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FAQ's - Frequently Asked Questions . . . |
What is American Coach Lines?We are a charter bus company. As such, we provide preformed groups who desire to travel with a motorcoach and driver to carry them to the destination of their choice. Common customers would include schools, universities, corporations, churches, clubs, sports teams, etc. We do not sell individual bus tickets for individuals to travel between two cities (like Greyhound, for example).Where can your company take our group?We have authority to operate in every state in the continental USA and all of Canada. With American Coach Lines / Southern Coach, your group can travel safely and conveniently to the destination of your choice.How are the buses equipped?All of our motorcoaches are equipped with air conditioning, an on-board restroom, reclining seats with head rests, individual reading lamps, video and audio entertainment systems, and tinted windows. Our Mini-bus fleet (which normally operates only locally) does not offer restroom, reclining seats, or video entertainment system.Do the buses operate 24 hours a day?Our buses operate on the schedule requested by the person responsible for the group. If so required, we supply additional drivers so your group can travel around the clock. While it is possible to travel "non-stop", we recommend you plan your trip with normal sleep cycles in mind to achieve maximum passenger comfort and safety. We find the majority of travelers prefer maintaining a normal sleep schedule.Do the buses make stops?Again, chartering groups can establish their own travel schedule. However, we recommend stopping at least every four (4) hours so passengers can stretch, enjoy meal stops, and use regular restroom facilities. Remember, the driver needs periodic breaks for safety, regardless of the groups itinerary.Is the driver's gratuity included in the price?No. Tipping is voluntary and at the groups discretion. A recommended guideline would be $1.00 per person, per day.Is there assigned seating aboard the buses?Generally speaking, no. Seating is on a first-come, first-served basis. However, the seats are numbered, and if the group leader desires to do so, assigned seats are possible. We can provide seating charts (please request these in advance) so you can assign seats and issue appropriate seating vouchers to your group members.How far in advance should I reserve a motorcoach?Advance reservations are necessary, and the earlier you book, the less chance you have of disappointment. In general, weekend periods are busier than midweek; Spring is busier than Summer; Fall is busier than Winter. However, please keep in mind we have a fixed number of vehicles in our fleet. During busy periods we are frequently sold out. We therefore recommend you call well in advance for a quotation and to confirm a motorcoach reservation.Is smoking allowed on board?No. Federal law does not permit smoking aboard buses.Are meals provided on board?No. Meals are not provided. However, our Sales Representatives will be happy to recommend popular meal stops en route, or to help arrange box lunches if necessary.Are food and drink allowed on board?Yes. Food and non-alcoholic drinks/beverages may be carried on board for personal consumption. Large coolers can block the aisles and create a safety hazard. We encourage the use of small, individual sized, coolers which can fit beneath your seat or in the overhead parcel rack.Are radios, laptops, cellular phones, or electronic games allowed on buses?Radios, laptops and other electronic items may be carried on board, provided that they do not disturb fellow passengers and headphones are used.Are pets allowed on board?No dogs, cats, birds, or other animals will be transported. However, a service animal such as a seeing eye dog, trained for the purpose of accompanying a disabled person, will be permitted to travel with a disabled person.Are pillows and blankets available for nighttime travel?No, but you are welcome to bring your own within your carry-on luggage.Do you offer movies to view en route?Yes ... and no. We are licensed to show movies in route, and we have an assortment of movies available, or your can provide your own movies for viewing. Please note that we have access to edited movies, which may be more suitable for a mixed audience. You should be aware that movies rented from a video store or purchased for home viewing are not edited for language and/or sexual situations. We strongly recommend movies edited for content. Ask your Sales Representative for details.Do you have any American Coach / Southern Coach merchandise available for sale?Yes. American Coach / Southern Coach Company-licensed merchandise may be found at our office/garage locations. You may also call (800) 222-4793 to inquire about available items and/or to place an order. Currently available items include bus banks and travel bags, but other items may become available soon.Can your company accommodate Passengers with Disabilities?Yes. With 48-hours advance notice, we can provide a handicapped accessible motorcoach (when ever available) for your trip. Please note that wheelchair accommodations reduce the total seating capacity of the motorcoach. Check with your Sales Representative concerning how this may impact your specific group. We recommend a personal care attendant accompany passengers with a disability when appropriate. The attendant should be able to provide needed assistance during the trip and accompany the disabled passenger for the duration of the charter. For more information, please contact your Sales Representative.Do you offer tour programs?Yes, for groups of 30 or more passengers only. Please see our Group Tour section for full details.Do you have a policy with regard to unruly passengers?American Coach Lines / Southern Coach Company reserves the right to refuse to transport a person under the influence of intoxicating liquor or drugs or who refuses to comply with any lawful rule or regulations. If you witness any unruly behavior or suspect any trouble with a fellow passenger during your trip, please notify the driver.How early should we ask for our bus arrive prior to departure?As a rule, we suggest 15 minutes for a simple one-day trip. 30 minutes for overnight trips or more complicated one-day charters when loading coolers or other items may require extra time. We also recommend 30-minutes lead time to accommodate passengers with disabilities.Do you guarantee departure and arrival times?No. While we make every effort to provide on-time service, we do not guarantee to depart or arrive at any specific time. Travel may be delayed by any number of factors, including weather, traffic, or mechanical problems. We are not liable for the expense of missed connections or any other travel expense as a result of delays, however, you may wish to contact the connecting service for their specific refund procedures.What information should I have ready when calling to book a charter?To assist our representatives, please have the following information ready: - The city you will be departing from - The destination of your trip - An outline of your planned itinerary - The date you wish to leave and intended time of departure from origin point - The date you wish to return and intended time of return to place of origin - How many passengers will be travelingWhat forms of payment are accepted?U.S. currency, checks (a minimum of 21 days in advance), bank checks, Visa, MasterCard and American Express (accepted prior to departure through our office) are acceptable forms of payment.What are the restrictions on carry-on baggage?In order to provide all passengers with reasonable safety and comfort on board, carry-on baggage is restricted to two carry-on pieces per person, both of which must fit either in the overhead compartment or under the seat in front of you. Passengers are reminded to keep their valuables with them at all times.What are the restrictions on checked baggage?Each passenger is allowed one large suitcase, which is stowed under the floor of the coach. Baggage handling beyond coachside is not included. If your charter involves airline connections and/or hotel accommodations, please ask your charter representative about special baggage handling arrangements.What are the restrictions on travel into Canada?Passports are the best form of identification for international travel. Passports to enter Canada are currently not required of U.S. citizens. However, proof of citizenship must be carried. A passport (current or expired) birth certificates or baptismal certificates will usually suffice. A driver's license does not constitute proof of citizenship. Naturalized U.S. citizens should carry naturalization papers, and U.S. resident aliens must have an Alien Registration Receipt card.Important Note: The Western Hemisphere Travel Initiative will soon require all travelers to and from the Americas, the Caribbean, and Bermuda to have a passport or other accepted form of documentation to enter or reenter the United States. The program will be rolled out in phases. The proposed timeline is as follows: December 31, 2006: Requirement applied to all air and sea travel to or from Canada, Mexico, Central and South America, the Caribbean, and Bermuda. December 31, 2007: Requirement extended to all land border crossings as well as air and sea travel. How do I reach the company if I have a complaint or comment?Please call, write, or e-mail us with the details of your trip and the level of service. Include the names of any personnel involved, your travel date, and bus number if possible, along with the issue in question. You may reach Customer Service by any of three convenient means:- E-mail: jaxnc.info@coachamerica.com - Phone: (800) 232-5477 - U.S. Mail: Customer Service Department American Coach Lines of Jacksonville, NC 408 Center Street Jacksonville, North Carolina 28546 What procedure is followed when customer complaints are received?An investigation must be carried out by our Personnel Department. Anonymous inquiries or those without a return address and phone number will not receive a response. Please note responses may take seven to ten business days. In order to facilitate a full investigation, please provide the following information:- Your name, address, and daytime phone number - Your e-mail address - The date, time, and location of the trip - The bus number (for motorists) - The charter number or group name(for passengers) - The nature of the problem I would like to report a bus driver driving unsafely. What should I do?Please call (800) 232-5477 and report the time and location of the bus in question. Investigations must be carried out by our Customer Service department before issues are forwarded within the company for review. Anonymous inquiries or those without a return address and phone number will not receive a response. Please note that responses may take seven to ten business days.I would like to compliment an employee. What should I do?Please send detailed information to our Customer Service department at the address shown above. Include any detailed information about who provided the great service, what they did, and the location where the assistance was provided.How can I suggest an improvement for your web site?We welcome your suggestions! Please send your comments to webmaster@southerncoach.com |
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or Email us at jaxnc.info@coachamerica.com Copyright © 2007 - Southern Coach Company - All rights reserved - Last Revised June 2007 |
| Home | Charters | Meetings | CoachAmerica | Safety | Consumer Tips | Contact Us |
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