Specialized Transit

• Write Down Booking Details: Jot down your booking details for quick reference and to ensure you have all the necessary information readily available.
• Allow Extra Travel Time: Please allocate extra travel time for your trip, as it may take up to 60 minutes to reach your destination. This additional time ensures you have a comfortable and stress-free trip.
• Shared ride service: We offer a shared ride service, which means other riders may be on board during the trip, the travel route may be altered to accommodate other riders, and the vehicle may stop and pick up other riders as it travels to your destination.
• First-Come, First-Served Basis: Our trips are scheduled on a first-come, first-served basis. While we strive to accommodate everyone's requests, please understand that you may not always receive the exact time you initially requested.
• 15-Minute Pick-up Window: Your designated driver will arrive within a 15-minute pick-up window from your requested time. We kindly ask that you be ready at the first accessible door to board your vehicle promptly at the beginning of this window.
• Be Ready at the First Accessible Door: To streamline the boarding process, please ensure you are prepared to board your vehicle at the first accessible door as soon as your driver arrives within the designated pick-up window.
• No-Show Policy: If your driver arrives and does not see you, they will wait up to 5 minutes before marking you as a no-show. Consistent instances of no-shows may result in a suspension of our service.
• Late Vehicle: Should your vehicle be delayed by more than 15 minutes, please do not hesitate to contact our Booking Agents for assistance.
• Update Contact Information: It is crucial to keep your contact information up-to-date to facilitate smooth communication between you and our team.
• No Changes in Transit: Customers are not permitted to change their destination or pick-up times while in transit. Please communicate any modifications to us before the start of your trip by contacting our Booking Agents or using your mobile app.
• Multiple Trips: If you have multiple trips booked in a day, please note that each booking is considered an individual trip. Therefore, you must exit the vehicle at the end of each trip and transfer to another vehicle for your next journey. Remaining in the vehicle between trips is not allowed to ensure the efficient operation of our service.
• Account Deactivation: Your account will be deactivated if you have not used the service for 24 months. You must submit a new application with updated medical information to resume using the service.
• Booking Time: Passengers may stay on board for up to one hour. There must be a one-hour gap between booking times to ensure enough travel time and to avoid dispatching a return ride before reaching the destination.
• Parking Under Canopies: Drivers are not permitted to drive under canopies. If your residence or the address you are visiting has a canopy, please know that your driver will park outside the canopy. This is for safety and logistical reasons.

All passengers, Attendants, and companions are expected to conduct themselves in a manner that is respectful of other clients, the driver, and the safe delivery of service.  It is expected that:  

• Client behaviour will not be disruptive to the delivery of the service and/or other Clients. Vandalism, inappropriate language, general rowdiness and/or personal interference with other Clients and/or the Driver will not be tolerated. 
• Clients will adhere to all policies, procedures, and/or rules governing service provision. For clarification and without limiting the generality of the foregoing, the following will apply to Client behaviour.
• Clients are to remain seated while the vehicle is in motion.
• Clients must present the proper fare or pass to the Driver. Drivers will retrieve fares attached to mobility devices, provided they are readily accessible. Drivers will not obtain the fare from the Client’s person.
• Clients are to adhere to Driver instructions regarding boarding and de-boarding the vehicle.
• Clients required to have support persons will ensure the support person is present for all trips on the service.
• No Smoking will occur on the vehicle (consistent with Niagara Region’s by-laws and Provincial legislation).
• The number of parcels will be limited to those that can be accommodated by the Client without assistance or with minimal assistance.
• Clients will not interfere with the operation of the vehicle, including all equipment attached to it, such as the radio, ramp equipment, etc.
• Clients are discouraged from distributing literature or other such items on the vehicles.
• All Clients must wear shirts and shoes or other footwear when using the service unless the latter are not worn for medical or health reasons.

Client conduct/behaviour contrary to the Niagara Transit Policies will not be tolerated and may result in the Client being suspended from the service. Incidents contrary to the above will be brought forward to investigate the incident, and appropriate action will be determined if needed. Niagara Transit Policies can be located on our website, nrtransit.ca, under Rider info.

• Riders must wear their seatbelts unless medically excused
• Items that interfere with securing mobility aids, including wheelchairs and scooters, are prohibited
• Smoking, including e-cigarettes, isn't permitted on any transit bus in Niagara, in bus shelters or at bus terminals
• Toxic, flammable or hazardous substances are prohibited on any transit bus, in bus shelters or terminals.
• Alcohol is not permitted on buses, in bus shelters, or at bus terminals. Containers of alcohol must be sealed.
• Riders must carry sufficient medication and supplies in case of a delay
• Riders must refrain from giving gifts or gratuities to the drivers
• Drivers are unable to assist with carrying any personal items, including grocery bags, shopping bags, or other belongings.

Given the high demand for the service, customers must call and cancel any trips they do not require as soon as they know it will not be needed.

Scheduled trips cancelled with less than four hours’ notice prior to the scheduled pickup window will be recorded as a late cancellation. Excessive cancellations and/or no-shows could result in the suspension of an individual’s registration.

Late Cancellation: occurs when a trip is cancelled by the registrant within four (4) hours before the booked trip. Trips that are cancelled by leaving a voicemail when the office is closed are considered on-time if the 4-hour period is adhered to.

“No-Show”: occurs when a registrant does not show up at the pick-up point at the booked time. Note that Specialized Transit clients are provided an allowance of five (5) minutes of operators.

Please note that should any customer have a pattern of continued No-Shows and Late Cancellations, their service will become limited. Within 30 days, if a client has at least 4 late cancels or no-shows, and the total of their late cancels and no-shows is 40% of their total bookings in those 30 days, they get added to the Booking Limitation list. The booking limitations last for 1 week; they can only have 4 rides booked at any given time, and they can only book 48 hours in advance while limited. 

Suspension from Service may occur if a customer continues to violate the “No-Show” or late cancellation policies and has gone through multiple (3) service limitations.

We offer a "shared ride service," which means:

• Other riders may be on board during the trip
• The travel route may be altered to accommodate other riders
• The vehicle may stop and pick up other riders as it travels to your destination.

Niagara Transit cannot accommodate a rider's personal vehicle preference.

Niagara Transit is committed to providing safe, reliable transportation for all customers, including our youngest riders.

As of Tuesday, Feb. 10, 2026, Niagara Transit Plus will permit the use of Child Restraint Systems on its Voyago service. Customers can book trips for a child requiring a car seat directly through the Niagara Transit Plus app by selecting the "Child 12 and Under Requiring a Car Seat" seating option.

Your responsibility as a parent or caregiver

By booking a trip involving a child who requires a car seat through the Niagara Transit Plus app, you acknowledge that you have read, understood and agree to the applicable terms and conditions.

For the safety of your child:

• You must bring your own child restraint system
• You are responsible for installing the car seat correctly
• You must secure your child for the duration of the trip

For safety and liability reasons, vehicle operators are not permitted to assist with the installation or adjustment of child restraint systems.

Taxi service transition

• Effective Feb. 17, 2026, taxi service will no longer be provided for trips involving children who require a child restraint system

Booking tips

To help ensure your requested trip can be accommodated:

• Trips can be booked up to seven days in advance
• When booking in the app, select:
  • A seat for yourself, and
  • A seat for your child, including the appropriate child seat type
• Children aged 12 and under continue to ride free of charge

If you need assistance, our Customer Service team is available by calling 1-833-678-5463.

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.

Your fare of $3.50 allows you to travel in any direction for two hours, making as many transfers as needed to reach your destination. See more about fares.

Specialty transit is a pre-booked, shared-ride transportation service. Accordingly, all clients, support persons, and companions are expected to conduct themselves in a manner that is respectful of other passengers and drivers to ensure the safe delivery of service.

It is expected that:

• Passengers remain seated while the vehicle is in motion.
• Passengers present the proper fare or pass to the Driver.
• Passengers adhere to Driver instructions regarding boarding and de-boarding the vehicle.
• Clients who are required to have support persons will ensure the support person is present for all trips on the service.
• The number of parcels will be limited to what the passenger can accommodate without assistance or with minimal assistance.
• Given the high demand for the service, clients must call and cancel any trips they do not require as soon as they know it will not be needed.
• Scheduled trips not cancelled within four hours of the scheduled pick-up time will be recorded as a “late cancellation.” Excessive late cancellations and/or no-shows could result in suspending an individual’s registration.
• No Smoking will occur on the vehicle (consistent with Niagara Region’s by-laws and Provincial legislation).
• Passengers are discouraged from distributing literature or other such items on the vehicles.
• All passengers must wear shirts and shoes or other footwear when using the service unless the latter are not worn for medical/health reasons.

Specialized Transit drivers assist passengers from one accessible door to another accessible door.

Door-to-door service will be provided based on the following specifications:

• For customers using manual wheelchairs, power wheelchairs or scooters, ramp (no steps). Ramps should comply with Ontario Building Code (OBC) standards.
• For customers using a cane, walker, or other similar mobility device, 2 steps

For ambulatory customers (no mobility device), 2 steps.

It is the responsibility of the client to ensure their mobility device is in proper working condition.

Service can be denied to any Client for the following safety reasons:

• Any wheelchair or similar type of vehicle which, in the opinion of the service provider, cannot be accommodated safely on the ramp or in the vehicle.
• Any wheelchair or similar type of vehicle that the Client cannot completely control.
• Any wheelchair or similar type vehicle which, in the opinion of the service provider, is in poor condition, e.g. flat tires, no brakes.
• Mobility scooters larger than 0.76m (30 inches) wide or 1.27m (50 inches) long or having a combined weight of more than 363 kgs (800 Ibs).

Our specialized transit and Microtransit services are dedicated to providing safe and reliable transportation for our community. However, severe weather conditions, like heavy snowfall and ice, can sometimes affect these services. For the safety of all our passengers and drivers, it's important to ensure a clear and safe path from your home to the vehicle.

We kindly ask that you clear away any snow and ice leading to the first accessible door of your residence. This step is crucial in helping us maintain your safety and the safety of our drivers. If the streets near your home are not safe for travel due to snow and ice, our team will reach out to inform you about any necessary trip cancellations.

We understand that clearing snow and ice might not be possible for everyone. If you face difficulties in ensuring a clear path, please let us know. We aim to work together to find the best solution for your transportation needs, ensuring your safety and access to our services, even in challenging weather conditions.

Application Guide for Specialized Transit Services

Getting Your Application Form:

To start your application for our Specialized Transit Services, you have several convenient options:

Online: Fill out the application directly on our website.

Download: You can download the application form to complete at your convenience.

In-Person Pickup: Forms are available at the St. Catharines Terminal and the Welland Transit Terminal.

Mail Delivery: If you prefer to receive the form by mail, please call us at 1-833-678-5463, Option 1. Our team is here to assist you Monday to Saturday, from 7:00 a.m. to 11:00 p.m.

If You Are Applying Yourself:

Option 1:

1. Fill out and submit Part 1 of the application online.
2. Print Part 2 for completion by a medical/health care professional.
3. Email the completed Part 2 to applications@nrtransit.ca.

Option 2:

1. Print and have Part 2 completed by a medical/health care professional.
2. Scan and save the completed Part 2.
3. Complete Part 1 online and attach Part 2 before submitting.

Option 3:

1. Print the entire application form.
2. Complete Part 1 yourself.
3. Have Part 2 completed by a medical/health care professional.
4. Scan and email the entire completed application to applications@nrtransit.ca.

If A Medical/Health Care Professional Is Applying on Behalf of the Applicant:

1. Complete Part 1 online for the applicant and submit it.

After submitting Part 1, Part 2 will become available. Once Part 2 is completed, submit it as well.

Here's how you can update your information:

Email: Send your updates directly to applications@nrtransit.ca. Whether it's a change of address, contact information, or any other important details, we'll help you update your application promptly.

Phone: If you prefer to speak with someone or need assistance, call our transit information line at 1-833-678-5463 ext. 201. Our friendly staff can assist you from Monday to Friday between 8:30 a.m. and 4:30 p.m.

We understand the importance of having current and accurate information on file. Whether you're updating minor details or need to inform us about significant changes, we're committed to providing you with the support you need to maintain access to specialized transit services. If you have any questions or require further assistance, please don't hesitate to reach out.

Appeals Process

Not all applicants will be approved for eligibility. Some applicants will be determined to be ineligible for specialized services. Some applicants will be approved only for conditional eligibility.

If an applicant disagrees with their eligibility decision, they may appeal the decision through the appeals process included with the applicants’ decision letter.

Appeals Panel

The appeals panel is composed of three (3) individuals, a Third-Party Medical Professional, a Joint Accessibility Advisory Committee member or alternatively, an NT+ customer, and a representative from Niagara Transit+1. At the panel meeting, the Appeals Panel will review your documentation, ask you questions, and give you the opportunity to explain why you feel the original eligibility determination did not capture your functional ability to take conventional Niagara Transit services. The panel will then make a decision that will support your position, uphold the original eligibility decision, or change your eligibility giving more or less access to NT+ services. The decision of the appeals panel is final.

Appeals Timeline

The Appeals Panel shall meet once per month. Appeals decisions will be made within 30 (thirty) days of receipt of the appeals request. The appeals decision will stand for three (3) years without further appeal unless further information is provided to the appeals panel about a change to the applicant’s functional ability to use conventional transit.

Appeals Form

The online Appeals Form can be found on the Niagara Transit website. https://niagaratransit.ca/ntplus-appeal-form/

Or you can download the Niagara Transit Plus - Specialized Eligibility Decision Appeal Form PDF to fill out and send by email to applications@nrtransit.ca, or send the filled-in printed copy to:

ATTN: Niagara Transit Plus Appeals
8208 Heartland Forest Rd
Niagara Falls, ON
L2H 0L7