Urban Inc. Accessible Customer Service Plan


Providing Goods and Services to People with Disabilities

We are committed to excellence in serving all customers including people with disabilities, with the aim of improving opportunities for people with disabilities and meeting the requirements of the Accessibility for Ontarians with Disabilities Act, and any similar and applicable legislation or laws.

Our Commitment

We strongly value diversity, integration, inclusion, and equal opportunity. Our commitment is to meet the needs of people with disabilities in a manner that respects their dignity, independence, and rights to equal opportunity and access.


We will communicate with people with disabilities in ways that are considerate of and respectful of their disability.

Service animals

We welcome people with disabilities and their service animals at all times. Service animals are welcome on all tour and transportation products including the city tour buses, the Harbour Cruise, the Niagara Falls Day Tour, and all charter buses. If travelling to Niagara Falls with a service animal, please inform us at the time of booking.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on the city tour buses and on the Harbour Cruise, as well as the Niagara Falls Day Tour.
Support people are eligible for a 25% discount for the City Tour, the Niagara Falls Day Tour, and the Harbour Cruise. This discount is not currently available online, so please contact us by phone about this, or pay in person at select locations on the date of travel.

Assistive Devices

We will accommodate assistive devices belonging to our customers to the best of our abilities. The lower decks of many of our City Tour buses are fully accessible to assistive devices. That said, due to the historic nature of some of our City Tour buses, we may not always be able to accommodate every assistive device on all City Tour vehicles. Our staff will be trained on what is and is not possible.

As for our Harbour Cruise boats, our Niagara Falls Day Tour buses, and our charter buses, at present, these vehicles are not fully accessible to assistive devices, and guests must have enough independent mobility to get on and off. The availability of space on board our Niagara Falls Day Tour buses and our charter buses to store collapsible assistive devices will vary depending on the type of vehicle in use on the day in question, so please contact us in advance for guidance on this. The City Tour buses, the Harbour Cruise boats, the Niagara Falls Day Tour vehicles, and the charter buses are not able to provide electrical power during the trip.

We are continually working to provide and implement other assistive devices and procedures as we grow as a company.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at our info booth at Yonge-Dundas Square, and on our website.


We provide training to employees on accessibility laws and provincial Human Rights legislation related to people with disabilities. Our training consists of both online and in-person learning modules, and this educational content is regularly updated to keep us at the cutting edge of the latest accessibility trends and requirements. This training is completed around the start of each seasonal employee’s time with us, and returning staff are retrained and retested annually.

Our training includes but is not limited to a comprehensive overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard. Employees learn about how to interact and communicate with people with various types of disabilities, how to interact with those who use an assistive device or require the assistance of a service animal or a support person, and what to do if a person with a disability is facing challenges in accessing our goods and services. Staff are also alerted when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way we provide goods and services to people with disabilities can call or email us, or speak to any staff member. All feedback, including complaints, will be reviewed carefully by management.

Customers can expect to hear back in 30 days.

Making Information Accessible

We will happily make written information and other forms of communication accessible upon request. If a person with a disability asks for accessible information or requires communication supports, we will work with them to figure out how to meet their needs, and we will provide this information in a timely manner.

Modifications to this or other policies

Any policy of ours that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.