Terms & Conditions

Weather alert

In case of inclement weather, the Orléans Express dispatch centre may issue a notice of weather alert. A weather alert departure may be delayed; the service may be interrupted while on the road or the trip may be cancelled.

In these cases, you can choose to travel or not.

  • Children cannot travel alone on weather alert departures.
  • Any exchange or refund request must be submitted as soon as possible.

These instructions only apply to tickets issued by Orléans Express and trips carried out on the Orléans Express network.

Before departure

If you decide to travel:

  • Please take into consideration that the departure may be delayed, the service may be interrupted while on the road or the trip may be cancelled.
  • Anticipate and inform people who are waiting for you that you may be late and make sure that you are able to take care of additional expenses (meals, accommodation, missed connection, etc.) if the coach needs to stop along the way.
  • By choosing to travel at this time, you acknowledge to be responsible for any additional expenses that a delay or a service interruption may cause and for any resulting inconvenience.

If you decide not to travel and if your ticket has not been used, you can modify your ticket for a later departure.

  • If your ticket is modifiable, you can modify the date and/or time of your trip in an agency or by calling the Client Service at 1-833-449-6444. If the purchase was made through your client account, you can modify your ticket by simply logging into your account.
  • If your ticket is not modifiable, you can call the Client Service at 1-833-449-6444 or go to the ticket counter and mention that your trip is under weather alert. In this case, a modification is exceptionally permitted.
  • If your ticket is refundable, you can be refunded (minus a 25% administrative fee).
  • If your ticket is refundable, you can ask for a refund. You can get a refund in the agency where the ticket was purchase, by calling the Client Service at 1-833-449-6444 or through the Contact Form.

Two options are available:

  1. If the ticket was purchased through your client account, a credit equivalent to 100% of the ticket value can be credited to your Orléans Express client account.
  2. A refund in Canadian dollars of 75% of the ticket value can be reimbursed (25% administrative fees).

Trip interruption

If you were already on the road when the weater alert notice came out, and if choose not to continue your journey, you can:

  • Modify your ticket for a later departure

You can modify the date and/or time of your trip in an agency or by calling the Client Service and mentioning that your trip is under weather alert. In this case, a ticket modification is exceptionally permitted.

  • Go back to your departure terminal. If you wish to turn back, please visit the agency to buy return trip at your expense.

Trip cancellation

If Orléans Express cancels a departure, you can modify your ticket for a later departure or get a refund.

Ticket modification

  • If your ticket is modifiable, you can modify the date and/or time of your trip in an agency or by calling the Client Service at 1-833-449-6444. If the purchase was made through your client account, you can modify your ticket by simply logging into your account.
  • If your ticket is not modifiable, you can call the Client Service at 1-833-449-6444 or go to the ticket counter and mention that your trip is under ‘’weather alert’’. In this case, an modification is exceptionally permitted

Refund

Please contact our Client Service at 1 888 999-3977 or go to the ticket counter where the ticket was bought and mention that your trip has been cancelled. In case of a trip cancellation, a refund is exceptionally permitted, even for non-refundable tickets (PROMO).