Terms and Conditions of Purchase and Carriage

Last updated: August 15, 2020

The Landline Company (“Landline”) is a Delaware corporation headquartered in Hawthorne, California. Landline’s corporate office is located at the following address: 12105 Crenshaw Blvd Suite C, Hawthorne, California 90250. Landline’s DOT number is 3425026. Our primary operations location is 9237 Grand Avenue S, Bloomington, MN 55420.

1. Landline Reservations

Pricing. All prices are displayed in United States Dollars (USD). Any displayed fares are inclusive of any taxes applicable to the segment. Landline does not charge any reservation fees associated with booking either via the website or via third party sellers of travel. Landline cannot control booking or reservation fees applied to Landline segments booked via third parties.

Cancelations. Reservations booked with a refundable ticket can cancel their booking at any time and the customer will be entitled to a full refund. In the event that a customer has booked a non-refundable ticket, that ticket cannot be refunded for any amount.

Changes. Reservations may be changed prior to travel and will be charged any difference in fare. This policy is subject to change at Landline’s sole discretion at any time in advance of travel.

Passenger Age. Customers must be 18 years of age or older to make a reservation. All children under 14 years of age must be accompanied by an adult 18 years of age or over. By purchasing travel on Landline, you affirm that you are 18 years of age or older and the passenger traveling is 14 years of age or older (or is traveling with an accompanying adult). Landline reserves the right to validate the age of customers to enforce this policy.

Booking Confirmation. It is your responsibility to check that your booking confirmation is accurate. Landline is only responsible for information that was requested and provided at the time travel was booked. All passengers are required to provide proof of reservation (by providing access to booking confirmation) to Landline. If a Landline employee has reason to suspect fraudulent activity as it relates to a customer booking, Landline reserves the right to refuse travel.

Reservations for Code-Share Flights.  Landline also offers transportation through “code-share” arrangements with partner airlines.  These trips are reserved and sold through our partner airlines, and their rules and policies regarding prices, fees, reservations, refunds, changes, cancellations and confirmations shall govern with respect to those trips.

2. Traveling on Landline

Time of Departure. Landline requires that passengers arrive at least 10 minutes prior to the scheduled departure time of all Landline segments in order to facilitate an on-time departure. In the event that you are not at the point of departure at least 10 minutes prior to the scheduled departure time of your Landline segment, your reservation may be forfeited.

NOTE: Check-In for Code-Share Flights. Passengers ticketed on a code share flight can check in and check their baggage for the flight at the beginning of the bus journey.  Passengers are requested to be at the bus at least 10 minutes before departure to complete check-in procedures.  Passengers must have all necessary documentation required for airline check-in, including, for passengers connecting to an international flight, passport and visa (if the destination requires a visa).

Connecting Travel. Landline can only guarantee travel to the final destination that was booked specifically with Landline for transportation via our service. In the event that you have booked travel to another destination (for example, connecting to an airline flight), Landline cannot guarantee a successful connection, and will not be liable for any damages resulting from a missed connection. Landline recommends that you plan for adequate time between connections to ensure that there are no travel interruptions as a result of delays.

Baggage. Each Landline customer is entitled to one (1) piece of luggage. That luggage must not have exterior dimensions in excess of 70 inches. In addition to luggage, customers are entitled to one (1) small carry-on bag and one (1) personal item. The carry-on baggage must be able to comfortably fit in the overhead bins or beneath your seat. The personal item must be able to comfortably fit in the overhead bins, beneath your seat, or safely in your lap. Landline personnel have the exclusive right to determine the suitability of personal and carry-on baggage. While Landline will make efforts to accommodate all passengers’ luggage, any passengers carrying baggage in excess of these quantities may be refused with no refunds issued in such circumstances.

Landline recommends that all luggage should be locked with TSA-approved locking devices. In addition, Landline recommends that customers ensure their luggage is tagged and identified with both the customer’s full legal name and contact information. Any required medical devices or strollers for customers are considered in addition to these luggage limitations. Strollers must be stowed in the luggage compartment and have the ability to be folded.

Other sports and musical equipment that does not fit in traditional luggage, such as skis, golf clubs, and bicycles, must be provided in cases that meet the required dimension limits for traditional luggage to be guaranteed transport on Landline.

Customers may not transport any luggage that could be inherently dangerous or hazardous. This includes any hazardous items as defined by the U.S. Department of Transportation or weapons of any kind. This also includes any item that is prohibited by law.

NOTE: Baggage on Codeshare Flights. For passengers ticketed on codeshare flights, Landline will check passenger bags for the full ticketed journey. The partner airline’s rules and policies regarding acceptance of baggage will govern.  Passengers are encouraged to review the partner airline’s website to determine what may or may not be accepted.  Landline cannot accept baggage for check-in that is not in accordance with the partner airline’s requirements.  Limitations on baggage liability follow below.

Food and Beverages. Landline permits passengers to bring food and non-alcoholic beverages onboard. 

Animals. Landline accepts for transportation, without charge, a properly harnessed dog trained in explosive detection, drug search, rescue, or other specific functions, when accompanied by its handler on official emergency business as authorized by an appropriate federal, state, or local government agency.

  1. Such official duty status must be documented in writing to the satisfaction of Landline
  2. The dog will be permitted to accompany its handler into the cabin but not to occupy a seat

Other Animals.

  1. Prior to accepting animals for transport, the passenger or shipper must provide documented evidence of health status and current immunization records.
  2. All dogs and cats require a health certificate that states that the animals do not originate in an area quarantined for rabies. The certificate must contain the following:
  • An accurate description of the animal including rabies I.D. #, age, sex, breed, tattoos, and ear notches as appropriate;
  • Data and results of laboratory or other tests and the name of the approved laboratory or person conducting the test;
  • Date of vaccination and vaccinations given;
  • Name and address of the consignee, consignor, origin, and destination (if applicable); and
  • A statement that the animal is free from symptoms of infectious, contagious, or communicable disease and exposure thereof.


  1. All dogs and cats more than four (4) months of age must:
  • Be vaccinated against rabies;
  • Have proper identification tags reflecting current rabies vaccination compliance;
  • Be accompanied by a certificate of current vaccination against rabies.
  1. Animals may not travel in the cabin unless they are:
    • Confined in a container that is of a size and shape similar to that of a personal item, and
    • Stowed in the same manner approved for such an item.
  1. If an animal must be transported in the cargo compartment, it must be in a properly ventilated hard-shelled animal shipping container.

Standard fees for animals apply.

In the event there is an animal in the cabin and a passenger informs an employee they have an allergic reaction to the particular animal, Landline will make its best efforts to try to arrange as much separation as possible between the animal and the affected passenger. If necessary, the person traveling with the animal will be removed and accommodated on the next Landline service.


  1. Landline accepts the carriage of Service Animals and Emotional Support / Psychiatric Service Animals in the vehicle cabin if the requirements listed in this section are met
  2. Landline does not accept the following animals on board:
    • Snakes or other reptiles
    • Ferrets
    • Rodents
    • Spiders
    • Animals that may be too large or heavy to accommodate in the cabin
    • Animals that pose a threat to the health or safety of others
    • Animals that can cause a significant disruption of cabin service
  3. Service Animals or Emotional Support / Psychiatric Service Animals are not considered personal items and do not count against the personal item allowance. 


  1. A service animal is any animal that is individually trained or able to provide assistance to a qualified person with a disability.
  2. A Service Animal can be properly identified by any or all of the following:
    • Identification Card for the Animal
    • Veterinary Health Assessment
    • Confirmation of Behavior for Support and Service
    • Licensed Health Care Professional Support and Service
    • Tags or Harness on the Animal
    • Observing Behavior (e.g.; a service animal is expected to be trained to provide a service due to a disability)


  1. An Emotional Support or Psychiatric Service Animal is an animal which provides emotional support to an individual with a mental health-related disability. These animals can be properly identified by completion of a Service Animal Request which includes the following:
    • Veterinary Health Assessment,
    • Confirmation of Behavior for Emotional Support or Psychiatric Service Animal, and
    • Licensed Health Care Professional Assessment for Emotional Support Or Psychiatric Service Animal
  • For Emotional Support or Psychiatric Service Animals, Landline requires the current documentation to be no more than one (1) year old from the date of the passenger’s scheduled initial segment. The documentation must contain the following:
    • The date and type of the mental health professional’s license and the state or jurisdiction in which it was issued;
    • Confirmation that the individual providing the assessment is a licensed mental health professional and the passenger is under their professional care;
    • Documentation that the passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders; and
    • Verification that the passenger needs the emotional support or psychiatric support animal as an accommodation for travel and / or for a specific activity at their destination.
  • Passengers traveling with an Emotional Support or Psychiatric Service Animal must check-in with enough time to confirm all documentation is accurate and complete.
  • Arrangements for the transportation of an Emotional Support or Psychiatric Service Animal must be made at least forty-eight (48) hours prior to departure via reservations@landline.com.


  1. Service Animals and Emotional Support / Psychiatric Service Animals are not required to be kept in a kennel or pet liner.
  2. In the event the Service Animal or Emotional Support / Psychiatric Service Animal cannot be accommodated at the seat location of the passenger, Landline will offer the passenger the opportunity to move with the animal to another seat location where the animal can be accommodated.
  3. The Service Animal or Emotional Support / Psychiatric Service Animal may sit on the customer’s lap if the following conditions are met:
    • The animal may not obstruct another customer’s pathway to the aisle.
    • No other safety requirements are compromised.
    • The customer must demonstrate a reason, related to their individual circumstances, that the animal be on their lap to perform a needed service.
    • The animal must exhibit appropriate behavior.
    • The animal must be of a size and weight to fit on the customer’s lap without encroaching on the seat space of another customer.
  • To comply with safety regulations, the Service Animal or Emotional Support / Psychiatric Service Animal should remain in the area of the passenger’s seat at all times during the trip. Sitting, laying or protruding into the aisle, or other areas that must remain unobstructed, is not permitted.
  • Health regulations also do not allow animals to sit or lay in a seat designated for a customer (including vacant seats) or to lay on or eat from tray tables.
  • Service Animals or Emotional Support / Psychiatric Service Animals are not permitted to impose on the seat space allotted to another customer. If such an obstruction would occur, the animal and customer will be relocated to another place in the cabin where it will not create such an obstruction.  If there is no other space in the cabin that can accommodate the animal without causing an obstruction, the animal is not permitted to travel in the cabin without the passenger.



  1. Identified Service Animals and / or Emotional Support or Psychiatric Service Animals will not be charged for carriage.
  2. A reasonable amount of food for the animal may be carried on board at no additional fee for the purpose of feeding the animal


In the event there is a Service Animal or Emotional Support / Psychiatric Service Animal in the cabin and a passenger informs an employee they have an allergic reaction to the particular animal, Landline will:

  1. Try to arrange as much separation as possible between the animal and the affected passenger.
  2. If the passenger having an allergic reaction chooses not to travel on the segment due to the Service Animal or Emotional Support / Psychiatric Service Animal, the passenger with the allergy will be accommodated on the next segment. 

Recording Policy. For customer service and operational reasons, Landline may be recording both bus and station operations. These recordings can be viewed anytime by Landline personnel. In addition, these recordings can be made available to government officials or law enforcement at their request. Your acceptance of these Terms and Conditions and/or boarding of a Landline segment constitutes the acceptance of this recording policy and implies consent to any such recordings and their use.

3. Dispute Resolution

Arbitration. Except as specifically outlined herein, you may elect to resolve any dispute, claim or controversy (collectively “Claims”) by individual arbitration. Such Claims include, but are not limited to, all disputes between the parties arising out of, or in any way relating to: motorcoach services; loss, damage or injury to persons and/or property transported by Landline; claims of discrimination; the use of the Landline website and its implementation; and these Terms and Conditions or the breach, termination, enforcement, interpretation or validity thereof. The Federal Arbitration Act will govern the interpretation and enforcement of this Section.

No Trial by Jury or Class Action / Representative Claims. If arbitration is chosen by either party, neither you nor Landline will have the right to litigate that Claim in court or have a jury trial on that Claim. By accepting these Terms and Conditions, you acknowledge and agree that you and Landline are each waiving the right to a trial by jury to any Claim subject to arbitration.

If either party elects to resolve a claim by arbitration, that claim will be arbitrated on an individual basis. There will be no right or authority for any claims to be arbitrated on a class action basis or on bases involving claims brought in a purported representative capacity on behalf of the general public or other persons similarly situated.

The arbitrator’s authority is limited to claims between you and Landline alone. Claims may not be joined or consolidated unless you and Landline agree in writing. An arbitration award and any judgment confirming it will apply only to the specific case and cannot be used in any other case except to enforce the award.

Arbitration Rules and Process. Claims are to be decided by a neutral arbitrator. The arbitration will be administered by the American Arbitration Association (“AAA”) in accordance with the Commercial Arbitration Rules and the Supplementary Procedures for Consumer-Related Disputes (the “AAA Rules”) then in effect, except as modified by this “Dispute Resolution” section. The AAA Rules are available at www.adr.org or by calling the AAA at 1-800-778-7879.

A party who desires to initiate arbitration must provide the other party with a written Demand for Arbitration as specified in the AAA Rules. The AAA provides a form Demand for Arbitration on its website. The arbitrator will be either a retired judge or an attorney licensed to practice law and will be selected by the parties from the AAA’s roster of consumer dispute arbitrators. If the parties are unable to agree upon an arbitrator within thirty (30) days of delivery of the Demand for Arbitration, then the AAA will appoint the arbitrator in accordance with the AAA Rules.

Arbitration Location and Procedure. Unless you and Landline agree otherwise in writing, the arbitration will be conducted in the county where you reside. In the event that you reside outside of the continental United States, the arbitration will be conducted in the county of your departure.

If your claim does not exceed $10,000, then the arbitration will be conducted solely on the basis of documents you and Landline submit to the arbitrator, unless you request a hearing or the arbitrator determines that a hearing is necessary. If your claim exceeds $10,000, your right to a hearing will be determined by the AAA Rules. Subject to the AAA Rules, the arbitrator will have the discretion to direct a reasonable exchange of information by the parties, consistent with the expedited nature of the arbitration.

Arbitrator’s Decision. The arbitrator’s decision is as enforceable as any court order and is subject to very limited review by a court. The arbitrator will render an award within the time frame specified in the AAA Rules. The arbitrator’s decision will include the essential findings and conclusions upon which the arbitrator based the award. Judgment on the arbitration award may be entered in any court having jurisdiction thereof.

Fees. Your responsibility to pay any AAA filing, administrative and arbitrator fees will be solely as set forth in the AAA Rules. However, if your claim for damages does not exceed $75,000, Landline will pay all such fees, unless the Arbitrator finds that either the substance of your claim or the relief sought in your Demand for Arbitration was frivolous or was brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)).

Governing Law.  This agreement shall be governed by and construed in accordance with the law of the State of California.

Exclusive Jurisdiction.  If arbitration is not elected, and an action is brought before a court of law, any such actions arising out of this contract shall be brought exclusively in a state or federal court located in Los Angeles County, California.

4. Limitation of Liability/Claims

General. Unless caused by the gross negligence or willful or wanton behavior of Landline or its employees (which shall not be deemed to include employees of a partner airline), Landline shall not be liable for loss, damage or delay caused by:

  • The act or default by the passenger;
  • The nature of the property or defect therein;
  • An act of God, public enemies, authority of the law, quarantine, perils of navigation, riots, strikes, or the hazards or dangers incidents to a state of war;
  • Accidents, breakdowns, bad conditions of roads or other causes beyond Landline’s control; or 
  • Acts that occur before the passenger boards the Landline bus or after the passenger disembarks.

Landline will not be responsible for any incidental or consequential damages caused by any of the above.

Landline assumes no liability for the loss of or damage to baggage caused by Landline in excess of two hundred and fifty ($250) dollars, and then only to the extent of the actual loss or damage sustained caused by Landline, computed on the basis of the actual value of the baggage. Except as provided below, Landline will assume no liability for damage, breakage, deterioration, delay, and/or loss of any article prohibited to be transported on its motorcoaches. Such prohibited articles include any hazardous materials as that term is defined by the US Department of Transportation or any weapons of any kind.

Any claim against Landline for loss, damage or delay must be filed with Landline within 30 days of the discovery of the loss or damage on which the claim is based, but in no case shall this extend any statute of limitations otherwise in effect. Otherwise, Landline will have no responsibility to pay the claim.

Baggage Liability on Codeshare Trips.  If passengers are ticketed on a codeshare flight and their checked baggage is lost, delayed, damaged or destroyed during the portion of the trip operated by Landline, it shall be subject to the following liability limits:  for ticketed trips that do not involve an ultimate destination or origin outside the United States (i.e., are purely domestic), the actual value of the baggage or $3500 per bag, whichever is less; for ticketed trips which involve an origin or destination outside the United States, liability is governed by the provisions of the Warsaw Convention or the Montreal Convention, whichever shall apply, and the limits of Landline’s liability shall be in accordance with the applicable Convention. In no event shall Landline be responsible for any damages caused before the baggage has been checked in by the passenger, or after the baggage has been delivered to the connecting partner airline, or after it has been returned to the passenger at the end of the journey.

In the event of lost, delayed, damaged or destroyed baggage, the passenger should report the matter to Landline personnel within 12 hours after the termination of the land portion of the trip.  If compensation is sought, a written claim must be presented to Landline within 45 days after the initial report was made.  Failure to comply with these procedures will release Landline from liability.

  • Passengers with Disabilities

The motorcoaches used by Landline are fully compliant with all applicable ADA requirements and the provisions of 49 CFR Parts 37 and 38.  For passengers ticketed on a code-share flight, the provisions of 14 CFR Part 382 will apply both to the air portion and the land portion of the trip.  Passengers requiring special assistance are urged to contact the partner airline for any necessary arrangements.


Traveling in a Wheelchair or Mobility Scooter. Any traveler who intends to travel in a wheeled mobility device is encouraged to book as far in advance as possible. Landline may not be able to accommodate all customers traveling in a wheeled mobility device and each bus is limited to two passengers traveling in a wheeled mobility device. If you have questions or concerns regarding your travel contact Landline Customers with Disabilities Travel and Assistance at info@landline.com

When you book your trip, make sure you tell us if you’re traveling with a wheelchair or mobility scooter, and if you plan to sit in it during your journey. If you’re booking online, you can select this prior to making final payment for your reservation.  If you select “Travel in Wheelchair,” please email us at reservations@landline.com so that we can confirm availability and provide the best possible assistance

All of our buses are equipped with a wheelchair lift to help you get on board. Each Landline bus can fit two passengers sitting in a wheelchair or mobility scooter (we actually remove seats to give you plenty of space). We suggest you book your ticket as far in advance as possible to get one of the two spots on your preferred journey.

If you want to travel sitting in your wheelchair or mobility scooter, that’s OK with us. If you’d like to board the bus in your wheelchair and then sit in a regular seat, please let us know and we will stow the device.

The maximum weight and size of a wheelchair or mobility scooter that we can accept are:

  • Weight including the passenger can’t be over 600lbs (272kg)
  • Wheelchair dimensions of 30 x 48 inches (76cm x 121cm)
  • Mobility scooter with dimensions of 30 x 30 x 48 inches (76 x 76 x 122cm)

This is due to the maximum limits of the wheelchair lift. If your wheelchair or mobility scooter doesn’t fit within the dimensions above, it will need to be stored in the baggage compartment underneath the bus.

5. Miscellaneous

General. Failure or delay by us to enforce an obligation or exercise a right under these terms and conditions does not constitute a waiver of that obligation or right.

If any provision or term of these terms and conditions shall become or be declared illegal, invalid, void or unenforceable for any reason whatsoever, such term or provision shall be divisible and severed from the other terms and conditions and shall be deemed to be deleted from them. Severance of such terms shall not affect the validity or enforceability of the remaining terms of the Agreement.

We may alter these terms and conditions from time to time and post the new version on our website, following which all use of our website will be governed by that version. It is your responsibility to check the terms and conditions on the website regularly and prior to making a reservation.

Unless specifically stated otherwise herein or required by law, Landline shall not be liable for any consequential, compensatory, indirect, incidental or punitive damages arising out of or in connection with the performance of its obligations under these terms and conditions.

Landline and has the right to cancel reservations (whether or not confirmed) of any customer whenever such action is necessary to comply with any governmental regulation, upon any governmental request for emergency transportation in connection with the national defense, or whenever such action is necessary or advisable by reason of weather or other conditions beyond Landline’s control, including Force Majeure events.

No Discrimination. Reservations and seating aboard Landline vehicles operated in interstate, intrastate or foreign commerce is without regard to race, color, creed, or national origin.