LAX FlyAway® Bus - Frequently Asked Questions (FAQs)

What is the Schedule for the Union Station - LAX route?
Visit the Union Station bus terminal page to see the schedule and location information.

What is the Schedule for the Van Nuys terminal - LAX route?
Visit the Van Nuys bus terminal page to see the schedule and location information.

Does the FlyAway service operate on holidays?
The FlyAway bus service is available 365 days a year, including holidays.

How can I purchase a ticket?
FlyAway® offers multiple convenient ways to purchase a ticket: Mobile ticket and Web Ticket to print. Please refer to the Fares & Tickets page to purchase a ticket and read the General Terms of Use.

You may also purchase a one-way ticket in-bus using a Visa/Mastercard contactless credit or debit card, or Apple Pay and Google Pay. Cash and non-contactless cards are not accepted on the bus.

What methods of payments are accepted?
Web and Mobile tickets may be purchased online with a Visa, Mastercard, Discover and debit card, or with Apple Pay. Metro TAP Pass Holders can pay at each station’s TAP reader.

You may also purchase a one-way ticket in-bus using a Visa/Mastercard contactless credit or debit card, or Apple Pay and Google Pay. Cash and non-contactless cards are not accepted on the bus.

Is there an option to purchase a ticket with cash?
You may only purchase tickets with cash at a Metrolink ticket vending machine at Union Station if you are traveling to LAX. There are no other cash purchase options. If you are asked to pay cash, please report the incident to FlyAwayComments@lawa.org

May I board the bus without a ticket?
Customers are required to show or to purchase a ticket when boarding a FlyAway bus.

For mobile tickets, when the bus arrives, activate your mobile ticket, then present it to the driver and scan it on the in-bus validator. Alternatively, you may scan your printed ticket, employee pass, or show the driver any other valid ticket for verification.

You may also purchase a one-way ticket in-bus using a Visa/Mastercard contactless credit or debit card, or Apple Pay and Google Pay. Cash and non-contactless cards are not accepted on the bus.

What are the ticket restrictions?
Tickets are valid for 30 days from the date of purchase and are valid for any time of day. One-way tickets can be used for any direction of your trip. Mobile app tickets are non-transferable. Web Ticket and printed tickets may be used by someone other than the purchaser. Online tickets do not need to be printed to board the bus. You can scan your valid ticket via the in-bus validator.

Please refer to the General Terms of Use on the Fares & Tickets page to see all the restrictions that apply.

May I get a refund?
All sales are final. No refunds or extensions will be provided. Make sure to plan your purchase of the FlyAway ticket accordingly. If you feel that you were charged multiple times, please email us at la@bus.com We will look into this further. Please note that we cannot always guarantee a refund.

Can I transfer a ticket to another person?
Mobile tickets are non-transferable to other devices; however, one device can be presented at boarding for groups traveling together if that device was used to purchase multiple tickets. Printable tickets are transferable and available to download on the My Ticket Receipts page at any time at https://flyawaybus.justride.tickets. Printable tickets are valid one time only and sales are final.

Are there any fare discounts available?
FlyAway riders may receive a discount if you are a holder of a Metrolink Monthly Pass or Metro EZ pass. At this time, there are no group/family rates or senior discounts, however, two children under the age of five can ride free with each paying adult. LAX employees do not receive a discount, but have the option to purchase an employee monthly pass. Please visit our Fares & Tickets page for more information on employee passes and other public transit agency users.

How do I get a receipt?
Guests can contact our Customer service team at 1-866-iflylax / 323-310-5292 or email flyawaycustomerservice@lawa.org and a receipt can be emailed to the guests.

I accidentally tapped more than once who can I call?
24-Hour FlyAway® Customer Service Telephone Numbers: 1-866-iFlyLAX (1-866-435-9529) or 1 (323) 310-5292.

How do I know if my card or device can make contactless payments?
If your Visa or Mastercard has the contactless indicator you’re ready to tap and pay.

Is tapping to pay secure?
Yes. The contactless card carries the same trusted security as a contact chip card.

I have multiple people in my group. Can I use tap to pay with the same card?
Yes. The cardholder will tap once at the on-board validator for each member of the group. Each tap will result in a single-ride fare paid. There is no limit to the amount of taps, but we recommend waiting a few seconds in between taps.

To purchase a Mobile ticket, please download the FlyAway Bus Ticket App available for Android and iOS. For instructions, please refer to this “How-to” quick guide document.

What types of tickets can I purchase via Mobile Ticketing?
Passengers may purchase one way or round-trip tickets.

How and when should I activate my Mobile Ticket?
You should only activate your ticket when boarding a FlyAway bus. Please have the mobile ticket activated and ready to show to the FlyAway staff when boarding a vehicle. Do not activate prior to the arrival of your bus, as tickets are only active for 3 hours (180 minutes) before expiring. Your purchased tickets can be found on the main screen on the mobile ticketing application.

Do I need to activate my tickets each time I travel?
One-Way tickets must be activated for each trip taken. If it is a monthly pass, the ticket will stay active during the entire period.

Do mobile tickets expire?
Yes. Mobile tickets expire 30 days from the purchase date.

How does the FlyAway Driver confirm if my ticket is valid?
FlyAway tickets must be scanned via the in-bus validator at the time of boarding.

Do I need to set up an account to be able to use mobile tickets?
An account is only mandatory to purchase a printed ticket. However, creating an account on the mobile app will offer you additional features and convenience, including storing your payment method for faster future purchases or transferring your tickets to a new phone.

How can I access my web tickets after logging out?
To access your web tickets, please click here and log in to your account. Your purchased tickets can be found in your account on the “My Ticket Receipts” page.

Will my mobile ticket still work if I lose cell phone service while trying to use my ticket?
Mobile tickets do not need cell phone or Wi-Fi services to be displayed for accessing a FlyAway vehicle. You do need connectivity, however, to purchase a ticket which must be done prior to boarding. If you lose cell phone service after activating and boarding the vehicle you will be able to activate and display the ticket from the ticket wallet.

What happens if my smartphone becomes inoperable (e.g., out of battery) prior to being able to show my mobile ticket?
You are held responsible for having a mobile phone in good working order and usable prior to boarding. If your mobile phone is inoperable, it is expected that you would use some other payment method for the journey.

If I am traveling with friends and family, can I activate more than one ticket on my phone?
Yes. For group travel please purchase the necessary number of tickets. Then scan each ticket via the in-bus validator at the time of boarding.

What happens if I lose my mobile device or buy a new device?
If you lose or purchase a new device you can transfer any valid, unused tickets to a new device. To transfer your unused tickets and account to a new device, download the mobile ticketing app on your new device and log in. You will be prompted to confirm you wish to transfer your account to this new device. Please note, accounts can only be transferred between devices three times within six months.

Are receipts available for mobile ticketing purchases?
Receipts are available through email for all mobile tickets. You can also email old receipt copies through your Ticket History section in the mobile app.

Can I get a refund for unused tickets?
There is a no-refund policy for the FlyAway service. Please review the service maps and schedules prior to purchasing your ticket. Please refer to the Fares & Tickets page to purchase a ticket and read the General Terms of Use.

Are there any fees for using mobile ticketing?
No, the mobile ticketing app is free to download. You may incur data usage fees via your mobile service provider for use of the application. FlyAway is not responsible for any mobile carrier data charges that a customer incurs as a result of purchasing or using the mobile ticketing application.

Is the Mobile ticketing application available on all devices?
The mobile ticketing application is available on the majority of iOS or Android devices installed with recent (2 years or less) operating systems. Older versions of software may not be supported.

Will the application store my credit card details?
You have an option to store your credit card details for future transactions.

What security protections are in place to protect my personal information?
The Mobile Ticketing platform is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payment communications are fully encrypted via SSL, and any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.

To purchase a Web ticket, please click here. For instructions, please refer to this “How-to” quick guide document.

What types of tickets can I purchase via Web Ticketing?
Passengers may purchase single or multiple trip tickets and print them at home.

How should I use my Printed Ticket?
Please have your web ticket printed or available on your phone and ready to scan on the in-bus ticket validator. Your purchased tickets can be found on the “My Ticket Receipts” page.

Do web tickets expire?
Yes. Web tickets expire 30 days from the purchase date.

How does FlyAway staff know that I have a valid ticket?
Web tickets need to be validated on the in-bus ticket validator by scanning the QR code. In addition, a visual inspection can be asked via checking your email receipt.

Do I need to set up an account to be able to use mobile tickets?
An account is mandatory to purchase a printed ticket. You will also be able to store your payment method for faster future purchases, as well as download and print a ticket later if you don’t need to use it immediately.

If I am traveling with friends and family, can I purchase and print more than one ticket?
Yes. For group travel, please purchase the necessary number of tickets. You may present multiple tickets one at a time to the FlyAway staff.

Are receipts available for web ticketing purchases?
Receipts are available through email for all web tickets. Your purchased tickets can also be found on the “My Ticket Receipts” page.

Can I get a refund for unused tickets?
There is a no-refund policy for the FlyAway service. Please review the service maps and schedules prior to purchasing your ticket. Please refer to the Fares & Tickets page to purchase a ticket and read the General Terms of Use.

Are there any fees for using web ticketing?
No, the web ticketing option is free to use. FlyAway is not responsible for any mobile carrier data charges that a customer incurs as a result of purchasing or using the web ticketing application.

Is the web ticketing application available on all devices?
The web ticketing application is available on all devices using a recent web browser (e.g. Chrome, Safari, Firefox, Edge, etc.)

Will the application store my credit card details?
You have an option to store your credit card details for future transactions.

What security protections are in place to protect my personal information?
The Web Ticketing platform is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payment communications are fully encrypted via SSL, and any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.

To purchase a Mobile ticket, please download the FlyAway Bus Ticket App available for Android and iOS. For instructions, please refer to this “How-to” quick guide document.

To purchase a Web ticket, please click here. For instructions, please refer to this “How-to” quick guide document.

How long is the travel time to and from LAX?
The FlyAway is a form of public transportation and cannot guarantee estimated travel time to and from LAX. Traffic in and around the Los Angeles area is unpredictable and varies day to day. For the most accurate travel time, we suggest checking navigation sites on the day and time of your travel to determine if there are any delays.
Van Nuys estimated travel time for one way: 40 to 80 minutes.
Union Station estimated travel time for one way: 30 to 60 minutes.

When does the bus boarding close?
Bus boarding closes 2 minutes before departure. At Van Nuys Terminal, preboarding at “Departure doors” closes 5 minutes before departure. Please arrive at least 10 minutes before the scheduled departure time.

What is the address for the FlyAway Van Nuys Terminal?
The FlyAway bus terminal is located at 7610 Woodley Ave, Van Nuys, CA 91406, United States

What is the address for the FlyAway Union Station Terminal?
The FlyAway bus terminal is located at Patsaouras Bus Plaza Los Angeles, CA 90012, United States

Which LAX terminal should I get off at?
To find all airlines by terminal, please review the LAX terminal map.

Where are the FlyAway pickup locations at LAX?
At LAX, passengers board the FlyAway buses on the Lower/Arrivals Level in front of each terminal at the blue FlyAway sign. Please review the LAX Ground Transportation Waiting Area Map.

Where can I park at Union Station Bus Terminal?
Parking is available in the Union Station East structure on Vignes Street under the bus plaza at a daily rate of $8, with a 30-day limit (as of 08/26/21). The Union Station East parking entrance address is 801 N Vignes St, Los Angeles, CA 90012, USA
For more information, please visit Union Station’s parking website or call (213) 620-0115.

Where can I park at Van Nuys Bus Terminal?
Parking is available at the FlyAway Bus Terminal in a covered parking structure on Woodley Avenue and regularly patrolled by security officers. The daily rate is $6, with a 30-day limit. Parking may be limited during peak travel periods. Van Nuys FlyAway parking may be pre-booked at https://parking.flylax.com. The Van Nuys FlyAway Parking Facility can be reached at (818) 997-4427.
The Van Nuys FlyAway Bus Terminal is located at 7610 Woodley Avenue in Van Nuys.

Where do I drop-off/pick up a passenger at Union Station Bus Terminal?
Passengers entering the Metro parking structure from Vignes Street should turn right on Level P-1 and enter the passenger pick up and drop off area on the right. A specific Drop-Off/Pick Up entrance area is located near 859 N Vignes St, Los Angeles, CA 90012, USA

Where do I drop-off/pick up a passenger at Van Nuys Bus Terminal?
Motorists may drop off or pick up passengers at the FlyAway Bus Terminal entrance on Woodley Avenue.

If you need assistance with boarding, please book here or call us ahead of time at 1-866-435-9529/323-310-5292.

Guests with disabilities can board the FlyAway on our wheelchair accessible buses. Trained service animals are allowed aboard all FlyAway buses. Service animals should sit in the floor space in front of the customer’s seat and must not protrude in the aisle to comply with safety regulations.

Handicap parking is available on the ground floor of each parking lot.

If you have lost an item while traveling with the FlyAway, please contact 1(866) iFlyLAX or 1(866) 435-9529 for the quickest response.

Additional resources for locating lost and found items:

•  If you have lost your item at LAX Airport, Airport Police manages all lost items at LAX. General information about Lost & Found can be found here. To search the LAX Lost & Found catalog, click here.
•  Guests may also submit an inquiry to FlyAwayComments@lawa.org.

General Baggage Information
The FlyAway allows three stored bags and/or either types of containers meeting weight and size limitations and one carry-on item per ticketed passenger. Passenger name identification must be placed on the outside of all baggage. The owner’s name and complete permanent address should be contained inside each piece of luggage. Los Angeles World Airports assumes no liability for articles that are carried on board or for lost, stolen, or damaged luggage and personal articles.

Limitations
No single piece of luggage will be accepted if it’s combined length, width, and height exceeds 62 inches. Small items such as cosmetic bags, briefcases, etc. should be carried aboard the bus with you. No single piece of luggage or property weighing in excess of fifty (50) pounds will be accepted for transportation in baggage service.

Unique Luggage
FlyAway accepts unique pieces of luggage on our service. Rules & Guidelines for these unique pieces are detailed below.

•  Sport items such as golf clubs, tennis rackets, snow or water skis, surfboards, or bicycles will be accepted in fully enclosed containers no more than 92 inches in length.
•  Musical instruments will be accepted when enclosed in substantially rigid containers to withstand handling in regular baggage service.
•  Guns or Firearms (Unloaded) will be accepted only when enclosed in wood, leather, or other substantially rigid cases.
•  Wheelchairs must meet general weight limit and fit in the baggage compartment with the user’s understanding that it might not be carried in an upright position. Non-spillable batteries meeting FAA Title 49 accepted. Non-ambulatory passengers can be boarded on wheelchair-lift equipped buses.

Prohibited Articles & Receptacles in Baggage Service
Acids, articles of extraordinary value, baby carriages, cameras, electronic equipment (computers, stereos, radios, television sets, tape recorders, etc.), chinaware, cylinder containing compressed gas explosives, fragile articles, furniture, loaded guns or other Firearms, inflammable material or liquids, and freight-type articles are prohibited from being placed in FlyAway baggage service. (Operator reserves the right to determine what constitutes “freight”).

Each FlyAway bus is equipped with free Wi-Fi and reclining seats for a comfortable trip. Please ask your driver for instructions to connect to the Wi-Fi. Please note, there are no restrooms on the bus.

Children
Guests of all ages are welcome on the FlyAway. Children ages five and under may ride free of charge. Each bus is equipped with seatbelts for use. Car seats are not required, and parents can choose to hold babies on their laps and stow the car seat or opt to have the baby ride in the car seat on the bus.

Pets

FlyAway encourages travel with your furry friends. Animals are allowed aboard the bus. Trained service animals are allowed to accompany qualified customers with disabilities on the bus. A service animal shouldn’t sit in the floor space in front of the customer’s seat, but cannot protrude in the aisles to comply with safety regulations. Non-service animals are required to be in a suitable carrier and must fit completely under the seat in front of the customer and remain there at all times.

Food and non-alcoholic closed container drinks are permitted. Upon departing the FlyAway, please bring any drink containers and/or food wrappings with you and dispose in the trash receptacle.

Possession of firearms is strictly prohibited on the FlyAway Bus Service. For the safety of all passengers, FlyAway staff are instructed to contact Airport Police to respond to any passenger in possession of an open-carry firearm. For more information, please visit: https://www.tsa.gov/travel/transporting-firearms-and-ammunition

24-Hour FlyAway® Customer Service Telephone Numbers for Union Station and Van Nuys:

1-866-iFlyLAX (1-866-435-9529) or 1 (323) 310-5292

Click HERE for FlyAway® Comments Form.

The FlyAway was established in 1975, with the first site at our Van Nuys location. Since the inception, there have been nine locations that have operated among the years.

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