Who should residents contact if they have questions or concerns regarding OC Transpo service?
For general service inquiries such as trip planning, lost and found, and schedules, please contact OC Transpo’s Transit Information line at 613-741-4390 or 613-741-5280 for persons with hearing loss or speech or language impairments. For those with visual impairments, please dial 613-842-3627.
Customers can reach the Customer Relations office at 613-741-4390, or if they have access to a computer they can complete a Customer Relations Form found on our website.
- FAQS – Para Transpo
- FAQs – Presto
Why do buses experience delays?
While service is planned and scheduled to take into consideration minor variability experienced on the street, including traffic conditions at varying times of the day, there are a variety of unavoidable and uncontrollable factors that can affect our planned service. Delays and irregularities of service are often experienced as a result of inclement weather conditions, vehicle collisions, mechanical difficulties, construction, general traffic conditions, detours and heavy passenger loads.
In an effort to further minimize service disruptions and delays for our customers, OC Transpo has a team of Transit Supervisors and Superintendents who monitor and adjust on-street operations where possible; however, depending on resource availability, at times delays are unavoidable.
Customers can stay up to date and informed by receiving real-time bus arrival information directly to their phone by texting 560-560, and they can sign up to receive alerts by e-mail or text for specific bus routes, cancelled trips, elevator status, etc. at the OC Transpo website.
How can I request a new bus shelter or bench for a bus stop in my community?
Shelters and benches are provided at the busiest locations. Approximately 1,200 bus stops have shelters and 1,500 bus stops have benches. The main criteria for determining where to locate a shelter or bench are:
- Number of boarding passengers
- Location’s exposure to the weather
- Waiting time between buses
- Whether or not the location is a major transfer point
- Sightlines for pedestrians and traffic
- Nearby major buildings
- Availability of physical space at the site
- Access to underground utilities
We keep an ongoing file of locations where shelters and benches have been requested, and also rank each site according to the criteria above.
Requests for new bus shelter evaluation and installation should be directed to OC Transpo Customer Relations at 613-741-4390 or by completing a Customer Relations Form found on our website. We ask that you try to provide a bus stop or shelter number to help expedite the review.
Who should I contact if a bus shelter requires maintenance and/or its garbage cans need to be emptied?
To report concerns or to make a service request related to a specific bus shelter, please contact OC Transpo Customer Relations at 613-741-4390 or by completing a Customer Relations Form found on our website. OC Transpo is responsible for garbage pick-up at Transitway stations and park & ride lots.
If garbage pick-up is required, please contact OC Transpo Customer Relations at 613-741-4390 or by completing a Customer Relations Form found on our website. Garbage on City property (i.e. anything aside from a Transitway station or park & ride lot), is the responsibility of the City of Ottawa’s Public Works and Environmental Services Department.
For garbage pick-up on City property, please contact the City by dialing 3-1-1 or by emailing 311@ottawa.ca.
How does OC Transpo determine the location of bus stops?
Bus stop locations in most communities are well established and have existed for many years. Locations do change from time to time – usually due to road construction or changes to a bus route.
Many things go into the decision to locate or move a bus stop, including:
- Bus access
- Safety and security
- Passenger access
- Visibility
- Comfort
- Proximity to major buildings
- Location of prior and next bus stops
- Impact on other vehicle traffic
How do I request snow clearing at a bus stop?
Clearing snow from sidewalks and bus stops is the responsibility of the City of Ottawa’s Public Works and Environmental Service Department. OC Transpo only maintains Transitway stations and park & ride lots. Roads are cleared first, followed by sidewalks. Bus stops and other larger areas are normally cleared within 48 hours of a major snowstorm.
For clearing of bus stops, please contact the City by dialing 3-1-1 or by emailing 311@ottawa.ca.
How does OC Transpo determine route patterns?
OC Transpo follows a set of Council-approved service design guidelines that determine the routes we follow, the hours in which a route operates, and the performance requirements. The guidelines help us make the best use of our buses and other resources to ensure they are assigned as effectively as possible.
Performance of all routes is reviewed continually based on ridership levels, operational costs, customer and staff feedback, and community development plans. Any changes to routes and service are made in consultation with the Ward Councillor(s) of the area, on the basis that they provide more benefit than inconvenience to most customers, and according to the City of Ottawa’s Equity and Inclusion Lens.
Why does OC Transpo’s service change four times a year in April, June, September, and December?
Ridership demands for OC Transpo services typically decline by about 10 per cent in the spring and by as much as 25 per cent in the summer compared to the fall and winter months. As a result, many of our route schedules are adjusted each season.
Service increases occur during the September service change, as there is an increase in ridership due to schools starting up again and individuals returning work after summer holidays. Major routing changes or expansion into new communities also occur in September.
How does OC Transpo plan the frequency of service and bus types on a route?
OC Transpo plans the frequency of service and capacity on a route according to observed historical ridership information and Council-approved service capacity standards, which sets the maximum acceptable number of customers onboard a bus.
During the busiest hour and point along a route, the frequency of service is planned so that there are no more than, on average, 45 customers onboard standard forty-foot buses, 70 customers onboard articulated buses, and 90 customers onboard double-decker buses. This standard takes into account that there will be some standing customers on the bus during peak periods.
To ensure that we are providing sufficient capacity according to our Council-approved service capacity standards, we continually collect and analyze ridership data on all routes as well as review and investigate feedback received from customers and front-line staff throughout the year. If we find that ridership on a route exceeds the service capacity standards, we would then make adjustments to the frequency of service or capacity on a route at the next possible opportunity, based on the availability of resources.
Why is my bus overcrowded/overloaded?
An overcrowded or overloaded bus occurs when a bus is not able to service a bus stop to pick up customers because the number of customers onboard exceeds our Council-approved service capacity standards. When this happens, a bus operator reports an “overload” to OC Transpo’s Transit Operations Control Centre, where this data is collected and analyzed by staff to investigate whether this is a reoccurring issue that needs to be addressed.
As per our Council-approved service capacity standards, an overloaded bus does not necessarily occur if all customers cannot get a seat on board the bus. The capacity standards include all seats as well as a certain number of customers standing, depending on the type of bus model.
Most often, overloaded buses can occur as a result of an unplanned event that impacts the delivery of service (i.e. late/early buses or cancelled service), including, but not limited to: traffic delays, inclement weather, and mechanical failures. They can also occur if ridership on a route has seen a general increase over time.
OC Transpo will investigate any service delivery or overcrowding issue on our service. Please ask customers to provide as much detail on the incident to help us with our investigation, including, time, date, route number, and bus stop number.
Customers can report an issue by calling the Customer Service office at 613-741-4390 or by completing a Customer Relations Form found on our website.
What does OC Transpo do to prepare for inclement winter weather?
While inclement winter weather conditions undoubtedly pose some considerable operational challenges, OC Transpo is committed to providing public transit services that are safe, customer-focused and reliable. A severe weather plan exists to manage and mitigate service delays caused by weather events. OC Transpo works in close partnership with Traffic Services, the Ottawa Police Service, Public Works and Environmental Service and other City departments, as part of the Traffic Incident Management Group, in an effort to minimize transit service disruptions and to assist all commuters.
Any and all service impacts are communicated to our customers through our various communications channels:
- Email or text alerts for specific bus route delays, cancelled trips, elevator status, etc., are sent to customers who have signed Up
- Octranspo.com – cancelled trips, delays and detours are continually posted online
- octranspo.mobi – transit apps help track service impacts
- Text 560-560 – customers can get real-time bus arrival information from their phone by texting 560-560 and their bus stop number
- Twitter: @OCTranspoLive
Why do some buses arrive bunched together?
While service is planned and scheduled to take into consideration minor variability experienced on the street, there are a variety of unavoidable and uncontrollable factors that can affect our planned service. Delays and irregularities of service can result in a bus falling behind schedule. This can result in “bunching on the line” where more than one bus arrives at a stop at the same time.
OC Transpo monitors and adjusts on-street operations where possible to avoid bunching and to separate the buses so that service can be spread more evenly. Service is planned to pick-up a certain amount of passengers and depending on resource availability, and at the risk of not having enough capacity to pick-up all passengers, allowing buses to arrive at the same time is preferred over cancelling a trip.
Why does OC Transpo “interline” buses?
OC Transpo uses industry leading scheduling software that, amongst other variables, maximizes efficiency by reducing the number of vehicles required to provide service. This is accomplished by allowing the use of the same bus and/or operator on more than one route without going back to a garage. This is known as “interlining”.
Because OC Transpo operates such an extensive peak period uni-directional express and limited stop service to the downtown core in the morning, and from the downtown core to outlying areas of the City in the afternoon, we interline buses. This is where the same bus will operate on a variety of routes, travelling between the end of one route and the beginning of another. As a result, a bus may operate on three or four different routes in a single peak period.
Interlining of routes by having buses travel between the end of service on one route to the beginning of another is a very cost-effective way to schedule the service and has allowed OC Transpo to provide both a cost effective and reliable service.
While service is planned and scheduled to take into consideration minor variability experienced on the street, including traffic conditions at varying times of the day, there are a variety of unavoidable and uncontrollable factors that can affect our planned service. Delays and irregularities of service are often experienced as a result of inclement weather conditions, vehicle collisions, mechanical difficulties, construction, general traffic conditions, detours and heavy passenger loads.
In an effort to further minimize service disruptions and delays for our customers, OC Transpo has a team of Transit Supervisors and Superintendents who monitor and adjust on-street operations where possible; however, depending on resource availability, at times delays are unavoidable.
Customers can stay up to date and informed by receiving real-time bus arrival information directly to their phone by texting 560-560, and they can sign up to receive alerts by e-mail or text for specific bus routes, cancelled trips, elevator status, etc.
How can I request a new bus shelter or bench for a bus stop in my community?
Shelters and benches are provided at the busiest locations. Approximately 1,200 bus stops have shelters and 1,500 bus stops have benches. The main criteria for determining where to locate a shelter or bench are:
- Number of boarding passengers
- Location’s exposure to the weather
- Waiting time between buses
- Whether or not the location is a major transfer point
- Sightlines for pedestrians and traffic
- Nearby major buildings
- Availability of physical space at the site
- Access to underground utilities
We keep an ongoing file of locations where shelters and benches have been requested, and also rank each site according to the criteria above. Requests for new bus shelter evaluation and installation should be directed to OC Transpo Customer Relations at 613-741-4390 or by completing a Customer Relations Form found on our website. We ask that you try to provide a bus stop or shelter number to help expedite the review.
Who should I contact if a bus shelter requires maintenance and/or its garbage cans need to be emptied?
To report concerns or to make a service request related to a specific bus shelter, please contact OC Transpo Customer Relations at 613-741-4390 or by completing a Customer Relations Form found on our website.
OC Transpo is responsible for garbage pick-up at Transitway stations and park & ride lots. If garbage pick-up is required, please contact OC Transpo Customer Relations at 613-741-4390 or by completing a Customer Relations Form.
Garbage on City property (i.e. anything aside from a Transitway station or park & ride lot), is the responsibility of the City of Ottawa’s Public Works and Environmental Services Department. For garbage pick-up on City property, please contact the City by dialing 3-1-1 or by emailing 311@ottawa.ca.
How does OC Transpo determine the location of bus stops?
Bus stop locations in most communities are well established and have existed for many years. Locations do change from time to time – usually due to road construction or changes to a bus route.
Many things go into the decision to locate or move a bus stop, including:
- Bus access
- Safety and security
- Passenger access
- Visibility
- Comfort
- Proximity to major buildings
- Location of prior and next bus stops
- Impact on other vehicle traffic
How do I request snow clearing at a bus stop?
Clearing snow from sidewalks and bus stops is the responsibility of the City of Ottawa’s Public Works and Environmental Service Department. OC Transpo only maintains Transitway stations and park & ride lots. Roads are cleared first, followed by sidewalks. Bus stops and other larger areas are normally cleared within 48 hours of a major snowstorm.
For clearing of bus stops, please contact the City by dialing 3-1-1 or by emailing 311@ottawa.ca.
How does OC Transpo determine route patterns?
OC Transpo follows a set of Council-approved service design guidelines that determine the routes we follow, the hours in which a route operates, and the performance requirements. The guidelines help us make the best use of our buses and other resources to ensure they are assigned as effectively as possible.
Performance of all routes is reviewed continually based on ridership levels, operational costs, customer and staff feedback, and community development plans. Any changes to routes and service are made in consultation with the Ward Councillor(s) of the area, on the basis that they provide more benefit than inconvenience to most customers, and according to the City of Ottawa’s Equity and Inclusion Lens.
Why does OC Transpo’s service change four times a year in April, June, September, and December?
Ridership demands for OC Transpo services typically decline by about 10 per cent in the spring and by as much as 25 per cent in the summer compared to the fall and winter months. As a result, many of our route schedules are adjusted each season.
Service increases occur during the September service change, as there is an increase in ridership due to schools starting up again and individuals returning work after summer holidays. Major routing changes or expansion into new communities also occur in September.
How does OC Transpo plan the frequency of service and bus types on a route?
OC Transpo plans the frequency of service and capacity on a route according to observed historical ridership information and Council-approved service capacity standards, which sets the maximum acceptable number of customers onboard a bus.
During the busiest hour and point along a route, the frequency of service is planned so that there are no more than, on average, 45 customers onboard standard forty-foot buses, 70 customers onboard articulated buses, and 90 customers onboard double-decker buses. This standard takes into account that there will be some standing customers on the bus during peak periods.
To ensure that we are providing sufficient capacity according to our Council-approved service capacity standards, we continually collect and analyze ridership data on all routes as well as review and investigate feedback received from customers and front-line staff throughout the year. If we find that ridership on a route exceeds the service capacity standards, we would then make adjustments to the frequency of service or capacity on a route at the next possible opportunity, based on the availability of resources.
Why is my bus overcrowded/overloaded?
An overcrowded or overloaded bus occurs when a bus is not able to service a bus stop to pick up customers because the number of customers onboard exceeds our Council-approved service capacity standards. When this happens, a bus operator reports an “overload” to OC Transpo’s Transit Operations Control Centre, where this data is collected and analyzed by staff to investigate whether this is a reoccurring issue that needs to be addressed.
As per our Council-approved service capacity standards, an overloaded bus does not necessarily occur if all customers cannot get a seat on board the bus. The capacity standards include all seats as well as a certain number of customers standing, depending on the type of bus model.
Most often, overloaded buses can occur as a result of an unplanned event that impacts the delivery of service (i.e. late/early buses or cancelled service), including, but not limited to: traffic delays, inclement weather, and mechanical failures. They can also occur if ridership on a route has seen a general increase over time.
OC Transpo will investigate any service delivery or overcrowding issue on our service. Please ask customers to provide as much detail on the incident to help us with our investigation, including, time, date, route number, and bus stop number.
Customers can report an issue by calling the Customer Service office at 613-741-4390 or by completing a Customer Relations Form found on our website.
What does OC Transpo do to prepare for inclement winter weather?
While inclement winter weather conditions undoubtedly pose some considerable operational challenges, OC Transpo is committed to providing public transit services that are safe, customer-focused and reliable. A severe weather plan exists to manage and mitigate service delays caused by weather events. OC Transpo works in close partnership with Traffic Services, the Ottawa Police Service, Public Works and Environmental Service and other City departments, as part of the Traffic Incident Management Group, in an effort to minimize transit service disruptions and to assist all commuters.
Any and all service impacts are communicated to our customers through our various communications channels:
- Email or text alerts for specific bus route delays, cancelled trips, elevator status, etc., are sent to customers who have signed up.
- Octranspo.com – cancelled trips, delays and detours are continually posted online
- octranspo.mobi – transit apps help track service impacts
- Text 560-560 – customers can get real-time bus arrival information from their phone by texting 560-560 and their bus stop number
- Twitter: @OCTranspoLive
Why do some buses arrive bunched together?
While service is planned and scheduled to take into consideration minor variability experienced on the street, there are a variety of unavoidable and uncontrollable factors that can affect our planned service. Delays and irregularities of service can result in a bus falling behind schedule. This can result in “bunching on the line” where more than one bus arrives at a stop at the same time.
OC Transpo monitors and adjusts on-street operations where possible to avoid bunching and to separate the buses so that service can be spread more evenly. Service is planned to pick-up a certain amount of passengers and depending on resource availability, and at the risk of not having enough capacity to pick-up all passengers, allowing buses to arrive at the same time is preferred over cancelling a trip.
Why does OC Transpo “interline” buses?
OC Transpo uses industry leading scheduling software that, amongst other variables, maximizes efficiency by reducing the number of vehicles required to provide service. This is accomplished by allowing the use of the same bus and/or operator on more than one route without going back to a garage. This is known as “interlining”.
Because OC Transpo operates such an extensive peak period uni-directional express and limited stop service to the downtown core in the morning, and from the downtown core to outlying areas of the City in the afternoon, we interline buses. This is where the same bus will operate on a variety of routes, travelling between the end of one route and the beginning of another. As a result, a bus may operate on three or four different routes in a single peak period.
Interlining of routes by having buses travel between the end of service on one route to the beginning of another is a very cost-effective way to schedule the service and has allowed OC Transpo to provide both a cost effective and reliable service.
