FAQ


Vonlane FAQs Selecting Vonlane

Selecting

Where do I get on the coach?

We've partnered with easy to find, great locations in Austin, Dallas, Fort Worth, Downtown Houston, Houston Galleria and San Antonio. In Austin you will depart or arrive at the Hyatt Regency located at 208 Barton Springs Road. In Dallas you will depart or arrive at the Doubletree Hotel located at 3300 W. Mockingbird Lane. In Fort Worth you will depart or arrive on Main Street next to the JFK Tribute located at 916 Main Street. In Downtown Houston you will depart or arrive at the Hyatt Regency Downtown located at 1200 Louisiana Street. Travelers utilizing our Houston Galleria terminal will depart or arrive at the Hyatt Regency Galleria located at 2626 Sage Road. This terminal is solely serviced by our Houston - San Antonio route. In San Antonio you will depart or arrive on Commerce Street in front of the Marriott Rivercenter Hotel located at 101 Bowie Street.

How much does a Vonlane ticket cost?

We provide a first-class seat for less than the cost of an airline's coach-class ticket. Traveling with Vonlane is also less costly than driving your personal vehicle and getting reimbursed for mileage by your company, not to mention the wear and tear. Typical one-way fares on Vonlane range from $89 introductory to $105, although we encourage you to check our online reservation tool for actual fares. Unlike airlines, our fares remain the same whether you book a month in advance or on the day of travel.

What is Vonlane's Passenger First Direct service?

Vonlane solely offers premium upper class, non-stop service. Whereas a normal motor coach contains 56 narrow, coach-class seats with limited legroom, our Passenger First coaches have just 22 first-class seats. Each seat offers ample leg room, is over 20 inches wide, and reclines generously for a truly first-class experience. 

What if traffic delays my trip?

Whether you fly or drive your own car, you’ll experience a delay from time to time. We aren’t immune to issues either. Our team diligently monitors traffic and road conditions and actively plans around potential delays, but sometimes even the best planning can’t prevent a major issue. Our on-time performance beats the airlines record of being late 20% of the time.

Can I charter an entire motor coach?

Yes, call us at 844.VONLANE to discuss your plans and options to charter one of our Passenger First Motor Coaches for use at your disposal.

Booking

How do I book a ticket?

Booking a round-trip or one-way ticket is easy at vonlane.com. Our team built the easiest to use online booking tool in our industry. You'll be able to view and select available seats and securely store your credit card number, and add companion passenger information. Additionally, your online profile shows your past and future trips.

What do I do if I can't remember my user name and/or password?

Can I book a seat for my child?

All passengers, regardless of age, must have their own purchased seat. Lap children or infants are not allowed aboard any Vonlane trip. Vonlane does not allow children under the age of five aboard a coach . Children are not permitted to walk in the aisle during a trip and must remain seated with the exception of short restroom breaks. The Vonlane cabin is smaller and quieter than an aircraft. For this reason, based on experience, Vonlane does not allow children under five years of age to ride.

Children age 10 and above may travel alone provided that an Unaccompanied Minor form is submitted to the Vonlane Passenger Service Center prior to the departure of the child’s trip.

Changes & Cancellations

Can I change my travel plans without incurring a fee?

Yes, you may modify your trip at any time but please note trips modified inside of 2 hours of a departure can only be modified once and are no longer eligible for future travel credit or modifications. All modifications must be handled by a Vonlane representative. You can call, chat online, or email your modification request to passenger.service@vonlane.com. If you simply cancel your existing trip and purchase a new trip your credit card will be charged for a second booking. Your cancellation will be governed by our normal cancellation policy which may result in a loss of fare or an issuance of Vonlane credit only.

Can I receive a refund for cancelled tickets?

Yes, all Vonlane tickets are fully refundable as long as you cancel 24 hours prior to the first leg of your trip. Tickets cancelled inside of 24 hours and prior to 2 hours before the departure time are re-usable for future travel at a value equal to the original fare paid. Vonlane credit for cancelled trips expires and is removed from a passenger's account six months after the cancellation date. There is no refundable or re-usable value for a "no show" ticket. Tickets cancelled less than 2 hours prior to the trip departure time are non-cancellable and nonrefundable. Trips booked within 24 hours of departure are not refundable to the purchaser's credit card. Holiday week tickets (Thanksgiving and Christmas) are solely refundable as Vonlane credit when cancelled with less than 14 days advance notice but non refundable in any manner if cancelled less than 72 hours in advance of the traveler’s outbound departure time.

Are there other fees I will incur?

When traveling with Vonlane, the only additional fee you will incur is to park your personal vehicle. Our parking fees are competitive with typical airport parking fees; therefore, you can still plan to pay less overall for your entire trip.

Pre-Trip & Post Trip

Where do I park my car?

Our terminals are conveniently located at facilities with ample parking in Austin, Dallas, Fort Worth, Downtown Houston, Houston Galleria and San Antonio. Passengers departing from the Hyatt Regency in Austin can self-park in the hotel's multi-story parking garage for $30 per 24 hour period or portion thereof. Passengers departing from the Doubletree in Dallas can self park in the gated lot on the east side of the hotel for $12 per night. Passengers departing from Downtown Houston may utilize the Hyatt Regency Downtown valet services for a discounted rate of $25 per day by providing the valet with a copy of their Vonlane trip email confirmation. Additional surface lot parking ranging from $10 to $12 per day is available in downtown Houston. Passengers departing from Houston Galleria may utilize the Hyatt Regency Galleria valet services for a discounted rate of $21 per day by providing the valet with a copy of their Vonlane trip email confirmation. Passengers departing from Fort Worth can self-park at 615 Commerce Street for $12 per 24-hour period. This garage is .2 miles from the Vonlane location. Passengers departing from San Antonio can self-park at the Convention Center Garage, 850 E. Commerce Street for $10 per day.

Why do I need a government issued photo ID?

Your safety is our number one priority; therefore, we see value in mirroring TSA procedures as long as they aren't a hassle for you. Don't worry, we won't ask you to go through a metal detector or take off your shoes! We just want to make sure the right people get on our coaches so nobody takes your seat.

Are there any baggage restrictions?

In order to ensure all passengers are accommodated, please limit your luggage to 2 bags of 50 pounds or less and 1 carry-on bag.

Can I bring my bicycle?

No, unfortunately Vonlane cannot accommodate bicycles in our luggage bays. Due to the unique nature of our motor coaches we do not have the same luggage capacity as a typical 45 foot motor coach.

Can I bring my own food and drink on board?

Yes, you are welcome to bring your own food and non-alcoholic beverages on board for your own consumption. Our attendants will be happy to offer any assistance you need to enjoy your meal. Passengers are not permitted to consume their own alcoholic beverages as Vonlane has a TABC license and sells beer, wine, and spirits.

Can pets travel aboard Vonlane?

Small dogs, weighing less than 10 pounds, in a carry-case that can fit by a passenger's legs, are allowed on a Vonlane coach. The carry-case must be fully enclosed and the dog fully secured in the case. The case is not permitted on any table, seat, or in the coach aisle. The case, with dog inside, must remain on the floor by the passenger’s feet throughout the trip. The carry case must not impede the personal space of any other passenger, their seat, or leg rest. Cats and other animals are not allowed aboard the motor coaches.

Service animals that are "trained to take a specific action when needed to assist the person with a disability" are allowed aboard without being in an animal carrier. All service animals must be harnessed and controlled by the passenger at all times. Vonlane adheres to the Americans with Disabilities Act (ADA). The ADA does not cover emotional support dogs. Therefore, emotional support dogs that cannot adhere to the pet policy above cannot travel aboard Vonlane. For reference, you can view FAQs published by www.ada.gov at www.ada.gov/regs2010/service_animal_qa.html

Should I tip a Vonlane driver or attendant?

No, our team is trained to politely decline gratuities. Rest assured that your driver and attendant are compensated to provide you with exceptional service.

How do I get around once I reach my destination?

The same way you would if you had flown. Please view our Cars & Hotels page for information on our preferred partners for hotel, rental cars and ride share providers.

On-Board

What amenities are included with Vonlane's Passenger First service?

Upon boarding one of our coaches a Vonlane attendant will greet you, hang your coat, and get you settled in for the ride. You will enjoy complimentary Wi-Fi, refreshments, and snacks as well as a noise-canceling headset should you wish to work or rest in complete silence. If you had a long day you can relax and take advantage of our satellite television. Our coaches are also equipped with video entertainment on demand, allowing you to access over 300 hours of popular movies and television shows on your personal smart phone tablet, or laptop. On select trips Vonlane passengers may dine on complimentary sandwiches, salads, or wraps.

Why does Vonlane have an attendant on each trip?

We train our attendants to provide first-class service and comfort while also focusing on safety. Your trip will begin with an overview of the safety features on your motor coach. The attendant will encourage you to utilize your seat belt and acquaint you with the location of emergency exits. Second to focusing on your safety, your attendant is on-board to ensure your comfort. Just ask, and our attendant will strive to fulfill your every need.

Can I watch live television?

Yes, our coaches are outfitted with two in-motion DirecTV overhead flat panel monitors located on each side of the bus which can be turned on at your request and listened to from the comfort of your seat.

Is there a restroom on-board?

Yes, every Vonlane Passenger First motor coach has a full restroom for your convenience. Unlike the airlines, you won't be sharing it with more than 100 people. Our coaches only hold 22 passengers.

Are some seats on the motor coach better than others?

All Vonlane seats in our main cabin are exactly the same, however some seats have a bit less legroom or recline due to their positioning within the cabin. View our seat map here. All seat options offer far more legroom and recline than a commercial aircraft. If you are traveling with a companion, you may book two seats together on the A B side of the bus, or if you are traveling alone you may enjoy sitting in a single seat on the C side of the bus. 

Customers Traveling in Wheeled Mobility Devices

How do I ask a question about your accessible coach service?

Vonlane can provide a wheel chair accessible vehicle with 48 hours notice for any traveler who intends to travel in a wheeled mobility device. Please contact Vonlane at 844.VONLANE so that we may assist you in scheduling your travel.

Any person who believes that he/she has been discriminated against or denied full participation in transportation on the basis of disability by the Vonlane may file an ADA complaint.

AADA complaints may be submitted to the ADA Complaint Officer as follows:

Upon receipt of an ADA complaint, Vonlane will review the submitted information and send the complainant an acknowledgement letter informing them whether or not the complaint will be investigated as an ADA complaint.

Vonlane may require up to 30 calendar days to investigate a complaint. If additional information is required in order to resolve the complaint, Vonlane may contact the complainant. The complainant will have 10 business days from the date of the letter to submit the requested information to the Vonlane official investigating the complaint. If the Vonlane investigator is not contacted by the complainant or does not receive the additional information within 10 business days, Vonlane has the right to administratively close the case. A case can also be administratively closed if the complainant no longer wishes to pursue their case.

Once the investigator has reviewed a complaint, they will issue one of two letters to the complainant: 1) a closure letter or 2) a letter of finding (LOF). A closure letter summarizes the allegations stating that no ADA violation occurred and that the case will be closed. A LOF summarizes the allegations and the interviews concerning the alleged incident, and explains what, if any, corrective action, additional training of staff members, or other action will occur. If the complainant wishes to appeal Vonlane's decision, they will have 10 business days from the date of the letter to do so.