Transit Plus No-Show and Late Cancellation Policy

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Winnipeg Transit Plus is changing how it responds to no-shows and late cancellations. When no-shows and late cancellations occur, a vehicle goes unused, and a trip is wasted. That means fewer customers can take trips.

The new proposed Transit Plus No-show and Late Cancellation Policy aims to improve service for Transit Plus customers by using a point-based system with suspension of service as a penalty for losing points. To learn more, watch the two-minute video, read the proposed policy, or check out the presentation.

When will this policy change and the points system take effect?

The following steps need to take place first:

  • feedback from this engagement will be analyzed and changes may be made to the proposed policy
  • a final version of the policy will go to Winnipeg City Council for consideration
  • Winnipeg Transit Plus will bring in an improved booking system. This will allow customers to book/cancel trips online

If the policy is approved by Council, and once the improved booking system is in place, the policy will then be implemented.

Winnipeg Transit Plus is changing how it responds to no-shows and late cancellations. When no-shows and late cancellations occur, a vehicle goes unused, and a trip is wasted. That means fewer customers can take trips.

The new proposed Transit Plus No-show and Late Cancellation Policy aims to improve service for Transit Plus customers by using a point-based system with suspension of service as a penalty for losing points. To learn more, watch the two-minute video, read the proposed policy, or check out the presentation.

When will this policy change and the points system take effect?

The following steps need to take place first:

  • feedback from this engagement will be analyzed and changes may be made to the proposed policy
  • a final version of the policy will go to Winnipeg City Council for consideration
  • Winnipeg Transit Plus will bring in an improved booking system. This will allow customers to book/cancel trips online

If the policy is approved by Council, and once the improved booking system is in place, the policy will then be implemented.

​Background

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. 

New Proposed Transit Plus No-show and Late Cancellation Policy

Under the WTMP, Winnipeg Transit Plus will replace its current approach with a hybrid program to incorporate no-shows and cancellations. This new policy will focus on public education and will assist customers in managing their use of the service.  

The new policy, as outlined in the WTMP, will also increase the cancellation window to better align with industry best practices. 

The image below illustrates how the new proposed system works.

First day of the month: Start with seven points in your Transit Plus account. Book and take trips with Transit Plus throughout the month. Don't take a trip: - If you do not take a trip and cancel four hours or more before the pick-up window, there is no change in points. - If you do not take a trip and cancel less than four hours before the pick-up window you lose one point. - If you no-show, you lose two points. Lose all seven points in a month: you get a strike on your account. First Strike: The first strike is a friendly reminder. Second strike or more: The second strike or more results in suspension of service. One year without any strikes: strikes are erased from your account.


When will this policy change and the points system take effect?

 The following steps need to take place first:

  • feedback from this engagement will be analyzed and changes may be made to the proposed policy
  • a final version of the policy will go to Winnipeg City Council for consideration
  • Winnipeg Transit Plus will bring in an improved booking system. This will allow customers to book/cancel trips online

If the policy is approved by Council, and once the improved booking system is in place, the policy will then be implemented.

Learn more

To learn more about the proposed policy:

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Page last updated: 21 May 2024, 02:31 PM