What's New at Winnipeg Transit Plus
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Winter-only service season begins
Effective November 1, 2024 – Winter-only service for the 2024/2025 winter season has started. It will remain in effect until April 15, 2025.
Updates to the fare payment system
We are excited to be launching new enhancements to our fare payment system.
On Thursday, October 10, customers will notice a variety of changes, including a brand-new payment feature and adjustments to existing payment polices.
Auto-loading e-cash
Our new auto-loading function will automatically top up e-cash amounts when balances drop below a certain point. This will ensure customers always have e-cash for their Transit Plus trips.
To access this function, customers will first need to have a credit or debit card attached to their account. They can do this, as well as set up the auto-load function, in the Winnipeg Transit+ On-Request web and phone app, or by calling 204-986-5722 and speaking with a customer service representative.
Paying for trips with e-cash
Customers who select the e-cash option to pay for trips must have sufficient funds in their account for the trip. Customers can no longer accrue negative fare balances when paying for trips.
If a customer does not have sufficient e-cash funds, they will be asked to top up their funds ($5 increments up to a maximum of $200) or choose an alternative payment method.
Travelling with guests
Customers travelling with guests must pay for rides using the same fare payment method. For example, if the customer selects e-cash, the guest would also have to pay using e-cash. In the event that a customer is using a monthly fare pass, the guest can use one of the following options:
- The customer’s e-cash balance
- The customer’s attached credit or debit card
- A physical fare option (cash, ticket, token, etc.)
Do you have questions about the changes coming to our fare payment system?
You can contact the Winnipeg Transit Plus Contact Centre daily from 8 a.m. to 10 p.m. at 204-986-5722, or fill out our online form.
Introducing a PIN-based login for the automated phone service
We are making our automated phone service more accessible.
A PIN-based login system is launching on August 1, 2024. Currently, customers can only access the service by calling with the phone number registered to their Transit Plus account. As of August 1st, when customers call 204-986-5711 to book, cancel or check the status of trips, they will be asked to:
- Provide their customer registration number
- Select a four-digit PIN
These changes ensure access for customers with shared phone numbers, as well as caregivers and family members. All callers will be able to use the automated phone service from any telephone number by entering the customer registration number and PIN combination.
Protect your PIN: If you forget or wish to change your PIN, speak with a Customer Service Representative by calling 204-986-5722. Customer Service Representatives will ask you or your designate verifying questions before making changes to your PIN.
New, improved trip-booking system launching on Tuesday, June 18
Exciting changes are coming to Winnipeg Transit Plus.
On Tuesday, June 18, we will be launching a new, improved trip-booking system to all customers. We’re thrilled to introduce these modern self-service booking options:
While the automated phone service will be available to all Transit Plus customers at launch, the app will only be accessible, initially, to a select group of early adopters. The full app launch will follow on Tuesday, July 9. These new options will be available with the current trip-booking methods.
There will also be changes to fare payments. A one-time transfer of funds from Transit Plus accounts to the new system in the form of e-cash will occur. Customers will also be able to attach a credit or debit card to their profile to pay for trips and/or buy fare products.
Learn more about these changes.
Customer service survey launching November 24
Transit Plus will be launching a new feature to monitor and improve our customer service.
Beginning Friday, November 24, 2023, customers will be offered to take part in a brief survey after each call. Using your telephone keypad, the survey will ask you to rate your experience with us during your call.
Customers are encouraged to choose to respond to the survey on each and every call. Your feedback will help us monitor trends and identify areas where we can improve on customer service delivery, disability awareness, and more.
Registration and assessment wait times
Due to staff shortages in the registration and assessment unit, there are currently delays relating to the Winnipeg Transit Plus application and assessment processes.
Status of new application reviews:
It may take up to 30 business days for your application to be reviewed. If it has been less than 30 business days, please wait for your letter in the mail with next steps or call back once 30 business days have passed. Applications are reviewed based on the order received and are not prioritized based on personal circumstances.
Status of reregistration application reviews:
If you have submitted an application form to renew or reregister your account, your account will be extended while we complete the review. Your account will not close and you will not have a lapse in service if you have submitted the documentation you have been asked to submit.
Status of assessments:
A high number of applications for service are being submitted. Due to this and staffing shortages, we have limited assessment bookings available. Winnipeg Transit Plus takes assessment bookings up to one month in advance. Each day, a new set of assessments become available. Customers may cancel or reschedule their assessments and earlier dates may then become available. Please check back regularly.
If you have an assessment booked and are unable to attend, please cancel as soon as possible. This will allow others to use the appointment. Please know if you cancel your appointment, your new options may be limited.
To check assessment availability online, go to winnipegtransit.com/wtpregistration.
The same assessment availability online applies if you choose to call the Transit Plus Contact Centre.
We apologize for the inconvenience this may cause and are working to resolve these issues as soon as possible.
Winter-Only service season begins
Effective October 26, 2023 – Winter-only service for the 2023/2024 winter season has started. It will remain in effect until April 15, 2024.
Improving Access to Trip Booking
A new software platform is coming for Winnipeg Transit Plus. We have selected a provider for this booking and scheduling system, and are one step closer to a launch in 2024. Exact timelines are still being finalized.
When this project is implemented, Winnipeg Transit Plus customers will be able to book trips themselves in a variety of accessible ways.
As a customer, you’ll be able to access more options to pay and modern interactive voice response technology. We’re excited to be one step closer to providing you more convenient ways to access our service.
Another goal of this project is to simplify the trip booking process for our staff as well. We’ll be looking for improvements in call times as a measure of success
Additional service enhancements will:
- simplify workflow for Winnipeg Transit Plus drivers,
- enable more efficient routing, and
- increase the shared-ride pooling of Winnipeg Transit Plus vehicles so more trip requests can be accommodated.
Winnipeg Transit Plus is excited to launch a new and easy way for customers to connect with us.
Customers now have access to an online form to:
- Get started with registering for our service
- Book or manage a service assessment
- Submit a commendation or a complaint
- Get help with fares or no-shows
- Address any other non-urgent questions or concerns
You will receive an initial response to concerns submitted online via the online form within two (2) business days.
To book a trip, or for time-sensitive concerns, such as trip cancellations or important lost property, customers should call the Transit Contact Centre at 204-986-5722, open daily from 8 a.m. to 10 p.m.
Customers with concerns about conventional transit bus service should continue to contact 311.
Winnipeg Transit Plus Annual Report now available
June 8, 2023 – The Winnipeg Transit Plus Annual Report is now available online.
Transit Plus News Archives
Winnipeg Transit Plus invites feedback on proposed changes to how it responds to no-shows, late cancellations
June 15, 2023 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.
Customers, caregivers, service providers and community stakeholders can learn more about how the proposed points-based system works by visiting winnipeg.ca/noshowpolicy. They can register to participate in one of the virtual events taking place on Wednesday, June 28. A survey is open for feedback until July 14.
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.
Transit Plus partnership with Winnipeg WAV
Starting on December 19, 2022, Transit Plus is partnering with Winnipeg WAV to deliver a pilot project in an effort to better serve our customers as demand for our service changes and grows.
During the pilot project, if Transit Plus capacity is reached, we will attempt to schedule some of our trips using wheelchair accessible vehicles for hire delivered by drivers and vehicles registered in the Winnipeg WAV program in an effort to complete more customer trip requests.
The way Winnipeg Transit Plus customers book vehicles and pay for rides will not change, and there is no additional cost if a trip is delivered by drivers and vehicles registered in the Winnipeg WAV program.
For more information about the pilot project and what to expect as a customer, visit the Driver and Vehicle Identification page.
Winnipeg Transit Plus Contact Centre wait times
Updated: November 23, 2022 – Please be advised of higher than normal call wait times at the Winnipeg Transit Plus contact centre. At this time, due to staff shortages and increased absenteeism, we are seeing customer call wait times of over two hours.
Winnipeg Transit Plus currently has five customer service representative (CSR) vacancies out of a total staff compliment of 22. These vacancies, paired with an increase in absenteeism, is significantly impacting our ability to answer calls in a timely manner. We are working to recruit and train new CSRs, however, it has been extremely difficult given the current workforce climate not only in Winnipeg, but across Canada.
Customers calling to cancel trips or make balance inquiries, are encouraged to use the self-serve options which are available 24 hours a day, seven days a week, by calling our automated line at 204-986-5711.
We also encourage passengers who have not yet signed up for automatic trip notifications to please do so.
Trip-priority system to be replaced with more equitable bookings
September 22, 2021 – As part of its commitment to improving accessibility, Winnipeg Transit Plus will soon move to a first-come, first-served system of booking trips, eliminating an outdated system for booking trips that can limit access to service for its customers.
Starting October 6, all Winnipeg Transit Plus trip requests will be assigned on a first-come, first-served basis using updated trip booking software.
In addition to being fairer and more equitable, the new system will also be more efficient, making it easier for Winnipeg Transit Plus to shift resources in the case of cancellations or no-shows.
This means trips booked with Transit Plus will no longer be assigned a priority and booked accordingly, as a recent review found the system to be outdated, and in practice can be perceived to be discriminatory.
The review, which was recommended in an Ombudsmen’s report and carried out under the direction of City Council, found other paratransit agencies have moved away from this model. The shift to a new system of booking will also ensure the Transit Plus system of booking aligns with upcoming accessibility legislation (The Accessibility for Manitobans Act.)
Under the new system, Transit Plus customers will find out immediately if a trip is available at their requested time, or if we can offer an alternate time that works for them.
Customers will also be provided with a 30-minute pick-up window instead of an exact time, which will help address travel impacts with the service, beginning with a more flexible, efficient schedule. You can also opt in to be notified of their pick-up window again the night before their trip, and approximately 15-minutes before drivers arrive. While most of these changes go in effect October 6, trip notifications will be available to customers who opt in immediately.
More information about the new booking system is available on the First-Come, First-Served Booking page (formerly the Priority Booking page).
New in 2021: Winter-Only period to begin no later than November 1
October 20, 2021 – The period for winter-only Winnipeg Transit Plus service now begins no later than November 1 and ends no earlier than April 15.
This change comes as the result of a policy update that followed engagement with Transit Plus customers who are eligible for service during the winter months, and a review of practices of other paratransit service providers across Canada.
The updated policy recognizes that “winter conditions” can be unpredictable and can occur earlier or last longer than the defined period, and the Manager of Client Services has the authority to use the following metrics to adjust the beginning or end dates on the first day of a seven-day forecast predicted by Environment Canada:
- When a snow accumulation of snow or a depth of three centimetres or more exists or is predicted and/or
- If the forecast is for weather conditions such as adverse snowfall, freezing rain, ice, or a windchill of minus 15 or colder
In the case the period for winter-only service begins prior to November 1 or is extended until after April 15 due to forecast conditions, a message notifying eligible customers will be shared on this page and our Contact Centre phone line.
Winnipeg Transit Plus to require passengers to self-screen for COVID-19 symptoms
Starting October 1, 2021, Winnipeg Transit Plus customers will be required to self-screen for COVID-19 before every ride, rather than screening prior to trip booking.
Customers can self screen using questions available:
- On our website
- In a printable PDF (hard copy available by request)
- In audio format on our contact centre line
More information is available on the Keeping Winnipeg Transit Plus Safe page.
Reminder: travel requirements for active account status
June 18, 2021 – Transit Plus policy requires customers to travel once every 18 months to keep their account active. We recognize the COVID-19 pandemic has greatly impacted the use of the service for many customers. If you are uncertain of the last date you travelled please call the contact center at (204) 986-5722 and we would be happy to provide this information to you.
If you have not travelled in 16 months or more, do not plan to travel in the near future, and are concerned about your file going inactive as a result, please speak to one of our customer service representatives.
Changes to automated service line – automatic trip confirmation now in effect
Updated July 13, 2021 – Changes to the Winnipeg Transit Plus automated service line available at 204-986-5711 are now in effect.
You will notice the following differences:
- If you are calling to hear your trip times (also known as confirming your trips), select the new option that says “To check on or cancel an existing trip, press 3.” The word “confirm” will no longer be used.
- You will no longer be required to press any buttons on your telephone keypad to confirm your trip times, as the trip will automatically be confirmed.
- Speech recognition will no longer be available. You must use your telephone keypad to select options. Winnipeg Transit Plus customer service representatives are available to assist.
If you need to cancel your trip, call our Automated Service at 204-986-5711 at least 30 minutes before pick up time. If you are experiencing any difficulties using the updated automated service, please contact the Winnipeg Transit Plus contact centre at 204-986-5722.
Changes to Transit Plus service area boundaries
Effective January 1, 2021, there will be a change to the service area boundaries for Winnipeg Transit Plus which will provide an expanded service area for customers.
If you were previously notified that your address or a destination was outside of the service area and have not been contacted regarding this change, or if you have additional questions, please contact Transit Plus.
You can request an address be reviewed to determine if it is now within the new service area boundaries.
The service area expansion comes as a result of the elimination of a policy stating that Transit Plus operates within the same geographical service area of Winnipeg’s conventional transit system, which required the origin and destination of a trip to be within 500 metres of an established bus route. Council approved the change as part of its 2020 – 2023 Multi-year budget.
WINNpass program now accepting applications
Friday, May 1st 2020 – The WINNpass is a new program from the City of Winnipeg that provides eligible customers the opportunity to purchase a full fare monthly transit pass at a reduced rate.
The program will start accepting applications as of May 01, 2020.
As a parallel service, all eligible Transit Plus customers can apply for the WINNPass and can use it on Transit Plus once approved for the program. For application instructions and full details on the program please visit:
Once approved Transit Plus customers can purchase a WINNPass by calling the contact centre at 204-986-5722.
Winnipeg Transit Plus ID Card no longer required
Tuesday, June 11th 2019 – As of June 1st 2019, Winnipeg Transit Plus ID Cards are no longer required and will not be used or sent to any new or existing registrants requesting a replacement card.
Manitoba Ombudsman Report on HT Service
Tuesday, January 9th 2019 – Today, the Manitoba Ombudsman’s Office released a report outlining recommendations for Handi-Transit service in response to a complaint filed by the Independent Living Resource Centre (ILRC) in February of 2016.
In reviewing the ILRC’s complaint, Winnipeg Transit Plus provided additional information and clarifications on some of its policies to assist the Ombudsman’s Office with their investigation.
Further City comments on the Ombudsman’s recommendations can be found in the attached summary document.
For more information please see links listed below.
*"Manitoba Ombudsman Website":https://www.ombudsman.mb.ca/
*"Ombudsman Report":https://info.winnipegtransit.com/assets/2331/Ombudsman_Report_Case_2016-0057.pdf
Changes coming to Handi-Transit in 2019
Wednesday, December 19, 2018 – A new year will bring changes to Winnipeg’s Handi-Transit service including an updated scheduling system for improved service and a refreshed name to include more inclusive language.
In September 2017, Handi-Transit launched a campaign to choose a new, more inclusive name for the service, which solicited feedback from the community and stakeholders. Through this process and in consultation with the Handi-Transit Policy Advisory Committee, the name Winnipeg Transit Plus was chosen.
Since the Handi-Transit name was adopted in 1977, there have been many changes in our understanding of disability issues and the language used to describe persons with disabilities. The introduction of new Provincial legislation, The Accessibility for Manitobans Act,and its continued development provides clear direction on the use of inclusive language when referencing services for the community. A new name for Handi-Transit is one step towards a more inclusive environment for all Winnipeggers.
Here is the new Winnipeg Transit Plus Logo
