Customer Service

We are aware that the progression of the coronavirus (COVID-19) can raise questions for our passengers, therefore, our teams closely monitoring the situation.

On March 29, we will temporarily suspend the Orléans Express interurban service following the COVID-19 pandemic. For all refund requests, please contact our customer service at 1-833-449-6444 or through the “contact us” section.

Preventive measures

The safety of our passengers and employees is a top priority for us.

Although we already comply with a rigorous maintenance and cleaning process for our coaches fleet, we would like to inform you that each vehicle is meticulously maintained by our cleaning teams. We will strengthen it if the situation requires.

In the stations, antiseptic products will be made available to our passengers.

Passengers with symptoms may be refused access to buses to protect everyone’s health. At that moment, tickets will be 100% refundable and would be modified.

Suspension of service. We took the decision to suspend our services temporarily to reduce the risk of exposure to our customers and drivers. For the concerned departures, you will be able to benefit from a full refund depending on the payment method you have used.

 

Travel advisory

Have you already bought your ticket?

All tickets (FLEX or PROMO) bought for travel before April 30th, would be modified free of charge until April 30th, 2020.

If you had already bought tickets for travel after April 30th, modification policies remain the same as normal.

 

Do you want to buy a ticket?

You can make your reservation with confidence! All tickets purchased (FLEX or PROMO) for travel before April 30th, would be modified free of charge until April 30th, 2020.

If you had already bought tickets for travel after April 30th, modification policies remain the same as normal.

How can I modify my ticket?

 

  • online, log into your client account and click on the Modify my ticket button
  • by contacting the Client Service at 1-833-449-6444 (Toll Free)
  • through the online Contact Form
  • in person, by visiting an Orléans Express agency

 

For more information : https://www.orleansexpress.com/fr/support/echange-et-remboursement/modification-de-billet/

Can I get a refund

Refund policies are not currently impacted by the situation.

 

If you bought a ticket for which the journey was canceled, you can now be refunded with the help of our customer service reachable at 1-833-449-6444.

Reminder on the practices to apply

In order to avoid the spread of the virus, it is recommended to practise frequent hand hygiene and coughing/sneezing etiquette.

To find out about all the advice that can help reduce the risk of infection, click here.

Useful resources

We encourage our customers to stay informed about the facts surrounding COVID-19 and recommend the following links to qualified authorities:

The Public Health Agency of Canada. Read more

INSPQ – Public health expertise and reference centre. Read more

TALK TO AN AGENT

Toll-free at 1-833-449-6444
7 days a week from 9 a.m. to 6 p.m.


Chat with us
7 days a week from 9 a.m. to 6 p.m.

COVID-19 services

Starting March 26, we will operate on reduced service following the COVID-19 pandemic.