Frequently Asked Questions

Life happens, plans change!  If you need to cancel your reservation, you can contact us directly via email or phone or do it yourself via the website under the “Manage Account” tab.  Reservations canceled at least 24 hours prior to departure will be given a full refund (minus a $5.99 credit card processing fee); reservations canceled up to 2 hours prior to departure will be given a trip credit equal to the amount of your fare. Cancelations within 2 hours of departure time are not possible and the fare will be forfeited. No-shows are also not refundable or transferable.

If you need to cancel a reservation with The Jet, please contact our concierge team at concierge@thejet.coach or call our customer service line at (202) 618-0612.

Prior to your departure time, all tickets may be modified to another scheduled trip provided there are seats available. Modifications can be made via the Manage Account page on the website or by getting in touch with our Concierge team at concierge@thejet.coach or (202) 618-0612. Fyi, ticket changes may result in an additional charge if the newly selected trip has a higher fare. Any modification made less than two hours prior to departure time of the originally scheduled trip results in a new ticket reservation.

Certified service animals are welcome onboard The Jet and are free of charge. If possible, your service animal should be kept in a carrier at all times in the space in front of your seat. Please note ADA regulations define service animals as working animals, not pets. This includes emotional support animals, which do not qualify as service animals under ADA guidelines. Unfortunately, only certified service animals are allowed onboard The Jet at this time.

An ADA information sheet is available here. If you have further questions, please send us an email at concierge@thejet.coach or call our customer service line at (202) 618-0612.

We currently operate 6 days a week, Wednesday through Monday. We're working hard to bring you additional departures so you can travel with us everyday of the week. Create an account to get our latest service announcements!

In DC, The Jet arrives and departs from 565 13th Street NW at F Street, which is one block away from Metro Center and just up the block from Warner Theater. To view our stop in DC on a map, click here.

In New York City, The Jet arrives and departs from 565 W. 33rd Street between Hudson Boulevard & 11th Avenue, across the street from the Equinox Hotel. To view our stop in NYC on a map, click here.

Our stops are conveniently located just steps away from major transport links. In DC, we are right by Metro Center station with access to the Blue, Silver, Orange, and Red lines. In New York, we are 200 yards from 34th Street-Hudson Yards Subway Station with access to the 7 Train to Times Square and Grand Central Station.

Yes! We're just getting started, but we'll be adding new routes and drop off locations soon. Create an account to receive our latest service announcements!

As of July 1st, 2022, vaccines are no longer required to travel onboard The Jet. Masks are now optional for all passengers and staff.

For your safety, our coaches are outfitted with cutting-edge UV air filtration systems. To ensure that The Jet remains one of the safest ways to travel, we kindly ask that you do not travel if:

1. You are sick;
2. You have recently tested positive for COVID-19 (even if you do not have any symptoms);
3. Have been around someone in the past 14 days who tested positive for COVID-19 (even if they do not have symptoms).

For any questions regarding our safety policies, please contact our concierge team at concierge@thejet.coach or call our customer service line at (202) 618-0612.

Each passenger is allowed two "checked" bags (max 40 lbs.) and two personal items that can fit in a coach’s overhead storage compartment. Any bag a traveler wishes to have with them during transit must fit in the overhead compartment, which generally can accommodate a briefcase, computer bag, or backpack. The Jet is not responsible for, and expressly disclaims all liability for, any loss or damage done to a piece of luggage during transit. **Passengers bringing additional “checked” bags will be charged $25.00/bag.** Checked bags will be stowed in a compartment beneath the coach and personal items can be stored in the overhead bins onboard. There are also purse hooks available at all window seats onboard the coach.Bikes (max 40lbs.) can be accommodated with appropriate notice. Please be advised that bikes may require front tire removal to lie flat. Passengers are required to remove and reattach the front wheel themselves, and assume all risk of damage to the bike as The Jet's bays are not equipped for bike storage. Furthermore, The Jet authorizes its employees to reposition or remove from the coach any piece of luggage or personal item that we consider a potential safety or security risk. By traveling with The Jet, passengers give The Jet and its employees full rights and authorization to reposition or remove from the coach entirely a piece of luggage or personal item that we view to be a potential safety or security risk.  Oversized luggage, including bikes, must be booked in advance via our concierge team, who can be reached at [concierge@thejet.coach] (mailto:concierge@thejet.coach) or (202) 618-0612. There are no guarantees that we can carry such items if they are not booked with us in advance.

We welcome children age 6 and over on our regular, scheduled routes. Children over 6 but under the age of 14 must be accompanied by a parent or guardian over the age of 18; or, our Concierge team, including our onboard attendant, must be provided with the full name and contact information (including a valid phone number) for parents or guardians over the age of 18 who will be delivering the underage passenger to the coach at the point of departure and meeting the underage passenger at the point of  arrival. 

For any concerns we should be aware of prior to a child traveling with The Jet, please reach out to our concierge team at concierge@thejet.coach or (202) 618-0612.

All passengers have access to free, HiFi WiFi™ onboard The Jet. It's the fastest WiFi in travel. You'll love it!

Yes! The Jet has an upscale restroom onboard with luxury fittings and a touchless sink and soap dispenser, so you can freshen up in style!

A typical trip on The Jet takes about 4 hours and 15 minutes! Obviously, we can't control the traffic or the weather, but we'll keep you updated and refreshed if we run into any unforeseen issues on the roads.

The Jet operates on a dynamic pricing model with a starting rate of $99 for a one-way ticket. Ticket prices will rise beyond this base rate in response to demand and capacity levels, depending on the departure date and time. There is no price variation with one-way versus round-trip rates.

Fares are subject to change and may be higher during holiday and peak periods. Discount fares are subject to date, time and schedule restrictions outlined on a specific basis.

Yes! Whatever your charter requirement, we'd love to help you create a special, memorable event. For more information on pricing and availability, please send us an email at charters@thejet.coach or call our customer service line at (202) 618-0612.

The Jet does provide ADA compliant, lift-equipped options for travel between Washington, D.C. and New York City. If the passenger is able to climb the stairs of the coach, we will gladly store their mobility device underneath the coach for the trip. If the passenger is unable to climb the stairs of the coach, The Jet has a lift-equipped, limousine style vehicle that is customized to provide the same level of service between DC and New York.

Please contact our concierge directly at least 48 hours in advance of your service needs at concierge@thejet.coach or (202) 618-0612, and we will be happy to assist you!

***Coming Soon*** JetSet Rewards is our loyalty and rewards program, offering special perks and prices to our repeat riders. We hope to launch the program later this year. The best part? So long as you have created an account with us, you automatically become a Jet Setter and points that you have already accrued will be added to your account. Create an account to get our latest service announcements!

Yes, but please speak to the attendant when boarding your coach. The Jet's onboard menu features food that may contain or come into contact with common allergens, such as dairy, eggs, wheat, soybeans, tree nuts, peanuts, or wheat. Depending on the seriousness of your allergy and based on your advice, we will be happy to remove items from service on board and make courtesy announcements to other guests onboard. To see our menu in advance, please visit [www.thejet.coach/menu](https://thejet.coach/menu/).

Our Concierge hours are Monday-Friday 9:00 AM - 5:30 PM, Saturday 9:00 AM - 3:30 PM and Sunday 9:00 AM - 7:00 PM. Our phone number is 202.618.0612.