For the purposes of this travel information and policy, “The Company” refers to the BC Connector, BC Ferries Connector, Mount Washington Ski Bus, Tofino Bus, VI Connector, YYJ Airport Shuttle, and YYJ Hotel Shuttle services and their operating companies.
The Company assumes no liability for injury, damage or loss as a result of travel on the any of our buses, participating in any and all activities connected with The Company or for services provided by a third party, such as BC Ferries and attractions.
Registering a Customer Account
To make your booking and travel experience easier, The Company is introducing Customer Accounts. Register for a customer account and Sign-In to keep track of all your purchases and travel information, any unused bundles or passes, re-print any lost tickets, and save yourself some time when making new bookings.
Reservations & Walk-up Tickets
Reservations are required for guaranteed boarding. Passengers without reservations will be served on a “first come, first served” basis and are NOT guaranteed a seat, passengers without reservations can only board at certain stops. Please note that the YYJ Airport Shuttle only stops at hotels for a pickup if there is a reservation.
Reservations are required for all stops except for departures that are leaving from the YYJ Victoria International Airport, or the Victoria Bus Depot (Capital City Station).
Walk-Up Tickets from Driver
Walk-up Tickets are available from the driver when he pulls up for a scheduled departure at the YYJ Victoria International Airport, or the Victoria Bus Depot (Capital City Station). These tickets are credit card or cash-only, exact-change only. Passengers will be served on a “first come, first served” basis and are NOT guaranteed a seat.
Standard: Non-Refundable – Standard tickets are non-refundable, no exceptions for any reason.
Changes to date and time are available for no additional charge. Changes to a similar or more expensive location are available, but there may be a cost associated. Changes to a cheaper location are not available. Changes must be made at least 1 hour prior to scheduled travel. General Seating is first-come, first-served.
To make Cancellations/Amendments
Basic date and time changes can be made using our convenient online self-service feature. Changes to location can only be made via email.
How to Change the Date or Time of Departure:
- Go to your confirmation Email.
- Click the blue ‘Click here’ link in your confirmation email next to the ticket you wish to change.
- Enter the new date and time.
Can’t find your confirmation email? No Problem! Try these instructions instead:
- Select Change Ticket
- Manually enter your ticket number
- Manually enter the last name of the passenger (as spelled on the ticket)
- Enter new date and time.
How to Change the Pickup or Drop Off Location:
Email us at firstname.lastname@example.org and include your transaction number, as well as where you would like to change the location to.
Otherwise, please email email@example.com for any amendment, cancellation, or questions.
Check-in & Boarding
Please present your digital ticket to the driver, along with your ID, upon check-in/boarding. (Printed tickets will be accepted if you cannot provide a digital one).
Hotel Pickups — Please be ready and waiting at your stop a few minutes prior to the pickup time listed on your ticket. Bus may arrive up to 20min after the pickup time listed on your ticket, as the exact pickup time/order varies depending on traffic and which other hotels are being picked up at on the departure in question. Example: If you have a pickup scheduled at a hotel for 09:00, the bus may arrive between 09:00-09:20.
Children/Youth/Students must be 13 years of age or older to travel unaccompanied by an adult on any scheduled services. The Company will not be responsible for unaccompanied minors while they are aboard our buses, transferring buses, or aboard the BC Ferries.
Unaccompanied Minors age 13-18 must travel with a photo ID that includes their name and birth date, in order to prove they are of sufficient age to travel alone when checking in with the driver.
Wheelchairs & Accessible Services
For passengers who require the service of a wheelchair-lift equipped coach, please note that we require reservations and full prepayment AT LEAST 72 hours in advance of the trip. Please select ‘Wheelchair Passenger (Wheelchair-Lift Required)’ under the ‘Additional Services’ button on the passenger information screen.
Please note that The Company has a limited number of wheelchair-lift equipped coaches in its fleet. Also, due to safety considerations, wheelchair-lift services can only be arranged to/from certain locations. If our lift-equipped coaches are not available for the travel locations and times you have selected, The Company will contact the customer to make any necessary adjustments to their trip, such as changing the date and/or departure time of travel, or providing a full refund if The Company cannot meet the customer’s needs.
For passengers who use mobility aids i.e. walkers, foldable wheelchairs, and can board the shuttle with some assistance; we are able to store the non-motorized mobility aid for no additional charge. Please select ‘Mobility Aid’ under the ‘Additional Services’ button on the passenger information screen.
Unfortunately, at this time The Company cannot accommodate pets on-board any of its buses.
Exception: People with Disabilities may have service animals accompanying an individual inside the coach. Valid Guide or Service Dog Certification must be presented, and the ‘Service Dog’ selection must be checked off on your booking.
We are pleased to provide baggage storage onboard our shuttles. All baggage must be tagged with an appropriate destination baggage tag and contact information of passenger. The Company assumes no liability for lost, damaged, or stolen baggage. Baggage is the responsibility of the traveler.
Baggage is limited to 2 pieces per traveler, 1 checked bag (22.5 kg/50 lbs or less) up to 61 x 61 x 114cm or 24″ x 24″ x 45″ in size and 1 carry-on personal item (20lbs or less) up to 45.5 x 33 x 20cm or 18” x 13” x 8”. Additional checked baggage, specialty and oversize baggage can be accepted for an additional fee. Stops marked ‘Hand Carry-on Bags only’ do not accept any form of checked or specialty baggage, only the 1 carry-on personal item (20lbs or less) up to 45.5 x 33 x 20cm or 18” x 13” x 8” will be accepted at these stops. Baggage over the weight of 22.5kg/50lbs is not accepted on any service and must have its weight reduced before it can be transported.
Additional Baggage can be transported for an extra fee.
Oversize, and Specialty Baggage
Oversize and Specialty baggage will be accepted for transport on a space available basis for an extra charge with a reservation and pre-payment and must be properly contained in a box or bag. Any baggage over the size of 61 x 61 x 114cm or 24″ x 24″ x 45″ is considered oversize baggage. Oversize baggage cannot be longer than 6ft. You may use 1 piece of specialty baggage as your complimentary checked bag provided you are travelling with no other checked baggage and it is an accepted type of specialty baggage on the service you are travelling on.
Accepted Specialty Baggage: Golf Clubs, Skis, Snowboards, Oversize Baggage. All specialty baggage must be transported in proper containers for that type of baggage.
Baggage over the weight of 22.5kg/50lbs is NOT accepted on any service and must have its weight reduced before it can be transported.
No smoking or vaping is permitted on any of The Company’s buses.
Please be considerate to your fellow passengers. Unruly or disruptive behavior will not be tolerated and may result in removal from the bus. There will be no compensation or refund to passengers removed from a bus, and The Company will not be responsible for any onward transportation arrangements.
Scheduling & Missed Connection Disclaimer
Travel times are approximate, and may vary based on ferry wait times, as well as weather and road conditions. Please plan accordingly and give yourself ample time to make your connections or destination. While The Company endeavors to conduct our buses as indicated in promotional materials and the websites, all buses are subject to change without notice.
The Company is not responsible for any missed flights, ferries, tours, or other travel connections. The Company is not responsible for providing refunds or compensation due to Weather, Road Conditions, BC Ferries Delays/Cancellations, or any other Acts of God or Force Majeure but may, at The Company’s discretion, issue a voucher for future travel.
Buses depart at the time scheduled and do not wait for missing passengers or late flights. If you miss your scheduled departure, please use our self-serve Ticket Change function switch to a subsequent departure, or email us at: firstname.lastname@example.org for assistance. Exception: Final scheduled departure leaving Victoria (YYJ) Airport of the evening may wait approximately 30min for a late flight if there is a pre-reservation for that departure.
Please do not park in any of the prohibited parking spaces at the pick-up locations. We remind our guests to please respect the businesses in these areas, and that parking illegally may result in ticketing and/or towing. The Company is not responsible for vehicles ticketed, towed, or damaged while using our service.
Lost & Found
If you lose something on a bus, please call Lost & Found at 1-800-567-3288 or email email@example.com. Found articles may be claimed during business hours at the location they are being held.
Found articles are kept for up to 30 days. If you call us and we have the article we will hold it for a maximum of seven days unless otherwise arranged. All unclaimed articles will be donated to charitable organizations.
Any special deals/packs/bundles/offers purchased are 100% non-refundable and cannot be exchanged for any other deals/packs/bundles/offers or transportation. Refunds will not be given if any tickets purchased as part of a deal/pack/bundle/offer remain unused when the deal/pack/bundle/offer expires.
Now offering Bus Bucks! Give the gift of travel and purchase a gift card. Bus Bucks are just like cash, they have no transaction fees and no expiry. Bus Bucks are non-refundable. Visit our Bus Bucks Page to order.