FAQ
1 Do your prices include the taxes and the ferry fare?
Answer
All of the prices for our regular service and our tours include both tax and the ferry fare. Please be aware that some of our special packages and/or tour offerings may not include tax.
2 How far is the ferry terminal from my downtown Vancouver hotel, and how long is the ferry ride? Also, when you reach Vancouver Island how far is it to downtown Victoria, and where do you drop off?
Answer
The Tsawwassen Ferry Terminal is located approximately 25 miles (40 Kilometers) from downtown Vancouver, and the ferry ride is 1 hour and 35 minutes. When you reach Vancouver Island, the ferry docks at Swartz Bay Ferry Terminal, and it is still another 22 miles (35 Km) to reach downtown Victoria. You will be dropped off at the Victoria Bus Depot, which is in the heart of downtown Victoria.
3 May I get off the bus while I'm on the ferry?
Answer
Actually, for safety reasons, all vehicle passengers (including bus passengers) must leave their vehicles during the sailing. Once the coach has driven onto the ferry you can enjoy sailing up on the passenger decks, where you will find a cafeteria and a gift shop, as well as spectacular views of the Gulf Islands. You will be directed to return to the bus just prior to the ferry docking at Swartz Bay to continue the 22-mile drive into downtown Victoria.
4 Where is the Vancouver Bus Depot?
Answer
The Vancouver Bus Depot is located on the corner of Main Street and Terminal Avenue at Pacific Central Station (1150 Station Street). The depot is across the street from the Main Street-Science World Skytrain Station.
5 Where is the Victoria Bus Depot?
Answer
The Victoria bus depot is located behind the Fairmont Empress Hotel in downtown Victoria's Inner Harbour (700 Douglas St.) It is walking distance to most major hotels in Victoria, as well as the Royal BC Museum and the Victoria Clipper. Pacific Coach Lines shares the depot with Greyhound (Vancouver Island service).
6 Do I have to reserve if I want to be picked up en route in Vancouver or Victoria?
Answer
Yes, you have to reserve no later than 45 minutes prior to departure time from the depot, reservations are required and you will need a credit card in order to book. To reserve your En-route pick-up, please contact us at 604-662-7575 or toll free at 1-800-661-1725.
7 Do you provide service from the Victoria Bus Depot to Vancouver International Airport or to the Vancouver Cruise Ship Terminal?
Answer
Yes, Pacific Coach Lines provides service to both Vancouver International Airport, and the Vancouver Cruise Ship Terminal. Reservations are required. However, for assured boarding it is advisable to arrive at the Victoria Bus Depot 30 minutes prior to departure time. Please call 1-800-661-1725 or 604-662-7575 or check our website for scheduled times to and from the Vancouver International Airport or Cruise Ship Terminals.
8 I am coming off the ferry from Duke Point, and I need to get to Vancouver International Airport. Do you provide this service?
Answer
Yes, we do provide service to Vancouver International Airport. Simply walk to the pre-boarding building inside the Tsawwassen Terminal, and stand by berth #5. When you see a Pacific Coach Lines bus approaching you, please give the driver a wave. PCL drivers accept cash only, and if possible, please try to have the exact change. Reservations are not required for this service. Please be sure to check with BC Ferries (www.bcferries.com) for arrivals from Duke Point to Tsawwassen, and then call or check our website to find out when our buses depart for the Vancouver Airport.
9 I am starting out in Vancouver, but I only need to get to Swartz Bay. Is this possible to do with your service?
Answer
Yes, you can take our bus onto the ferry and then walk off in Swartz Bay if you wish. Please be sure to let the ticket agent know that you are walking off in Swartz Bay when you purchase your ticket, so you pay the correct fare and get the right luggage tags if you need them. Pacific Coach Lines will take you right into the Tsawwassen Ferry Terminal and onto the ferry. Then you would walk off once the ferry docks at Swartz Bay, instead of re-boarding the bus that goes right into downtown Victoria. Your luggage will come off at the Swartz Bay ferry terminal.
10 Does your company provide service to the Gulf Islands?
Answer
Pacific Coach Lines provides service into the Tsawwassen Ferry Terminal, where you can then disembark your bus and walk onto a Gulf Island ferry. Please call us at 1-800-661-1725 for various pickup points within Vancouver and Richmond.
11 Can a child travel alone on Pacific Coach Lines?
Answer
At Pacific Coach Lines, children under the age of 12 are not permitted to travel without a parent or guardian under any circumstance. All passengers must disembark the bus during the ferry sailing, and unfortunately, our bus driver's cannot take a supervisory role. Youth who are 12 years of age or older are permitted to travel without an adult, but Pacific Coach Lines reserves the right to request identification if the passenger looks too young to travel alone. Please call one of our customer service representatives if you require further information.
12 I was told that the city of Victoria is located on Victoria Island. Is this correct?
Answer
No, the city of Victoria is the capital city of British Columbia, and is located on Vancouver Island.
13 I have a ride to the ferry terminal, but I need to get the bus into downtown Vancouver (or Victoria). Is it possible to meet up with the bus at the ferry terminal?
Answer
Yes. If you are making your own way to the Tsawwassen or Swartz Bay ferry terminals, you can purchase your ferry fare and board the ferry. To get on Pacific Coach Lines on the ferry, you must purchase your ticket in the first 30 minutes of the ferry sailing. Pacific Coach Lines has a ticket desk on the main passenger deck. We accept cash, Visa, Mastercard and American Express, and traveller's cheques for payment. Once you have your ticket, enjoy the sailing, but be sure to make your way to the bus for boarding when the announcement is made before docking at the ferry terminal at Swartz Bay (or Tsawwassen).
14 Will I need reservations for the Whistler Skylynx service?
Answer
Yes, reservations and a credit card are mandatory for the service.
15 What is the cancellation policy for the Whistler Skylynx service?
Answer
Cancellations must be made at least 24 hours prior to departure time; any cancellations within 24 hours will be non-refundable.
16 Do you drop off at the International or Domestic terminal?
Answer
We drop off at the International Terminal.
17 Where are the Whistler SkyLynx pick up locations at the Vancouver International Airport?
Answer
Outside the International Arrivals Terminal, the pick up location is at Bus Bay # 5.
18 Where is the Whistler SkyLynx ticket counter located in the Vancouver International Airport?
Answer
In the Domestic arrivals area across from baggage carousel # 5 and inside the security area. At the International Terminal, our counter is in the public arrivals area level, alongside the escalators by the main doors.
19 Where can I purchase tickets in Whistler?
Answer
We do not have a Pacific Coach Whistler Skylynx Ticket Counter in Whistler but you may purchase our tickets directly from the Whistler Tourism Information Centre; which is conveniently located in the Gateway Loop.
20 How long is the ride?
Answer
2.5-3 hours.
21 Is there a rest break in Squamish when the bus stops there?
Answer
There will be no time for passengers to use facilities in Squamish and hop back on to Whistler. A stop will only be made if a passenger is to be dropped off or picked up in Squamish.
22 I don't know when I will be coming back from Whistler. Can I take any bus, any day?
Answer
Your return ticket is good for one year from the date of purchase; however, a reservation must be made 48 hours prior to departure.
23 If I purchase a round-trip ticket and I later find out I have other means of transportation back, will I be able to get a refund?
Answer
Yes, if the reservation from Whistler to Vancouver or the Airport has been cancelled more then 24 hours prior to departure then the difference of the ticket minus a regular one-way fee will be refunded when the return portion of the ticket has been returned to a PCL agent or the call centre. Tickets are NOT refundable if you cancel less than 24 hours before your reserved departure.
24 If I purchase a round-trip ticket and never use it, can my friend use it?
Answer
Yes, as long as it is a regular fare ticket (Whistler resident tickets are non-transferable). Also, be sure to notify our reservations department if there is any change to hotel departure location, reservation date and time AT LEAST 48 hours before departure/original reservation time.
25 I am a local resident of Whistler, but I don't have my ID with me. Can I still get the local rate?
Answer
Unfortunately, no. You must provide identification stating your name and address in Whistler. A recent pay stub or letter with your address, along with a piece of photo ID is sufficient.
26 But I have an employee pass that proves that I reside there.
Answer
Employee rates are $36.75 for a one-way.
27 I am a Whistler resident with ID. Can I purchase two tickets?
Answer
Residential rates are only valid for those who reside in Whistler (proof of address and ID required), so you may purchase more than one ticket, but only you can use them. You cannot purchase a ticket for a friend and receive a discounted rate.
28 Is this an express bus?
Answer
Yes, stops at the Hyatt hotel in Vancouver and Squamish are only made upon passenger request and reservation.
29 Is there a bathroom onboard?
Answer
Most of our coaches are equipped with bathrooms onboard.
30 Can I get dropped off between Creekside and Whistler Village?
Answer
No. Drop offs are made at specific locations for safety reasons as buses are harder to maneuver on smaller roads and pose a danger to on-coming traffic.
31 What if there is a delay due all the construction being done on the highway?
Answer
Our coach is not responsible for missed flights due to delays caused by road closures, traffic congestion and other delays caused by events beyond its control.
32 If I miss going to the ticket counter in the International arrivals area, can I get back inside the security area?
Answer
Due to Customs security once you have exited the Internationals secure area you cannot re-enter. If you have exited accidentally please meet our Driver outside at Bus Bay #5.
33 Does Pacific Coach Lines have group rates or charters?
Answer
Yes, Pacific Coach Lines does have both group rates for groups of 15+ who are using our regular services, or for larger groups who want to charter buses for tours, transportation and events. Information on these services are available on the website. Or you can call our Groups and Charters department at (604) 692-2008 or toll free at 1-888-682-2008 for more information.
34 Does Pacific Coach Lines book hotels?
Answer
Yes. Pacific Coach Lines does offer a number of accommodation & tour packages for stays in Vancouver and Victoria. Please contact our Sightseeing Sales Agents at (604) 662-7575 or toll free 1-800-661-1725 for details, rates or reservations.
35 Does Pacific Coach Lines go anywhere else in Canada besides Vancouver/Victoria?
Answer
Yes. Pacific Coach Lines also operates YVR Whistler SkyLynx, and express shuttle service from the Vancouver International Airport (YVR) to Whistler Village, BC. For more information on this service, click here: www.skylynx.ca.
36 I want to send a package/parcel from Vancouver to Victoria (or Victoria to Vancouver). Can I do this through Pacific Coach Lines?
Answer
No. Express parcel service is available through Greyhound Courier Express. They can be contacted for rates and information in Vancouver at (604) 681-3526 or in Victoria at (250) 727-0033.
37 I want to send correspondence to Pacific Coach Lines. How do I do this?
Answer
Please send correspondence to our Administrative offices at: Suite 210 - 1150 Station Street Vancouver, BC V6A 4C7
38 How much luggage can I take on the bus?
Answer
Each passenger is allowed two (2) pieces of regular luggage, not to exceed 22.5kg (50lbs) each, and the dimensions 24"x24"x45" (61cmx61cmx114cm) per piece, and one (1) carry-on item, not to exceed 15lbs (7kg) and the dimensions 9"x16"x20" (23cmx40.5cmx70.5cm). Each passenger can bring up to two (2) additional pieces of regular luggage, not to exceed the above dimensions, for a charge of $14.25CAD + GST per piece. Pacific Coach Lines also charges the following for any items exceeding the above dimensions and weights (such as Bicycles, Surf Boards, Large Snowboards & Ski Bags etc.): $14.25CAD +GST and for oversize Bike at $25.00 +GST/HST. Oversize baggage is also subject to space availability on the motorcoach and must be loaded and unloaded at the main terminals only.
39 I bought a Pacific Coach Lines ticket, and now I don't need it (or a portion of it is unused), can I get a refund?
Answer
In general, Pacific Coach Lines tickets are NON-REFUNDABLE. All Pacific Coach Lines tickets issued are valid for use for up to one year from the date of purchase, and due to the flexibility of the tickets, it is our usual policy not to issue refunds. However, if special circumstances exist, passengers can request a refund by mailing the ORIGINAL ticket or portion of the ticket with a note / letter explaining these circumstances to the attention of our Accounting Department at our Head Office located at Suite # 210 - 1150 Station Street, Vancouver, British Columbia, Canada, V6A 4C7. Unfortunately, cash, credit or debit refunds cannot be issued by Pacific Coach Lines Ticket Agents or Motor Coach Operators. Also, please note that ticket refunds can take up to 4-6 weeks for processing. For faster service, please be sure to include your name, telephone number and full address with postal code, and if you have one, an email address. This way, we can reach you if we have any questions regarding your request.
40 Does Pacific Coach Lines have accessible service for people with disabilities?
Answer
Yes, however, at this time Pacific Coach Lines has a limited number of wheelchair lift equipped coaches in its fleet. For passengers who require service with the wheelchair lift equipped coach, we require reservations AT LEAST 48 hours in advance of the trip to guarantee accessible service. For passengers who use mobility aids but are able to board the coach with some assistance and store their mobility aid under the coach, we ask that you phone us at least 24 hours before your departure to request assistance, and that you be at the depot no less than 30 minutes prior to departure for boarding. For more detailed information on these services, please contact one of our customer service agents at 1-800-661-1725.
41 What type of Mobility/travel aids are acceptable?
Answer
For Health and Safety reasons we are not able to load, unload or securely fasten motorized scooters within the baggage bays. Electric wheelchairs and non-motorized mobility aids will be handled as per our Mobility Policy:
Policy
Pacific Coach Lines has a limited number of wheelchair lift equipped coaches in its fleet. For passengers who require the service of the wheelchair lift equipped coach, we require reservations AT LEAST 48 hours in advance of the trip to guarantee accessible service. For passengers who use non-motorized mobility aids i.e. walkers and are able to board the coach with some assistance we are able to store non-motorized mobility aid under the coach. We require that you phone us at least 24 hours before your departure to request assistance, and that you be at the depot no less than 30 minutes prior to departure for boarding.