Accessibility Spotlight

Where accessibility and convenience meet - Durham Region Transit’s Integrated Service model

Where accessibility and convenience meet - Durham Region Transit’s Integrated Service model

As of October 23, 2024, DRT has resumed its integrated service model for On Demand and Specialized services, which operates under On Demand using the same accessible service provider. This setup mixes On Demand and scheduled accessible transit options, making it easier for everyone to travel independently and spontaneously. By offering this service, DRT aligns itself with the Accessibility for Ontarians with Disabilities Act (AODA) guidelines and ensures all customers have equal travel choices. To book your trip follow the steps below:

Step one - Booking the trip:

Customers can book their trip by calling a booking agent at 1-866-247-0055. Press 1 for Specialized Service.

They must provide their pick-up location, destination, preferred travel time, whether mobility aids are being used, and the number of people travelling, such as support person or companion.

Booking agents will provide full details of the integrated trip. Customers are encouraged to write down the information.

Step two - Catching the bus:

The On Demand vehicle will pick up the customer from their starting location within the 20-minute booking window.

It will then take the customer to the pre-determined bus stop to transfer to a scheduled service bus. All transfer points are equipped with a bench inside the shelter and connected to a sidewalk for safe access to the shelter.

Step three – Transferring:

Upon reaching the transfer point, the customer will board the scheduled bus.

DRT’s accessible fleet allows for the bus to lower to the curb-level to remove any steps up into the bus. Additionally, all buses are also equipped with a folding ramp, which customers can request the operator to lower.

Upon boarding the bus, customers who wish to use the securement feature must let the bus operator know. Please note that securement is optional on scheduled services but mandatory on specialized service.

Step four - Reaching the destination:

To ensure they reach their connecting On Demand driver, customers must request their stop while on-board the scheduled bus. Once at the connecting bus stop, the On Demand driver will meet the customer and take them to their final destination.

Step five - Interruption on your route:

In case of an interruption (e.g., traffic, breakdown), customers should contact DRT to reschedule trips. If customers encounter any issues, they can contact DRT for assistance at 1-866-247-0055 or fill out a customer comment form. 

Durham Region Transit (DRT) uses various technologies to promote accessibility and enhance the browsing experience. Our website is compatible with screen-readers, which assist persons with visual impairments or limitations. It also provides language translation options.

For customers using the DRT On Demand service, DRT offers three methods to book and view historical and upcoming trip bookings. This can be done through the DRT On Demand Transit mobile application, the On Demand website and portal, or by calling 1-866-247-0055 and pressing 1 (for those who are hearing impaired use Bell Relay via 711) over the phone. Customers travelling on a scheduled bus route can obtain real-time schedule information by entering their bus stop number on the DRT website using the Next-Ride tool or the trip planner on the main page. Another option is to send a text to 1-844-714-7269, or call 1-866-247-0055, and select option 3 (Bell Relay via 711). You will receive information for all bus routes arriving at your selected bus stop within the next 60 minutes.

DRT wants to hear from you! Share your comments, experiences and service enhancement requests with DRT’s Customer Service team by completing a Customer Comment Form, sending an email to DRTHelps@durham.ca, or by phone at 1-866-247-0055 option 2 (Bell Relay via 711).

Requesting your stop on a DRT bus

 Is your stop approaching? Notify your bus operator by pressing one of the red stop buttons or pull on the yellow cords placed throughout the bus. There will be both an automated visual sign and verbal announcement for all upcoming stops. Once a stop is requested, there is a visual signal, “stop requested,” which will appear on the sign at the front of the bus, along with the auditory signal, and a “ding” noise to confirm that the request was received. If the automated service announcement is not functioning, the operator will verbally announce all bus stops.  If you do not press the red stop button or pull on the yellow cord, the bus operator will not stop and will continue with the route. 

Handholds, handrails, grab bars, and stanchions

Durham Region Transit (DRT) buses are equipped with grab bars, handholds, handrails, and stanchions (barriers) for passenger safety. These accessible safety features are conveniently located throughout the bus to assist passengers with boarding, moving around the bus, and finding stable support when standing or sitting. The grab bars, handholds, handrails, and stanchions are bright yellow for easy visibility and are designed to be sturdy, smooth, and free of sharp edges. DRT encourages all standing passengers to use these devices for extra support while travelling.

All DRT buses include both courtesy and priority seating. Priority seating is at the front of the bus, behind the operator, and is available to customers using a mobility aid (e.g. walker and cane) or who would otherwise benefit from a seat. Customers with invisible disabilities have the same right to access priority seating as passengers with visible disabilities.

If the bus is full, or priority seating areas are occupied, customers using a mobility aid may need to wait for the next bus to ensure that they can be safely accommodated while travelling. 

Courtesy seating is directly behind priority seating and is available for customers who may benefit from having a seat near the front of the bus. In these instances, DRT asks that customers do the right thing and give up their seat to a passenger in need.

Both priority and courtesy seating sections are labelled on DRT with the below signs. 

All Durham Region Transit buses have a minimum of two designated mobility aid securement areas, as highlighted below. Securement is not mandatory, and customers will have to notify the operator if they wish for their mobility aid, to be properly secured. All DRT operators are trained in the proper securement techniques to ensure safety of both the customer, the mobility aid, and passengers. When not being occupied by a mobility aid, this area has folding seats to allow for additional seating on the bus.