GoBus Rider's Guide

Thanks for riding with us! The following information is here to help you have the best experince possible riding GoBus.

 

Ticket & Travel Information


When We Operate
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GoBus operates 7 days a week, 365 days a year. (This inculdes all holidays.)

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Purchase Options.

Purching a GoBus ticket is easy. We offer four ways to purchase a ticket.


Buy Online. 
Purchase your tickets any time online through Lakefront Lines' secure server. Then print your tickets directly from your home printer. Tickets can be purchased up to 30 minutes prior to the scheduled departure time. Purchase your ticket online now

If you purchase your ticket online, please print it out ahead of time. Stop locations will NOT be able to print your ticket for you. (Even if you bring it on a flash drive or CD.)

If you are having trouble printing your ticket, please call our toll free number
888- 95-GOBUS (888-954-6287) M-F 9am to 5pm.

Traveling beyond the GoBus route on Greyhound? Purchase your tickets through Greyhound (including your GoBus ticket). Greyhound.com


Buy at Ticketing Locations.

Stop by any of our ticketing locations to purchase tickets with cash or by credit card. Go here for a complete list of ticketing locations.


From the Bus Driver.
Tickets can be purchased from the bus driver when boarding the bus, provided there are seats available.

Important Information:

  • Cash is accepted ONLY if seats are available
  • Passengers with advance purchase tickets board first.
  • Please pay the driver as you board the bus.
  • The driver can only take cash. Exact change is necessary - Drivers do not carry change.
  • Passengers must purchase a ticket from each driver for trips that require a bus transfer.

The final one-way ticket price with tax and fees:

 

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Fares
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Commuter Passes
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10 one way tickets for $50 (that's only $5 one way!) The tickets are good for one month from the time of purchase. Commuter tickets can be purchased only through our toll free number: 888-95-GOBUS.

**NOTICE** We have temporary stopped selling commuter passes. We are in the process of updating our system. We will resume selling the passes in 2014.

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Discounts and Promotional Fares
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GoBus currently does not offer any discount rates other than our $10 and $5 fare.
If in the future, we have to raise our prices we may offer discounted rates for children, seniors, students, military, and veterans.

Children 5 years old and younger ride for free. They do not need a ticket to board the bus. (See "Children Traveling" section for more information about traveling with a child.)

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Continuing Service Tickets
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GoBus makes traveling by bus even easier by offering continuing service tickets on Greyhound Lines when tickets are purchased online or at one of our ticketing locations.

Traveling beyond the GoBus route on Greyhound? Purchase your tickets through Greyhound (including your GoBus ticket). Greyhound.com

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Passengers with tickets will be boared first
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Passengers who have purchased tickets in advance online, from one of our ticketing locations, or over the phone will be boarded first. Passengers with cash will be able to purchase a ticket from the driver if seats are available.

We recommend purchasing your ticket in advance – especially if you are traveling on a Friday, Sunday, or in conjunction with a holiday.

We make every effort to have a seat available for passengers holding a pre-purchased ticket. While purchasing a ticket in advance helps to ensure a seat is available, it is not a guarantee.

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Refunds and Exchanges


Ticket Refunds
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GoBus tickets purchased through the GoBus website are refundable. To request a refund, mail your original unused ticket to:

GoBus Ticket Refund
PO Box 81172
Cleveland, OH 44181

Please include your name, mailing address, the reason you are requesting a refund, and how you would like us to issue your refund.

Refunds can be issued in the following ways:

Online Credit. A credit will be issued to your online account. This credit will be applied to your next online ticket purchase. Please note: Customers who wish to receive a refund by credit may be subject to a 10% cancellation fee. Service fees and sales tax are not refundable.

Refund by Check. A refund will be issued in the form of a check and mailed to the address provided. Please note: Customers who wish to receive a refund by check may be subject to a 20% cancellation fee. Service fees and sales tax are not refundable.

GoBus Tickets purchased through Greyhound’s website, Greyhound ticketing counter, or GoBus ticketing location are refundable through Greyhound. Mail your unused original ticket to: Greyhound Lines, Inc., P.O. Box 660691, MS 470, Dallas, TX 75266-0691. Please include your name, mailing address, and why you are requesting a refund.

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Ticket Exchanges
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GoBus tickets are good ONLY for the date and time printed on the ticket and cannot be exchanged for another date. If you have an unused or expired ticket you can receive a refund (see instructions above).

For more information call our toll free number Monday through Friday 9am to 5pm
888-95-GoBus (888-954-6287)

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How to Ride


Getting On the Bus
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Please arrive at least 15 minutes prior to the scheduled departure time to ensure you have enough time to locate the correct location to wait for the bus and to ensure the bus leaves on time.

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Passengers with tickets will be boared first
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Passengers who have purchased tickets in advance online, from one of our ticketing locations, or over the phone will be boarded first. Passengers with cash will be able to purchase a ticket from the driver only if seats are available.

We make every effort to have a seat available for passengers holding a pre-purchased ticket. While purchasing a ticket in advance helps to ensure a seat is available, it is not a guarantee.

We recommend purchasing your ticket in advance – especially if you are traveling on a Friday, Sunday, or in conjunction with a holiday.

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Along the Way
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Our buses are equipped with air conditioning, wireless internet access, outlets, an on-board restroom, reclining seats with headrests, footrests, and tinted windows. Feel free to bring reading material, radio headsets, and a small pillow for your comfort. Food and non-alcoholic beverages may be carried on board for personal consumption.

Radios, laptops, and other electronic items my be carried on board, provided they do not disturb fellow passengers and that headphones are used. Most of our buses features free wireless internet connection and electrical outlets at every seat.

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Customers with Disabilities
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Customers with disabilities who need travel assistance should call 888-95-GOBUS (888-954-6287) as far in advance as possible. GoBus will be better able to help you during your trip if we know in advance that you are coming and what your needs are. (See "Customers with Disabilities" section for more information.)

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Children Traveling.

Any passenger under the age of 8 must be accompanied by another passenger at least 15 years of age or older at all times. Passengers between the ages of 8 and 14 may travel unaccompanied at full adult fare when certain conditions are met in their entirety.

If any of the below conditions are not met, then the passenger must be accompanied by a passenger at least 15 years of age or older in order to travel.

  1. The passenger's trip will begin and end on the same schedule (no transfers)
  2. The passenger's trip will be no longer than five (5) hours in duration.
  3. The child's parent or legal guardian must contact GoBus at 888-95-GoBus (888-954-6287) at least 24 hours in advance of travel date.
  4. Parent, Guardian or Legal Custodian of the child must complete and sign the Unaccompanied Child Form authorizing the child to make the trip. This form specifically names the person authorizing the trip and the person meeting the child at the destination station and the telephone number(s) at which this person may be contacted. It also provides an emergency contact name and telephone number in the event it is needed. The form can be downloaded here and emailed or faxed to Lakefront lines or handed to the driver as the passenger boards the bus. Download Unaccompanied Child Form
  5. In order for the child to be released at the destination, the person named on the Unaccompanied Child Form as the one meeting the child must have positive picture identification, such as a driver's license or state issued identification card, and provide such to the agent at the destination station. Without such identification, the child will be released into the custody of Child Protective Services or to local law enforcement officials in the destination city.

Child Tickets.
Children 5 years old and younger ride for free. They do not need a ticket to board the bus. Children 6 years and older must have a ticket to board the bus. Young children must be accompanied by an adult at all times.

Child Safety Seats.
Customers are welcome to use child safety seats on GoBus. However, if the bus is full the seat space may need to be purchased. You should ensure that your child seat has been approved for use in a motor vehicle, and is used in accordance with the manufacturer's instructions.

It is your responsibility to secure the child seat to the bus seat with strapping or webbing that is approved by the child seat manufacturer. You are responsible for providing the strapping or the webbing. You should also secure your child in the child seat with a manufacturer-approved lap and/or shoulder belt/harness. GoBus does not provide lap and/or shoulder belts/harnesses.

If you need travel assistance should call 888-95-GOBUS (888-954-6287) as far in advance as possible. GoBus will be better able to help you during your trip if we know in advance that you are coming and what your needs are.

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Onboard Restrictions
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All passengers should remain seated while the bus is in motion. For everyone's safety and comfort, we ask passengers to follow certain restrictions while on board. No smoking. No alcohol. No illegal drugs. No weapons. No unruly behavior.

Photography, video, or audio recording of GoBus and Lakefront Lines personnel, equipment, or procedures is prohibited.

No dogs, cats, birds, or other animals will be transported. However, a service animal, trained for the purpose of accompanying a person with disabilities and will be permitted to travel at no additional charge.

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Traveling with a Bicycle
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GoBus is able to transport bicycles. Many of our buses are equipped with a bicycle rack. If a bicycle rack is not available or is full, bicycles will be checked and will be placed in the luggage compartment. Call for more information.

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Passenger Expectations
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Disruptive passengers will not be tolerated on GoBus. Unruly behavior is unfair to other passengers and a distraction to the driver. In the event that a passenger is disruptive the driver will request that the problem passenger cease the behavior immediately. Passengers who continue objectionable behavior will be reported to the dispatcher (who may contact law enforcement officials) and be taken to the nearest public place and asked to leave the bus. Disruptive behavior may result in denial of future service.

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Customers with Disabilities.


How may we assist you
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Our goal is to make your travel on GoBus a safe, pleasant and convenient experience. Our drivers, customer service personnel and contractors are available to meet the needs of customers with disabilities. We are available to provide any requested assistance which is reasonable. The types of assistance that we are more frequently asked to provide involve boarding and de-boarding, luggage, transfers, and stowage and retrieval of wheeled mobility devices. This service is provided during transfers and rest stops and other times as reasonably requested. We are happy to assist you whether you are traveling alone, using various wheeled mobility devices, or being accompanied by a service animal.

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Keys to a Successful Trip
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Assistance is available to customers with disabilities when they travel on GoBus and Greyhound. There are four important steps that will help us serve you better:

  1. Contact GoBus at 888-95-GOBUS (888-954-6287) as far in advance as possible. GoBus will be better ablable to help you during your trip if we know in advance that you are coming and what your needs are.
  2. If you are traveling with Greyhound in addition to your GoBus trip contact the Greyhound Customers with Disabilities Travel Assistance Line at 1-800-752-4841 as far in advance as possible.
  3. When booking your trip in a terminal or ticketing agent, please let us know you need assistance and if you will be traveling in a wheeled mobility device. When booking your trip online, please contact us by calling 888-95-GOBUS (888-954-6287) or make sure to self-select as a passenger traveling in a wheeled mobility device if that is the case. If you purchase your ticket over the phone or through any other means, let us know that you are traveling with a wheeled mobility device.
  4. Arrive on time for your selected schedule.
  5. Inform the driver of your needs during your trip.
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Assistance in Boarding and De-Boarding
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GoBus and Greyhound personnel can assist with getting on and off the bus, including help with luggage and storage and retrieval of wheeled mobility devices. Please ask your driver or a customer service representative at the terminal or stop for assistance and remind the driver during your trip if you require assistance. GoBus and Greyhound will grant all requests which are reasonable and safe.

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Storing and Handling Your Wheeled Mobility Device
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If a customer decides not to travel in his/her wheeled mobility device, it may be stored inside the bus if it fits and can be safely stowed. Wheeled mobility devices that cannot be safely stowed inside the bus will be placed in the baggage compartment, if possible. You must ask a customer service agent for a claim check if your wheeled mobility device is stowed in the baggage compartment.

The maximum dimension of the baggage compartment is 33” x 33” x 48”. The maximum weight limit for wheeled mobility devices is 200 pounds. Wheeled mobility devices that exceed these dimensions and/or weight limit will not be accepted. Please allow sufficient time for stowing any wheeled mobility devices. This will assist in preventing delays in the departure of the bus.

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Traveling in a Wheeled Mobility Device
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The combined weight of the customer and wheeled mobility device cannot exceed 600 pounds and the wheeled mobility device can be no more than 30 inches wide and 48 inches in height per manufacturer specifications for most buses operated by GoBus and Greyhound. GoBus strongly recommends that you contact us at 888-95-GOBUS (888-954-6287) as far in advance as possible if you will be traveling in your wheeled mobility device. Each bus has limited seating capacity for all customers and can only accommodate two passengers traveling in wheeled mobility devices.

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Traveling Alone
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You may travel alone on GoBus only if you are able to travel independently and do not require assistance of a personal nature such as help using the restroom, dispensing medication or constant care during travel. GoBus is not required to provide this type of assistance. If you require assistance that we cannot provide, you may wish to include a personal care attendant (PCA) in your travel plans.

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Assistance at Stops
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GoBus will assist you with any reasonable request during a stop. You should remind the driver or customer service personnel (if present) that you need assistance and the type of assistance you require.

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Traveling With Your Service Animal
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Customers with disabilities accompanied by a legitimate 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 whether by leash, harness or carrier. The service animal must ride in the bus within the customer's space. The service animal may not travel in the aisle or occupy a seat. GoBus reserves the right to refuse passage to any service animal that poses a direct threat to the health and safety of other customers, GoBus personnel or contractors.

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Oxygen / Respirators / Medication
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Portable oxygen and respirators may accompany you on GoBus. 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” H x 26” L. 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 stored in the baggage compartment must be in protective cases with safety caps on the valves.

Always keep your medicine with you on the bus. Do not put it in your checked baggage. GoBus is not responsible for lost medication.

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Frequently Asked Questions
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Why should I call GoBus in advance of my trip?
With advance notification, GoBus can better meet the service needs of all customers with disabilities, including people who travel in wheeled mobility devices. Advanced notice is not required, including for a lift-equipped bus for those who wish to travel in a wheeled mobility device; however, each bus can only accommodate two passengers traveling in a wheeled mobility device and there are capacity limitations on every bus for all passengers. Advanced notice will help us serve you better.

What is done with the information I provide?
GoBus will use the information about your travel needs and schedule to arrange assistance by Company personnel and contractors at your point of departure and rest stops and your final destination. Other transportation carriers involved in your trip will receive this information as well.

What if I need assistance during my trip?
You should notify GoBus and its contractors of your need for assistance at each location during your trip. Even if you contacted us, you must make GoBus and its contractors aware of your need for assistance throughout your entire trip.

Do I have to provide proof of my disability?
GoBus does not require proof of disability.

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 seats located in the first row directly behind and across from the driver are designated as priority seating. GoBus will make its best effort to accommodate elderly and customers with disabilities in priority seating.

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Your Rights as a Customer
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GoBus is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a GoBusd customer, please call us at 888-95-GOBUS (888-954-6287). If you feel that your rights as a person with a disability under the law have been violated and would like to file a formal complaint, please send a written statement to:

Attn: Title VI Coordinator
GoBus  Rural Intercity Bus Service
3 Cardaras Drive
PO Box 220
Glouster, OH 45732

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 GoBus personnel or contractors you believe did not provide you appropriate assistance.

 

Deaf/hard of hearing/TTY/TDD
1-800-345-3109

Spanish/Español
1-800-531-5332

 

ADA Compliance Corporate Office
1-800-755-2357


Baggage Information


Number of Bags Allowed
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Each passenger is allowed two (2) pieces of checked baggage. Additional pieces of baggage will be accepted if space is available.

One (1) carry-on bag plus one (1) small personal item can be taken on board for each adult or child. All carry-on bags must fit in the overhead compartment or under your seat.

Personal-type items include purses, briefcases, cameras, food containers, or laptops (case included). Pet carriers are considered either a personal item or a carryon item.

Carryon bag must be 25 pounds or less and are limited to the dimensions of 10 x 16 x 24 inches.

All Customers and Employees and their items are subject to a thorough, physical search.

The following items are not considered carryon bags or personal-type items and are not counted against the "one-bag plus one personal-type item" limit:

  • - A child restraint device for a ticketed child with a reserved seat or when complimentary, available space exists.
  • - Assistive/mobility devices for individuals with a disability.
  • - Outer garments or other wearable articles of clothing.
  • - Food for consumption during your trip.
  • - Walking canes or umbrellas.

Passengers are responsible for transferring their own bags. Baggage assistance is available upon request.

All baggage must have a claim check and identification tag. This will be given to passengers at the terminal or will be provided by the bus driver.

The bus driver will open the luggage and storage compartment, assist passengers in loading and unloading baggage in appropriate luggage storage compartment, and close luggage compartment after all handling of baggage is completed.

Note: If you are traveling on with Greyhound or another carrier, you may want to check their baggage policies.

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Types of Acceptable Baggage
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In general, acceptable baggage includes suitcases, duffel bags, toolboxes, trunks, and securely tied cardboard boxes. A plastic and/or a paper bag is not acceptable as checked baggage. Baggage must not exceed 62 inches when adding the total exterior dimensions of the piece (length + width + height).

Note: If you are traveling on with Greyhound or another carrier, you may want to check their baggage policies.

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Prohibited Items on GoBus and Greyhound
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Acids, ammunition, animals (other than service animals), combustible liquids, compressed gases, corpses, cremated remains, explosives, firearms of all types, fireworks, flammable liquids, furniture, hazardous materials (poisons, radioactive materials, etc.), materials with a disagreeable odor, matches, merchandise for resale, protruding articles, or any unsecured articles including those in plastic or paper bags are prohibited.

Prohibited checked items: Electronic equipment (televisions, stereos, gaming devices, laptop computers, computers, etc.), film (flammable), and perishable items (food). These items may be sent using Greyhound Package Xpress with appropriate packing. Items such as money and prescription medication may not be checked as baggage and are to be carried in the customer's possession.

Laptop computers are considered "electronic items" and are prohibited as checked baggage, however they may be brought aboard as a carry-on item.

If you have any questions about what specific items are allowed on board GoBus or Greyhound (as carry-on or checked), please check Greyhound's Prohibited Items List. Some items we allow on the list may be considered illegal on board public transportation in certain states. GoBus and Greyhound will follow local law in these cases.

Note: If you are traveling on with Greyhound or another carrier, you may want to check their baggage policies.

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Liability on Lost Luggage
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We do offer coverage for lost baggage. We do not accept any liability for unchecked baggage. Call 888-95-GOBUS (888-954-6287) for more information.

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Delays or Cancellation of Service


Cancellation of Service
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GoBus operates 7 days a week, 365 days a year. We will only cancel service due to adverse weather conditions or other safety related concerns.

Adverse Weather Conditions.

Every effort will be made to maintain operations during adverse weather conditions, however, safety is our primary concern. GoBus reserves the right to delay or cancel service. Call 888-95-GOBUS (888-954-6287) for up to date weather information.


Delays
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We do our best to stay on schedule; however, occasionally we do encounter delays due to weather, construction, traffic, mechanical issues, etc. When the buses get behind schedule, we notify passengers via the website and social media. We are working on implementing new technologies not only to help us stay on schedule but to also notify our passengers when a delay does occur.

Please note, buses that arrive within 15 minutes of the scheduled arrival time are considered to be on-time.

Passengers are encouraged to call our toll free number 888-95-GOBUS (888-954-6287) to check if the bus is running on time or to download our free mobile app – Find GoBus. Available for both iphones and android phones.

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