Customers With Disabilities

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;
  • eating;
  • 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.

Service Animal
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.

Hearing-Impaired

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.

Sight-Impaired

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.

Conditions
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.

Mobility-Impaired

Personal Mobility Scooters:
Greyhound Canada is proud to welcome eligible scooter passengers using a personal mobility scooter at major company locations and 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.
 
Definitions:
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
Loading Procedures:
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 ramp.

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 traveling individually.

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.

Training
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.
Feedback process
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
https://www.greyhound.ca/en/CustomerAssistanceRequest.aspx

Telephone
1-877-GO-DOG-GO (1-877-463-6446)
Open 7:00 a.m.-7:00 p.m., Central time zone, Monday-Friday

Mail
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.