We’re improving our service to make it easier, more reliable, and more accessible for everyone.
As part of these continual improvements, our team at Winnipeg Transit Plus is recommending updates to three of our key policies:
- Carry-On Bag
- No-Show and Late Cancellation
- Eligibility
These improvements – specifically an updated eligibility criteria – were guided by the 2019 Manitoba Ombudsman report.
In January 2026, we presented the recommended changes to customers, stakeholders, and the public through a series of information sessions. You can view our Public Information Summary online.
On July 16, 2026, City Council considered the recommendations.
What's changing first? What's still to come?
Carry-On Bag Policy
Council approved the recommended Carry-On Bag Policy. It is expected to start in late 2026 or early 2027. Transit Plus customers will receive more information before the new policy takes effect.
Read the Council meeting minutes for more details.
No-Show and Late Cancellation Policy and Eligibility Criteria
Council referred the proposed No-Show and Late Cancellation Policy and Eligibility Criteria to the 2027 Budget Update Process. Council will consider funding for these changes as part of the 2027 budget. The proposed changes cannot move forward without funding.
The proposed changes would be introduced in three phases. Funding for the first phase would include launching the revised No-Show and Late Cancellation Policy. Later phases would include the revised Eligibility Criteria and other service improvements.
Transit Plus policy changes: how we got here
The new policy allows customers to bring as many items as they can manage on their own within their seat space.
Items are not allowed on our vehicles if they:
- Prevent customers from accessing the vehicle
- Interfere with wheelchair and scooter securements
- Block mobility equipment storage areas and/or aisles
Driver responsibilities
Drivers do not help customers with personal items. Customers are responsible for managing all personal items aboard our vehicles.
Drivers may decline to provide transportation to customers with an unreasonable number of bags or and items that block space for others and/or impact safety.
The new policy is expected to start in late 2026 or early 2027.
Every year, we handle around 100,000 no-shows and trip cancellations. The new policy would separate late cancellations from no-shows and cancellations at the door. These changes would form the first phase of our three-phased approach.
Nearly one-third of cancellations happen late, which makes it hard to give those rides to someone else. No-shows account for about 10 percent of all cancelled trips.
Most customers use our service responsibly. Approximately 84% have fewer than three no-shows in a month. The recommended change would make service fairer and more reliable for everyone who uses our service.
What we heard
In 2023, we asked customers, family members or caregivers, and service providers for feedback on our proposed No-Show and Late Cancellation Policy. Your feedback helped us update the policy to make it clearer, fairer, and more flexible.
How the proposed policy works
No-shows and cancellations at the door are tracked separately from late cancellations. Customers who frequently miss or cancel trips may have their service suspended temporarily.
No-shows and cancellations at the door
This happens when a vehicle arrives, but the trip cannot happen because:
- The customer is not there
- The customer is not ready within five minutes
The customer cancels the trip when the driver arrives
These have a bigger impact because the vehicle is already there or on the way.
Late cancellations
A late cancellation happens when a trip is cancelled less than two hours before the pickup window starts. When tracking late cancellations:
- Counts reset at the start of each month
- Suspensions are tracked over 12 months
- Errors are reviewed and do not count
- Notifications (text, email, phone, or app) alert customers when events occur and as they approach limits
No-shows/cancellations at the door monthly limits:
- 0–2: Notification and education sent to customer
- 3: Warning with information and tips
- 4+: seven-day suspension (longer if issues continue)
Late cancellation monthly limits:
- 0–3: Notification and education sent to customer
- 4–5: Warning with info and tips
- 6–8: seven-day suspension (longer if issues continue)
Suspensions
Suspensions get longer if they happen more than once in a year:
- 1st suspension: 7 days
- 2nd suspension: 14 days
- 3rd suspension: 30 days
- 4th suspension: 60 days
- Rare cases: up to 90 days
Suspensions start at the next booking window, not right away.
Important things to know
- Emergencies, illness, severe weather, and Transit Plus errors are considered
- Occasional issues are expected
- Contact Transit Plus if something was out of your control
- You can appeal suspensions longer than seven days
Learn more
We are changing eligibility. These changes are proposed to come in the later phases of our three-phased approach.
Our current policy is limited to individuals who fall under defined categories. The updated policy would make our service more accessible to more people. The new draft focuses on people who are unable to use the conventional transit service (some or all the time) due to:
- Physical abilities
- Cognitive abilities
- Sensory abilities
What we heard
Currently, our eligibility is based on a medical model. Over the years, we have heard about the need to revise our policy. We have drafted this update on the feedback we have received from:
- Customers
- Community partners
- Policy Advisory Committee
An independent review of our service also recommended a revised eligibility policy. It noted the need for us to evaluate applicants on their ability to use conventional transit.
Eligibility categories
We used the feedback we received to revamp our eligibility categories. Qualified applicants would now fall under one of three categories:
- Unconditional Eligibility: Individuals are unable to use conventional transit. We provide all trips.
- Temporary Eligibility: Individuals are unable to use conventional transit in the short term. We provide trips on a temporary basis.
- Conditional Eligibility: Individuals with functional limitations who are affected by environmental or physical barriers. They are unable to use conventional transit some of the time. We will assist on portions of a trip. We will also help them access other transit services.