FAQ - Frequently Asked Questions
Some questions have been asked so often that we decided to compile all the questions and their answers into this page. If you cannot find an answer for your inquiry on this page then please use the form under the contact us tab and a customer service representative will contact you as soon as they are able to.
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Buses & Seating Arrangements | Rooming Accommodations | Passengers & Pets | Cancellation Policy |
Waiting List | Payment Methods
Buses & Seating Arrangements | Rooming Accommodations | Passengers & Pets | Cancellation Policy |
Waiting List | Payment Methods
Pick-Up Locations
Q. Where do I meet the bus for my trip?
A. Pickup locations vary by tour, depending on which direction the bus is travelling in. Each trip's page on our website shows the pickup location for that particular trip. Simply click on the pickup location name and you will be provided with detailed information on where to meet the bus at that particular stop. All of our stops are also listed on our Pickup Locations Page.
Q. I received my emailed booking confirmation and it appears to have two different start times on it. Why is that?
A. One time is printed at the top of the booking confirmation. This is the start time of the tour at its first pickup point. Since the other pickup locations will have different pickup times, the pickup time for you is shown next to your chosen pickup point towards the bottom of the booking confirmation under the section marked "Options". That is the important one for you!
Q. I don’t have a car/transportation to or from the pickup location. Can you arrange transportation for me?
A. Yes! For an additional charge, we would be happy to arrange an Uber for you from your location to the pickup point. The additional charge is based on the applicable Uber fees for the location you are coming from. Please make a note in the comment box if you are booking online or call us to have this arranged.
A. Pickup locations vary by tour, depending on which direction the bus is travelling in. Each trip's page on our website shows the pickup location for that particular trip. Simply click on the pickup location name and you will be provided with detailed information on where to meet the bus at that particular stop. All of our stops are also listed on our Pickup Locations Page.
Q. I received my emailed booking confirmation and it appears to have two different start times on it. Why is that?
A. One time is printed at the top of the booking confirmation. This is the start time of the tour at its first pickup point. Since the other pickup locations will have different pickup times, the pickup time for you is shown next to your chosen pickup point towards the bottom of the booking confirmation under the section marked "Options". That is the important one for you!
Q. I don’t have a car/transportation to or from the pickup location. Can you arrange transportation for me?
A. Yes! For an additional charge, we would be happy to arrange an Uber for you from your location to the pickup point. The additional charge is based on the applicable Uber fees for the location you are coming from. Please make a note in the comment box if you are booking online or call us to have this arranged.
Our Buses and Seating Arrangements
Q. How are seats assigned on your buses? Can I request a specific seat?
A. Seats are strictly assigned in order of booking date & time. The earlier you book a trip, the closer you are to the front of the bus. We're sorry but we do not make exceptions except for proveable medical conditions or mobility issues. Those travelling with wheelchairs, walkers, crutches or an official service animal or guide dog will always be given seats near the front. Please note however that you must be able to get on and off the bus unassisted.
Our tours have pre-assigned seats. If a booking has more than one person, everyone in that booking will automatically be seated next to each other. If you are travelling with other passengers who are booking their own seats, please let us know that you wish to be seated next to specific passengers and we will do our best to accommodate you. We do ask that you let us know preferably at the time of booking but at least 3 days before departure.
Q. Can I sit on my own?
A. Sorry, but it is unlikely you will be seated alone as most of our tours do sell out meaning all seats will be filled however if we do have a bus tour where some empty seats are available we will gladly seat you on your own but please note that you will be assigned a seat towards the back of the bus. Due to the very high demand for seats nearer the front we do not leave any empty seats starting from the front.
Q. I have a medical condition and need to sit in a particular seat. Is this possible?
A. Yes, but due to the large number of requests, we require a doctor's note that we can verify in order to accommodate you.
Q. Do your buses have a washroom?
A. Yes, all our buses have a washroom at the back of the bus. On longer trips we try to stop at rest areas approximately every 2 to 2.5 hours on all our tours to allow passengers to stretch their legs and use the washroom facilities.
Q. Will there be in bus entertainment on long journeys? Such as a movie or music?
A. Due to the high number of passengers who prefer to listen or watch on their own personal electronic devices we no longer offer movies except in some occasional instances on long journeys.
Q. Can I bring a backpack or small carry-on into the bus with me? Will there be storage or do I have to hold it on my lap?
A. You are welcome to bring a small backpack or shopping bag onto the bus with you. There are overhead storage containers where these can be placed for the duration of the journey. Please be aware that overhead bins on buses are much smaller than what you might encounter on airplanes. Any backpacks or carry-ons that will not fit in the overhead bins will be accommodated in the cargo bays of the bus.
Q. Are there USB chargers or power ports available on the bus to charge my phone/camera?
A. Yes, our buses are equipped with power ports that will accommodate a standard wall plug. You are able to plug phones, cameras and other personal devices into these.
Q. Can I bring food on the bus?
A. Yes, please feel free to bring any food or beverages with you. We do ask for the benefit of all passengers that the food does not have a strong aroma. The only item that we do not allow is ice-cream. Ice cream tends to get embedded in the fabric of the seats and is difficult to remove, thus the restriction. And all beverage cups must have a lid to avoid spillage.
Q. Are any complimentary water or snacks provided on board the bus?
A. We provide one bottle of water per person at the start of the tour. You are welcome to use this bottle as a refillable water bottle for the duration of the tour and of course you can bring your own refillable water bottle. You are also welcome to bring your own water and snacks.
Please note that if your tour travels to the USA, any fresh fruits, vegetables or produce is restricted and cannot travel across the border. So if you do bring any fruits or veggies as snacks, you will need to finish eating them before you cross the border. Cooked, processed, packaged or canned goods are perfectly OK.
A. Seats are strictly assigned in order of booking date & time. The earlier you book a trip, the closer you are to the front of the bus. We're sorry but we do not make exceptions except for proveable medical conditions or mobility issues. Those travelling with wheelchairs, walkers, crutches or an official service animal or guide dog will always be given seats near the front. Please note however that you must be able to get on and off the bus unassisted.
Our tours have pre-assigned seats. If a booking has more than one person, everyone in that booking will automatically be seated next to each other. If you are travelling with other passengers who are booking their own seats, please let us know that you wish to be seated next to specific passengers and we will do our best to accommodate you. We do ask that you let us know preferably at the time of booking but at least 3 days before departure.
Q. Can I sit on my own?
A. Sorry, but it is unlikely you will be seated alone as most of our tours do sell out meaning all seats will be filled however if we do have a bus tour where some empty seats are available we will gladly seat you on your own but please note that you will be assigned a seat towards the back of the bus. Due to the very high demand for seats nearer the front we do not leave any empty seats starting from the front.
Q. I have a medical condition and need to sit in a particular seat. Is this possible?
A. Yes, but due to the large number of requests, we require a doctor's note that we can verify in order to accommodate you.
Q. Do your buses have a washroom?
A. Yes, all our buses have a washroom at the back of the bus. On longer trips we try to stop at rest areas approximately every 2 to 2.5 hours on all our tours to allow passengers to stretch their legs and use the washroom facilities.
Q. Will there be in bus entertainment on long journeys? Such as a movie or music?
A. Due to the high number of passengers who prefer to listen or watch on their own personal electronic devices we no longer offer movies except in some occasional instances on long journeys.
Q. Can I bring a backpack or small carry-on into the bus with me? Will there be storage or do I have to hold it on my lap?
A. You are welcome to bring a small backpack or shopping bag onto the bus with you. There are overhead storage containers where these can be placed for the duration of the journey. Please be aware that overhead bins on buses are much smaller than what you might encounter on airplanes. Any backpacks or carry-ons that will not fit in the overhead bins will be accommodated in the cargo bays of the bus.
Q. Are there USB chargers or power ports available on the bus to charge my phone/camera?
A. Yes, our buses are equipped with power ports that will accommodate a standard wall plug. You are able to plug phones, cameras and other personal devices into these.
Q. Can I bring food on the bus?
A. Yes, please feel free to bring any food or beverages with you. We do ask for the benefit of all passengers that the food does not have a strong aroma. The only item that we do not allow is ice-cream. Ice cream tends to get embedded in the fabric of the seats and is difficult to remove, thus the restriction. And all beverage cups must have a lid to avoid spillage.
Q. Are any complimentary water or snacks provided on board the bus?
A. We provide one bottle of water per person at the start of the tour. You are welcome to use this bottle as a refillable water bottle for the duration of the tour and of course you can bring your own refillable water bottle. You are also welcome to bring your own water and snacks.
Please note that if your tour travels to the USA, any fresh fruits, vegetables or produce is restricted and cannot travel across the border. So if you do bring any fruits or veggies as snacks, you will need to finish eating them before you cross the border. Cooked, processed, packaged or canned goods are perfectly OK.
Rooming Accommodations
Q. I am travelling by myself. Can I get the double occupancy rate?
A. Sorry but we do not assign roommates so if you are travelling on your own, we're sorry but you will need to book at the single occupancy rate. However we will certainly do our best to assist you in finding a roommate. You are asked to put a note in the comments of your booking that you are willing to share a room with another person. If we receive a similar request from another passenger of the same gender, we will put you in touch with each other and ask you to meet or at least speak with each other to satisfy yourself that the other person will make a suitable roommate.
If both of you are in agreement that you are willing to share with each other we will gladly adjust the price of your booking to the double occupancy rate. If you end up being matched up with a roommate after the full payment deadline and you have paid for the full single occupancy price we will refund you the difference between the single and double occupancy.
Please note that we do not guarantee that we can find you a roommate, it depends on whether any other passenger of the same gender as you, also travelling on their own, has also requested a roommate. We encourage you to book a seat on the trip you are interested in and pay the deposit, that way we have visibility that you are looking for a roommate. If we have not found a roommate for you by the time full payment is due you have the option to cancel and receive a full refund of your deposit.
Q. I am prepared to share my room with 3 or 4 other people so that I can pay the lower rate for triple and quad occupancy. How do I do that?
A. Triple and quad occupancy options are only available if 3 or 4 of you know each other and book as a group and are aware that you will be sharing beds. We're sorry but we only do room assignments for double occupancy so that there are only two people per room and each person gets their own bed. Triple and Quad occupancy means there are two people per bed and we do not wish to ask passengers who do not know each other to share a bed.
A. Sorry but we do not assign roommates so if you are travelling on your own, we're sorry but you will need to book at the single occupancy rate. However we will certainly do our best to assist you in finding a roommate. You are asked to put a note in the comments of your booking that you are willing to share a room with another person. If we receive a similar request from another passenger of the same gender, we will put you in touch with each other and ask you to meet or at least speak with each other to satisfy yourself that the other person will make a suitable roommate.
If both of you are in agreement that you are willing to share with each other we will gladly adjust the price of your booking to the double occupancy rate. If you end up being matched up with a roommate after the full payment deadline and you have paid for the full single occupancy price we will refund you the difference between the single and double occupancy.
Please note that we do not guarantee that we can find you a roommate, it depends on whether any other passenger of the same gender as you, also travelling on their own, has also requested a roommate. We encourage you to book a seat on the trip you are interested in and pay the deposit, that way we have visibility that you are looking for a roommate. If we have not found a roommate for you by the time full payment is due you have the option to cancel and receive a full refund of your deposit.
Q. I am prepared to share my room with 3 or 4 other people so that I can pay the lower rate for triple and quad occupancy. How do I do that?
A. Triple and quad occupancy options are only available if 3 or 4 of you know each other and book as a group and are aware that you will be sharing beds. We're sorry but we only do room assignments for double occupancy so that there are only two people per room and each person gets their own bed. Triple and Quad occupancy means there are two people per bed and we do not wish to ask passengers who do not know each other to share a bed.
Passengers and Pets
Q. What is the typical age range of the passengers on your trips?
A. The age range depends on the nature of the trip. Our past guests have ranged in age from 10 to 85. Sightseeing trips generally attract a 45-65 age group. with the majority in their late 40's, 50's and 60's. Trips to snow tubing and amusement parks for example will attract a younger group in their teens, 20's and 30's.
Q. Do you cater mainly to singles or couples?
A. Both! We welcome singles, couples and individuals in relationships who wish to go on trips together or on their own. The whole point is to get out of your routine, go on a trip in the safety of a group environment and visit places you might not otherwise visit. And above all, have fun.
Q. Are children welcome?
A. Almost all of our trips are restricted to children 10 and older. If children under 10 are allowed to attend it will be specifically mentioned in the event description.
Q. What about pets?
A. Sorry but pets are not allowed on any of our buses. Service dogs are welcome but please mention that when you book and please note that we will require a copy of your dog’s government issued certificate. Sorry but comfort animals are not allowed on our buses.
A. The age range depends on the nature of the trip. Our past guests have ranged in age from 10 to 85. Sightseeing trips generally attract a 45-65 age group. with the majority in their late 40's, 50's and 60's. Trips to snow tubing and amusement parks for example will attract a younger group in their teens, 20's and 30's.
Q. Do you cater mainly to singles or couples?
A. Both! We welcome singles, couples and individuals in relationships who wish to go on trips together or on their own. The whole point is to get out of your routine, go on a trip in the safety of a group environment and visit places you might not otherwise visit. And above all, have fun.
Q. Are children welcome?
A. Almost all of our trips are restricted to children 10 and older. If children under 10 are allowed to attend it will be specifically mentioned in the event description.
Q. What about pets?
A. Sorry but pets are not allowed on any of our buses. Service dogs are welcome but please mention that when you book and please note that we will require a copy of your dog’s government issued certificate. Sorry but comfort animals are not allowed on our buses.
Cancellation Policy
Q. I am not able to travel on the tour due to personal circumstances. What are your cancellation and refund policies?
A. The cancellation deadlines and refund policies vary by trip and are shown on the trip page for each particular tour.
Q. If I am unable to travel, and I am cancelling after the cancellation deadline, I understand that I am not entitled to a refund but are you able to sell my seat for me to someone on the waiting list and if so, do I get my money back?
A. If you notify us of your inability to travel after the cancellation deadline, we can certainly try to resell your seat to someone on the waiting list, assuming that we have a waiting list for that particular tour. If we are successful and someone else does buy the seat(s), you do not receive a cash refund. We do however give you a credit for the amount you paid less a $25 per seat administration fee. This credit can be used against any future ShortTrips.ca tour at any time and has no expiry date. A credit cannot be refunded.
Q. If I am unable to go, can I transfer my booking to a friend or family member?
A. Yes! If you are unable to travel we would happily transfer the booking to a friend or family member for you. To transfer an existing booking to a friend or family member, please call our customer service line so a representative can assist you. There is no additional cost to transfer the booking to a friend or family member as long as all accommodation arrangements remain the same.
A. The cancellation deadlines and refund policies vary by trip and are shown on the trip page for each particular tour.
Q. If I am unable to travel, and I am cancelling after the cancellation deadline, I understand that I am not entitled to a refund but are you able to sell my seat for me to someone on the waiting list and if so, do I get my money back?
A. If you notify us of your inability to travel after the cancellation deadline, we can certainly try to resell your seat to someone on the waiting list, assuming that we have a waiting list for that particular tour. If we are successful and someone else does buy the seat(s), you do not receive a cash refund. We do however give you a credit for the amount you paid less a $25 per seat administration fee. This credit can be used against any future ShortTrips.ca tour at any time and has no expiry date. A credit cannot be refunded.
Q. If I am unable to go, can I transfer my booking to a friend or family member?
A. Yes! If you are unable to travel we would happily transfer the booking to a friend or family member for you. To transfer an existing booking to a friend or family member, please call our customer service line so a representative can assist you. There is no additional cost to transfer the booking to a friend or family member as long as all accommodation arrangements remain the same.
Waiting List
Q. What are my options if a trip is full?
A. Add your name to the waiting list for that trip by clicking on the "Wait List" button next to the trip on the Reservations page. Or call us and we will gladly add your name to the waiting list for you. There is no commitment on your part if you add your name to the waiting list and then decide not to go when a spot opens up. No payment or deposit is required to add your name to the waiting list. You will receive an automatic email notification if a seat becomes available due to a cancellation.
Q. When can I expect to know if I will have a seat on a tour that I have been wait listed for?
A. Unfortunately we will not be able to tell you when you will be notified. Once you are on the waitlist availability only occurs if we receive a cancellation from an already booked customer. Typically, people will cancel ahead of the cancellation deadline for each tour, this cancellation can be found on the tours details page. We occasionally will see cancellations after this date as well but they cannot not be guaranteed.
A. Add your name to the waiting list for that trip by clicking on the "Wait List" button next to the trip on the Reservations page. Or call us and we will gladly add your name to the waiting list for you. There is no commitment on your part if you add your name to the waiting list and then decide not to go when a spot opens up. No payment or deposit is required to add your name to the waiting list. You will receive an automatic email notification if a seat becomes available due to a cancellation.
Q. When can I expect to know if I will have a seat on a tour that I have been wait listed for?
A. Unfortunately we will not be able to tell you when you will be notified. Once you are on the waitlist availability only occurs if we receive a cancellation from an already booked customer. Typically, people will cancel ahead of the cancellation deadline for each tour, this cancellation can be found on the tours details page. We occasionally will see cancellations after this date as well but they cannot not be guaranteed.
Payment Methods
Q. What payment methods do you accept?
A. Payment is required in advance. You are welcome to pay us using any of the following methods:
A. Payment is required in advance. You are welcome to pay us using any of the following methods:
- Credit card (Visa, Mastercard, Amex)
- Email money transfer (Please ask for details)
- Cash deposit in person at any branch of RBC (Please ask for details)
