Frequently asked questions about the OnYourWay fare card

COVID-19 updates

We’re waiving the $5 card fee until further notice.

The OnYourWay fare card is available at select retailers and City facilities (e.g. ServiceGuelph (City Hall), recreation facilities and Guelph Transit).

Affordable Bus Pass customers will continue to buy their bus pass at a City facility.

If you are buying a reduced fare card (youth, senior or Affordable Bus Pass), the first card must be purchased at a City facility (e.g. ServiceGuelph (City Hall), Guelph Transit, Evergreen Seniors Community Centre, West End Community Centre or Victoria Road Recreation Centre). Tell customer service staff what card you need to ensure you receive the correct fare category.

Only Adult OnYourWay fare cards can be purchased at authorized retailers, Guelph Public Library branches and the Guelph Museum. However, Adult and Reduced fare cards can be reloaded at any City facility or select retailer.

The OnYourWay fare card is a new, faster and more secure way to pay for bus fares in Guelph. Customers can add funds to their card online or in person, get balance protection— once the card is registered—to ensure the money is safe if the card is ever lost or stolen, and manage the card (e.g. check balance and history) through an online portal.

As a promotion, no card fee for all transit customers.

Affordable Bus Pass customers will only pay the fee if replacing their registered card, in the event it is lost or stolen.

There is no card fee if you are changing fare class. For example, if you have a youth pass and turn 18 there will be no fee charged to get an adult pass.

If your OnYourWay fare card is lost or stolen and is registered, we can cancel the card and transfer the remaining balance of rides and/or monthly pass to a new card. There is a $5 fee for the new card.

The OnYourWay fare card replaces the need for paper tickets, monthly passes and cash, although cash payment will still be an option.

Customers can load daily and monthly passes, or maintain a stored dollar value on the fare card for single rides.

When a pass is added to the card, unlimited trips can be made for as long as the pass is valid. For stored value, each time the card is tapped on the fare box, the system deducts Guelph Transit’s fare from the balance on the card.

Traditional monthly bus passes will no longer be sold as of March 18, 2020. Instead, the monthly fare can be loaded onto an OnYourWay card.

As of March 31, 2020, paper tickets will also be discontinued. Transit customers can still use existing tickets until May 31, 2020. After this date, customers need to visit a City facility to have the value of any leftover tickets added to an OnYourWay card.

In response to customer feedback, Guelph Transit is working with non-profit organizations on a new single-fare bus ticket process that enables service providers to continue to hand out tickets to people in need in the community. These special tickets will be honoured as valid fare on Guelph Transit buses.

The Connect-to-GO flag is not yet available on the OnYourWay fare card. GO riders with an OnYourWay fare card should continue to show the bus operator their Presto card or valid GO Transit ticket and deposit 60 cents into the farebox.

Once the Connect-to-GO flag is available (we’ll let folks know when Guelph Transit validators are installed at GO Transit stations), Presto customers can set the flag on the fare card. By tapping the fare card on the farebox, the full stored value fare is deducted; when tapped again on a device at the GO Station, the fare minus 60 cents will be refunded to your card.

We issued a public Request for Proposal for an Electronic Fare Management System. We didn’t receive a submission from Metrolinx (Presto).

Affordable Bus Pass holders will use the OnYourWay fare card, and can buy it from a City facility (e.g. ServiceGuelph in City Hall, Guelph Transit, Evergreen Seniors Community Centre, West End Community Centre and Victoria Road Recreation Centre).

At time of purchase, a City customer service representative will register your fare card. Then, each month, you have the option to add funds to your card online or in person at a City facility or select retailer. It’s your choice.

Your OnYourWay fare card expires one year from the date of purchase, and you will have to reapply for the Affordable Bus Pass program.

If your affordable bus pass is provided to you by a third-party organization or institution and funded for you, you will need to continue to obtain the pass through that organization. The same applies for reloading fare products to your card.

Continue to use your current Canadian National Institute for the Blind (CNIB) card.

University of Guelph student ID cards are no longer valid bus fare. All post-secondary students must use an OnYourWay fare card. Post-secondary students can purchase a semester pass.

No change. Continue to use your current Veteran’s pass. New fare cards will be issued by Guelph Transit in early to mid-2020.

No changes to the current day pass program. Day passes equipped with tap and go technology can be bought at a City facility. If you have a paper day pass, it can be exchanged at a City facility for a smart card, until June 1, 2020.

A 60-minute transfer is automatically activated on your card when paying with a monthly pass or stored ride/dollar value. No additional fare will be deducted from your card if you tap again within that 60-minute period.

If you pay cash, you will need to request a paper transfer from the transit operator. Paper transfers state the expiry date and time.

No, transit fares remain the same as 2019.

The fare box project, including the OnYourWay card, is a Council-approved recommendation of the Guelph Transit Business Service Review. In 2017, the federal government announced $1.3 million in funding for Guelph through the Public Transit Infrastructure Fund to replace fare boxes on City buses to improve efficiency, reduce potential fraud and missed fares, and automate validation of student passes (U-pass) and transfers. The City is providing the remaining project funds of $1.3 million from its Infrastructure Renewal Reserve Fund.

Call 519-822-1811 or email [email protected].