YOUR QUESTIONS ANSWERED

FAQ

  • Title VI

  • Commuters

    • Animals Or Pets

      Dogs, cats and other live animals are not permitted on any Academy buses. However, a service animal, used for the purpose of accompanying a disabled person, will be permitted to travel with the disabled person at no additional charge. This animal must be under the control of its owner at all times and must ride in the customer’s space. The animal may not travel in the bus aisle or occupy a seat. Academy reserves the right to refuse passage to any animal that poses a direct threat to the health and safety of other customers, Academy personnel or contractors.

    • Baggage

      A passenger’s personal baggage shall be transported in the same vehicle with the passengers, subject to available accommodations. No additional charge will be made for the transportation of baggage. The Company assumes no liability therefore. Baggage is not checked. Academy assumes no responsibility for lost or damaged baggage and contents.

    • Children's Fares

      When accompanied by an adult, children under 5 years of age not occupying a seat to the exclusion of other passengers may ride free. Children under 5 years of age occupying a seat to the exclusion of other passengers pay the regular adult fare.

    • Damaged Or Lost Tickets/Passes

      Academy will not replace or grant refunds for tickets/passes that have been lost, stolen or are in such damaged condition that they are unreadable.

    • Food/Drink/Smoking/Radios/Cell Phones

      For the comfort of all passengers, please observe these rules while riding the bus: NO smoking, NO eating or drinking, NO littering, NO radios without headphones, NO personal items on the seat next to you, and please limit cell phone usage to urgent calls while onboard.

    • Holiday Service Schedules

      Academy will operate Sunday service on the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. Martin Luther King Day and President’s Day will operate on modified schedules with limited service to Wall Street. There will be NO Wall Street service on any of the other holidays listed. On all other holidays, or on days before or after major holidays, there may be service adjustments made to our normal schedules. Please check notices posted in terminals, on buses, or on the homepage.

    • Lost Articles

      All inquiries for lost, unchecked articles such as umbrellas, hats, etc. transported in the custody of passengers should be made within (10) days at this office: 890 Route 36, Leonardo, NJ 07737 - 732-291-1300 x2553

    • Tickets And Transfers To Other Zones

      (This applies only to services operated solely by Academy Bus.)

      All tickets, including monthly pass, are transferable between the Port Authority and Wall Street zones if the purchase price is identical.
      Monthly passes presented of lower value than the destination zone fare will NOT be accepted for boarding. The passenger will be required to purchase a one-way ticket or pay the equivalent fare in cash to the driver. Monthly passes will be accepted for boarding any route where the destination zone fare is lower than the fare paid for the monthly pass. The monthly pass is not transferable from passenger to passenger and must be openly displayed at the time of boarding.

    • Objectionable Persons

      Academy reserves the right to refuse to transport any person or persons under the influence of intoxicating liquor or drugs, or who is incapable of taking care of himself or herself, or whose conduct is such or is likely to be such as to make him or her objectionable to other passengers. Exception: Provisions of this item do not apply to persons who are ill and accompanied by an attendant or nurse.

    • Oxygen And Respirators

      Portable oxygen and respirators may accompany you on your trip with Academy. A maximum of four canisters may travel with the customer. Two canisters will be transported in the passenger compartment of the bus and two will be stored in the baggage compartment. The maximum dimension for these canisters cannot exceed 4.5 inches in diameter and 26 inches in length. Oxygen canisters that are to stored in the baggage compartment must be enclosed in cases and have safety caps on the tank.

    • Photography

      Photography of Academy personnel and equipment is prohibited.

    • Refund Policy - Tickets Not Sold In The SilverPass App

      All ticket types are non-refundable.

    • Seniors And Disabled Customers

      Passengers 62 years of age or older ride at the senior citizen reduced fare at all times. Customers purchasing senior citizen tickets at ticket windows are not required to provide any proof of age. When a passenger presents a senior citizen ticket or pays a senior citizen cash fare to a driver, they must present a valid ID (one of the following; NJ Transit Reduce Fare ID, Medicare Card, Driver's License, Passport, Birth Certificate, State-Issued Non-Driver's ID, County, Medicaid or Military ID, MTA Reduced Fare Care, or a PA Senior Citizen ID or Pace Card) to obtain reduced fare.

      Passengers with disabilities must present a NJ Transit Reduced Fare ID or Medicare Card to obtain the reduced fare.

      For Senior and Disabled Citizens, Applications for a NJ Transit Reduced Fare ID/Card may be obtained from:

      NJ Transit
      Reduced Fare Program
      One Penn Plaza, 5th Floor
      Newark, NJ 07105

      Or by calling NJ Transit Reduced Fare Office at 973-491-7112.

      Passengers not providing proper ID will be charged a full fare.

    • Storage Of Mobility Aid Devices

      Passenger mobility aid(s) may travel inside the bus if they can be safely stowed in the overhead compartments. Units that cannot be safely stowed in the bus will be placed in the bus’ baggage compartment if possible. Academy assumes no liability for damage to these devices. Please allow sufficient time for the stowing of any mobility aids. This will prevent delays in departure.

    • Ticket Types

      1. One-way fares named herein apply in either direction between the stations designated.
      2. Round-trip fares named herein apply only between the stations and in the direction named on each portion of the ticket issued therefore.
      3. The fare to/from a point not shown herein shall be the fare to or from the next more distant point.

    • Ticket Expiration

      1. One-way or one round-trip tickets are valid for 30 days
      2. Ten (10) trip tickets are valid for thirty (30) days
      3. Monthly pass is valid only for the specific month of use
      4. All tickets are non-refundable

      Click here to view Academy's travel policy.

    • FMCSA - Anti Discrimination Notice

      Anti Discrimination Notice

    • Reasonable Accommodation Policy

      Reasonable Accommodation Notice

    • ADA Compliance Policy

      ADA Compliance Policy
      ADA Complaint Form

  • About the Silverpass App

    • How do I download the SilverPass App?

      The SilverPass app is available for free download in the Apple App Store and Google Play Store.

    • What mobile devices can run the SilverPass App?

      Android and iPhones are both supported by the SilverPass App. iPhone users, your operating system needs to be IOS version 12 or higher. For Android users, your operating system must be version 5 or higher.

    • What type of tickets can I buy with the SilverPass App?

      Academy tickets available for purchase are One-way, Senior/Half fare, 10-trip, 40-trip and Monthly.

    • Are there fees for using the mobile SilverPass App?

      The SilverPass App is free to install. When using the SilverPass App, please note that data charges may apply. Academy is not liable for any mobile carrier charges that a customer may incur while downloading or using the App.

    • How do I create an account?

      Install the SilverPass App from the Apple App Store or Google Play Store. You will only need your first name, last name, email address and phone number to create and account.

    • How do I log in?

      Once your account is created, you will stay logged into the SilverPass App. For your protection, you must confirm the security code on your payment card for each purchase in the app.

    • Where can I use mobile ticketing?

      Mobile ticketing is available for travel on all Academy-branded commuter bus routes where Academy previously sold paper tickets. Academy does not sell tickets for the following routes: Route 9 to Port Authority (New Jersey Transit), 8A (Coach USA), and SIM23/SIM24 (MTA).

    • Can I use the SilverPass App on multiple devices?

      To ensure access to your tickets, your SilverPass App may only be accessed by a single device.

    • How do I change/correct my name/email?

      In the SilverPass App, in the menu, open “my account”, click “show details”, select “edit” in the right- hand corner, make edits and “save changes.”

  • Purchasing Tickets

    • Do I need internet to purchase my tickets?

      You need an internet connection to purchase tickets, but once purchased your tickets exist in your “Ticket Wallet” in your SilverPass App. A connection is not required to activate a ticket.

    • Where is my “Ticket Wallet?”

      You can find your purchased tickets on the Home Screen or from the Menu Bar > “Ticket Wallet” located in the upper right-hand corner. Any used or expired tickets can also be located in the “Ticket Wallet” on the menu bar under the “Ride History” tab.

    • What forms of payment can I use?

      The SilverPass App accepts, Mastercard, Visa, American Express, Discover and commuter benefit cards. When using American Express, use the 4 digit CVV code located on the front of the card.

    • Can I use commuter benefit cards to purchase tickets?

      Yes! Commuter benefits cards can be used to purchase tickets.

    • Can I use multiple forms of payment for the same ticket?

      Yes! Up to 2 payment cards may be used to purchase tickets in the SilverPass App.

    • When can I purchase my monthly ticket?

      Monthly tickets can be purchased beginning on the 20th day of the previous month and available up until the 10th day of the current month. Please note the monthly ticket is not available for use until the first day of the current month. For example, you can purchase a monthly ticket for July as early as June 20th, but it is not available for use until July 1.

    • How do I get a receipt?

      A receipt will automatically be generated and sent to the email you provided.

    • How long are tickets good for once I purchase them, do they expire?

      One-Way, Senior/Half Fare, and 10-Trip tickets are valid for 30 days from the time of purchase.
      40-Trip tickets are valid for 90 days from the time of purchase.
      Monthly tickets are valid from the first day of the month to the last day of the month for the month purchased.

    • How long are tickets valid for once I activate them?

      Tickets are valid for 30 minutes once activated. It is recommended to activate your ticket just prior to boarding the bus. Once a ticket is activated it cannot be undone.

    • Is there a limit on how many tickets I can purchase at one time?

      Multiple One-Way, Senior/Half Fare, 10-Trip and 40-Trip tickets can be purchased at one time, only one monthly ticket can be purchased per month.

    • Can I get a refund on my tickets?

      All sales are final, there are no refunds or exchanges. Please review the routes and schedules prior to purchasing your ticket.

  • Using Tickets

    • When should I activate my mobile ticket?

      It is recommended to activate your ticket just prior to boarding the bus. Once a ticket is activated it cannot be undone.

    • How do I activate my mobile ticket?

      Locate your ticket either on the home screen or in your “Ticket Wallet”, once located, click the “activate” button. It is recommended to activate your ticket just prior to boarding the bus. Once a ticket is activated it cannot be undone.

    • How do I activate multiple tickets?

      Locate your ticket either on the home screen or in your “Ticket Wallet”, once located, click the “activate” button. After activating one ticket you can return to the ticket wallet to activate another. It is recommended to activate your ticket just prior to boarding the bus. Once a ticket is activated it cannot be undone.

    • How are my tickets verified once activated?

      The driver will electronically scan or visually validate your ticket, once your ticket is activated it will no longer be available for use.

    • Do I need internet to activate my tickets?

      You do not need internet to activate a ticket.

    • What happens if I activate my ticket and I do not use it?

      It is recommended to activate your ticket just prior to boarding the bus. Once a ticket is activated it cannot be undone.

    • Can I tag my favorite bus stops in the app?

      Yes, you can tag your favorite stop in the app. Tap the star on the bottom left of your screen in the stops screen and your stop will now be a favorite.

  • Technical Issues

    • Who can I contact if I am having technical issues?

      In the menu in the SilverPass App, please complete the “contact us” form and someone will get back to you as soon as possible.

    • What security protections are in place to protect my personal information?

      The Mobile Ticketing platform is fully certified and compliant with the Payment Card Industry standards (PCI-DSS). All payment communications are fully encrypted via SSL, and any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.

  • Other

    • What happens if my phone is not charged when I am boarding the bus?

      The customer is responsible for keeping their phone charged. If your phone is not charged, you will be required to purchase a ticket to ride the bus.

    • What happens if I lose my phone or get a new phone?

      If you lose your phone or get a new phone, the tickets stored in your “Ticket Wallet” can be transferred to your new phone providing you have the same phone number. For security purposes, we allow up to three transfers within a 180-day period. To do this, install the SilverPass App on your new device and login (join from the menu bar, upper right-hand.) Use the same phone number you used with your previous device. You will be sent a code via text, enter the code. You will be notified your phone number and payment method are already connected to a different device and do you want to connect to this new device. Respond, connect to this device. Your existing tickets will then populate your “Ticket Wallet.”

    • What happens if I change my phone number or get a phone with a new phone number?

      In the menu in the SilverPass App, please complete the “contact us” form and someone will get back to you as soon as possible.

    • How can I review the Academy SilverPass Mobile App Terms of Use?

      Academy SilverPass Terms and Conditions can be found on our website, Academybus.com at the bottom of the homepage.