GUIDELINES

For a comfortable and enjoyable travel experience with Northwest BUS, please take note of the following guidelines:

• Make sure you have all the required travel documents with you throughout your journey. Keep them safe alongside your ticket and present them at the departure gate if requested.
• Smoking is strictly prohibited onboard. Please adhere to this policy to maintain a clean and smoke-free environment.
• Arrive at the travel stop or station at least 1 hour before departure for intercity trips.
• Ticket refunds and cancellations are possible under certain conditions. Contact customer support for assistance.
• Front seats are reserved for families. Please respect this arrangement to allow families to sit together.
• Keep your valuable and breakable luggage secure. Responsibility for their safety rests with you. Keep necessary travel documents accessible.
• Complete luggage-related procedures at the luggage department before proceeding to the departure gate upon station arrival.

At Northwest BUS, your comfort and convenience matter to us. We understand the significance of smooth travel, which includes addressing your baggage requirements. Here’s a comprehensive overview of our baggage policies for both domestic and international trips.

Allowed baggage:

• Each passenger is allowed to carry 1 piece of luggage up to 25 kg free of charge and 1 hand baggage up to 7 kg.
• Permitted dimensions for free of charge luggage are as follows: (50 cm width – 90 cm length – 40 cm height).
• Luggage pieces which exceed the permitted dimensions or the permitted quantities are carried only at the discretion of the Northwest Bus officials based on space availability and load factor.
• Luggage between 25 kg and 50 kg will have an additional cost of SAR 20.
• Luggage between 50 kg and 100 kg will have an additional cost of SAR 40.
• Each passenger travelling on VIP buses is allowed to carry 2 pieces of luggage up to 25 kg free of charge and 1 hand baggage up to 7 kg.

For everyone’s safety, certain items are not allowed on our buses. This includes items prohibited by the laws of the Kingdom of Saudi Arabia and other countries served by our buses, as well as firearms, ammunition, swords, knives, explosives, incendiary materials, flammable materials, toxic materials, and compressed gases.

In case of lost baggage, follow these steps:

• Report the loss to baggage services at the terminal before leaving.
• Provide essential information, including full name, addresses, and contact numbers.
• Describe the lost baggage’s appearance as instructed by baggage service departments.
• Obtain a baggage claim file and the contact details of baggage service departments.
• If continuing your journey, contact the baggage service at your final destination if needed.
• Claiming of lost items need to be at the same date and time of the passenger trip and within 1 hr. and after that we will not be responsible for the luggage.

• Your comfort and safety are our priority. If you have queries or need assistance, our baggage service personnel are ready to help throughout your journey. Travel with confidence, knowing that your baggage requirements are well-managed.

At Northwest BUS, we prioritize delivering exceptional services that cater to the needs of all individuals, including those with special needs. Here’s how we ensure a comfortable and inclusive travel experience:

• Special sales outlets: To ensure efficiency, we have dedicated special sales outlets that serve individuals with special needs. Our trained staff is ready to assist, ensuring a seamless experience.
• Accompanying person requirement: For safety, a traveling companion is required for passengers with special needs. Having someone by your side ensures assistance and support throughout the journey.
• Accessible infrastructure: Our infrastructure prioritizes accessibility. From wheelchair ramps to facilities, we create an inclusive environment.
• Independent travel options: In specific cases, independent travel is possible. A valid reason is required to travel alone to ensure safety.
• Dedicated bus seats: Comfort matters. Passengers with special needs have designated seats tailored to their requirements. To guarantee the availability of these adapted seats, please ensure your ticket is purchased at least 48 hours before the trip departure through our stations, agencies, or by calling our service number at: 9200 20590
• Special discounts: Equal opportunities matter. Passengers with special needs receive the same discounts, requiring travel with the accompanied person.
  Additionally, when accessing the bus, we kindly request that you:
  1. Inform our driving staff to open the special door.
  2. Place your wheelchair in the reserved area of the bus.
  3. Apply the wheelchair brake and fasten the seat belt available on the platform. For safety reasons, please do not leave the wheelchair unattended on the platform and occupy a regular seat on the bus, as it could move or tip over.

At Northwest BUS, an inclusive and supportive travel experience for individuals with special needs is our commitment. Meeting your unique requirements and ensuring a safe journey is our priority. For specific needs or questions, our customer support team is here to help.

We anticipate welcoming you aboard and providing a memorable travel experience that addresses your individual needs.

Modification: Changes are free of charge. You will only be charged the price difference between tickets, if applicable.

Cancellation Conditions:

• 48 hours before the scheduled departure, a cancellation fee of 5% will be deducted from the ticket price.
• Within the period of 48 to 24 hours before the scheduled departure, a cancellation fee of 30% will be deducted from the ticket price.
• Between 24 hours and the scheduled departure time, the ticket value is non-refundable.
• If the passenger does not show up after the departure of the trip, the ticket will be canceled, and no refund will be issued.