Frequently Asked Questions

What type and how much of deposit is required?
We typically require a 10% deposit, but an exact percentage depends on the specific order (bus type and length). The precise deposit amount will be specified in your price quote generated by your personal representative. The price quote received is valid for 10 days, and a deposit must be received within 10 days for the exact price and availability to be assured. Deposits can be received by any of the accepted payment methods (Visa, MasterCard, American Express, Checks, wire transfers or money orders).

How are refunds and cancellations handled by your organization?
Your complete deposit is 100% refundable up to 15 days of the scheduled trip date. Any scheduled trip cancelled between 15 days and 7 days before the scheduled departure date, the chartering party will be responsible for 50% of the price quoted to the chartering party. If any booking is cancelled within 7 days of the scheduled departure date, the chartering party will forfeit the entire price of the booking.

After the deposit is paid, when is the rest of my balance due?
The total payment is due 15 days before the scheduled departure date. Any trip booked within the 15 days, full payment may be needed at the time of booking.

Can I receive a discounted rate for booking a number of buses?
Discounts are dependent on a number of things (time of year, availability, type of buses etc); contact one of our representatives today to inquire about the possibility of receiving a discounted group rate.

In the event that the trip runs longer than expected, who is responsible for the extra time?
The number of hours specified on the quote is the number of hours booked. If you would like to continue the trip, the chartering party would be financially responsible for the extra time. If the extra time is due to traffic, weather or any other unforeseeable event there will be no charge.

I would only like to rent out a bus for a short amount of time, what are the minimum hours a bus can be booked for?
On all of our buses a four-hour minimum is required, but we do offer one-way transfer rates and shuttle services that can end up being shorter than one hour.

What is the maximum amount of time a bus can be booked?
Whether you would like to travel in Mexico or the continental United States, one of our quality buses can be booked and travel how ever long and how ever far you would like to go.

Who is responsible for parking and tolls costs while on the bus?
Your price quote does not include any of these types of charges.

Is a tip for the driver required?
A tip for the driver is sometimes required, but if the driver does his/her job well a tip is always appreciated.

How can I pay?
To suite your needs we accept Visa, MasterCard, American Express, Discover, checks, wire transfers and money orders.

Will I be charged and what is the process if plans are changed?
The only possible charge will be a cancellation fee, if the cancellation occurs within 15 days of the scheduled booking (see question regarding cancellations for further cancellation details). Usually, any changes concerning destination and amount of time can be accommodated. A change regarding moving up the booking date may result in some availability issues but a fee is not charged, contact one of our service representatives as soon as you can to avoid any conflicts.

What is the booking process?
First, you will need to receive a price quote for the desired occasion. This can be done by filling out our online quote form or by calling and speaking with one of our service representatives at 877-877-6615. You then will receive a price quote within 24 hours (usually within the hour). Your generated quote will include the date, bus type availability along with the price. The quote you receive will be valid for a period of 10 days. To ensure the availability of your specific price and bus type, a deposit will then be required (typically 20%), to reserve your booking date.

What is the next step after a trip is booked?
Your personal service representative will contact you and continue to work with you to ensure that each one of your special needs are met and payments are on time. At this stage, pick up times and all other special requests are processed.

Can any type of bus travel long distances or is a large bus required?
Normally, only Motor Coaches travel long distances (200+ miles) but exceptions are made. Contact a service representative to check availability and details.

When going on an overnight trip am I responsible to find a hotel room for the driver?
On overnight trips the chartering party is responsible for the hotel room costs for the driver. Typically, if a large party is staying at a hotel, the hotel offers a complementary room for the driver. If the hotel does not offer a complementary room, we can find an economical room for the driver and book it for the chartering party.

Do your buses have air conditioning, lavatories or TV/VCR/DVD systems?
Typically the large motor coaches come equipped with all of these amenities. Most of the smaller size buses contain air conditioning but a special request for a minibus with TV/VCR/DVD systems will be needed. If you require any of these options let your service representative know at time of booking.

How many TV screens are on each bus?
Depending on the size, a bus can have anywhere from 2-6 television screens so the whole bus can have a clear view.

What if my bus is late or has a breakdown?
We have many partners that are just a phone call away to handle any unforeseeable problems. There also is a 24-hour customer service hotline to process any troubles.

Can I drink alcohol on your buses?
Yes, just let your service representative aware of your request at the time of booking.

Are your buses handicap accessibility?
A number of our buses are ADA equipped, if you need a handicap accessible bus let your KGM Charters representative aware at the time of booking.