OC Transpo: over 6% of trips going undelivered

On Jan. 1, the cost of a ride with OC Transpo increased by 2.5 per cent. Jan 3, 2025. (Kimberley Johnson/CTV News Ottawa)

OC Transpo says there has been a recent rise in undelivered bus trips caused by an increased number of buses needing maintenance work.

According to OC Transpo’s interim General Manager, the city’s aging fleet is causing maintenance issues and leading to an increase in service disruptions. Last week, six to seven per cent of OC Transpo bus trips went undelivered.

“Leading into the winter season, 2 to 3 per cent of trips were undelivered on a weekly basis. We provide about 7,500 trips on a daily basis,” Troy Charter told CTV News.

“But going into this week, we saw a significant increase and over the course of the week we’ve seen the number of undelivered trips increase to about six to seven per cent.”

Charter says the number of undelivered trips has declined throughout the week, and the organization is implementing short and long-term actions to improve service.

However, Charter also says the recent level of service disruption is unacceptable.

“We recognize that the number of undelivered trips that’s presently occurring is unacceptable but we also want to let people know that we have plans in place, and we are committed to improving on that,” Charter said.

“We know that when trips aren’t delivered its impactful, frustrating. It’s disruptive.”

Memo to councillors

In a memo to City Council, Charter outlined the challenges OC Transpo is facing and the steps the service is taking to address them.

In the memo, Charter said that due their age, buses in OC Transpo’s fleet are requiring “more complex and lengthier maintenance work,” which is keeping them off roads for long stretches.

OC Transpo says they have also faced challenges recruiting licenced mechanics while supply chain issues have impacted the rollout of Zero Emission Buses.

“This has resulted in longer wait times for customers during winter weather, unpredictable commute times, and has resulted in an increase in undelivered trips,” the memo reads.

“This does not meet our service standards, and we feel for our customers at this time.”

OC Transpo says service is also being affected by traffic congestion and winter weather.

To address the issue in the short-term, Charter says OC Transpo is streamlining maintenance to return buses to the road as quickly as possible, while maintaining safety standards.

Charter also said OC Transpo is making schedule adjustments to some routes to provide “more predictable bus schedules that prioritize critical trips to locations like hospitals, schools, and the first and last scheduled trips.”

OC Transpo will also be increasing recruitment for mechanics and bus operators and says it expects its electric bus fleet to increase from 36 vehicles to 110 by April.

“We recognize and appreciate that this situation is frustrating and disruptive for customers, and we are working on a number of fronts to ensure buses are consistently available to deliver the service customers deserve and expect,” Charter wrote.

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