Terms & Conditions

Ticket Refund and Exchange

Ticket refund

Please refer to the conditions indicated on your ticket to find out if it is refundable or eligible for an account credit.

To get a refund, the portion of ticket to be refunded must be totally unused. A portion of a ticket, refers to the whole one-way and/or the whole return of a ticket. At departure time, the ticket expires automatically and cannot be credited or refunded.

The refund conditions of a ticket bought with a promo code can be different.

The extra baggage fee cannot be eligible for a refund or an account credit.

Refund options

If the ticket is refundable, and if the request is submitted before departure time, you may choose between two types of refund.

  1. You could get an account credit equivalent to 100% of the value of the ticket or of the unused portion of the ticket if you bought the ticket online.
  2. You could get a refund in Canadian dollars of 75% of the value of the ticket or of the unused portion of the ticket (25% administrative fees):
    1. If you bought the ticket online or over the phone with the Client Service, the refund can be credited to the credit card that was used for the purchase.
    2. If you bought the ticket at an agency, the refund can be made by cheque or credited to the credit card that was used for the purchase.

How can I submit a refund request?

  • online, log into your client account and click on the Ask for a refund button
  • by contacting the Client Service at 1 888 999-3977 (Toll Free)
  • through our Contact Form

Ticket modification

Only dates and departure times can be modified. Please refer to the conditions indicated on your ticket to find out if it is modifiable.

To modify a ticket, the portion of the ticket to be modified must be totally unused. By portion of a ticket, we mean the whole one-way and/or the whole round trip. At departure time, the ticket expires automatically and cannot be credited or refunded.

Modifiable ticket

If the ticket is modifiable and if the request is submitted before departure time, it can be modified at no cost. Please note that the modification conditions of a ticket bought with a promo code can be different.

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 1 888 999-3977 (Toll Free)
  • through the Contact Form
  • in person, by visiting an Orléans Express agency

Changing the name of the passenger is not permitted. In this case, the ticket purchased originally must be refunded according to the abovementioned conditions and a new ticket must be purchased.

Lost or damaged ticket

Have you lost your ticket?

  • Did you know that you can board by showing your electronic ticket on your smart phone or mobile app?
  • You can also reprint your ticket from the confirmation email or by logging into your client account.
  • At an agency, an Orléans Express agent can reprint your ticket upon presentation of an ID.

Promo code

A promotional code can be used when purchasing tickets on the Orléans Express network. A promo code cannot be redeemed or converted into cash, and cannot be combined with any other promo code or offer. Only one promo code can be used at a time. You will not receive change or credit, even if the value of the ticket is less than the value of the discount. Unless otherwise stated, tickets purchased with a promo code cannot be modified, are not refundable and not eligible for an account credit.

Extra baggage free

Please note that the extra baggage fee cannot be eligible for a refund or an account credit.