Ontario Coachway – Airport Transportation Information & Procedures

Driver Contact Prior to Travel

Your assigned driver will contact you the evening before your scheduled trip to reconfirm your pickup details.

Please note that drivers may be operating other runs throughout the day. It is normal if you have not heard from your driver by 19:00 the evening prior to travel.

If you have not been contacted by that time, please reach out directly to your driver.

Driver details are normally provided two (2) days prior to travel, once payment has been received and booking details have been confirmed.

Important – Flight Changes or Cancellations

Passengers are responsible for notifying Ontario Coachway of any flight delays, changes, or cancellations.

While we monitor flights for service interruptions, we do not always receive updates as quickly as passengers. Failure to notify us promptly may result in additional charges or missed service.

Luggage Policy

Each passenger may bring:

One (1) checked bag
One (1) carry-on or personal item

If you plan to travel with additional luggage, you must notify the office in advance so the correct vehicle can be scheduled.

Drivers will only accept luggage declared at the time of booking. Any additional luggage not approved in advance may not be accepted at pickup.

Private Ride Waiting Times

For private departures, the driver will wait up to 15 minutes beyond your confirmed pickup time.

Additional waiting time may incur charges or result in a no-show with no refund.

For private airport arrivals, waiting time includes up to 1.5 hours from your originally scheduled landing time. After 1.5 hours, a $25 per half-hour fee applies. After 2 hours, the booking is considered a no-show unless alternative arrangements have been approved.

Shared Ride Wait Times

Shared airport transportation may involve wait times of up to three (3) hours or more depending on delayed arrivals, weather conditions, shuttle routing, or other operational circumstances.

Toronto Pearson Airport Arrival Procedures

Once you have collected your luggage and cleared customs (if applicable), proceed to Pre-Arranged Services inside the terminal.

Terminal 1 and Terminal 3

After collecting your luggage and exiting onto the public concourse, proceed to Pre-Arranged Services located across from Domestic Arrivals on the Arrivals Level (Door A).

International Arrivals

After exiting onto the public concourse, turn left and follow signs to Pre-Arranged Services located at Door A on the Arrivals Level.

At Pre-Arranged Services

Inform the dispatcher that you are waiting for Ontario Coachway.
After checking in, text or call your driver to confirm you have arrived.
For shared rides, the dispatcher will contact your driver once all scheduled passengers have checked in.
Do not exit the terminal until your driver arrives.

If you experience delays after landing or require assistance, please contact your driver directly.

Airport Arrival Check-In Requirement

All arriving passengers must check in at Pre-Arranged Services inside the terminal.

Failure to check in within a reasonable time after landing may result in the driver being released to continue other scheduled trips. In that case, you may need to take the next available service.

Missed Flights or Delayed Arrivals

If a flight delay causes you to miss your scheduled service:

The next available same-day service may be provided for a $25 transfer fee per passenger.
If no service is available the same day, transportation may be provided the following day at an additional fare, subject to availability.
Passengers may elect to upgrade to private service at an additional cost.

Passengers must notify Ontario Coachway of any delays or cancellations as soon as possible.