Frequently Asked Questions - BC Ferries Connector

Tickets & Fares

▸ Fare Types

Adult

Passengers age 19+.

BC Resident Adult

Passengers age 19+ with a valid form of British Columbia ID are eligible for our BC Resident Adult fare. Valid forms of ID are a BC ID, BC Driver’s License, or BC Services Card that must be shown to the driver at check-in.

When booking: Type yes in the ‘Do you have a valid ID’ box if you have a valid BC ID. (The word ‘yes’ is case sensitive and must be lowercase.)

Senior

Passengers age 65+.

BC Resident Senior

Passengers age 65+ with a valid form of British Columbia ID are eligible for our BC Resident Senior fare. This fare is offered in partnership with BC Ferries, who provide BC Resident Seniors with a free ferry fare on certain days of the week (excluding select holidays). Valid forms of ID are a BC ID, BC Driver’s License, BC Services Card or the old BC Care Card (must be the Gold Care Card, as the old Care Cards do not have birth dates on them) that must be shown to the driver at check-in.

When booking: Type yes in the ‘Do you have a valid ID’ box if you have a valid BC ID. (The word ‘yes’ is case sensitive and must be lowercase.)

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 72 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 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.

Post-Secondary Student

Passengers age 19+ with a valid ID for a Post-Secondary Institution are eligible for our Post-Secondary Student fare. A valid student ID (cannot be expired), for a post-secondary institution must be shown to driver during check-in.

When booking: Type student in the ‘Do you have a valid ID’ box if you have a valid BC ID. (The word ‘student’ is case sensitive and must be lowercase.)

Youth

Passengers age 12-18. Please note: 12-year old youths cannot travel unaccompanied by an adult/guardian.

Child

Passengers age 5-11. Children cannot travel unaccompanied by an adult/guardian.

Toddler

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

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.

▸ Rates & Fares

Rates and Fares may vary based on the date/time of travel and the date/time of booking. Please visit our Book Now page for exact pricing and schedules based on your travel information.

▸ Unaccompanied minors

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.

▸ Can I book a round trip to different locations?

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 by clicking the continue shopping button after booking the first part of the trip).

▸ Flexible Tickets

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.

Passengers who bought “Non-Refundable Tickets” prior to November 6th 2022, the Non-Refundable ticket cancellation rules still apply to those tickets.

▸ How do I change the date of travel on a ticket?

Date and Time Changes: 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 date using our self serve feature are available, but there will be a cost associated. A “Transaction Fee” of $5.00 +tax will be charged for all changes and there will also be potential additional charges, if the new ticket is more expensive than the previous one.

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.

Please email our reservation center if you would like assistance with any part of this process, and include the ticket or transaction numbers, the details of your requested changes, and a contact phone number. Reservation Email: reservations@bcfconnector.com

Flexible Ticket Policy:

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.

Passengers who bought “Non-Refundable Tickets” prior to November 6th 2022, the Non-Refundable ticket cancellation rules still apply to those tickets.

▸ How do I change the location of travel on a ticket?

Location Changes: You must email our reservation center before 1pm PST the day PRIOR to the scheduled travel date/time to make a change to your locations. Changes to a similar or more expensive location can be made to the existing ticket, though there will be a cost associated with the change. A “Transaction Fee” of $5.00 +tax will be charged for all changes. 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. Any “Transaction Fees” paid on any of your purchases will not be refunded. Please email our reservation center to request a change of location, and include the ticket or transaction numbers, the details of your requested changes, and a contact phone number. Reservation Email: reservations@bcfconnector.com

Flexible Ticket Policy:

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.

Passengers who bought “Non-Refundable Tickets” prior to November 6th 2022, the Non-Refundable ticket cancellation rules still apply to those tickets.

▸ I bought a ticket with the wrong passenger type; can I change to the correct one?

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 ticket with the correct passenger type, however any transactions fees you have paid will not be refunded. If you are a Flexible ticket holder, and wish to cancel your ticket and rebook with the cheaper fare, please email our reservation center to request a cancellation, and include the ticket or transaction numbers, as well as the details of your cancellation. Reservation Email: reservations@bcfconnector.com

Flexible Ticket Policy:

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.

Passengers who bought “Non-Refundable Tickets” prior to November 6th 2022, the Non-Refundable ticket cancellation rules still apply to those tickets.

▸ How do I cancel my tickets?

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.

Please email our reservation center to request a cancellation, and include the ticket or transaction numbers, as well as the details of your cancellation. Reservation Email: reservations@bcfconnector.com

▸ Where can I purchase tickets in person?

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.

Regular Hours:

Victoria Bus Depot: Capital City Station, 721 Douglas Street, Victoria BC.
Ticket Counter Hours

May-September: Open 06:30am-5:00pm PST.
October-April: Open 08:00am-4:00pm PST.
Victoria Bus Depot will be closed on the following dates: September 30th, 2024; October 4th, 2024; November 11th, 2024; December 25th, 2024; January 1st, 2025.

Payment Types Accepted at Victoria Depot: Debit Card, Credit Card.

Vancouver Bus Depot: Pacific Central Station, 1150 Station Street
Ticket Counter Hours
Open 06:00am-9:30am
Open 11:00am-11:30am
Open 1:00pm-3:30pm

Payment Types Accepted at Vancouver Depot: Cash, Debit Card, Credit Card

Onboard Select BC Ferries Sailings

Drivers sell walk-up tickets on the ferry on a “first come, first served” basis during the first 30min of sailing only. Our buses are only travelling on the Tsawwassen/Swartz Bay ferries and are not travelling on all sailings.

Please contact us by email at reservations@bcfconnector.com to confirm that the ferry you are travelling on will have a bus, and what to do with luggage, before making any travel arrangements.

▸ Can you pickup passengers onboard the ferry?

Yes. We do offer a service to meet passengers onboard select BC Ferries Sailings, both reservation and walkup.

*Important Note: Our bus service only runs on specific ferry sailings on the Tsawwassen-Swartz Bay-Tsawwassen Ferry Route and on-board seats are limited. If you have any questions regarding booking, what to do with luggage, or which ferry sailing you should be on, please email us at reservations@bcfconnector.com for assistance.*

Tsawwassen – Meet Driver/Bus on Ferry:

• Make a reservation for the ‘From location’ of Tsawwassen and the ‘Pickup location’ of Tsawwassen – Meet Bus and Driver Onboard the Ferry.
• Reservation is for a specific departure and sailing. The pickup time listed for this stop is the sailing time.
  • Example: 11:00 pickup would mean you need to be on the 11am sailing.
  • Example: 17:00 pickup would mean you need to be on the 5pm sailing.
• Ferry Ticket not included.
• You must purchase a ferry ticket for the correct sailing from Tsawwassen to Swartz Bay from the BC Ferries foot-passenger desk at the Tsawwassen ferry terminal.
• Board the ferry for your sailing as a foot passenger.
• You must check in with the bus driver at their desk on the passenger desk of the ferry within the first 30 minutes of sailing.

*Important Note: Our bus service only runs on specific ferry sailings on the Tsawwassen-Swartz Bay-Tsawwassen Ferry Route and on-board seats are limited. If you have any questions regarding booking, what to do with luggage, or which ferry sailing you should be on, please email us at reservations@bcfconnector.com for assistance.*

Swartz Bay – Meet Driver/Bus on Ferry:

• Make a reservation for the ‘From location’ of Swartz Bay and the ‘Pickup location’ of Swartz Bay – Meet Bus and Driver Onboard the Ferry.
• Reservation is for a specific departure and sailing. The pickup time listed for this stop is the sailing time.
  • Example: 11:00 pickup would mean you need to be on the 11am sailing.
  • Example: 17:00 pickup would mean you need to be on the 5pm sailing.
• Ferry Ticket not included.
• You must purchase a ferry ticket for the correct sailing from Swartz Bay to Tsawwassen from the BC Ferries foot-passenger desk at the Swartz Bay ferry terminal.
• Board the ferry for your sailing as a foot passenger.
• You must check in with the bus driver at their desk on the passenger desk of the ferry within the first 30 minutes of sailing.

*Important Note: Our bus service only runs on specific ferry sailings on the Tsawwassen-Swartz Bay-Tsawwassen Ferry Route and on-board seats are limited. If you have any questions regarding booking, what to do with luggage, or which ferry sailing you should be on, please email us at reservations@bcfconnector.com for assistance.*

Walkup Tickets

Drivers sell walk-up tickets on the ferry on a “first come, first served” basis during the first 30min of sailing only. Our buses are only travelling on the Tsawwassen/Swartz Bay ferry routes and are not travelling on all sailings.

Please contact us by email at reservations@bcfconnector.com to confirm that the ferry you are travelling on will have a bus, and what to do with luggage, before making any travel arrangements.

▸ Can I purchase, amend, or cancel tickets over the phone?

Yes, the BC Ferries Connector does answer inquiries and allow ticket purchase (credit card or debit visa card only), over the phone.

Please note that our phone lines can get busy at times, and you may to need to leave us a voicemail with your name, phone number, and a short message describing your inquiry. Our staff will return voicemails as soon as possible, and in the order received. We highly recommend making bookings tickets through our website instead of over the phone whenever possible, as well as checking out the Frequently Asked Questions page on our website for basic luggage, accessibility, and purchase inquiries.

If you are looking for information, want to make a cancellation or amendment, or wish to make a booking over the phone, we recommend you call us a minimum of 3 days in advance of the date you are supposed to travel, to allow time for us to return your call and assist you prior to your travel date. If you are calling about travel that has already been purchased, have your transaction number available and ready to tell the reservations staff. For those calling us from outside North America, we are unable to call back international phone numbers, so we recommend sending us an email instead of leaving a voicemail in that case. Our reservations phone number is 1-888-788-8840, select line #1 for scheduled services, and then line #1 again for the BC Ferries Connector.

Phone Hours:

• May-September: Open 06:30am-4:45pm PST.
• October-April: Open 08:00am-3:30pm PST.
• Phone reservations and inquires are NOT available on the following dates: September 30th, 2024; October 4th, 2024; November 11th, 2024; December 25th, 2024; January 1st, 2025.

Accessibility

▸ Wheelchair Accessibility

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.

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

▸ Mobility Aids

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: reservations@bcfconnector.com

▸ Motorized Scooters

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: reservations@bcfconnector.com

▸ Disabled Passenger Fare

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 BC Ferries Accessible Fare Identification (AFI) 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: reservations@bcfconnector.com

▸ Travel Assistance Program (TAPS) 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 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: reservations@bcfconnector.com

Baggage

▸ Can I bring a checked bag?

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 43.5 cm x 33 cm x 15.5 cm or 17” x 13” x 6”]. Please note that bus overhead bins are smaller than airline overhead bins, so the dimensions of a standard airline sized carry-on bag would not fit in an overhead bin onboard the bus, if your carry-on is too big to fit overhead, we will store it underneath the bus with checked baggage during travel. Additional checked baggage, specialty and oversize baggage can be accepted for an additional fee with a pre-reservation.

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 43.5 cm x 33 cm x 15.5 cm or 17” x 13” x 6”] will be accepted at these stops. Please read the ‘Can I bring a checked bag’ FAQ and the “Prohibited and restricted baggage’ FAQ for more details about specific baggage rules for specialty/oversize baggage prior to booking. 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.

Luggage Type (per passenger)	Dimensions and Restrictions per piece	Weight per piece	Fee per piece
Carry On Personal Item	43.5 cm x 33 cm x 15.5 cm (17" x 13" x 6")	20 lbs or less	NO FEE
Checked Luggage (1st Piece)	61 cm x 61 cm x 114 cm (24" x 24" x 45")	50 lbs (Max) Overweight luggage is not accepted.	NO FEE
Additional Checked Luggage (Over 1 piece)	61 cm x 61 cm x 114 cm (24" x 24" x 45") Reservation Recommended.	50 lbs (Max) Overweight luggage is not accepted.	$10.50 per additional bag
Overweight Luggage - Passenger is responsible for reducing weight of luggage.	Weight of luggage must be reduced before it can be loaded. No Exceptions.	50 lbs (Max) Overweight luggage is not accepted.	Overweight luggage is not accepted. Passenger is responsible for reducing weight of luggage before it can be loaded. No Exceptions.
Oversize Luggage	Baggage over: 61 cm x 61 cm x 114 cm (24" x 24" x 45") Maximum length: 7foot 9inches (7'9"). Reservation Recommended.	50 lbs (Max) Overweight luggage is not accepted.	$15.75 per bag.
Bicycles	Must be in a proper bag or box to be accepted. Reservation Recommended.	50 lbs (Max) Overweight luggage is not accepted.	$42.00 per bike.
Golf Clubs	Must be in a proper bag or box to be accepted. Reservation Recommended.	50 lbs (Max) Overweight luggage is not accepted.	$12.60 per set.
Snowboards or Skis	Must be in a proper bag or box to be accepted. Reservation Recommended.	50 lbs (Max) Overweight luggage is not accepted.	$15.75 per board or pair.
Surfboards	Must be in a proper bag or box to be accepted. Maximum length: 7foot 9inches (7'9"). Reservation Recommended.	50 lbs (Max) Overweight luggage is not accepted.	$31.50 per surfboard.

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. We reserve the right to deny boarding to passengers with baggage that weighs more than the weight limit of 50lbs

▸ Can I bring an Oversize Bag, Bicycle, Golf Clubs, Surfboard, Skis, or Snowboard?

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. Please read the ‘Can I bring a checked bag’ FAQ and the ‘Prohibited and restricted baggage’ FAQ for more details about specific baggage rules for specialty/oversize baggage prior to booking.

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. We reserve the right to deny boarding to passengers with baggage that weighs more than the weight limit of 50lbs

▸ Prohibited and Restricted Baggage

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. Must be contained in a proper box or bag.
• 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 over the weight of 22.5kg/50lbs is NOT accepted on any service and must have its weight reduced before it can be transported.

Please read the ‘Can I bring a checked bag’ FAQ and the ‘Can I bring an Oversize Bag, Bicycle, Golf Clubs, Surfboard, Skis, or Snowboard?’ FAQ for more details about normal baggage rules, as well as specific baggage rules for specialty/oversize baggage, prior to booking.

▸ Can I send a bag or box on the bus with no passenger?

No. We cannot take items without passengers accompanying them.

▸ Baggage Claims and Liability

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.

▸ Is there anywhere I can store my luggage during the day in the city of Victoria?

Capital City Station (Victoria Bus Depot), offers secure luggage storage at it’s location: 721 Douglas Street, Victoria BC.

Luggage Storage Prices:

• Half Day (up to 4 hours): $5.00 per bag
• Full Day (opening to closing): $10.00 per bag
• Overnight: Additional $10.00 per bag

Luggage storage is the same price regardless of the size of bag. A full-sized luggage and a small personal carry-on would be the same price regardless of size. The only exception would be extremely large objects such as Large sports equipment, Surfboards, etc. which will be looked at on a case-by-case basis depending on storage space available that day, and may have an additional charge in order to accommodate storage.

Do I need to be a bus passenger to store my luggage?:

No, the station is happy to store luggage for customers even if they aren’t taking a bus that day.

The station cannot store the following:

• Illegal Goods
• Living Plants or Animals
• Food or Perishable Goods
• Cash & Securities
• Firearms, Munitions, or Explosives
• Toxic, Polluted, or Contaminated Goods

Hours of Operation:

Luggage storage is available during the hours of operation for the Capital City Station. See the FAQ called “Where can I purchase tickets in person?” further up the page in the tickets section, to see the current hours for the Victoria Bus Depot – Capital City Station.

Customer Accounts

▸ Do I already have an account?

If you have made a purchase on the BC Ferries Connector, VI Connector, Tofino Bus, YYJ Airport Shuttle, or Mount Washington Ski Bus since April 1st 2020, an account would have automatically been created for you.

▸ What can I do with my account?

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.

▸ How do I access an account that has already been created by a purchase?

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. Select the password reset link in that email and set your password.

▸ How do I create an account if I do not have one yet?

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 your customer number. (You can switch to email log-in by selecting the option in your profile once you are logged in).

▸ How do I login to my account?

First-Time Logging-In:

If you are logging in to your account for the first time since you created it, you will need to use your Customer # as the login, and enter your password.

Logging-In with Email Address:

If you would like to login with an email address instead of your Customer #, you must first turn on that option inside your account. Until you have turned on the option, you must login with your Customer #.

1. Login to your account using your Customer #
2. Go to the Menu (Upper right hand corner, looks like a person shaped symbol).
3. Go to Profile
4. Select the ‘Login with Email’ option
5. Save your profile.

▸ How do I make my account login using my email address instead of my customer number?

Logging-In with Email Address:

If you would like to login with an email address instead of your Customer #, you must first turn on that option inside your customer account. Until you have turned on the option, you must login with your Customer #.

1. Login to your account using your Customer #
2. Go to the Menu (Upper right hand corner, looks like a person shaped symbol).
3. Go to Profile
4. Select the ‘Login with Email’ option
5. Save your profile.

Booking Online

▸ Online Booking Guide

Looking for step by step instructions for how to book tickets on our website?

Please use this guide to help make your reservation.

BC Ferries Connector – Online Booking Guide

▸ What do I type in the valid ID box?

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.

▸ Can I book tickets on behalf of someone else?

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.

▸ Can I get dropped off or picked up at a location that is not in your list?

No. We are not allowed to make any exceptions.

▸ Do you offer service to/from Duke Point or the Gulf Islands?

Yes, we offer limited service to/from Duke Point and the Gulf Islands.

Arriving from Duke Point or Southern Gulf Islands via Tsawwassen (going to Downtown Vancouver, Select Hotels, YVR, or Cruise Terminal):

• Reservation Required. No Walkup Tickets available.
• Ferry Ticket NOT included.
• Duke Point Passengers: You must purchase a ferry ticket from Duke Point Ferry Terminal to Tsawwassen Ferry Terminal from the BC Ferries Foot Passenger Desk at Duke Point.
• Gulf Islands Passengers: You must purchase a ferry ticket from your Ferry Terminal to Tsawwassen Ferry Terminal from the BC Ferries Foot Passenger Desk at your starting ferry terminal.
• Passenger must choose the ferry sailing that will allow them to arrive at Tsawwassen Ferry Terminal to meet our bus at the pickup time we have listed for our service. Our bus will not be on the ferry, and the passenger will travel as a foot passenger to Tsawwassen.
• Passenger will disembark their Ferry by walking off the ferry, and then proceed to Berth 3 to take the stairs or elevator to ground level. Look for the BC Ferries Connector, Wilson’s, or Universal Coach Lines Bus that will arrive there to meet you. DO NOT EXIT AT THE REGULAR PASSENGER EXIT! The stairs and elevator at Berth 3 are the ONLY way to get to where our bus is parked, we do not stop at the regular exit.
• Passenger will board our bus and be taken to their final destination.

Going to Duke Point or Southern Gulf Islands via Tsawwassen (Pickup at Downtown Vancouver, Select Hotels, YVR, or Cruise Terminal):

• Reservation Required.
• Walkup Tickets available at Vancouver Bus Depot only.
• Passenger is responsible for checking to make sure that there is an available sailing to Duke Point or the Gulf Islands before purchasing one of our tickets.
• Driver will get a separate ferry boarding pass for the passenger when checking through the pay booth at Tsawwassen Terminal. Ticket will be for the next available sailing for their chosen destination.
• Driver will then drop off the passenger at Berth 3 where they would walk or take the elevator up to the walkway to their appropriate berth for Duke Point or the Gulf Islands. Passenger will walk onto their ferry as a foot passenger.

Going to Fulford Harbour on Salt Spring Island via Through-fare (Pickup at Downtown Vancouver, Select Hotels, YVR, or Cruise Terminal):

• Reservation Required.
• Walkup Tickets available at Vancouver Bus Depot only.
• Passenger is responsible for checking to make sure that there is an available sailing to Fulford Harbour from Swartz Bay Terminal before purchasing one of our tickets.
• This stop involves 2 ferry trips. One ferry trip from Tsawwassen to Swartz Bay followed by another ferry trip from Swartz Bay Terminal to Fulford Harbour on Salt Spring Island.
• Driver will get a through-fare boarding pass for Tsawwassen-Swartz Bay-Fulford, which the customer will pick up from the driver when disembarking from the bus on-board the ferry from Tsawwassen to Swartz Bay.
• The passenger will not re-board the bus on the Tsawwassen-Swartz Bay ferry, and will walk off the ferry at Swartz Bay Terminal as a foot passenger and transfer to the Fulford Ferry also as a foot passenger.

If you have any questions regarding our limited Duke Point and Gulf Islands services, please send us an email at: reservations@bcfconnector.com 

▸ Why do I only see Vancouver Hotels on certain Departures?

Vancouver Hotels are only offered on limited departure times, they are not available on every departure. Pre-reservation required.

Vancouver Hotel Pickups: (Morning only)
– October to April: 08:15am only
– May to September: 08:15am and 10:15am only

Vancouver Hotel Drop Offs: (Afternoon only)
– October to April: 15:45pm only
– May to September: 15:45pm and 17:45pm only

▸ It is telling me there is no schedule available, what do I do?

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.
• The locations you have selected might be one-way only locations and not be available for round-trip travel. Specifically, the Swartz Bay, Tsawwassen, Douglas & Yates, Douglas & Discovery, and the Hwy 17 at Hwy 10 (Trunk Road) locations, can only be used for one-way trips.
• Trying to select ‘Vancouver’ and any location on Vancouver Island that is not either ‘Victoria’ or ‘Victoria Hotels’ will not work as we do not have any buses that can make that connection. We recommend travelling independently on the BC Ferries from Horseshoe Bay in Vancouver, over to Departure Bay in Nanaimo, and then booking a bus ticket with us from Nanaimo to your intended destination.
• 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 email us at reservations@bcfconnector.com for further assistance.

▸ I cannot get past the trip page, what do I do?

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

▸ I cannot get past the passenger details page, what do I do?

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.

Additional Information

▸ Am I required to wear a mask or face covering?

Face coverings are not required but some passengers may be more comfortable wearing one. Buses are loaded at full seating capacity and passengers may be seated beside each other. Passengers should be respectful of everyone’s personal space and practice good hygiene, like frequent hand washing.

▸ Can I bring my pet on-board?

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.

▸ Are there Seatbelts/Restraints on the vehicles?

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.

▸ Do I need to bring Child Restraint Systems/Car Seats for my child?

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.

▸ What if my flight is delayed?

BC Ferries Connector departs at the time scheduled and does not wait for missing passengers or late flights at Vancouver (YVR) Airport. If you miss your scheduled departure, please email our staff at reservations@bcfconnector.com and switch to a subsequent departure.

▸ Is there parking?

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.

▸ I lost something on the bus, who do I contact?

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.

▸ Do you have any special offers?

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.

Travel Disclaimer

No smoking or vaping is permitted on any of The Company’s buses.

Please be considerate to your fellow passengers. Unruly or disruptive behaviour 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.

Online reservation booking is safe, secure and convenient.

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