OC Transpo says recent uptick in cancelled trips does not meet service delivery standard

Taking public transit in the winter is a commitment in and of itself, but a reality for many across the city.

But having to wait at a stop in the cold for an additional 15, 30 or even 60 minutes because a bus didn’t show is unacceptable, residents say.

Dozens of residents took to social media to express their concerns with an increase in undelivered trips on OC Transpo routes. OC Transpo General Manger Troy Charter addressed the concerns in a memo to council on Friday, saying the increased number of undelivered trips does not meet service standards.

OC Transpo’s service delivery standard is 99.5 per cent, meaning a mere 0.5 per cent of trips should only go undelivered, at most.

This winter, service has fallen short.

“This has resulted in longer wait times for customers during winter weather, unpredictable commute times, and has resulted in an increase in undelivered trips,” Charter said. “Addressing this and providing reliable service for customers is the top priority for everyone at OC Transpo.”

Concerns with the reliability of the city’s transit service are not new. In March 2025, OC Transpo staff presented the results of the latest satisfaction survey. While satisfaction increased from the year prior, an overall 3.11 out of 5 rating for bus service still shows that improvement is needed.

As of fall 2025, OC Transpo had 738 buses in its fleet, but on any given day, only 511 would be available for service. This falls short of the 519 the transit operator says are needed to deliver the more than 7,500 daily scheduled trips across its network.

One of the biggest problems for the transit service is that its fleet is aging and, therefore, much more maintenance is required. The service has also faced supply chain issues, which have backlogged the delivery of Zero Emissions Buses (ZEB) to update the fleet.

In the short-term, OC Transpo says it is prioritizing critical maintenance work to get buses back on the road and adjusting winter service schedules to address critical gaps.

Longer term actions include a more robust recruitment campaign for mechanics and bus operators as well as ZEB procurement.

“We recognize and appreciate that this situation is frustrating and disruptive for customers,” Charter said, “and we are working on a number of fronts to ensure buses are consistently available to deliver the service customers deserve and expect.”