Banff / Canmore FAQ

COVID-19 Updates

As Alberta carefully progresses through Phase 2 of the Relaunch Strategy, the health and safety of our passengers, customers, and employees remains our top priority.

You can expect the same exemplary customer service as years prior, with the added comfort of our enhanced cleaning and safety program initiatives:

  • Mandatory face masks for all passengers, with single-use non-medical masks available for purchase for those who don’t have their own.
  • Optimal physical distancing processes that will be in place during check-in, boarding, onboard, and disembarking.
  • Thorough sanitization of vehicles daily and wipe down of all high contact areas after each passenger loading/unloading
  • Provision of hand sanitizer available for passenger and staff use.

Learn more HERE.

Passenger Screening and Due Diligence

Passengers are reminded that they should not consider travelling if they are feeling unwell or are displaying symptoms of COVID-19.
For the safety and well-being of our passengers and staff, all passengers will be asked health and safety screening questions prior to boarding.
Should a passenger fail to pass the screening, they will be denied boarding. Passengers who develop symptoms while in Banff or Canmore are expected to contact Alberta Health Link by calling 811, as well as arrange for their own transport back to Calgary.

Complimentary travel on Banff Local routes

  • On-It tickets allow you to travel for FREE on local Roam services!
    • Arrive with On-It and continue on to the Banff Gondola, the walking trails around Tunnel Mountain and the Cave and Basin National Historic Site  – complimentary travel to all of Banff’s top local attractions are included with your On-it ticket!
      • NOTE: Valid on local service only. Banff Local service includes the following Roam routes – 1, 2, and 4. Additional fees apply for travel to Lake Louise and Canmore – visit www.roamtransit.com for fare info. Complimentary Roam travel is only valid for the same day as your On-It ticket.

Service Days

  • Regular On-It service is a WEEKEND ONLY Service.
    • SPECIAL Service Includes:
      • Friday *Night* Service
      • All Day Holiday Monday Service

Ticket Purchase FAQ’s

  • Haven’t received your tickets in your email?
    • If you purchased tickets and have not received them yet, please reach out to onitsupport@southland.ca As a reminder, emails from the naver.com domain cannot receive emails from On-It’s ticketing system due to strict email filters. Please contact support to receive your tickets if you use a naver.com email address.
  • Do tickets have to be printed out?
    • No. Tickets can be printed or shown to either the driver or customer service agent at the time of travel on a mobile device.
  • What if I want to change my tickets?
    • If a customer wants to change their tickets time or date, they must either contact support at onitsupport@southland.ca and/or see a customer service representative at the bus stops (LIMITED TO SHIFT TIMES). Tickets must not have been scanned to be exchanged. On-It does not offer refunds, only exchanges.
  • How do I use my ticket to ride the local Roam transit?
    • Customers can use their On-It tickets as a free transfer to the Roam buses inside of Canmore and Banff. Please present your On-It ticket (printed or electronic) to the Roam operator on the bus to be able to transfer over. If you purchase a ticket from either a driver or a customer service representative and choose not to use an email address, an On-It / Roam transfer ticket can be given to you as your valid Roam transfer. You can learn more about Roam here.

Bus FAQ’s

  • What will the bus look like?
    • On-It operates motorcoaches for our Banff / Canmore service. Due to timing, On-It also uses our parent company, Southland Transportations coaches. These coaches will be branded SOUTHLAND. These buses will also have On-It Banff / Canmore signs in the front window. Please ask the driver if you are unsure if it is your bus or not. They are happy to help.
  • Are the buses wheelchair friendly?
    • NEW as of 2019, On-It is selectivly wheelchair accessible. We just ask that those needing a wheelchair friendly bus contact us a week prior to booking so we can ensure the acessible coach is avalible for you. Please contact us when you are ready to book.
  • Do the buses have bathrooms?
    • Yes, On-It buses do have bathrooms available for riders.  
  • Does On-It have reserved seating?
    • On-It does not use reserved seating for its Banff / Canmore Service. 
  • Is there wifi?
    • At this time there is no wifi on board our Banff / Canmore Service. 
  • Are the buses pet friendly?
    • No, On-It is not pet friendly due to health and safety regulations. Only service animals will be allowed on board the bus. 

Bikes FAQ’s

  • Can I bring a bike with me?
    • Yes, On-It does allow bikes on board. You will need to purchase a BIKE TICKET in addition to your regular bus ticket. 
  • Where do the bikes go? 
    • Bikes are loaded at the owners risk in the under bus luggage compartments. Moving blankets are available to wrap delicate bikes. 

Calgary Location FAQ’s

  • Where does the bus pick up in Calgary?
    • The bus has three stops in Calgary: downtown, Crowfoot LRT and Bridlewood / Somerset LRT.
      • The downtown stop is located at the Red Arrow Downtown Ticket office – 101-205 9 Ave SE, Calgary, AB T2G 0R3.
      • The Crowfoot LRT stop is located on the south side of the LRT, near the park and ride lots. 

Downtown On-It Stop - Red Arrow

Please note that, as a separate entity from On-It Regional Transit, the Red Arrow ticket office is unable to service non-Red Arrow or Ebus customers. Washroom usage, luggage storage, service desk, and the lobby are unavailable for On-It customers. Please see our dedicated Customer Service Representatives outside of the building for ticket purchases, boarding, and any questions.

Crowfoot LRT On-It Stop

Bridlewood / Somerset LRT On-It Stop

Banff / Canmore Location FAQ’s

Where does the bus pick up in Banff / Canmore?

  • In Canmore, the bus stop is located at the corner of Benchlands Trail and Bow Valley Trail.
    • Note: Not all On-It buses stop in Canmore. Please view our schedule for a list of departures that stop in Canmore.
    • In Banff, the bus stop is located at the Banff High School Field Transit Stop.

    Canmore On-It Stop

    *NEW* Banff High School Field

    Park Pass FAQ’s

    Do I need a National Park Entry Pass?

    • In addition to your On-It tickets, all visitors to Banff National Park are required to have a valid National Park Entry Pass. If you do not have a pass, you can purchase it online here or in person at the Visitor Center in Banff. 
    • Parks Canada charges a Personal Use Fee for all visitors entering and using facilities or services within a national park, regardless of the mode of travel. This fee takes the form of a National Park Entry Pass. Click here to find more information about this requirement.
    • If visitors are entering the national park via other modes of transportation than a personal vehicle, such as a bicycle, by foot or transit, the pass should be kept with them in a safe place during their visit.

    Partners

    On-It Regional Transit in partnership with Parks Canada and Roam Transit