Updated March 20, 2020
At Virgin Trains USA Florida LLC (f/k/a Brightline Trains LLC) ("Brightline" or "we" or "us") our goal is to provide safe, reliable and comfortable travel services for all passengers and guests. Our stations are fully compliant with the Americans with Disabilities Act (ADA) and we believe our trains are the most accessible in the U.S.
When making reservations, please let us know if you are visually or hearing-impaired, if you will be traveling with oxygen and/or if you will be traveling with a wheelchair or service or emotional support animal.
Please know we do not have complimentary wheelchairs available.
We reserve the right to update or revise this policy at any time without prior notice, for which your continued use of this service constitutes acceptance of these revised terms.
Our stations are ADA accessible and are equipped with elevators and escalators to access the lounge and station platforms. If you need assistance, stop by the Guest Services counter upon your arrival and we’ll do our best to assist you.
Service animals (and emotional support animals) may accompany you when traveling with us. Such animals need to be added to your reservation in advance of travel. Service and emotional support animals ride free. View our Terms of Service for details.
If you have a wheelchair, please let us know at booking if you’ll be riding in your chair or in a Brightline seat with your chair stowed. Such information needs to be added to your reservation in advance of travel.
TRAVELING WITH A COMPANION
We do not require that a companion or attendant accompany a passenger with a disability. However, if a passenger anticipates that he or she may need personal care assistance during the trip, such as help with feeding, medicating or toileting, the passenger must travel with an attendant who can provide such help.
Our personnel are not required or permitted to provide personal care assistance to passengers. We request that you take this into account when making your travel plans. If it becomes apparent during a trip that an unaccompanied passenger requires such assistance, the passenger may have to detrain to an earlier station stop prior to his or her final destination.
BOARDING & ALIGHTING
While boarding or alighting (aka exiting the train), passengers in wheelchairs can seamlessly roll on or off the train via the “gap filler,” which is a retractable gap filler that extends to meet the platform when the train is in the station.
Passengers in wheelchairs may travel from train car to train car once on board due with extra wide aisles. Each train coach has an ADA-accessible bathroom.
We are committed to complying with the ADA and will make reasonable modifications to its policies, practices and procedures when requested to do so by individuals with disabilities when such accommodations are necessary to avoid discrimination on the basis of disability. Request for modification will be considered on a case-by-case basis. In determining whether to grant a requested accommodation, we will be guided by the provisions of United States Department of Transportation at 49 CFR Appendix E to Part 37.169.
When making a request, please thoroughly describe what is needed in order for you to use the service, and why this assistance is necessary. Please make your request at least seven (7) days in advance, when possible. We will review your request and make every effort to communicate in advance whether or not the requested modification can be made. Guests should submit requests modification to [email protected]
We welcome all passengers. In compliance with applicable state and federal laws and regulations, including the ADA, we prohibit discrimination on the basis of disability in its programs, services, and activities for the public. Passengers do agree to comply with our Terms of Service.
Brightline is committed to making its website usable by all people, including those with disabilities by meeting or exceeding the requirements of the Web Content Accessibility Guidelines 2.1 Level A/AA (WCAG 2.1 A/AA). We strive to make our site an equal experience for everyone.
We continue to monitor our site and make sure that all content provided is accessible to all visitors. In order to help us in this process, we have engaged The Bureau of Internet Accessibility, an accessibility consulting company, to conduct a full accessibility audit consisting of both automated and manual testing of our website using BoIA’s A11Y® platform which provides us with specific recommendations that will assist us in ensuring that our Web presence is in conformance with the WCAG 2.1 A/AA.
It is important to note that efforts to the website are ongoing as we work to implement the relevant improvements to meet WCAG 2.1 A/AA guidelines over time.
Live 24/7 Accessibility Support
If you are having any issues relating to assistive technology, including screen readers, keyboard access or other issues relating to the accessibility of our website, we want to help you achieve what you came to do. A live agent is standing by, ready to take your toll-free call and help resolve your issue together. Call 844.920.2392 to talk now. If you prefer to provide feedback by email, please write to [email protected] and be sure to specify the webpage so we can look into making that page accessible for you. We greatly value your questions and comments.
Third Party Applications
While you are visiting our site, you will notice that we make use of third-party sites such as Twitter, Instagram, LinkedIn, YouTube, and Facebook to provide information about Brightline. Though individuals may have challenges with access to these particular sites, Brightline does not control or remedy the way content is portrayed.