How may we assist you?
Our goal is to make your travel on Greyhound a safe, pleasant and convenient experience.
Our drivers, customer service personnel and contractors are available to meet the
needs of passengers with special needs. We provide assistance with boarding and
de-boarding buses, luggage, transfers, stowage and retrieval of mobility devices.
This service is provided during transfers, meal and rest stops and other times as
reasonably requested. We can help whether you are traveling alone, using various
mobility devices, or being accompanied by a service animal.
Personal Care Attendant
On request, Greyhound will provide a personal care attendant with a traveling ticket to be used by this attendant accompanying a person with a disability on the scheduled route for no extra charge. Greyhound will accept the determination made by or on behalf of a person with a disability that the person does not require a personal care attendant during travel. However, a person wishing to travel with a personal care attendant must provide a letter from a health care professional, or a disability travel card issued by a recognized organization representing consumers with disabilities which uses a health care professional in assessing that a person cannot travel independently.
Greyhound will acknowledge its acceptance that a person requires a personal care attendant by issuing an entitlement card. To fill out an entitlement card before your day of travel, please contact BIRC at 1-877-653-3649. This acknowledgement can then be used by the person for any future bus travel on scheduled services with any operator covered by this Code.
A person with a disability who requires a personal care attendant when traveling within the province of Québec must submit an application form to l'Association des propriétaires d'autobus du Québec (APAQ) to obtain the Québec Intercity Bus Service Attendant Card. This card is recognized by Greyhound within the province of Québec only, and is for the use of persons with significant and permanent disabilities.
The personal care attendant will assist the person with:
- transactions at the ticket counter;
- moving to and from the boarding area;
- stowing and retrieving any baggage;
- administering medication;
- using the facilities of an on–board washroom or a washroom at a stop;
- assembling and disassembling a mobility aid at locations other than bus terminals; and
- making contact for assistance on behalf of a person with a disability.
For additional information, please visit The Code
Greyhound will accept one certified service animal per passenger with a disability for carriage without charge and will permit the animal, if properly harnessed, to accompany the passenger on the bus. The service animal will remain on the floor at the passenger's feet during travel.
The service animal is the responsibility of its owner and must be under the control of its owner at all times (i.e., leash,
harness or carrier). The service animal must ride in the bus within the customer's space. Service animals may not
travel in the aisle or occupy a seat. Greyhound reserves the right to refuse passage to any animal that poses a direct
threat to the health and safety of other customers, Greyhound personnel or contractors.
Passengers should note that they are required to produce written proof to the operator that the service animal has been trained and certified by a professional service animal institution.
For additional information, please visit The Code
Greyhound Canada has a toll-free number operating from 5 a.m. until midnight for
the hearing-impaired. That number is 1-800-397-7870.
Greyhound Canada offers services to our vision-impaired passengers. The following
criteria must be met: Sight-impaired persons must be registered with the Canadian
National Institute for the Blind and sighted escorts presenting a C.N.I.B National
Identity Card completed and signed by an authorized representative of the C.N.I.B.
Reduced fares will be given to a special needs passenger unable to travel alone
(regardless of age) and accompanied by an adult attendant if the disabled person
has a Disability Travel Card from the Easter Seals/March of Dimes National Council
or its designated affiliates.
Both the permanently disabled person and the attendant must travel together the
entire trip. The adult attendant must be able to assist the permanently disabled
person getting on/off the bus and also during the trip without asking for assistance.
A valid Disability Travel Card issued by the Easter Seals/March of Dimes National
Council or its designated affiliates must be presented. This card must be returned
to the issuing officer and replaced with a new one if the eligible person changes
his/her name or address.
If a vision-impaired passenger is traveling with a child, there is no reduction
in fare for that child.
Personal Mobility Scooters:
Greyhound Canada is proud to welcome eligible scooter passengers
using a personal mobility scooter at major company locations
will accept their scooter as a baggage item, to be carried in the baggage compartment
under the coach using a provided Greyhound Canada portable scooter ramp
No fees will be charged to carry the scooter as baggage, and the scooter will not
count towards excess baggage.
For safety reasons, on the recommendation of Transport Canada, scooters may
not be placed on wheelchair lifts or secured in the passenger area of the coach.
Eligible scooter passengers may not sit on their scooter in the passenger area of
the coach at any time.
Eligible scooter passenger:
A passenger who is able to climb the
stairs of the coach without assistance. Passengers who cannot climb the stairs of
the coach on their own must travel with a wheelchair and request a wheelchair-accessible
coach through Greyhound Travel Assist Office at 1-800-752-4841.
A Personal mobility scooter
(scooter) that can be accommodated
by Greyhound Canada is defined as follows:
- Able to collapse or be disassembled in order to fit in the coach's baggage compartment,
to the following maximum dimensions:
- Width: 56" or 142.2 cm
- Height: 36" or 91.4 cm
- Length: 96" or 243.8 cm
- Maximum weight permitted: 600 lbs. or 272 kg
Booking a Scooter Trip:
In order to book a trip, eligible scooter passengers must contact Greyhound Canada
Travel Assist Office at 1-800-752-4841 and request a scooter accessible trip.
48-Hours Advance Notice:
- Passengers must call at least 48 hours in advance for all scooter ramp reservations.
- At the time of booking, eligible scooter passengers must:
- Declare their intention to transport a personal mobility scooter
- Declare their ability to climb the stairs of the coach without assistance
- Declare the weight of their scooter does not exceed 600 lbs (272 kg) and that the
dimensions of their scooter when collapsed for traveling do not exceed the maximum
dimensions as follows: Width: 56" or 142.2 cm, Height: 36" or 91.4 cm,
Length: 96" or 243.8 cm
At time of loading, the scooter must be:
- Collapsed or disassembled by passenger or passenger's assistant
- Battery disconnected, if appropriate
- Loaded and unloaded by a passenger-provided assistant or Greyhound Canada employee
at both origin and destination point at any location using a Greyhound Canada scooter
Rules for Special Needs Passengers
Special needs passengers will be charged regular one-way or return fares. Seeing
Eye or Hearing Ear service animals and accompanying guide will travel in conjunction
with the fare to the special needs passenger at no extra charge. This special privilege
permits special needs person and escort to travel together at the rate of a person
Special needs persons will be pre-boarded at the location where seat selection is
available. Options to purchase a seat selection are available at 27 locations for
a charge of $5.00
Note: Special needs person tickets will be based on regular fares and not applicable
on excursion fares, unlimited travel tickets, blind and escort or other reduced
fares, or to or through the United States.
Providing Goods And Services to People with Disabilities
Greyhound Canada Transportation ULC is committed to excellence in serving all customers including people with disabilities.
Accessible Customer Service Plan
Notice of temporary disruption: In the event of a planned or unexpected disruption to services or facilities for
customers with disabilities, Greyhound will notify the affected customers promptly in person (accessible coach
reservation) or by posted signage (facility disruption). The notification will include information about the reason for the
disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Greyhound Canada Transportation ULC or its designate will provide accessible customer service training on a new-
hire and refresher basis to employees (including drivers and customer service agents), volunteers and others who
deal with the public or other third parties on our behalf. Training will also be provided to people involved in the
development of policies, plans, practices and procedures related to the provision of our goods and services.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Greyhound’s plan related to the customer service standard
- How to interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
- How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
These include: Wheelchair lifts on accessible coaches, Scooter ramps and the safe storage of wheelchairs, scooters and other mobility aids.
- What to do if a person with a disability is having difficulty in accessing Greyhound’s goods and services
- Staff will also be trained when changes are made to our accessible customer service plan.
Customers who wish to provide feedback on the way Greyhound provides goods and services to people with disabilities can provide feedback in the following ways:
Customer Assistance Request Form
Open 7:00 a.m.-7:00 p.m., Central time zone, Monday-Friday
Greyhound Canada Transportation ULC
Attention: Accessibility Matters
1111 International Boulevard, Suite 700
Burlington Ontario L7L 6W1
Greyhound’s policy is to reach a resolution with the customer within 30 days of receiving the complaint.
We welcome customers to download our eSSENTIAL ACCESSIBILITY app at http://www.essentialaccessibility.com/greyhound/
Notice of availability
Greyhound’s documents related to accessible customer service are available upon request at our website.
Modifications to this or other policies
Greyhound is committed to ensuring that its policies, practices and procedures respect and promote the principles of
dignity, independence, integration and equal opportunity for people with disabilities, and will adapt or modify them as
appropriate to meet those goals.