Frequently Asked Questions

Select a topic for more information:

Customer Service

What do I do if I have a question or a complaint?

All questions and complaints should first be directed to our service partners, and they will work with us to ensure issues are resolved, and that concerns and suggestions are taken into consideration.

For BWG Transit bus services, contact
Voyago:

Phone: 289-470-1266
E-mail: click here to send e-mail
Mail: BWG Transit, P.O. Box 100, Bradford, ON, L3Z 2A7

For Shared-Ride Shuttle services, contact
Town Taxi:

Phone: 905-775-5656

How do I find something I lost on the bus?

Found items will be taken to the Voyago garage until they can be claimed. Call 289-470-1266 or send an e-mail to see if your item has been found.

Bus Fares, easyPASS and Transfers

What are the fares?

The cash fare is $3 per person age 5 and up.
If using the reloadable easyPASS, the fare is $2 per person age 5 and up. The same easyPASS may be used to pay for multiple riders - please inform the driver first that you wish to do so, then once he's entered the code just swipe once per person age 5 and up.
A support person with a valid support person pass may ride free when providing assistance to a paying rider with a disability.
Registered CNIB customers can use their CNIB one-piece photo ID card as a full-fare transit pass on all routes.

How do transfers work?

A transfer must be requested at the time the fare is paid if you are using cash or if you are paying for more than one rider with your easyPASS. One transfer is required per person age 5 and up.
Transfers are imprinted with the date and time and are valid for 90 minutes from time of receipt on any BWG Transit bus going any direction.
Mutilated or otherwise unreadable transfers will not be accepted.
When using your easyPass, the transfer information (for a single rider only) is stored right on the pass. You can swipe your easyPASS again on any BWG Transit bus within 90 minutes and no additional funds will be deducted. Additional riders sharing your pass require a paper transfer.

Where can I get an easyPASS?

Reloadable easyPASS fare cards can be obtained and loaded/reloaded at the following locations:

Town of BWG Leisure Centre - 471 West Park Avenue, 905-775-7529 (Mon-Thurs 6am-10pm, Fri 6am-8pm, Sat & Sun 7:30am-4pm)
Town of BWG Administration Office - 100 Dissette Street, Units 7&8, 907-775-5366 (Mon-Fri 8:30-4:30)
Town of BWG Finance Office* - 61 Holland Street E, 905-775-5303 - 8:30-4:30, Mon. to Fri. (Mon-Fri 8:30-4:30) *credit cards not accepted at this location

How does easyPASS work?

Purchase your easyPASS fare card at one of the above locations for $2, then load on any whole-dollar amount (no "cents") from $10 to $80. We recommend an even amount to avoid having a dollar left over at the end.
Each time you get on a BWG Transit bus, just swipe your easyPass against the card reader, and $2 will automatically be deducted.
You can use one easyPASS fare card for your entire family - just tell the driver before you swipe your card.
easyPASS fare cards are not registered, which means a lost card cannot be replaced, so please take care not to lose it.

What happens if I lose my easyPASS?

Please treat your easyPASS fare card as cash, as it cannot be tracked or replaced if lost. To protect yourself from loss or theft, we encourage users to load only the amount you will need for a few weeks at a time, and we have capped the amount you are permitted to load on the card at $80.

Why do I have to pay $2 for an easyPASS?

The $2 is to help offset the costs of the passes (not just the plastic card but also the hardware and software required to sell them) so that it does not become a taxpayer expense, and to encourage re-use of the cards.

Why aren't there more locations to buy an easyPASS?

In order to load money on an easyPASS, the seller requires special computer hardware and software. We are open to opportunities to expand sale locations, but in the immediate future we are limited to Town facilities.

What if I get on the bus and my easyPASS is empty or only has $1 on it?

You can pay the cash fare, or you can turn in your easyPASS to the driver for one "free" ride. If you turn in the card, then when you obtain a new one you must pay the $2 new card fee. To avoid ending up with a single dollar on your card, we suggest always loading an even amount (e.g. $24 instead of $25).

Can I use my PRESTO card on BWG Transit?

No, you must either pay the cash fare or use an easyPASS on BWG Transit buses. This is a less expensive alternative for both the Town and transit users.

Do you offer different rates for seniors or students? What about monthly passes?

At this time, we are offering the same low fare for all riders age 5 and up. As interest in the service grows we may be able to offer more fare options and programs.

Can I get a receipt or record of my easyPASS use?

Yes - just go to any of the pass sale locations mentioned above and provide your easyPass. Staff can look up the pass number and provide a printed record of pass use.

Shared-Ride Shuttle Services

What is "Shuttle-to-GO"? How does it work?

Shuttle-to-GO offers transit to passengers in Bradford to the GO station during the early morning and evening train periods. The service is being provided in partnership with Town Taxi through a special fare-sharing arrangement with the Town of BWG.

The service works as follows:

People who wish to get from a transit stop to the GO station to catch a train in the morning and/or be picked up from the train station in the evening simply have to call Town Taxi by 8 p.m. on the day prior to departure to arrange the time and location of pick-up.
Pick-ups will be made only at designated transit stops and will terminate only at the GO station, or the reverse, and stops cannot be made along the way.
Riders with a PRESTO card ride for free, and must provide their PRESTO card number at the time of booking to receive the reduced fare.
Riders without a PRESTO card pay just $3 per person per direction.
All riders must sign a shuttle chit to receive Shuttle-to-GO fares.
Taxis will display the BWG Transit logo to indicate that they are providing Shuttle-to-GO service.

What happens if I register for a shared-ride service but forget to show up?

Cancellations must be made by minimum two hours prior to the agreed upon pick-up time. Passengers who are repeat "no shows" or fail to provide adequate notice on more than one occasion may be suspended from or barred from using this service.

Transit Service, Routes and Stops

Why did the Town start a transit service?

The Town did several studies, open houses and other research activities that showed that transit is needed in our growing municipality.

Can I request a transit stop be added or removed?

If you have a request for the addition or removal of a particular stop, you can let us know and we will add it to the information to be considered for future system adjustments. Decisions to add or remove stops are made based on what's best for riders and the service as a whole, not individual complaints.

Are you hiring bus drivers?

We have contracted with local transportation specialists Voyago to provide us with transit operators and other specialized staff. People interested in employment may apply directly through Voyago by calling 289-470-1266 or clicking here to visit their website.

Does transit run on holidays?

Transit does not currently operate on weekends or statutory holidays. Special service may be offered on select holidays such as New Year's Eve, or for major special events such as CarrotFest, however, it will not run the usual routes or schedules. Check our website, Facebook page or the Town Page in the Bradford Times for advertised special transit services.

Where can I get a transit map?

Printed maps, including schedules and other information, are available on the buses, at any Town office, or from the Library or Leisure Centre. Maps are also available at a number of businesses and community service centres.

Not all stops are indicated on the schedule. How do I know when my bus is coming?

Because there are almost 150 stops, many just a minute or two apart, it's not practical to put every one on the schedule. We have selected key hubs, and the buses are required to be at those stops at the times indicated on the schedule. Between stops, buses may be slightly earlier or later depending on traffic and other considerations. Therefore, the best way to determine what time to be at your stop is to go by the hub before your stop.

Accessibility

What features do the buses have to make them more accessible?

Each of the buses used for BWG Transit has the following features:

ramps with audible and visual warning indicators
forward-facing wheelchair/mobility aid spaces (two on each bus)
easily reachable stop request buttons in the Priority Seating area
highly visible route information on the front and back of the bus
space to safely stow mobility aid devices

Why is there both a Priority Seating and a Courtesy Seating section on each bus?

The Priority Seating area is for people with disabilities, and is a regulatory requirement under the Accessibility for Ontarians with Disabilities Act. The Courtesy Seating area is provided for passengers who may benefit from a seat but do not have a disability, such as support persons assisting passengers with a disability, expectant mothers and people with small children in strollers. Please respect these designations and give up your seat if required.

I am a passenger with a disability. What do I do if the Priority Seating area is full when I board the bus?

Public transit is a first-come first-served service, so if the bus is full, you cannot ask another rider to vacate the bus to give you a seat.
If there is room elsewhere in the bus, however, you may politely remind the customers seated in the Priority Seating area of its intended use and ask that they make room for you.
If passengers do not make room for you, you may choose to sit elsewhere on the bus. Remember that not all disabilities are visible, and passengers seated in Priority Seating may require it.
Bus drivers are not permitted to intervene in a dispute between passengers regarding a seat.

What do I do if I need help?

Transit Operators will deploying the ramp for any passengers needing it, and will secure mobility devices when required using the mechanisms provided on the bus. Passengers with disabilities requiring dedicated assistance while using transit may wish to apply to the Support Person Program for a pass that allows a support worker to travel with them at no cost. Please visit the Accessibility section of this website for more information.

Do you honour CNIB ID cards?

Yes. Registered CNIB customers can use their CNIB one-piece photo ID card as a full-fare transit pass on all routes.

Bus Rider Policies

What are BWG Transit's rider policies?

Click here for the BWG Transit Rider Policy.

In brief:

Transit Operators do not carry money and cannot make change.
Have your fare, pass or transfer ready when boarding. Please ask for your transfer when boarding. Please advise the driver in advance if you are paying for more than one rider with your easyPASS.
Once on the bus, remain behind the yellow painted area and do not engage the driver in lengthy or non-travel related conversation.
Operators have the authority to deny passengers the right to board vehicles or remove any passenger who may be causing a disturbance or damaging the vehicle.
When boarding with a stroller, walker or grocery cart, please use the designated stowing areas if possible, and keep aisles clear.
Priority Seating is designated for use by persons with disabilities, including people using wheelchairs and other mobility aids. Courtesy Seating is intended for disability support persons, expectant mothers, people with small children in strollers any other passenger who may benefit from a seat. Passengers in these seats who do not meet these criteria are expected to give up their seats to other passengers who need the seats.
Large articles may be permitted on the bus at the discretion of the Transit Operator providing the items are safely contained and there is room on the bus without blocking aisles and exits. Bikes should be safely stowed in the bike carrier on the front of the bus.
Only service animals are permitted on the bus.
Shirts and shoes must be worn.
Inline/roller skates must be removed before boarding. Skateboards must be kept upright (off their wheels) and under control at all times.
Ice skates must have blade guards on or be kept inside a suitable bag.
Please do not put your feet on the bus seats, or occupy seats with personal belongings.
Smoking and the consumption of alcohol or other hazardous substances is strictly prohibited on any BWG Transit vehicles and at shelters or stops.
No eating on the bus. Food and beverages brought on the bus must be properly contained and any litter must accompany the rider off the bus.
Please use earphones while using audio equipment, and keep the volume low enough not to disturb the driver and other passengers.
Firearms and other weapons are not permitted on BWG Transit vehicles, shelters or stops.
Toxic, flammable or hazardous substances or materials are not permitted with the exception of medically necessary materials.