Hamilton Transit Updates: Accessibility Improvements and Service Expansions

Hamilton transit officials and accessibility advocates outlined updates to HSR, DARTS and related services, including expanded rear-door boarding, new audible and real-time information systems, fare and taxi-scrip changes, bus-stop upgrades and planned route changes. Officials also discussed DARTS scheduling, trip denials, no-shows, detours and remaining accessibility barriers.

Topics Discussed

HSR ACCESSIBILITY AND TECHNOLOGY

HSR has fully adopted an audible annunciator system that announces routes outside buses and stops inside them. James Kemp said the system is "far superior to what came before," adapts to different routes and adjusts its volume according to ambient noise. Operators must verbally announce stops if the system fails.

HSR is also planning a two-year pilot to expand real-time visual and audio arrival displays following pilots at James Street South and Jackson Street, and Main Street East and John Street. Ali Sabourin said 85% of early respondents found the displays improved the customer experience, while 91% of participating disability-sector partners said they met their accessibility needs.

HSR has relaxed rear-door boarding for larger mobility scooters. Riders who cannot use the front door can ask the operator to deploy the rear ramp. Owen Quinn said HSR's fleet and bus shelters are accessible, and that the fleet is required to provide at least two mobility-aid spaces per bus.

DARTS SERVICE RULES AND PERFORMANCE

DARTS vehicles may arrive 15 minutes before or after the scheduled pickup time, and drivers may wait no more than five minutes. Shared rides can take up to an hour. Drivers provide door-to-door service and can push manual wheelchairs, but do not enter homes, unlock doors, perform physical transfers or manage medical care.

DARTS reported an on-time performance rate of about 98% across more than 580,000 annual trips. The service received 2.9 valid complaints per 1,000 trips, while trip denials remained at about 3% of requests. Call-centre staff answer about 75% of calls within five minutes.

ATS has begun sending warning letters over late cancellations and no-shows. Staff described the letters as "a corrective measure, not as a punishment" and said riders can speak with staff about adjusting their files. Late cancellations and no-shows have fallen 4% year to date.

Staff said they would review the rule requiring at least a one-hour gap before a return trip. Newer scheduling software could allow the service standard to be relaxed.

FARES, SUPPORT PERSONS AND TAXI SCRIP

The regular adult HSR fare remains $2.85. Council made the Fare Assist program permanent and increased the discount for eligible riders from 30% to 50%. Katherine Pizzacalla said eligible PRESTO users will pay $1.43 per trip. Transfers to Burlington Transit remain free within the two-hour PRESTO transfer period, while GO Transit connections receive a discount equal to the local fare paid.

Support persons ride free on conventional HSR and DARTS. One support partner may travel free with a registered DARTS passenger, provided the person is registered in advance and can meet the passenger's needs during travel or at the destination. Accessible Transportation Services also serves people whose physical, functional or medical limitations prevent them from using fixed-route transit, including people with invisible disabilities.

The taxi-scrip program provides a 40% discount. Eligible riders can purchase up to three $40 booklets per month for $24 each. Riders no longer need to tell dispatch in advance that they will pay with taxi scrip.

BUS STOPS, WINTER CONDITIONS AND INFRASTRUCTURE

Of HSR's 2,387 bus stops, 1,597, or about 67%, meet AODA standards, while 790 remain inaccessible. Staff cited rural roadside conditions, narrow sidewalks and capital-project scheduling as factors. Sebastian Stula said an inaccessible stop is "not necessarily a stop where we have decided should remain [inaccessible]."

The city upgraded 21 stops in 2026 and is tentatively targeting about 50 more in 2027. Staff said sidewalk connections are as important as landing pads because "an accessible landing pad doesn't provide much benefit" if riders cannot safely reach the stop.

Construction is underway on the Lime Ridge Terminal, which is scheduled to open in 2027. The city is also evaluating solar-powered stop lighting after wind damage and construction delays at pilot locations.

Officials said planned detours are tested and programmed into CAD/AVL, but sudden, unplanned detours are not currently announced at the location. Operators are instructed to secure mobility devices by the frame, help with PRESTO tapping when needed and report unsafe stop conditions.

ROUTE AND SERVICE CHANGES

Under HSR Next, Route 27 is planned to extend to Hamilton General Hospital in 2027. Changes to Route 12 are also recommended to improve north-south coverage and transfers. Future outreach will address proposed Fall 2028 changes affecting the Mohawk corridor, Ancaster and Upper Centennial.

MyRide on-demand service will replace TransCab in Mount Hope and Stoney Creek. Nick Chaloux said the two zones are planned to operate from 5 a.m. to 2 a.m. every day, providing stop-to-stop service with larger vehicles than the taxi-based shuttle service.

The city said accessibility recommendations from a Toronto Metropolitan University study on neuro-inclusive transit will be incorporated into the Transportation Master Plan and future HSR Next hubs.

Motions

The provided meeting material did not identify formal motions as passed, rejected or deferred. It also did not cite council file numbers or formal agenda item codes.

Attendees

Named presenters and participants included:

• James Kemp, chair, Accessibility Committee for Persons with Disabilities
• Ali Sabourin, manager of Customer Experience and Innovation
• Jason Simmons, manager of Transit Operations
• Katherine Pizzacalla, manager of Transit Support Services
• Sebastian Stula, senior project manager, Transit Infrastructure Group
• Jeff Ellis, manager of Transit Fleet Maintenance
• Michelle Martin, manager of Accessible Transit Services
• Nick Chaloux, service planning representative

The provided councillor list includes Tom Jackson, Andrea Horwath, Mark Tadeson, Esther Pauls, Rob Cooper, Alex Wilson, Jeff Beattie, Mike Spadafora, Cameron Kroetsch, Ted McMeekin, Brad Clark, Craig Cassar, Tammy Hwang, Maureen Wilson, Matt Francis and Nrinder Nann.