Transit Plus No-Show and Late Cancellation Policy
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.
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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How can we help?
If you have questions or require alternate formats, interpretation or any additional accommodations to participate, please visit engage.winnipeg.ca/help or contact:
 | city-engage@winnipeg.ca |
 | 204-986-4243 |
FAQs
Videos
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Watch the presentation from the Transit Plus No-show and Late Cancellation Policy virtual event held on June 28, 2023.
Who's listening
Engagement type
 | Listen & Learn Share feedback on pre-determined options. |