| PUBLIC FEEDBACK |
METROLINX RESPONSE |
| STATIONS |
| Stations: General Design |
| Whitby GO Station just had some major re-working which completely ignored the need for accessible access from the Brock Street entrance. The sidewalks leading in dead-end abruptly with no warning signage. |
GO has begun a station improvement project at Whitby GO Station which will explore options to resolving this non-accessible path. The project also includes reconfiguration of the existing station building and a new station building next to the new parking garage. |
| The availability of parking spots at some stations does not seem to be better even though improvements have supposedly been made. |
GO has been adding a significant number of parking spaces throughout the system (over 2000 in 2012 and more than 4000 new spaces are under construction currently). As parking lots expand we also increase the number of barrier-free spaces to meet requirements. The use of barrier-free spaces is monitored by our Operations group and more are added if demand warrants.
As our ridership grows parking demand also increases. We are continuing to work towards ensuring our system has adequate capacity. The recently completed Parking and Station Access Strategy identifies future parking expansions with 24,000 new parking spaces anticipated within the next 20 years. It also includes other measures designed to encourage customers to find other ways to get to stations. |
| Can you put intercoms on or near the mini platforms so we can contact someone for assistance? |
Yes, this will be added to our Design Requirements Manual by the end of 2013, so that whenever work is being done on mini platforms, they will be upgraded to include this feature. The intercoms will be similar to the ones we currently have around elevators. |
| Seating at stations is poor – there are minimal benches at Union Station. They have taken more benches away. |
All station amenities and devices are being updated and increased where required to address customer needs at Union Station. You will start to see this with the renovation work currently underway at Union Station. For example, when the York teamway at Union Station opens in 2014, there will be approximately three times more benches than before the renovations began. During the renovation work, some benches have been relocated to other areas as necessary, but none have been removed from Union Station entirely. |
| There should be more Transit Safety Officers in all stations and particularly at Union. |
We take the safety of all our passengers seriously, and provide Transit Safety services to work with other staff and ensure the safety of our customers while on the system.
Our staffing levels are based on analysis of incident locations and the need to maintain visibility. While GO hired additional Transit Safety Officers in 2011 and 2012 we are not able to provide complete coverage of all stations. We target areas of concern and routinely bring in extra staff for major events to manage crowds.
If a customer feels vulnerable or is experiencing a safety-related issue they can contact police by calling “911” first, followed by a second call to Transit Safety Dispatch toll free at 1.877.297.0642.” |
| Numerous concerns were mentioned about the accessibility standards (e.g. loose toilet seats present a safety hazard and make accessible access difficult) and the poor level of cleanliness in station bathrooms. |
Station Operations are in the business of addressing this type of work as part of their daily work.
These concerns are operational and are easily solved by reporting the deficiency/concern to either the station staff (Station Attendant) on duty or by contacting Customer Relations at 416 869-3200. |
| There are still two stations along the Lakeshore West line that have not been made accessible – Mimico and Long Branch. When will work begin to retrofit those stations with elevators and other access features? |
Work to improve the accessibility of Mimico and Long Branch is underway:
Mimico
A preliminary design study has been completed late in 2012. Conceptual design for the new tunnel is being finalized. Detailed design is scheduled to be completed by late 2014. Construction will run from early 2015 until mid-2017. It will be completed in stages to ensure the station remains in service and to ensure that accessibility requirements are brought online as soon as possible. The first new tunnel with elevators will be constructed by March 2016 providing accessible train service from Mimico.
Long Branch
The preliminary design study including a recently added track redesign (needed to accommodate elevators on the platforms) is nearing completion. The detailed design will be completed in Summer 2014. Construction will run from fall 2014 until late 2016. It will be completed in stages to ensure the station remains in service and to ensure accessibility requirements are brought online as soon as possible. The first new tunnel with elevators and platform will be constructed by late 2015 providing accessible train service from this station. |
| At Light Rapid Transit (LRT) stations, please use a unique color scheme for each station, to make it easier to identify and to help direct riders. |
This suggestion will be taken into account as part of the design excellence that will be applied to the station design. |
| At LRT stations, please be sure to employ visible staff (have roaming station attendants). |
This suggestion will be taken into consideration as part of the contract with TTC for the operation of the LRT lines. |
| For people wanting to use UP Express, who do not live near the Weston GO Station (those north of the City), they would be back tracking to get to the station itself and then head to the airport. Why not just take Mississauga Transit? |
UP Express will be one of several transit options to reach the airport. The TTC, Mississauga Transit and GO all have bus services that can connect you to various parts of the region. |
| Stations: Union Station |
| Why does the connection from Union Station to the TTC subway have outside stairs with no covering for winter? No stair edge markings? And very few railings to hold onto? |
The connection between Union Station and the TTC is in transition, as part of the City of Toronto’s work on the Union TTC and rail stations. The completed project will provide a covered transition between Union Station and the subway, however there is no plan to have temporary protection over the area noted during the construction period. The current temporary stairs are equipped with railings and contrast stair edge markings. |
| What is the status of the ramp between GO Transit and the TTC Subway? |
The ramp went into service during the long weekend in May 2013, along with the stairs to the new TTC concourse. These stairs are only temporary and will be removed once construction is completed, as the floor of Union Station will be lowered as part of the City’s work in about two years. When complete, the Union Station entrance, TTC concourse, and PATH network will all be at the same level. |
| What is the strategy for passenger movement at Union Station during rush hour? The station is very crowded and congested during that time. |
The City of Toronto carried out simulations to ensure smooth passenger flow as part of the process for designing the Union Station renovations. The current Union GO Concourse will be replaced by two new concourses at the east and west ends of the station, increasing the waiting area. Customers will be able to access platforms using stairs and elevators from both the east and the west sides of the station and as a result vertical access to platforms will be improved. TTC is also adding a second TTC platform and GO is rebuilding the train shed area. |
| What can be done to remove vendors from the busiest traffic flow points at Union station? Their presence makes way finding more difficult. |
This challenge will be eliminated once the Union Station revitalization has been completed. The revitalization underway will separate vending and other retail activity from pedestrian flow routes and other commuter services. |
| Although I do not require an elevator at Union station, sometimes I travel with a friend who does (and her guide dog). With the track work and crowding at Union station, it is very confusing to find elevators. Even though I can see well, I cannot find the elevators for track 27 from the concourse level. Better signage might help. |
GO Transit is aware of the situation regarding wayfinding signage to the elevator in question. Due to ongoing construction, signage for routes to this elevator signage requirements for this area are under review and will be improved shortly. |
| At LRT stations, could you provide mobility device charging stations? |
There are no plans to provide charging stations for mobility devices. In these stations where there is limited space, smooth passenger flow for all our customers is our primary concern. |
| Consider road space/bus bays for Wheel-Trans passenger drop off at each LRT station. |
Where we are providing bus terminals for TTC bus operations, specific bays will also be allocated for Wheel Trans operations. Where drop-off locations are provided, they will include a location for accessible vehicles. |
| Stations: Platform Design |
| Presently going to Union Station Track 5 to board the Georgetown line is dangerous. There is not enough room on platform to accommodate people. I was walking over the yellow line. I was bumped and shoved. I had to wait until all people boarded accessibility coach before I could get on. It is just one massive crowd that shoves onto the train trying to get a seat. When on tracks 5 and 6 both sides of the train should open to accommodate the mass of people. |
All of the Georgetown trains, now board from both platforms 5 and 6 for customer safety, convenience and flow. |
| Can train platforms have shelters that are accessible? The only way I can get into one is if fellow passengers offer to open doors for me. Relying on that isn't optimum. |
Currently all platforms should have at least one shelter that is accessible, with the doors equipped with auto-door operators and push buttons. This accessible shelter is typically positioned between the station building and mini-platform and the one closest to the mini-platform. |
| What is Metrolinx strategy for immediate shelter of the GO Transit platforms? |
Our current standard requires the accessible mini platform to be covered by a canopy roof, however, clearances required for train traffic and pedestrian flow do not allow for the mini platform to be enclosed with walls.
Increased canopy coverage will be provided as part of new and renovation construction. |
| There is very limited space to maneuver wheelchairs on accessibility ramps, especially when so many ambulatory customers are on them at the same time. |
Although our ramp widths meet or exceed design codes, we are restricted by site constraints in increasing them further. We maximize ramp widths within space constraints. |
| At Light Rapid Transit (LRT) stations keep layouts the same/consistent (i.e. choose one or two platform designs to be consistently used throughout all stations). |
Currently all underground stations will be a center platform. For the surface stops, the configuration might vary from a center platform to side platforms due to the configuration of the intersection, space limitations and for other technical reasons. All station designs will aim for consistency, depending on the space available. |
| For LRT buses, please work with the local municipality to redesign/relocate the sidewalk ramps and infrastructure so it is not in conflict with the bus entrances/exits. Or buy a vehicle that fits the standards that the city already has. |
New dedicated stops are being designed for the LRT. They will be removed from the regular street sidewalk, so there will not be conflict with existing items on the sidewalks. Stop platforms will be raised to the height of the vehicle floor for convenient level boarding. |
| Elevators at GO Stations: Location |
| Elevator positioning at stations is inconsistent. Elevators should be located in the same location at every station. |
There are many factors that need to be considered when determining elevator locations, including: tunnel locations, the overall configuration of the station, and the location of parking lots and nearby streets. These considerations play a significant role in determining the best locations for elevators. |
| At Light Rapid Transit (LRT) stations, efforts should be made to have an elevator at each end of the station, to maximize rider use and pedestrian flow between both ends of the station and to reduce crowding. |
All underground stations will have a minimum of one fully accessible path of travel from the station's main entrance including, automatic sliding doors, barrier free access and fully glazed, flow though elevators from street level down to the concourse and ultimately down to the platform level. It should be noted that unlike existing TTC subway stations, which have platform lengths of 150m LRT stations will have much shorter lengths of approximately 95m. |
| Elevators at GO Stations: Location |
| The Braille on the elevator buttons is not correct. |
GO Transit will investigate this comment and have this addressed. |
| The button panel in the elevators at Union Station is grey on grey which makes it difficult for visually impaired people. Not all visually impaired people are blind. |
GO Transit will investigate this comment and have this addressed. |
| You should be able to hear station announcements in the elevators. |
GO Transit will investigate this comment and have this addressed. |
| At Light Rapid Transit (LRT) stations, every effort should be made to provide immediate notification about elevators that are out of service, update customer service signage and advice employees of alternative routes for customers. |
The arrangements to let customers know, and provide alternative routes will be addressed in both the design and the operating contracts with TTC and Metrolinx’s project maintainer. |
| VEHICLES |
| Vehicle Design: GO Transit |
| What would the update be, regarding the securement of wheelchairs to allow all people in wheelchairs to use the systems rather than restricting usage to only those who can travel in the reverse position? |
Wheeled mobility aids are not secured on GO Trains and customers may travel facing forwards or backwards.
All GO Buses are designed with forward facing wheelchair positions. The mobility device must be secured while riding the bus and the user must wear a seatbelt, as required by law.
This reply may not apply to some municipal transit services which are subject to different safety laws. |
| Has there been any thought to making accessible cars larger? |
All GO railcars are a standard size and structure and our facilities have been designed to accommodate these cars. While we recognize concerns about the accessible capacity of trains, enlarging the accessibility coach is not a feasible solution. |
| When will there be an automated ramp on the GO Trains? |
We have tried different automated ramp designs in the past but none have worked as efficiently as our current practice. There are many factors that need to be taken into consideration with respect to using any type of ramp or bridge plate. These include: safety, time available to load and unload passengers, the reliability of the equipment and the space available in which to use it. |
Complaints about bus design were raised:
§ Claim that people in wheelchairs cannot reach overhead lights
§ Concern about lack of space for a service dog |
We will consider available options in order to incorporate accessible LED reading lights at wheelchair locations in future bus procurements.
Recently, Bus Operations removed one set of two passenger seats from all buses. This added space provides added room for a service dog. This Priority Seating location should be used by customers with a service dog.
Double Decker buses have the same priority seating. The aisle width accommodates a service dog and operational policy does not permit standees in this area. |
| Vehicle Design: LRT |
| In LRT vehicles, reduce the barriers to boarding to improve boarding times by doing things such as minimizing the gap between platform & vehicle. |
Minimizing gap width is being taken into account as part of the design and will be specified as part of the performance criteria for the contractors. |
| In LRT vehicles, do not flip up seats for the areas designated to be wheel chair accessible (this will avoid passenger conflict). Make this area standing room only. |
The vehicle currently has four mobility aid designated areas (two with flip-down seats and two with perch seats). This layout was reviewed and supported by various accessibility committees throughout the vehicle design stage and during the mock-up review. The natural resting position of the flip-down seat will be the folded position. |
| With respect to LRT vehicles, seating and safety should be looked at further. For example, having arm rests, hand rails, large size seats, extensions to grab on to would provide better safety. These features should be added. |
The currently approved seating arrangement has been thoroughly reviewed by various accessibility committees and the general public. The Light Rail Vehicles do provide hand rails, stanchions and grab bars that are ergonomically spaced at all locations for the safety consideration of passengers. As well our design includes some larger size seats (4 per vehicle). |
| Train Design: UP Express |
| In UP Express trains, will there be a lower level luggage compartment for those who cannot reach the top? |
Yes, there will be two levels, higher and lower, to allow for accessibility. |
| How wide will the aisles be in UP Express trains and will there be reserved seating? |
The aisles will be wide enough to allow a mobility aide, such as a wheelchair, to move and turn freely. They are not wide enough to allow two wheelchairs to pass simultaneously. This is because of safety compliance.
Priority seating will consist of 8 spots per car. There will be wording and visual indicators above the specified seating. |
| What maximum capacity will the UP Express trains be able to handle? What happens once that limit is reached? |
Each train, consisting of two or three railcars, will be able to carry approximately 120 or 180 people, with a train every 15 minutes. If one train is at capacity, there will be another waiting to load behind it. We anticipate passengers will opt to board the next train. |
| Will there be dedicated standing areas on the UP Express trains? |
We will provide enough capacity on this service that we do not expect many customers to need to stand. For this reason we are not providing dedicated space for standing. |
| Will there be overhead clearance in each compartment--nothing projecting out? |
Yes, that is correct. The storage compartments will be recessed. |
| Vehicles: Overcrowding |
When boarding the accessibility coach often all seats are taken and the GO Transit Customer Service Ambassador has to announce that someone has to give up their seat. This is embarrassing. Usually people look out the window or down, pretending to ignore the announcement. Eventually someone gets up.
The accessibility car is getting fuller and fuller as time goes by and those that don't need this car are making it difficult for those of us that do. Can't the CSR tell them "sorry get on a regular car"? I hate having to beg for a seat! When will multiple cars be accessible? |
We are aware the accessible car is becoming more crowded as a result of increasing ridership. While Customer Service Ambassadors cannot intervene directly and ask someone to move, they do make general announcements when required.
GO has also increased communications aimed at reminding customers to give priority access to people with disabilities in the accessible car.
We are unable to provide a second accessible car for several reasons:
• Due to the need to set-back the accessible platform so freight trains can pass, we require the Customer Service Ambassador to place a bridge plate (a small portable ramp) for boarding. Since there is only one Customer Service Ambassador on each train we are not able to provide a second accessible car.
• The accessible platform is only long enough to accommodate one accessible rail car. The accessible platform must be located at the same location (currently by the 5th, accessible, car) at every station. There is not room (due to locations of stairways, elevators, etc.) at all stations to extend the accessible platforms, or to provide a second accessible platform to accommodate two accessible cars.
We are continuing to work on ways to ensure that space is available on the accessible car for customers that need it. |
| Opening all doors on the accessible side of the train, instead of opening only the one at the accessibility ramp would make it easier to quickly reduce crowd size and would help passengers with certain accessibility needs (e.g. those who cannot walk long distances). |
As a general practice all doors are opened on the scheduled accessible side of the train when it is at Union Station. At times during very cold or hot weather conditions, doors may be placed on “standby” to conserve the interior temperature of the rail car for the comfort of all customers. A green illuminated light displayed by the entrance door to the rail cars indicates that the doors are on standby; at which time a customer can depress the green illuminated button for entrance. It is our practice to open all service doors of the train and not just the accessibility car. |
| SERVICES & PROCEDURES |
| GO Bus Services |
| The GO Bus service still has serious access problems. Why is it that some stops are not designated accessible by Go Transit, but they are considered accessible by local transit services? (The specific example I can point to is the Brampton GO Bus, and the stop on Main at Nanwood, but there are others). |
The lifts on GO highway coaches operate on the outside of the bus and require a large flat space to operate and provide safe boarding. For this reason, many stops (such as the ones mentioned by the customer) are accessible for municipal buses but are not accessible for GO Buses.
We are working with municipalities on a multi-year program to make additional bus stops accessible. In 2013, we will be making improvements to approximately 150 bus stops across the GTHA. In the meantime, we are asking customers traveling to a location for the first time to contact us in advance so that, if their stop is not accessible, we can provide service to the nearest safe accessible boarding location. |
| The GO Bus wheelchair tie down straps are difficult for customers to use independently to secure themselves on the bus. |
Our bus drivers are responsible for ensuring that all passengers using a WMA are properly secured on the bus. While some passengers can use the straps to independently secure themselves, we do encourage passengers to allow the bus driver to assist them with the securement process. This maximizes comfort for WMA passengers and assists in preventing possible injury while on the bus. |
| Service Planning |
| Can you put the Georgetown trains on another track to create sufficient time between trains instead of having them arrive back to back (Richmond Hill, Georgetown)? While waiting for the Georgetown train to arrive I noticed that there were no people waiting on tracks 6, 7, 8, 9, 10 etc. |
These two trains are actually separated by 15 minutes. The trains open on both sides to make it easier for passengers to board on Platform 5 & 6.
These trains use a platform on the north side of Union Station Corridor so they do not need to cross the path of other trains to reach the tracks to Richmond Hill and Georgetown.
Tracks 6 & 7 are for Lakeshore East service. Tracks 8, 9 and 10 are for VIA service which is why they do not appear busy during rush hours. |
Why does the 6:20 train from Bronte go to a track without an elevator or escalator? I cannot do stairs.
GO passengers arriving at Union Station do not know the platform they will be using in advance. As the elevator to platform 24 at Union is out of service, GO should take the outage into consideration when dispatching platform stops. |
Due to the amount of construction at Union Station, and the labour action by elevator technicians, trains have had to be reassigned temporarily to tracks that do not have a working elevator. Trains are directed to tracks that have working elevators whenever possible.
Train crews are advised when an elevator is not available so announcements can be made to update customers before they arrive at the station. If you require elevator access to leave the platform at Union, please speak to the Customer Service Ambassador, who will make arrangements for assistance when the train arrives at Union. |
| Why does it seem that bus schedules for Brampton are changed at least once or twice a year? |
GO Transit is constantly reviewing our schedules to make sure they provide the most convenient service to customers while being a true reflection of the travel times required. In this case the times were changed to reduce the amount of time customers had to wait between the bus arrival at the Brampton station and the train departure time. |
| Making every bus stop accessible does not make sense. In rural or sparsely populated areas, there are stops that are not close to streetlights, making them unsafe to access. Bad weather will also make it very hard to use them. |
GO Transit is currently prioritizing which bus stops will be upgraded first to meet accessibility standards and have better customer amenities. Stops are being prioritized according to whether they are part of the longer term GO network, or are located in areas of high ridership. We are striving for an even distribution of accessible locations along a bus route and ensuring that rural areas are served by accessible stops in selected built-up communities. Other rural stops may not be practical to make accessible. |
| How long is the ride on the UP Express? |
It will take 25 minutes to travel between Union Station and Pearson International Airport. |
| Why not expand the UP Express service to include more stops? |
The UP Express service is specifically designed to provide a fast service to the airport. Additional stops would increase the travel time for the majority of customers who will be travelling between the airport and downtown.
Additional stops on the this corridor will be served by GO Transit’s Kitchener trains – more service will be added to this line after the UP Express construction is completed. |
| What are the deadlines for the Bus Rapid Transit (BRT)? |
The Mississauga BRT segment between Hurontario to Dixie will be completed by December 2013. The two ends of the corridor to Winston Churchill and Renforth will be completed by the end of 2015. |
Are the Customer Care Ambassadors trained to address those of us with accessibility issues? My experience with my current CCA is that he ignores us and helps as little as possible. I have had to put in a complaint about mine and he has improved somewhat but not enough.
I notice the lack of assistance in getting on/off trains when it is clear that I require help.
Customer Service Ambassadors (GO Train) do not to comply with AODA with respect to: INVISIBLE or less visible disabilities. Bus drivers’ failure to announce bus stops. Issues surrounding passengers with INVISIBILITIES.
Staff members will escort customers sometimes, and sometimes not. Passengers need and demand consistency in terms of the availability of assistance provided to them. |
Training for front-line staff that interacts with customers is developed to ensure they are able to provide a comfortable travel experience for all our customers and respond to the AODA Customer Service Standard. It addresses various disabilities including hearing loss, deafness and oral deafness. Training covers both barriers within the environment and barriers from the stigma associated with disabilities.
Customers with invisible disabilities may wish to identify their needs and request assistance from GO staff. Many customers prefer to navigate independently, and staff may be reluctant to presume their assistance is needed.
If customers still experience challenges or concerns, they are encouraged to contact us to tell us about their experience and help us to address any lapse in the quality of customer service.
GO Customer Care, can be reached at 416-869-3200 or 1-888- 438-6646, or via TTY teletypewriter at 1-800-387-3652.
Customers can also contact us by mail, at:
Attention: Customer Relations
GO Transit, A Division of Metrolinx
20 Bay Street, Suite 600
Toronto, Ontario M5J 2W3 |
| When providing LRT services, please ensure that all staff are trained to be helpful. As well, protect employee rights by giving them the freedom and ability to assist riders. |
LRT services will be operated by the TTC in a contractual partnership with Metrolinx. The contract will emphasize customer service. It will require appropriate training so staff will be able to respond to customer needs. |
| COMMUNICATIONS |
| Information Formats: Visible and Audible |
| The GO Accessibility Guide can be improved by adjusting font styles and colours (to enhance colour contrast) and by removing background graphics. |
An updated and revised version of the Accessibility Guide will be completed in December 2013. The graphics team will adhere to accessibility best practices when preparing this next version of this document. |
There are no track departure numbers on your mobile apps.
It is sometimes difficult to trust the mobile app. I feel that in-person assistance is better. |
The GO Mobile App does not provide platform information with train schedules. Train departure platforms may need to be changed for operational reasons, so any platform shown in a schedule could be incorrect on a particular day. This is why platforms are announced only 10 minutes prior to departure.
The GO Mobile Union Departures information does provide platform information as soon as it is announced.
The information provided through the app is the best available information at the time. In person information will also continue to be available by phone and at staffed stations. |
| Communication about station construction should be improved. When a sign directs passengers to pay fare on another side of the station, the sign should give detailed instructions about how to get there using an accessible route. |
We are currently re-evaluating what the construction notices look like, so we can include additional information as requested in this comment.
We will try to provide more detail on arrangements during construction in an “On the GO” alert and/or the station website. |
| Concern regarding the accuracy of implementation timelines – “How do we trust the timelines released by Metrolinx now, when previous timelines have been misleading?” |
Timelines for projects reflect our best current information on the status of plans. Station accessibility retrofits are typically combined with other work to minimize disruption to customers and manage costs. Occasionally these projects may be affected by factors beyond our control. The annual Accessibility Status Report will track the current progress and outlook for these multi-year projects. |
| Information Formats: Service Related |
| There is insufficient time to get to my train at Union after the track number is posted. 10 minutes is NOT enough to locate the appropriate elevator, access it and wait for it to come down, go up, and get to the train, by which time it's already full. |
Platform announcements are scheduled to ensure that all customers have time to reach the platform once the announcement is made, while minimizing the possibility that a train platform will need to be changed after an announcement has been made.
We are working on improved signage to elevators for all platforms. The station improvements currently under construction will also simplify navigation and make the elevators easier to find. If you are concerned about being able to reach the platform within the time provided by the announcement, feel free to request staff assistance as early as possible before your train departure (you can also call ahead to the GO Transit contact centre). Staff will do their best to guide you to the platform. |
| GO should make sure that all CSAs consistently make announcements both when leaving and arriving at a station. |
This is a part of the roles and responsibilities of a Customer Service Ambassador (CSA). The CSA will announce the next station stop upon departure from any station and again just prior to arriving at the next station. |
| In LRT stations, please ensure that way finding information is put in a visible position (i.e. at eye level). |
Accessible wayfinding, including placement of signage is being incorporated into the design work for LRT facilities. |
| How will UP Express way finding information be relayed to visitors from various foreign countries? |
Wherever and whenever possible, visual wayfinding will include internationally recognized pictograms. The UP Express service will also have Guest Services Representatives at our stations and on-board who will have access to a translation service via telephone or mobile device should translation be required. Technology will also be leveraged where available to help in translation of information. |
| Service Coordination / Integration |
A seamless system is needed to allow transportation across all communities in the GTA. Milton has made all its buses accessible, but then the passenger reaches a transfer point expecting an accessible carrier and often there is none.
How can riders best coordinate paratransit services across the regions (e.g. York Region Mobility Plus, TTC Wheeltrans)?
My concerns revolve around making a trip on public transit a seamless process. Once a person begins a trip, they should know they will be able to complete it without unusual levels of difficulties. |
To help address issues such as these, the Metrolinx regional Cross-boundary Specialized Transit Improvement Project is working with transit systems across the region to address identified barriers to cross-boundary travel on specialized transit services and to develop a practical plan of action where feasible.
Increasing the use of accessible conventional transit by connecting with specialized services is one aspect of the project that is being examined.
For example, the entire GO Transit network is accessible, and GO encourages transfers with municipal transit. While some transfer bus stops are not yet accessible, these are being given priority in our bus stop retrofit program. |
| FARE SYSTEMS |
| PRESTO: Para transit |
| When and how will PRESTO be in use on paratransit vehicles? |
PRESTO is currently making plans by the end of this year for development of a Para Transit solution. This is a high priority project, and a schedule will be established to implement this among PRESTO’s other activities. Implementing the solution will then need to be coordinated with the participating transit agencies. |
| If you go ahead with handheld card readers on sedan taxis contracted to paratransit is there a risk that personal data such as customer banking information will be available to the drivers? |
No. The drivers will only receive an indication whether the fare has been paid or not using the PRESTO card. |
| PRESTO: Usage Limitations |
| The location of PRESTO readers is quite high. Are you considering installing more accessible readers? |
Yes, the locations of card readers are being reviewed to help make them more easily used by people with disabilities. PRESTO is working with municipalities to standardize card reader locations. Based on this review, the transit agencies may choose to modify their readers to improve their accessibility. |
| What happens if you tap your PRESTO card, you can’t hear if it worked so you tap again? |
The first time you tap to pay, the fare will be deducted, you will get a sound, a coloured light, and a statement on the display that says: “Fare Deducted $___” and “Card Balance $___”. If you tap again, no fare will be deducted, and the device will make a different noise. |
| What accessibility features are there for those with limited hand use, for instance voice recognition? |
For people with limited hand/limb use we are looking at accessible device designs which minimize/reduce the need for the customer to engage in physical interaction with the device. For example, we are looking at device reader placement/orientation which may allow a customer to go through an accessible turnstile gate to “tap” their card without having to remove it from a pouch on the side of their wheelchair. We are also trying to simplify the amount the customer interactions for activities like loading value to a card. |
| PRESTO: Vision Loss |
| How do people who are visually impaired read their balance? |
Staff at the call centre, on buses, or at stations can assist the customer by providing that information. The website will be enhanced by the end of 2013 to provide another accessible tool for checking card balances. |
| Right now, CNIB clients travel for free; will that change on the PRESTO system? |
Fare policies are set by the municipality. If Toronto decides that CNIB customers will continue to ride free of charge, then those people will still use a PRESTO card to tap on and off, but no fare will be deducted. |
| PRESTO: Not-For-Profit Fare Payment |
| An issue exists for social service agencies that want to make use of PRESTO, with respect to the minimum value you can put on the card. We need a one trip card. |
The PRESTO system will provide a practical solution for social service agencies providing transportation for regular clients, or in situations where a card can be used and returned. For single trips, social service agencies should contact the transit agencies directly to arrange a solution. For example, GO Transit arranges with agencies to accept “warrants” issued to clients as credit for their travel. |
| PRESTO: System Design |
| Is it possible to have one PRESTO card that can be used by all the members of one family? |
The PRESTO card may be shared by people who all pay a certain type of fare- either adult, or child, or student or senior. For example, a card holder who is a senior tapping his/her card always pays a senior discount fare; this person’s card may be used by another senior, but cannot be used to pay for other travellers who are not seniors. |
| Will the PRESTO card be able to indicate when a customer needs to travel with a support person? |
Effective ways to help fare enforcement officers identify support persons are being considered. In the future, PRESTO cards will contain an identifier indicating that a customer travels with a support person. |
| How will you make including support persons on PRESTO cards seamless if each service provider has different policies regarding support persons? |
PRESTO will work to develop a card that identifies a customer who travels with a support person. Each municipality may still have their own policies concerning fares paid by customers and the support person who is travelling with them. GO Transit currently provides a “Support Person” sticker to identify a card holder who travels with a support person. |
| Can I use the PRESTO devices in Ottawa with my GTHA PRESTO card? |
Not currently. However, PRESTO is planning for this functionality to be available in late 2013. At that time, PRESTO cards will be able to be used in both the GTHA and Ottawa. |
| You have voice recognition but the screens aren't accessible – some colours are more difficult to see and so aren’t accessible. |
The Self Service Kiosks currently installed at Union Station are prototypes. The accessibility of this device, including the colour contrast, is being assessed as input to the design of the next generation vending device. This new self-serve kiosk is scheduled for deployment as part of the TTC system, and will provide more functions. |
| Why are PRESTO signs only in English (we’re in a bilingual country, multicultural region)?-people with hearing problems aren't only English also you need to use plain English and less terminology. |
The display signage on PRESTO is in the language that is used by the agency for all their fixed signage.
On the system itself, English is used as the primary default language based on current audience size. Customer cards can be set to French as the primary communication language when a customer interacts with any PRESTO device or interactive service such as the PRESTO Website. The communication level is set to a grade eight level to ensure clarity in the communication.
The TTC has requested the ability to communicate to customers in multiple languages. Extensive use of universal graphic/visuals will be used in device messaging to help in multi-lingual communication. |
| How is PRESTO complying with the AODA? |
PRESTO, like other operating divisions of Metrolinx, is committed to being fully compliant with the AODA.
• We are currently addressing our website to bring it into full compliance by the end of 2013
• Our contact centre is fully compliant with AODA requirements.
• All design and procurement of self-serve equipment including kiosks incorporate accessibility features and responds to existing standards and best practice. |
| The fare structure needs to be marketed. People think they’re paying more than they should be. It appears that people are paying per ride – with no cut off, making Presto very expensive. |
Fare structures and “loyalty” programs are developed and communicated by the transit agencies. For example, GO Transit fares are set based on the cost of the former monthly pass: Each month after certain numbers of trips have been taken, the cost of the ride decreases until the cost of trips taken reaches the value of the old monthly pass. Any rides taken after that time are free until the end of that month. |
| For Light Rapid Transit services, what type of fare system will be in place? |
Fare collection will be an extension of the TTC PRESTO fare collection system. There will be fare vending machines and fare payment devices at each stop. |
| MISCELLANEOUS |
| Modal Preference |
| My concern is with above-ground, versus below-ground transportation systems. Those of us with disabilities do much better with above-ground services, where we are not in enclosed, small spaces, such as subway tunnels, and where we are not reliant on mechanical means to access the system, so NO elevators. |
Access to stations is one of many factors to be considered in comparing above ground and below ground transportation solutions. If a solution that requires elevators is selected, the design must ensure that customers with disabilities have an alternative practical way of reaching their destination for times when the elevator is out of service. |
| Funding for Accessibility |
| Funding is currently provided by Ontario government, according to the specific accessibility needs of each municipality. Promoting your transit plans to the municipalities in order to obtain approval for your additional tax measures jeopardize our current funding base. Please don't play around with accessibility. |
The Investment Strategy recommended by Metrolinx in May 2013 would provide transportation facilities and programs in addition to the facilities and programs being funded now. These additional programs would benefit people with disabilities throughout the region.
The new transit lines (light rail, bus rapid transit or subway as applies to each line) included in the plan would be designed from the start to be accessible, and provide an additional accessible transportation option for travel in those corridors.
More people using accessible transit may provide some relief to the municipal paratransit services, many of which are unable to meet the demand in their communities for specialized transit.
The recommended program would also provide some additional funding for municipal transportation activities. The tools introduced to implement the Investment Strategy will not have negative impacts on existing municipal or provincial programs. |