In the event of a delay to service on O-Train Line 1, OC Transpo has a communication plan in place to alert customers of the delay and provide them with timely service updates so that, if required, they can consider alternatives and adjust their travel plans accordingly.
OC Transpo alerts customers about train delays using the following channels:
- Audio announcements on trains;
- Information displayed on screens in trains;
- Audio announcements in stations;
- Alerts displayed on information screens in stations;
- Twitter (@OCTranspoLive and @OCTranspoDirect);
- octranspo.com (both on home page banner and in the service updates);
- Subscription-based SMS and email notifications;
- Automated telephone recordings on the customer service and information line; and, in some cases,
- Signage at stations.
To ensure the timely and effective delivery of alerts to customers, the selection of channels we use to notify customers of service delays is determined by the duration of the delay and the resulting impact to customers.
Short delays have a low impact to customers and primarily affect those on the affected train or in the affected station; therefore, announcements are provided only to customers on the affected train or affected station. Information is not provided via social media for these localized and short delays, so as to preserve that channel for delays that are more widespread and which could affect customers’ travel plans before they enter the system.
Longer delays have a greater impact on customers and on the system, and so we provide alerts on trains and stations, on octranspo.com, on social media, and through our notification system, in order to alert customers before they enter a station or begin their travel.