How may we assist you? Our goal is to make your travel on Concord Coach Lines 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 Concord Coach Lines system. There are three simple steps that will help us serve you. Contact the Concord Coach Lines Information Center at 1-800-639-3317 at least 48 hours prior to your departure. Provide the phone operator information about your specific travel needs and schedule. Inform our employees of your needs during your trip.   Assistance in Boarding When you provide a 48-hour advance notice, we can better assist you. If you do not provide this notice, we will make every reasonable effort to help you if such an accommodation will not delay departure of the schedule on which you wish to travel. If wheelchair lift buses are not available or requested, alternative boarding assistance will be provided. In all cases, assistance will be provided if it can be accomplished in such a manner that it does not compromise the safety of all involved. Lift-equipped bus: When using a wheelchair lift-equipped bus, the combined weight of the customer and mobility aid cannot exceed 600 pounds. The mobility aid can be no more than 30 inches wide and 48 inches in height.   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 any mobility aid; this will assist in preventing delays in the departure of the bus.   Traveling With Your Service Animal At Concord Coach Lines, 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. Concord Coach Lines reserves the right to refuse passage to any animal that poses a direct threat to the health and safety of other customers, Concord Coach Lines personnel.   Oxygen / Respirators Portable oxygen and respirators may accompany you on Concord Coach Lines. 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 Why should I call Concord Coach Lines 48-hours in advance of my trip? With 48-hour advance notification, Concord Coach Lines can meet the service needs of all customers with disabilities, including people who use wheelchairs. This advance notice is in accordance with federal guidelines and allows us to make the necessary arrangements to provide requested assistance. What is done with the information I provide? Our phone operators will use the information about your travel needs and schedule to arrange assistance by company personnel at your point of departure and your final destination. What if I do not provide a 48-hour advance notification? Concord Coach Lines will make every reasonable effort to accommodate you without significantly delaying the bus schedule on which you wish to travel. What if I need assistance during my trip? Please notify Concord Coach Lines of your need for assistance at each location. Even if you contacted the Information Center, you must make Concord Coach Lines aware of your need for assistance throughout your entire trip. Do I have to provide proof of my disability? In accordance with federal regulations and in keeping with the company's desire to foster positive relations with our customers, we do 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 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, other Concord Coach Lines personnel may ask the seated customer to move. If the person occupying the seat refuses, he or she cannot be forced to move. You may sit in the next available seat and move to the designated seats as they become available. Does the bus driver make stop announcements? It is Concord Coach Lines Policy that the Concord Coach Lines Route Operator make stop announcement at each destination along the schedule route.   Your Rights as a Customer Upon request to Concord Coach Lines personnel, assistance will be provided to you for reasonable requests. Concord Coach Lines is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a Concord Coach Lines customer, please call us promptly at 1-800-639-3317. 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: Concord Coach Lines 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 Concord Coach Lines personnel or contractors you believe did not provide you appropriate assistance. To arrange assistance for travel within the Concord Coach Lines system, please call our Information Center at 1-800-639-3317.