Non Discrimination Policy

Napaway does not discriminate on the basis of disability. As part of this, we will never:

  • Deny you the opportunity to use our service if you are capable of using it
  • Require you to use priority seats if you do not wish to
  • Impose any special charges on you as an individual with disabilities for providing related services or other necessary accommodations
  • Require you to be accompanied by an attendant
  • Deprive you of the full and equal enjoyment of our transportation service, including when it requires us to make reasonable modifications, provide auxiliary aids and services, and remove barriers
  • Refuse to provide you with service because your disability results in appearance or involuntary behavior that may offend, annoy, or inconvenience our employees or any other people. However, this does not extend to conduct, related or unrelated to your disability, that is violent, seriously disruptive, or illegal 

Reasonable Modification

We will provide reasonable modifications of our policies and practices upon request to make sure our services are accessible to anybody with disabilities.

We are committed to making reasonable modifications, unless doing so would fundamentally alter the nature of the service, result in a direct threat to the health or safety of others, or in the case that the individual with a disability would be able to fully use our services for their intended purpose without the requested modification.

Whenever feasible, we ask you to make modification requests in advance if it is possible to do so. Where a request for modification cannot practicably be made and determined in advance (e.g., because of a condition or barrier at the destination of a fixed route trip that you were unaware of until arriving), our team shall decide whether the modification should be provided at the time of request. Our team may consult with management before deciding whether to grant the request.

Requests may be made in advance by contacting us by email at accessability@napaway.com or by phone at (978) 289-2693.

Traveling in a Wheelchair or Mobility Scooter

All of our coaches are equipped with a wheelchair lift to help passengers board. Each coach can fit two passengers sitting in a wheelchair or mobility scooter.

If you are planning to sit in your wheelchair or mobility scooter during your journey, please make sure to let us know when you book your trip. We encourage you to make your booking over the phone by calling us at (978) 289-2693. If you would like to book online, please make sure there are at least 3 seats still available on your selected journeys, and please add “Wheelchair User” as an Additional Service for all segments of your trip. Once you have made your booking, we strongly recommend that you give us a call at (978) 289-2693 or email us at accessability@napaway.com to confirm your booking. This is not required, but it will help us ensure that your travel experience is as smooth as possible.

Please note: the reason we ask you to make sure there are at least three (3) seats still available on your chosen journey is that the onboard wheelchair securement area utilizes three (3) seating spaces. When booking your trip, if three (3) seats are not available on the selected date and time, please select another date and time for travel that does have the available seating.

If you want to board the bus in your wheelchair and then sit in one of our Butterfly suites, please let us know and we will stow the device. In this case we recommend you book seat number 12 if it is still available (it is the one immediately adjacent to the wheelchair lift). If it is not available, we recommend contacting us at (978) 289-2693 or email us at accessability@napaway.com so we can sort things out ahead of time, or let your Operator know when you arrive.

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

  • Weight (including the passenger) of 660lbs (299kg)
  • Wheelchair dimensions of 30 x 48 inches (76cm x 121cm)
  • Mobility scooter 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 does not fit within the dimensions above, it will need to be stored in the baggage compartment underneath the coach.  While our coaches are equipped with a power outlet for charging personal devices, our power outlets do not support the charging of mobility scooters.

Storing a Wheelchair or Mobility Aid

If you don’t want to travel seated in your wheelchair or mobility scooter, we can store it for you in the baggage compartment. Mobility aids such as canes and walkers can travel inside the coach with you but only if they can be safely stowed. Mobility Ads that cannot be safely stowed inside the coach will be placed in the baggage compartment, if possible.

The maximum dimensions for a mobility aid to go in the baggage compartment is 33” x 33” x 48”. The maximum weight for mobility aids is 200 pounds. Mobility aids that exceed either or both of these dimensions will not be accepted.

Of course, assistive devices are not considered extra baggage and are always free (unless you have more than one).

Intermediate Stops

If we make a stop where other passengers are allowed off the coach, you will always be allowed to leave and return as well.

We’re happy to help you with any reasonable request during a stop, such as getting on or off the coach, and retrieving your wheelchair or other assistive device for you. Just ask your driver. It’s also a good idea to let your driver know before your trip if you’re going to need help during stops as it helps us serve you better.

If your disability prevents you from using our onboard restroom, please let your Operator know if you need us to make an extra stop to use the restroom. Please discuss with your Operator at the start of the trip if this may become necessary.

Service Animals

We welcome service animals on board our coaches. Service animal means any dog or other animal that is individually trained to do work or perform tasks for a person with a disability. There is no charge for bringing your service animal on board.

We love your emotional support or comfort animals, but they are not considered service animals under ADA regulations. Even though some states have laws defining therapy animals, these animals are not limited to working with people with disabilities and therefore are not covered by federal laws protecting the use of service animals. That said, all properly behaved animals other than dogs are welcome on board with the payment of the pet fee, but must remain in their carrier at all times. Unfortunately, at this time we can’t accommodate non-service dogs, no matter how cute (though we are looking at options on how to potentially allow them in the future).

Your service animal must behave properly, stay under control, and remain with you at all times. An animal that engages in disruptive behavior will not be accepted as a service animal. We also reserve the right to refuse passage to any service animal that poses a direct threat to the health and safety of other customers or employees.

Traveling Alone or with a Personal Care Assistant

You can travel alone with us as long as you can travel independently and don’t need assistance of a personal nature (like help using the restroom, dispensing medication, or constant care during travel). We aren’t able to provide this level of assistance so if you need it, you may prefer to bring a personal care assistant with you.

Oxygen, Respirators & Medication

You should keep your medicine with you on the coach at all times – please don’t put it in your checked baggage as Napaway can’t take any responsibility if it gets lost or if it is not accessible to you.

It’s fine to bring portable oxygen and respirators onto our coaches. You can bring up to 4 canisters in total (2 on the bus and 2 in the baggage compartment), as long as they’re no bigger than 26 inches long and 4.5 inches high (66cm x 11.5cm). Oxygen canisters stored in the baggage compartment must be in protective cases with safety caps on the valves. You’ll need to make sure you have enough oxygen for your journey, and it’s up to you to arrange refills in route if you need them.

Civil Rights

Napaway Coach hereby gives public notice of its policy to uphold and assure full compliance with Title VI of the Civil Rights Act of 1964, the Civil Rights Restoration Act of 1987, and all related statutes. Title VI and related statutes prohibiting discrimination in Federally assisted programs require that no person in the United States of America shall, on the grounds of race, color, national origin, sex, age, or disability be excluded from the participation in, be denied the benefits of, or be otherwise subjected to discrimination under any program or activity receiving Federal assistance.

Any person who believes the he or she has been aggrieved by an unlawful discriminatory practice regarding Napaway’s programs has a right to file a formal complaint with Napaway Coach LLC. Any such complaint must be in writing and submitted to Napaway Coach LLC’s Title VI Coordinator within 180 days following the date of the alleged occurrence. For more information regarding civil rights complaints, please contact:

Title VI Coordinator, Napaway Coach LLC, 10630 Little Patuxent Pkwy, STE 314, Columbia, MD 21044, 978-289-2693

What are the ADA complaint procedures?

Any person who is not satisfied with the level of service that has been provided with respect to his or her disability and Napaway’s performance with respect to such disability, or any person who believes that he or she has been aggrieved by an unlawful discriminatory practice regarding Napaway’s programs has a right to file a formal complaint with Napaway Coach LLC. Any such complaint must be in writing and submitted to Napaway Coach LLC’s ADA Compliance Supervisor within 180 days following the date of the alleged occurrence. For more information regarding ADA complaints, please contact:

Napaway Coach LLC ADA Compliance Supervisor
Christopher Goebel
10630 Little Patuxent Pkwy, STE 314
Columbia, MD 21044