Microtransit and Specialized Rider Guide

Storage Guidelines

Trunk space is available for small personal items only, such as:

• Grocery bags
• Foldable walkers
• Backpacks
• Small luggage

Items must be stored in the trunk to keep seating areas clear and accessible for shared rides.

Vehicle Capacity

• 2 Wheelchair Van: 2 wheelchair spaces + 3 ambulatory passengers
• Small Capacity Van: Up to 7 ambulatory passengers
• Large Capacity Van: Up to 9 ambulatory passengers

Fares and Transfers

• One fare covers travel in any direction for 2 hours, with unlimited transfers.
• Ask the driver for a paper transfer if paying by cash.
• Riders using the Transit App will have the transfer automatically included in their digital ticket.

How to Use a Transfer:

1. Pay your fare and request a transfer.
2. Present the transfer when boarding your next vehicle.
3. Transfers are valid for 2 hours from time of issue.
4. No transfer is needed if using a 31-day pass.

Proof-of-Payment (PoP) Must Be Available:

• Mobile ticket or transfer
• Valid fare card (with pass or transfer loaded)
• Student card with U-Pass
• Valid cash fare + transfer slip

Transit Supervisors may board vehicles for fare checks. Passengers without valid PoP may be asked to exit.

Transit fares as of Jan. 1, 2023

Fare Prices Beginning July 1, 2025

Rider Expectations

• Seatbelts must be worn unless medically exempt.
• Respect other riders and drivers at all times.
• Remain seated while the vehicle is in motion.
• Drivers cannot retrieve fares from your hands, bags, or clothing. Fares must be readily accessible.
• Support persons must be present for travel if required.
• No smoking, vaping, drinking alcohol, or disruptive behaviour.
• Passengers must not touch vehicle equipment, including radios or ramps.
• Limit parcels to what you can carry independently or with minimal assistance.
• Riders must wear shirts and shoes unless medically exempt.

Violation of conduct rules may result in suspension from the service.

Winter Access Requirements

• Riders must clear snow and ice from the path to the first accessible door of their residence.
• Unsafe driveways or sidewalks may result in trip cancellation for safety.
• If you're unable to clear the path, please contact us so alternate arrangements can be considered.

Mobility Devices

• All mobility aids must be in good working order.
• Service may be denied if:
• The device cannot be safely secured or controlled.
• The device is damaged (e.g., flat tires, missing brakes).
• The scooter exceeds 32" wide, 50" long, or 800 lbs combined weight.

Shared Ride Service

• You may share the vehicle with other riders.
• Your travel route may change to accommodate pickups and drop-offs.
• Specific vehicle types cannot be requested.

Trip Cancellations and Booking Limitations

Trip Cancellations:

• Cancel trips at least 4 hours before pickup to avoid penalties.
• Late Cancel: Cancelling less than 4 hours before pickup.
• No-Show: Not being present at the pickup point within 5 minutes of vehicle arrival.

Booking Limitations:

• If you have 4 or more late cancels or no-shows within 30 days AND these account for 40% or more of your total trips, booking restrictions will apply:
• You will be limited to 4 bookings at a time
• You can only book 48 hours in advance
• Limitations remain for 1 week

Repeated violations may lead to temporary suspension from the service.

Niagara Transit Plus and Multimodal Transit

Multimodal transit refers to integrating various types of transit services, allowing you to move smoothly across Niagara. This includes a combination of Microtransit, conventional buses, and regional services, which work together to get you to your destination most efficiently. With the Niagara Transit Plus app, we’ve made combining these services easier, giving you the flexibility to travel across Niagara with fewer steps and less hassle.

For example, you might take Microtransit to a bus stop and then catch a conventional bus to complete your trip. Now, with Niagara Transit Plus, you don’t have to book each part of your journey separately. The app will allow you to plan and book everything in one go, offering you a smooth, streamlined experience from start to finish.

How Does It Work?

With the Niagara Transit Plus app, you’ll be able to:

• Search for trips by entering your origin, destination, and preferred time.
• View different journey options, which include on-demand rides, fixed-route buses, and a mix of both.
• Book your trip with a simple tap and save your fixed-route legs for future reference using the “My Journeys” feature.
• Travel seamlessly by connecting between Microtransit, buses, and regional services without the need to re-book each leg of your journey.

You’ll also have the flexibility to adjust your journey as needed, choosing the best option for your specific travel needs.

Abandoned Rides

At Niagara Transit, we are committed to providing safe, reliable, and accessible Specialized Transit services. While it is rare, there may be occasions when a scheduled ride cannot be completed due to an unexpected issue. When this occurs, it is referred to as an abandoned ride.

What Is an Abandoned Ride?

An abandoned ride happens when a trip cannot be completed due to an unforeseen operational issue, such as a vehicle breakdown, mechanical issue, traffic accident, or a driver becoming unexpectedly unavailable. These situations prevent Niagara Transit from delivering the trip as planned.

While abandoned rides are uncommon, we treat every situation with urgency and care, working quickly to reduce the impact on the customer.

How Niagara Transit Responds

If an abandoned ride is identified, Niagara Transit takes several steps to minimize the disruption and support the affected customer:

• Proactive Monitoring: Our team actively monitors upcoming trips in advance of their scheduled pickup times. This allows us to identify and respond to potential issues early, often before they affect the customer.
• Timely Communication: We make every effort to contact customers promptly using the contact information we have on file.
• Exploring Alternatives: As soon as we become aware of a potential issue, we will explore options such as reassigning the ride to another vehicle or working with alternate transportation providers to assist in completing the trip.
• Follow-Up Support: If the trip cannot be completed, a member of our team will contact the customer to offer support and help reschedule if needed.

How Customers Can Help

To support a quick and effective response in the event of a disruption, customers are encouraged to:

• Keep contact details up to date.
• Please let us know as soon as possible if your plans change or if a ride needs to be cancelled.
• Be ready at the scheduled pickup time and respond to any contact from Niagara Transit staff.
• Ensure mobile devices are turned on and charged, so we can reach you if needed.

Why This Procedure Matters

By carefully managing abandoned rides, we help ensure fairness and efficiency in service across the region. It also allows us to make the best possible use of available vehicles and resources, so that all customers receive timely and reliable service.

Even when challenges arise, Niagara Transit remains committed to delivering responsive, respectful, and customer-focused service.

If you have any questions or need to update your contact information, please contact the Specialized Transit team directly. We’re here to help.