C&J Refund and Travel Credit Policy
Who Handles Refunds?
Jack handles all refund processing. Customers can submit refund requests in any of the following ways:
- Online through the C&J Refund Form.
- With assistance from a terminal agent.
- By contacting Customer Care directly.
Refund and Travel Credit Eligibility
The same policy applies to tickets for Logan Airport, South Station, and New York.
| Timing | Refund to Original Payment Method | C&J Travel Credit |
|---|---|---|
| 24 or more hours before departure | Eligible, minus a $5 processing fee per traveler. Processed within 5 to 10 business days. | 100% of ticket value, with no fees. Available immediately upon cancellation and valid for one year from the original travel date. |
| Less than 24 hours before departure | Not eligible. | 100% of ticket value, with no fees. Valid for one year from the original travel date. |
| After scheduled departure | Not eligible. | Not eligible. |
Important Exception: Commuter Passes
Commuter passes are not affected by this policy change. They remain nonrefundable and nontransferable under the existing policy.
How C&J Travel Credit Works
Travel credit allows customers to retain the full value of their eligible canceled ticket without processing fees. Credit is not restricted to the original trip or destination.
For example, a customer who cancels a Logan Airport reservation may use their credit toward a future trip to South Station, New York, or another available C&J service.
When explaining travel credit, emphasize the flexibility it offers. Customers may be able to use their credit for future airport travel, a day trip to Boston, or a visit to New York.
Tips for Discussing the Policy with Customers
- Explain the available options clearly. Confirm the scheduled departure time and explain whether the customer qualifies for a refund or travel credit.
- Highlight the full value of travel credit. Eligible cancellations can retain 100% of the ticket value as credit, without fees.
- Explain the flexibility. Travel credit can be used across available C&J services, not just for the original destination.
- Keep the conversation solution-focused. Help customers understand the options still available rather than focusing only on refund restrictions.
- Do not promise a refund or credit outside the policy. If a situation is unclear, ask the appropriate team for guidance.