Terms of Service
CARRIAGE OF PASSENGERS
Updated September 8, 2020
All travel on, and transactions with Brightline Trains Florida LLC (f/k/a Virgin Trains USA Florida LLC) ("Brightline" or "we" or "us" or “ours”) are governed by the laws of the State of Florida, without regard to its principles of conflicts of law. Passengers and guests agree to submit to the exclusive jurisdiction of any Federal District Court located in the Southern District of Florida, Miami, Florida, and waive jurisdictional, venue or inconvenient forum objections to such courts. Each party waives all rights to trial by jury regarding any dispute that results in litigation.
We reserve the right to update or revise this agreement at any time without prior notice, and you agree that we may do so. Your continued use of this service following an update to this agreement signifies your acceptance of its revised terms.
Tickets & Reservations
To purchase a Brightline ticket, you must be at least 13 years old. A ticket is only valid for carriage, also known as transport, for the ticketed reservation date(s) and time(s). If a passenger does not board the train, the passenger forfeits the train reservation. Boarding begins at approx. 10 minutes prior to the train’s departure time. Boarding closes at our turnstiles four (4) minutes prior to departure.
For SELECT train tickets, Brightline station garage parking is complimentary for up to one (1) day, commencing on the day of arrival in the garage, with complimentary validation expiring at 2:59 am the following morning. Thereafter, retail garage rates apply. To redeem this benefit, SELECT must be the departure travel class and ticket must be booked via GoBrightline.com or the Brightline App.
SELECT passengers may access the SELECT lounge only within two (2) hours of their departure(s). SELECT lounge access is not permitted upon arrival(s). The SELECT lounge provides a complimentary experience while in the lounge. Guests should not remove large quantities of food or beverages from the lounge. Excessive consumption of alcohol and/or excessive removal of food and/or beverages from the SELECT lounge may result in fines and/or being denied transport. Only passengers at least 21 years of age, can consume and purchase alcohol. SELECT passengers, like all passengers and guests entering and/or residing on our property, agree to, and are required to, abide by Brightline’s Code of Conduct. Access to a station conference room is on a first-come, first serve basis for SELECT ticket holders and is subject to availability. See our station personnel if interested in booking the room. If not a SELECT passenger, please contact Groups@GoBrightline.com for availability and to reserve a station conference room.
Reservations are required to travel on our trains. Reservations can be made online at GoBrightline.com, via the Brightline App, our in-station kiosks or at the in-station Guest Services counter and as a result, valid tickets will be issued. Resale and/or transfer of a Brightline ticket is prohibited, and any such resale and/or transfer is void. Any such unauthorized resale and/or transfer will result in cancellation of the ticket and/or refusal of entry to the holder hereof without refund.
Tickets are issued for each reservation and are necessary to pass through in-station turnstiles to board the train. Multiple reservations are welcome. If you have an existing reservation, additional reservations for the same day, from the same departure city, are limited to every two (2) hours.
App reservations purchased with Easy Book enabled allows signed in users to skip the checkout process. Choosing a train will automatically charge your chosen card for instant booking. This feature requires a saved credit card in your account and is currently available via Next Train on the Brightline App. By enabling Easy Book, users agree to our Terms of Service. At any time, users can enable or disable Easy Book found within the Brightline App Next Train settings.
Upgrades, when available, can be made 90 mins prior to your departure for refundable tickets or 60 minutes for non-refundable tickets. Upgrades are a flat-rate fee and are non-refundable. Passengers can upgrade to SELECT via today’s ticket available on the Brightline app, and at our in-station kiosks and our Guest Services counters. Upgrading to SELECT includes full access to SELECT amenities, with the exception of complimentary parking and baggage fees.
Code of Conduct
Every guest entering our property is required to abide by our Code of Conduct, agreeing to:
In addition to our Code of Conduct, in order to ensure the quality of travel and the safety and security of its passengers, we may refuse to carry passengers, including but not limited to, those:
Our personnel or other authorized representatives may remove such a passenger from our property as necessary under the circumstances, for any of the above reasons. Passengers and guests who violate the Code of Conduct or any provision of this section are subject to penalties, including fines and criminal penalties, and may be denied transport and/or access to our facilities.
Non-revenue passengers refer to our personnel, their eligible dependents and other exempt personnel or guests of ours who travel by our train free of charge or at a reduced rate, with the exception of any applicable fees. Such passengers require a reservation to board and travel, must follow our Terms of Service and are encouraged to review our personnel travel policy prior to travel.
Every effort will be made to seat non-revenue passengers, but only after all revenue passengers have been assigned seats. Booked non-revenue passengers may need to forfeit travel to accommodate revenue passengers and if applicable will be notified accordingly. Non-revenue passengers are not entitled to service recovery compensation or other amenities related to trip interruptions or schedule changes. Liability limits shall be the same for non-revenue as revenue passengers.
The following items are not permitted on our property, including on board the train, in either carry-on or checked baggage:
Passengers failing to meet the above-mentioned requirements will be denied transportation.
Firearms, ammunition and/or weapons are not permitted on our property to include stations, facilities, garages and trains.
Precaution for Those with Allergies
We are unable to guarantee a peanut-free or allergen-free environment. Guests and passengers with allergies must be able to take all necessary medical precautions including, but not limited to, carrying epinephrine auto-injectors at all times and being knowledgeable on how to self-administer.
FARES & FEES
We offer a variety of train fares. Fares vary based on demand, travel class, date, time, fare and other travel preferences. The advertised fare is the lowest available fare at that time. Unless otherwise advertised, tickets are refundable up to one (1) year from the date of purchase or more than 30 minutes prior to scheduled departure, whichever comes first. Tickets are nontransferable. Alternatively, non-refundable tickets purchased are nonrefundable.
Changes to your reservation may affect the fare and fees may apply when tickets are reissued. In the event that an erroneous fare is inadvertently published for sale and a ticket is issued at the erroneous fare, we reserve the right to cancel the ticket for a full refund, or upon request, reissue the ticket for the correct fare.
Some fares may be discounted with promotional codes or passenger discounts. Promotional and passenger-related discounts cannot be combined. Limit one (1) passenger-related discount per passenger, if and as applicable.
Forms of Payment
We do not accept cash in-station or on board. We do not accept PIN-based debit cards. For the convenience of our passengers, we accept Brightline one-way rides and Brightline credits, as well as credit cards from the following merchants: Visa, Mastercard, American Express and Discover. All charges are in U.S. dollars.
Brightline credits issued or received for use of our service have a specific expiration date, bear no cash value and are nontransferable. Brightline credits are an accepted form of payment for Brightline reservations, Train-to-Port packages and upgrades.
When signed in during booking, Brightline Account Holders can apply available credits and one-way rides to pay for applicable train reservations. We automatically apply active train passes to pay for applicable train reservations for signed in Account Holders
The following carry-on fees will be charged at reservation checkout as applicable. The following checked fees will be charged at the in-station Guest Services counter upon check-in as applicable.
Fees are subject to change without notice and may be waived during limited introductory or promotional periods. Restrictions apply. See policies for details regarding allowances, dimensions, weight and more.
General Baggage Fees
|Travel Class: Smart|
|Travel Class: Select|
*Overweight items are subject to a $20 fee.
View the Baggage Policy for terms and conditions.
Sports Equipment Fees
|Travel Class: Smart|
Limit one (1) of each type
Limit one (1) of each type
|Travel Class: Select|
Limit one (1) of each type
Limit one (1) of each type
View the Sports Equipment Policy for terms and conditions.
|Travel Class: Smart|
Limit one (1)
Limit one (1)
|Travel Class: Select|
Limit one (1)
Limit one (1)
View the Pet Policy for terms and conditions.
Our reservations may be discounted with promotional codes or passenger discounts such as customer/corporate programs, pass products, age and/or affiliation, etc. Promotional codes and passenger-related discounts cannot be combined. Limit one (1) passenger-related discount per passenger, if and as applicable.
Discounts may vary based on eligibility, travel, fare, route and time of purchase. Additional restrictions may apply. Our passenger discounts may be further discounted based on limited-time promotional periods.
Active Duty Military & Law Enforcement Officers (LEOs) – Ride free
Veterans – Save 10%
NARP Members – Save 10%
Seniors (65+) – Save 10%
Children (2–12) – Save 50%
Infants (Under 2) – Ride free
Students & Faculty – Save 30%
CHANGES, CANCELLATIONS & REFUNDS
We will notify the user who made the reservation of any delay or cancellation affecting their reservation. Failure to provide an accurate email address when making train reservations will result in our inability to communicate directly with users regarding delays, cancellations or other schedule changes. We bear no responsibility to notify users who do not provide an accurate email address.
There are no change or cancellation fees on refundable tickets. On non-refundable tickets, there is a 15% change fee on the train fare per one-way train.
Changes may affect the fare and you will be charged any price difference between your original booking and the cost of your new booking. Please note that if the fare on the new train is lower, no refund is due on non-refundable tickets. Any ticket can be changed prior to scanning through the station turnstile or train departure, whichever comes first.
Non-refundable SMART and SELECT tickets are nonrefundable.
Refundable SMART tickets canceled more than 30 minutes prior to their scheduled train departure are fully refundable. Refundable SELECT tickets canceled more than 30 minutes prior to their scheduled train departure are fully refundable, only if the ticket was not used to enter the SELECT lounge. Eligible refunds will be issued to the original form(s) of payment. A refund fee may apply if stated at time of purchase. Cancellations made within 30 minutes of scheduled departure will cancel the entire reservation and are non-refundable. In this instance, the passenger may change the ticket or forfeit the value of the ticket.
Reservations canceled by Brightline will be automatically rebooked on the next available train(s), when available, at no charge and Brightline credits will be issued to the ticket holder for future use. If the ticket was purchased while signed into a Brightline Account, credits will automatically appear within the account within one (1) business day. If the ticket was purchased not signed into a Brightline Account, we’ll email credit voucher codes to the email address provided during booking. The email will come from GuestServices@GoBrightline.com—please check your junk mail.
If you believe you’re eligible for credits not received, please contact us at GuestServices@GoBrightline.com with the following information to request a credit: Name(s) on ticket(s), date of reservation and ticket #.
Credits issued vary based on the severity of the delay due to cancellation and expire within 90 days of issuance. Upgrade fees are non-refundable.
Up to two (2) carry-on items per passenger are allowed on board our trains, subject to space availability. Each item must not exceed 40 lbs. (18 kg) in weight and 28" x 22" x 14" (71 x 56 x 35 cm) in exterior dimensions. Items must fit comfortably within the overhead luggage area, under the seat or in the luggage tower available in each train coach. Items may not be stored in empty seats, aisles, vestibules or other areas where they present a safety hazard or cause annoyance to other passengers. We will determine in its sole discretion which items may impact the safety, well-being or comfort of other passengers and reserves the right to move or deny the storage of any item.
Additional small personal items needed for the duration of the trip may be carried on the train and will not count toward the carry-on allowance. Such items include but are not limited to:
The following items are also not counted against the per-passenger limit:
Excess baggage or baggage exceeding the weight and dimension limits will be handled as checked items and may be subject to a fee. Please refer to fee schedule.
Strollers, Car Seats & Booster Seats
Strollers, car seats and booster seats may be carried on board and will not count towards the passenger’s carry-on allowance. While on board, strollers must be stowed in the luggage tower. In the absence of storage space, strollers may be required to be checked at the platform at no charge.
Musical instruments may be carried on board as part of a passenger’s carry-on allowance and may not exceed 64" in height. We disclaim liability for instruments traveling as checked items.
Required medical devices may accompany a passenger without fee and will not count toward the passenger’s carry-on allowance. Specifically, oxygen equipment transport is only permitted for passengers with a medical necessity and under the following conditions:
The first (1st) checked bag for all passengers is complimentary. Fees may apply for additional checked items, based on travel class—see fee schedule. Checked baggage is subject to space availability.
Items may not exceed 50 lbs. (22 kg) and 33" x 22" x 15" (84 x 56 x 38 cm) in exterior dimensions. Overweight luggage is defined as luggage between 51–70 lbs. No luggage in excess of 70 lbs. (31 kg) will be accepted. View fee schedule for overweight fees. One (1) wheelchair per ticketed passenger can be checked at Guest Services at no charge. Advance notice required; be sure to add to your reservation passenger details. Passengers may also choose to ride in their wheelchair.
Baggage must be checked at the in-station Guest Services counter 10 minutes prior to the passenger’s train departure time. For those traveling on a Train-to-Port Package, baggage must be checked at least 30 minutes prior to departure. No baggage will be accepted any earlier than four (4) hours prior to departure. Baggage cut-off times are implemented to ensure baggage arrives on time to its destination. Passengers must present their items to our Guest Services team for check-in no later than the stated cut-off times.
Passengers with checked items will be issued a baggage claim ticket. Baggage will be tagged with the corresponding passenger information and destination for easy retrieval at your arrival station. Be sure to personally carry-on any important documentation (passports, Visas, I.D.), valuables, medications and items which require special handling.
We reserve the right to refuse items whose size, weight or character makes it unsuitable for transportation on the train. Checked baggage will be accepted for transportation only on trains in which a passenger is traveling. All baggage (checked and carried-on) is subject to inspection by our qualified security officers.
Missing, Lost or Delayed Items
Items missing from checked baggage must be reported to us within 24 hours of the receipt of the bag. Please visit Ileftmystuff.com to report an item lost on board or in one of our stations within 24 hours, although we recommend that all passengers endeavor to report the lost/delayed bag or item within one (1) hour of the passenger’s arrival at their destination. Enter the Brightline client identification number, 12342, and complete the form to file your report. If your item is found, you will receive an email with details on how to retrieve your item. Reports are kept on file for 90 days.
Our liability for loss of checked baggage or lost items within the checked baggage is limited to the actual value of the item or $500, whichever is less. Passengers experiencing a delay of checked baggage longer than eight (8) hours may be reimbursed for immediate necessity items such as clothing, toiletries and medicine, in an amount up to $100 per day for a maximum of five (5) days.
Failure to report delayed or damaged baggage or missing contents within the prescribed time limit of 24 hours releases us from liability. All baggage not retrieved by passengers will be disposed of in accordance with Florida state law.
Each passenger is limited to one (1) of each type of sports equipment, regardless of choice in stowage (carry-on or checked). Availability is on a first-come, first-serve basis at the time of booking. Some equipment items can only be checked. Subject to availability.
To bring sports equipment, including bikes and golf clubs, be sure to add the appropriate item to your reservation details and choose whether you’ll carry-on or check the item. Carry-on items are to be stowed in the coach luggage tower. Fees may apply—see fee schedule.
Motorcycles and motor scooters are not accepted for transport.
ANIMALS IN STATION & ON BOARD
Dogs and cats are welcome and must be leashed or crated at all times when in or around our stations—a pet relief area is available outside our West Palm Beach and Fort Lauderdale stations.
Dogs and cats are the only pets that are permitted to travel on our trains. Passengers must provide advance notice that they will be traveling with a dog or cat. Be sure to add the appropriate animal to your reservation passenger details and choose whether you’ll carry-on or check your pet. Failure to add your dog and cat to your reservation may result in refusal to allow your pet on the train. Availability is limited and based on a first come, first served basis at the time of booking. Fees may apply—see fee schedule. Our personnel may inquire as to whether the pet has been added to the reservation passenger details and may request to review a “fit to travel” certificate issued by a registered veterinarian or proof of the animal's current vaccines.
Passengers checking pets are advised to plan extra time in their travel schedule. Please check pets in at the in-station Guest Services counter with pet secured in the pet carrier.
Each passenger is responsible for the care and supervision of the pet they are traveling with. If the pet is disruptive or uncontrollable, we may require passengers to remove the pet and place it in the checked baggage hold.
Please know that we do not have carry-on pet carriers available.
As a courtesy to our passengers traveling with checked pets, we offer two (2) carriers on a first come, first served basis at Guest Services—a large-sized carrier measuring 32" x 22.5" x 24" and a medium-sized carrier measuring 28" x 20.5" x 21.5". All checked pets must travel in a carrier even if one is not available for their use at the station.
Service & Emotional Support Animals
We accept service animals accompanying persons with disabilities at no charge. We require advanced notice if you will be travelling with a service animal. Passengers traveling with service animals are required to add the service animal to their reservation passenger details. A service animal must sit under the passenger’s seat, at his or her feet, or on the passenger’s lap. For safety reasons, service animals are not permitted to sit in the aisle or in an empty seat. The service animal may not obstruct an aisle or other area used for emergency evacuations. In the event the service animal is too large to sit under the seat, at the passenger's feet, or on the passenger's lap, it is recommended that the animal be checked without charge, and the policy regarding checked pets be followed. Should the presence of the service animal be required by a passenger for the equal use and enjoyment of any of our facilities, accommodations will be made for the service animal to remain by its owner.
Our personnel may inquire as to whether the service animal has been added to the reservation.
If the service animal is disruptive or uncontrollable, we may require the passenger to remove the animal and place it in the checked baggage hold. The passenger must keep his or her service animal leashed, harnessed or tethered while on the train or on our property, unless these devices interfere with the service animal’s work or the person’s disability prevents use of these devices. In that case, the person must use voice, signal or other effective means to maintain control of the service animal.
The service animal’s handler is responsible for caring for and supervising the service animal, including toileting and feeding. Unless absolutely necessary, we request that passengers traveling with service animals refrain from feeding their animal on the train. We offer pet relief areas at the Fort Lauderdale and West Palm Beach stations. Please confirm with our personnel whether there is sufficient time at a stop to walk your animal.
Emotional Support Animals
Definition: A comfort or emotional support animal is a dog or cat that is NOT trained to perform a specific task, but which is said to provide emotional support or to relieve stress or anxiety simply by its presence, for example, by a passenger holding or stroking the animal.
Comfort animals and Emotional Support animals are NOT considered service animals. We only permit dogs and cats as comfort or emotional support animals. No other animal is allowed on board a train as a comfort or emotional support animal. Passengers may travel with a comfort or emotional support animal without a carrier, provided the guest provides supporting documentation that the dog or cat provides emotional support. Advance notice is required. Be sure to add the appropriate animal to your reservation passenger details. Our personnel may inquire whether the animal has been added to a guest's reservation and to review the supporting documentation including but not limited to, a “fit to travel” certificate issued by a registered veterinarian or proof of the animal's current vaccines.
Comfort and emotional support animals may accompany a passenger on board if they can be accommodated without obstructing an aisle or other area used for emergency evacuations. The animal must sit under the passenger's seat, at his or her feet, or on the passenger's laps. In the event the comfort or emotional support animal is too large, the animal must be checked (without charge) and the policy regarding checked pets will be followed.
The passenger must keep his or her comfort or emotional support animal leashed, harnessed or tethered while on the train or on our property, unless these devices interfere with the animal’s ability to provide emotional support. In that case, the person must use voice, signal or other effective means to maintain control of the animal. If the animal is disruptive or uncontrollable, we may require the passenger to remove the animal and place it in the checked baggage hold. The guest is responsible for caring for and supervising the comfort or emotional support animal, including toileting and feeding. Unless absolutely necessary, we request that passengers travelling with comfort or emotional support animals refrain from feeding their animal on the train. We offer pet relief areas at the Fort Lauderdale and West Palm Beach stations. Please confirm with our personnel whether there is sufficient time at a stop to walk your animal.
Minors under 13 years old may not travel unaccompanied. They must travel with another passenger who is at least 18 years old. Children age 13 and above may ride alone, but we strongly suggest that they carry identification showing their name, address, home phone number and the name and phone number of the person who will be meeting them. Only children under 12 and under are eligible to receive a Children's fare discount.
Owner: 3MC Parking LLC
Parking Operator: Lanier Parking
Address: 161 NW 6th Street, Miami, Florida 33136
Fort Lauderdale Station
Owner: DTS FLL Parking LLC
Parking Operator: Lanier Parking
Address: 101 NW 2nd Ave, Fort Lauderdale, FL 33311
West Palm Beach Station
Owner: WPB Rosemary LLC
Parking Operator: Lanier Parking
Address: 511 Evernia Street, West Palm Beach, FL 33401
Rules & Regulations
Registration of Vehicles, Assigned Parking or Reserved Parking
Vehicles used by our employees, vendors and visitors and others who park at non-metered locations must be registered with us prior to entering the Garage and using our marked parking spaces. Registration can be completed through our HR department or through designated administrative staff charged with registering visitor and vendor vehicles for individual departments.
Failure to abide by any of the provisions of these Parking Garage Rules and Regulations shall be considered a parking infraction. The Parking Operator or Parking Owner may penalize such parking infractions through use of warnings, citations and fines, vehicle immobilization (Booting), towing and any other means authorized by applicable law.
Parking for special events shall be coordinated with Parking Operator. For more information on special event parking please contact Ben Machado at firstname.lastname@example.org.
Seating is assigned on all of our trains. The automatic assignment of seats is made without regard to race, color, gender, creed or national origin. If you want to edit your seat, passengers are welcome to do so during the booking process and after tickets have been issued. Editing seating is no longer available after the passenger scans through the turnstiles. Editing seats is subject to availability and free of charge.
We offer large, hand-stitched leather seats that recline for your comfort alongside full windows on our trains. Passengers have the option of sitting two (2) together or four (4) together at a table in SMART. SELECT also offers the option of sitting two (2) together or in individual seats. Passengers can ride forward facing or backward facing. Passengers also have the choice of riding in their wheelchair—advance notice required; be sure to add to your reservation details.
We will monitor seating of passengers to ensure compliance with the following policies:
GROUP TRAVEL RESTRICTIONS
A group is defined by us as a party size of 16 or more passengers traveling together. Groups are eligible to receive at least 20% off SMART train fares. Discounts vary based on demand, travel class, date, time and other travel preferences. Group travel is available in our SMART or SELECT travel classes. For a group reservation or to generate a real-time quote, complete this form or contact Groups@GoBrightline.com. Additional group restrictions are as follows:
FORCE MAJEURE EVENT
We may, in the event of a force majeure event, without notice, cancel, terminate, divert, postpone, delay any train or the right of carriage without liability. Without prejudice to any of its rights, we reserve the right, in the case of a force majeure event, at its sole discretion and without the legal obligation, to issue a refund or a credit for future travel to a ticketed passenger. The refund will be made to the original form(s) of payment in accordance with refund rules for any unused portion of the ticket.
Force Majeure Event means:
DISCLAIMER OF LIABILITY
Our fares, train schedules, equipment, routing, services and information (hereinafter “our services”) are not guaranteed and are provided “as is” without any warranties of any kind, either express or implied, and we disclaim all warranties, express or implied.
We further specifically disclaim liability for any inconvenience, expense, or damages, incidental, canceled or punitive, lost profits, loss business or otherwise, resulting from errors in its timetable, shortages of equipment, or due to canceled or delayed trains.
We also disclaim any liability for the products and/or services of our advertisers, business partners, sponsors, suppliers, licensors, vendors, agents or other third-party information posted on our website and via other forms of communication to the extent permissible under the law. We shall only be responsible for the rail transportation services, and products and services that it directly provides. We make no representations that any third-party information is without errors or omissions and encourages users to contact third-party providers for up-to-date information. Google Play and the Google Play logo are trademarks of Google LLC. Apple and the Apple logo are trademarks of Apple Inc. registered in the U.S. and other countries and regions. App Store is a service mark of Apple Inc.