Passengers With Disabilities
Welcome to Express Arrow. We are here to meet the transportation needs of all passengers, including those with disabilities, with the respect you deserve. We provide assistance with boarding and departing the bus, special handling and transferring of luggage, and when we can safely do so, storage and retrieval of mobility devices. These services are provided from the beginning to the end of your trip with Express Arrow and on interlining carriers should part of your trip involve travel on another bus company.
Help Us Help You
We can better assist you if you call us 48 hours in advance of your travel at 877-779-2999. An Express Arrow agent is available to take your call during the following times: 8 am to 5 pm, Monday through Friday. When you call this number, please provide our information center with your specific assistance and/or travel needs and travel schedule. When you arrive at the bus terminal, please make our drivers and agents aware of your needs during your trip.
If your travel needs require a lift-equipped bus, please call us with your travel schedule 48 hours in advance of your trip at 877-779-2999, Monday through Friday between 8 am and 5 pm. When you call, please be prepared to give us your contact information, if you wish, so that we may confirm your request. If you are unable to provide 48 hours advance notice, Express Arrow will make every reasonable effort to provide you with travel, including alternative boarding assistance or re-routing you on another schedule operated by Express Arrow or another bus company.
If your trip originates on an Express Arrow bus and continues on another bus company or your return trip is provided by another bus company and you tell us that information, Express Arrow will notify that other bus company of your requests, including your request for a lift-equipped bus. Express Arrow, however, makes no representations about what that other bus company may be able to offer in terms of service or lift-equipped buses.
Because Express Arrow assigns wheelchair seating on a first come, first serve basis, even if you have called 48 hours in advance, we encourage you to arrive at least 30 to 45 minutes before departure time. For many of the routes served by Express Arrow, customers line up for boarding 45 minutes prior to the scheduled departure time.
*The passenger and mobility device must have a combined weight of no more than 600 pounds and be within 30 inches wide and 48 inches long.
Storing And Handling Your Mobility Aids
Your mobility aids may travel inside the bus in the overhead compartment or under your seat. If your aid will not fit safely in either of these locations, it will need to have a baggage tag placed on it and stored in the baggage compartment under the bus, if possible. A baggage tag can be obtained at the ticket counter at no additional cost. The maximum weight for a stowed mobility device cannot exceed 200 pounds, and it must be no larger than 30 inches wide and 48 inches long. Mobility aids that exceed either or both of these dimensions will not be accepted.
Ask a ticket agent/driver for a baggage tag if your mobility aid is stowed in the baggage compartment. Assistive devices are not considered extra baggage and are transported free of charge unless you have more than one, in which case the second device would be considered additional baggage and subject to a charge.
Under the federal baggage tariff, it an item placed the baggage compartment is damaged or lost, the maximum reimbursement of $250.00 is allowed per adult ticket purchased. To purchase excess valuation, ask your ticket agent at the terminal at the beginning of your trip as this must be purchased prior to departure of your trip. This applies to any mobility aids stored in the baggage compartments.
Please arrive at the departure point in plenty of time for us to store your wheelchair or mobility aid, which will help us depart on time.
When the bus stops at designated intermediate, rest, or meal stops on the scheduled route, you may request assistance off and on the bus or other assistance within reason.
Portable oxygen tanks are permissible on the bus for your needs with a maximum of 4 canisters per passengers as follows: 2 canisters aboard the bus for your use and 2 canisters stowed in the baggage compartment. Passengers are responsible for ensuring that they have enough oxygen to complete their travel and are responsible for making arrangements for refills while en route. The maximum dimensions of any single canister cannot exceed 4.5 inches in diameter and 21 inches high. All oxygen canisters not in use must have safety caps on the valves.
All medicine must be in your carry-on luggage. Do not put it in your checked luggage under the bus.
Service animals are welcome to travel with the passenger with a disability, as long as the animal does not occupy a seat or obstruct the aisle. Service animals must always be in the control of their owners or handlers, such as on a leash or in a carrier. Express Arrow reserves the right to refuse travel to any animal which poses a direct threat to other customers or Express Arrow drivers or employees.
In accordance with the provisions of the Civil Rights Act of 1964, Express Arrow does not discriminate on the basis of disability, race, color, national origin, or gender. Express Arrow is committed to protecting your rights. 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 complaint, please send a written statement to: Tony Barrios, Director of Operations at 12295 E 37th Ave, Denver, CO 80239. 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 Express Arrow personnel you believe did not provide you appropriate assistance. You may also provide the written statement and accompanying information by email at firstname.lastname@example.org.