Customer-focused System Integration Policies

A number of customer-service improvements to harmonize policies have been made as the integration of Niagara's transit systems proceeds forward.

These include:

  • A common set of customer service policies, such as pet policies on buses, use and storage of child strollers, and courtesy seating
  • Moving to a single digital system web application which enables users to easily track buses and find route schedules for all of Niagara's current transit systems
  • Consolidating Niagara Regional Transit's after-hours customer service calling with the same provider as transit operators in St. Catharines, Niagara Falls and Welland

Project Timeline

february 2018 - Completed
Implemented single web application for routes and schedules

april 2018 - completed
Integrated customer service policies

may 2018 - completed
Consolidated after hours customer service call handling

winter 2019
Implemented a universal support person pass

spring 2019
Develop a common fare strategy

summer 2019
Develop an integrated route map / rider guide for all major transit operators


Matt Robinson
Director, GO Implementation Office
905-980-6000 ext. 3198
Email Matt Robinson

Public Engagement

Public engagement and participation will be an important element of this study. Engagement opportunities will be available as the study progresses.

Reports and Documents

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