Starr Tours & Charter Cancellation Policy | Starr
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ADA Policy

CUSTOMERS WITH SPECIAL NEEDS

Starr is committed to meet the transportation needs of all our passengers with the respect and dignity which you deserve. Our Travel Advisors are available to make your travel experience as trouble-free as possible. We provide assistance with boarding and departing the bus, special handling and transferring of luggage, and storage and retrieval of mobility devices and assistive aids, and will make every feasible effort to accommodate the needs of persons with disabilities.

Help Us Serve You Better:

If you need assistance, please provide us with your specific assistance and/or travel needs at least 48 hour hours prior to departure or when making your reservation so we can provide appropriate assistance. If you have hearing or vision loss, please let our staff and drivers know so that we can provide appropriate assistance.

Our driver can better assist if you tell us what type of mobility device you have and how much it weighs. If you can climb steps and do not need a lift coach, we can more safely secure your scooter, wheelchair, walker or rollator in the luggage bay if we have details in advance.

Priority and Wheelchair Seating

If a seat in the wheelchair area is occupied and a person with a wheelchair needs the space, we will ask that person to move so we can appropriately accommodate all our passengers.

Lift-Equipped Buses

When you call for lift-equipped service, please be prepared to give full details on your mobility device, if any, including type, dimensions and weight. For safety reasons, our Sales Advisors may ask you if the combined weight of wheelchair and passenger is 600 pounds or less. Also advise us if you wish to transfer to a seat rather than traveling in your wheelchair.

Lift-equipped buses have two areas designated for wheelchairs. Once these areas are full, additional riders using wheelchairs or scooters may be accommodated only if they can transfer to a seat. Starr assigns wheelchair seating on a first come, first serve basis at the time of taking reservations.

Storing and Handling Your Mobility Aids

Smaller mobility aids such as canes or crutches 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 be stored in the baggage compartment under the bus at no additional cost. When booking your travel, we encourage you to tell us if your mobility aid exceeds 50 pounds so that we may provide a ramp to load the device. If you choose to bring a motorized scooter, please let us know when making your reservation.

Traveling with a Personal Care Attendant

If you are unable to attend to your own personal needs and/or require assistance that Starr employees cannot provide, then we encourage you to consider traveling with a personal care attendant. Normal fares will prevail for each passenger.

Drivers and Tour Directors do not provide assistance with eating, toileting or medical care.

Rest Stops

When the bus stops at designated intermediate, rest, or meal stops on the route, you may request assistance off and on the bus or other assistance such as retrieval of mobility aids.

Medical Oxygen

Medical oxygen tanks are permitted on the bus with a maximum of 4 canisters per passenger as follows: 2 canisters aboard the bus for your use and 2 canisters stowed in the baggage compartment. The maximum dimensions of any single canister cannot exceed 4.5 inches in diameter and 26 inches in height. All oxygen canisters not in use must have safety caps on the valves and must be boxed if carried as cargo. Passengers are responsible for ensuring that they have enough oxygen to complete their travel and are responsible for making arrangements for refills while enroute.

Passengers are welcome to travel with Portable Oxygen Concentrators but are responsible for ensuring that they have enough battery power to complete their travel. When booking your travel, please inquire if the coach will have electrical outlets. A backup supply of battery power is highly recommended in all cases.

The maximum limit on medical oxygen canisters carried as cargo is 99 pounds. As we may not exceed this federal regulatory limit, passengers bringing oxygen containers will be accommodated on a first come, first serve basis.

Medicine

All medicine should be in your carry-on luggage. Do not put it in your luggage under the bus.

Service Animals

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 well-behaved and under the control of their owners or handlers, such as on a leash or in a carrier. Starr reserves the right to refuse travel to any animal which poses a direct threat to other customers or our employees.

Customer Complaints

Starr 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 you would like to file a complaint, please send a written statement to the address below.

Starr
Attention: C. Lazdins
2531 East State Street Ext.
Trenton, NJ 08619

Please include a detailed description of the incident, including the bus number, date, time and location, as well as the names(s) and/or description(s) of any Starr personnel you believe did not provide you appropriate assistance. You may also provide the written statement and accompanying information by email at [email protected].