Guelph Transit – frequently asked questions

Frequently asked questions about the OnYourWay fare program

Do you have a “lost and found” area?

All items found on Guelph Transit vehicles are turned in to the Administration Office. Please email [email protected] or call 519-822-1811 to confirm if your lost item has been returned. Guelph Transit is not responsible for lost or stolen articles. Lost items will be held for one week, but lost purses, wallets, keys, electronic devices and other items of worth, excluding bicycles, are forwarded to the city’s Bylaw Compliance and Security Division at the end of each week.

University of Guelph Student cards that are found by Guelph Transit are sent to the Campus Card Office and can be picked up there.

What are your hours of service?

Administration office

  • Phone (general customer service): Monday to Friday, 8 a.m. to 4 p.m.
  • In person (administration office): Monday to Friday, 8:30 a.m. to 4 p.m. Closed on all statutory and civic holidays.

Bus service

Guelph Transit is operating at full service levels, Monday to Sunday. Holiday service is now on-demand.

  • Monday to Friday (5:45 a.m. – 12:15 a.m.): buses operate on a 20 or 30-minute service schedule, except Route 99 Mainline.
  • Saturday (5:45 a.m. to 12:45 a.m.): buses operate on a 30-minute service schedule, except Route 99 Mainline.
  • Sunday (9:15 a.m. to 6:45 p.m.): buses operate on a 30 minute service schedule, except Route 99 Mainline, which operates on a 15 or 30 minute service schedule from 7:15 a.m. to 10:15 p.m.
  • Holiday On-Demand Service: All bus stops throughout the city become on-demand stops for direct booking from 9:15 am to 6:45pm. (except those within the 99 Mainline, which runs every 30 minutes).
    Statutory holidays: New Years Day, Family Day, Good Friday, Victoria Day, Canada Day, Labour Day, Thanksgiving Day, and Christmas Day
    Exceptions: John Galt Day, and Boxing Day buses operate on Sunday Service schedule, and Christmas Eve buses operate on regular service ending at 7pm.

What does it cost to ride Guelph Transit?

Passengers are required to pay a fare when they take Guelph Transit. Fare can be cash, a valid OnYourWay fare card loaded with fares, or a valid transfer. Detailed program information and the current fare structure can be found on the fares and passes page.

Where can I buy an OnYourWay fare card?

OnYourWay cards can be reloaded online, but to obtain a card you must visit a select retailer or contact Guelph Transit by phone or email.

[email protected]

Can I transfer from one bus to another?

Passengers can transfer routes at any point where two routes connect. Passengers must request a transfer when they first board the bus if they require a transfer to continue along their route. When boarding a bus with a transfer, passengers must present the transfer to the driver unfolded and date-side up for inspection. Transfers must NOT be placed in the fare box.

This transfer is valid for 90 minutes from time of issue and is valid as part of one continuous trip from origin to destination. Please retain your transfer if you need to travel on multiple buses to arrive at your destination. Transfers are valid for stopovers or layovers within the 90 minute time period. Passengers must present their transfer to the operator upon entry.

Who do I contact in the event of a fare or transfer dispute?

In the event of a fare or transfer dispute, passengers are requested to pay the proper fare and then contact Guelph Transit:

170 Watson Road South
Guelph, Ontario N1L 1C1
Telephone: 519-822-1811
TTY: 519-826-9771
Fax: 519-822-1322
[email protected]

You will be required to provide the date, time, route, and vehicle number.

How can I find out which bus route will get me to my destination the quickest?

View the route schedules, plan your trip with Google Transit, or call Guelph Transit at 519-822-1811.

When should I be at a bus stop?

Please arrive at your stop at least five minutes prior to the scheduled arrival times to ensure that you catch your bus. If your bus stop services more than one bus, please clearly indicate to the bus operator as he/she approaches your stop that you wish to board the bus.

How long does it take for snow to be removed from my bus stop?

It usually takes five days on average after a snow event ends to completely clear the entire city sidewalk and bus stop inventory.

Can I be dropped off at a location other than the designated bus stops when travelling in the evening?

In the evening, Guelph Transit’s Request Stop program allows you to exit the bus at locations along the route other than the regular bus stops. Simply notify the bus operator at least one stop ahead of where you wish to get off the bus. Providing it is safe to stop, the operator will let you off as close to your request as possible. Request Stops are available daily after 6:45 p.m.

Does Guelph Transit provide low-floor bus service?

Guelph Transit’s full fleet is equipped with low-floor vehicles and provides fully accessible service to all bus routes operating in the City of Guelph. These vehicles are designed to assist in accommodating customers who use mobility aids such as wheelchairs, scooters, or walkers.

Can I bring my guide dog or service animal on Guelph Transit?

Guide dogs and service animals are permitted on Guelph Transit. When it cannot easily or clearly be seen that the animal is a service animal, a document from a regulated health professional confirming that the person requires the animal for reasons relating to their disability must be presented to the driver when boarding a Guelph Transit vehicle.

All other pets must be secured in a small pet carrier that can fit between the seats.

List of regulated health professionals authorized to issue a service animal letter:

  • A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
  • A member of the College of Chiropractors of Ontario.
  • A member of the College of Nurses of Ontario.
  • A member of the College of Occupational Therapists of Ontario.
  • A member of the College of Optometrists of Ontario.
  • A member of the College of Physicians and Surgeons of Ontario.
  • A member of the College of Physiotherapists of Ontario.
  • A member of the College of Psychologists of Ontario.
  • A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Can I pay for another person using my OnYourWay card / app?

Everyone needs their own card. You can not pay for others using your OnYourWay Fare card or the OnYourWay app.

Does Guelph Transit provide a specialized transit service?

Guelph Transit Mobility Service provides service from accessible door to accessible door within the City of Guelph. Mobility Service provides service from 5:45 a.m. to 12:15 a.m. Monday to Saturday, and from 9:15 a.m. to 6:45 p.m. on Sundays. Dispatch and trip-booking services are available on weekdays from 8 a.m. to 9: p.m. and from 10 a.m. to 4 p.m. on Sundays.

I am driving my own vehicle; do I have to yield the right of way to a bus?

Yield to Bus is a new provincial law designed to improve transit flow and make transit service more reliable and efficient. The new law requires drivers to yield the right-of-way to buses leaving bus bays to merge with the traffic.

Can I take a tour of Guelph Transit?

Tours of Guelph Transit are not available because of health and safety policies at the facility.

Who do I contact to advertise on Guelph Transit buses, shelters, or benches?

Contact one of these agencies to book your transit advertising in Guelph.

Why did the City build a new transit hub?

St. George’s Square served as the main hub for Guelph Transit for over 100 years. Many residents may not know that plans for Guelph Central Station have been in the works for a very long time. Guelph Central Station brings local, regional and national buses and trains together in downtown Guelph. The station makes it easier for people to move into, out of and around the city. Its location on Carden Street East gives transit users easy access to downtown activities, shops and services and helps attract the diversity of employers, residents and visitors a downtown needs to be appealing and alive.

What services are available at the station?

Guelph Transit, GO trains and buses operate at Guelph Central Station. VIA trains operate out of the VIA station.

Where do I find information on platform locations?

Refer to information about platform locations at Guelph Central Station and University Centre.