Generally, Boston Express does not cancel service due to weather unless driving conditions become a threat to passenger safety. Weather cancellations are posted on our website as they become available. Cancellations can also be obtained by calling our Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).
Yes. All coaches are equipped with a restroom in the rear of the coach.
Bicycles may be carried underneath the bus when there is sufficient room and after all baggage has been loaded. Bicycles must be carried in a separate compartment or placed in such a way to not damage any baggage. Bicycles in a box are preferred and will be carried without exception. Please be advised that other carriers will only take a bicycle if it is in a box. We make an exception to unboxed bicycles only if there is sufficient room in the baggage compartments.
Larger items that can fit under the bus can be stowed there for your trip. Any item that does not fit would not be able to be taken onboard. The longest item that can go under the bus is 84 inches long, 30 inches tall and 48 inches wide (front of bay to back).
Tips are not expected nor mandatory. However, they are certainly appreciated by our drivers for a job well done.
Yes. Drivers and Ticket Agents are not required to lift/load luggage weighing in excess of 50lbs. See the Ticket Agent to weigh your luggage before boarding the bus. Any bag weighing in excess of 50lbs. will be handled by the passenger. If you require assistance, please notify the Driver and someone will assist you.
During peak travel periods, passengers will be limited to two (2) bags and one (1) carry-on for a full fare ticket, and one (1) bag and one (1) carry-on for a half-fare ticket. For any excess baggage there will be a charge of $5 per bag. See the Ticket Agent for excess baggage ticket.
If you are making connections to Greyhound, they have different baggage handling procedures. Visit the Greyhound website or call 1-800-231-2222 for more information.
Gift certificates are good indefinitely*, can be for any denomination and can only be used on any Boston Express scheduled service. Gift certificates can be purchased in person at our terminals. There are no online or phone sales. Ticket fares are deducted from the balance on the gift certificate. Gift certificates are not redeemable for cash and cannot be returned for a cash refund. If order exceeds the amount of the gift certificate, the recipient must pay the remaining balance. We are not responsible for lost or stolen gift certificates. The recipient of the gift certificate must travel with a valid form of I.D. If the certificate is intended for a child without a form of I.D. or is between the ages of 8-11 traveling without an adult, then a parent or guardian must be present at the time of ticket issue. Please visit Policies and Procedures for more information on valid forms of I.D. and child policies.
*Once a ticket(s) is issued, the ticket is valid until the expiration date printed on the ticket.
Freight service is currently available at our Manchester, NH location only. No freight is accepted after 4:30 p.m.
Passengers wishing to park their cars for long-term travel must park in the long-term parking areas. Commuters and same-day travelers may use either long-term or short-term parking areas. Long-term parking is limited to 21 days.
*Campers, box trucks and vans are prohibited from parking at any Boston Express operated facility. Any of these vehicles will be subject to towing at the owner’s expense.
*Use of parking facilities for vehicle storage is prohibited. These vehicles will be subject to towing at the owner’s expense.
Parking at most Boston Express terminals is complimentary. However, each facility has designated parking areas for day and overnight parking. Parking for the Manchester location is available at the Center of New Hampshire parking garage for a fee.
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 disembarking, luggage, transfers, stowage and retrieval of mobility devices. We can help whether you’re traveling alone, with a personal care attendant, using various mobility devices or being accompanied by a service animal.
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).
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. The only exceptions are if 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.
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.
We will make reasonable modifications unless doing so:
Would fundamentally alter the nature of the service; or
Would result in a direct threat to the health or safety of others; or
Without the requested modification, the individual with a disability is unable to fully use Boston Express’ services for their intended purpose.
Whenever feasible, Boston Express requests that individuals make such requests for modifications in advance if it is possible to do so. Where a request for modification cannot practicably be made and determined in advance (e.g., because of a condition or barrier at the destination of a fixed route trip of which the individual with a disability was unaware until arriving), operating personnel shall make a determination of whether the modification should be provided at the time of request.
Operating personnel may consult with Boston Express’ management before making a determination to grant or deny the request. Requests may be made in advance by contacting:
Craig Moburg, General Manager at (603) 845-1999, or using TTY services (TTY Relay: 711 or 1-800-735-2964); by email at firstname.lastname@example.org; or in writing at 4 Symmes Dr, Londonderry NH 03053.
You will be asked to provide your name, telephone number (or other contact information), the date and time of travel, the bus stop(s) you will need assistance with and to describe what you will need in order to use the service. We will contact you via telephone or email for additional information. A decision will be made within two (2) business days of your request. You will be notified of our decision by telephone, email or in writing within one (1) business day of our decision.
If you feel you have been wrongly denied, you may file a complaint.
Any person who believes that he/she has been discriminated against on the basis of their disability may file a complaint. Complaints shall be submitted to:
Craig Moburg, General Manager
4 Symmes Drive
Londonderry NH 03053
By phone at 603-845-1999 or email at email@example.com
For more information about Boston Express’ services, visit www.bostonexpressbus.com. If information is needed in another format or language, please contact us at 603-845-1999.
South Station is accessible to visitors with disabilities. It has public elevators and ramps to help visitors get around without the use of stairs. Please check the South Station directory for exact locations. South Station does not provide wheelchair rental.
An elevator is located down the corridor from the main information booth. It’s perfect for getting to the Red Line platform for those with physical challenges as well as those with baby strollers.
Commuter rail and Amtrak platforms are fully accessible and the bus terminal can be reached from the Track 1 platform.
The bus terminal offers red cap wheelchair service seven days per week from 10:00 a.m. to 6:00 p.m. For the best results, call ahead to schedule service: (617) 790-4304.
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 are 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.
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.
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.
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.
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.
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. It is the choice of the customer already seated as to whether they wish to move or remain in the seat.
Does the bus driver make stop announcements?
It is Boston Express Policy that the Boston Express Route Operator make a stop announcement at each destination along the schedule route.
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).
Yes. We discourage the use of cellular phones on all Boston Express coaches with the exception of those situations where a quick message is necessary due to circumstances beyond our control that delays the arrival time of a passenger or travel connection. Boston Express requests that passengers limit the use of cellular phones as a courtesy to fellow passengers.
No animals may be carried except a service animal accompanying a legally blind, deaf or disabled person.
No. Smoking is prohibited on all coaches. This includes the use of electronic cigarettes and pipes (also called e-cigarettes or electronic nicotine delivery systems).
Boston Express requires a photo I.D. for all passengers traveling with an adult ticket. We do not require identification for children under the age of 12 who are traveling with a parent or guardian. However, if they are traveling alone, they will need a school I.D., passport or a copy of their birth certificate. Children under the age of 17 with no photo I.D. must be accompanied by an adult with a photo I.D. upon purchasing the ticket. These are security measures that we take in the event that there is an emergency. This allows us to assist officials in identifying who traveled on a particular day. We do not generate passenger lists for each bus and therefore you are required to show your I.D. each time you travel. We do not store this information. If you have questions about acceptable forms of I.D. or special circumstances, please contact the Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).
Yes. If you require assistance, please notify the driver and someone will be able to assist you to your next departure gate. Please be aware that there are baggage limits: two (2) bags and one (1) carry-on for a full fare ticket and one (1) bag and one (1) carry-on for a child’s ticket. There is a charge of $5 per bag over these limits. See a Ticket Agent for an excess baggage ticket.
Please note: Luggage cannot be left unattended or in the care of a Boston Express employee at any terminal or agency for safety reasons.
Children under 7 years of age may not travel alone; an adult must travel with them. Children 8-15 years old may travel alone only under the following conditions: The origin agency must be open at the departure time and the destination agency must be open at arrival time. There will be no pick-ups or drop-offs at flagstops. Trips must not exceed 5 hours and must be made during daylight hours. Transfers are not permitted. The adult at the destination must provide a photo I.D. showing that they are the person identified on the “Unaccompanied Child Form” before the child is released. The child must pay the adult fare. An adult must drop-off the child and an adult must be waiting to meet the child upon arrival. For children 12 or younger, a parent or legal guardian must fill out and sign an “Unaccompanied Child Form,” which releases Boston Express Bus from any responsibility.
Yes. We operate our buses every single day of the year, including service on Thanksgiving, Christmas and New Years Day. These schedules are published separately based upon the holiday. Once the schedule has been set, it will be published on the homepage of our website. Thanksgiving and Christmas Day are highly modified schedules, so if you plan to travel on this day, be aware that service will be limited.
Boston Express provides service between points in Nashua, Manchester, Londonderry, Salem NH, Tyngsboro MA and Boston/Logan Airport. Our website contains information for our services only. If you are making connections to New York City or other points, you must visit those websites to see those schedules.
Boston Express does not provide service to the Manchester Boston Regional Airport. You are welcome to travel from Boston to NH using our bus service to one of our terminals near the Manchester Boston Regional Airport. Upon arrival at the terminal, one of our ticket agents can assist you by calling a taxi service for you to take you to the Manchester Boston Regional Airport directly. Another option for you is Flightline Inc., which provides shuttle service from points in NH and MA to this airport. Learn more at www.flightlineinc.com
If your ticket is purchased in person at a terminal, an expiration date is printed at the bottom of the ticket that says “VALID UNTIL” in bold lettering with an expiration date. If your ticket is purchased online, the expiration date is noted on the left side of the ticket. If you are unsure of the expiration date, call the Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964). Expired discount or multi-ride tickets are not eligible for a refund.
The person whose name is on the ticket MUST be the person traveling with us. If your name is on the ticket, you must refund the ticket (less any amount used) and apply any leftover balance to a new ticket for the actual person traveling. If you wish to buy a ticket for someone else and they cannot be present at the time of purchase, please call the Information Center to discuss other purchase options at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).
Boston Express does not accept reservations. Please arrive 15-30 minutes before bus departure. Seating is on a first-come, first-board basis. Every effort will be made to accommodate all passengers during peak travel times. Tickets may be purchased in advance but do not guarantee a seat. Tickets are not time or date specific — they are good for a block of time.
Tickets for Boston Express Bus can be purchased at the Concord Coach Lines ticket counter at Boston’s South Station.
There are no ticket counters or Boston Express representatives at the airport. Passengers must be at the pick-up locations prior to the departure time on the schedule. All service that originates at Logan Airport continues to Boston’s South Station. If you do not have a ticket prior to boarding the coach at Logan Airport, you will still be allowed to board the coach (ID required). Upon arriving at South Station, you must disembark and proceed to the Concord Coach Lines ticket counter to purchase your ticket. We accept MasterCard, VISA and cash. See Logan Airport Information for designated pick-up locations and other facility information.
Boston Express Bus is not responsible for lost, stolen or destroyed tickets. If you lose your ticket, you will need to purchase a new one. If you find your misplaced ticket, you can turn it in for a refund, as long as it has not expired (most tickets are refundable).
In most cases, yes. If you only used the one-way of a round-trip ticket, the refund is less the one-way fare. Tickets purchased at Boston Express terminals can be refunded, unless the ticket specifically states “No Refund.” If you used a credit card to purchase ticket(s), be sure to have that credit card available. If you are unsure what type of ticket you have, call the Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964). A refund application may need to be submitted if you have a manual ticket or if our corporate office needs to issue the refund. Please be advised that refunds submitted in this manner can take up to two weeks for processing.
No. Every effort is made to operate according to published schedules. Connections are not guaranteed and schedules are subject to change without notice. Circumstances sometimes develop beyond our control and Boston Express cannot hold itself responsible for errors in timetables, inconvenience or damage resulting from a delayed coach.
Amtrak tickets are purchased directly from Amtrak. For more information about the train call 1-800-USA-RAIL or visit Amtrak’s website www.amtrak.com.
The Boston Express Bus terminals in Manchester, NH and Nashua, NH are authorized to sell most Greyhound tickets. Greyhound tickets can also be purchased online at www.greyhound.com or by calling 1-800-231-2222.
Boston Express’ Title VI Notice to the Public
Boston Express operates its programs and services without regard to race, color, and national origin in accordance with Title VI of the Civil Rights Act. Any person who believes they have been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with Boston Express. For more information on Boston Express’ civil rights program and the procedures to file a complaint, please contact Boston Express by phone at 1-800-639-8080, by email at firstname.lastname@example.org or by visiting our administrative office at 4 Symmes Drive, Londonderry NH 03053 from 9 a.m.- 5 p.m. Monday through Friday. For more information about Boston Express’ programs and services, visit the Boston Express website at www.bostonexpressbus.com. If information is needed in another language, please contact the Boston Express’ office phone at 1-800-639-8080.
Boston Express Title VI Complaint form
Avis Au Pucblique Du Titre Vi De Boston Express
Boston Express effectue ses programmes et ses services sans égard à la race, la couleur, la nationalité d’origine, conformément au titre VI de la loi sur les droits civils. Toute personne qui estime avoir été lésée par une pratique discriminatoire illégale en vertu du titre VI peut déposer une plainte auprès de Boston Express. Pour plus d’informations sur les programmes des droits civiques de Boston Express et les procédures pour déposer une plainte, contacter s’il vous plait Boston Express par téléphone au 1-800- 639-8080, par courriel a email@example.com , ou en visitant notre bureau administratif a 4 Symmes Drive, Londonderry NH 03053 à partir de 9 heures à 17 heures du Lundi au vendredi. Pour plus d’informations sur les programmes et services de Boston Express , visitez le site web de Boston Express au www.bostonexpressbus.com. Si l’information est nécessaire dans une autre longue, s’il vous plait contactez par téléphone le bureau de Boston Express au 1-800-639-8080.
Formulaire de plainte Titre VI de Boston Express
Aviso al público de Boston Express sobre el Título VI
Boston Express opera sus programas y servicios sin tener en cuenta la raza, el color y el origen nacional, de conformidad con el Título VI de la Ley de Derechos Civiles. Todas las personas que crean que han sido agraviadas debido a cualquier práctica discriminatoria ilegal en virtud del Título VI, pueden presentar una queja a Boston Express. Para obtener más información sobre el programa de derechos civiles de Boston Express y los procedimientos para presentar una queja, póngase en contacto con Boston Express por el teléfono1-800-639-8080 o el correo electrónico firstname.lastname@example.org, o visite nuestra oficina administrativa en 4 Symmes Drive, Londonderry NH 03053, de lunes a viernes, de 9 a.m. a 5 p.m. Para obtener más información sobre los programas y servicios de Boston Express, visite el sitio web de Boston Express www.bostonexpressbus.com. Si necesita información en otro idioma, comuníquese telefónicamente con la oficina de Boston Express por el 1-800-639-8080.
Formulario de queja conforme al Titulo VI de Boston Express
Need further assistance? Please contact our Information Center at
1-800-639-8080 or 603-845-1999.
TTY Relay Information: 711 or 1-800-735-2964.