FAQ’s

Adult

Passengers age 13+.

Disabled Passenger

Passengers with certain forms of disability ID are eligible for our Disabled Adult and/or Disabled Child Fare. The disability ID must be either a valid CNIB (Canadian National Institute for the Blind), or DSI (BC Ferries Disability) card to show the driver during check-in. Passengers with the correct ID are allowed one companion who can receive the reduced fare as well. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center at least 48 hours in advance of when you wish to travel, to allow one of our reservation agents to contact you and arrange this fare.

Travel Assistance Program (TAPS)

Passengers who have been issued a Travel Assistance Program (TAPS form) from Health BC are eligible for our TAPS fare. The pass must be signed by a doctor and completely filled out by the passenger (including the confirmation number), in order to give to the driver when boarding. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center at least 48 hours in advance of when you wish to travel, to allow one of our reservations agents to contact you and arrange for this fare.

Child

Passengers age 5-12. Children cannot travel unaccompanied by an adult/guardian over the age of 19.

Toddler

Passengers age 0-4 with seat assignment. Toddlers cannot travel unaccompanied by an adult or guardian over the age of 19.

Child Seats for Toddlers/Children:

Children weighing up to 18 kg (40 lbs.) who board a seatbelt equipped vehicle are required to ride in an approved CMVSS car seat supplied by the child’s parent or caregiver, and be secured to the vehicle using the seatbelt (lap belt). Children over 18 kg (40 lbs.) are required to use the lap belt restraint system; however, booster seats are not to be used with only a lap belt restraint system. In the event a passenger brings a car seat and the vehicle is not equipped with seatbelts or restraints, The Company will store the car seat with the checked luggage for no charge. Visit the ICBC website for specific details on child car seats. ICBC Website: https://www.icbc.com/brochures/Pages/child-car-seats.aspx

It is the responsibility of the child’s parent/caregiver to provide car seat(s) where required. The Company is not responsible for supplying car seats, nor can The Company guarantee compatibility of any car seat with its vehicles, if equipped with seatbelts/restraints.

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.

No. Round trips must be to/from the exact same locations each way. If you would like to book a trip that has different locations on the return, you would need to book your trip as two different one-way trips. (You can book multiple one-way trips on the same transaction).

Flexible Tickets are refundable, and changes to date and time are available.

Changes to a similar-priced or more expensive location are available, but there will be a cost associated. A “Transaction Fee” of $5.00 +tax will be charged for all changes.

Changes to a cheaper location or to the passenger type are not available, though you do have the option of cancelling/refunding your current ticket and purchasing a new ticket with the new details you want. (“Transaction Fees” will not be refunded).

Changes must be made at least 2 hours prior to scheduled departure time.

Refunds are available on unused tickets if requested before 1pm PST the day PRIOR to the scheduled travel date/time.

In the event of a cancellation and refund, any “Transaction Fee” of 5.00 +tax that was applied to any of your purchases will NOT be refunded.

Flexible Ticket: For those passengers who have purchased Flexible Tickets, 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:

1. Go to your confirmation Email.
2. Click the blue ‘Click here’ link in your confirmation email next to the ticket you wish to change.
3. Enter the new date and time.

Can’t find your confirmation email? No Problem! Try these instructions instead:

1. Select Change Ticket
2. Manually enter your ticket number
3. Manually enter the last name of the passenger (as spelled on the ticket, case-sensitive)
4. Enter new date and time.

Non-Refundable Ticket: You must email our reservation center at least 3 hours prior to your scheduled departure time to make a change to your date or time. Please email our reservation center to request a date/time change, and include the ticket or transaction numbers, as well as the details of your changes. Reservation Email: info@tofinobus.com

Flexible Ticket: You must email our reservation center at least 3 hours prior to your scheduled departure time to make a change to your date or time. Changes to a similar or more expensive location can be made to the existing ticket, though there may be a cost associated with the change. Changes to a cheaper location are not available, but passengers are welcome to cancel their ticket and book a new one with the cheaper location. Cancellation fee will apply. Please email our reservation center to request a location change, and include the ticket or transaction numbers, as well as the details of your changes. Reservation Email: info@tofinobus.com

We are unable to change the passenger type once a ticket has been purchased.

Passengers who bought Flexible tickets are welcome to cancel the ticket and book a new one with the correct passenger type, however Cancellation Fee will apply. Please email our reservation center to request a cancellation, and include the ticket or transaction numbers, as well as the details of your changes. Reservation Email: info@tofinobus.com

Flexible Ticket: Flexible Tickets are refundable, and changes to date and time are available.

Changes to a similar-priced or more expensive location are available, but there will be a cost associated. A “Transaction Fee” of $5.00 +tax will be charged for all changes.

Changes to a cheaper location or to the passenger type are not available, though you do have the option of cancelling/refunding your current ticket and purchasing a new ticket with the new details you want. (“Transaction Fees” will not be refunded).

Changes must be made at least 2 hours prior to scheduled departure time.

Refunds are available on unused tickets if requested before 1pm PST the day PRIOR to the scheduled travel date/time.

In the event of a cancellation and refund, any “Transaction Fee” of 5.00 +tax that was applied to any of your purchases will NOT be refunded.

Walk-Up Tickets

Walk-up tickets for same day travel and pre-reservation tickets for future travel are both available in person at our bus depots during specific time periods.  Please note that these in-person times are limited, so we do recommend pre-reserving your tickets online whenever possible. Credit card, and debit card purchase are available at these locations.

Victoria Bus Depot: Capital City Station, 721 Douglas Street, Victoria BC.
Ticket Counter Hours
Open from 09:00am-09:45am
Open from 1:15pm-1:45pm
Open from 3:00pm-3:45pm

Vancouver Bus Depot: Pacific Central Station, 1150 Station Street
Ticket Counter Hours
Open from 06:00am-10:00am
Open from 2:30pm-3:30pm

Walk-Up Tickets from Driver

Walk-up Tickets are available from the driver when he pulls up for a scheduled departure at select stops. These tickets are available for purchase with Credit card or debit VISA/debit MasterCard only. Cash walkup tickets are not available from the driver. Passengers will be served on a “first come, first served” basis and are NOT guaranteed a seat. Walkup tickets are full-price and no discounts apply. For our discounted fares, please pre-reserve online.

Ucluelet Fraser Lane: *This is a walk-up to Driver location*
Stop is located at the bus stop on the corner of Fraser Lane and Main Street. Bus will pull up to the stop on Fraser Lane. Same stop both directions of travel

Tofino Co-op Parking Lot: *This is a walk-up to Driver location*
Stop is located in the parking lot of the Tofino Co-op, next to the old Tofino bus depot, and across the street from the Schooner Motel. (346 Campbell Street, Tofino BC)

Nanaimo Bus Depot/Departure Bay Ferry Terminal: *This is a walk-up to Driver location*
Stop is located at the Nanaimo Bus Depot at the Departure Bay BC Ferries Foot Passenger Terminal. (680 Trans Canada Highway, Nanaimo BC).

Cash ticket purchase is not available for Tofino Bus, the service accepts Credit Card only.

What do I do if I don’t have a credit card?
– Debit Cards with a VISA symbol or MasterCard symbol on them will be accepted by the reservation system and work the same way as a credit card.
– Use cash to purchase a prepaid credit card. These pre-paid cards can be purchased with cash and are available from many grocery stores, retail stores, and gas stations. Prepaid credit cards will be accepted by the reservation system.

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 coach with some assistance; we are able to store the non-motorized mobility aid under the coach for no additional charge. Please select ‘Mobility Aid’ under the ‘Additional Services’ button on the passenger information screen.

For passengers who use motorized scooters and can board the coach with some assistance; we can accommodate the motorized scooter at no additional charge if they are 50lbs or less, and the battery can be removed by the passenger or their companion. Please select ‘Motorized Scooter’ under the ‘Additional Services’ button on the passenger information screen

For passengers who use mobility aids i.e. walkers, foldable wheelchairs, and can board the coach with some assistance; we are able to store the non-motorized mobility aid under the coach for no additional charge. Please select ‘Mobility Aid’ under the ‘Additional Services’ button on the passenger information screen.

Please see Wheelchair and Motorized Scooter FAQs for additional accessibility information.

If you have any additional accessibility related questions, please email our reservation center for assistance. Reservation Email: info@tofinobus.com

For passengers who use motorized scooters and can board the coach with some assistance; we can accommodate the motorized scooter at no additional charge if they are 50lbs or less, and the battery can be removed by the passenger or their companion. Please select ‘Motorized Scooter’ under the ‘Additional Services’ button on the passenger information screen.

Please see Wheelchair and Mobility Aid FAQs for additional accessibility information.

If you have any additional accessibility related questions, please email our reservation center for assistance. Reservation Email: info@tofinobus.com

Disabled Passenger

Passengers with certain forms of disability ID are eligible for our Disabled Adult and/or Disabled Child Fare. The disability ID must be either a valid CNIB (Canadian National Institute for the Blind), or DSI (BC Ferries Disability) card to show the driver during check-in. Passengers with the correct ID are allowed one companion who can receive the reduced fare as well. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center with a request to book a Disability fare (and include a contact phone number), at least 72 hours in advance of when you wish to travel to allow one of our reservations agents to contact you and arrange for this fare.  Reservation Email: info@tofinobus.com

Travel Assistance Program (TAPS)

Passengers who have been issued a Travel Assistance Program (TAPS form) from Health BC are eligible for our TAPS fare. The pass must be signed by a doctor and completely filled out by the passenger (including the confirmation number), in order to give to the driver when boarding. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center with a request to book a TAPS fare (and include a contact phone number), at least 72 hours in advance of when you wish to travel to allow one of our reservations agents to contact you and arrange for this fare.  Reservation Email: info@tofinobus.com

Yes. 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.

Yes. 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 7foot 9inches (7’9″). 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.

Prohibited and Restricted Baggage

It is the responsibility of the traveler to ensure their baggage is allowed to be transported as baggage before traveling on our services. A list of restricted and prohibited baggage is available on our website. If you are unsure if your baggage qualifies as restricted or prohibited baggage, you must contact The Company and inquire if you are allowed to bring that baggage and how it should be transported.

Restricted Baggage

Restricted baggage is allowed to be transported on our bus services under specific conditions.

• Aerosols – Must be less than 1L and can be transported as Checked Baggage only.
• Alcoholic Beverages and Liquors – Can be transported in Checked Baggage only, must be stored securely within checked baggage.
• Sporting Goods – Can be transported as Checked Baggage only.
• Sharp Objects – Can be transported as Checked Baggage only. Exception: Sharp objects such as swords, sabers, meat cleavers, etc., are prohibited and cannot be transported at all.
• Fragile Baggage and/or Baggage worth more than $100.00 – Can be transported provided it is not prohibited baggage, and is following all general, weight, oversize, specialty, and restricted baggage rules. The passenger acknowledges that by choosing to transport fragile baggage or baggage over the value of $100.00, that they are responsible for getting insurance for their baggage for its true value independently (not through The Company) if they wish to have insurance, and The Company is only liable up to its listed maximum liability and is only liable in the event of LOSS ONLY. The Company is under no circumstances liable for any fragile baggage or baggage over the value of $100.00 in the event of damage.

Prohibited Baggage

Prohibited baggage is not allowed on any of our services and will not be transported. Passengers with prohibited baggage will be denied boarding.

• Firearms
• Ammunition
• Explosive Substances
• Flammable Substances
• Radioactive Materials
• Other Dangerous Goods (Chemicals, Aerosols larger than 1L, Compressed Gas, Swords, Meat Cleavers, Sabers, Fuel, etc.)
• Martial Arts and Self Defense Items
• Any article, Material, or substance the possession of which or the transportation of which is unlawful or controlled.

Baggage liability in the event of loss or damage is limited to a maximum of $100.00 per traveler for travelers over the age of 11 and is limited to a maximum of $50.00 per traveler aged 11 and younger. Loss or damage to baggage must be reported within ten (10) days after the date of travel.

No. We cannot take items without passengers accompanying them.

If you have made a purchase on the VI Connector & Tofino Bus since April 1st 2020, an account would have automatically been created for you.

Customer accounts can be used to keep track of all your purchases and travel information, any unused bundles or passes, re-print or access any lost tickets, and save yourself time filling out passenger and purchaser information when making new bookings.

Send an email to reservations@gowilsonsgroup.com let us know the first name, last name, email address, and phone number you used when you made your purchase, and our staff will go into your account and send you an activation email.

1. Go to the booking section of our website
2. Select the Sign-In button
   
3. Select the Register Button
   
4. Fill in the required information
5. Go to your email and click the link. (Link expires after 6 hours).
   
6. Select the Sign-In button again
7. Log-in using either your email or customer number

The explanation paragraph under the ‘Do you have a valid ID?’ box tells you what to type in the box in the last sentence of the explanation. Phrase is Case Sensitive and punctuation! sensitive. Please read the entire explanation.

Yes. Put the information of the person travelling in the ‘passenger information’ section, (this is what the driver will see for checking them in). Make sure to inform them of any rules, restrictions, or IDs they need to know about or have with them before they travel. The ‘Customer Information’ is the information for the person paying. They person paying is also the one who will receive any communications from The Company.

No. We are not allowed to make any exceptions.

There are several possibilities.

• Check out our Schedules page to make sure the route you want is operating on the day in question
• Certain locations are not currently available but still appear in the drop-down list.
• The combination of locations you are selecting might not be available due to schedules not lining up.
• Nanaimo – Woodgrove Mall location is only available for trips going to or from locations that are North of the city of Nanaimo. The Woodgrove Mall stop is not available if you are going to or from locations that are south of the city of Nanaimo.
• Nanaimo – Port Place location is only available for trips going to or from locations that are South of the city of Nanaimo. The Port Place stop is not available if you are going to or from locations that are north of the city of Nanaimo.
• If none of the above options work, please phone us at 1-866-986-3466, or email us at info@tofinobus.com for further assistance.

Select the ‘show prices’ button next to the departure you want. Then select the circle next to the Fare Class you want to buy.

Make sure you have the First Name, Last Name, Email, and Checked Baggage box for all passengers filled out. If you choose a special fare, make sure the Do You Have a Valid ID? Box is filled out correctly.

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.

For the summer 2024 season, Tofino Bus and the VI Connector will be using vehicles that feature onboard washrooms. Tofino Bus will do it’s best to ensure that each vehicle used on the service has an onboard washroom available, however in the event the bus needs to be switched out last minute due to circumstances such as mechanical failure, Tofino Bus cannot guarantee that a replacement vehicle will offer a washroom.

Children weighing up to 18 kg (40 lbs.) who board a seatbelt equipped vehicle are required to ride in an approved CMVSS car seat supplied by the child’s parent or caregiver, and be secured to the vehicle using the seatbelt (lap belt). Children over 18 kg (40 lbs.) are required to use the lap belt restraint system; however, booster seats are not to be used with only a lap belt restraint system. In the event a passenger brings a car seat and the vehicle is not equipped with seatbelts or restraints, The Company will store the car seat with the checked luggage for no charge. Visit the ICBC website for specific details on child car seats.

The Company has a variety of vehicles in its fleet, some of which are equipped with seatbelts/lap restraints. If the vehicle assigned to your trip is equipped with such, it is mandated under the B.C. Motor Vehicle Act that all passengers must wear the provided seatbelts/lap restraints at all times while on board the bus.

While the driver will advise passengers to wear the seatbelts/lap restraints, if equipped, the driver cannot be held responsible for ensuring this is adhered to. By purchasing travel with The Company, you understand and agree that you as the purchaser are responsible for ensuring that you and anyone else you purchase travel for are advised that the use of seatbelts/lap restraints is mandatory. If you, as the purchaser, will not be present for the duration of the trip, you are responsible for assigning a lead passenger among the people travelling, 19+ years of age, who is responsible for ensuring that anyone you purchased travel for are advised that the use of seatbelts/lap restraints is mandatory, and that they use the seatbelts/lap restraints during the trip.

No. Face coverings are recommended, but not required on the service.

VI Connector departs at the time scheduled and does not wait for missing passengers or late flights at Cassidy (YCD) Airport. If you miss your scheduled departure, please phone our staff and switch to a subsequent 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.

If you lose something on a bus, please call Lost & Found at 1-800-567-3288 or email lostandfound@gowilsonsgroup.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.

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.