FAQ’s

Adult

Passengers age 19+.

BC Resident Adult

Passengers age 19+ with a valid form of British Columbia ID are eligible for our BC Resident Adult fare. Valid forms of ID are a BC ID, BC Driver’s License, or BC Services Card that must be shown to the driver at check-in.

When booking: Type YES in the ‘Do you have a valid ID’ box if you have a valid BC ID.

Senior

Passengers age 65+.

BC Resident Senior

Passengers age 65+ with a valid form of British Columbia ID are eligible for our BC Resident Senior fare. This fare is offered in partnership with BC Ferries, who provide BC Resident Seniors with a free ferry fare on certain days of the week (excluding select holidays). Valid forms of ID are a BC ID, BC Driver’s License, BC Services Card or the old BC Care Card (must be the Gold Care Card, as the old Care Cards do not have birth dates on them) that must be shown to the driver at check-in.

When booking: Type YES in the ‘Do you have a valid ID’ box if you have a valid BC ID.

Disabled Passenger

Passengers with certain forms of disability ID are eligible for our Disabled Adult and/or Disabled Child Fare. The disability ID must be either a valid CNIB (Canadian National Institute for the Blind), or DSI (BC Ferries Disability) card to show the driver during check-in. Passengers with the correct ID are allowed one companion who can receive the reduced fare as well. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center at least 48 hours in advance of when you wish to travel, to allow one of our reservation agents to contact you and arrange this fare.

Travel Assistance Program (TAPS)

Passengers who have been issued a Travel Assistance Program (TAPS form) from Health BC are eligible for our TAPS fare. The pass must be signed by a doctor and completely filled out by the passenger (including the confirmation number), in order to give to the driver when boarding. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center at least 48 hours in advance of when you wish to travel, to allow one of our reservations agents to contact you and arrange for this fare.

Post-Secondary Student

Passengers age 19+ with a valid ID for a Post-Secondary Institution are eligible for our Post-Secondary Student fare. A valid student ID (cannot be expired), for a post-secondary institution must be shown to driver during check-in.

When booking: Type STUDENT in the ‘Do you have a valid ID’ box if you have a valid BC ID.

Youth

Passengers age 12-18. Please note: 12-year old youths cannot travel unaccompanied by an adult/guardian.

Child

Passengers age 5-11. Children cannot travel unaccompanied by an adult/guardian.

Toddler

Passengers age 0-4 with seat assignment. Toddlers cannot travel unaccompanied by an adult or guardian.

Infant

Passengers age 0-1 sitting on guardian’s lap. This fare can be found in the additional services section on the passenger information page of the booking process and is not listed with the regular fare types. Infants do not get their own seat, if you would like a seat for your infant, please choose the Toddler fare.

Children/Youth/Students must be 13 years of age or older to travel unaccompanied by an adult on any scheduled services. The Company will not be responsible for unaccompanied minors while they are aboard our buses, transferring buses, or aboard the BC Ferries.

Unaccompanied Minors age 13-18 must travel with a photo ID that includes their name and birth date, in order to prove they are of sufficient age to travel alone when checking in with the driver.

Infants (Age 0-1) can travel free of charge if they travel on an adult’s lap. Only one infant can travel in this manner per adult. If you wish to have a seat for your infant, please purchase a toddler fare.

No. Round trips must be to/from the exact same locations each way. If you would like to book a trip that has different locations on the return, you would need to book your trip as two different one-way trips. (You can book multiple one-way trips on the same transaction by clicking the continue shopping button after booking the first part of the trip).

Non-Refundable tickets cannot be cancelled or refunded, and they cannot have their locations changed. No Exceptions for any reason. General Seating is first-come, first-served.

Flexible tickets are refundable, and changes to date and time are available for no additional charge. Changes to a similar or more expensive location are available, but there may be a cost associated. Changes to a cheaper location or to the passenger type are not available. Changes must be made at least 1 hour prior to scheduled travel. Refunds are available on unused tickets up to 15 days after the travel date. General Seating is first-come, first-served.

Flexible Tickets are $5.00+Tax more than a non-refundable ticket.  In the event of a cancellation and refund, the $5.00+Tax will not be refunded.

Flexible Ticket: For those passengers who have purchased Flexible Tickets, Basic date and time changes can be made using our convenient online self-service feature. Changes to location can only be made via email.

How to Change the Date or Time of Departure:

1. Go to your confirmation Email.
2. Click the blue ‘Click here’ link in your confirmation email next to the ticket you wish to change.
3. Enter the new date and time.

Can’t find your confirmation email? No Problem! Try these instructions instead:

1. Select Change Ticket
2. Manually enter your ticket number
3. Manually enter the last name of the passenger (as spelled on the ticket, case-sensitive)
4. Enter new date and time.

Non-Refundable Ticket: You must email our reservation center at least 3 hours prior to your scheduled departure time to make a change to your date or time. Please email our reservation center to request a date/time change, and include the ticket or transaction numbers, as well as the details of your changes. Reservation Email: reservations@bcfconnector.com

Flexible Ticket: You must email our reservation center at least 3 hours prior to your scheduled departure time to make a change to your locations. Changes to a similar or more expensive location can be made to the existing ticket, though there may be a cost associated with the change. Changes to a cheaper location are not available, but passengers are welcome to cancel their ticket and book a new one with the cheaper location. Cancellation fee will apply. Please email our reservation center to request a change of location, and include the ticket or transaction numbers, the details of your cancellation, and a contact phone number. Reservation Email: reservations@bcfconnector.com

Non-Refundable Ticket: Changes to location are not available.

We are unable to change the passenger type once a ticket has been purchased.

Passengers who bought Flexible tickets are welcome to cancel the ticket and book a new ticket with the correct passenger type, however Cancellation fee will apply. If you are a Flexible ticket holder, and wish to cancel your ticket and rebook with the cheaper fare, please email our reservation center to request a cancellation, and include the ticket or transaction numbers, as well as the details of your cancellation. Reservation Email: reservations@bcfconnector.com

Flexible Ticket: Cancellations can be requested on unused tickets up to 15 days after the scheduled travel date. Refunds are available on unused Flexible tickets, but the Cancellation fee will apply. Please email our reservation center to request a cancellation, and include the ticket or transaction numbers, as well as the details of your cancellation. Reservation Email: reservations@bcfconnector.com

Non-Refundable Ticket: Cancellations can be requested on unused tickets up to 15 days after the scheduled travel date. Non-Refundable Tickets are not eligible for any refunds on a cancellation. Please email our reservation center to request a cancellation, and include the ticket or transaction numbers, as well as the details of your cancellation. Reservation Email: reservations@bcfconnector.com

Walk-Up Tickets

Walk-up tickets and pre-reservation tickets are available during the bus depot’s regular Hours of Operation.
Victoria Bus Depot: Capital City Station, 721 Douglas Street, Victoria BC.*
* Important Note: Tickets are currently being sold out of the Capital City Café, next door to the main bus depot.
Nanaimo Bus Depot: Departure Bay BC Ferries Terminal, 680 Trans Canada Highway
Vancouver Bus Depot: Pacific Central Station, 1150 Station Street

Onboard Select BC Ferries Sailings

Drivers sell walk-up tickets on the ferry on a “first come, first served” basis during the first 30min of sailing only. Our buses are only travelling on the Tsawwassen/Swartz Bay ferries and are not travelling on all sailings.

Please contact us by email at reservations@bcfconnector.com to confirm that the ferry you are travelling on will have a bus before making any travel arrangements.

Yes. We do offer a service to meet passengers onboard select BC Ferries Sailings, both reservation and walkup.

*Important Note: Our bus service only runs on specific ferry sailings on the Tsawwassen-Swartz Bay-Tsawwassen Ferry Route and on-board seats are limited. If you have any questions regarding booking, what to do with luggage, or which ferry sailing you should be on, please email us at reservations@bcfconnector.com for assistance.*

Tsawwassen – Meet Driver/Bus on Ferry:

• Make a reservation for the ‘From location’ of Tsawwassen and the ‘Pickup location’ of Tsawwassen – Meet Bus and Driver Onboard the Ferry.
• Reservation is for a specific departure and sailing. The pickup time listed for this stop is the sailing time.
  • Example: 11:00 pickup would mean you need to be on the 11am sailing.
  • Example: 17:00 pickup would mean you need to be on the 5pm sailing.
• Ferry Ticket not included.
• You must purchase a ferry ticket for the correct sailing from Tsawwassen to Swartz Bay from the BC Ferries foot-passenger desk at the Tsawwassen ferry terminal.
• Board the ferry for your sailing as a foot passenger.
• You must check in with the bus driver at their desk on the passenger desk of the ferry within the first 30 minutes of sailing.

*Important Note: Our bus service only runs on specific ferry sailings on the Tsawwassen-Swartz Bay-Tsawwassen Ferry Route and on-board seats are limited. If you have any questions regarding booking, what to do with luggage, or which ferry sailing you should be on, please email us at reservations@bcfconnector.com for assistance.*

Swartz Bay – Meet Driver/Bus on Ferry:

• Make a reservation for the ‘From location’ of Swartz Bay and the ‘Pickup location’ of Swartz Bay – Meet Bus and Driver Onboard the Ferry.
• Reservation is for a specific departure and sailing. The pickup time listed for this stop is the sailing time.
  • Example: 11:00 pickup would mean you need to be on the 11am sailing.
  • Example: 17:00 pickup would mean you need to be on the 5pm sailing.
• Ferry Ticket not included.
• You must purchase a ferry ticket for the correct sailing from Swartz Bay to Tsawwassen from the BC Ferries foot-passenger desk at the Swartz Bay ferry terminal.
• Board the ferry for your sailing as a foot passenger.
• You must check in with the bus driver at their desk on the passenger desk of the ferry within the first 30 minutes of sailing.

*Important Note: Our bus service only runs on specific ferry sailings on the Tsawwassen-Swartz Bay-Tsawwassen Ferry Route and on-board seats are limited. If you have any questions regarding booking, what to do with luggage, or which ferry sailing you should be on, please email us at reservations@bcfconnector.com for assistance.*

Walkup Tickets

Drivers sell walk-up tickets on the ferry on a “first come, first served” basis during the first 30min of sailing only. Our buses are only travelling on the Tsawwassen/Swartz Bay ferry routes and are not travelling on all sailings.

Please contact us by email at reservations@bcfconnector.com to confirm that the ferry you are travelling on will have a bus before making any travel arrangements.

For passengers who require the service of a wheelchair-lift equipped coach, please note that we require reservations and full prepayment AT LEAST 72 hours in advance of the trip. Please select ‘Wheelchair Passenger (Wheelchair-Lift Required)’ under the ‘Additional Services’ button on the passenger information screen.

Please note that The Company has a limited number of wheelchair-lift equipped coaches in its fleet. Also, due to safety considerations, wheelchair-lift services can only be arranged to/from certain locations. If our lift-equipped coaches are not available for the travel locations and times you have selected, The Company will contact the customer to make any necessary adjustments to their trip, such as changing the date and/or departure time of travel, or providing a full refund if The Company cannot meet the customer’s needs.

For passengers who use mobility aids i.e. walkers, foldable wheelchairs, and can board the coach with some assistance; we are able to store the non-motorized mobility aid under the coach for no additional charge. Please select ‘Mobility Aid’ under the ‘Additional Services’ button on the passenger information screen.

For passengers who use motorized scooters and can board the coach with some assistance; we can accommodate the motorized scooter at no additional charge if they are 50lbs or less, and the battery can be removed by the passenger or their companion. Please select ‘Motorized Scooter’ under the ‘Additional Services’ button on the passenger information screen.

If you have any additional accessibility related questions, please email our reservation center for assistance. Reservation Email: reservations@bcfconnector.com

For passengers who use mobility aids i.e. walkers, foldable wheelchairs, and can board the coach with some assistance; we are able to store the non-motorized mobility aid under the coach for no additional charge. Please select ‘Mobility Aid’ under the ‘Additional Services’ button on the passenger information screen.

Please see Wheelchair and Motorized Scooter FAQs for additional accessibility information.

If you have any additional accessibility related questions, please email our reservation center for assistance. Reservation Email: reservations@bcfconnector.com

For passengers who use motorized scooters and can board the coach with some assistance; we can accommodate the motorized scooter at no additional charge if they are 50lbs or less, and the battery can be removed by the passenger or their companion. Please select ‘Motorized Scooter’ under the ‘Additional Services’ button on the passenger information screen.

Please see Wheelchair and Mobility Aid FAQs for additional accessibility information.

If you have any additional accessibility related questions, please email our reservation center for assistance. Reservation Email: reservations@bcfconnector.com

Disabled Passenger

Passengers with certain forms of disability ID are eligible for our Disabled Adult and/or Disabled Child Fare. The disability ID must be either a valid CNIB (Canadian National Institute for the Blind), or DSI (BC Ferries Disability) card to show the driver during check-in. Passengers with the correct ID are allowed one companion who can receive the reduced fare as well. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center with a request to book a Disability fare (and include a contact phone number), at least 72 hours in advance of when you wish to travel to allow one of our reservations agents to contact you and arrange for this fare.  Reservation Email: reservations@bcfconnector.com

Travel Assistance Program (TAPS)

Passengers who have been issued a Travel Assistance Program (TAPS form) from Health BC are eligible for our TAPS fare. The pass must be signed by a doctor and completely filled out by the passenger (including the confirmation number), in order to give to the driver when boarding. This fare type is only available through our reservations center and cannot be booked online. Please email our reservations center with a request to book a TAPS fare (and include a contact phone number), at least 72 hours in advance of when you wish to travel to allow one of our reservations agents to contact you and arrange for this fare.  Reservation Email: reservations@bcfconnector.com

Yes. All baggage must be tagged with an appropriate destination baggage tag and contact information of passenger. The Company assumes no liability for lost, damaged, or stolen baggage. Baggage is the responsibility of the traveler.

Baggage is limited to 2 pieces per traveler, 1 checked bag (22.5 kg/50 lbs or less) up to 61 x 61 x 114cm or 24″ x 24″ x 45″ in size and 1 carry-on personal item (20lbs or less) up to 45.5 x  33 x 20cm or 18” x 13” x 8”. Additional checked baggage, specialty and oversize baggage can be accepted for an additional fee with a pre-reservation. Stops marked ‘Hand Carry-on Bags only’ do not accept any form of checked or specialty baggage, only the 1 carry-on personal item (20lbs or less) up to 45.5 x  33 x 20cm or 18” x 13” x 8” will be accepted at these stops. Baggage over the weight of 22.5kg/50lbs is not accepted on any service and must have its weight reduced before it can be transported.

Yes. Oversize and Specialty baggage will be accepted for transport on a space available basis for an extra charge with a reservation and pre-payment and must be properly contained in a box or bag. Any baggage over the size of 61 x 61 x 114cm or 24″ x 24″ x 45″ is considered oversize baggage. Oversize baggage cannot be longer than 7foot 9inches (7’9″). You may use 1 piece of specialty baggage as your complimentary checked bag provided you are travelling with no other checked baggage and it is an accepted type of specialty baggage on the service you are travelling on.

Baggage over the weight of 22.5kg/50lbs is NOT accepted on any service and must have its weight reduced before it can be transported.

No. We cannot take items without passengers accompanying them.

If you have made a purchase on the BC Ferries Connector since April 1st 2020, an account would have automatically been created for you.

Customer accounts can be used to keep track of all your purchases and travel information, any unused bundles or passes, re-print or access any lost tickets, and save yourself time filling out passenger and purchaser information when making new bookings.

Send an email to reservations@gowilsonsgroup.com let us know the first name, last name, email address, and phone number you used when you made your purchase, and our staff will go into your account and send you an activation email.

1. Go to the booking section of our website
2. Select the Sign-In button
3. Select the Register Button
   
4. Fill in the required information
5. Go to your email and click the link. (Link expires after 6 hours).
   
6. Select the Sign-In button again.
7. Log-in using your customer number. (You can switch to email log-in by selecting the option in your profile once you are logged in).

The explanation paragraph under the ‘Do you have a valid ID?’ box tells you what to type in the box in the last sentence of the explanation. Phrase is Case Sensitive and punctuation! sensitive. Please read the entire explanation.

Yes. Put the information of the person travelling in the ‘passenger information’ section, (this is what the driver will see for checking them in). Make sure to inform them of any rules, restrictions, or IDs they need to know about or have with them before they travel. The ‘Customer Information’ is the information for the person paying. They person paying is also the one who will receive any communications from The Company.

No. We are not allowed to make any exceptions.

Yes, we offer limited service to/from Duke Point and the Gulf Islands.

Arriving from Duke Point or Southern Gulf Islands via Tsawwassen (going to Downtown Vancouver, Select Hotels, YVR, or Cruise Terminal):

• Reservation Required. No Walkup Tickets available.
• Ferry Ticket NOT included.
• Duke Point Passengers: You must purchase a ferry ticket from Duke Point Ferry Terminal to Tsawwassen Ferry Terminal from the BC Ferries Foot Passenger Desk at Duke Point.
• Gulf Islands Passengers: You must purchase a ferry ticket from your Ferry Terminal to Tsawwassen Ferry Terminal from the BC Ferries Foot Passenger Desk at your starting ferry terminal.
• Passenger must choose the ferry sailing that will allow them to arrive at Tsawwassen Ferry Terminal to meet our bus at the pickup time we have listed for our service. Our bus will not be on the ferry, and the passenger will travel as a foot passenger to Tsawwassen.
• Passenger will disembark their Ferry by walking off the ferry, and then proceed to Berth 3 to take the stairs or elevator to ground level. Look for the BC Ferries Connector, Wilson’s, or Universal Coach Lines Bus that will arrive there to meet you. DO NOT EXIT AT THE REGULAR PASSENGER EXIT! The stairs and elevator at Berth 3 are the ONLY way to get to where our bus is parked, we do not stop at the regular exit.
• Passenger will board our bus and be taken to their final destination.

Going to Duke Point or Southern Gulf Islands via Tsawwassen (Pickup at Downtown Vancouver, Select Hotels, YVR, or Cruise Terminal):

• Reservation Required.
• Walkup Tickets available at Vancouver Bus Depot only.
• Passenger is responsible for checking to make sure that there is an available sailing to Duke Point or the Gulf Islands before purchasing one of our tickets.
• Driver will get a separate ferry boarding pass for the passenger when checking through the pay booth at Tsawwassen Terminal. Ticket will be for the next available sailing for their chosen destination.
• Driver will then drop off the passenger at Berth 3 where they would walk or take the elevator up to the walkway to their appropriate berth for Duke Point or the Gulf Islands. Passenger will walk onto their ferry as a foot passenger.

Going to Fulford Harbour on Salt Spring Island via Through-fare (Pickup at Downtown Vancouver, Select Hotels, YVR, or Cruise Terminal):

• Reservation Required.
• Walkup Tickets available at Vancouver Bus Depot only.
• Passenger is responsible for checking to make sure that there is an available sailing to Fulford Harbour from Swartz Bay Terminal before purchasing one of our tickets.
• This stop involves 2 ferry trips. One ferry trip from Tsawwassen to Swartz Bay followed by another ferry trip from Swartz Bay Terminal to Fulford Harbour on Salt Spring Island.
• Driver will get a through-fare boarding pass for Tsawwassen-Swartz Bay-Fulford, which the customer will pick up from the driver when disembarking from the bus on-board the ferry from Tsawwassen to Swartz Bay.
• The passenger will not re-board the bus on the Tsawwassen-Swartz Bay ferry, and will walk off the ferry at Swartz Bay Terminal as a foot passenger and transfer to the Fulford Ferry also as a foot passenger.

If you have any questions regarding our limited Duke Point and Gulf Islands services, please send us an email at: reservations@bcfconnector.com 

There are several possibilities.

• Check out our Schedules page to make sure the route you want is operating on the day in question
• Certain locations are not currently available but still appear in the drop-down list.
• The combination of locations you are selecting might not be available due to schedules not lining up.
• The locations you have selected might be one-way only locations and not be available for round-trip travel. Specifically, the Swartz Bay, Tsawwassen, Douglas & Yates, Douglas & Discovery, and the Hwy 17 at Hwy 10 (Trunk Road) locations, can only be used for one-way trips.
• Trying to select ‘Vancouver’ and any location on Vancouver Island that is not either ‘Victoria’ or ‘Victoria Hotels’ will not work as we do not have any buses that can make that connection. We recommend travelling independently on the BC Ferries from Horseshoe Bay in Vancouver, over to Departure Bay in Nanaimo, and then booking a bus ticket with us from Nanaimo to your intended destination.
• Nanaimo – Woodgrove Mall location is only available for trips going to or from locations that are North of the city of Nanaimo. The Woodgrove Mall stop is not available if you are going to or from locations that are south of the city of Nanaimo.
• Nanaimo – Port Place location is only available for trips going to or from locations that are South of the city of Nanaimo. The Port Place stop is not available if you are going to or from locations that are north of the city of Nanaimo.
• If none of the above options work, please email us at reservations@bcfconnector.com for further assistance.

Select the ‘show prices’ button next to the departure you want. Then select the circle next to the Fare Class you want to buy.

Make sure you have the First Name, Last Name, Email, and Checked Baggage box for all passengers filled out. If you choose a special fare, make sure the Do You Have a Valid ID? Box is filled out correctly.

In accordance with the current Provincial Health Orders, The Company recommends that all passengers age 12 and older who are not yet fully vaccinated (you are fully vaccinated 14 days after dose 2), to please wear a mask while checking in with the driver, and while onboard the buses and the BC Ferries.

Additionally, passengers should be aware that the buses will be returning to nearly full seating capacity, and that passengers may end up seated next to someone who is not a member of their household or bubble. Everyone’s level of comfort and tolerance for risk will be different and some people may wish to wear a mask, while some may not. The Company requests that all passengers please be respectful of others’ personal space and continue to practice good hygiene, including frequent handwashing.

Unfortunately, at this time The Company cannot accommodate pets on-board any of its buses.

Exception: People with Disabilities may have service animals accompanying an individual inside the coach. Valid Guide or Service Dog Certification must be presented, and the ‘Service Dog’ selection must be checked off on your booking.

BC Ferries Connector departs at the time scheduled and does not wait for missing passengers or late flights at Vancouver (YVR) Airport. If you miss your scheduled departure, please email our staff at reservations@bcfconnector.com and switch to a subsequent departure.

Please DO NOT park in any of the prohibited parking spaces at the pick-up locations. We remind our guests to please respect the businesses in these areas, and that parking illegally may result in ticketing and/or towing. The Company is not responsible for vehicles ticketed, towed, or damaged while using our service.

If you lose something on a bus, please call Lost & Found at 1-800-567-3288 or email lostandfound@gowilsonsgroup.com. Found articles may be claimed during business hours at the location they are being held.

Found articles are kept for up to 30 days. If you call us and we have the article we will hold it for a maximum of seven days unless otherwise arranged. All unclaimed articles will be donated to charitable organizations.

Now offering Bus Bucks! Give the gift of travel and purchase a gift card. Bus Bucks are just like cash, they have no transaction fees and no expiry. Bus Bucks are non-refundable. Visit our Bus Bucks Page to order.