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

Passengers pack the platform at O-Train Line 1's Lyon Station on Jan. 27, 2026, after a stopped train farther down the line disrupted service. (Kristy Cameron/Newstalk 580 CFRA)

As Ottawa transit riders deal with crowded cars on O-Train Line 1 and hundreds of cancelled bus trips every week, the head of OC Transpo says it will be up to Council to decide whether to offer refunds or free rides on public transit to compensate for the delays and inconveniences.

• Stopped train on Line 1 disrupts commute as service runs at reduced capacity

Hundreds of transit riders were stuck on O-Train Line 1 platforms during the Tuesday evening commute after a train stopped near Pimisi Station due to a mechanical issue, forcing customers to change platforms at some stations. A video posted on Reddit showed transit riders walking through the snow from a stopped train back to Pimisi Station.

It was the latest in a series of issues in a rough start to 2026 for OC Transpo. the transit service announced an increase in “undelivered bus trips” due to an increased number of buses requiring maintenance work, as OC Transpo deals with a mechanics shortage, aging diesel buses and the wait for new buses to arrive.

• No timeline for restoring regular train service on O-Train Line 1 after spalling issue discovered

On Jan. 21, OC Transpo announced a reduction in the number of double-car trains running on O-Train Line 1 due to a new issue with the cartridge bearing assemblies on the Alstom Citadis Spirit trains. There are currently 18 LRT vehicles available for Line 1 service, with OC Transpo offering a mix of single-car and double-car trains.

During a technical briefing for councillors and the public on Tuesday, Capital Ward Coun. Shawn Menard asked if OC Transpo was contemplating “any refunds” for transit riders.

“Our focus is making every effort, whether it be bus or rail, on improving the service and making the necessary adjustments to get back to the service levels that our customers deserve and respect,” Troy Charter, interim general manager of OC Transpo, said.

“In terms of a rebate, that be a discussion that would be required from Council.”

Coun. Marty Carr said during the technical briefing that Rideau Transit Group “should be involved in some of these compensation issues.”

“We already had a problem with the buses, now coupled with the trains...I do think they need to be responsible for it without a motion from Council,” Carr said.

Charter told reporters that Council must decide whether refunds should be offered.

“I have previously indicated that refunds and those types of things will pose additional financial pressures on the city and that needs to be considered,” Charter said.

“But I understand the perspective in terms of the impact on our customers and the level of service that we’re providing. But, I think, it’s an important conversation that could be had.”

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.

Coun. Jeff Leiper told Newstalk 580 CFRA’s Ottawa Now with Kristy Cameron any discussions on a refund is a “conversation worth having.”

“If City Council is willing to do that, it would be a great recognition of the chaos that the bus situation, at the moment, is introducing into people’s lives,” Leiper said Tuesday afternoon.

“Let’s take a look at what a refund might cost. Some of it might be considered very reasonable for people and, presumably, have to be cut from elsewhere in the budget or added in terms of new taxes.”

Coun. Tim Tierney said there would be only two ways to pay for refunds or free transit.

“There’s no such word as free everybody. Hold on to your wallets,” Tierney told Newstalk 580 CFRA’s The Morning Rush with Bill Carroll on Wednesday.

“You hear ‘cut service,’ but are we going to chop the free service for seniors again that (some councillors) attempted in the past or are we going to look at adding on taxes, because there’s only two ways to go on this one.”

Charter admits OC Transpo is not providing the service riders deserve.

“We know that we have challenges. It’s hard on our customers, it’s hard on our staff and we’re going to work as hard as we can to improve the service – whether bus or rail,” Charter said.

“We’re not satisfied with the level of service that we’re providing; we know that.”

Charter said the bus cancellations are “too high.”

Charter told Council that Rideau Transit Group would face “financial penalties” for their “inability to provide the service as outlined in the Project Agreement.”

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.

Charter said there was no timeline for boosting the O-Train fleet to regular service.

“Very, very difficult for passengers”

Mayor Mark Sutcliffe acknowledged the last few weeks have been “very, very difficult” for transit passengers.

“I completely understand that and sympathize with them, but the system will get better and better in the weeks and months ahead,” Sutcliffe said at the start of Council.

“It will get more reliable. Let’s also remember that, together, we have chosen to invest record amounts in public transit.”

Sutcliffe said OC Transpo and the city will continue to work to improve transit, including expand O-Train Line 1 into the east end “in the coming months” and bringing more EV buses online.

“As you all know, we continue to face significant challenges. The last few weeks, in particular, have been very difficult for bus and train passengers,” Sutcliffe said.

“But that doesn’t mean haven’t made some progress. We launched Lines 2 and 4 last year and ridership has been very strong.”