Winnipeg, MB – Two years after launching, the Winnipeg WAV pilot program has successfully increased capacity and brought down wait times for users of wheelchair accessible vehicles.
13,213 wheelchair accessible vehicle trips were provided through the program in 2023 — approximately triple the annualized 2022 estimate of 4,400 trips. Trips are projected to increase a further 50 percent in 2024 to over 20,000 trips.
93 percent of passengers have also been picked up early or waited no more than 20 minutes — down from wait times of up to two hours prior to Winnipeg WAV. 95 percent of passengers have reported four or five-star service, based on 3,297 customer service ratings in 2023.
"Winnipeg WAV has been a great success story for our city, showcasing how innovation and dedication to customer service can transform lives," said Mayor Scott Gillingham. "Not only have we improved mobility options for residents, but we have provided essential backup capacity for our Transit Plus service, and supported local entrepreneurs in the vehicle-for-hire industry."
Winnipeg WAV provides users a centralized service for booking their trip, with accessible vehicles from multiple taxi companies available in one convenient location. Users can set their pickup and drop-off locations, and Winnipeg WAV will automatically select the nearest available vehicle to ensure the fastest service.
“Winnipeg WAV combines a state-of-the-art dispatch system with a Winnipeg-based call center and a taxi industry determined to improve service,” said Ram Valluru, General Manager of Duffy’s Taxi and Winnipeg WAV Project Manager. “What is most important to us is the positive feedback from WAV customers. The central dispatch is also being used to dispatch some Winnipeg Transit Plus trips that WAV operators can provide. The original projections for the city were for 10,000 trips to be dispatched annually. Now in the second year, we are on track for over 20,000 trips annually. We are seeing on-time performance that is comparable to standard taxis. Most importantly, we’re seeing very high customer appreciation from users of this service.”
“We are pleased to be part of the Winnipeg WAV initiative and are committed to doing what we can to continue to improve WAV service,” said Abhishek Tara, General Manager, Unicity Taxi.
The program also provides financial incentives to participating accessible taxi drivers and accessible vehicle owners. Incentives include payments to help cover the cost of accessible vehicle purchasing and maintenance, and free, enhanced accessibility training provided by Independent Living Resource Centre.
“The Independent Living Resource Centre (ILRC) proudly supports Winnipeg’s WAV centralized dispatch service as it celebrates its second anniversary,” said Patrick Stewart of ILRC. “This vital program significantly addresses community concerns regarding access to safe and reliable wheelchair accessible vehicles for hire. Not only is WAV decreasing wait times, but additional training to WAV drivers ensures understanding of the value of the passenger and respect for their transportation experience. ILRC is committed to supporting this initiative as a permanent service, through our training programs and advocacy efforts, towards a fully integrated and accessible transportation network.”
The Public Service is planning to bring forward recommendations to Council to make Winnipeg WAV a permanent program later this year.
Winnipeg WAV is available to download on the Apple App Store (iOS) or Google Play Store (Android). Users can also access the service by visiting winnipeg.ca/wav or by calling 204-986-4WAV (204-986-4928).