How may we assist you?
Our goal is to make your travel on Road Runner a safe, pleasant and convenient experience. Our drivers and customer service personnel are available to meet the needs of customers with disabilities. We are available to provide any requested assistance which is reasonable. Drivers are trained to assist persons with disabilities with boarding and de-boarding, luggage, transfers, and stowage and retrieval of wheeled mobility devices. This service is provided during transfers, 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.
Keys to a Successful Trip
Assistance is available to customers with disabilities when they travel on Road Runner and Greyhound. There are five important steps that will help us serve you better:
- Contact Road Runner at 970-563-4545 as far in advance as possible. Road Runner will be better able to help you during your trip if we know in advance that you are coming and what your needs are.
- If you are traveling with Greyhound in addition to your Road Runner trip contact the Greyhound Customers with Disabilities Travel Assistance Line at 1-800-752-4841 as far in advance as possible.
- 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 970-563-4545 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.
- Arrive on time for your selected schedule.
- Inform the driver of your needs during your trip.
Assistance in Boarding and De-Boarding
Road Runner 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. Road Runner and Greyhound will grant all requests which are reasonable and safe.
Storing and Handling Your Wheeled Mobility Device
If a customer decides not to travel in his/her wheeled mobility device, it may be stored inside thebus 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.
The maximum dimension of the baggage compartment is 33” x 33” x 48”. Wheeled mobility devices that exceed these dimensions and/or weight limit will not be accepted for storage in the baggage compartment. Please allow sufficient time for stowing any wheeled mobility devices. This will assist in preventing delays in the departure of the bus.
Traveling in a Wheeled Mobility Device (wheelchair)
The combined weight of the customer and wheeled mobility device cannot exceed 600 pounds.
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 Road Runner and Greyhound. Road Runner strongly recommends that you contact us at 970-563-4545 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.
You may travel alone on Road Runner 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. Road Runner 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.
Assistance at Stops
Road Runner 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.
Traveling With Your Service Animal
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. Road Runner reserves the right to refuse passage to any service animal that poses a direct threat to the health and safety of other customers orRoad Runner personnel.
Oxygen / Respirators / Medication
Portable oxygen and respirators may accompany you on Road Runner. 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. Road Runner is not responsible for lost medication.
Frequently Asked Questions
Why should I call Road Runner in advance of my trip?
With advance notification, Road Runner can better meet the service needs of all customers with disabilities, including people who travel in wheeled mobility devices. Advanced notice is optional and is not required, but please bear in mind that there are only two wheelchair tie-down positions on the bus. Advanced notice will help us serve you better.
What is done with the information I provide?
Road Runner will use the information about your travel needs and schedule to arrange assistance by Company personnel and partner organizations 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 Road Runnerother connecting services you expect to use of your need for assistance at each location during your trip. Even if you contacted us, you must make Road Runner and its contractors aware of your need for assistance throughout your entire trip.
Do I have to provide proof of my disability?
No. Road Runner does not require proof of disability. If your visibility is not visible (for example a heart condition that makes it difficult to climb stairs), you do not need to prove your disability or even to say what your disability is. Please just let the driver know you have a medical condition and need assistance.
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. Road Runner will make its best effort to accommodate elderly and customers with disabilities in priority seating.
Your Rights as a Customer
Road Runner is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a Road Runner customer, please call us at 970-563-4545. 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
Road Runner Stage Lines
PO Box 800
Ignacio, CO 81137
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 Road Runner personnel or contractors you believe did not provide you appropriate assistance.
Deaf/hard of hearing/TTY/TDD
Relay Colorado, dial 711
ADA Compliance Corporate Office
(970) 563-4517 ext. 104