Updated Friday, March 27, 2020

Grand River Transit (GRT) takes the health and safety of our employees and customers very seriously. We know that COVID-19 is top of mind for residents in our community and that you have many questions. We are following the recommendations of Health Canada and Region of Waterloo Public Health as we continue to monitor the situation.

Please see the most frequently asked questions and answers for transit services below, and continue to check this page for updates. 

Is Grand River Transit still running?

Yes, Grand River Transit is still operating. This includes buses, MobilityPLUS and ION trains.

Rear door boarding on buses

Beginning March 19 until at least April 5th, customers should board and exit through the rear doors of the bus. Only customers with mobility devices are permitted to board and exit through the front doors.

When you are on the bus, stay behind the yellow line on the floor.

GRT has not implemented free service. There is no fare collection for customers boarding through the rear door.

Customers boarding ION light rail, BusPLUS, and MobilityPLUS should continue to pay their fare before boarding.

Bus service changes

Effective Monday, March 23, 2020, a number of weekday trips serving Conestoga College and the universities will be cancelled.

View the full list of cancelled trips

Updated schedules have been added to all trip planning tools.

Continue to check this page for updates

ION service changes

ION trains are now running every 15 minutes. Real-time departure info is available on all trip planning tools.

Is GRT customer service still open?

Yes, both customer service locations (Customer Service Centre and Ainslie Street Terminal) are open.

Effective Wednesday, March 18, hours at both locations will be reduced.

  • Monday - Friday, 9:30 am - 5 pm
  • Saturday and Sunday, 10 am - 4 pm

The GRT Operations Centre at 250 Strasburg Rd is closed.

Customers with EasyGO fare cards are encouraged to load their cards online or at a fare vending machine if possible.

MobilityPLUS

MobilityPLUS service continues to operate.

MobilityPLUS customers whose cards were set to expire March 31 have been extended to May 31. Operators have been notified of the extension. You can continue using your exisitng MobilityPLUS ID card and booking trips as normal.

New MobilityPLUS applications are being accepted for dialysis patients only. Other applications will not be reviewed at this time.

MobilityPLUS ticket and TaxiScript orders are being processed. Please allow two business days to process orders.

To help slow the spread of COVID-19, and to keep our operators and customers safe; the following measures are in place:

For pre-scheduled trips

  • You will be called the day before a prescheduled trip to answer 5 questions related to any recent travel, including,if you are experiencing any symptoms related to the coronavirus.
  • If we are unable to reach you, we will leave you a message to call us back.
  • Please call us at 519-744-2241 to answer these questions.
  • Your ride will not arrive to pick you up unless you have answered these questions.

For new bookings

  • You will be asked 5 questions related to any recent travel. 

What is Grand River Transit doing to clean buses and trains?

GRT regularly cleans all of our transit vehicles. As an extra precaution, we have increased our cleaning of frequently contacted surfaces in the buses and trains with disinfectant.

Fare inspectors are also allowing riders to tap their own fare cards on card validators during fare inspections.

We’re also doing additional cleaning of frequently-contacted surfaces at transit stations.

Social distancing on GRT

In an effort to reduce the spread of COVID-19 and ensure reliable and sustainable service, please practice social distancing when accessing our services.

On GRT buses:

  • Spread out as much as possible, ensuring space between yourself and other riders
  • Do not sit in the seats directly behind the operator
  • Stand behind the yellow line
  • Board and exit by the rear doors. Only customers with mobility devices should board through the front doors. You do not need to tap your fare card on the farebox or insert cash in the farebox.

On ION trains and platforms:

  • Spread out as much as possible, ensuring space between yourself and other riders
  • Doors will automatically open - do not push the button to open the doors
  • Spread out and use all available doors to enter/exit the vehicles
  • Tap your own fare card on fare devices, including fare inspector devices

The health and safety of our customers and employees is a top priority. If you are sick, please don't take transit and stay home.

Masks

Beginning March 23, you may start to notice GRT operators wearing face masks. This does not mean they are sick, or that our system is unsafe. Operators will be allowed to wear masks if they choose to in order to ensure continuity of our service and for their personal comfort. Please continue to treat them and other riders using the system with respect as we all work to slow the spread of COVID-19.

What can I do?

As a transit passenger, you can do your part to stop the spread of germs and viruses. Follow Public Health recommendations and:

  • Wash your hands often with warm water and soap or an alcohol-based hand sanitizer
  • Avoid contact with people who are sick
  • Stay home when you are sick
  • Sneeze and cough into your sleeve
  • Avoid touching your eyes, nose, and mouth

Returning travellers

If you are returning from international travel, follow the guidelines on the Region of Waterloo Public Health website.

More information on COVID-19

The most up-to-date information can be found on the Region of Waterloo Public Health website.