You Asked: Why is trip planning on York Region Transit so difficult?

Inaccurate information frustrates reader; but YRT says help is a phone call away

Newmarkettoday.ca
November 21, 2019
Kim Champion

You Asked:

Newmarket resident Mary Welsh takes public transit around town for most of her daily errands and to get to work.

She was dismayed to notice earlier this month that the posted schedule for Route 98 (98/99 late night) at the Newmarket GO bus station shelter hasn’t been updated since 2017.

Welsh has a smartphone but her plan allows only for limited data and there isn’t free Wi-Fi at bus stop #1977 at Newmarket GO on Davis Drive W.

Plus, at least since Nov. 9, 2019, York Region Transit’s official mobile app wasn’t working for Apple iOS users on version 13 or higher.

Love local news? Sign up for our daily headlines email newsletter.

The transit service’s advice to instead use its real-time map on the web for trip planning on the go didn’t help Welsh because of the amount of data that would require. When Welsh did attempt to plan a transit trip from YRT's online trip planner, she said all three options offered up to her were inaccurate.

“All three options depart long after the arrival time I indicated,” she said in frustration. “Is this worth complaining about, and if so, to whom?”

What are the suggestions for the best way for a senior on a fixed income, with limited mobile data, to plan trips and get around on YRT?

Here’s the answer:

Customers with limited mobile data can call YRT’s call centre from 7 a.m. to 7 p.m. toll-free at 1-866-668-3978, and speak with a customer service representative about their trip planning options, said manager Christine Terin, of YRT’s communications, community engagement and marketing, transportation department.

Travellers in free Wi-Fi areas, such as YRT terminals, can also use the service’s online resources, including yrt.ca, live chat and the real-time app.

With regard to the outdated schedule posted at Newmarket GO bus stop #1977, Terin said that information post has now been updated and is no longer displaying the 2017 route schedule.

“Information posts and schedules are updated as required and may remain the same for more than a year,” she added.

In addition, there was a glitch with the last update for iOS 13 that affected the YRT real-time app.

“We were made aware and let our customers know what options were available online and through social media while we worked on the solution,” Terin said. “The issue with the app was fully fixed this past weekend.”