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Cancellation Policy

Thompson Valley Charters Refundable Fares allow you to change or cancel your trip up to one hour prior to departure of the originating city, with a full refund.

Trips can be changed again for a $15.75 fee as long as notice is given one hour prior to the originating departure point. Missed departures will result in forfeiture of fare and a new full fare will need to be purchased for travel.

Please note that all changes and cancellations must be made by phone at 1-877-769-3287.

Luggage Policy

Carry-on items*
*Please note that due to enhanced safety measures, only one carry-on is permitted per person. 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.

Passengers travelling with Thompson Valley Charters are allowed three (3) pieces of luggage in total. Your carry-on bag* must be able to fit into the overhead compartment, and only one (1) bag per person is allowed, with essential items only. The maximum number of pieces allowed on is six (6). Charges for extra luggage are noted below.
• Carry-on items must fit in the overhead bins and can include briefcases, laptop bags, purses, small back packs, diaper bags, and such.
• Carry-on items must be stored in the overhead bins during travel.
• Due to safety issues, carry-on items cannot be placed on empty seats as it could become a projectile in the case of a sudden stop.
• The aisle must be kept clear of carry-on items, including shoulder straps.
• Alcohol is not permitted on board under any circumstances.
• The following items should always be carried in your carry-on to limit the possibility of loss or damage: laptop computers, car and house keys, medication, cash, high value items such as cameras, jewelry, and electronic devices.

Dimensions of Overhead Bins
60” wide, 10” deep, 8¾” high angling to 7½” high at the back.

Charges for Extra Luggage
• Effective June 1, 2019, passengers will be charged for all additional luggage at the rate of $15.00 per piece (includes GST). Bicycles may be transported at a cost of $20.00 each (includes GST) and must be boxed or wrapped to ensure safe transportation (see “Protection of Luggage” below).
• Thompson Valley Charters has the right to refuse items deemed not to be essential or luggage. As well, we reserve the right to limit the size, weight and the number of items you wish to check in.
• The maximum extra bags allowed is three (3) for a maximum of six (6). Exceeding the total number of bags allowed is not negotiable and refusal to comply will result in refusal of service.

Essential Items
Items deemed essential for the well-being of our passengers will be transported at no charge. These items would include: walking or mobility aids/devices, car seats, and oxygen canisters.

Protection of Luggage
• In an effort to protect all luggage stored under the coach, items should be packed or covered in such a way as to not be damaged during transit or not to damage other luggage. It is important that items of a breakable nature (TV’s) or those that contain pointy (ski poles) or greasy (bike chains) parts are secured by a box, suitable covering, or plastic wrap/bags.
• Thompson Valley Charters reserves the right to refuse any baggage that is not packaged securely. All items must be in a suitable container that is not at risk of being damaged or causing damage. Acceptable baggage includes things like suitcases, duffel bags, toolboxes, trunks, storage containers, and securely taped cardboard boxes.
• To avoid luggage mix ups, it is recommended that you place a visible identifier on your stored luggage including a luggage tag with your name, address, and phone number. Thompson Valley Charters is not responsible for a passenger picking up the wrong piece of luggage.
• It is your responsibility to ensure your checked luggage is placed in the correct compartment prior to departure. As well, it is your responsibility to remove all personal items brought on to the coach, Thompson Valley Charters will not be responsible for items left behind on the coach or luggage issues as a result of a change in your arrival point.
• Please ensure you clearly advise the representative loading your luggage of your arrival point, to ensure your luggage is placed into the appropriate compartment.

Weight Restrictions for Luggage
For any piece of luggage over 60 lbs., the driver may ask the passenger to load and unload their luggage at the pick-up and drop-off points. The passenger must be capable of loading their own luggage.

Firearms
A firearm may be transported as long as it is in a proper locked case and must be placed under the coach. The firearm cannot be taken out at any mid-trip stops. A hard case is preferred, but not mandatory. We DO NOT transport ammunition.

Damaged/Lost/Abandoned Luggage
• Maximum baggage liability is $350.00.
• Thompson Valley Charters will not be responsible for the loss of or damage to checked luggage in excess of stated maximum liability.
• Thompson Valley Charters does not accept liability for loss of or damage to unchecked baggage carried on board, or items that do not comply with our policies stated above.
• Any damage must be reported to Thompson Valley Charters within 24 hours or claim may be refused.
• Lost & Found items found on board our coaches will be kept for a period of 30 days before being disposed of.
• Thompson Valley Chartersdoes not allow for overnight storage in any of our locations. Luggage that has been left behind and deemed by staff to be purposely abandoned will be disposed of after 96 hours without contact from owner, or 6 days with contact.
• Items left at courtesy/remote stops are not the responsibility of Thompson Valley Charters.
• We do not have locked storage in any of our locations and cannot guarantee the security of items that have been left behind.

Coronavirus Policy

Thompson Valley Charters is committed to providing safe, reliable service for all customers in compliance with applicable government orders and guidelines. With customer and employee safety as our top priority, we continue to regularly sanitize our buses and operate them in a manner that allows for appropriate social distancing. 

Facial Coverings
• All passengers will be required to wear a facial covering in situations where social distancing is not possible. This includes while waiting in line, during the boarding process, when on board the bus, and when getting off the bus.
• We will have a limited number of masks available for customers who are unable to bring their own.
• Exceptions will be made for customers with medical conditions, have trouble breathing or for children less than 2 years old.
• Our drivers will be also wearing masks when social distancing is not possible. This includes while assisting in boarding and disembarking from the bus. Drivers will be socially distanced from passengers when operating the vehicle and will not be required to wear a mask while doing so.
Social Distancing
• We have reduced the available number of passengers per trip to give our drivers and customers more personal space. Only those who are from the same “social bubble” are to share a seat. Keeping an empty seat in between travelers will ensure appropriate social distancing.
• We ask that all travelers be aware of remaining 6 ft apart while waiting to board and during boarding and disembarking
Cleaning & Disinfecting
• We have been and will continue to wash and wipe down all of our buses on a daily basis.
• Hand sanitizer and/or disinfectant wipes will be placed on all buses for the use of driver and passengers.
• High traffic areas, hand rails and hard surfaces are to be wiped down regularly.
• Complete coach from back to front is disinfected after each trip.

We will continue to be vigilant in our actions to ensure the safe
travel of our employees and passengers.

Travelling With Animals

Service Animals and Emotional Animals are permitted on-board our coaches. Please note that pets are not allowed.

Service Animals
Service Animals are permitted with proper documentation. Service animals provide assistance to a person with a cognitive, physical or emotional disability and are specially trained to assist individuals with disabilities with everyday activities such as carrying or retrieving items, ringing doorbells, assisting with balance and stability, alerting or responding to seizures or diabetic episodes, and other tasks.

According to Human Services Alberta and the Services Dogs Act, the following are service dog qualifications:
1. Graduated from a program that is accredited by Assistance Dogs International; or
2. Completed a program delivered by an organization identified on the Ministry’s Qualified List; or,
3. Passed a test administered by an organization identified on the Ministry’s Qualified List.
Government of Alberta and British Columbia identification cards are available to users of qualified service dogs. Please see below:

How to book:
Reservations must be made by phone at: 1-877-769-3287 as two seats must be reserved.

Emotional Support Animals
Emotional Support Animals are different than Service Animals. An Emotional Support animal is an animal that is required by a person for assistance by their Mental Health Provider.

Please note that only one Emotional Support Animal per Passenger per trip is permitted.

Below are the requirements needed for passengers to travel with an Emotional Support animal:

A signed letter, dated no more than one year before the date of travel, from a licensed mental health professional (Psychiatrist, psychologist, licensed clinical social worker).
This letter must be on official letterhead and must state:
- That the passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders Fifth Edition.
- That the passenger requires the emotional support animal as an accommodation for travel and/or at their intended destination.
- The type of license held by the mental health professional and the jurisdiction in which it was issued.
- If they require the emotional support animal to travel as a lap-held support animal.
- Animal type, breed, weight and size

Please note that letters from a family doctor will not be accepted, the letter is valid for one year, and only one animal may travel at a time.

How to book:
1. Documentation must be faxed or emailed to the contact info below prior to making your reservation.

2. Once documentation has been submitted, please call at least 48 hours in advance to make your reservation.

Phone: 1-877-769-3287
Fax: 403-264-1004 (CTO – Attn: Barb)
Email: barb@redarrow.ca
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