What to do if you have misplaced/damaged baggage
Peter Pan does not assume liability for misplaced/damaged baggage.
If a customer wishes to file a claim for misplaced or damaged baggage/items, baggage claims must be made at a Peter Pan full service terminal ticket counter, or through Peter Pan Customer Care within thirty (30) days from the time the customer arrived at their destination to which their ticket specified. For damaged baggage/items, Peter Pan Bus may open baggage to inspect the apparent damage.
We will need the following items to submit the baggage claim (additional items may be required):
- Your contact information and valid photo ID
- Description and value of the misplaced/damaged item(s)
- Your ticket confirmation number and ticket receipt
- Statement as to how the baggage was lost/damaged
- Photos/proof of damages
The required documents can be sent to us online through our website here, or can be mailed to:
Peter Pan Bus Lines
Customer Care – Baggage Claim
1 Peter Pan Way
Springfield, MA 01103
We recommend making copies of all forms and documents for your records.
On all claims, we will investigate and process the claim and notify the customer of the outcome of the claim. Additional time may be required for specific claims where further investigation or documents are required.
If investigation of a claim develops that one or more other carriers have been presented with a similar claim on the same baggage, the carrier, investigating such claim, will communicate with each such other carrier, and prior to any agreement entered into between or among them as to the proper disposition of such claim or claims, will notify all claimants of the receipt of conflicting or overlapping claims and will require further substantiation, on the part of each claimant, of his right with respect to such claim.