Travel advisory for Ontario

Travel advisory for Ontario

Please check in with Ontario Northland Customer Care to confirm if your scheduled trip is operating by calling 1-800-461-8558.

For further details on weather alerts, please visit https://meteo.gc.ca/index_e.html

STORM WARNING

Ontario Northland understands the importance and responsibility of getting our passengers and parcels to their desired locations on time without compromising safety. At Ontario Northland, we take pride in making every effort to ensure that our service will run every day as scheduled.

Ontario Northland is constantly monitoring road and weather conditions. This may lead to Storm Warnings being issued, affecting certain routes. When a storm warning is issued, current and/or imminent weather conditions may cause hazardous travel conditions resulting in the possibility of any of the following scenarios:

  • Ontario Northland service will be delayed
  • The service will be interrupted enroute
  • Ontario Northland service will be cancelled

If your schedule allows, we suggest that you postpone your trip until a later time when the warning is lifted. During a Storm Warning, Ontario Northland will rebook your ticket to a later date at no charge. Passengers scheduled to travel on a route that is cancelled due to a Storm Warning (Travel Advisory) will be entitled to a refund. If your route is not under a Storm Warning, standard transaction fees will apply for eligible tickets.

If a passenger decides to travel under a Storm Warning, Ontario Northland will not accept responsibility for any additional costs incurred due to service delays, interruptions, or cancellations. Please ensure that you have planned by taking the following action:

  • Notify anyone who will be picking you up, that delays may occur
  • Ensure that you have additional cash or a debit/credit card to cover any additional needs which may arise

If you decide to leave now, you accept responsibility for any additional expenses that may occur as a result of a delay or interruption of service, as well as any other possible inconvenience. This may include an overnight stay at a hotel.

Please note that unaccompanied children cannot travel when a storm warning is in effect with Ontario Northland.

How will passengers know if a Storm Warning has been posted?

In the event of inclement weather, Ontario Northland advises passengers to regularly check ontarionorthland.ca. If a Storm Warning has been posted for any route, a Travel Advisory will appear on the website.

Ontario Northland route information can also be obtained by:

  • Phone 1.800.461.8558
  • Email us by visiting the Contact Us section
  • Contact a local Ontario Northland Station or agency through the Station Locater tab
  • Follow us through social media via Facebook and Twitter

Regulations and Terms

Fare Terms and Conditions

Bus
  • Ontario Northland will not be held responsible for lost or stolen tickets.
  • All reservations and tickets expire on the date and time of travel posted on the ticket. Tickets and reservations are non transferable. 
  • Each passenger must present either a printed or electronic ticket AND valid photo ID at boarding.
  • Ontario Northland will only be responsible for transportation on its own lines in accordance with its tariff rules and regulations and assumes no responsibility for any acts of omissions of another party or interline carrier.
  • Ontario Northland tickets will not be accepted by interline carriers.
  • Schedules and services are subject to change without notice. Ontario Northland may substitute alternate carrier or means of transportation.
  • Layover’s/stop over’s not permitted on a point to point segment once ticket is issued (i.e. for the route Toronto to North Bay, there is no stop over privilege in between).
  • Baggage liability is limited to damage only to a maximum of $100.00 CAD.
  • Senior, Military, Student, or other discounts require valid ID or other proof of eligibility.
  • Children under the age of eight must be accompanied by someone age 16 and over. No exceptions will be permitted.
  • Ontario Northland will not be held liable for delays due to breakdowns, weather, or other conditions beyond the carrier’s control.
  • WiFi service is not guaranteed.
  • Fares are payable in Canadian dollars.

Please also refer to our Rules and Regulations for travelling on Ontario Northland’s bus service.

Refunds and Exchanges

Ticket Refunds

The cancellation policy for tickets is based on the type of fare purchased. Ontario Northland offers two types of fares: Firm and Flexible.

Firm Fares

  • Refunds: Not permitted
  • Ticket Changes: Not permitted

Flexible Fares

  • Refunds: Full refund less the transaction fee available at station or agency prior to scheduled departure.
  • Ticket Changes: Permitted provided fare is of equal or higher value. Customer to pay difference between the fares. If new fare is of lesser value, original ticket can be refunded and a new ticket purchased at the new fare. Transaction fee applies.

If a passenger misses a schedule, they are required to purchase a new ticket in order to travel.

Ontario Northland will not refund any ticket issued by other carriers.

How to Refund a Ticket

Firm Ticket: No Refunds

Flexible Ticket: 

  • Purchased Online:
    • Online ticket refund form must be received by Ontario Northland a minimum of 24 hours prior to your scheduled departure time. If received after scheduled date of travel, the refund will not be processed.
    • All requested information on the form must be completed.
    • Ontario Northland requires a valid phone number – we will call you to process the refund to your credit card.
    • Ontario Northland representative will contact you within 3 business days.
  • Purchased at Station or Agency:
    • Tickets purchased at a station or agency cannot be refunded via this form. Please visit your nearest Ontario Northland Station or Agency to refund eligible tickets (prior to your scheduled date and time of travel).

Note: 10 Trip/Multi Trip tickets are non refundable and may not be exchanged for a new date or time, no exceptions.

Train

General Terms and Conditions

  • Ontario Northland will not be held responsible for lost or stolen tickets.
  • All tickets expire on the date of travel posted on the ticket. Tickets are non transferable. 
  • Each passenger must present either a printed or electronic ticket AND valid photo ID at boarding.
  • Ontario Northland will only be responsible for transportation on its own lines in accordance with its tariff rules and regulations and assumes no responsibility for any acts of omissions of another party or interline carrier.
  • Baggage liability is limited to damage only to a maximum of $100.00 CAD.
  • Senior, Military, Student, or other discounts require valid ID or other proof of eligibility.
  • Children under the age of eight must be accompanied by someone age 16 and over. No exceptions will be permitted.
  • Ontario Northland will not be held liable for delays due to breakdowns, weather, or other conditions beyond the carrier’s control.
  • Fares are payable in Canadian dollars.

Please direct any inquiries or questions about online ticketing to Ontario Northland Passenger Services.

Refunds and Exchanges

Ticket Refunds

The cancellation policy for tickets is based on the type of fare purchased. Ontario Northland offers two types of fares: Firm and Flexible.

Firm Fares

  • Refunds: Not permitted
  • Ticket Changes: Not permitted

Flexible Fares

Refunds: Full refund less transaction fee available at station or agency prior to scheduled departure.
Ticket Changes: Permitted provided fare is of equal or higher value. Customer to pay difference between the fares. If new fare is of lesser value, original ticket can be refunded and a new ticket purchased at the new fare. Transaction fee applies.
If a passenger misses a schedule, they are required to purchase a new ticket in order to travel.

Ontario Northland will not refund any ticket issued by other carriers.

How to Refund a Ticket

Firm Ticket: No Refunds

Flexible Ticket: 

  • Purchased Online:
    • Online ticket refund form must be received by Ontario Northland a minimum of 24 hours prior to your scheduled departure time. If received after scheduled date of travel, the refund will not be processed.
    • All requested information on the form must be completed.
    • Ontario Northland requires a valid phone number – we will call you to process the refund to your credit card.
    • Ontario Northland representative will contact you within 3 business days.
  • Purchased at Station or Agency:
    • Tickets purchased at a station or agency cannot be refunded via this form. Please visit your nearest Ontario Northland Station or Agency to refund eligible tickets (prior to your scheduled date and time of travel).

Delays and Cancellations

Schedules and services are subject to change without notice. Ontario Northland may substitute alternate carrier or means of transportation where available. Unscheduled delays can sometimes occur. Ontario Northland is not responsible for delays or cancellations caused by traffic, road conditions, weather or other causes over which it has no control. Alternatively, where Ontario Northland fails to provide on-time reliable service for reasons wholly within our control, refunds, vouchers or alternate travel arrangements may be offered.

Connections: Arrivals, departures, and connections at times stated are not guaranteed. Ontario Northland is not responsible for the expense of connecting bus service missed as a result of a delay.

We encourage bus passengers to use our Track My Bus website, and train passengers can call us at 1-800-265-2356 to obtain up to date train information.

Baggage

Bus

Checked Baggage

All Ontario Northland buses have a baggage storage compartment underneath the bus. Passengers are welcome to check one piece of baggage at no charge. Be sure that checked bags and carry-on bags have an Ontario Northland baggage tag with your name, phone number and destination clearly printed.

For your convenience, Ontario Northland will check two additional pieces of baggage at $15.00 each. If you require checking more pieces of baggage, you will be charged the BPX (Bus Parcel Express) rate.

Baggage identification tags are available at all stations and agencies.

If you are transferring to another carrier enroute, you will need to collect your baggage and re-check it with the connecting carrier.

Size & Weight Limitations

No baggage will be accepted that is larger than 24 inches (61 cm) in depth, 24 inches (61 cm) in width and 45 inches (114 cm) in length (except snowboards, skis and ski poles).

All baggage must weigh less than 50 pounds (23 kg).

Children travelling on a half fare ticket are allowed one piece of checked baggage.

Carry-on Baggage

Each passenger is welcome to carry-on one piece of baggage, weighing no more than 15 pounds (7 kg).

The carry on should be placed in the overhead bins or under your seat and must not be larger than 9 inches (23 cm) height, by 16 inches (40.5 cm) width, by 20 inches (70.5 cm) depth.

Bicycles

Bicycles must be checked as baggage and meet the following criteria:

  • It is the responsibility of the passenger to ensure the bike is packaged properly and ready for loading onto the bus at departure time.
  • Ontario Northland will not be held liable for damage that may occur during transport, as we cannot verify the contents prior to packaging. If you wish to purchase insurance, the bike must be shipped via Bus Parcel Express and freight charges will apply.
  • Passenger must pay a fee of $25 plus HST to check the bike as baggage.
  • The bike charge is valid for a one-way trip on Ontario Northland lines only. If connecting to another carrier, please contact the carrier directly for their information on shipping bikes.
  • Bike boxes are available for purchase, at an additional cost of $41 plus HST, at select stations. Please call us at 1-800-461-8558 to confirm bike box availability. If no bike boxes are available at your departure location, we will make every effort to ship a box to your nearest Ontario Northland station or agency, in advance of your departure date.
  • E-bikes are not accepted for transportation under the bus.

For further information, please call one of our helpful customer service agents at 1-800-461-8558.

Baggage Claims and Liability

Baggage liability in the event of loss or damage is $100.00 dollars per adult ticket and $50.00 dollars per child ticket.

Customers may wish to purchase additional insurance at a cost of $3.00 for each additional $100.00 of declared worth, up to a maximum value of $1000.

All claims in respect to baggage should be addressed to Ontario Northland Transportation Commission, 555 Oak St. East, North Bay, ON P1B 8L3 Attention: Passenger Care.

Loss or damage to baggage must be reported within thirty (30) days after the date of travel.

Prohibited Baggage

The following articles are prohibited as checked baggage on Ontario Northland:

  1. Alcoholic Beverages and Liquors
  2. Dangerous Articles (ammunition, firearms, fireworks, flammable substances, radioactive materials, etc.)
  3. Matches (exception - strike-on box, book and card matches)
  4. Fragile articles
  5. Controlled or illegal substances
  6. Batteries, Electronic Storage, Wet

Baggage which contains the following commodities, articles, materials or substances, will not be accepted for transportation when the Declared or Released Value is more than one hundred ($100.00) dollars:

  • Electronic Equipment (includes laptops, net books, mobile phones, DVD players, component modules, speakers, computer equipment, CD's, electronic games, camcorders, televisions, computers/printers, records and jewellery, etc.)
  • Electronic equipment can be accepted for carriage when the declared value is greater than one hundred ($100.00) dollars, but the insurance is limited to loss only.

Ontario Northland Transportation Commission (Motor Coach Services) will not accept or transport any article, material, or substance the possession of which or the transportation of which is unlawful.

Train

Checked Baggage

The Polar Bear Express is equipped with a baggage car, allowing passengers to check their baggage before they depart. Ontario Northland also provides an Express Freight service allowing passengers to ship oversized and/or overweight baggage up to 34 kg or 75 lbs.

  • Three-Piece Limit: Each ticketed passenger is allowed a maximum of three (3) pieces of checked baggage at no charge.  Additional pieces may be checked at an additional charge of $5.00 each (includes HST).
  • Weight Restrictions: Each checked piece of baggage may weigh a maximum of 23 kg or 50 lbs. Proper weight should be determined prior to boarding at all Ontario Northland stations. Items weighing more than 23 kg or 50 lbs may be shipped through Express Freight at an additional charge.
  • Size Restrictions: Each checked piece of baggage may have maximum dimensions of 91 cm x 91 cm x 91 cm (36 in x 36 in x 36 in). Larger items may be shipped through Express Freight at an additional charge.
  • Visible Tag Required: Each checked piece of baggage must be visibly tagged with the name, contact information and destination of the passenger. Passengers may use their own personal identification tags or can obtain an Ontario Northland identification tag from any of Ontario Northland’s train stations or agencies. All baggage must be checked and tagged at the departure station, either in Cochrane or Moosonee.

Allowable Checked Baggage

The following articles may be checked as baggage:

  • Any type of gun, firearm, replicas, ammunition, explosives, or weapons, including cross-bows and arrows (must be locked and secured in proper receptacles)
  • Sharp objects such as axes, ice picks, knives or swords (must be locked and secured in proper receptacles)
  • Plants
  • Bicycles
  • Animals
  • Groceries (not in excess of 23 kg or 50 lbs and properly packed)

Carry-On Baggage

Due to space limitations and for the safety and comfort of our passengers, baggage limit guidelines will be strictly enforced by Ontario Northland personnel.

  • One-Piece Limit: Each ticketed passenger is allowed a maximum of one piece of carry-on baggage. Personal items such as purses, briefcases, laptops, or infant items such as strollers, car seats or diaper bags are not included in this limit.
  • Weight Restrictions: Each carry-on bag may weigh a maximum of 23 kg or 50 lbs.  Proper weight should be determined prior to boarding at all Ontario Northland stations.
  • Size Restrictions: Each carry-on bag may have maximum dimensions of 66 cm x 46 cm x 23 cm (26 in X 18 in X 9 in) or the size of a standard suitcase. Proper size dimensions should be determined prior to boarding at all Ontario Northland stations.
  • Visible Tag Required: Each checked and carry-on piece of baggage must be visibly tagged with the name, contact information and destination of the passenger. Passengers may use their own personal identification tags or can obtain an Ontario Northland identification tag from any of Ontario Northland’s train stations or agencies. All baggage must be checked and tagged at the departure station, either in Cochrane or Moosonee.

Excess or Oversized Baggage

Pieces of baggage in excess of the allowable one piece of carry-on and three pieces of checked baggage can be transported at a surcharge of $5.00 per item (includes HST). Passengers may check unlimited pieces of excess baggage at this surcharge rate.

Oversized baggage (baggage weighing in excess of 23 kg or 50 lbs or with dimensions greater than 91 cm x 91 cm x 91 cm [36 in x 36 in x 36 in]), can be shipped through Ontario Northland’s Express Freight offices located in both Cochrane and Moosonee.

Baggage Storage

All baggage must be properly packed and protected. All articles must be packed in the original box or in a rigid container that provides proper protection. A plastic or paper bag alone is not sufficient and will not be transported. Hooks, hangers, straps and sharp objects must be removed or secured to baggage to prevent damaging other baggage. Groceries must be packed in baggage or boxes and securely fastened.

Prohibited Baggage

Ontario Northland personnel will refuse to accept any article that cannot be safely handled or stored in the cars, or whose transportation involves hazards.

In addition, Ontario Northland cannot carry articles that are improperly packed or too fragile to withstand normal handling.

The following items are prohibited as checked or carry-on baggage on Ontario Northland’s Polar Bear Express:

  • Controlled or illegal substances
  • Dangerous articles (fireworks, flammable substances, radioactive materials, etc.)
  • Corrosive or dangerous chemicals or materials, such as liquid bleach, tear gas, mace etc.
  • Batteries with acid that can spill or leak

The above listed items may be shipped using Ontario Northland’s Express Freight services and will be charged Express Freight shipping fees.

Baggage Claims and Liability

Liability

We accept limited liability for checked baggage only. Ontario Northland will not be held liable for:

  • Exterior damage to the protective case;
  • Articles damaged inside any piece of baggage, if there is no visible damage to the exterior;
  • Minor scratches, nicks, marks or dirt considered normal wear and tear, which may occur despite all necessary care being taken in handling;
  • Pilfering, if the suitcase was not locked or if the box was not closed and sealed with adhesive tape.
  • Maximum liability in the event of loss or damage to personal checked baggage is $100 per piece.
  • Additional coverage is available if baggage shipped through freight services and the items condition can be verified and valued.

Limitations

Passengers with baggage in excess of the weight restrictions may carry their own baggage onto the train at their own risk. Ontario Northland personnel will not be responsible for loading or unloading heavy baggage items. Ontario Northland personnel reserve the right to refuse any heavy baggage that may cause any potential safety issues to passengers or train personnel. Safety issues may include but are not restricted to the ability to safely store heavy baggage in the coaches.

Travelling with Pets

Bus

Pets are not permitted on our motor coach service. People with disabilities that travel with a service animal are welcome on our motor coaches.

“service animal” means (1) a guide dog as defined under the BPRA or (2) an animal as described below in Section IV.2 of the IASR:

  1. the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, due to visual indicators such as the vest or harness worn by the animal; or
  2. the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
    1. A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
    2. A member of the College of Chiropractors of Ontario.
    3. A member of the College of Nurses of Ontario.
    4. A member of the College of Occupational Therapists of Ontario.
    5. A member of the College of Optometrists of Ontario.
    6. A member of the College of Physicians and Surgeons of Ontario.
    7. A member of the College of Physiotherapists of Ontario.
    8. A member of the College of Psychologists of Ontario.
    9. A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Note: ONTC accepts documentation from equivalent health professionals licensed in other Canadian provinces or territories to support travel with a service animal.

Booking and accommodation

ONTC requests that, where possible, the customer provide 48 hours advance notice for travel with a service animal. This will better assist in our efforts of providing appropriate seating and space both for the customer travelling with a service animal and other passengers. 

Conditions for travel with a service animal

The following conditions apply for travel with a service animal onboard ONTC passenger vehicles:

  1. The customer must keep their service animal under control and with them at all times
  2. The service animal must be properly restrained (i.e., harnessed, tethered, leashed and/or in a carrier) at all times unless this would interfere with the service animal’s safe and effective performance of its work, or the customer’s disability prevents their use. In such cases, the service animal must still be otherwise under the physical or vocal control of the customer and must not disrupt the enjoyment of other passengers or the operation of the vehicle.
  3. The service animal may not block any aisles or exits
  4. The service animal must be up to date on any vaccinations that may be required by law, and be in good health (or its medical conditions controlled appropriately).
  5. Customers must clean up after their service animal.  ONTC requests that animal waste not be disposed of onboard.

ONTC may disallow boarding onto or into, or require customers to remove their service animal from the bus, train or station premises if:

  1. The service animal is not properly controlled and effective action is not immediately taken to control the service animal (for example, if the service animal is not under the physical control of the customer, or is vocalizing repeatedly and uncontrollably or the animal is not housebroken);
  2. The service animal is acting aggressively or appears to be dangerous, distressed or in pain;
  3. The service animal poses a threat to the health or safety of others; or
  4. The service animal is otherwise excluded by law from the bus, train, or station premises.

If the customer is asked to remove the service animal but would like to remain on the premises of the station or continue travel without the service animal, the customer must make arrangements at their cost for another person or animal control to assume custody of the service animal.

ONTC encourages customers to travel with documentation supporting their needs and the status of the animal as a service animal (if applicable), in the event it is requested.

Train

Ontario Northland is pleased to offer transportation service to your pet. We understand how important your pet is to you and want to share some important information relating to the transportation of your pet on the Polar Bear Express.

Before travelling certain requirements must be followed:

  • Pets accepted for transport in approved carriers are: dogs, cats, small rodents (hamsters, guinea pigs, rabbits).
  • Suitable rigid carrier typically constructed of hard plastic or metal. Soft textile carriers will not be accepted. Ontario Northland no longer supplies pet carriers and is therefore the responsibility of the pet owner to ensure you have an accepted pet carrier prior for your travel.
  • Proof of purchase and signed Pet Transportation release form Release and Indemnity - Transportation of pets.
  • Pet owner is responsible to ensure their pet has adequate food and water during the trip.
  • With approval and accompaniment of the conductor, it is encouraged of pet owners to periodically check on your pet in the baggage car during the trip.
  • Pets must be checked on the same departure as their owner and claimed immediately upon arrival at the destination.
  • Ontario Northland personnel will not handle the carrier with pet inside, it is the pet’s owner’s responsibility to board and disembark the pet and carrier from the service.
  • Please note Ontario Northland reserves the right to refuse transportation service to your pet should our personnel deem your pet a risk to other pets or people.

Failure to meet any or all requirements will result in refusal to transport your pet.

Agents Duties

Agents can in no case deviate from the tariff rates, sale dates, limits and the rules and regulations shown herein. Agents must abide by the terms contained in their agency agreement with the Commission, unless superseded by Company bulletin. Only authorized Ontario Northland employees may override when conditions require special arrangements.

Disputes

In the event of any dispute over tickets or fares, passengers should pay the fare, take receipt and forward refund request to:

Ontario Northland Transportation Commission
555 Oak Street East
North Bay, ON P1B 8L3
Attention: Passenger Care

Passenger Search

As a condition of carriage, ONTC reserves the right:

  1. To conduct a search of all passengers, baggage, and cargo for any substance, material, or article of a kind or quality that is likely to be disagreeable to or dangerous to passengers or is likely to expose passengers or baggage to risk, loss or damage;
  2. To refuse to accept for transportation any such substance, material, or article; or
  3. To require any such substance, material, or article to be placed in the lower baggage compartment as a condition of transport.
  4. No person is obligated to permit a search of their person, baggage, or cargo to be carried out if they choose not to board or have their baggage or cargo placed on the bus.

Objectionable Persons

Ontario Northland Transportation Commission reserves the right to refuse to transport a person:

  1. Under the influence of alcohol or drugs;
  2. Whose conduct or behaviour is objectionable to other passengers or prospective passengers;
  3. Who is incapable of caring for himself or herself, unless travelling with an adult attendant (see the Exception, below);
  4. Who refuses to comply with any lawful rule or regulation of ONTC.

Objectionable persons may be removed from the bus at any usual stopping place or at such other places as the driver may select.

In the event of such removal, the liability of ONTC shall not exceed the amount of the excess fare paid by the passenger.

At the driver’s discretion, persons who have consumed any amount of alcohol or illegal substances may be refused travel privileges.

EXCEPTION: A person who is ill or physically handicapped to a degree of being incapable of taking care of himself or herself and/or being unable to board or disembark from the coach without assistance, will be transported only when he or she is accompanied by an adult attendant (see Passenger Tariff Rule No.12). The adult attendant accompanying such passenger must be capable of aiding such passenger on and off the bus without additional assistance. In such cases, where a ticket has been purchased, same will be refunded as provided under the heading of "Refunds" (Passenger Tariff Rule No. 3).