Our Commitment to our Employees & Passengers

As the Coronavirus continues to make its way through our Midwest service area, and continues to spread throughout the United States, Burlington Trailways remains committed in our efforts to keep all of our customers and employees safe, while being proactive in our measures to prepare for the spread of more cases locally.

The Transportation Security Administration (TSA) requires proper wearing of face masks, per federal law. Face masks are to be worn at all times. Failure to comply will result in denial of boarding or removal, and may result in penalties.

The Centers for Disease Control and Prevention (CDC) has issued an order* that requires face masks to be worn by all passengers while on public transportation. People must wear masks that completely cover both the mouth and nose while awaiting, boarding, disembarking, or traveling on buses as they are traveling into, within, or out of the United States and U.S. territories. People must also wear masks while at transportation hubs (e.g., airports, bus or ferry terminals, train and subway stations, seaports) and other locations where people board public transportation in the United States and U.S. territories.

Burlington Trailways will use best efforts to ensure that any person on the conveyance wears a mask when boarding, disembarking, and for the duration of travel or while entering or on the premises of the transportation hub. Passengers must bring their own face masks.


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.


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 and CDC guidelines. Enforcing these mandates 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 order.




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 January 12, 2021 and May 31, 2021 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 20 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 MaY 31, 2021. 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 needs 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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