Frequently Asked Questions (FAQ)

  • Robert Q’s COVID-19 Preventative Measures

  • Robert Q’s COVID-19 Preventative Measures

    Employees, customers, and visitors are expected to stay home if they:

    • Display COVID-19 symptoms including coughing, fever, difficulty breathing

    • Have returned from a trip outside the country within the past 14 days

    • Have been in contact with a person who is displaying COVID-19 symptoms

    Debit and credit are the preferred methods of payment

    At our main depot - 105 Wharncliffe Rd S:

    • Capacity restrictions are in place, limiting the number of customers inside our main depot

    • passengers departing/arriving or customers requiring to complete a reservation to enter only
    • friends or family are asked to wait outside with farewells completed outside

    • Enhanced cleaning and sanitization routines are completed throughout the main depot in preparation for each departure, with a focus on high-touch areas, including airbus lobby, entry/exit ways, handrails, kiosks and bathrooms

    • Hand sanitizer is available at the main depot and available from the airbus driver

    • Signage is on the floor to assist with physical distancing measures; customers are to keep 2 metres (6 feet) apart from one another and from employees; front counter and check in distancing instructed by the check in agent

    • Airbus lobby seating, in main depot, as well as airbus capacity will be limited in order to maintain physical & social distancing

    • Employees will be wearing personal protective equipment

    • Employees will complete training related to the prevention and protection of COVID-19 in the workplace

    • Access to public washroom will be available at our main depot

    For Airbus travel:
    • Face masks are a requirement for passenger travel, our policy is as follows:

    • COVID-19 is a global health challenge and has changed the way Robert Q Airbus transportation services operate. It will be required that all passengers onboard a Robert Q Airbus wear a non-medical mask or face covering to cover their nose and mouth during the course of their travel. As this is a requirement for travel, if a passenger is not already wearing a covering, then purchase of one will be made available prior to boarding, at a cost of $2.00.

      The following persons are exempt from the requirement to wear a mask or face covering as per the ML Health Unit:

      • (a) children under two years of age under any circumstance;
      • (b) children under twelve years of age if not developmentally appropriate as determined by their caregiver;
      • (c) persons with a medical condition or disability which inhibits their ability to wear a face covering;
      • (d) persons who are unable to place or remove a face covering without assistance;
      • (e) employees or agents of the establishment within an area designated for them and not publicly accessible, or in an area separated by a physical barrier;
      • (f) persons who are reasonably accommodated by not wearing a face covering in accordance with the Ontario Human Rights Code or the Accessibility for Ontarians with Disabilities Act (AODA).

    • A verbal health questionnaire will be asked at time of check in to determine travel ability. If the passenger answers “YES” to any of the screening questions or refuses to answer, then boarding will be denied and a full refund will be applied for the booked reservation. The passenger should seek guidance from their healthcare provider. The health questionnaire will have the check in agent ask:

    • Outbound travel – passengers going to the airport:
    • 1. Have you travelled outside of Canada in the last 14 days?
      2. Are you experiencing any symptoms of COVID-19 (IE shortness of breath, cough, sore throat, or fever)?
      3. Have you been in close contact with a person showing symptoms or tested positive for COVID-19?

    • Inbound travel – passengers leaving from the airport:
    • 1. Are you experiencing any symptoms of COVID-19 (IE shortness of breath, cough, sore throat, or fever)?
      2. Have you been in close contact with a person showing symptoms or tested positive for COVID-19?

    • Physical & social distancing measures in place with reduced capacity on the airbus

    • Hand sanitizer made available to passengers prior to boarding from the airbus driver

    • Enhanced cleaning routine to disinfect and sanitize the airbus between shuttle use

    • Disinfectant wipes available to passengers when dropping off at their location for luggage transfer

    Airbus drivers:
    • Drivers will be wearing personal protective equipment

    • A barrier is installed on the airbus between the driver and passenger compartment

    • Restricted seating capabilities on the airbus with complete restriction to the passenger seat directly beside the driver

    • Drivers will complete training related to the prevention and protection of COVID-19 in the workplace

    COVID-19 Surcharge:
    Robert Q Airbus will be including a temporary COVID-19 surcharge starting July 15, 2020. This surcharge will assist with additional protective gear, disinfectant, barriers etc. in relation to the passenger travel with our airbus services.

  • Reservations

  • Are the fare rates in Canadian or US funds?

    All fares are in Canadian funds.

  • How much notice does Robert Q Airbus need before I travel?

    Ideally, a 5–7 day advance notice before travel allows us to give our customer the best possible shuttle service selection. While we welcome earlier bookings too, our online bookings may be made up to 5 hours prior to travel; within 5 hours of travel, you may still call and an agent will work hard to accommodate your request.

  • Can I make a booking over the phone or do I have to make it online?

    Yes, you can make a booking over the phone. Please call our Airbus department anytime, 24 hours a day at 519-673-6804 or toll free at 1-800-265-4948, to make a reservation.

  • I am online and I can’t book the airbus 4 hours from now what should I do?

    Please call us at 519-673-6804 or 1-800-265-4948 and an agent will assist with your booking. Due to the preparation of our operations, the website will not allow bookings within 5 hours of travel.

  • How much time is required to book a home pick up and how does it work?

    The following home pick up services are available:

    • Within the City of London, Ontario
    • Within the City of St. Thomas, Ontario
    • In Sarnia, Ontario, there are two (2) common landmark options available as a home pick up

    For a home pick up within the City of London, Ontario:

    We require 48 hours advance notice in order to arrange a home pick up within the City of London, Ontario. We would call you the day prior to your departure date to confirm the timing and address for your home pick up. We would send a taxi from our partnered company, Checker Limousine, or one of our vans, 30-45 minutes prior to your Robert Q Airbus departure time. The taxi would bring you to the pickup location to meet the airbus for departure.

    For a home pick up within the City of St. Thomas, Ontario:

    Our online bookings may be made up to 5 hours prior to travel; within 5 hours of travel, you may still call and an agent will work hard to accommodate your request. With advance booking, we would call you the day prior to your departure date to confirm the timing and address for your home pick up. We would send a taxi from our partnered company, Checker Limousine, or one of our vans, 45 minutes prior to your Robert Q Airbus departure time. The taxi would bring you to the Ramada Inn pickup location to meet the airbus for departure.

    For a home pick up available in Sarnia, Ontario:

    In Sarnia, Ontario, there are two (2) common landmark options available as a home pick up:
    1. The Versatile Inn, 1716 London Line, Sarnia, Ontario
    2. Lambton College Residence, 1489 London Rd, Sarnia, Ontario

    Our online bookings may be made up to 5 hours prior to travel; within 5 hours of travel, you may still call and an agent will work hard to accommodate your request. With advance booking, we would call you the day prior to your departure date to confirm the timing and address for your home pick up. We would send a taxi from our partnered company, Greg’s Taxi, 30 minutes prior to your Robert Q Airbus departure time. The taxi would bring you to the Best Western Guildwood Inn pickup location to meet the airbus for departure.

  • How much time is required to book a home drop off and how does it work?

    The following home drop off services are available:

    • Within the City of London, Ontario
    • Within the City of St. Thomas, Ontario
    • In Sarnia, Ontario, there are two (2) common landmark options available as a home drop off:
       1. The Versatile Inn, 1716 London Line, Sarnia, Ontario
       2. Lambton College Residence, 1489 London Rd, Sarnia, Ontario

    Home drop off services can be booked any time prior to the scheduled departure time of the airbus. We welcome these requests from the customer in advance of their travel; or at the very latest, at the time of check in, due to the administration process required.

    A paper voucher with the address details would be given to the customer; this voucher is then passed along to the driver taking you to the home drop off address. We would send a taxi from one of our partnered companies, Checker Limousine in London, Ontario, Greg’s Taxi in Sarnia, Ontario, or one of our vans, to complete the home drop off to your requested address, after arriving to your designated drop off location (Drop off locations: London Ramada Inn; London Robert Q; Sarnia Best Western Guildwood Inn). View Pickup Locations.

  • Is there a fee to change my reservation?

    There are no fees for changes made prior to the scheduled departure time. Please see our cancellation policy for further information.

  • What happens if my flight is late and I miss the airbus I was scheduled on?

    Should your flight be delayed and you do not meet your scheduled airbus in time, once you have checked in, you will be placed on the first available scheduled departure, based on seat availability.

  • What happens if my flight is early, can I get on an earlier departure?

    Should your flight arrive earlier than expected, please check in as soon as possible to determine seat availability on earlier departures.

    For the Toronto Pearson International Airport between 12:30 pm & 11:45 pm please see our check in instructions.
       • Terminal 1 – please report to the Robert Q Airbus check in counter at the Ground Transportation desk, located on Ground Level, one level below the arrivals level, between Post R and S.
       • Terminal 3 – please report to the Out of Town Services desk, inside to the right of door “C” on the arrivals level.

    For the Toronto Pearson International Airport between 11:45 pm & 6:00 am:
       • Please call us at 1-800-265-4948 or 519-673-6804 to check in and determine seat availability.

    For the Detroit Metro Airport please see our check in instructions.
       • Please call us at 1-866-850-7874 or reach us from any Visitor Information Center Kiosk located in baggage claim or ground transportation in both terminals by following the prompts listed under transportation; locate Robert Q Airbus, pick up the phone receiver and press the Check In button to initialize the call – speaking with an agent will assist in determining seat availability.

    For the London International Airport please see our check in instructions.
       • Please call us at 1-866-850-7874 to let us know you have arrived. Speaking with an agent will assist in determining seat availability.

  • About Our Service

  • What are your hours of operation?

    We operate 24 hours a day, 365 days a year. You will always hear a live voice on the other end of the phone.

  • What type of vehicles are used for the airbus shuttles?

    We operate 10 seat occupancy Mercedes Sprinter passenger vans and 16 seat occupancy Ford E450 passenger coaches. At times, based on demand levels, we contract motor coaches with 45 seat occupancy capabilities.

  • Does Robert Q Airbus provide child car seats? Can I use my own child car seat?

    Yes, we provide infant, toddler and booster car seats. Our drivers are trained to install all child car seats we provide. You can use your own child car seat as long it works with the seat belt system on our airbus and it is within the manufacturer’s expiration guidelines. Please note: Booster car seats are not provided on our Ford E450 airbus, as the seat belt system is lap belt only. Also, when motor coaches are contracted to complete our work, all types of child car seats are exempt from use.

  • Where can I park and for how long?

    Please see our pickup locations with details on parking abilities.

    Please be aware that there is no overnight parking at our main office at 105 Wharncliffe Rd S, London, Ontario; the City of London will ticket vehicles left unattended.

  • Can I take my pet on the airbus?

    Robert Q Airbus does not transport pets.

    However, this policy does not apply to service dogs or support animals. For more information please read Robert Q Airbus policy: Travelling with a Service Dog or Emotional Support Animal.

  • Can I bring snacks and coffee / tea / juice / pop on the airbus?

    Yes, you are welcome to bring soft drinks and snacks for your travel with us.

  • Will there be Wi-Fi available at my pickup location? Will Wi-Fi be available on the airbus?

    We are pleased to offer complimentary Wi-Fi at our main office at 105 Wharncliffe Rd S, London, Ontario. Please ask for a wireless password when you check in at the front desk. Some of our pickup locations may also have complimentary Wi-Fi; please ask at their front desks for information. Also, we are currently offering complimentary Wi-Fi on board some of our shuttles; please ask at check in or ask your driver.

  • Can I track my family member’s travel to determine their approximate arrival time?

    Yes, please use our Bus Tracker.

    You will be required to enter the confirmation number of the reservation and last name of the passenger. Monitoring of the shuttle is available once the passenger has checked in and the airbus has departed from the pickup location.

  • Can I tip the driver?

    If you feel you have received quality service, then a gratuity is appreciated.

  • About our Detroit Metro Airport Service

  • How many times a day do you go to/from Detroit Metro Airport?

    Please see our full schedule.

  • How long does it take to travel from the Detroit Metro Airport?

    To London, Ontario:

    Travel time: 3.25 hours. This can vary somewhat depending on traffic and time of day.

    To Toronto Pearson International Airport:

    Travel time: approximately 5 hours. This can vary somewhat depending on traffic and time of day, including layover time for connections from London, Ontario.

  • Do you travel through Sarnia, Ontario to Detroit Metro Airport?

    We cross in Windsor, Ontario to travel to Detroit Metro Airport for our scheduled airbus departures, as at times we have passengers to pick up or drop off in Chatham, Tilbury and Windsor, Ontario. View pickup locations.

    Our private charter service will accommodate requests from customers if wishing to travel through Sarnia, Ontario to/from their destination in Michigan, USA.

  • What border crossing is used for travel to/from Detroit Metro Airport?

    To Detroit Metro Airport:

    We normally cross via the Detroit-Windsor Tunnel from Windsor, Ontario to Detroit, Michigan. We prefer this location as it provides shelter from the elements, as all passengers are asked to deboard for processing at the secondary inspection and reclaim their luggage, which is scanned through an x-ray machine as part of the clearance process.

    From Detroit Metro Airport:

    We normally cross via the Ambassador Bridge from Detroit, Michigan to Windsor, Ontario. All passengers are required to deboard for processing at the secondary inspection. Direction on the processing of luggage, if required, will come from the Canada Border Services Agency officials.

    Please note: Our transportation licence allows for pick up/drop off from our serviced locations only. We cannot pick up/drop off any passengers along our travelled route that is not a serviced location. Please see our pickup locations for more information.

  • Can we stop at the duty-free store on route to/from Detroit Metro Airport?

    As all of our routes are time sensitive, we cannot guarantee that we will be able to make a stop at the duty-free store; however, you would be welcome to ask at the time of check in or ask your driver. If time permits and all passengers on board are in agreement, we would be happy to stop there for you.

  • About our London International Airport Service

  • How does the London International Airport drop off/pick up service work?

    Our transportation licence allows us to provide services to the London International Airport for customers from our pickup locations, excluding: London, St. Thomas, & Woodstock, Ontario.

    Available locations to/from London International Airport:
    • Toronto Pearson International Airport
    • Detroit Metro Airport
    • Windsor Holiday Inn & Suites (Ambassador Bridge)
    • Tilbury Flying J
    • Chatham Esso on the Run
    • Sarnia Best Western Guildwood Inn
    • Strathroy Tim Horton’s by 402


    For a drop off to the London International Airport:
    For customers travelling to the London International Airport from one of our available service locations, you will be provided a drop off to this airport once the airbus has arrived to the London Robert Q Airbus main office, located at 105 Wharncliffe Rd S, London, Ontario. We would send a taxi from our partnered company, Checker Limousine, or one of our vans, to complete the drop off to the address.

    For a pick up from the London International Airport:
    After arriving to the London International Airport and you have collected your luggage, please remain on the Arrivals Level. Please call 1-866-850-7874 to let Robert Q Airbus know you have arrived. We would send a taxi from our partnered company, Checker Limousine, or one of our vans, 30 minutes prior to your Robert Q Airbus departure time. The taxi would bring you to the London Robert Q Airbus main office, located at 105 Wharncliffe Rd S, London, Ontario, to meet the airbus for departure.

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