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Mobility-impaired passengers

Boarding assistance

We will gladly greet you and help you board the coach if you travel with your children or if you use a cane, a walker or any other mobility aid. Please arrive at least 30 minutes before departure time, so we can offer you priority boarding.

Attendant

Travel with someone: it’s free!

Do you have to travel with an attendant? If you have a Québec Companion Card or a medical certificate attesting to the fact that you suffer from a permanent handicap and that you cannot travel alone, your attendant can travel with you free of charge. The attendant must be 14 years old and over and must be able to cater to your needs. The French disability card (Carte d’invalidité) that mention the need for an attendant is also accepted.

 

How to obtain a Québec Companion Card?

  • Visit the Bus Carrier Federation website at http://www.federationautobus.com/en, then go to the “User support services” section, and fill in the form.
  • You can also contact the Federation directly at 1 844 476-8181.
  • For more information on our accessible program for passengers with reduced mobility, write to us at [email protected] or call us at 1 888 999-3977.


For passengers with respiratory issues – oxygen tanks are accepted.

Service dogs

Pets are not allowed on board our coaches, but service dogs are permitted because they play an essential role for their owners – we therefore always have space for them.

It is not possible to book a seat for a service dog. Your dog must travel lying on the floor. Once your ticket purchased, we invite you to contact us to request a priority boarding so that we can give you more space if possible, depending on seat availability. The seat next to yours will be the last one to be assigned to another passenger. Unfortunately, we cannot promise that it will remain empty, especially during peak periods where the coach might be full.

 

Travelling in a wheelchair

Orléans Express coaches – accessible to everyone!

Please arrive at least 30 minutes before departure time, so we can offer you priority boarding.

If you travel in a wheelchair, please take the time to identify your need:

  • if you can board by the steps, you are free to travel on the departure of your choice and we will put your wheelchair in the baggage compartment.
  • if you need a lift-equipped coach:
    • You must reserve one at least 3 business days (Monday to Friday) prior to your travel date.
    • Complete the request form (select “Paratransit Services”) or contact our Client Service at 1 888 999-3977.

Your attendant can travel with you free of charge.

Orléans Express has four lift-equipped coaches with anchoring systems for wheelchairs. These vehicles can accommodate two wheelchair passengers at a time and are available on all our network towards any destination we serve (excepting Terrebonne). The bus driver is not authorized to lift a client or their wheelchair nor to carry out any potential injury-related physical effort. Please make sure that your mobility device meets the following specifications:

  • Platform size of our accessible coaches: 47 x 30 inches.
  • Maximum weight: 272 kg (600 lbs), including passenger.
  • In keeping with legal requirements, the driver must use the anchoring system provided by the bus manufacturer since wearing the seat safety belt alone is not sufficient.
  • Wheelchairs and/or scooters must be equipped with anchoring eyelets in order to be safely secured to the coach floor.

Our coaches are not equipped with ramps for storing wheelchairs and/or scooters in the lower baggage compartment.

Request a adapted coach.

Children

Children travelling alone

To travel alone, a child must be at least 8 years old.

In order to ensure the safety of the child, certain conditions must be met. You must complete the form entitled “Document for child travelling alone” when purchasing their ticket and you must present a valid ID that has the name and date of birth of the child.

A child 12 years old and under and travelling alone cannot transfer outside of the Orléans Express network and only a one-way ticket can be bought for them.

For safety reasons, children 12 years old and under and travelling alone cannot board or disembark in cities where Orléans Express does not have a ticket office.

General rules :

  • You must stay with the child until the departure of the coach.
  • A child travelling alone must arrive at the final destination city by 11:00 p.m. at the latest.
  • The departure terminal/agency must be open at least 1 hour prior to departure to allow enough time to buy the ticket and fill in the form.
  • The terminal/agency at the arrival destination must be open when the child arrives.
  • A child cannot travel alone at night, in whole or in part, and in the case of “conditional” departures.
  • The child must carry the completed “Document for child travelling alone” at all times.
  • Children aged 13 can travel alone, without the document, but cannot act as attendant.

 

What to do when a child is travelling alone

  • Arrive early
  • Purchase the child’s ticket at least 30 minutes before departure time and make sure to complete the “Document for child travelling alone” form.
  • Identify the child’s luggage with a name tag indicating their name, address and a telephone number.
  • Board together
  • Choose a seat with your child and locate the bathroom…. and take the time to mention the child’s presence to the driver!
  • You must stay with the child until departure.
  • Keep the child busy during the trip
  • Pack a snack, games and favourite items in your child’s carry-on.  Please make sure these won’t be an inconvenience for other passengers.

Plan for the arrival at destination

Who will be greeting your child? Make sure you call this person to confirm the arrival time of the coach and well as its number.


Also, give your telephone number to your child, just in case.

Young children

You have to buy a ticket for your child even if the child travels on your lap. Our coach seats are not equipped to accommodate infant seats and there are no change tables on board.  Plan to bring a blanket with you so that you can hold your child on your lap during the trip. Please note that not all our coaches are equipped with seat belts yet.

As a safety measure, we prohibit parents – as well all passengers – from walking in the central aisle when the coach is in motion.

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