OC Transpo directed to explore refunds, discounts for OC Transpo disruptions

A motion passed at city council to look at ways to compensate transit riders for poor service. As CTV’s Leah Larocque reports, there are competing ideas.

Ottawa city council has directed OC Transpo to explore refunds, future free transit options or discounted fares to compensate transit users, as riders face another week of bus cancellations and shorter trains on O-Train Line 1.

OC Transpo cancelled more than 9,000 bus trips in January due to a shortage of buses and an aging fleet, while the number of double-car trains running on Line 1 has been reduced due to a new issue with the cartridge bearing assemblies on the Alstom Citadis Spirit Trains.

• These were the most cancelled OC Transpo bus routes in January

Council unanimously approved a motion from Coun. Shawn Menard directing OC Transpo to “explore scenarios to compensate transit users for the latest transit disruptions.” Staff will report back on possible options in May.

“It’s focused on the short-term pain we’re seeing out there,” Menard said.

“We’ve obviously seen a tremendous amount of concern from riders, from residents, as well as the additional congestion on our streets.”

Menard said, “in my ideal world,” OC Transpo would report back with options using money withheld from Rideau Transit Group for the service disruptions.

“Consider options such as free transit when the east end (O-Train) extension launches, reliability improvements such as bus lanes and potential future discounts to passes,” Menard said. “It doesn’t solve problems in the immediate, this would be some compensation that I think is warranted at this time.”

Mayor Mark Sutcliffe said he would not support offering refunds to transit riders for service disruptions.

“As I’ve said before, I know there’s a reference in here to refunds – that’s not my preferred use of any funds that we have,” Sutcliffe said during council.

Menard notes he’s “open” to looking at free transit when the O-Train East extension or using funds to improve service.

Menard’s motion notes OC Transpo is currently operating “well below normal standards of reliability and capacity” because of delays in the arrival of new EV buses, a mechanics shortage and a lack of “sufficient advanced mitigation planning.”

“OC Transpo riders’ daily lives have been negatively affected by the reduced reliability and capacity of the integrated bus and train system,” said Menard’s motion, which was seconded by Coun. Laine Johnson.

Following the council meeting, Menard told CTV News he believes compensation is important when “things go wrong that are within OC Transpo purview.”

“We’ve heard an argument in the past that we should be always investing these sorts of funds back into reliability of the system. Unfortunately, we haven’t seen that happen in seven years. We’ve seen cuts to transit service even though the budget has gone up,” Menard said.

The transit service provided free service to customers in December 2021 following the disruption caused by the O-Train Line 1 shutdown for 54 days. The month of no-charge transit cost $7.2 million, which was covered by funding withheld from Rideau Transit Group.

OC Transpo has a $47 million hole in its 2026 budget with the hope the Ontario government will provide funding for transit.

Council also approved a motion from Coun. Sean Devine for OC Transpo to evaluate “potential models for a Transit Reliability and Accountability Framework” as part of its five-year roadmap.

Devine’s motion recommends a policy for “clear service expectations, public transparency and customer focused accountability mechanisms.”

“OC Transpo customers rely on this service to get to work, school, medical appointments, and family commitments on time, but, as a result of unreliable service, are frequently and routinely late for appointments, or are required to pay for alternate transportation, or are required to add significant buffer time to their commute — all of which are burdens that should not fall on customers,” Devine’s motion said.

The councillor noted Toronto City Council directed the TTC to “evaluate a rider-recourse compensation mechanism.”

Devine says GO Transit in Ontario and transit services in London, Singapore and Washington, D.C. have implemented various financial and non-financial accountability tools to “strengthen trust and accountability.”

The GO Transit “Service Guarantee” applies to all “delayed, regularly scheduled trips, except when delays are caused by extreme weather conditions.”

“If your train’s arrival is delayed by 15 minutes or more, we will credit what you paid for your GO train trip,” GO Transit said on its website, noting customers can click on the “Check Trip” link once the trip is complete.

Devine’s motion recommends OC Transpo report back in the winter of 2027 or start of 2028 with potential options.

OC Transpo offered no-charge transit during the weekend of May 3-4, 2025, to thank customers for their patience and to introduce them to the Trillium Line after its launch. The free weekend cost OC Transpo $285,000.

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