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On Demand Transit

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Edmonton Transit Service’s (ETS) new On Demand Transit service adds a new layer of service in our integrated transit network.

Book a Ride 

Set up your On Demand account now.

Download the Edmonton On Demand Transit app.

Download On Demand from Apple store logo
ETS On Demand on Google Play logo

If you want to plan a trip that includes a connection between On Demand Transit and the regular transit network, the third-party Transit app will provide options. Note: you will still need the Edmonton On Demand app to book the On Demand portion of your trip.

The new On Demand Transit service is available for customers in 37 communities and 16 seniors’ residences who do not have a regular bus route.

Trip Booking, Cancellations, Account Setup

Trip Booking

Bookings will be required before boarding a shuttle bus to ensure there is enough room for everyone. The real-time trip planning software will try to manage the best routing for the pre-booked customers.


Thereare  three ways to book your ride:

  1. Download the Edmonton On Demand Transit app - Set up your account now and book your trips. The Edmonton On Demand Transit app is available on the Google Play and Apple App stores.
  2. Book online - Create and sign in to your account to book your trips.
  3. Call Centre - An On Demand Transit representative will help you create your account now and book your ride at 780-496-2400.

Note: The On Demand Transit call centre will open 30 minutes before service starts. If you need to book a ride for the start of service, you are encouraged to use the Edmonton On Demand Transit app or this website to ensure you can reserve a seat.

Cancelling Your Trip

If you can’t make a trip, make sure you cancel by using the app or by notifying the On Demand Transit call centre. If you must cancel a trip, please do it within at least 20 minutes prior to boarding.

Note: In fairness to other customers, your account may be suspended if you cancel late or do not show up for your bookings too many times. 

Setting Up Your Account

You are encouraged to set up an account to take advantage of services such as vehicle tracking, push notifications and text messaging. An account will save personal search results and common trips so you can easily book again.

You can set up your account using the Edmonton On Demand Transit app, online or by phone.

If you do not want to create an account, you can book a trip through the On Demand Transit call centre; however some features will not be available. 

On Demand Transit Options and Transit Hubs Look up Tool

Please note: When customers book a trip, they will be provided a couple of trip options. Once their request to book a trip is received, they can expect to wait up to 30 minutes to be picked up. They will also be given time to meet the shuttle at a designated location.



Shuttle Bus Connections

Connecting Established and New Neighbourhoods

On Demand Transit connects you from one of 37 neighbourhoods to 9 transit hubs where you can transfer to the regular Edmonton Transit bus network or LRT. 

Hours of Service

  • Monday to Friday: 6am-10pm
  • Saturday: 9am-7pm
  • Sundays and holidays: 10am-6pm

Note: Vehicles operate between these hours only. Rides cannot be booked if they would arrive or depart outside of service hours.

Pick Up/Drop Off Spots

The number of On Demand Transit pick up/drop-off spots varies by the size of the neighbourhood. In most neighbourhoods, the walking distance is around 400 metres to the nearest pick up/drop off spot. Learn more about pick up/drop-off spots.

View our interactive map

Pick Up/Drop Off Spots Near Neighbourhood Entrances

There is an additional On Demand Transit pick up/drop off spot just outside the entry to neighbourhoods with one main road entrance. This allows customers to transfer to/from regular transit in the local area or continue to the designated transit hub with more connection options. Customers who want a ride to the entrance of a neighbourhood will be able to make this request by using the app, this website or phoning the call centre.

Connecting Seniors' Residences

On Demand Transit is also offered for 16 large seniors’ residences that previously were served directly by community bus routes 305, 307 and 309. This new service goes to 7 nearby transit hubs to connect customers with regular transit routes.

Hours of Service

  • 7 days a week (including holidays): 9am-4pm

Note: Vehicles operate between these hours only. Rides cannot be booked if they would arrive or depart outside of service hours.

Pick Up/Drop Off Spots

Pick up/drop off spots are located very close to the building. Learn more about pick up/drop off spots.

View our interactive map

Pick Up/Drop Off Spots

Pick up/drop off locations will have On Demand Transit signs.

View the interactive map to see where the pick up/drop off spots are located in each neighbourhood.

They can also be found using the location pins in the Edmonton On Demand Transit app when it is available. 

When booking your trip, a vehicle number will be provided so that you know which shuttle bus to board (the shuttle buses don’t have destination signs on the front of the vehicle). 

There could be multiple shuttle buses using the same stop at a hub but going to different neighbourhoods so double check the vehicle number before boarding.

Wait Times

Wait times will vary depending on the number of customers booking rides, the location of the shuttles, as well as traffic and weather conditions.

The maximum wait time between booking and pick up varies by neighbourhood. It won’t exceed 30 minutes in the peak periods (rush hour) and 60 minutes in the off-peak periods, but the actual waiting time should be much shorter.

If you book using the Edmonton On Demand Transit app, you will be able to keep track of your shuttle in real time.

Wait Time at a Designated On Demand Transit Pick Up/Drop Off Spot

The shuttle bus will wait one minute (60 seconds) for you at your requested pick up spot.

How will On Demand Transit work? 

Download the On Demand Transit Guide

On Demand Transit Overview

Shuttle Bus Accessibility and Safety Features

Accessibility

It’s important to identify your accessibility needs when booking a trip, to ensure there is sufficient space.

  • There are 52 shuttle buses equipped with a wheelchair lift to assist those who use a mobility assist device or have difficulty walking up stairs
  • There are 5 low-floor shuttle buses with entry ramps dedicated to seniors’ residences
  • All vehicles have space for either 1 wheelchair, 1 mobility scooter, 2 walkers or 2 strollers (folded)
  • Most shuttles are equipped with a wheelchair lift that can also be used if you have difficulty with stairs

If you have accessibility needs that require door-to-door service, please contact DATS (780-496-4567) to see if you are eligible for this program. 

  • Accredited service dogs are permitted with a lead and harness

Safety

  • For your safety, all shuttle buses are equipped with seat belts. There are also 1 or 2 built-in safety seats for children, and mobility devices can be secured to the floor.
  • All vehicles also have surveillance cameras, similar to regular Edmonton Transit buses.
  • Similar to regular bus service, after 6pm, you can request the vehicle stop anywhere along a main road within the On Demand Transit neighbourhood. The operator will look for a suitable location but cannot go directly to your door.

Children On Board

It’s important to identify if you need a child safety seat or stroller storage when booking a trip, to ensure there is enough space.

The On Demand Transit shuttle buses are designed for passengers of all ages.

  • You can bring a child stroller onto the shuttle, but it cannot be wheeled aboard.
  • There is space on board for 2 strollers, if they are folded and stowed away.
  • There is no bike rack on the vehicle or space on board for a standard bicycle.
  • Each shuttle bus is equipped with 1 or 2 built in safety seats that you must strap young children (20 to 51 pounds/9 to 23 kilograms) into for safety purposes. The Alberta Traffic Safety Act requires passengers of all ages to wear seatbelts or use approved safety seats in vehicles like these.
  • You must bring your own infant safety carrier for those children who weigh less than 20 pounds or 9 kilograms.
  • Bucket style infant carriers should be buckled into the seat belt provided.
  • Children under the age of 12 are strongly encouraged to travel with a parent or guardian for their own personal safety.

Note: On Demand Transit is intended to link customers to other Edmonton Transit bus and LRT routes, and is not meant as a replacement for yellow bus service provided by school boards. However, older youth can travel with other customers to a transit hub where they can transfer to regular bus and LRT routes, including those heading to schools. 

Bus Stop Blades

Transit Hubs

Effective April 25, 2021

Neighbourhoods/Seniors' Residences

Effective April 25, 2021

Project Information

Stay up to date about about the latest project information.

Sign Up

Frequently Asked Questions

What are the six things I need to know about using Edmonton On Demand Transit?
  1. Set up your Edmonton On Demand Transit account through the Edmonton On Demand Transit app, at edmonton.ca/ondemandtransit or call 780-496-2400.
  2. Be on time for your scheduled pick up. In fairness to other passengers, the bus will wait for 1 minute if you are not there.
  3. When booking, identify if you need space for a wheelchair, walker, child stroller or will require a child safety seat.  You must bring your own infant carrier if the child weighs less than 20 pounds/9 kilograms.
  4. If you can’t make a trip, make sure you cancel at least 20 minutes prior to boarding versus keeping the trip and not showing up.
  5. Make sure you double check the vehicle number before boarding so you get on the correct shuttle bus.
  6. Sit back and enjoy the ride with your fellow passengers.
     
What is your no-show, cancellation policy?

Accounts will be reviewed based on:

  • High no-show rate (failing to board your ride without prior cancellation)
    • No-showing three or more times in your last 10 consecutive booked rides
  • High late cancellation rate (cancelling less than 20 minutes prior to boarding)
    • Cancelling three or more times in your last 10 consecutive booked rides

When an account is under review we will first contact the customer to get a better understanding of the situation, provide trip planning tips as required, and issue a warning.

If the issue continues, Edmonton Transit may suspend the account. 

What happens if I miss my On Demand Transit trip due to late connecting bus/LRT?

If you can’t make a trip, make sure you cancel at least 20 minutes prior to boarding versus keeping the trip and not showing up. Consider booking your trip when you are close to the On Demand Transit pick up location.

What are peak/off-peak hours for neighbourhood service?
  • Morning peak hours are considered 6-9am, Monday to Friday
  • Afternoon peak hours are considered 3-6pm, Monday to Friday
     
  • Midday off peak hours are 9am-3pm, Monday to Friday
  • Evening off peak hours are 6-10pm, Monday to Friday
     
  • Saturday off peak hours are 9am-7pm 
  • Sunday and Holiday off peak hours are 10am-6pm
Can I board my ride if I forgot to mention any special needs (for example: wheelchair, stroller, child seat)?

You can still board if there is enough space and someone hasn’t already pre-booked it. Otherwise, you will need to book a ride on another shuttle.

Can I bring groceries, pets, bikes, large items on the vehicle?
  • You can bring luggage or grocery bags on board, but they cannot be placed on seats if other passengers require them. Due to limited space onboard, luggage or large items must fit on a customer's lap. 
  • You are responsible for loading/unloading your belongings.
  • Accredited service dogs do not need to be in a carrier, but should have an appropriate harness and lead. Small pets are allowed in an enclosed carrier, which must fit at the customer’s feet. There is no cost for service dogs or pets. 
  • There are no bike racks on vehicles or storage space on board for a regular bicycle.
Can I bring food or drink on board?

Yes, provided that food and beverages are in containers designed for travel and under the control of the customer.

How do I report a problem?

Your compliments or concerns can be reported directly to the On Demand Transit contractor (PWTransit Canada) by contacting them through the app, or by phoning the call centre at 780-496-2400. 

How would you ensure good service from a contractor?

The contractor will be held accountable to the same service quality, safety and productivity metrics as our regular bus, LRT and DATS services.

Will people feel safe using On Demand?
  • Your safety is a top priority for Edmonton Transit and its partners. All contracted staff are required to meet safety and customer service requirements set by Edmonton Transit. This is similar to the way in which Edmonton Transit closely monitors the conduct and training of all contracted DATS services.
  • All On Demand Transit vehicles are equipped with surveillance cameras.
  • If you have a safety concern, notify the operator, who will contact their on-road supervisor to dispatch appropriate security staff or Edmonton Police Service.
  • Similar to regular bus service, you can phone or text Transit Watch at 780-442-4900 to connect with Edmonton Transit staff.
  • Similar to regular bus service, after 6pm you can request the vehicle stop anywhere along a main road within the neighbourhood. The operator will look for a suitable location but cannot go directly to your doorstep.
Will there be bus shelters at On Demand Transit pick up/drop off locations?

Shelters are not planned for On Demand Transit pick up/drop off locations for two reasons:

  1. Existing bus shelters are being moved to high-use stops as part of the new bus network redesign work
  2. If you are an On Demand Transit customer who books trips with the app, you can track the shuttle’s location so you won’t have to wait long at the pick up/drop off spot
How come my assigned shuttle number changed? How am I notified of changes to my shuttle?
  • If the original shuttle assigned to pick you up is running late for whatever reason (for example, traffic and weather conditions), the On Demand Transit software may assign a closer shuttle to come pick you up
  • Whenever a new shuttle is assigned to pick you up, you will receive a text message notification or push notification from the On Demand Transit app
  • If you booked your trip through the On Demand Transit call centre, the driver of the shuttle will confirm your first name to make sure you are boarding the correct vehicle
How come the shuttle drove by my stop without picking me up?

Every shuttle is assigned to pick up customers in a specific order. To maintain estimated arrival times for customers with booked rides, drivers will follow instructions provided to them by the On Demand Transit software.

I have a ride booked. How come the driver won’t let me board the shuttle?
  • Many transit hubs serve more than one neighbourhood. A shuttle arriving at a transit hub may be picking up a customer going to a different neighbourhood than yours.
  • Check the shuttle ID number provided to you when you booked your trip.
  • Drivers will confirm your first name when you board the shuttle to make sure you are on the correct vehicle. If your original shuttle is running late, you may be assigned a new shuttle.
Why does the app show an odd route for my shuttle? How come its route randomly changes?
  • The On Demand Transit software is dynamic, which means the driver’s route can change. This may happen if another customer in your neighbourhood books a ride around the same time as you.
  • Drivers must follow the routing provided to them in order to meet the estimated arrival times for other customers who booked rides.
  • In the event your shuttle is delayed, you may be reassigned to another vehicle. This will cause the routing in the app to change.
How come the driver verifies my ID by my first name? What if I’m not comfortable using my real name?
  • Every driver has a tablet with a list of customers they are picking up. To ensure the correct customers are on board, drivers will greet every customer by first name.
  • Drivers will greet you by the first name you enter when you create your account or book your trip. If you are not comfortable using your real name, you can use a different name when you create your account or book your trip on the phone.
Why do I have to indicate if a person travelling with me requires a wheelchair space?
  • Each shuttle has a limited number of wheelchair accessible spaces onboard. This ensures there is enough space available on the shuttle for your journey.
  • If you do not indicate the need for wheelchair space when booking, then the shuttle driver will determine if you can board based on available space and the number of other customers who have booked a ride on the shuttle.
What if I need to use the lift because of difficulty with stairs?
  • If you require use of the lift, simply let the shuttle driver know before you board.
  • At this time, you cannot indicate at time of booking that you need to use the lift. We are monitoring demand for use of the lift.
How come the third-party Transit app isn’t providing end-to-end trip plans to/from South Campus using On Demand Transit?
  • Due to technical challenges, Transit app isn’t able to show On Demand trips going to/from South Campus at this time. Transit app is aware of the issue and is investigating potential solutions.
  • If you need to access South Campus via On Demand Transit, you can book trips using the Edmonton On Demand Transit app. When you arrive at South Campus, Transit app can help you plan the remainder of your journey.
Why does my shuttle pick me up at one stop but drop me off at another on the return trip?
  • The On Demand Transit software is dynamic and chooses the best route to take for each trip
  • Depending on rides booked by other customers, you may be provided a different drop off spot than you wanted
  • If you are provided a different drop off spot, the walking distance should not exceed 400 metres to your final destination

Related Links

Public Engagement Reports

Related Documents

First km/Last km Transit Challenge

For More Information

Bus Network Redesign Project

Online Contact 311 Online
Telephone

In Edmonton: 311
Outside Edmonton: 780-442-5311
TTY 780-944-5555

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