*No verbal statements take precedence over the established rules and regulations.

Reservations

  • Reservations are non-refundable – Once a passenger submits a reservation request, GMG reserves the right to process the transaction. If a passenger who purchased a Flexible Reservation intends to cancel a reservation and the reservation is eligible for a cancellation, GMG will provide the passenger with a Travel Credit to be used on a future reservation.

  • Reservations are not transferable – Once a reservation request is submitted, the name of the reservation may not be altered. Reservations may not be transferred from one passenger to another.

  • Web-generated reservations only – All reservation requests must be initiated through GMG’s website. Reservation requests are processed according to the information that was provided by the passenger; therefore, GMG is not responsible for any errors made by the passenger when submitting the reservation.

  • Route-specific reservation – Passengers are expected to honor the date, time, departure/arrival locations indicated on the Booking Confirmation. Failure to honor any part of the reservation is sufficient to cause for GMG to deny any compensation related to the specific reservation in the event of a missed trip.

  • Reservations are not eligible for upgrade – One-way reservations may not be upgraded to round trip reservations. Another one-way reservation for the return may be submitted or, if eligible, the one-way trip may be canceled and a round trip reservation may be submitted thereafter.

 

Booking Confirmation

  • Booking Confirmation delivery Booking Confirmations are emailed automatically from the email address gmg@gmgtrans.com.

  • Failed delivery or lost Booking Confirmation – If after submitting the reservation request the passenger did not receive or been able to locate the Booking Confirmation, it is the passenger’s responsibility to contact GMG.

Please be sure to include all the following information in all email requests for Booking Confirmations to support@gmgtrans.com:

1. Subject of the email: Booking Confirmation not Received

2. Full name of the passengers

3. Travel date, time, and departure

  • Passengers that do not travel due to missing Booking Confirmation – Compensation will not be provided to passengers who claim that they did not travel as a result of not receiving the Booking Confirmation. Failure to locate the Booking Confirmation is often the result of spam mail settings, an incorrect email address, or mistaken deletion of the email.

  • Duplicate Reservations – If duplicate reservations are submitted, GMG will gladly compensate each duplicate reservation with a travel credit; however, refunds will not be issued. For this reason, it is advisable that passengers confirm the status of the first reservation request prior to submitting another reservation request.

 

Cancellations and Changes to Reservations

Economy Reservation

Flexible Reservation

Changes allowed up to 24 hours before departure at an additional cost.

Up to 48 hours before departure: $10.00 fee

Up to 24 hours before departure: $20.00 fee

Changes allowed up to 24 hours before departure at no additional cost.

Non-refundable. If a passenger cancels, no compensation will be provided.

Cancellations are allowed up to 24 hours before departure at no additional cost.

If a passenger cancels, a Travel Credit will be issued.

 

  • Eligible Change and/or Cancellation – All changes and cancellations must be completed via the passenger's GMG online account. All passengers who send email requests for changes or cancellation will be instructed to submit the request via the website.

 

Travel Credits

Flexible Reservations Only*

  • Travel credits will be issued as a form of compensation for eligible cancellations approved by GMG Transport.

  • When an eligible reservation is downgraded from a round trip to a one way, the passenger will be issued a Travel Credit for the price difference from a round trip to a one way.

Conditions

  • Travel credits will be valid for 90 consecutive days from the issuance date. It is the passenger's responsibility to redeem the travel credit prior to its expiration. GMG Transport is not responsible for any travel credits that expire without redemption.

Redemption

  • Travel Credits may be redeemed during the checkout process.

 

Delays / Canceled Trips

  • At GMG, timeliness and organization are a priority. Although it is our goal to mitigate unforeseen circumstances to the best of our abilities, it is not always possible to avoid all delays. Some of the more common unavoidable delays may be the result of weather or traffic. In any unforeseen circumstance, our staff will be highly appreciative of the patience and cooperation of passengers. No compensation will be provided for delayed departures or arrivals.

  • If GMG is unable to complete a trip as scheduled, a travel credit will be issued for the unused portion of the trip.

 

Departures and Arrivals

  • “No Shows” are not eligible for compensation – A “no-show” is a passenger not present to board the bus at the time scheduled to depart according to their reservation. A passenger that arrives late may be considered a “no-show”.

  • All passengers are expected to honor the departure and arrival locations indicated on their Booking Confirmations. Failure to do so may result in the passenger being denied boarding.

  • Changes to departure and/or arrival location will be accepted if eligible according to our rules regarding changes.

 

Baggage

Our baggage size limits are calculated using linear inches, which can be found by adding the total outside dimensions of each bag: height + length + width.

Permissible

  • Passengers are allowed to store one bag, up to 45 linear inches (22 x 14 x 9 inches) in the baggage compartment for no additional cost.

  • An additional personal item, such as a backpack, is allowed to travel with the passenger in his/her seat aside from the passenger’s purse or laptop case.

Cost of Additional Baggage:

  • At a cost of $5.00, passengers are allowed to travel with a larger bag up to 62 linear inches (27 x 21 x 14 inches). If the passenger’s bag exceeds 62 linear inches (27 x 21 x 14 inches), he/she will be required to pay $10.00.

  • Any additional bag that needs to be stored in the baggage compartment will incur a charge of $5.00. If the additional bag is oversized, the passenger will be required to pay $10.00.

Restrictions

  • Any piece of baggage that exceeds the permissible specifications will not be permitted to travel unless the passenger pays the appropriate fee.

  • All baggage fees are expected to be paid at boarding time using cash for payment only.

  • Passengers that do not travel because they are unable to pay the extra baggage fees will not receive compensation for their ticket.

 

*GMG will not be liable for lost, stolen, or damaged baggage or items left on a bus.

 

Packages

  • We will transport any package as long as it fits within the bus and the contents are not unlawful or hazardous to transport.

  • GMG reserves the right to search the contents of any package and/or deny shipment if necessary.

Information that is required to be printed on packages:

  • Name of the recipient

  • Phone number of the recipient

Cost of Packages:

 

Package Dimensions (In)

Cost

Up to 14" in the largest exterior dimension

$5.00

15" to 28" in the largest exterior dimension

$10.00

Over 28" in the largest exterior dimension

$15.00

 

Note: The package size is always based upon its largest dimension, either height, length, or width.

 

Bicycle transportation = $20.00 flat fee.

TV transportation = $20.00 flat fee.

Claiming packages

  • To retrieve a package that is shipped, the recipient is required to present a picture ID.

  • Unclaimed packages containing perishable content may be disposed on the same night of arrival.

  • Any non-perishable unclaimed packages that are not retrieved upon arrival of the bus at the last destination of the route will be stored at our office for up to 5 days. For each day in storage, a $10.00 fee will be added. The fee will have to be paid in cash when the recipient picks up the package.

 

WiFi

  • A reasonable effort will be made to ensure that the WiFi service is available year-round and free of charge to all passengers on every bus.

  • GMG’s WiFi service is an amenity and not a guaranteed component of the service. If WiFi service is ever unavailable, no compensation will be provided to passengers.

 

Food & Drink Policy

  • Passengers are not permitted to eat on the bus for sanitary reasons.

  • Buses traveling to and from Gainesville and Tallahassee will stop halfway for 30 minutes at a service plaza so that passengers may eat and use the restroom if needed.

 

Minors Traveling

  • Infants 2 years and younger ride at no extra charge and must remain on an adult’s lap at all times. Any child 3 years or older will pay full fare. Proof of age will be required.

  • Children under the age of 8 years old must travel with another passenger of 18 years of age or older. Passengers between the ages of 8 and 18 may travel unaccompanied; however, they will be expected to reside with the bus driver when stepping off the bus at any time other than their assigned destination.

For unaccompanied minors, GMG requires the following:

  1. The legal guardian must complete and sign our “Unaccompanied Minor Form” authorizing GMG to transport the unaccompanied minor, as well as specifying the person responsible for picking up the minor at the appropriate destination.

  2. The name of the person that will pick up the minor at the destination must be specified when the ticket is purchased. This person must present a valid picture ID to the bus driver.

 

Pet Policy

  • All passengers are welcome to bring a pet on board.

The following conditions must be met:

  1. The pet must weigh less than 15 lbs to travel with the passenger in his/her seat.

  2. The pet must remain in a soft carrier at all times while aboard the bus.

  3. The passenger must pay a $5.00 fee every time the pet travels. The fee will only be accepted in cash at boarding time.

Service Dogs

  • Service Dogs are allowed to travel at no extra charge.

  • The passenger must notify GMG via email at support@gmgtrans.com, where they will be asked to provide the required documentation.

  • Required documentation must be submitted before departure.