Councillors propose refunds, ‘money-back guarantee’ for delayed, cancelled OC Transpo trips

With trains out of service and bus trips cancelled, some councillors are looking for accountability from OC Transpo. CTV’s Katelyn Wilson reports.

Two Ottawa councillors want OC Transpo to explore offering refunds or travel credits for transit riders facing delayed or cancelled trips as the service deals with a shortage of LRT vehicles on Line 1 and buses.

It has been a rough start to 2026 for Ottawa’s transit service, with a shortage of buses available due to maintenance requirements and the wait for new buses to arrive and OC Transpo reducing the number of double-car trains available on Line 1 due to a new issue with the cartridge bearing assemblies on the Alstom Citadis Spirit trains.

The latest issue was Tuesday night when hundreds of transit riders were stuck on O-Train Line 1 platforms after a train stopped near Pimisi Station due to a mechanical issue.

• ‘The train kind of lurched forward and came to an abrupt stop’: Riders describe experience aboard stalled LRT train

Councillors Sean Devine and Shawn Menard introduced notices of motion during Wednesday’s Council meeting that would direct OC Transpo to look at refunds, fare credits or discounted future service to compensate transit riders for the recent travel issues.

Devine’s motion, seconded by Jessica Bradley, calls on OC Transpo to evaluate a possible “Transit Service Reliability Guarantee and Accountability Program,” which could include a “refund or fare-credit mechanisms for customers who experience significant delays or cancellations beyond defined service standards.”

Devine says the issue that disrupted service on O-Train Line 1 at Pimisi station Tuesday afternoon was the “straw that broke this camel’s back.”

“What I’m looking for is accountability. Riders are paying for a service that they’re not receiving, and I hear customers talking about all the time about where’s the accountability,” Devine told Newstalk 580 CFRA’s Ottawa at Work with Patricia Boal on Thursday.

“My main goal, all of our goal, should be to improve transit performance so we have a more reliable transit service. Accountability leaders to better performance.”

Devine says Ottawa should explore a “service guarantee – a measure that improves accountability.”

Devine says GO Transit in Ontario and transit services in London, Singapore and Washington, D.C. have implemented various forms of service guarantees.

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.

• Should Ottawa transit riders receive refunds? Head of OC Transpo says Council must decide

Devine notes the Toronto City Council recently passed a motion directing the Toronto Transit Commission to explore the feasibility of implementing a “money-back guarantee to issue refunds for any customer who experiences a delay on their trip of fifteen minutes or more from expected on-time performance.”

“Exploring a similar approach in Ottawa could demonstrate a renewed commitment to customer service, rebuild trust with riders, and further incentivize OC Transpo to deliver service that meets its customers’ expected standards,” Devine said.

Menard’s motion, seconded by Coun. Laine Johnson, recommends OC Transpo “explore scenarios to compensate transit users for the latest transit disruptions.” Menard says options could include refunds, capital improvements to reliability, discounted future service or “another method of compensation.”

Council approved the $906 million net operating budget for 2026 in December, which included a 2.5 per cent transit fare hike. The OC Transpo budget included a $47 million placeholder for funding from the Ontario government, but there has been no deal finalized.

Mayor Mark Sutcliffe says he understands the frustrations of transit riders, but offering refunds or free transit is not an option he would support.

“I just want to deliver reliable service to the people of Ottawa,” Sutcliffe told Newstalk 580 CFRA’s The Morning Rush with Bill Carroll on Thursday.

“Taking money out of OC Transpo to issue rebates or refunds – I think that is a nice political move, it sounds nice, but it just means less money to make the service more reliable. Right now, what we need is to make the service more reliable.”

Sutcliffe admits it has been a “difficulty journey” for light rail in Ottawa.

“I understand why passengers have had it up to here with this; it’s been a lot of problems,” Sutcliffe said.

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.