Loved Ones Link transportation program FAQ

Osborne’s Loved Ones Link transportation program removes financial barriers by providing free bus service from New York City, Albany, Buffalo, Rochester, and Syracuse to over a dozen state prisons. 

Below are answers to commonly asked questions about the program and your upcoming trip. If you have additional questions, email us at LovedOnesLink@osborneny.org
or call (833) 437-3368.

Frequently Asked Questions

Q: Is the bus ride free? 
A: Transportation for eligible participating families is provided free of charge through the program. However, please note that pre-registration and confirmation are mandatory; boarding will be denied without prior approval. 

Q: Is a waiver form necessary to use the Osborne Association’s free bus transportation service? 
A: Please complete the necessary waiver forms. Should you encounter any difficulties, contact the Program Coordinator for assistance. 

Q: If I am delayed in leaving the facility and miss the scheduled bus pickup, will Osborne provide transportation for me to reach my destination?  
A: Participants are strongly advised to follow the scheduled itinerary. Osborne will not provide transportation for individuals who miss the designated bus. In such an event, participants will be responsible for arranging their own return transportation to their destination. 

Q: Where are your pick-up locations?   
A: We offer pick-up locations for NYC departures in Brooklyn and The Bronx.  For upstate departures, we pick up in Buffalo, Syracuse, Albany, and Rochester.  Please note: Pick-up locations are only shared with approved riders for the safety and security of all our passengers. 

Q: Does our visit through Osborne give us priority over other visitors?   
A: Riding the bus does not grant you priority over other visitors at the facility; you must adhere to the same routine. 

Q: What documents do I need to board the bus? 
A: To enter, you must present a valid photo ID along with any necessary approval documentation or program confirmation. For children, a school ID or other identifying documents may also be required. 

Q: Can the pick-up time or location for the bus be modified to better meet my needs?  
A:  To ensure fairness to all visitors, we must adhere to the set schedule for the free transport service. While we understand the desire for extended visits, we are unable to adjust the bus schedule to accommodate individual needs.   If the current schedule does not meet your requirements, we suggest exploring alternative paid services that may offer more flexible scheduling options. 

Q: If I take a cab or an app-based ride-share to the bus pickup location, will Osborne reimburse me?
A: Osborne does not reimburse participants for expenses related to Uber, Lyft, taxis, or similar transportation services.

 

Q: Is it possible to reach out to staff at any hour?  
A: Please restrict contact with staff to designated business hours for general questions. While we recognize that emergencies may occur during overnight trips, please be aware that staff does not work 24-hours. 

Q: How do I cancel or reschedule my trip? 
A: Contact the Program Coordinator immediately regarding cancellations. Whenever possible, please provide at least 48 hours notice so that your spot can be offered to another family. 

Q: How early should I arrive at the pick-up location?  
A: To ensure you don’t miss your bus, we advise passengers to be at the stop at least 15-20 minutes prior to the scheduled departure time. 

Q: Should an emergency occur during a facility visit, whom should I notify?  
A: Contact the Loved Ones Link team to report an issue or concern by calling  (833) 437-3368 or emailing LovedOnesLink@osborneny.org. 

Q: I’m running late. Will the bus wait for me? 
A: Our buses adhere to a strict timetable with fixed stops and cannot wait for late passengers.

Q: Can I get ride updates from the driver during the trip? 
A: No, the sole purpose of the driver is to get you from one place to another safely with minor distractions.   

Q: Is it necessary to complete another intake form for future trips?  
A: After your initial clearance, there is no need to resubmit the intake form. To schedule any future visits, please contact us by email at LovedOneslink@Osborneny.Org. 

Q: Am I permitted to visit my loved one outside of their designated visiting day?  
A: When using our agency for travel, the standard odd/even system or alphabetical order by last name for visits does not apply. We will notify you if this policy changes. 

Q: What happens if I repeatedly schedule visits and then don’t attend?  
A: Two no-call, no-shows will result in removal from all future trip scheduling lists.

Q: May an uncleared visitor ride the bus with me?  
A: Use of our buses is restricted to visitors who have received pre-approval from Osborne staff, a requirement necessary for liability reasons. 

Q: May I leave my child unattended on the bus with the driver while visiting the facility? 
A: Children on the bus must enter the facility with you for the scheduled visit. The bus driver will not supervise children or look after personal belongings during the visit. 

Q: Will there be assigned seating? 
A: Seating on the bus is unassigned and open. While we know the bus’s capacity, you should arrive promptly and early if you want to sit near the friends or family you are traveling with.

Q: What steps should I take if my entry for a visit is denied? 
A: If denied admission, wait for others. Research nearby attractions before your visit to pass the time, but ensure a prompt return to the bus before it departs.  

Q: Can we bring food and beverages onto the motorcoach?? 
A: Passengers can generally bring food and non-alcoholic drinks on motorcoaches, provided they clean up trash and messes. 
 

Q: What amenities are standard on a motorcoach? 
A: Full-sized buses include an on-board bathroom and seatbelts.  

Q: What optional amenities are available? 
A: Coaches offer Wi-Fi, outlets, DVD players, monitors, leather seats, and hardwood floors; amenities vary.   ADA-accessible coaches, accommodating up to two wheelchairs, must be requested at booking with at least 3-4 weeks’ notice. 

Q: Does the bus have Wi-Fi?  
A: Bus Wi-Fi is available, but speeds may be slower than home Wi-Fi due to multiple users. Reliability depends on cell tower signals; expect dead zones along the route. 

Q: How can I determine if I am ready for my scheduled visit with my incarcerated loved one? 
A: Confirm facility visitation is permitted and verify your loved one’s location. Gather all required documents before arrival. 
 

Q: Will Osborne staff be present at the pickup locations to verify attendance and documentation? 
A: Greeters will be at designated pick-up areas for a seamless travel experience. 

Q: I have left something on the bus. What should I do? 
A: Osborne is not liable for any personal belongings left on the bus after a trip. 

Q: How can I provide feedback?  
A: Please share your feedback, positive or negative, via the survey sent after your trip. Your input is valuable. 

Q: Is smoking allowed on the bus? How about vaping?  
A: Federal law prohibits smoking (including cigars, cigarettes, and pipes) on scheduled passenger buses (49 C.F.R. 374.201). All bus companies also forbid “vaping.” Violators of this law or policy will be removed, which may cause significant delays and unexpected costs. 

Q: Can I bring my stroller on the bus?  
A: Foldable strollers are allowed to be stowed in the undercarriage cargo area. 

Q: What items are prohibited to bring on the bus? 
A: Drugs, alcohol, and weapons are strictly prohibited on the bus and in luggage, regardless of state laws. Passengers possessing or consuming these items will be removed. You will also be prohibited from boarding if you appear to be under the influence.  

Q: How do I get to the pick-up location?  
A: Getting to bus stops varies. While NYC has public transit, most other stops require alternatives like ride-sharing, driving and parking, or arranging a ride. 


Q: Can children travel alone on the bus? 
A: All children must be accompanied by a parent, guardian, or authorized adult caregiver. Unaccompanied minors will be denied boarding. 

Q: Are there specific rules for children riding the bus? 
A: Children must remain seated and follow safety instructions. Car seats are optional if compatible with motorcoach seating. 

Q: Can I bring snacks or meals for the ride or for my loved one at the facility?  
A: Outside snacks, food, or drinks are prohibited in the facility. We encourage packing snacks/meals for the ride.  Remember to bring coins or bills for any vending machine purchases you wish to make at the facility. Additionally, some facilities require you to provide your own lock; please be sure to purchase one before your visit if necessary. 

Q: What should I wear when visiting the facility? 
A: Loved Ones Link Dress Code Guidelines:  While specific policies vary by facility, we recommend conservative attire. Please avoid wearing revealing or tight clothing, open-toed shoes, hats, or garments with inappropriate images or language. For precise dress code details, contact the individual facility directly. 

Q: Will there be stops or rest breaks along the way? 
A: For extended journeys, the driver will plan a rest stop roughly midway through the trip. It is essential to adhere to the instructions regarding the return time to the bus to prevent schedule delays. 


Q: Can I bring a service animal on the bus? 
A: Service animals are permitted on all buses. However, please note that emotional support animals are not considered service animals and may not be allowed. 

Q: Are there additional Osborne programs that I am eligible to participate in? 
A: To learn more about the numerous programs Osborne offers and how to participate, please contact the relevant staff member or ask the program coordinator to connect you with them. 

Q: Should I be detained at a facility for contraband or any other matter, who should be contacted?
A: If there are children, first attempt to secure support from a family member or friend. If no other caregivers can be found, please reach out to an Osborne representative for help.