Please see below for important messages from our Vice President and Director of Safety, Motorcoach, on what Red Arrow is doing during COVID-19.
June 4, 2020: Resuming Limited Service
With a new program called Safely Clean, so that people can travel with the utmost confidence, Red Arrow and sister company Ebus will be launching a limited schedule on its Alberta routes starting next Thursday, June 11th.
Ebus will serve Calgary, Red Deer, and Edmonton four days per week, with Fort McMurray – Edmonton service operating six days per week, three days southbound and three days northbound. Passengers who want to get to and from Lethbridge will be able to connect with our Red Arrow service from Calgary four times a week. The remaining Red Arrow routes will resume service later, with the date yet to be determined.
“After suspending services on March 30th, our management team has been Staying Safely Home to rethink our service offering and determine the best course of action to take for a healthy, safe and responsible relaunch,” says John Stepovy, Director, Motorcoach. “During that time, we’ve been in close contact with Health and Governmental Authorities, we’ve been monitoring the conditions, and we believe that a return to service on June 11th aligns with the systematic re-opening of businesses and relaxed conditions across the province."
“We’re very proud of the work we’ve done over the last two months during the COVID Crisis,” adds Matthew Cox, Vice President, Motorcoach. “From suspending our operations early enough to make a difference in protecting our staff, passengers, and the communities in which we operate, to engaging our passengers for feedback in our relaunch planning, to developing new processes and procedures to ensure safe travel conditions for everyone.”
A few of the new procedures you can expect from our Safely Clean program are as follows:
- Face masks will be mandatory for all passengers, with masks available for purchase for those who don’t have their own
- Social distancing will be applied in offices, during check-in, embarking, onboard, and disembarking
- Enhanced cleaning & sanitization protocols on all frequently touched surfaces
- Electrostatic sprayers will be used regularly, allowing the appropriate sanitizers and disinfectants to wrap around and evenly coat all types of surfaces for a more complete clean
For added flexibility, Ebus will be offering passengers Flex Fares, which allow one change included in the fare. Red Arrow will continue to offer its very generous change and cancellation policy, requiring just 30 minutes notice in the morning and three-hour notice after noon.
We made the right decision to Stay Safely Home and now, with our Safely Clean program, we’re thrilled to be able to confidently return to helping people get Safely Home.
May 1, 2020: Support of Alberta's Relaunch Strategy
Dear Valued Customer:
Yesterday afternoon, Premier Jason Kenney announced Alberta’s relaunch strategy, outlining a phased approach to help us work together to recover from the COVID-19 situation. We are fully supportive of this strategy and are optimistic that Albertan’s prolonged dedication to protocols will accomplish the appropriate conditions for relaunch.
At Red Arrow and Ebus, we have been working hard to plan our return to service in a safe and responsible manner. This means:
- Health indicators / conditions for relaunch must have been accomplished;
- Our service offering and business activity is aligned with the publicly active Stage (1,2,3);
- A sufficient public need for our service exists;
- Assurance our employees have access to personal protective equipment (PPE) suitable to their function;
- Assurance our passengers can conform to Alberta mandated “public use of masks in specified crowded spaces, or mass transit”, and are not exhibiting symptoms of illness
Once these conditions have been met, we will be ready to support our passengers in visiting friends and family; for essential opportunities; to travel for work; educational or medical reasons; and to get Safely Home.
Along with Safety, Customer Service remains a Core Value, and so our call centre remains open to assist passengers, our reservation system remains tentatively available for bookings on June 1st and onwards, and our social channels are active for you to follow and engage.
We together, both you and our Safely Home team, will emerge from this pandemic even stronger than before. We sincerely appreciate your continued loyalty to Red Arrow and Ebus and we also thank you for your continued dedication to Staying Safely Home. We look forward to safely serving you soon!
March 24, 2020: Suspension of Service
Dear Valued Red Arrow Customer:
For over 40 years Red Arrow has been getting you Safely Home. Now, we are asking you to Stay Safely Home. To prevent the spread of COVID-19, and flatten the infection rate curve, we are systematically suspending operations throughout our scheduled network.
In these unprecedented times, we all struggle to make the right choice to protect as many people as possible. For Red Arrow, it is the balance of supporting people that still need to travel, with doing our part to limit the spread of COVID-19. It is with heavy hearts that we announce that we will be suspending operations in Alberta and our last day of service will be Sunday, March 29th until further notice.
Suspending a service like inter-city transportation is an extremely difficult decision, but we feel it is one we must now make. As you are aware, we have been taking extra measures in our operations, such as enhancing cleaning and sanitization protocols, communicating hygiene and safety tips to staff and passengers in offices and on coaches, and encouraging social distancing. However, we feel we are now at the critical point where we must take our social responsibility one step further to protect our staff and the community.
Our call centre will remain open to assist passengers, and we will continue to communicate with you as we navigate through this difficult time.
As Canadians all in this together, we appreciate your support and understanding, and we are very sorry for any inconvenience this may cause. Please be assured that we will resume service once government and medical authorities recommend it is safe to do so.
We sincerely thank you for your continued loyalty to Red Arrow. We hope that you and your loved ones Stay Safely Home.
March 12, 2020: Our Response to COVID-19
Dear Valued Customer:
At Red Arrow and Ebus, as with any Health & Safety concern, we are taking active measures to reduce the risk of 2019 novel coronavirus exposure.
Since recognition of the health threat by the World Health Organization, our Director of Safety has actively monitored multiple official information sources. In collaboration, our executive and management teams are proactively engaged to ensure we are predictively and expeditiously mitigating. For example:
- introduced additional disinfecting cleaning to our regular, daily cleaning program of facilities and motorcoaches;
- introducing commercial grade, sterilization foggers to the overnight cleaning process of the motorcoaches;
- introducing commercial grade, air purifiers to all ticket offices, with an overnight deep sterilization;
- provisioning motorcoach operators and ticket office staff with gloves, disinfectant spray, and disposable towels for cleaning of touchpoint surfaces;
- directing motorcoach operators to maximize fresh air to passenger cabin (recirculation function not to be selected);
- companywide awareness program of evergreen communiqués & posters.
Throughout this event, we will continue to exercise our 10 Core Values of Safety, Customer Service, Resourcefulness, Integrity, Positive Attitude, Team Work, Loyalty, Accountability, Respect, and Dedication. As stated by the World Health Organization (WHO), “Every person has the capacity to contribute, to protect themselves, to protect others, whether in the home, the community, the healthcare system, the workplace or the transport system.”
Therefore, if you are exhibiting symptoms as published by the Government of Canada Public Health Services, please do not travel with us. In such a circumstance, you will receive a travel credit for future use. You may also exercise our regular cancellation policy. Additionally, we recommend you phone Health Link 811.
Thank you for joining us in these efforts, and we look forward to continuing to get you and your loved ones Safely Home.
Coronavirus (COVID-19) Resources:
Keep up to date with the latest details on COVID-19 in your area and across the world:
Be informed on the actions you can take to protect your health and others:
It's important to be aware of the symptoms and recognize if you or someone you know exhibits them. Call Health link 8-1-1 for advice and instructions on how to move forward.
Common symptoms of the COVID-19 include:
- Shortness of breath
- Pneumonia in both lungs
Please be assured...
We’ve been practicing social distancing on our coaches and blocking out seats to help our passengers get Safely Home.