Moving Transit Forward - Niagara Region, St. Catharines, Welland and Niagara Falls consolidate transit customer service policies

The Linking Niagara Transit Committee has started 2018 by taking a positive first step towards the integration of transit systems in Niagara by putting the customer first.

On Jan. 24 the Committee approved a standard set of customer services policies for all four transit systems. This is the first time in 50 years that the public transit services in St. Catharines, Welland, Niagara Falls and Niagara Region will share a common and consistent set of policies that govern such things as priority seating, the use of strollers on buses and pet policies.

The new customer service policy will come into effect on April 1, 2018. Passengers can review the consolidated policy​.

The new set of customer service standards keep the end user in mind and are designed to take the guesswork and confusion out of riders’ minds. Now the same customer policies apply, regardless of what bus you are on.

The move to one consolidated policy is closely aligned with one of the Committee’s five guiding principles to ensure any system is customer driven. In this spirit, the move to consolidate customer service policies ensures that the Committee is continuously working to improve the rider experience.

This is the first action in what will be a series of positive changes to the customer service aspect of transit delivery in Niagara. Work will also be underway throughout 2018 on route enhancements, route maps and further customer service improvements.

The Linking Niagara Transit Committee is an advisory committee of Niagara Regional Council with Mayors from St. Catharines, Niagara Falls, Welland along with the Niagara Regional Chair working to implement recommendations contained in the 2017 Niagara Transit Service and Governance Strategy report by Dillon Consulting. Niagara can expect to see more customer facing improvements to transit services as the Committee works towards integration.


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

Sean O'Brady
Strategic Communications and Public Affairs
905-980-6000 ext. 3742

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