Lost Luggage & Reimbursement Policy
(USDOT / FMCSA Compliant)
1. Purpose
This policy establishes procedures for handling lost or damaged luggage for passengers traveling with Fronteras Del Norte, in accordance with USDOT / FMCSA passenger carrier regulations (49 CFR §374.307). Fronteras Del Norte will make reasonable and immediate efforts to locate and return lost luggage.
2. Passenger Luggage Responsibility
Passengers are responsible for properly labeling all luggage with:
- Full Name
- Phone Number
- Destination
Passengers are strongly encouraged to keep valuables with them at all times including:
- Cash
- Jewelry
- Medications
- Electronics
- Important Documents
- Travel Tickets
Fronteras Del Norte is not responsible for valuables placed in checked luggage.
3. Carry-On vs Checked Luggage
Carry-On Items:
Passengers are responsible for personal bags inside the bus and electronics.
Fronteras Del Norte is not responsible for items left on the bus or terminals.
Checked Luggage:
Fronteras Del Norte will exercise reasonable care and assist with recovery if lost.
4. Lost Luggage Reporting Procedure
Passengers must report lost luggage immediately or within 24 hours.
Passengers must provide travel date, location, description, and contact information.
Fronteras Del Norte will begin investigation immediately.
5. Recovery Procedure
If luggage is found, Fronteras Del Norte will notify passenger and arrange return or shipping.
6. Reimbursement Policy
Reimbursement may include clothing and basic necessities.
Does not include cash, jewelry, electronics, medications, or documents.
7. Liability Limits
Fronteras Del Norte liability for lost luggage is limited to $125 per passenger.
No additional compensation beyond this amount unless required by law.
8. Claim Requirements
Passengers must submit claim within 7 days and provide receipts when available.
Fronteras Del Norte will respond within 10-15 business days.
9. Fronteras Del Norte Not Responsible For
- Unattended luggage
- Passenger mix-ups
- Improper labeling
- Theft by third parties
- Items left behind
- Valuables placed in checked luggage
10. Lost & Found Contact
Fronteras Del Norte
Phone: ____________________
Email: ____________________
Office Hours: ____________________
11. Passenger Acknowledgement
By traveling with Fronteras Del Norte, passengers agree to this policy.
Fronteras Del Norte
Ticket Cancellation & Reimbursement Policy
(USDOT / FMCSA Compliant)
1. General Policy
Fronteras Del Norte is committed to providing fair and transparent ticket cancellation and reimbursement policies in accordance with U.S. Department of Transportation (USDOT) and Federal Motor Carrier Safety Administration (FMCSA) consumer protection guidance. Passengers may be eligible for cancellation, credit, or reimbursement depending on the circumstances described below.
2. Passenger‑Requested Cancellations
2.1 Cancellation More Than 24 Hours Before Departure
Passengers who cancel their reservation 24 hours or more before departure are eligible for a full credit toward future travel or refund minus applicable service fees. Refunds will be processed within 7–10 business days for credit cards and 10–20 business days for cash or other payments.
2.2 Cancellation Less Than 24 Hours Before Departure
Passengers canceling less than 24 hours before departure may receive travel credit only. Refunds may be issued for emergencies such as medical emergency, death in family, severe weather, or government travel restrictions.
3. No‑Show Policy
Passengers who fail to appear for departure without prior cancellation will forfeit their ticket. No refunds or credits will be issued.
4. Company‑Initiated Cancellations
If Fronteras Del Norte cancels a scheduled trip, passengers are entitled to a full refund, rebooking on the next available trip, or travel credit.
5. Delays and Service Interruptions
If delays occur due to mechanical issues, driver availability, or scheduling errors, passengers may receive refund, rebooking, or credit.
6. Outside Company Control
For delays caused by weather, traffic, border delays, or government action, Fronteras Del Norte will attempt to rebook passengers. Refunds are not guaranteed.
7. Missed Connections
Fronteras Del Norte is not responsible for airline tickets, hotel reservations, tours, ground transportation, lost wages, or other third‑party expenses.
8. Refund Method
Refunds will be issued to original form of payment when possible, company credit, or check.
9. Processing Time
Credit card refunds 7–10 business days. Cash or check refunds 10–20 business days.
10. Non‑Refundable Situations
Tickets are non‑refundable for no‑shows, late arrivals, voluntary schedule changes, passenger misconduct, or failure to present identification.
11. Force Majeure
Fronteras Del Norte is not responsible for cancellations caused by natural disasters, government actions, border closures, civil unrest, or acts of God.
12. How to Request Cancellation
Passengers may request cancellation by phone, email, ticket counter, or online if available.
Policy Acknowledgement
By purchasing a ticket with Fronteras Del Norte, passengers agree to this cancellation and reimbursement policy.
SMS Texting Policy
By providing your phone number you agree to receive promotional AND non promotional calls, and text messages from L&R Transportes Inc DBA Fronteras Del Norte. Message and data rates may apply. Your consent is not a condition of purchase. To opt out of receiving marketing communications, reply 'STOP' to any message or contact us at (323) 587-5233.
FRONTERAS DEL NORTE COMPANY LUGGAGE POLICY
USDOT-Compliant Passenger & Employee Baggage Policy
Company Name: L&R Transports Inc. DBA Fronteras Del Norte
Effective Date: January 1 2026
Applies To: All Passengers and Employees
1. PURPOSE
This policy establishes the rules and procedures for passenger luggage handling, storage, liability, and safety in accordance with U.S. Department of Transportation (USDOT) safety standards and Federal Motor Carrier Safety Administration (FMCSA) regulations.
This policy is designed to: - Ensure passenger safety - Prevent vehicle safety hazards - Establish clear liability limits - Maintain compliance with USDOT regulations - Provide consistent customer service standards
2. GENERAL LUGGAGE ALLOWANCE
Each ticketed passenger is allowed:
Standard Allowance
- One (1) carry‑on bag
- One (1) personal item (purse, backpack, small bag)
- Two (2) checked luggage stored in luggage compartment
Size & Weight Limits
- Carry‑on must fit overhead or under seat
- Checked luggage limit: 50 lbs per bag
- Maximum size: 62 linear inches
Additional baggage: - Subject to available space - Subject to safety requirements - May require additional fees
Fronteras Del Norte reserves the right to refuse excess luggage.
3. CARRY‑ON BAG REQUIREMENTS
Carry‑on luggage must:
- Fit safely overhead or under seat
- Not block aisles
- Not block emergency exits
- Not interfere with driver visibility
Prohibited Carry‑On Items: - Oversized luggage - Loose boxes - Hazardous items - Items blocking aisles
Driver has final authority.
4. CHECKED LUGGAGE POLICY
Passengers must: - Label luggage - Arrive early - Claim luggage promptly - Load luggage safely
Company will: - Store securely - Return at destination
Fronteras Del Norte is NOT responsible for: - Cash - Electronics - Jewelry - Medication - Important documents - Fragile items
Passengers must carry these items onboard.
5. PROHIBITED ITEMS
Prohibited Items Include:
- Flammable materials, Fireworks, Explosives, Illegal substances, Fuel containers, Hazardous chemicals, Strong odor items
Company reserves right to inspect luggage.
6. OVERSIZED ITEMS
Advance approval required for:
- Boxes, Coolers, Bicycles, Strollers, Equipment, ect.
Acceptance subject to space & safety.
7. LIABILITY LIMITATION
Fronteras Del Norte luggage liability is limited to:
$125 PER PASSENGER
Company is not liable for: - Fragile items - Unlabeled luggage - Improper packing - Minor wear and tear
Passengers must report missing luggage: - Immediately - Within 24 hours
8. LOST & FOUND
Passengers must report: - Immediately - Provide description
Company will: - Search bus - Check stops - Contact passenger
Unclaimed luggage: - Held 30 days - Then disposed
9. EMPLOYEE RESPONSIBILITIES
Employees must:
- Load luggage safely
- Keep aisles clear
- Report hazards
Drivers may refuse unsafe luggage.
10. PASSENGER RESPONSIBILITIES
Passengers must:
- Follow limits
- Label luggage
- Remove luggage promptly
- Follow safety rules
Failure may result in: - Denied boarding - Removal of luggage
11. USDOT COMPLIANCE
This policy complies with:
- FMCSA Passenger Carrier Safety
- USDOT Safety Regulations
- Emergency exit clearance rules
12. CROSS-BORDER LUGGAGE RULES (San Ysidro / Tijuana)
Due to international border crossing requirements, additional luggage rules apply for passengers traveling between San Ysidro, CA and Tijuana, Mexico.
Border Security Requirements
- All luggage is subject to inspection by U.S. Customs and Border Protection (CBP), Mexican Customs Authorities, and border security personnel.
- Passengers must keep luggage accessible and comply with inspections.
Fronteras Del Norte is not responsible for delays caused by customs inspections.
Passenger Responsibility for Customs Compliance
- Passengers are responsible for declaring items, paying duties, and carrying proper travel documents.
Fronteras Del Norte is not responsible for seized luggage, customs fines, immigration delays, or denied entry.
Cross‑Border Prohibited Items
- Firearms, ammunition, illegal drugs, fuel containers, fireworks, hazardous chemicals, and restricted agricultural items.
Luggage Transfer at Border
- Passengers may be required to remove luggage for inspection and re‑claim items.
Failure to comply may result in delays or denied boarding.
CBX / Airport Transfers
- Passengers must follow CBX and airline luggage rules.
Fronteras Del Norte is not responsible for airline fees or missed flights.
Cross‑Border Liability
- Standard liability remains $125 per passenger.
Border Delay Disclaimer
Arrival times are not guaranteed due to border wait times and inspections.
13. ACKNOWLEDGMENT
Passengers purchasing tickets accept this policy.
