GUIDELINES Calgary/Banff Service 

Service Provision

Southland Transportation, under contract with the Calgary Regional Partnership (CRP) and the participating municipalities, is responsible for the following and implements its own operational guidelines accordingly:

  • Vehicles and Maintenance - Highway coaches with 55 seating capacity and a bathroom
  • On-time performance
  • Operators Recruitment and Management
  • Safety and Training
  • Accident/Incident reporting and investigating
  • Service Disruption

Service Disruptions / Alerts

Delayed Bus: If a bus is running late with a delay of over 10 mins, alerts will be posted via the On-It Twitter account and the On-It website alert banner.

Bus Break-down: If a delay is a result of a bus break down, Southland will send a replacement bus and initiate the alert process above.

Inclement weather advisory: Inclement weather advisory notices will be posted to the Alert banner on the website and advise passengers to expect possible delays to the service.

Bus stops / Park and Rides Maintenance

The participating municipalities are responsible under the municipal agreements to maintain the areas around the bus stops and the park and ride lots. These must be kept accessible and safe for the public.

Bus Accessibility

  • Bikes are not permitted on the bus or in the under carriage storage compartment.
  • Buses are not equipped to be wheelchair accessible.
  • Strollers must be stored in the under carriage storage compartments. 
  • Overhead storage bins items permitted: one personal item per passenger such as, laptop bag, purse or small back pack. Maximum dimensions 16cm x 33 cm x 43 cm.
  • Under carriage storage items permitted: personal items only such as, luggage or strollers.
  • The aisle must be kept clear of personal items, including shoulder straps.
  • On-It Regional Transit and Southland are not responsible for damage of any items stored in the overhead bins or in the under carriage storage area, as the compartments are not padded.
  • To avoid misplaced luggage, clear identification of luggage is recommended. 
  • On-It Regional Transit and Southland are not responsible for passengers picking up the wrong luggage or lost items carried onboard. 


It is the policy and intention of On-It Regional Transit to provide transportation service to the public, which is free from conduct detrimental to order and safety, and rights of each passenger of our transit system.

On-It Regional Transit drivers and staff will in the event of any violation of its policies or rules enforce the following as appropriate:

  • Removal of passenger
  • Denial of service 
  • Criminal Prosecution

Passengers riding in an On-It Regional Transit vehicle should by their behavior, observe the following rules, prohibitions and procedures.

Disorderly Conduct: No person shall commit any act or engage in any conduct constituting disorderly conduct in a vehicle.

Drugs: No person shall possess or use any narcotics or drugs; offer to another person any narcotics or drugs; or possess any drug paraphernalia in a vehicle.

Food and Beverages: No food or beverages will be consumed on the vehicles, except for those passengers who require food or beverages due to health conditions.

Intoxication: No person shall enter or remain in a vehicle if such person is intoxicated. 

Shirts and Shoes: No person shall enter or remain in a vehicle without a shirt or without clothing that covers the upper portion of the body. No person shall enter or remain in a vehicle without shoes or sandals on both feet.

Smoking: No person shall smoke in a vehicle.

Spitting: No person shall spit in or upon a vehicle.

Pets: Certified assistance animals are permitted on board at no charge. Owners of assistance animals should be prepared to show the animal's verification of training. No other animals are permitted on board or in the undercarriage storage.   



Fares and Tickets

Fare structure

Single one-way tickets


Children ages 2-5 are free but must register for a free ticket to reserve a seat on the bus.

Infants under the age of 2 ride on the lap of a passenger 15 years or older, no need to register.

All pass and ticket purchases are final sale. No refunds or exchanges.

Tickets Sales

Online ticket sales

Tickets are sold online at Online payment accepts Visa, MasterCard, Visa Debit, MasterCard Debit and AMEX (Canadian) Credit.  

Tickets purchased online will be sent to the purchaser by email. E-tickets can be downloaded to a smart phone or printed.

Tickets purchased are for one-way travel only. Passengers must purchase a one-way ticket for EACH direction of the travel.

Ticket purchases are limited to 6 seats per transaction. 

Ticket Validation 

Tickets purchased online are scanned at boarding by either the On-It driver or On-It customer service ambassador.

The inspector may request a passenger to present a valid ticket at any time.


On-It tickets are valid for free travel on Roam services, on same day travel. Passengers transferring onto the Roam system will need to show the Roam Transit Driver their same day On-It ticket when boarding, good for that same day of travel on Roam.


Customer Service

Customer Service Ambassadors

On-It Customer service ambassadors will be located at the Calgary-Crowfoot LRT stop during the peak morning hours and at the Banff High School stop during the peak evening hours.  

Call Center

Weekdays Only

Customers are directed to call 403-938-3966  Monday to Friday 5:30 AM to 7:30 PM.

All calls are logged in the On-It Customer Support Log sheet and call to action sent to either CRP staff or Southland staff depending on nature of question/complaint as follows:

Action by Southland: calls related to route deviation, bus operator behaviour/attitude, schedule adherence, bus operator operation of vehicles, transfer and/or fare disputes and vehicle maintenance and/or cleanliness, lost and found items.

Action by CRP: calls related to tickets, schedules/bus stops, future service.


Customers are directed to email All emails are logged in the On-It Customer Support Log sheet and call to action sent to either CRP staff or Southland staff depending on nature of question/complaint, as above.


Customers are directed to website for:

  • current maps and schedules
  • ticket prices and ticket sales
  • sign up to receive updates by email
  • feedback form
  • blog and social media links