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.
Jump to:
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 it's 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!
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 it's 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!
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 folding walkers, manual folding wheelchairs or crutches will always be given seats near the front. Please note however that you must be able to get on and off the bus unassisted, by yourself.
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. 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 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 stop at rest areas every 2 to 2.5 hours on all our tours to allow passengers to stretch their legs and use the washroom facilities.
Q. Can I bring food on to 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 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. What types of complimentary snacks are provided on board the bus?
A. Snacks handed out on our buses are things like granola bars, rice krispie squares, potato chips, cookies etc. We recommend that if you have special dietary requirements that you bring your own snacks if you wish.
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.
Bottled water is also provided throughout the trip.
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 folding walkers, manual folding wheelchairs or crutches will always be given seats near the front. Please note however that you must be able to get on and off the bus unassisted, by yourself.
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. 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 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 stop at rest areas every 2 to 2.5 hours on all our tours to allow passengers to stretch their legs and use the washroom facilities.
Q. Can I bring food on to 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 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. What types of complimentary snacks are provided on board the bus?
A. Snacks handed out on our buses are things like granola bars, rice krispie squares, potato chips, cookies etc. We recommend that if you have special dietary requirements that you bring your own snacks if you wish.
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.
Bottled water is also provided throughout the trip.
Rooming Accommodations
Q. I am travelling by myself. How do I get the double occupancy rate?
A. You automatically get the double occupancy rate unless you wish to have your own private room. This means that you will be sharing a room with one other person of the same gender. Each of you will always have your own bed. We guarantee that we will find you a roommate of the same gender. If we are unable to find you a roommate, then we pay your single occupancy supplement.
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.
Q. I wish to have my own private room. Is that possible?
A. Of course. Each tour with an overnight hotel stay has an option for a "Single Occupancy Surcharge" and the price is clearly shown. You simply check the box in your booking or tell the agent over the phone and the surcharge will be added to your trip price and you will have your own private room for the length of the tour.
A. You automatically get the double occupancy rate unless you wish to have your own private room. This means that you will be sharing a room with one other person of the same gender. Each of you will always have your own bed. We guarantee that we will find you a roommate of the same gender. If we are unable to find you a roommate, then we pay your single occupancy supplement.
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.
Q. I wish to have my own private room. Is that possible?
A. Of course. Each tour with an overnight hotel stay has an option for a "Single Occupancy Surcharge" and the price is clearly shown. You simply check the box in your booking or tell the agent over the phone and the surcharge will be added to your trip price and you will have your own private room for the length of the tour.
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 35-60 age group. with the majority in their 40's and 50's. Trips to snow tubing and amusement parks 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 on trips together or on their own. The whole point is to get out of your routine, go on a short 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 so we can allow for some extra space for the animal.
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 35-60 age group. with the majority in their 40's and 50's. Trips to snow tubing and amusement parks 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 on trips together or on their own. The whole point is to get out of your routine, go on a short 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 so we can allow for some extra space for the animal.
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.
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.
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.
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.
Payment Methods
Q. What payment methods do you accept?
A. You are welcome to pay us using any of the following methods:
A. 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)
