Question 1

How do I buy a Maple Bus ticket?

Accepted Answer

Choose your departure and arrival cities in our search, then pick your date and time on our secure Betterez booking page and follow the prompts to complete your purchase. Our most popular trips are Ottawa to Toronto and Toronto to Ottawa.

Question 2

Do I need to print my ticket?

Accepted Answer

No. Tickets are issued digitally — show the confirmation on your phone when you board.

Question 3

When should I arrive for my bus?

Accepted Answer

Please arrive at your boarding point at least 15 minutes before the scheduled departure time. Late arrivals may be refused boarding.

Question 4

I haven’t received my ticket confirmation email. What should I do?

Accepted Answer

Check your spam or junk folder first, as your email provider may have filtered it. If it isn’t there, contact our customer support team by phone or at info@maplebus.ca and we’ll help you sort it out.

Question 5

What is the ticket cancellation policy?

Accepted Answer

Maple Bus tickets are non-refundable after payment, unless our company cancels the trip due to unforeseen circumstances.

Question 6

Can I change my travel date or passenger details?

Accepted Answer

Yes — you can exchange or reschedule your ticket for a $30 fee per ticket, subject to availability. Contact our customer support team to make the change.

Question 7

What happens if my bus is cancelled or significantly delayed?

Accepted Answer

If we cancel your bus, or a significant delay (4h+) leads to the cancellation of your trip, you’re eligible for a full refund. We’ll notify you as soon as possible and help with alternative travel options.

Question 8

How long does a refund take?

Accepted Answer

Once a refund is confirmed it usually takes 2–5 business days to process. The exact time to reach your account depends on your financial institution.

Question 9

Can I get a refund if I miss my bus?

Accepted Answer

Unfortunately not — your ticket guarantees a seat on a specific departure. Please contact customer support, who may be able to offer rescheduling ($30 per ticket), subject to availability.

Question 10

How much luggage can I bring?

Accepted Answer

One carry-on item is free for every passenger. You can also bring up to two checked bags, at $10 for each checked item.

Question 11

Are there items I can’t bring?

Accepted Answer

We can’t carry furniture or furniture parts, electrical appliances, surfboards, automobile parts or cardboard packaging. Animals are not permitted except small pets in carriers and service animals.

Question 12

Is my luggage insured?

Accepted Answer

Passengers are responsible for their belongings at all times. Maple Bus isn’t liable for loss, theft or damage to personal items or luggage.

Question 13

Can I travel with my pet?

Accepted Answer

Yes — small pets in carriers are welcome. The carrier can be up to 44 × 30 × 30 cm (17.5 × 12 × 12 in), and your pet must stay inside it, on your lap. Please tell us in advance, as space may be limited.

Question 14

Do service animals travel free?

Accepted Answer

Yes. Trained service animals accompany passengers with disabilities at no additional charge. Please give at least 48 hours’ notice before departure so we can make space.

Question 15

What’s on board?

Accepted Answer

Comfortable reclining seats, ample space, climate control, free Wi-Fi and USB charging at every seat. Every bus also carries a first aid kit.

Question 16

Do you offer discounts?

Accepted Answer

Yes — students (valid student ID), children under 8 (car seat required) and seniors aged 50+ (valid ID) save 10%. Discounts are applied at checkout.

Question 17

How much does it cost to reserve an entire bus?

Accepted Answer

Charter pricing depends on your itinerary, distance, trip length and group size. Send your request to our team and we’ll give you precise pricing.

Question 18

Is a driver included with a bus rental?

Accepted Answer

Yes. Each of our bus rental packages includes the services of a professional driver.

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Support topics & policies

Frequently asked questions

Ticket cancellation policy

Service animal & pets policy

Luggage policy

How to book a ticket

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