Barons' COVID-19 Response

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Customer Complaint

Barons Bus Inc. operates their programs and services without regard to color, race or national origin or disability; in accordance with Title VI of the Civil Rights Act 1964 and the American with Disabilities Act of 1990. Any person who believes he or she has been aggrieved by any unlawful discriminatory practice under Title VI or the ADA may file a complaint with Barons Bus Inc. For information on Barons Bus Title VI program and procedures, or to file a complaint please contact John Goebel
Contact Options:
  • Phone: Call 888-378-3823 Ext 206. Para Espanol llame, 800-255-7688.
  • Email:
  • Mail: Barons Bus Inc. Attention John Goebel PO BOX 31088 Independence, OH, 44131
A complainant may file a complaint directly with the Federal Transit Administration via:

The Office of Civil Rights
Attention: Title VI Program Coordinator
East Building, Floor TCR
1200 New Jersey Ave SE
Washington D.C. 20590


Barons Bus pledges to you, our passenger, a safe, reliable, and comfortable traveling experience. The linchpin in this promise is our dedicated, highly-trained, and courteous operators and support staff who, through clearly defined procedural and instructional manifests ensure a clean, comfortable, and safe ride in all situations, including emergencies. Outlined below is that manifest with a brief, step-by-step description of how we implement it.

I. You have the right to a safe ride, every time

  • Barons Bus is fully compliant with all vehicle regulation and traffic laws at both the Federal and State levels
  • Our operators are extensively trained
  • We have stringent measures in place to ensure that our vehicles meet all applicable safety requirements
  • Our operators and staff are able to clearly communicate and coordinate passenger boarding and alighting

II. You have the right to courteous, clean, and accessible service

  • Our vehicles are diligently cleaned and maintained daily
  • Our operators are specifically selected and trained to exhibit the utmost courtesy to you
  • We promise assistance for persons with disabilities throughout your traveling experience
  • Barons Bus shall not exhibit discrimination in any form, including price or carriage

III. You have the right to dependable service

  • Barons Bus guarantees on-time service with caveats for situations outside of our operator's control. This may include things like extreme weather conditions, road construction, or traffic congestion.
  • We will provide assistance (upon case review) regarding last-minute cancellations or following a material delay caused by the operator
  • We will provide reasonable compensation or rerouting in the event of overbooking, cancellation, or a material delay caused by the operator

IV. You have the right to timely, accurate communication

  • You have the right to have the most current information regarding our routes, schedules, and travel fares, including bus stop announcements.
  • Barons Bus will provide timely information on service delays and cancellations
  • Our operators and support staff will advise the passenger on pertinent information throughout their travel experience, and are experienced in advising further regarding terminals and online activity

V. You have the right to be heard

  • We have measures in place to handle and address any issues you may have regarding travel, baggage, package express, and accommodations for persons with disabilities
  • You may lodge complaints via phone at (888) 378-3833 or through our website at
  • If you believe you have been discriminated against on the basis of color, race, nationality, religion, or disability, please read the notice; download, print, complete, and mail our Title IV form; and contact us immediately
  • We promise a diligent investigation and timely redress of your complaint

VI. You have a right to transparent safety measures

  • The Federal Motor Carrier Safety Administration advises that any travelers planning a bus trip or charter consider their safety before buying tickets from unregulated or unabiding carriers. Learn more at FMCSA's website here: FMCSA: Look Before You Book
  • The FMCSA provides a free mobile app called "SaferBus" so that you can review any bus company's safety record prior to buying a ticket or booking a group charter. The SaferBus app is available for free on iOS via the app store or on Android via the Google Play store. For more information, please see the FMCSA's FAQ
  • In addition to the complaint options we've previously listed, you may also lodge complaints with the FMCSA via their toll-free hotline at (888) DOT-SAFT or (888) 368-7238 between the hours of 9:00am and 7:00pm EST, Monday through Friday. Passengers may also lodge complaints online at the National Consumer Complaint Database (NCCDB)

VII. You have the right to help stop human trafficking & sexual assault

  • Barons Bus operators and support staff are trained to recognize and report any potential or actual instances of human trafficking and sexual assault to the authorities
  • If you've witnessed something suspicious, our operators and support staff are able to coordinate and advise you accordingly. We strive to make reporting avenues known and available to every passenger passing through or near intercity terminals in order to empower them to report observable occurrences of human trafficking or sexual assault to the appropriate authorities.
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