FAQ’s About New England’s
Professional Motorcoach Company
The team at C&J pledges to make your experience traveling on our motorcoaches enjoyable. That’s why we’ve compiled below a collection of answers to frequently asked questions we’ve heard over the years. For further assistance contact our Information Center at 800.258.7111 or firstname.lastname@example.org.
C&J does not operate a ticket counter at Logan Airport but does sell tickets online. If you are unable to purchase your ticket in advance online or at one of our facilities in Dover and Portsmouth, NH or Newburyport, MA, then you can still board a C&J bus at Logan Airport. Upon boarding, the driver will request your photo identification. The driver will hold your ID during the trip and when you reach your destination, the driver will provide a C&J employee at the agency with your identification, who will return it to you upon purchase of a ticket for the travel incurred. Agents are available 24 hours a day at each location to assist you.
Our goal is to make your travel with C&J safe. Our Drivers and Customer Service Representatives are available to meet the needs of patrons with disabilities. C&J provides assistance with boarding and de-boarding coaches, and stowing/retrieval of luggage and mobility devices. We can help whether you are traveling alone, with a personal care attendant, or accompanied by a service animal.
All C&J commuter schedule service is accessible to persons with disabilities.
It is important to note that there are size and weight limitations in order to insure that lift equipment functions properly along with rules pertaining to existing passengers who may be subject to relocation to accommodate your needs. In the event that you wish to travel without the use of your mobility device, priority seating is available in the first row of the motorcoach. A C&J team member is readily available to assist you in accessing these seats. Disabled passengers shall be pre-boarded whenever possible.
Please note: the combined weight of the patron and mobility aid cannot exceed 660 pounds when using a wheelchair lift on a C&J motorcoach. The mobility aid can be no more than 31 inches wide and 48 inches in height. Priority seating is available for the elderly and customers with disabilities on C&J’s non-reservation service. 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 wheelchair securement areas are designated as priority seating. If these seats are occupied, the driver or other C&J personnel may ask the seated patron 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.
What are the ADA complaint procedures?
Any person who is not satisfied with the level of service that has been provided with respect to his or her disability and C&J’s performance with respect to such disability, or any person who believes that he or she has been aggrieved by an unlawful discriminatory practice regarding C&J’s programs has a right to file a formal complaint with Jalbert Leasing, Inc. Any such complaint must be in writing and submitted to Jalbert Leasing’s ADA Compliance Supervisor within 180 days following the date of the alleged occurrence. For more information regarding ADA complaints, please contact:
ADA Compliance Supervisor
C&J Bus Lines
185 Grafton Dr.
Portsmouth, NH 03801
ADA Reasonable Modification Policy
C&J Bus Lines operates its programs and services in compliance with Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices (49 CRFR Parts 27 and 37) to ensure that people with disabilities have equal access to our services. Any person who believes he or she may have been aggrieved by any unlawful discriminatory practice under this act may file a complaint.
We provide reasonable modification of policy and practice upon request to ensure that our transportation services are accessible to persons with disabilities.
We will make reasonable modifications unless doing so would fundamentally alter the nature of the service, result in a direct threat to the health or safety of others, or, without the requested modification, the individual with a disability is able to fully use C&J Bus Lines’ services for his or her intended purpose.
Whenever feasible, C&J Bus Lines requests that individuals make such requests for modifications in advance if it is possible to do so. Where a request for modification cannot practicably be made and determined in advance (e.g., because of a condition or barrier at the destination of a fixed route trip of which the individual with a disability was unaware until arriving), operating personnel shall make a determination of whether the modification should be provided at the time of request. Operating personnel may consult with C&J Bus Lines’ management before making a determination to grant or deny the request.
Requests may be made in advance by contacting:
Joseph Malerba, Safety Director at 800.258.7111, or using TTY services; by email at email@example.com; or in writing at 185 Grafton Drive, Portsmouth NH 03801.
You will be asked to provide your name, telephone number (or other contact information), the date and time of travel, the bus stop(s) you will need assistance with, and to describe what you will need in order to use the service. We will contact you via telephone or email for additional information. A decision will be made within two business days of your request. You will be notified of our decision by telephone, email, or in writing within one business day of our decision.
If you feel you have been wrongly denied, you may file a complaint.
Any person who believes that he/she has been discriminated against on the basis of their disability may file a complaint. Complaints shall be submitted to:
Joseph Malerba, Safety Director
C&J Bus Lines
185 Grafton Drive
Portsmouth, NH 03801
By phone at 800.258.7111, or by email at firstname.lastname@example.org.
C&J Bus Lines hereby gives public notice of its policy to uphold and assure full compliance with Title VI of the Civil Rights Act of 1964, the Civil Rights Restoration Act of 1987, and all related statutes. Title VI and related statutes prohibiting discrimination in Federally assisted programs require that no person in the United States of America shall, on the grounds of race, color, national origin, sex, age, or disability be excluded from the participation in, be denied the benefits of, or be otherwise subjected to discrimination under any program or activity receiving Federal assistance.
Any person who believes the he or she has been aggrieved by an unlawful discriminatory practice regarding C&J’s programs has a right to file a formal complaint with Jalbert Leasing, Inc. Any such complaint must be in writing and submitted to C&J Bus Lines’ Title VI Coordinator within 180 days following the date of the alleged occurrence. For more information regarding civil rights complaints, please contact:
Title VI Coordinator
C&J Bus Lines
185 Grafton Dr.
Portsmouth, NH 03801
Passengers requiring portable oxygen and respirators may bring them on a C&J motorcoach. C&J sets a maximum of four canisters for a passenger – two aboard the coach and two in the baggage compartment. The maximum dimension for each container may not exceed 4.5 inches in diameter and 26 inches in length. Patrons are responsible for ensuring that they have enough oxygen to complete their travel. Oxygen canisters to be stored in the baggage compartment must be in protective cases with safety caps on the valves. We remind our passengers to always keep medicine with them and not to leave it in checked baggage.
Reservations are neither needed nor accepted for C&J’s bus service between Dover, Portsmouth, and Newburyport and Boston’s South Station and Logan Airport. Passengers can buy tickets in advance, but advance purchase does not reserve a seat for a particular bus. Travel aboard C&J’s non-reservation service is on a first-come, first-served basis. Tickets may be used at any time for the South Station and Logan Airport scheduled service. All tickets are open-ended with the exception of multi-ride passes and same-day round-trip tickets. One-way tickets are valid within six months of the date of purchase. Refunds are available prior to the date of expiration and are subject to a $5 per-passenger refund fee. Contact the C&J Information Center at 800.258.7111 or send an email to email@example.com to initiate a refund.
Reservations are required for service between Portsmouth, Tewksbury, Ogunquit (seasonal service), and New York City. Passengers can make reservations online. Tickets are non-transferable. All NYC refund requests must be received at least 24-hours prior to the scheduled departure time by contacting the C&J Information Center at 800.258.7111. Changes to a reservation can be made up until 20 minutes prior to the time of departure. All refund & change requests are subject to a $15 per-passenger, per-transaction fee.
If a reservation is not used on the date and time specified on the ticket, the ticket can be reinstated and reissued within 30 days of the date and time of travel on the original ticket, towards a valid C&J schedule as far advance in the future as the NYC is published for a fee of $30. After the 30 day from the original travel date, the ticket is void and non-refundable.
We require a picture identification for all passengers traveling with an adult ticket. Children with no photo ID must be accompanied by an adult with photo ID upon purchasing tickets.
C&J allows passengers to travel on-board a C&J motorcoach with their Pets
C&J’s Carry-On Pet Program allows passengers to transport their small cat or dog on the bus
Prior to Boarding
• Notifying the company prior to travel is not necessary.
• Arrive with your pet, either cat or dog in a pet carrier. Pet owners must provide the pet carrier. For safety reasons, pet must be able to sit and lie down comfortably without touching the sides of the carrier.
• The maximum size for pet carriers is 19″ long x 14″ wide x 10.5″ high. Maximum weight of pet with carrier is 20 pounds. The carrier may be hard or soft sided but must be leak proof and well ventilated.
• A $15.00 surcharge will be assessed for each travel segment.
• Passengers are required to provide a completed “Pet Release & Indemnification Agreement” prior to travel available online, or at our service locations. All must sign a Release and Indemnification Agreement for each leg of travel. You certify that your pet is up to date on all vaccinations and accept liability for your pet by signing the check-in document.
• Pets must remain inside their carrier while on-board bus, and must remain with the owner at all times.
• Pet carriers are to be placed under your seat and not under the seat in front of you or the seat beside you.
Other Important Information
• Your pet must be at least eight weeks old and be odorless, harmless, and not disruptive and require no attention during travel. C&J maintains the right to refuse acceptance, and may remove any pet exhibiting these issues from terminals and buses.
• C&J does not accept liability for the health and well-being of pets.
• We do not ship pets or allow them to travel as checked baggage — a pet must travel with a human.
• One passenger may travel with one pet.
• If traveling between NYC and Ogunquit, ME or Tewksbury, MA, please contact Customer Care for prior travel arrangements as customer service representation is not available at either the arrival and departure locations.
• Service Animals that meet ADA requirements are not governed by the Pet Policy and do not pay a fee for travel. Comfort animals and Emotional Support Animals (ESA) are classified as pets and must meet policy guidelines.
Kids Ride Free Program
For all C&J buses to Boston’s South Station or Logan Airport, one child 18 or under may ride free on buses to Boston/Logan Airport when accompanied by a full-fare ticketed adult. Only one child may ride free with each adult (adult must be 21 years of age or over). If you are traveling with multiple children; the Kids fare is available for children 12 and under, age 13 and over are considered an adult fare.
For all NYC service, children 12 and under will be charged one half of the adult fare and must be accompanied by an adult passenger. Age 13 and over are considered an adult fare.
All children under 16 years of age must be accompanied by an adult (18 years of age or over) when traveling on C&J Bus Lines. This program does not apply to the same day fare discount.
C&J does not require children to sit in car seats, and the overwhelming majority of our passengers with children choose not to use one. The majority of C&J coaches are equipped with seat belts, but we are unable to guarantee that the coach you ride will be equipped with seat belts to secure children’s car seats. The rider must supply the seat restraints if the coach is not equipped with them.
For the courtesy and comfort of all passengers, the carrying and consumption of food on C&J coaches is limited to odorless “snack-type” foods. Examples include dairy products, crackers, chips, pretzels, cookies, fruits, vegetables, and energy bars. Allowable food is at the driver’s discretion. C&J Bus Lines does not restrict passengers from carrying or consuming foods that have the potential to cause allergic reactions in others. Only beverages in covered containers are allowed on board. Alcoholic beverages are not allowed under any circumstances. We ask that all waste be properly disposed of in the trash bin located at the front of the coach.
C&J operates a reduced schedule on Thanksgiving Day and Christmas. Contact a C&J representative at 800.258.7111 for details. The company operates a slightly reduced holiday schedule on the following days:
- New Year’s Day (January 1)
- Martin Luther King Day
- Presidents’ Day
- Patriots’ Day
- Memorial Day
- Independence Day (July 4)
- Labor Day
- Columbus Day
- The day following Thanksgiving
Your first two bags are always free! Bags must not exceed 62 inches in total diameter or 50 pounds in total weight. While not subject to a surcharge, overweight bags shall be marked as such and may be the responsibility of the passenger to both load and unload from the motorcoach. C&J provides scales to weigh luggage in all terminals. If it is deemed that said bag does not present a potential injury risk to a C&J employee, she or he will provide assistance in safe responsible manner. Additional bags may result in an additional fee of $10.00 per bag.
For Logan Airport passengers, C&J provides complimentary luggage tags, which are color-coded by drop-off terminal. Using these tags helps the driver load and unload luggage in an efficient manner at each stop. Agents/drivers in our Dover, Portsmouth and Newburyport terminals will have tags available prior to boarding.
In addition to your checked luggage, you may carry on one small bag along with a personal item such as a handbag or a briefcase. Carry-on bags are limited to 10 pounds in weight and must be able to be stowed in the overhead compartment or under a passenger seat.
Golf equipment is acceptable without an additional charge assuming the item is within weight limitations. A golf bag will count as one checked bag. Ski bags and other related items are given the same consideration. Please note that whenever possible, all equipment should be packed in a hard-sided container. C&J shall not be responsible for damage to the bag or contents of items of this nature stored in soft-sided baggage.
Bicycles will be accepted subject to space availability, preferably in a hard-sided, padded case designed for bicycles.
C&J assumes a liability of $250 per adult-fare ticket (and $125 per half-fare ticket) for any baggage lost or stolen while in our care. C&J is not responsible for previously damaged items delivered to us for transportation. C&J is not liable for loss or damage of luggage delivered to our employee for transportation in our baggage compartments in an amount exceeding the above limits.
Passengers must be 18 years of age to check a firearm. One piece of shooting equipment will count as one bag. Firearms, shooting equipment and related items will be accepted only if placed in the luggage compartment of the coach. All firearms must be unloaded and packed in a crush-proof container specifically designed for the firearm(s). Each of the following are considered one piece of equipment: one rifle case containing no more than two rifles, one shooting net, noise suppressors, a small rifle tool set, or one shotgun case containing no more than two shotguns, one pistol case containing no more than four pistols, or one bow and quiver of arrows and maintenance kit enclosed in a proper case of sufficient strength to protect sporting equipment from accidental damage. No firearms/shooting equipment will be allowed as a carry-on.
C&J does not offer freight service.
If you are using C&J for travel between Dover, Portsmouth, and Newburyport, please note that our northbound schedules are not a true “scheduled stops”; we offer stop-and-go service at these locations. If you are looking to travel this way, we recommend arriving to your departure location at least 20 minutes prior to the schedule information and notifying a C&J Agent that you are looking to travel Intercity, as those times may be earlier or later due to traffic patterns.
Pick-up at our overflow lot occurs Monday – Friday from 5:00 a.m. – 9:00 a.m. for travel to South Station only; all other departures are from the main terminal. C&J buses traveling to Logan Airport do not pick up here.
Free parking is available at our facilities in Dover, Portsmouth, and Newburyport for up to 21 days. Extended parking is available at the Portsmouth Transportation Center – see pricing and more information below. Parking is for bus passenger and rideshare only. No vehicle storage, campers, or box trucks are permitted in C&J lots. All vehicles must have valid state registration stickers. Complimentary Parking in available at the Tewksbury Holiday Inn for all C&J patrons traveling on direct service to NYC. Any violators will be towed at the owner’s expense.
C&J offers valet parking at the Portsmouth Transportation Center. Valet service costs $7 and is available Monday – Saturday, 5:30 a.m. – 6:00 p.m. as well as Sunday, 8:00 a.m. – 5:00 p.m. For travelers returning after valet hours, vehicles will be parked in designated valet spots near the terminal and keys will be available from a C&J Representative at the front desk. You must have your valet ticket stub to claim your car.
C&J also offers valet at the Dover and Newburyport facilities during peak times.
Policy Updated: 11/21/16.
Need to park for over 21 days? Extended parking is available at the Portsmouth Transportation Center and is part of C&J’s valet service. See pricing below. All fees will be collected from the passenger at the agency upon dropping off the vehicle. Extended parking is not available at C&J’s Dover and Newburyport locations. For more information on our extended parking, please contact us at 800.258.7111.
00-21 Days Parked: Free to park yourself, valet parking is $7.
22-30 Days parked: $25
31-60 Days Parked: $55
61-90 Days Parked: $95
91-120 Days Parked: $125
121-150 Days Parked: $155
151-180 Days Parked: $175
Valet fee ($7) is included in the price for those using extended parking.
For further parking assistance or questions, please contact our customer care at 800.258.7111 or firstname.lastname@example.org.
Policy Updated: 1/20/17.
For the comfort of all passengers, phone conversations while onboard C&J’s Boston service coaches are prohibited. Limited cell use will be permitted during trips between New York City.
Our buses are equipped with Wi-Fi hot-spots. Along the route, the service is connecting from tower to tower. On occasion, service will be lost, and you will need to log back in using the steps described below. The Wi-Fi service is free of charge…enjoy!
Accessing Wi-Fi on C&J Buses: The most common question we field about our Wi-Fi is how to access it. If your laptop or smartphone does not automatically detect our Wi-Fi signal, you may need to manually activate it by accessing your device’s wireless settings and searching for available networks.
Our wireless service on buses is labeled according to the bus number (which you can find printed high on the dash at front of the bus). For example, if you are on bus 2903, our wireless will show up as C&J-2903. Select that network.
For additional support, most of our buses (75%) utilize a second network. If you see two C&J networks in your wireless settings, you may select either one. Depending on your selection, you may be brought to our Acceptable Use Policy upon opening your browser window. You’ll need to read through our Acceptable Use Policy and accept the terms and conditions. If you accept the usage terms, you must click “I accept these conditions,” at the bottom of the page. After that you will see a confirmation screen that will notify you of your successful connection.
Types of Service to Expect: Once you’ve accessed our Wi-Fi, you’ll want to get down to business. Here’s what you can expect to be able to do:
- Browse and post to social networking sites
- Read news articles or other online content
- Access cloud storage (like Google Drive or Dropbox)
Types of Service NOT to Expect: As you’ll see in our Acceptable Use Policy, we take a “community-minded” approach to our Wi-Fi. That means that, in order to make our Wi-Fi accessible to all riders, there are some types of content that we cannot make available at this time – primarily anything streaming, such as Netflix, Pandora, or YouTube. Streaming content takes up a large amount of bandwidth and that makes it difficult for other passengers to successfully connect and/or maintain connection.
- Wi-Fi disclaimer: C&J Bus Lines makes every effort to provide these services free of charge to every passenger. However, if, for any reason, the service is unavailable, we are unable to supply a refund.
Smoking, including electronic cigarettes and vaporizers, are strictly prohibited on all C&J motorcoaches.
C&J reserves the right to refuse transportation to any person under the influence of intoxicating beverages or drugs, who is unable to take care of himself/herself, or whose conduct is likely to be such as to make them objectionable to other passengers. Passengers not wearing shoes or other protective footwear will be denied transportation.
All tickets are non-transferable. The refund policy is defined by the ticket origin/destination and ticket type:
Note: To initiate a refund of an online purchase contact C&J Customer Care at (800) 258-7111 or email@example.com. Tickets purchased at a C&J terminal in Dover, NH, Portsmouth, NH, or Newburyport, MA can be refunded directly by the agent on duty.
Portsmouth, NH, Tewksbury, MA, and Ogunquit, ME (seasonally) to NYC:
All NYC refund requests must be received at least 24-hours prior to the scheduled departure time by contacting the C&J Information Center at (800) 258-7111. Changes to a reservation can be made up until 20 minutes prior to the time of departure. All refund & change requests are subject to a $15 per-passenger, per-transaction fee. If a reservation not used on the date and time specified on the ticket, the ticket is void and non-refundable.
Dover/Portsmouth/Newburyport to Boston/Logan Airport:
All full-fare tickets are valid within 6 months of the date of purchase. Refunds available on non-expired tickets. A $5 refund fee will be applied to all tickets regardless of the ticket type (excluding six-ride and monthly passes, which are non-refundable). An expired or used ticket is not valid for a refund or transportation.
Six-Ride & Monthly Passes:
During winter weather events, our team closely monitors road conditions and we will update the home page of our website with any necessary alert information using a weather band at the top of the page. Snow and/or a wintery mix will not predict service cancellation as it will be predicated on visibility and/or traction and the level that conditions might worsen throughout the storm effecting our ability to safely operate.
Our Information Center is open 24-hours a day with up-to-date information as to the current conditions and possible predictions on travel time, and can be reached at 800.258.7111. We will also continue to post to our website and our Facebook and Twitter accounts as the storm progresses. Our goal is to maintain the schedule throughout inclement weather conditions and we will do our best to accomplish that.
Receive text message alerts for the latest C&J traffic and weather updates right to your cell phone, sign-up here!
Every effort will be made to operate according to published schedules. Circumstances sometimes develop beyond our control and accordingly C&J cannot hold itself responsible for errors in timetables or for inconveniences or damage resulting from delayed coaches. Connections are not guaranteed and schedules are subject to change without notice.