Updated Thursday, Sept. 3, 2020

We take the health and safety of our employees and customers very seriously. We are following the recommendations of Health Canada and Region of Waterloo Public Health as we continue to monitor the situation.

For general information on COVID-19, please visit Region of Waterloo Public Health

Customer service

Hours of operation:

  • Monday to Friday: 8 am - 6 pm
  • Weekends and holidays: 9:30 am to 5 pm

Physical distancing measures will be in place. Please follow the decals on the floor and stand behind the line.

A maximum of 3 customers will be allowed in the Customer Service Centre at one time, and a maximum of 5 inside Ainslie Street Terminal at one time.

The GRT Operations Centre at 250 Strasburg Road remains closed to the public.

Lost and found

Please call 519-585-7555 first to check whether your item has been turned in before visiting customer service.


Masks are mandatory on all GRT vehicles, inside bus shelters and on station platforms. Some exceptions apply. Full details: grt.ca/masks

Keeping you safe

Learn more about what we're doing and what you can do so we can all ride safely: grt.ca/RideSafe

Effective Monday, Sept. 7, GRT will be lifting the ridership limits currently in place on buses. Face coverings are now mandatory on all transit vehicles, and GRT continues enhanced cleaning measures. This will prevent customers being bypassed at stops when vehicles reach the ridership limit.


MobilityPLUS bookings

Due to the ongoing and evolving COVID-19 pandemic, MobilityPLUS services are operating at a significantly reduced capacity as a result of low demand and the continued closure of many programs and activities. GRT continues to review and evaluate the evolving demand and are making service adjustments. This includes changes implemented the week of August 31, 2020 to increase booking capacity to meet some rising unaccommodated demand.

As ridership and demand remains approximately 30% of normal at this time, the following practices are being applied at this time to ensure efficient delivery of MobilityPLUS services:

  • Subscription and group bookings are temporarily suspended
  • All trips must be booked as on-demand due to capacity restrictions on vehicles and current reduced service levels
  • There are many off-peak times available to book, so please be flexible in your requests for travel.  Peak times that are busiest currently include:
    • Early morning (before 7:30am)
    • 11am – 1pm
    • 4:30pm – 6pm
  • All customers will be pre-screened for Covid-19 exposure/symptoms the day before riding or trips may be cancelled

GRT will continue to monitor and review service needs during September and through the fall and will make further ongoing adjustments in as needed. 

MobilityPLUS ID expiries

MobilityPLUS customers whose cards were set to expire in March, April, May, June or July have been extended to Sept. 30. Operators have been notified of the extension. You can continue using your existing MobilityPLUS ID card to book trips.


TaxiScript can be ordered by phone only, by calling 519-585-7597 ext. 7347. Please allow two business days to process orders.

Safety measures on MobilityPLUS

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.

To maintain physical distancing, there are a maximum of 4 customers allowed on board a MobilityPLUS vehicle at any time.

Fare payment

Contactless fare payment is preferred, but cash will continue to be accepted on buses. Customers who do not have an EasyGO fare card can get one:

College and university passes

For details on college and university passes, please visit the University and College Students page.

Protecting operators

GRT has implemented a number of measures to protect operators:

  • Significantly increased cleaning and sanitizing of frequently contacted surfaces in the buses and trains
  • Application of anti-microbial treatments on trains and buses
  • Additional cleaning of frequently-contacted surfaces at transit stations
  • Operators are provided with hand sanitizing wipes (based on availability)
  • All buses have spray sanitizer and paper towels for the operator compartment
  • Blocked off seats behind the operator on buses and trains
  • Installed a new yellow line on the floor to give operators more space on buses and trains
  • On-board and public messaging to maintain physical distancing from operators and other customers
  • Pre-screening all MobilityPLUS customers. Customers are not allowed to ride if do not pass screening questions
  • All operators, conventional and MobilityPLUS, are being provided with masks.
  • Security presence is system wide to respond to issues and ensure physical distancing is being maintained
  • Managing physical distancing on buses. Once a bus can no longer maintain physical distancing, it will not pick up more passengers.