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How may we assist you?

Our goal is to make your travel on Boston Express a safe, pleasant and convenient experience. 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, stowage and retrieval of mobility devices. 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.

Keys to a Successful Trip

Assistance is available to customers with disabilities when they travel within the Boston Express system. Boston Express will ensure that adequate time will be provided to allow individuals with disabilities to complete boarding and disembarking of our vehicles.  Please inform our employees of your needs during your trip by calling 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

Assistance in Boarding

Please arrive 15-30 minutes before departure as seating is on a first-come, first-board basis.  We will make every effort to help you if such an accommodation will not delay departure of the schedule on which you wish to travel.  Please note that all Boston Express coaches are wheelchair lift-equipped.

Boston Express allows any passenger who uses a lift or ramp to board or disembark the vehicle at any designated stop unless the lift or ramp cannot be deployed, the lift or ramp will be damaged if it is deployed, or temporary conditions preclude the safe use of the stop by all passengers.

Lift-equipped bus:  When using a wheelchair lift-equipped bus, the combined weight of the customer and mobility aid cannot exceed the design capacity of the lift.  Boston Express operates two different models with design capacities of between 660 lbs (Braun WCL) and 700 lbs (Ricon WCL). The mobility aid can be no more than 30 inches wide and 48 inches in height.

Reasonable Modification Policy

Boston Express operates its programs and services in compliance with Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices (49 CRFR Parts 27 and 37) to ensure that people with disabilities have equal access to our services.  Any person who believes they may have been aggrieved by any unlawful discriminatory practice under this act may file a complaint.

We provide reasonable modification of policy and practice upon request to ensure that our transportation services are accessible to people with disabilities.


Interline Trips

All of Boston Express' motor coaches are equipped with lifts and securement areas for mobilities devices.  Boston Express does not require advance notice from passengers who need to use the lift for access into the bus, although it is appreciated if possible.  However, passengers who are planning on an interline trip (changing from a Boston Express bus to a bus operated by another company) beyond Boston Express' fixed-route system are advised of the following:

Small, fixed route, over-the-road carriers, not inclusive of Boston Express, may require a 48-hour advance notice in order to provide an accessible bus and, if there is less than 48 hours when booking the trip, there is a possibility that an accessible bus may not be available at the transfer point in order for passengers to complete the subsequent leg of their trip.  Boston Express will make every attempt to notify smaller carriers as soon as it is known that lift services are needed for boarding at these transfer points.

Traveling Alone or With a Personal Care Attendant (PCA)

You may travel alone on Boston Express if you can travel independently and do not require assistance of a personal nature, which Boston Express personnel and its contractors are not required to provide. If you require assistance that we cannot provide, you may wish to include a personal care attendant (PCA) in your travel plans.

At Boston Express, your attendant may be issued a 50 percent discounted ticket to travel with you. Boston Express reserves the right to invoke and/or modify program qualifications and qualification guidelines for participation in this program.

PCA Program Guidelines

  • Participation in the PCA program is based on assistance requested and not a customer's disability.
  • Request for a PCA ticket cannot be combined with any other Boston Express reduced fare offer which prohibits the issuance of such ticket.
  • PCA must provide picture identification for ticket to be issued.
  • PCA must be capable of providing the assistance and be at least 12 years of age.
  • PCA must sign for tickets at the point of issuance.
  • PCA ticket will be issued for the entire length of trip.
  • If the PCA ticket is lost prior to departure or en route, the PCA must purchase a new ticket at the applicable fare.
  • The customer and PCA must travel the entire trip together.

Storing and Handling Your Mobility Aid

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. If an item placed in the baggage compartment is damaged or lost, a maximum reimbursement of $250 is allowed per adult ticket purchased. The maximum dimension of the baggage compartment is 33 inches x 33 inches x 48 inches. The maximum weight limit for mobility aids is 200 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.

Traveling With Your Service Animal

At Boston Express, 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 animal must ride in the bus within the customer's space. Service animals may not travel in the aisle or occupy a seat. Boston Express reserves the right to refuse passage to any animal that poses a direct threat to the health and safety of other customers or Boston Express personnel.

Oxygen / Respirators

Portable oxygen and respirators may accompany you on Boston Express. 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. Reminder: Always keep your medicine with you. Do not leave it in your checked baggage.

Frequently Asked Questions

What if I need assistance during my trip?

Please notify Boston Express of your need for assistance by speaking to any available ticket agent or driver or by calling our Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

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 or other Boston Express personnel may ask the seated customer to move. 

Does the bus driver make stop announcements?

It is Boston Express Policy that the Boston Express Route Operator make stop announcement at each destination along the schedule route.

Your Rights as a Customer

Upon request to Boston Express personnel, assistance will be provided to you for reasonable requests. Boston Express is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a Boston Express customer, please call us promptly at 1-800-639-8080 (TTY Relay:  711 or 1-800-735-2964). If you feel that your rights as a person with a disability under the Americans with Disabilities Act (ADA) were violated and would like to file a formal complaint, please send a written statement to:

Boston Express Bus
ADA Compliance Office
7 Langdon Street
Concord, NH 03301

Please include your ticket showing your travel itinerary, a detailed description of the incident, including: the bus schedule number, date, time and location, as well as the names(s) and/or description(s) of any Boston Express personnel or contractors you believe did not provide you appropriate assistance.

To arrange assistance for travel within the Boston Express system, please call our Customer Information Center at 1-800-639-8080 (TTY Relay:  711 or 1-800-735-2964).