1. Do I need a printed ticket to travel with Red Arrow?
2. Do I need ID to travel?
3. Why am I having trouble booking online?
4. Why should I log in?
5. Do you have a Frequent Traveler program?
6. Do I need to book in advance?
7. What information do I need when calling in to book a trip?
8. How far in advance do I need to arrive before my departure time?
9. What if I need to change or cancel my trip?
10. What happens if I miss my departure?
11. Do you offer discounted fares?
12. If I need a ticket at the last minute, can I pay the driver cash?
13. How much luggage am I allowed to take?
14. Can I bring my bicycle?
15. Can I bring my ski/snowboard/golf equipment?
16. Can I bring a car seat on board?
17. May children travel alone on Red Arrow?
18. Are your on-board movies appropriate for all viewers?
19. Do you allow pets?
20. Do you allow smoking on board?
21. Are drugs and alcohol allowed on board the coach?
22. Could I be denied boarding for any reason?
23. Will my luggage be searched?
24. Do you go to West Edmonton Mall?
25. Can I travel on Red Arrow if I require a wheelchair?
26. What forms of payment do you accept?
27. How do I reach customer service?
1. Do I need a printed ticket to travel with Red Arrow?
No, Red Arrow is proud to make every effort to be environmentally friendly and therefore we support a paperless ticket system. Simply check in at least 15 minutes before your departure time with your first and last name. (Please note that you may be asked for ID)
2. Do I need ID to travel?
We require all passengers over the age of 18 to travel with Government Issued photo I.D. or two (2) pieces of valid government-issued non-photo identification with matching names. Passengers without the correct forms of I.D. will be refused travel. If you are eligible for one of our savings programs such as Student rate, Senior’s rate, or AMA, please also have the appropriate ID available.
3. Why am I having trouble booking online?
Red Arrow supports the Address Verification System (AVS), which means the address associated with your credit card must be the same as the address you enter to book a ticket with Red Arrow. Please make sure that the addresses (specifically your postal code) match. Do not repeatedly retry, if the problem persists, please call a Passenger Experience Representative at 1-800-232-1958.
If you are experiencing any other technical difficulty, please email websupport@redarrow.ca Web Support will get back to you on the following working day.
4. Why should I log in?
Logging in (or signing up) for a Traveler Profile will allow for a faster booking experience and will automatically collect Frequent Traveler points to redeem for future free trips. Please check out the Frequent Traveler page for more information.
5. Do you have a Frequent Traveler program?
Yes, by logging in to your Frequent Traveler Profile, you will automatically earn points that can be redeemed for free trips. To become a Frequent Traveler, please register here.
6. Do I need to book in advance?
Our coaches fill up quickly, so we recommend booking in advance for better seat selection options and to guarantee a seat on your preferred departure. Click here to book online or call one of our Passenger Experience Representatives at 1-800-232-1958.
7. What information will I need when calling in to book a trip?
Please have the following information ready when calling to book your trip:
- Date of departure
- Departure city/ticket office
- Destination city/ticket office
- Time of departure
- Credit card
- CT number (for Corporate accounts)
- ID for special rates, if applicable
8. How far in advance should I arrive before my departure time?
Please check-in at least 15 minutes prior to departure.
9. What if I need to change or cancel my trip?
To qualify for a refund or exchange, Red Arrow must be notified at least 30 minutes prior to AM originating departure points and at least 3 hours prior to PM originating departure points.
Remote Locations: For reservations departing from remote locations (Namao, Gibbons, Radway, Boyle, Grassland, Wandering River, Bonnyville, Smoky Lake, St. Albert, Athabasca, Spedden, Deerfoot Inn and Casino, Aldersyde, Fort Macleod, Claresholm) passengers must notify us 30 minutes prior to AM departures and at least 3 hours prior to PM departures from originating ticket office. Ie. Fort McMurray, Edmonton Downtown, Calgary Downtown, or Lethbridge Ticket Office.
Camrose: The Camrose Connector allows cancellations to be made 30 minutes prior to departure time.
Changes made without proper notice are subject to an additional service charge. Cancellations with proper notice will be given a full refund. If you paid by cash or credit, you have 10 days to pick up your refund from the appropriate ticket office.
Please note that all changes and cancellations must be made by phone at 1-800-232-1958.
10. What happens if I miss my departure?
As of November 1, 2019, failure to show up or missing your departure will result in forfeit of full fare.
11. Do you offer discounted fares?
Yes, we offer special rates for children, students, seniors, disabled, military and corporate travellers. We also offer special rates for members of AMA, CAA, AAA, and Canadian and International Hostelling Association members.
Red Arrow also sells Express Packs, which are bundles of tickets at a discounted rate for frequent passengers.
12. If I need a ticket at the last minute, can I pay the driver cash?
Yes, if seats are available, you may pay the driver in cash and hop aboard. Please note that exact change will be required.
13. How much luggage am I allowed to take?
We allow 4 pieces of luggage, including 1 carry-on per person. Effective June 1, 2019, extra pieces may be allowed at $10.00 per piece to a maximum of 6 pieces of luggage total.
Please note that due to enhanced safety measures, carry-on items are restricted to essential items only. This includes water, medications, electronic devices, etc. All carry-on items must be kept in the overhead compartment and cannot be stored underneath the seat. For more information, please see our Luggage Policy.
14. Can I bring my bicycle?
Yes. Bikes may be transported with you while you travel on the coach. Effective June 1, 2019, the fee is $15 and in an effort to protect our passengers' luggage, the bike must be either:
1. Packed inside a cardboard box
2. Wrapped in bubble wrap or a blanket that is securely fastened
15. Can I bring my skis/snowboard/golf equipment?
Yes. Skis, boots and poles must be in a bag or bound together. Snowboards must be in a bag and golf club heads must be wrapped or covered.
These items are considered one (1) piece of luggage and will go toward the 4 piece maximum (including carry-ons). If the items are over and above the 4 piece maximum, they will be subject to an extra luggage charge of $10.00 per piece, effective June 1, 2019 (GST included).
16. Can I bring a child's car seat on board?
A child’s car seat is not required. However, should you wish to seat them in a car seat next to you, will need to purchase an additional seat. Please note that our coaches have either lap belts or 3 point seat belts and may not be compatible with your car seat. If the seat is not being used, it must be placed in the luggage bins beneath the coach.
Children under 2 years of age may sit on an adult’s lap, free of charge. If the child is age 2 or over on day of the trip, a child’s fare must be purchased.
17. May children travel alone on Red Arrow?
Yes. Children of the between the ages of 6 and 12 (inclusive) may travel alone on Red Arrow under our Unaccompanied Child program. Children under the age of 6 must be accompanied by someone 13 years of age or older. An Unaccompanied Child must be booked by phone with a Passenger Experience Representative at 1-800-232-1958. For more information on our Unaccompanied Children program, please click here.
18. Are your on-board movies appropriate for all viewers?
Although all Red Arrow movies are edited for content, some movies may not be appropriate for all viewers. Viewer discretion is advised.
19. Do you allow pets?
Pets are not allowed on board. We will only allow service animals including emotional support animals with proper documentation. Please call a Passenger Experience Representative at 1-800-232-1958 for more information on bringing service animals on board.
20. Is smoking allowed on board?
All Red Arrow coaches are non-smoking.
21. Are drugs or alcohol allowed on board?
Red Arrow has a zero tolerance policy when it comes to alcohol and drugs on board our coaches. No open alcohol or drugs are permitted aboard the coach. Should you be caught with open alcohol on board, you will be required to leave the coach immediately, without refund, and will be banned from future travel with Red Arrow.
22. Could I be denied boarding for any reason?
Yes, Red Arrow reserves the right to deny boarding to passengers. For instance, in compliance with our zero tolerance for drugs and alcohol, any person deemed intoxicated will not be permitted to board and will be refunded their fare.
23. Will my luggage be searched?
Red Arrow reserves the right to conduct baggage checks at any time.
24. Do you go to West Edmonton Mall?
No. The most convenient place to get dropped off is the Ramada Edmonton South. You can then take a bus or taxi to the West Edmonton Mall from there.
25. Can I travel with Red Arrow if I require a wheelchair?
Yes, Red Arrow Motorcoaches are wheelchair accessible. If a wheelchair lift is required, reservations must be made by calling our toll free line (1-800-232-1958) 24 hours before departure. Any changes or cancellations must be made at least 24 hours before departure. Please visit the Accessibility Services page for more information.
26. What forms of payment do you accept?
If you book online or by phone, we accept Debit-Visa, MasterCard, Visa, American Express or pre-paid Visa cards. If you book through one of our ticket offices in person, you are able to use cash, Debit, Debit-Visa, MasterCard, Visa, American Express or pre-paid Visa cards.
27. How do I reach customer service?
For general inquiries, you can contact us through our Facebook page using Facebook messenger.
To reach us by email or to share Customer Service feedback, please contact us at: customerservice@redarrow.ca.
