FAQ
Unclear about anything? Here are some commonly asked questions about Greyhound
Express, along with the answers.
Q: How do I buy a ticket?
A: There are three simple and convenient ways to purchase your Greyhound Express tickets
in advance—online, over the phone and at a terminal. Advance purchase of tickets not
only guarantees you the lowest possible price, but a confirmed reservation as well. While
we recommend that you buy in advance, we also sell higher-priced walk-up fares on a
space-available basis.
- Buy tickets online: You can purchase tickets online at
www.greyhound.ca/express until two hours before departure (for example, we
stop selling tickets for the 3 p.m. schedule at 1 p.m.). After you purchase your
ticket you will receive an email confirmation that also serves as your boarding
pass. We don't oversell our schedules, so this boarding pass will guarantee you
a seat on your ticketed schedule.
- Buy tickets over the phone: A simple call to 800-661-8747 also allows you to speak
directly with an operator and book advance-purchase fares. After you purchase your
ticket, you will receive a confirmation number that will serve as your boarding pass.
Like online purchases, a confirmation number guarantees you a seat on your ticketed
schedule.
- Buy in a Greyhound terminal: We offer walk-up fares and tickets for Will Call pickup
in any Greyhound terminal. We will board and seat the reserved customers first prior
to boarding walk-up customers. Walk-up fares will be sold on first-come, first-served
basis only if seats are available. The price of our walk-up fares will be available
on our website. We will accept cash, Visa, MasterCard and American Express credit cards
issued in Canada and the U.S. We can also accept debit cards but cannot
accept money orders or traveler's checks as a form of payment.
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Q: Can I change my ticket?
A: Tickets are non-refundable and only good for travel on the schedule and date
that you have purchased. Tickets can be rebooked up to 24 hours before the
original planned departure. If ticket is not rebooked 24 hours prior to the original planned departure, the ticket cannot be rebooked or exchanged.
Additional fees will apply.
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Q: What happens if I miss my schedule?
A: Tickets are non-refundable and only good for travel on the schedule and date that you
have purchased. Tickets will not be rebooked if 24 hour period from original planned
departure has not been met.
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Q: What happens when my schedule is canceled?
A: We'll make every effort to operate our published schedules. Events will happen
both within our control and beyond our control that may cause us to cancel schedules.
We do our best to list all cancellations on the homepage of greyhound.ca under the Service Alert button.
If the cancellation was our fault, we reserve the right (at our discretion) to give
you a free trip and beg for your forgiveness.
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Q: How do you set your fares?
A: Our goal is to offer our customers the least expensive ticket possible and still make
an operating profit. The fares we charge will vary by day of the week, overall passenger
demand and how many days until the travel will take place. Typically someone who purchased
a week or two out will receive the cheapest fares – so it will save you money to plan ahead.
Even our higher walk-up fares will be reasonable and will allow for inexpensive
spur-of-the-moment travel.
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Q: What are your children fares?
A: One infant under the age of two is allowed free of charge per full-fare passenger.
For example, two full-fare adults would be allowed to transport two one-year-olds
free of charge.
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Q: Can children travel unaccompanied by an adult?
A: Children under the age of eight must be accompanied by someone age 15 years or older. An unaccompanied child is a passenger between the ages of eight and 14 years old (inclusive, NO EXCEPTIONS) and may travel unaccompanied if specific conditions are met. For the complete list of conditions, please visit Children Traveling.
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Q: How does your boarding process work?
A: Please arrive at the terminal a minimum of 20 minutes before your scheduled departure.
If you have purchased your ticket online, please bring your photo ID and your Print at Home
ticket. If you purchased a Will Call ticket you will need to pick up your ticket at the ticket counter.
The customer service agent will board the bus by group.
Feel free to sit in any open seat.
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Q: What is required for me to bring?
A: For print-at-home tickets, you must bring a valid photo ID and your printed
ticket for each passenger to verify your reservation. For Will Call tickets, all
you need to bring is a valid photo ID.
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Q: What happens if I arrive late...very close to departure time?
A: Five minutes before departure, we reserve the right to release any reservations
as "no-shows." Walk-up passengers will be loaded at this time. You could
lose your seat to a walk-up passenger. We encourage you to arrive at the terminal
a minimum of 20 minutes before your scheduled departure time.
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Q: What are the rules on baggage?
A: You are allowed one piece of baggage under the coach and two small bags to carry on
(purse or backpack). The carry-on bags should be small enough to fit in the overhead
bin. If you need assistance with your baggage, ask and the driver or customer service agent
will be glad to assist you.We recommend that you properly tag all bags and place your name,
address and phone number on the inside.
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Q: Can I take a bicycle or golf bag?
A: Bicycles and golf bags are considered oversized items. They are allowed as long
as space is available in the baggage area. The oversized item will count as your
one bag allowed under the coach. An additional baggage fee may be applied for oversized or overweight
bags. For more information about our baggage policy please visit the Baggage Information portion
of the website.
Greyhound is not responsible for damage to oversized items or items that are not placed in
normal luggage or a carrying
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Q: What can't I take in my luggage?
A: We don't allow the transport of any type of weapon. We also do not allow the transport
of any material that would be deemed hazardous material by the DOT (acids, ammunition, animals,
combustible liquids, compressed gases, corpses, cremated remains, explosives, firearms of all types,
fireworks, flammable liquids, furniture, hazardous materials [poisons, radioactive materials, etc.]).
For a complete list of items that you cannot travel with please visit the Baggage Information
portion of the website.
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Q: What about your drivers?
A: We employ professional, highly trained drivers. We expect our drivers to carry
themselves as professionals at all times and also be quick with a smile or a
helping hand.
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Q: What about your bus fleet?
A: Our bus fleet are refurbished motor coaches. They are designed
with numerous premium features for both the comfort and safety of its occupants. All of
our buses go to a service garage every night and receive a full and rigorous maintenance
program. We take safety very seriously.
All Express buses are equipped with free Wi-Fi, power outlets and extra legroom.
The new Greyhound has been redesigned to ensure the safest ride for our passengers, from large
adults to small infants. Plus, our new LATCH system can fasten your
child's car seat as easily and securely to your seat as you can in your own car.
Greyhound Express is a greener means of transportation. Each bus is powered by an environmentally
friendly, fuel-efficient engine that takes close to 40 cars off the road a day. Amazingly, one of
our buses generates nearly three times less carbon dioxide per passenger, per mile, than a hybrid
vehicle. Not only does the new Greyhound get you there, but we're doing our best to make sure "there"
stays just the way it is.
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Q: What makes your bus different?
A: We've done some things to make the trip more enjoyable.
- Wi-Fi: Our buses are equipped with Wi-Fi hot spots. This technology is new, and
there are spots on the trip where the service may be unavailable. We also do not
advise downloading large files, as the speed will be relatively slow. The Wi-Fi
service is free of charge...enjoy.
- Extra Legroom: We've taken the standard coach configuration and removed seats. This
adds about three extra inches of legroom per seat.
- Power Outlets: Located throughout the coach are standard 110-volt plug-ins. To make
the trip more enjoyable, plug in your laptops, iPods and portable DVD players, and
enjoy.
- Standard Amenities: A restroom with a flushable toilet, air conditioning, panoramic
views and the normal coach accoutrements, making riding Greyhound Express easy on
your wallet and your eyes.
* Wi-Fi and power outlet disclaimer: Greyhound Express makes every effort to provide
these services free of charge to every passenger. However, if, for any reason, the
service is unavailable, we are unable to supply a refund.
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Q: What is the trip like?
A: Greyhound Express provides non-stop or one-stop service from origin to destination.
On shorter trips (less than three hours) the service will be non-stop. On a longer
trip (over three hours) we will typically make a quick comfort stop. This stop will be
at a location with vending machines and public bathrooms. The stop is quick—about
15 minutes—long enough to use the restroom or grab a quick snack. This gives our
driver and passengers a chance to get some fresh air and stretch their legs.
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Q: Are there any rules?
A: We ask that you be respectful of your fellow passengers. Use headphones if you
listen to music or watch a movie. Please limit any phone conversations and whisper if possible.
We don't allow disruptive behavior such as loud conversations, music or fighting.
The driver will warn the offending parties once,and if needed, the driver will escalate
to the proper authorities. We have a zero tolerance policy for alcohol, drugs, weapons
and unruly behavior.
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Q: I have a disability and want to travel, what do I do?
A: On the homepage you'll see a link for Customers with disabilities.
Click on this
link and you'll be guided through the process. We recommend (as with all our customers)
that you make a reservation in advance, save some money and guarantee your place
on the bus. Walk-up customers are always welcome on a space-available basis.
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Q: Is your fleet wheelchair lift equipped?
A: Customers who must travel with a wheelchair will need to request a wheelchair-accessible coach through Greyhound Travel Assist Office at 1-800-752-4841.
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Q: Can I bring my pet on board?
A: No dogs, cats, birds or other animals will be transported. However, a properly
documented service animal, trained for the purpose of accompanying a disabled person,
will be permitted to travel with the disabled person at no additional charge.
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Q: Can I bring food on the coach?
A: Food and non-alcoholic beverages may be carried on board for personal consumption.
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Q: Can I bring a child safety seat on board?
A: Yes. However, we ask that you purchase an additional ticket due to the space that a
child safety seat requires. You should ensure that your child seat
has been approved for use in a motor vehicle, and is used in accordance with the
manufacturer's instructions. It is your responsibility to secure the child seat to the
bus seat with strapping or webbing that is approved by the child seat manufacturer.
You are responsible for properly securing the seat. Greyhound Express seats offer three-point
safety harnesses with shoulder-height adjusters. Plus, our new LATCH system allows you to
fasten your child's car seat as easily and securely to the seat as you can in a car.
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Q: What if I have additional questions?
A: If you have any additional questions, comments or other general customer service inquiries,
please email us at webmaster@greyhound.ca.
For other immediate questions call us at 800-661-8747.
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