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Customer Rights

US Coachways Customer Bill of Rights

At US Coachways, we have been innovative leaders in the charter bus rental industry for more than three decades. We've built our business with a commitment to the needs of our customers, always striving to ensure the best transportation experience. At US Coachways, we believe:

  • Upfront Pricing

    You have the right to upfront pricing. All potential fees will be disclosed in writing at point-of-sale, and shall be included in the terms and conditions of the contract. Because US Coachways works on a first-come, first- served basis, prices may be subject to change based on availability. If a price increases after a contract has been signed, you shall be informed of the increase and shall have the right to cancel the contract without incurring any cancellation fee. This right of cancellation does not apply, however, when the cost increases are the result of changes that you have made to the itinerary. See Terms and Conditions for more details.

  • Punctuality Promise

    You have a right to a timely pickup. If US Coachways is more than 30 minutes late picking you up, we will refund 5% for every 30-minute-period thereafter, up to a maximum of 20% of the charter cost. See Terms and Conditions for more details.

  • Professional Driver Promise

    You have the right to a professional and courteous driver. All vendor bus company drivers have to abide by Federal and State guidelines for driving and safety skills. In addition, all drivers shall have a thorough knowledge of your itinerary and shall exercise professionalism and courtesy at all times. If it is found that your driver failed to meet any of our standards, US Coachways will refund 5% of cost of your charter, up to $500. See Terms and Conditions for details of our investigative process.

  • Amenity Assurance

    You have the right to a coach where all amenities function properly. If any amenity on your charter bus malfunctions (heat or air conditioning, restroom facilities, radio, television, ADA Lifts and PA system), US Coachways will endeavor to either fix the problem or provide you with a replacement bus with as little disruption to your itinerary as possible. In addition, you shall be entitled to a refund up to 5% of the total charter cost for each day the amenity was not functioning, up to 20% of the total charter cost.

  • Premier Services

    You have a right to contract for premium services. However, US Coachways reserves the right to deny any request for premier services based on availability of amenities at the time a charter bus is contracted. In addition, premier services will not be available for any Saturday trips where the date of departure is less than 30 days from the date of booking, unless the departure date is in December, January or February. See Terms and Conditions for more details.