federal law;
  • monitor the conveyance/premises for any person who is not wearing a mask and seek compliance from such a person;
  • at the earliest safe opportunity, disembark/remove from premises any person who refuses to comply; and
  • notify people of the requirement to make sure they aware of and comply with the requirement to wear a mask.


People are not required to wear a mask under the following circumstances:

  • while eating, drinking, or taking medication for brief periods of time;
  • while communicating, for brief periods of time, with a person who is hearing impaired when the ability to see the mouth is essential for communication;
  • if unconscious (for reasons other than sleeping), incapacitated, unable to be awakened, or otherwise unable to remove the mask without assistance; or
  • when necessary to temporarily remove the mask to verify one’s identity when asked to do so by the company agent or any law enforcement official.
  • In outdoor areas of conveyances (if such outdoor areas exist on the conveyance) or while outdoors at transportation hubs.


The following categories of people are exempt from the requirement to wear a mask:

  • A child under the age of 2 years;
  • A person with a disability who cannot wear a mask, or cannot safely wear a mask, for reasons related to the disability. 
    • A travel waiver must be obtained from Trailways prior to traveling. For more information regarding how to obtain a waiver, please click here.
  • A person for whom wearing a mask would create a risk to workplace health, safety, or job duty as determined by the relevant workplace safety guidelines or federal regulations.

As an operator of public conveyances, Burlington Trailways will enforce TSA directives. Enforcing these directives supersedes previous face mask policies released by Burlington Trailways. Burlington Trailways reserves the right to refuse service to any passenger that refuses to adhere to this directive.


If you have an active positive COVID-19 test, have been told to quarantine by a medical professional, are showing any flu-like symptoms, have a fever or are feeling sick, we urge you to stay home. Other symptoms of COVID-19 may include shortness of breath, chills, muscle pain and new loss of taste or smell. Service may be denied to any passenger if Burlington Trailways becomes aware of the passenger possessing any of the previously mentioned symptoms, an active positive COVID-19 test result, or a quarantine recommended by a medical professional.

We strongly encourage passengers to wash their hands with soap and water for at least 20 seconds at scheduled break stops. You can read more about the prevention and treatment of the Coronavirus here.

Burlington Trailways will waive the re-issue fee for tickets with a listed date of travel occurring between August 26, 2021 and January 18, 2022 for customers citing Covid-19 concerns if the ticket is a Burlington Trailways ticket and the customer contacts us regarding reissuing of tickets before the date and time of travel that is listed on the ticket or at the time of travel and the bus has 27 or more people on board.  (Refer to the ticket# at the bottom of the ticket. If this number begins with 134, it is a Burlington Trailways ticket.) Just call 1-800-992-4618 and select option 2 prior to the scheduled departure date/time listed on your ticket to have this completed. Please follow CDC guidelines of being symptom free for proper travel.

If the ticket is not a Burlington Trailways ticket, please contact the company where you bought the ticket (, Greyhound, Wanderu, etc.) regarding their current re-issue policy. For tickets, customers should call Trailways Customer Care at 1-800-858-8555 for assistance.

The reissued travel date must occur on or before January 18, 2022. Customers will be responsible for paying any increase in ticket price. There will be no refund if the new ticket price is less than the original ticket price. Please call 1-800-992-4618 or email for any questions or concerns.

Tickets at Non-Depot or Closed Locations
Any passengers intending to buy tickets with cash at a non-depot location or any locations temporarily closed for ticket sales need to have exact change when paying drivers. Change will not be provided by drivers.


Cleaning Precautions

There are currently no restrictions on interstate travel in the U.S., and we are working with other carriers to ensure a consistent response and practice among interstate motor carriers. We are following the recommendations of both state and federal healthcare agencies and professionals regarding the coronavirus (COVID-19) and are taking extra precautions while cleaning our motorcoaches between trips.

Our staff is paying close attention to handrails for entering and exiting the vehicle, arm rests, head rests, windowsills, door handles, etc. while cleaning and using approved disinfectants on a regular basis.

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