1. Answers from C&J
  2. Traveling on C&J Buses

What assistance does C&J provide passengers with disabilities?

C&J's goal is to make travel with C&J safe for all of our passengers. Our drivers and customer service representatives are available to meet the needs of patrons with disabilities. C&J provides assistance with boarding/deboarding coaches, and stowing/retrieval of luggage and mobility devices. We can help our passengers traveling alone, with a personal care attendant, or accompanied by a service animal.

All C&J commuter schedule service is accessible to persons with disabilities.

The lifts on our buses have size and weight limitations in order to insure that lift equipment functions properly, along with rules pertaining to existing passengers who may be subject to relocation to accommodate your needs.

In the event that a passenger wishes to travel without the use of a mobility device, priority seating is available in the first row of our buses. A C&J team member is readily available to assist you in accessing these seats. Passengers with disabilities shall be pre-boarded whenever possible.

The combined weight of the patron and mobility aid cannot exceed 660 pounds when using a wheelchair lift on a C&J motorcoach. The mobility aid can be no more than 31 inches wide and 48 inches in height. Priority seating is available for the elderly and customers with disabilities on C&J’s non-reservation service. However, you may sit where your needs are best accommodated; the front bus seats located in the first row directly behind and across from the driver and wheelchair securement areas are designated as priority seating.

If these seats are occupied, the driver or other C&J personnel may ask seated patrons to move. If the person occupying these seats refuses, he or she cannot be forced to move. You may sit in the next available seat and move to the designated seats as they become available.

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 C&J’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 C&J’s programs has a right to file a formal complaint with Jalbert Leasing, Inc. Any such complaint must be in writing and submitted to Jalbert Leasing’s ADA Compliance Supervisor within 180 days following the date of the alleged occurrence. For more information regarding ADA complaints, please contact:

C&J Bus Lines ADA Compliance Supervisor

Joe Malerba
185 Grafton Dr.
Portsmouth, NH 03801
1.800.258.7111
customercare@ridecj.com

ADA Reasonable Modification Policy

C&J Bus Lines operates its programs and services in compliance with Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices (49 CFR Parts 27 and 37) to ensure that people with disabilities have equal access to our services. Any person who believes he or she may have been aggrieved by any unlawful discriminatory practice under this act may file a complaint.

We provide reasonable modification of policy and practice upon request to ensure that our transportation services are accessible to persons with disabilities.

We will make 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, without the requested modification, the individual with a disability is unable to fully use C&J Bus Lines’ services for his or her intended purpose.

Whenever feasible, C&J Bus Lines requests that individuals make such requests for modifications 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 of which the individual with a disability was unaware until arriving), operating personnel shall make a determination of whether the modification should be provided at the time of request. Operating personnel may consult with C&J Bus Lines’ management before making a determination to grant or deny the request.

Requests may be made in advance by contacting:

Joseph Malerba, Safety Director at 800.258.7111, or using TTY services; by email at customercare@ridecj.com; or in writing at 185 Grafton Drive, Portsmouth NH 03801.

You will be asked to provide your name, telephone number (or other contact information), the date and time of travel, the bus stop(s) you will need assistance with, and to describe what you will need in order to use the service. We will contact you via telephone or email for additional information. A decision will be made within two business days of your request. You will be notified of our decision by telephone, email, or in writing within one business day of our decision.

If you feel you have been wrongly denied, you may file a complaint.

Any person who believes that he/she has been discriminated against on the basis of their disability may file a complaint. Complaints shall be submitted to:

Joseph Malerba, Safety Director at 800.258.7111, or using TTY services; by email at customercare@ridecj.com; or in writing at 185 Grafton Drive, Portsmouth NH 03801.

Civil Rights

C&J Bus Lines 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 C&J’s programs has a right to file a formal complaint with Jalbert Leasing, Inc. Any such complaint must be in writing and submitted to C&J Bus Lines’ 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, C&J Bus Lines, 185 Grafton Dr., Portsmouth, NH 03801, 800.258.7111