General Information


Peter Pan Bus Lines does not check bags over its routes. There is no liability towards Peter Pan for unchecked baggage and personal belongings.


Customers should keep their personal belongings, especially valuables such as cell phones, tablets, laptops and medications in their possession at all times. Peter Pan Bus is not liable for any lost, stolen or damaged personal belongings. All baggage must be claimed promptly upon arrival.


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 suitable baggage.


Tag Your Bag


All bags should have an identification tag on them containing your name, a contact phone number and your itinerary. Baggage tags are available at many ticket counters. Placing an identifier on your bag (a bright red scarf, a striped baggage strap etc…) is a simple way to help you identify your bag.


When retrieving your bag at your destination, please use care to make sure you retrieve the correct bag.


Baggage Safety


Please do not leave your bag unattended at any time when in the terminal or gate area – unattended baggage/items may be confiscated by security for safety purposes.


For safety purposes there are no locker or baggage storage facilities in terminals.


Please refrain from placing your baggage under the bus baggage compartment without a company staff member present.


Do not offer cash or any monetary gift to an employee for assistance with baggage. Any fee payment for excess baggage or oversized baggage would be made directly at the ticket counter or to an authorized employee at the gate area (in some terminals). Please report to us any individual who requested money for baggage assistance and was not able to display a company employee ID.


Transferring Bags


Customers are responsible for transferring their own bag(s) from one coach to during a transfer.


Baggage assistance is available upon request to drivers and terminal staff. Baggage assistance is offered from coach to coach during a transfer or from a ticketing counter to the gate (where staff is available). Special handling ID tags may be available at ticketing counters for customers who require assistance with their baggage.


Baggage Allowances / Guidelines


One (1) small bag up to twenty five (25) pounds can be taken aboard for each adult or child. Carry-on bags must fit in the overhead compartment or under your seat. The maximum dimension of the baggage compartment is 33 inches x 33 inches x 48 inches.


Two (2) pieces of baggage up to fifty (50) pounds (each) is transported in the baggage bay free of charge for adults and children (ages 2-11).


Children under two (2) years of age do not have baggage allowances.


Baggage cannot exceed 62 inches when adding the total exterior dimensions of the piece (length + width + height).


Bicycles (see below for more information on traveling with a bicycle), skis and ski poles must be packed in wood, canvas or other substantial container, and securely fastened; these items should not exceed fifty (50) pounds.


Traveling with a Bicycle


Unpackaged bicycles may be transported in the luggage bay bin on a space available basis.


Bicycles are to be stored in a way where it would not come in contact with luggage. If the space is not available, then the customer may choose to purchase a bike box to take the current schedule or try the next available schedule.


Unpackaged or packaged bicycles are part of the free baggage allowance; if the number of bags with the bicycle exceeds the allowance, the customer is charged for each item exceeding the allowance at current carrier fares.


Bicycle boxes are not available for sale at terminals or agencies.


Peter Pan is not responsible for damage to packaged or unpackaged bicycles.


Baggage Liability


Peter Pan Bus Lines does not check bags over its routes. There is no liability for unchecked baggage and personal belongings.


Customers should keep their personal belongings, especially valuables such as cell phones, tablets, laptops and medications in their possession at all times. Peter Pan Bus is not liable for any lost, stolen or damaged personal belongings. All baggage must be claimed promptly upon arrival.


Peter Pan Bus will not accept responsibility for damage, breakage, deterioration, delay, and/or loss of any prohibited article or any article not specifically defined as acceptable in baggage service or for damage, breakage, deterioration, delay, and/or loss caused by such unauthorized articles to other baggage belonging to the same customer.


Customers traveling outside of Peter Pan’s service network, connecting to/from other carriers, or if checking baggage for transportation over the lines of other carriers, the ticket issuing carrier does not assume responsibility for the transportation over the lines of other carriers, except as responsibility may be imposed by law or agreements between carriers with respect to baggage.


Carrier Liabilities


Peter Pan Bus will not be responsible for the loss of or damage to baggage in excess of the value allowances of $250.00 on any adult fare single piece of baggage or $125.00 on any child fare single piece of baggage, regardless of the number of pieces of baggage. In no event will the liability exceed the actual value of the baggage at the place and time of checking.


Except as responsibility may be imposed by law, Peter Pan Bus will not be liable for the delivery of baggage under instructions of the customer, baggage owner, or representative to a non-agency destination or at an agency point that does not accept incoming baggage, after such property has been left at such station or non-agency destination.


Peter Pan Bus will not deliver lost or delayed baggage to any address located outside of the continental United States. It is the responsibility of the passenger to make arrangements for any such lost or delayed baggage to be shipped to destinations outside the continental United States. The continental United States does not include Alaska or Hawaii.


Baggage Claims


Peter Pan does not assume liability for misplaced/damaged baggage. If a customer wishes to file a claim for misplaced or damaged baggage/items, baggage claims must be made at a Peter Pan full service terminal ticket counter, or through Peter Pan Customer Care within thirty (30) days from the time the customer arrived at their destination to which their ticket specified. For damaged baggage/items, Peter Pan Bus may open baggage to inspect the apparent damage.


We will need the following items to submit the baggage claim (additional items may be required):


  • Your contact information and valid photo ID
  • Description and value of the misplaced/damaged item(s)
  • Your ticket confirmation number and ticket receipt
  • Statement as to how the baggage was lost/damaged
  • Photos/proof of damages


The required documents can be sent to us online through our website here, or can be mailed to:


Peter Pan Bus Lines

1 Peter Pan Way, Suite 300

Springfield, MA 01103

ATTN: Customer Care/Baggage Claim


We recommend making copies of all forms and documents for your records.


On all claims, we will investigate and process the claim and notify the customer of the outcome of the claim. Additional time may be required for specific claims where further investigation or documents are required.


If investigation of a claim develops that one or more other carriers have been presented with a similar claim on the same baggage, the carrier, investigating such claim, will communicate with each such other carrier, and prior to any agreement entered into between or among them as to the proper disposition of such claim or claims, will notify all claimants of the receipt of conflicting or overlapping claims and will require further substantiation, on the part of each claimant, of his right with respect to such claim.