Frequently asked questions
Thank you for attending our in-person and virtual information sessions last month. It was great to connect with everyone about the exciting changes we are proposing to the service.
As you know, we’re hoping to update our eligibility, no-show and late cancellation, and bag policies. We are bringing these proposed changes to Council later this year.
If you were unable to attend a session, or want a refresher on the information, we have you covered:
General questions
All proposed policy changes need to be approved by City Council before they are implemented. This is a public process that will start with a meeting of the Standing Policy Committee on Public Works. Members of the public can register to appear as a delegation at that meeting.
The earliest proposed policies could be approved is spring 2026. After that, Transit Plus would need to:
- finalize an implementation plan; and
- notify customers about what’s changing and when.
Because those steps take time, we can’t confirm an exact start date yet. Based on what’s involved, we expect implementation would take at least six months after Council approval.
Under the draft policy, customers may bring the items they can manage on their own within their own seat area (for example, on their lap and/or at their feet). Items would not be allowed if they:
- make it harder for anyone to get on or off the vehicle safely;
- interfere with wheelchair or scooter securement; or
- block mobility equipment storage areas or the aisle.
These safety and accessibility rules are the guidelines that will be used to help apply the policy consistently.
Transit Plus will notify customers about any approved policy changes. Transit Plus can send updates by email, automated phone calls, or mail out notices, using the contact information on file. This is how Transit Plus plans to keep riders informed about changes.
No-Show and Late-Cancellation Policy update
Under the proposed policy, no-shows (including “cancel at the door”) would be counted within a calendar month:
- After two events in a month, you would receive a notification. No suspension would happen at this stage, to allow for unexpected situations.
- Three or more events would trigger a warning notice.
- Four or more events would trigger a service suspension notice.
A late cancellation is when a trip is cancelled within two hours of the start of the pickup window. Under the proposed policy, late cancellations would be counted within a calendar month
- Up to three late cancellations in a month: you would receive a notification (no suspension at this stage, to allow for unexpected situations).
- With 4-5 late cancellations: a warning notice would be issued.
- With 6-8 late cancellations: a service suspension notice would be issued.
You can request an appeal within seven days of receiving a suspension notice. A suspension would not be applied until the appeal is heard.
No. If a late cancellation is not the rider’s fault, it would not count toward the proposed late cancellation totals.
They are tracked separately. For example, if someone has two no-shows and two late cancellations in the same month, they would not be at risk of suspension based on the proposed thresholds. Notifications are intended to give riders an opportunity to address issues early.
Eligibility Policy update
Yes. Under the proposed eligibility approach, people whose sensory, cognitive, and/or neurodivergent-related functional needs make it hard to use conventional transit some or all of the time could be eligible for Transit Plus. This would expand eligibility compared with the current criteria.
Under the proposed approach, eligibility would be based on a functional assessment. That means Transit Plus would look at how a person’s physical, cognitive, sensory, and/or visual abilities affect their ability to use conventional transit.
Transit Plus would continue using its current standardized assessment process and would explore additional assessment tools to better reflect different types of needs (including physical, cognitive, and sensory factors).
No. Current customers would not be reassessed right away. Customers would be reviewed under the proposed criteria during their regular three-year renewal (re-registration).
Until your renewal date, you would continue receiving the same Transit Plus service you receive today.
No. If you are a current Transit Plus customer, your service will not change right away because of the proposed eligibility updates. The new eligibility criteria would be reviewed when you reach your next three-year renewal (re-registration) date. Until then, you will continue to receive the same Transit Plus service and eligibility status you have today.
Any changes would only happen after City Council approval, an implementation plan is finalized, and customers are notified.
These categories describe when you can use Transit Plus, based on how your disability affects your ability to use regular (conventional) Winnipeg Transit.
- Unconditional eligibility: You can use Transit Plus for your trips because you are not able to use conventional transit (fixed bus routes and On-Request) most or all of the time.
- Conditional eligibility: You can use Transit Plus some of the time, but there are situations when you can’t use conventional transit. Transit Plus would be available when those conditions apply (for example, certain weather, distances, safety barriers, or other factors that make conventional transit not workable).
- Temporary eligibility: You can use Transit Plus for a limited period of time because your disability or condition is expected to change (for example, during recovery). Your eligibility would be reviewed again at the end of that temporary period.
Carry-on Bag Policy update
Under the proposed bag policy, you can bring the items you can safely manage within your own seat area. Your items must not take up another customer’s space or block the aisle.
If this policy is approved and moves to implementation, Transit Plus will share clearer guidance (including examples) before it takes effect.
No. Bags are not stored in the trunk. The trunk space needs to remain available for mobility equipment for customers who require it. This approach also aligns with the Accessible Transportation Standard Regulation set to take effect January 1, 2027.
No. Drivers are not able to carry or move bags under the current or proposed policy. Drivers focus on light physical assistance to help customers enter and exit the vehicle, and remain close by to respond if needed.
No. Mobility aids (like wheelchairs and walkers), medical devices and oxygen tanks, and service animals are considered essential support and are not treated as carry-on bags.
Animals can travel if they are in a secure, closed carrier and the rider can manage the carrier safely. The carrier must stay within the rider’s space, must not take another customer’s seat space, and must not block the aisle. Service animals do not fall under these requirements.
