Updated: July 15, 2025

                                                               Introduction

City Connect Shuttle LLC (“City Connect”) is a transportation service provider. These Terms & Conditions govern all purchases made through City Connect and all transportation services provided by City Connect. By booking or using our services, you agree to be bound by these Terms & Conditions.

                                                                  Glossary

For purposes of the Terms & Conditions, the following definitions apply:

• Bus: Refers to any vehicle used to transport passengers under City Connect Shuttle LLC, including vans, omnibuses, shuttles, or any vehicle with up to 15 seats (including driver).

• City Connect Shuttle LLC (also referred to as “City Connect,” “we,” “us,” or “our”): The legal entity and service provider offering scheduled passenger transportation services.

• Driver Operator: The primary driver responsible for operating the vehicle along the scheduled route.

• Transfer Operator: A secondary driver who may temporarily relieve the Driver Operator and assist with driving duties during longer routes or shifts.

• Baggage / Luggage: These terms are used interchangeably and refer to any suitcases, bags, or personal items brought by passengers for transport and stored in the designated baggage areas.

                                                       General Provisions

Contract of Carriage

When you purchase a ticket from City Connect Shuttle LLC (“City Connect”), you enter into a binding contract with City Connect for the provision of transportation services. By completing your purchase, you agree to be bound by the terms of this contract, which are set forth in:

1. Your ticket, and

2. These Terms & Conditions of Travel (“Terms”).

City Connect does not discriminate in the provision of its services. Transportation will not be refused on the basis of sex, race, color, religion, or any other protected characteristic as defined by applicable law.

Amendments to Terms

City Connect Shuttle LLC (“City Connect”) may amend these Terms at any time, except where prohibited by law. Your ticket purchase and travel are subject to the Terms in effect both:

1. On the date you purchased your ticket, and

2. On the date of travel.

City Connect reserves the right to apply amended Terms retroactively when reasonably necessary for operational purposes, provided such changes do not have a materially adverse effect on you.

No City Connect representative — including employees, drivers, or customer service agents — has the authority to waive, alter, or modify any provision of these Terms, unless such modification is expressly authorized in writing by a corporate officer of City Connect or their designated representative.

                                                              Travel

Ticket Validity & Passenger Responsibility

All valid tickets can be in the form of either:

• A screenshot of the email confirmation page, or

• A printed copy of the email confirmation page.

This confirmation serves as your valid ticket for boarding.

It is the sole responsibility of both the ticket purchaser and the passenger to ensure the following before travel:

1. Correct Passenger Name

   • The ticket must display the passenger’s full legal first and last name as it appears on their government-issued ID (if ID is required).

   • Any discrepancies in name may result in boarding being denied without refund.

2. Accurate Order Information

   • The ticket must reflect the correct travel date, departure time, and route.

   • Tickets are only valid for the specific trip listed in the order details.

3. Ticket Presentation

   • Passengers must be able to present the ticket in either digital (screenshot) or printed form upon request.

   • It is recommended to save or print the confirmation in advance to avoid issues with internet connectivity or device failure.

Failure to present a valid ticket with accurate information may result in denial of boarding. No changes can be made at the time of departure. Refunds or rescheduling are subject to our standard change and cancellation policy.

Tickets are non-transferable. Presentation of a ticket by anyone other than the passenger named on the ticket renders the ticket void. Such tickets may be confiscated and will not be honored for travel.

Tickets are valid only when used in accordance with these Terms. Passengers found traveling without a valid ticket may be subject to an additional fare or fee.

If a ticket is rendered invalid due to the passenger’s failure to comply with these Terms, City Connect may, at its discretion:

• Refuse to board the passenger.      

• Cancel any remaining portion of the passenger’s booking

Children & Minors

• Children Under 2 Years Old:
  One (1) child under the age of 2 may travel for free when seated on the lap of a fare-paying adult. A separate ticket is not required in this case. Only one lap child is permitted per adult passenger. Additional infants will require a paid seat and ticket.

• Children Aged 2 and Older:
  All children 2 years of age or older must have their own seat and a valid ticket for travel.

• Children Up to 15 Years Old:
  Children under the age of 16 must be accompanied by a responsible adult at all times during travel.

• Children Aged 16–17 Years:
  Children between the ages of 16 and 17 may travel unaccompanied without restrictions. They are responsible for carrying all required identification and travel documents.

City Connect is not responsible for the supervision of unaccompanied minors and reserves the right to refuse travel to any minor if it is deemed unsafe or inappropriate under the circumstances.

Ticket & Identification Requirements

• Ticket Presentation:
  Each passenger may be asked to present a valid printed or digital ticket to board the vehicle. The ticket entitles the passenger to transportation solely between the specified origin and destination, on the reserved date, time, and schedule listed on the ticket. Tickets are valid only for the scheduled trip and are non-transferable.

• Identification Requirements for Passengers 16 and Older:
  During boarding, the Driver Operator may request that passengers aged 16 years or older present a valid, government-issued photo ID. Acceptable forms of identification include, but are not limited to:

  • A current Driver’s License

  • Passport

  • Permanent Resident Card (Green Card)

  • U.S. Military ID

  • Any other official federal or state government-issued photo ID containing the passenger’s name and date of birth

  If requested, passengers who are 16 years of age or older must present the required identification in order to board. Failure to provide acceptable ID upon request may result in denial of boarding without refund.

Cancellations, Rescheduling & Unused Tickets

Cancellation by City Connect

This refers to any cancellation initiated by City Connect. City Connect reserves the right to cancel ticket reservations when such action is necessary or advisable due to:

• Weather conditions or other circumstances beyond City Connect’s control, or

• Operational or safety requirements, at City Connect’s sole discretion.                                                                                                      

In the event of an Involuntary Cancellation, affected customers will be offered the option to reschedule their trip at no additional cost. Refunds or other compensation, if applicable, will be provided in accordance with City Connect’s policies and any governing legal requirements.

Cancellation by Customer

This refers to any cancellation initiated by the customer. Voluntary Cancellations must be made no later than 2 hours prior to the scheduled departure time.

• Voluntary Cancellations can only be completed via phone through a City Connect Customer Service Representative.

• Cancellations are subject to City Connect’s Cancellation Policy.

• Depending on how far in advance the cancellation is made, City Connect may offer a full or partial refund in the form of a voucher. For details, please refer to the Refunds section of these Terms.

Rescheduling Ticket Reservation

Customers may reschedule their trip, provided that the request is made no later than 2 hours prior to the scheduled departure time.

• Rescheduling is permitted only via phone through a City Connect Customer Service Representative.

• Driver Operators cannot reschedule tickets on behalf of customers.

Rescheduling is processed through the City Connect’s dispatch system. This system first cancels the customer’s original ticket in order to issue a new one. Therefore, City Connect’s Cancellation Policy applies to all rescheduling requests. Specifically:

• The customer will receive a full or partial refund in the form a voucher via email, depending on how far in advance the cancellation occurs.

• That voucher amount will then be applied toward the price of the new reservation.

• If the new ticket costs more than the voucher amount, the customer is responsible for paying the difference.

Unused Tickets

If a customer fails to cancel or reschedule their ticket at least 2 hours prior to the scheduled departure time, and does not board the vehicle for the trip, the ticket will be considered forfeited. In such cases, all fares and fees are non-refundable and no credits or vouchers will be issued.

Service & Credit Card Process Fees

In cases of Voluntary Cancellations or when a customer reschedules a ticket reservation, Service Fees and any applicable credit card processing fees will not be refunded. In cases of Involuntary Cancellations, no Service Fee will be charged.

Refunds

For the purposes of this section, the terms “voucher” and “refund” are used interchangeably and refer to compensation issued in the form of a travel credit, unless otherwise stated.

By purchasing a ticket from City Connect, you agree to the terms outlined in this Refund Policy.

1. All Sales Are Final

All ticket sales are final. We do not offer cash refunds. All refunds will be issued in the form of a voucher unless required differently by law. Please double-check all trip details (date, time, route, and passenger name) before completing your purchase. 

2. Cancellation by Customer

If you need to cancel your trip:

• You may be eligible for a voucher if your cancellation request is received 2 hours before departure.

• Cancellations made after the 2 hours before departure time are not eligible for vouchers.

3. Cancellation by City Connect

If we cancel a trip due to operational issues and no alternative service is available:

• You may choose between a full refund to your original payment method or a voucher for future travel.

4. Cancellations beyond City Connect’s Control

In rare cases, trips may be delayed or canceled due to circumstances beyond our control, including but not limited to:

• Severe weather (e.g., snowstorms, flooding, hurricanes)

• Natural disasters (e.g., earthquakes, wildfires)

• Road closures, government travel restrictions, or other force majeure events (commonly referred to as “Acts of God”)

When such events occur:

• City Connect will make every reasonable effort to inform customers as soon as possible using the contact information provided during booking.

• If service must be canceled, affected passengers will be issued a voucher for future travel.

• Cash refunds will not be issued for cancellations caused by Acts of God or conditions outside our control, unless otherwise required by law.

5. Delays

Delays due to traffic, weather, road closures, or mechanical issues are common risks in transportation.
Therefore, City Connect does not issue refunds for delayed departure or arrival times.

However, delays in excess of 2 hours or more from departure time, we may issue a full or partial refund for a future trip

4. Voucher

Voucher Validity

Vouchers issued by City Connect are valid for 12 months from the date of issue.
After this period, unused vouchers will expire and cannot be reissued or extended.

Non-Transferable Voucher

Vouchers are non-transferable and may only be used by the original customer associated with the original booking. They cannot be sold, gifted, or reassigned.

How to Redeem a Voucher

Vouchers can be redeemed during checkout by entering the code in the “Add a Coupon” section. The discount will apply to the eligible fare before payment is completed.

Eligibility for Refund Issuance

Refund requests must be submitted within 7 days of a canceled or disrupted trip in order to be considered.

Requests received after this period may not be eligible for a voucher.

How to Request a Refund

To request a voucher, customers must complete the official Refund Request Form.
Our team will review the request and respond within 3–5 business days.

Requests received after these deadlines may not be honored.

Delivery of Refund

Approved vouchers will be sent via email to the address provided at the time of booking.
Please ensure your contact information is accurate and check your spam or promotions folder if you do not receive your voucher.

Responsibility for Requesting a Refund 

It is the customer’s responsibility to request a refund when eligible.
City Connect will not issue refunds automatically. Passengers must complete the proper steps to initiate a request.

Passenger Conduct and Refusal of Transportation

Liability for Prohibited Conduct

Passengers who engage in any form of Prohibited Conduct as defined in these Terms shall be liable for any resulting harm, damage, or loss, whether direct or indirect, including but not limited to:

• Physical harm or injury to themselves, the Driver Operator, or other passengers;

• Damage to the vehicle operated by City Connect or any of its equipment or systems;

• Damage to personal property of the Driver Operator, other passengers, or City Connect;

• Costs incurred by City Connect as a result of delays, cancellations, diversions, or repairs caused by the passenger’s conduct.

City Connect reserves the right to pursue appropriate remedies, including legal action and recovery of damages or costs, arising from such conduct.

Operations & Schedules

Boarding Time & Location

Passengers are required to be at their designated boarding location at least two (2) hours before the scheduled departure time. This applies regardless of the pickup location type (residence, apartment complex, gas station, mall, airport, etc.).

If a passenger is not present and ready to board at the time of departure, the ticket may be voided and the seat may be released for resale, with no refund or compensation provided.

City Connect will notify passengers of schedule changes using the contact information provided during booking. If a customer fails to board the vehicle at the rescheduled or delayed departure time after being notified, City Connect bears no liability and no compensation will be provided. Passengers are solely responsible for maintaining up-to-date contact information.

Seating

Generally City Connect does not offer reserved seating. Passengers may choose any available seat on a first-come, first-served basis. Seating is provided without regard to race, color, sex, religion, national origin, or any other protected characteristic.

However, some routes may offer reserved seating options for an additional fee. Please refer to the Seat Reservations section of these Terms for further information.

Schedule & Service Changes

City Connect will exercise reasonable efforts to transport passengers and their baggage from the origin to the destination according to the published schedule. However, schedules, departure and arrival times, vehicle types, and other travel details are not guaranteed and are subject to change without notice.

City Connect reserves the right, in its sole discretion, to:

• Change or cancel scheduled trips;

• Substitute vehicles (including buses, vans, or rented vehicles);

• Assign different Driver Operators;

• Alter or omit scheduled stops;

• Adjust routing for operational or safety reasons.

In the event of such changes, City Connect’s sole liability is limited to what is described in the Refunds section of these Terms.

If a vehicle becomes unserviceable during a trip, City Connect will make reasonable commercial efforts to provide affected passengers with a substitute vehicle or transport to a suitable location where the trip may be continued.

City Connect is not responsible or liable for any costs, expenses, losses, or damages—direct or indirect—resulting from:

• Cancellations;

• Delays;

• Schedule changes;

• Vehicle substitutions;

• Routing adjustments; or

• Failure to operate any trip according to schedule.

City Connect will attempt to notify passengers of delays, cancellations, or changes as early as possible via text message, email, or app notifications, provided passengers have submitted up-to-date contact information.

Stops

City Connect buses may make scheduled or unscheduled stops for:

• Restroom use;

• Fueling;

• Food and refreshments;

• Passenger pick-up/drop-off.

Most stops will occur at gas stations, rest areas, or fast food restaurants.

At each stop, the Driver Operator or crew member may announce a firm departure time. It is the sole responsibility of each passenger to return to the vehicle before the announced departure time.

• City Connect is not obligated to wait for late or missing passengers.

• Passengers left behind are not entitled to any refund, substitute transportation, or compensation.

• Parents or guardians are responsible for ensuring that all children traveling with them are also onboard prior to departure.

Passengers are advised to remove all valuables from the vehicle during stops. City Connect shall not be liable for any loss, theft, or damage to personal items left onboard during stops.

Transfers

Some trips may require passengers to switch buses and/or drivers during the course of travel—this is referred to as a “Transfer.”

Transfer Operator

In most cases, a Transfer involves a Transfer Operator, and Driver Operator.  where one Driver is relieved by another. This typically occurs to support driver safety, compliance with hours-of-service regulations, and operational efficiency during long-distance trips.

• Passengers usually remain on the same bus, and no action is required on their part.

• The Transfer Operator may either: begin the route picking up passengers, then Driver Operator will complete the route. Or the transfer Operator can relieve the Driver Operator and finish the remainder of the  route dropping off passengers.

• These transfers are routine, quick, and typically do not cause any delays to the trip schedule.

Law Enforcement Access

At City Connect, we are committed to protecting the rights and privacy of our passengers while complying with all applicable local, state, and federal laws. We recognize that law enforcement agencies may occasionally request to conduct searches on our buses. Our policy regarding such requests is as follows:

• Warrant Required: City Connect requires a valid search warrant before allowing law enforcement officers to board or search our vehicles, particularly when the search targets specific individuals or belongings.

• Exceptions Permitted by Law: In some cases, warrantless searches may be legally permissible, such as:

  • In exigent circumstances (e.g., imminent threat to safety)

  • When conducted with passenger consent

  • At border checkpoints or within certain transportation security zones

  • During a routine safety inspection, as allowed by law

• Passenger Notification: When appropriate and safe to do so, City Connect will attempt to notify passengers if law enforcement boards a bus and initiates a search. However, in certain legal or emergency situations, prior notification may not be possible.

• Non-Interference: City Connect employees are instructed not to interfere with law enforcement activities, but are also not authorized to waive passengers’ rights. Passengers have the right to remain silent, refuse consent to search (unless otherwise compelled), and to request legal counsel.

• Cooperation and Documentation: Any law enforcement activity involving a search or seizure aboard a City Connect vehicle will be documented internally and reviewed for compliance with company policy and applicable law.

Passenger Rights

We encourage our passengers to be aware of their rights. If you are approached by law enforcement during a trip and are unsure of your legal rights, you have the right to politely ask if you are required to comply or if you may decline participation.If you have concerns or questions regarding this policy or a specific incident, please contact us at Support@CityConnectUS.com.

Seatbelts

While the bus is running, all passengers are required to sit in a seat with their seatbelt securely fastened.  It is each passenger’s responsibility to ensure that his/her seatbelt is properly fastened at all times.

                                            Passengers with Disabilities

City Connect is committed to providing equal access to transportation for all individuals in accordance with the Americans with Disabilities Act (ADA) and other applicable federal, state, and local disability laws and regulations. We do not discriminate on the basis of disability in the provision of our services.

Non- Discrimination

City Connect will not refuse transportation to any individual with a disability, as defined by the ADA and related laws, solely on the basis of that disability—except where permitted or required by law, such as when:

• A passenger poses a direct threat to the health or safety of others

• The individual cannot be reasonably accommodated even with modifications or auxiliary aids

Travel Assistance

We are committed to ensuring a safe, dignified, and comfortable journey for all passengers. If you have a disability, we encourage you to let us know how we can assist you throughout your travel experience.

Please note:

• Some disabilities may not be immediately visible to our staff.

• You may be served by multiple drivers or transfer staff throughout your trip.

• It is important that you request assistance at each location where support is needed.

We encourage proactive communication to help us better meet your needs.

Ticket Purchase Assitance

If you encounter any barriers while purchasing tickets electronically due to a disability, or have any questions or concerns regarding accessible travel, please contact us through any of the methods listed below. Our team is here to assist you before, during, and after your trip.

Wheelchairs & other Mobility Devices

At City Connect, we are dedicated to serving individuals with disabilities and strive to provide a respectful and inclusive travel experience for all passengers. While we are committed to assisting passengers with boarding and disembarking, we regret to inform you that our current vehicle fleet does not have the space or equipment to safely store or accommodate wheelchairs or other large mobility devices.

We sincerely apologize for this limitation and appreciate your understanding. We are continually evaluating our services and operations with the goal of improving accessibility in the future. If you have questions about travel assistance or need clarification regarding accommodations, please contact us through any methods listed below.

Priority Seating

• Priority seating is located at the front of the vehicle and closest to the side door.

• These seats are intended for passengers with mobility impairments, visual or hearing disabilities, or other conditions that make standing or walking through the bus difficult.

Passenger Cooperation

• We respectfully request that all passengers yield priority seating to those who need it.

• While drivers and staff are not legally required to enforce the use of priority seating, they may remind passengers of this policy when necessary.

Courtesy & Awarness

• Please be courteous and aware of fellow travelers who may have non-visible disabilities.

• If you require assistance accessing a priority seat, please inform the driver or onboard staff.

Assistance On/Off the Bus

City Connect personnel are available to:

• Assist you with boarding and disembarking

• Provide help with your baggage

If you require assistance:

• Please inform your Driver or Transfer Operator.

• Don’t hesitate to ask again during your trip if additional help is needed—especially at pick up and dropped off locations.

Please note that while we strive to make our services as accessible as possible, we cannot guarantee that every curbside pickup and drop off  location is fully accessible to individuals with disabilities or limited mobility.

These locations may be managed by third parties or local municipalities, and conditions such as uneven pavement, lack of ramps, or limited shelter may vary. We recommend planning ahead when possible

Please Contact us in advance if you have specific accessibility concerns about a location

Service Animals

Service animals are welcome aboard City Connect buses. A service animal is defined as a dog or other animal that is individually trained to perform specific tasks or work for a person with a disability.

Examples include:

• Guiding individuals who are blind

• Alerting individuals who are deaf

• Assisting during seizures

• Reminding individuals to take medication

• Calming those with PTSD or anxiety

Service Animal Guidelines:

• Animals must remain under your control at all times, using a leash, harness, or carrier unless such devices interfere with the animal’s work or your disability prevents their use.

• The animal must stay within your space (at your feet) and cannot occupy a seat or block aisles.

• If a service animal poses a health or safety risk to others, City Connect reserves the right to deny or remove the animal from the vehicle.

• Pets or emotional support animals that do not meet legal service animal definitions are not permitted on board.

Traveling alone

Passengers are welcome to travel alone as long as they are able to travel independently, without requiring personal care assistance such as:

• Help using the restroom

• Dispensing medication

• Ongoing monitoring or supervision

Please note that City Connect cannot provide personal care services. If you require such assistance, we recommend that you travel with a personal care assistant.

Medication

Please keep your medications with you on the bus at all times.
Do not store medication in checked baggage in the rear of the bus, as:

• City Connect is not liable for lost medications

• You may not have access to it when needed

Oxygen Cylinder Guidelines

Passengers may bring portable medical devices on board, including oxygen and respirators.

• Maximum four (4) cylinders per passenger

• Each cylinder must:

  • Be no larger than 4.5 inches (11.4 cm) in diameter and 26 inches (66 cm) in length

  • Have safety caps on valves

  • Be securely packaged to prevent accidental discharge

• The total oxygen load on a bus must not exceed 99 lbs

• Passengers are responsible for ensuring their oxygen supply lasts the full trip and must arrange for refills if needed

Contact for Help

Email: Support@CityConnectUS.com
Phone: (888) 676- 1403
Website: CityConnectUS.com

                                                      Group Travel

Group Size and Eligibility

• A minimum of 6 travelers is required to qualify for group rates and services.

• The group must travel on a coordinated itinerary, unless otherwise agreed in writing or verbally.

Non- Refundable Deposits

• To confirm and reserve your group trip, a non-refundable deposit is required at the time of booking.

• The deposit secures your vehicle(s), driver(s), and trip schedule.

• Deposits are non-refundable under all circumstances, including customer cancellations, reductions in group size, or trip changes, unless otherwise required by law.

• Final payments must be received no later than 7 days before departure.

• Late payments may result in cancellation of reservations and forfeiture of deposits.

Pricing and Inclusions

City Connect’s group travel pricing is based on:

•  Standard per-seat base fare
• Exclusive private vehicle use
• Total number of passengers (with a second vehicle fee for groups over 14)
• Whether the trip is one-way or round-trip (with discounts for same-day returns)
• Distance and time involved in the journey.

Exclusivity

• Transportation is exclusively reserved for the use of your group. No other individuals or groups will be permitted to board or charter the vehicle.

• If you’d like to schedule your trip at a custom time outside of our regular departure windows, an exclusive scheduling fee between $100–$200 may apply, based on availability and staffing requirements. We’ll confirm the exact amount during booking.

Cancellations and Refunds

All group bookings require a non-refundable deposit to secure the reservation. If a group has paid in full and chooses to cancel, City Connect’s refund policy is as follows:

• Cancellations made more than 7 days before the scheduled departure may be eligible for a card refund of the final payment (excluding the deposit) or a voucher for the full amount paid.
• Cancellations made 5 to 7 days before departure are eligible for a voucher only, minus the deposit.
• Cancellations made less than 5 days before the trip, including same-day cancellations or no-shows, are not eligible for a card refund or voucher
• Vouchers are valid for 12 months and may be applied to a future group booking

Early Booking 

• Book at least 7 days in advance to guarantee availability and avoid added fees.

• No additional fee applies for booking well in advance. In fact, we encourage groups to book 2–4 weeks ahead to secure preferred times and avoid peak demand pricing.

Late Booking (Last-Minute Requests)

• Bookings made less than 72 hours in advance may be subject to a late booking fee, ranging from $100–$200 depending on how close the request is to departure.

• Same-day bookings require a $200 coordination fee and are only accepted if resources permit.

• Acceptance of late bookings is based on vehicle and staff availability.

Changes and Flexibility

• While group requirements (dates, size, transportation details) are adjustable, modifications may result in increased costs or reduced group benefits.

• Date changes and itinerary alterations must be requested in writing and are subject to availability and administrative fees.

Multiple Pick-Up/Drop-Off Points 

By default, all group members must be picked up and dropped off at the same location.

If your group requires multiple pick-up or drop-off points, this option is available by request only and must be approved in advance.

The fee covers extra drive time, routing adjustments, and scheduling coordination.

All stops must be within a reasonable distance of the main route and confirmed at the time of booking.

Please let us know during your quote request if your group will need more than one stop so we can provide accurate pricing and availability.

Liability

• City Connect is not responsible for delays, cancellations, or losses due to acts of nature, strikes, political unrest, or other circumstances beyond control.

• Travelers participate at their own risk and agree to release City Connect from liability related to accidents, illness, or loss of property.

Group Conduct

• All participants are expected to behave responsibly and respectfully. City Connect reserves the right to remove individuals whose behavior is disruptive or endangers others, at their own expense.

Acceptance of Terms

By submitting payment or confirming reservations, each traveler acknowledges and agrees to these terms and conditions on behalf of themselves and any minors for whom they are responsible.

                                                              Baggage

City Connect does not accept checked baggage and expressly disclaims all liability for lost, damaged, or stolen items, as well as for any injuries caused by or resulting from shifting baggage. Passengers are solely responsible for their own baggage throughout the entire journey, including stowing, transferring, and retrieving it. City Connect does not guarantee the safety or secure transport of any baggage, whether stored inside the cabin, under the seat, or in the rear of the van. Passengers who choose to store items under their seat or in the rear of the bus do so entirely at their own risk. Unclaimed baggage may be subject to storage fees and disposal if not promptly retrieved at the time of departure or arrival. All baggage is subject to inspection by City Connect personnel or law enforcement at boarding areas, and during travel. For identification purposes, all bags must be clearly labeled with the passenger’s full name, address, and telephone number.

Carry-On Item

Each passenger may bring one (1) carry-on item free of charge, not exceeding 16 x 12 x 7 inches (42 x 30 x 18 cm) in size and 25 lb (7 kg) in weight. Slight size deviations may be permitted as long as the combined dimensions do not exceed 35 inches (90 cm). Oversized carry-ons must be stored under the seat or in the rear cargo area and will count as the passenger’s one free Stored baggage item. Carry-on baggage remains the passenger’s responsibility for the entire duration of the trip. City Connect is not liable for any lost, stolen, or damaged carry-on items. Carry-on items should not interfere with bus operations or inconvenience other passengers. Any suspicious access or tampering should be reported to the Driver/ Transfer Operator immediately. Passengers are responsible for inspecting their baggage before disembarking.

Stored Item

In addition to the carry-on, each passenger is allowed one (1) piece of baggage for free, which may be stored under the seat or in the rear cargo area. The maximum size for this baggage is 24 x 16 x 10 inches (60 x 40 x 25 cm), with a weight limit of 40 lb (18 kg). Slight deviations from these dimensions may be allowed provided the total of the length, width, and height does not exceed 55 inches (140 cm). Stored items should not interfere with bus operations or inconvenience other passengers. 

Passengers must also comply with restrictions regarding prohibited or restricted items. Please refer to the Permitted and Prohibited Items section for complete details on what may or may not be brought aboard City Connect buses. If you require special assistance handling your baggage due to age, disability, or a medical condition, please contact City Connect personnel in advance. Special assistance is not guaranteed without prior notice and must be arranged ahead of your travel date.

Excess Baggage

Passengers wishing to bring excess baggage—meaning more than the allowed one carry-on and one rear or under the seat storage item—may do so only if additional space is available and a fee is paid for each additional item. Excess baggage must comply with the same size and weight limits and can be booked either through phone call reservation or online ticket purchase up to 2 hours before the bus’s scheduled departure time. However, City Connect does not guarantee that excess baggage will be accepted on any specific trip.

Bulky Baggage

Bulky baggage, which exceeds standard baggage size or weight but falls within acceptable limits, is limited to one item per passenger and must be reserved and paid for in advance. This can only be reserved by calling City Connect at (888) 676-1403. This will be charged the amount of the regular  fare for that route.

Prohibited Items

For safety and legal compliance, passengers are prohibited from bringing hazardous, illegal, or dangerous items, fixtures, furnishings, electronic devices, surfboards, cardboard cartons, and furniture parts, Wheelchairs, mobility scooters, bicycles , electric scooters and the like are prohibited.

Oversized baggage

baggage that exceeds 75 lb (34 kg) or 95 inches (240 cm) in total dimensions is not accepted.

Violation of this policy may result in removal from the bus, travel bans, and/or referral to law enforcement. A full list of permitted and prohibited items, including whether they may be carried on or stored, is available in the dedicated “Permitted and Prohibited Items” section.

Passengers are solely responsible for safeguarding all valuable or fragile items such as cash, electronics, jewelry, medications, important documents, and personal devices. These items must remain in carry-on baggage and are not to be stored in rear or under-seat compartments. City Connect assumes no liability for any loss or damage of such items, regardless of how they are stored.

Strollers

For passengers with children, one collapsible stroller per child is allowed and transported free of charge as bulky baggage. Non-collapsible strollers are not accepted.

Lost & Found

At City Connect, we are committed to helping passengers recover items that may be accidentally left behind in our vehicles. All drivers are trained to check their shuttle for lost items at the end of each shift. Any items found are turned in and logged with the date, location, and description.

Claiming Lost Items:
Passengers who believe they’ve left an item on a City Connect bus should submit a “Lost & Found” form online and  contact our customer service team as soon as possible, providing:

• A description of the item

• Date and time of the trip

• Pick-up and drop-off locations

• Order number

Retention Period:
Lost items are held for 30 days from the date they are found. After this period, unclaimed items may be donated, recycled, or discarded, depending on their condition and value. Perishable, hazardous, or unsanitary items may be discarded immediately.

Proof of Ownership:
To retrieve an item, passengers may be required to provide proof of ownership or valid ID. City Connect is not responsible for any lost items and cannot guarantee recovery.

Retrieving Lost Items:

If the items are found, passengers must either arrange to collect them from the warehouse or submit a prepaid shipping label to have them returned. Passengers are responsible for all costs associated with retrieval or shipping.

Items lost due to Accidents:

City Connect expressly disclaims liability for any damage or loss to baggage, including strollers, except in cases involving a bus accident or collision. In such rare cases, liability is limited to $250 per adult ticket and $125 per child ticket, excluding mobility aids.

For mobility aids, or assistive devices belonging to qualified individuals with disabilities, liability is limited to the replacement value or repair cost. City Connect will make reasonable efforts to provide a temporary replacement device with similar features while a claim is being processed.

Ultimately, it is the sole responsibility of each passenger to retrieve their baggage promptly upon arrival or departure. City Connect is not liable for any damage or loss resulting from failure to do so.

                                                 No Discrimination

City Connect is committed to providing equal access to reservations, ticket purchases, and seating for all passengers. We do not discriminate on the basis of race, color, creed, national origin, religion, sex, gender identity or expression, age, disability, sexual orientation, or any other characteristic protected under applicable federal, state, or local laws. Discriminatory conduct by passengers or staff is not tolerated and may result in removal from the vehicle, denial of service, or referral to law enforcement if necessary.

Reservations, purchases and seating is without regard to race, color, creed, national origin or any other protected characteristic.

                                                      No Smoking

For the health, safety, and comfort of all passengers and staff, smoking is strictly prohibited on the bus and within fifteen (15) feet of the vehicle at all times. This policy includes the use of all tobacco and smokeless tobacco products, electronic cigarettes (e-cigarettes or vapes), and marijuana—regardless of its legal status in any jurisdiction. On select schedules, comfort stops may be provided during the trip to allow passengers a brief opportunity to exit the bus and smoke in designated, approved areas. Passengers are expected to comply with all posted signs and instructions from City Connect personnel regarding smoking locations.

                                              Monitoring on the Buses

For safety and security purposes, City Connect buses may be equipped with video and/or audio recording equipment. These recordings may be reviewed at any time by authorized personnel, including third-party service providers engaged to support security and surveillance operations (collectively referred to as “Recording Controllers”). Recordings may also be shared with law enforcement or government agencies upon lawful request, and may be disclosed to other third parties as deemed necessary by any Recording Controller. By accepting these Terms, boarding a City Connect bus, or entering any area monitored by such equipment, you expressly consent to being recorded and to the use and potential disclosure of such recordings as outlined in this policy.

                                                          Legal

Claims

City Connect will not consider any claim for damages, personal injury, or death arising from travel, services, or incidents related to transportation services unless a formal written notice of such claim is submitted and received by City Connect within ten (10) calendar days of the event giving rise to the claim. Failure to comply with this time requirement will result in the forfeiture of any right to compensation. Subject to applicable law, any legal action, lawsuit, or proceeding relating to such claim must be initiated within one (1) year from the date on which City Connect, the Bus Operator, or an authorized service affiliate provides written notice denying the claim in whole or in part. No exceptions shall apply unless expressly provided for by governing law.

Governing Law, Entire Agreement, and Limitation of Liability
These Terms and Conditions, and any dispute or matter arising from or related to services rendered by City Connect or its agents, subcontractors, or affiliates, shall be interpreted, governed, and enforced in accordance with the laws of the United States of America. Where federal law does not preempt, the laws of the State of Florida shall apply without regard to any conflict-of-law principles. This Agreement—including these Terms and any ticket or receipt issued—constitutes the full, final, and exclusive agreement between the passenger and City Connect. It supersedes any and all prior oral or written representations, agreements, or understandings, and no party shall rely on any provision not expressly contained herein. No verbal modifications, side agreements, or unconfirmed promises shall be enforceable.

City Connect disclaims all liability for indirect, incidental, consequential, exemplary, or punitive damages, including but not limited to lost profits, personal inconvenience, or emotional distress, arising out of or in connection with its services—regardless of whether such damages were foreseeable or if City Connect was advised of the possibility thereof. City Connect also disclaims any liability for damages arising out of or in connection with compliance with applicable laws, regulatory orders, security directives, or governmental mandates. Passengers remain solely responsible for their compliance with such laws and directives. The failure of City Connect to enforce any provision of these Terms at any time shall not be construed as a waiver of the right to enforce such provision in the future.

Severability
Should any provision within these Terms be deemed unenforceable, invalid, or contrary to law by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect. The unenforceable provision shall be interpreted, if possible, in a manner that preserves its intent and enforceability to the fullest extent permitted by law.

Limitation of Responsibility for Third Parties
City Connect’s responsibility is strictly limited to transportation services provided directly by its own fleet and personnel. City Connect is not responsible or liable for the actions, omissions, or negligence of any third parties, including but not limited to partner carriers, interline operators, independent contractors, leased drivers, or third-party service providers. Passengers acknowledge that certain routes or services may be operated in whole or in part by external entities, for which City Connect assumes no liability beyond what is mandated by law. City Connect shall not be held responsible for delays due to weather, mechanical failures, road conditions, traffic, or any unforeseen acts of nature or government. Under no circumstances shall City Connect be liable for consequential or incidental losses or damages, including those resulting from missed connections or changes in itinerary.

Class Action Waiver
To the fullest extent permitted by applicable law, all passengers and users of City Connect services agree to irrevocably waive any right to participate as a plaintiff or member in any purported class action or representative proceeding against City Connect. In any instance where class or representative claims are permitted by law, the passenger further agrees not to seek attorneys’ fees or costs and not to participate in or benefit from any class-wide recovery. This waiver is a material term of the passenger’s agreement with City Connect and acceptance of these Terms.

Consent to Collection and Use of Personal Data
By purchasing a ticket, using transportation services, or otherwise engaging with any City Connect platform, the passenger consents to the collection, processing, retention, transfer, and use of personal data by City Connect and its affiliates, service partners, and authorized agents. This includes personal information such as names, contact details, payment information, travel history, special service requests, and other identifiable data. Such data may be used for a wide range of purposes, including but not limited to: ticket processing and verification, travel facilitation, special assistance coordination, marketing, billing, fraud detection, analytics, legal compliance, law enforcement cooperation, and the improvement of services.

Personal data may be shared with third-party vendors, subcontractors, law enforcement agencies, regulatory bodies, and other entities when necessary to carry out the service, comply with law, respond to security threats, or ensure public safety. Passengers acknowledge and agree that their information may be transferred to jurisdictions that may not provide the same level of data protection as their country of residence. By using City Connect’s services, passengers affirm that they have read and understand these data use terms and agree to be bound by them.