Customer Care
Our Customer Care is here to answer the most commonly asked questions as well as provide information for all aspects of your travel. Please select one of the following topics to learn more.
Going on one airline and returning on another? There are two terminals in Detroit- Delta Airline and Air France are at McNamara Terminal and all other airlines can be found at the Evans (North) Terminal.
When making the reservation the system will ask you to choose an airline. Choose your outbound airline and select the outbound time of departure. The system will then display the return time choices. Before selecting the return time, click on the Terminal name and change it to the other terminal and then proceed with selecting your return time.
Do I have to buy my ticket in advance? Discounted fares require pre-payment via credit card on our website. You can pay by credit card to the driver for a ticket, but the fare is higher and seating is based on availability. Only single passenger tickets are available at the coach.
Must I print my confirmation and bring it with me? Each leg of your trip has its own QR code. In order to board the coach the QR code must be presented to the driver either on your smart phone or on paper. The driver will scan your QR code before boarding.
If I miss my scheduled coach, can I take another one without having to pay again? It depends. If you miss your scheduled coach due to a flight delay at the airport, then Yes, you are welcome to take the next available coach at no additional cost. However, passengers traveling to the airport or non-airport passengers traveling between East Lansing, Brighton and Ann Arbor who do not show for their scheduled departure must purchase a new ticket.
Do you have signs at Detroit Metro Airport? No. But our motorcoaches are clearly co-branded as Michigan Flyer-AirRide. In McNamara Terminal follow "Municipal Transportation" and "Ticketing/Check-In" signs to Departures (Level 3), and look for us outside and to the left of the doors for Air France check in. At the Evans (North) Terminal, follow "Municipal Transportation" signs to Ground Transportation and find a small "AirRide route 787" sign by stall number 1.
Does the motorcoach have seat belts? Yes, our coaches are all equipped with 3-point seat belts for added safety.
Are child car seats allowed on the coach? While child safety seats are not required on motorcoaches, you are welcome to bring a car seat if you own one.
Are pets allowed on the coach? No. As of Sept. 1, 2018, we no longer transport pets. However, we do welcome service dogs on board with customers who have disabilities. Service animals may ride in the passenger compartment of the bus at no additional charge.
As defined by the Americans with Disabilities Act (ADA) “service animal” means any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability. In addition, miniature horses that have been trained to help people with disabilities with specific tasks may now be considered service animals. (For more information about service animals, please see our policy on People with Disabilities).
For transportation purposes, “emotional support animals,” “psychiatric support animals,” or any dogs, cats, birds, or other animals that are not trained to perform a specific function for a person with a disability are all classified as pets under federal ADA law.
Changes and Cancellations- Tickets are non-refundable once purchased. Two changes per reservation are allowed and can be made online before your scheduled departure.
Children 12-17 traveling without a parent- Please see "Unaccompanied Children" on our Customer Care page.
Traveling with an infant- Children 24 months or younger are allowed to travel on their parents lap on our coaches at no charge. If you would like the child to travel in a car seat you will be required to purchase a child fare to accommodate the car seat and infant.
What if I can’t find my answer here? Call us at 517-333-0400.
Michigan Flyer-AirRide motorcoaches are wheelchair accessible. However, 24-hour advance reservations are recommended. Please call our office, or fill out the ADA form when making reservations online.
Please notify our office if you will be traveling with a scooter or service animal.
Special Assistance – Both McNamara and Evans (North) Terminal
Passengers who need wheelchair assistance should normally request it when making a reservation with the airlines, which contract with Prospect Airport Services to provide wheelchair services.
However, if you did not arrange for assistance from Prospect through your airline, you may do so by calling Prospect from your bus before it arrives at the airport. Prospect’s phone number at the McNamara Terminal is (734) 921-7200; at the Evans (North) Terminal, it’s (734) 247-1121. For example, a good time to notify Prospect that you’re on your way and will need assistance is when your eastbound bus reaches Ypsilanti or Belville.
If you will need wheelchair assistance to reach our bus after a return flight to North Terminal, consider asking for an aide from Prospect to meet you in the indoor waiting area about 10 minutes before your westbound motorcoach is scheduled to depart.
Please note that Prospect provides assistance with passenger luggage at McNamara Terminal, but not at Evans (North) Terminal.
A Word about Service Animals
We welcome service animals on board with customers who have disabilities. Service animals may ride in the passenger compartment of the bus at no additional charge.
As defined by the Americans with Disabilities Act (ADA) “service animal” means any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability. In addition, miniature horses that have been trained to help people with disabilities with specific tasks may now be considered service animals.
Examples of the services that true service animals are trained to provide include guiding people who are blind, alerting people who are deaf, pulling a wheelchair, fetching dropped items, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, or calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack.
Once on board, passengers must remain in control of their service animals at all times—on a leash or harness, or in a carrier—and the animal must ride within the passenger’s own space; it cannot occupy a separate seat or lay down in the aisle.
So that all passengers may enjoy a pleasant ride, we ask you to keep your service animal calm and quiet. If we believe a service animal may threaten the health or safety of other passengers or our staff, or disrupt our operations (such as by barking, growling, biting, jumping on passengers, urinating or defecating), we may refuse to allow it on board.
Any passenger under the age of 12 must be accompanied by a passenger at least 17 years of age or older at all times. Passengers of age 12 through 16 may travel on Michigan Flyer and must pay the adult fare.
Each of the following conditions must be met in their entirety:
1. The passenger’s trip will begin and end on the same schedule (no transfers).
2. The passenger’s trip must be between the hours of 7:00 a.m. and 8:00 p.m.
3. The parent, guardian or legal custodian of the child must complete and sign the Unaccompanied Child Form of Indian Trails (our parent company) authorizing the child to make the trip, and return the form with ID to the driver on duty. This form specifically names the person authorizing the trip and the person meeting the child at the destination station and the telephone number at which this person may be contacted. It also provides an emergency contact name and telephone number in the event it is needed.
The Unaccompanied Child Form is available from your driver, or may be downloaded here.
4. In order for the child to be released at the destination, the person named on the Unaccompanied Child Form as the one meeting the child must present positive identification, such as a driver’s license or state-issued identification card, to the driver at the destination stop. Without such identification, the child will be released into the custody of the Child Protective Services or local law enforcement officials in the destination city.
If any of the above conditions are not met, then the passenger must be accompanied by a passenger at least 17 years of age or older in order to travel.
If you just got off Michigan Flyer-AirRide and believe you left something on board, call our office at (517)-333-0400. We will attempt to contact your driver and find your missing articles. Or, if more than a day has passed since your ride on Michigan Flyer-AirRide, call us and we will check our Lost & Found area to see if your missing item was turned in.
Travel Insured offers a variety of coverage options to protect leisure travelers from trip disruption from start to finish. Click here for details. For questions regarding overseas coverage and policies please call 800-243-3174.
