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.

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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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

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