MiWay Rider Recovery Strategy Emphasizes Service Delivery on Transit System – City of Mississauga


Today, the General Committee received a report on MiWay’s COVID-19 Ridership Recovery Strategy, which outlines the city’s plans to continue investing and providing safe transit service through Mississauga. as she recovers from the long-term impacts of the pandemic.

“I want to thank our transit drivers who have always worked throughout the pandemic to provide service to customers, getting people where they need to be safe,” said Mayor Bonnie Crombie. “Last year, we implemented several security measures in our buses, including plexiglass barriers that allowed us to resume ticket collection and boarding through the front door to ensure passenger safety. . We continue to take a thoughtful approach to recovery that prioritizes health and safety, which includes making adjustments to our transit system and continuing to impose masks while driving MiWay in compliance. to the regulations of the City. “

According to business report, MiWay has been facing a drop in ridership since March 2020 due to the various COVID-19 waves, recovery stages and stay-at-home orders. At the start of the pandemic, MiWay implemented back door boarding, loading restrictions, and free transit. Over the past year, ridership has picked up, but has varied depending on the type of route, the time of day and the day of the week. By the end of August, MiWay had carried 49% of the pre-COVID-19 ridership in 2021.

“We know that the last 16 months have been difficult for many. MiWay is committed to monitoring all routes in the transit system so that service levels meet customer needs and can change with changes in demand as modes of travel continue to evolve, ”said Geoff Marinoff, Director of Public Transit. “MiWay will continue to provide quality customer-focused service while building future transit capacity through strategic projects and initiatives. The fluctuation in ridership demand is expected to continue into the fall as we continue to navigate the recovery from the pandemic. We must continue to invest in transit service to remain a viable transportation option for those who live, work and visit Mississauga.

MiWay COVID-19 Ridership Recovery Strategy will focus on the following five key areas:

  1. Responsive planning and service delivery
  • Responsive service planning to balance street service and manage operational efficiency
  • Active route management to ensure service reliability and punctuality
  • Agile workforce management to minimize impacts on daily service delivery
  1. Invest in transport infrastructure
  • Leverage existing funding opportunities offered by the provincial and federal governments
  • Plan and implement change through strategic plans
  • Take advantage of multimodal transit hubs
  • Develop technological capabilities thanks to the smart city master plan
  1. Customer-first service
  • Understand the customer experience through continuous market research of current passengers, non-passengers and abandoned passengers
  • Keep MiWay relevant with audience-specific campaigns and programs to engage employees and inspire and attract passengers to transit
  • Support customer needs through improved customer feedback and information line support
  • Adopt new technology to deliver timely and relevant service information through key online and social channels, and third-party trip planning applications
  • Investing in people through new and improved training and development opportunities
  • Launch the MiWay Customer Charter to share its commitments
  1. Planning and adapt to the future
  • Prepare to implement MiWay Five 2.0 – The Next Five Service Plan as ridership returns to pre-COVID-19 levels and when service growth warrants it
  • Investigate the benefits and costs of on-demand service options to meet service needs in specific areas
  • Build and maintain a higher-order integrated transit system; Hurontario LRT, Lakeshore and Dundas BRT and neighboring city’s higher-order transit expansion
  • Focus on sustainability to meet the City’s climate change action plan goals by adopting new hybrid bus and fleet technology and participating in a green facility study and pilot projects hydrogen
  • Manage future fleet needs with the Bus Replacement Management Plan, while reducing existing operating expenses on buses that are not required for daily service
  1. Returned and price management
    • Apply for and take advantage of public transit assistance funding available from the provincial and federal governments
    • Review MiWay Transit Fees and Fare Strategy
    • Participate in discussions on tariffs and integration of local services with transit service providers 416 and 905
    • Examine future fare payment options through PRESTO open payment and third-party e-ticketing solutions

To learn more about MiWay and the Ridership Restoration Strategy, visit miway.ca/recovery.

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Media contact
Amy Camara
Communications coordinator
City of Mississauga
905-615-3200, ext. 4839
[email protected]
TTY: 905-896-5151


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