In January 2019, The Manitoba Ombudsman made recommendations to improve Winnipeg Transit Plus service. A key recommendation of the Ombudsman's report was a complete review of:
- the administrative processes used to notify customers of no-show violations, and
- the monetary penalties applied.
In January 2020, Stantec, the consultant responsible for the development of the Winnipeg Transit Master Plan (WTMP):
- reviewed the current policy, and
- presented alternative options to Winnipeg Transit Plus customers in a series of workshops.
Findings of the workshops are part of Stantec’s recommendations in the WTMP.
The WTMP aligns with the Ombudsman's report in pointing to key areas for improvement to Winnipeg Transit Plus service. This includes restructuring the No-Show Policy and increasing the no-show/cancellation window.
Transit Plus No-Show and Late Cancellation Policy (Revised Proposal)
In 2023, we asked customers, family members or caregivers, and service providers for feedback on our proposed No-Show and Late Cancellation Policy. Your feedback helped us revise the policy to make it clearer, fairer, and more flexible. This policy is proposed and will go to Council for review in 2026.
The proposed policy aims to reduce no-shows and late cancellations. It tracks:
- Late cancellations
- No-shows/cancellations at the door
Too many of either can result in temporary suspension of service. If the revised policy had been in place over the past year, only about three percent of customers would have had their service temporarily suspended.
What’s new
- No financial penalties
- Separate tracking for late cancellations and no-shows/cancellations at the door
- Warnings first, suspensions based on repeated patterns
- Monthly counts reset; errors do not count
For a full comparison of the existing, 2023 proposed, and revised policies, see the tables below.
How the proposed policy would work
No-shows or cancellations at the door
- Customer is not there when the driver arrives
- Customer is not ready within 5 minutes
- Customer cancels when the driver arrives
- The trip cannot take place due to safety concerns (for example, an unshoveled path or a mobility device that cannot be safely secured)
Late cancellations
- Customer cancels less than 2 hours before pick-up window
Suspensions
In one month:
- Four or more no-shows/cancellations at the door OR
- Six or more late cancellations
Length of suspensions
- 1st suspension: Seven days
- 2nd suspension: 14 days
- 3rd suspension: 30 days
- 4th suspension: 60 days
- Rare cases: up to 90 days
Appeals
- Suspensions longer than seven days can be appealed.
Policy comparison
These tables compare the existing policy, the proposed policy (2023), and the revised policy.
Table 1: Policy approach and key differences
Key feature | Existing policy | Proposed policy (2023) | Revised policy* |
Overall approach | Financial penalties Service suspended when balance owed is too high | Focus is on prevention, not punishment (no financial penalties) Points-based system: - Strikes for too many points lost
- Service suspended for accumulating strikes
Points recognize circumstances beyond customer control | Focus is on prevention, not punishment (no financial penalties) Easy to track and understand Service suspended only for repeated missed trips Understands that “life happens” - customers do not need to worry about occasional no-shows or late cancellations |
Late cancellations vs. no-shows / cancelled at door | No distinction - all missed trips counted as a no-show | Late cancellations tracked separately from no-shows/cancellations at the door | Late cancellations tracked separately from no-shows/cancellations at the door |
Table 2: What counts as a missed trip
Key feature | Existing policy | Proposed policy (2023) | Revised policy |
What counts as a no-show / cancellation at the door | - Customer not there
- Not ready within 5 minutes
- Cancels trip when driver arrives
- Cancels trip less than 30 minutes before pick-up window
- Safety issues
| - Customer not there
- Not ready within 5 minutes
- Cancels trip when driver arrives
| - Customer not there
- Not ready within 5 minutes
- Cancels trip when driver arrives
- Safety issues
|
Cancellation window | Less than 30 minutes before pick-up window | 4 hours | 2 hours |
Table 3: Penalties, suspensions, and appeals
Key feature | Existing policy | Proposed policy (2023) | Revised policy |
Penalty type | Financial charges owed | Education-focused Points system: - Start each month with 7 points
- Lose 1 point for late cancellation
- Lose 2 for cancelled at door or no-show
- Lose all 7 points in a month = strike
| Education-focused – notifications, warnings, and support before suspensions - Counts reset at the start of each month
- Suspensions are tracked over 12 months
- Errors are reviewed and do not count
|
Suspension trigger | Amount owed reaches $30 | Strike 2 and beyond | In one month: - 4+ no-shows /cancellations at door OR
- 6+ late cancellations
|
Suspension length | Immediate until payment | - Strike 2 = 1 week
- Strike 3 = 2 weeks
- Strike 4 = 1 month
| - 1st suspension: 7 days
- 2nd: 14 days
- 3rd: 30 days
- 4th: 60 days
- Rare cases: up to 90 days
|
Reviews and appeals | Customers can request a review | Not available | Formal appeal process Suspensions longer than 7 days can be appealed |
* The revised policy incorporates changes based on feedback regarding the 2023 policy and will go to Council for approval in 2026.
Watch the presentation from the Transit Plus No-show and Late Cancellation Policy virtual event held on June 28, 2023.
