On-time performance | Boarding | Payment on board | Safety on board | Comfort on board | OPUS and Solo cards | Customer Centre | Access 65 off peak | Express service

ON-TIME PERFORMANCE

 

Q1: The bus went by one minute earlier; is this normal? The bus was three minutes late; is this normal?

Yes. During his run, the driver may encounter different situations.Read more For example, on one trip the driver may get only green lights, while the next time, he may get all red lights. However, the driver always tries to adjust the schedule to account for these situations. On the other hand, it can happen that in one specific place, he is slightly ahead of schedule (which is why a 1-minute advance is tolerated) or slightly late (which is why a 3-minute delay is tolerated). However, being ahead of schedule by more than one minute or being late by more than three minutes should not occur, so as not to penalize commuters. Consult our  Service standards Close

 

Q2: I waved to the driver to wait for me; I was running to catch the bus, and the bus driver saw me. Why didn’t he wait for me?

There are several reasons why a bus driver cannot stop his bus and wait for commuters running for the bus. Read more First and foremost, running after or towards a bus is very dangerous. Driving a bus is not like driving a car; the bus driver’s visibility is not the same. A bus has a lot more blind spots than a car. So, there is a good chance that the bus driver won’t see you, which increases your chances of a collision or serious injuries. Furthermore, while running to catch a bus, you also risk not seeing dangers that you would otherwise see. A car coming from the other direction could hit you; you could slip, fall, and suffer serious, or even fatal, injuries. In order to stay on schedule, the driver is instructed to let people get on who are at the bus stop when he goes by—he cannot wait for you. Close

 

Q3: The bus never arrived. How can this happen?

Although uncommon, situations generally beyond our control can disrupt service and cause major delays. Read more It is important to understand that in most cases, buses are subjected to the same road conditions as cars. For example, an accident 2 km from your bus stop could cause your bus to get stuck in traffic, keeping the driver from continuing on his route. The same goes for weather conditions, and, in spite of rigorous bus maintenance programs, mechanical breakdowns can occur. In those circumstances, the driver calls to inform the RTL. Immediately, the Operations department does everything in its power to restore service. Spare buses are sent out to continue the interrupted route. Needless to say, the time required for that bus to reach the problematic destination is also a major hurdle. So, after doing everything possible to restore the service, we may unfortunately have to cancel the trip. Close

 

Q4: Why not inform commuters when the service is disrupted?

When the service is disrupted, the RTL tries to inform its commuters as quickly as possible. Read more When the disturbance is at a terminal, audio messages are broadcast (Longueuil and Downtown terminals); if there is no sound system, RTL employees may also go to the boarding platform to inform waiting commuters. Information on the condition of our network is also continually posted on our Twitter feed: @RTL_info. Major disturbances, e.g., bridge closed, extreme weather conditions, etc., are also published on our website and our Facebook page. Moreover, it is impossible to send information to bus stops for the time being. When a service disruption occurs, network officials first and foremost try to restore service as soon as possible. Bus drivers on other lines driving by the problematic bus stop can certainly invite commuters to get on board while waiting for the other bus. However, these drivers must respect their own schedules. So, whenever possible, RTL employees working on the road try to inform as many commuters waiting at their bus stops as possible, but unfortunately cannot do so each time. This is an unfortunate situation that the RTL finds regrettable. Close

 

 BOARDING

 

Q5: I am sitting in the bus shelter; the driver slows down, looks at me, and continues without stopping. Is this normal?

The driver was waiting for you to indicate your intention to board.  Read more As the bus is approaching, you must stand up and indicate your intention to board the bus; otherwise, the driver will continue on his way. It is important, when boarding, to respect the following guidelines: Be at the bus stop when the bus arrives (we recommend you be there 5 minutes early); Indicate your intention to board by standing up and walking towards the sidewalk as the bus is approaching the bus stop. Close

 

Q6: I am travelling with a stroller; do I have to fold it before boarding?

It is now possible to travel with an opened stroller by following certain guidelines. Read more An umbrella stroller is the ideal solution for travelling by bus because it is light, fairly narrow, easy to fold, and equipped with a brake and safety harness. We recommend that you place your stroller in the spot reserved for people in wheelchairs. Make sure the stroller is leaning against the support cushion, facing the back of the bus, the brake is engaged, and your child is securely fastened. The centre aisle must be kept clear to ensure the child’s safety and that of other passengers. Stay close to the stroller and hold on to it at all times. If you are unable to leave your stroller open without compromising the safety and flow of other commuters, you will have to fold it. Close

 

Q7: I am traveling with an animal; what guidelines must I follow?

Animals are allowed on board RTL vehicles if they do not present a danger to other commuters. However, the animal must be in a carrier or a cage. Read more The carrier or cage in question must protect all commuters from a possible bite. The animal’s entire body, including its head, must be inside the carrier or cage. This rule does not apply to guide dogs. Close

 

Q8: I am at the bus stop and the bus goes by without stopping; however, there is still room next to the driver and in the stairs. Why doesn’t the driver stop?

To ensure the safety of commuters, the driver must have the best possible visibility to properly drive his bus. Read more Allowing commuters to stand next to him or in the stairs impairs his visibility. There is a yellow line on the floor of the bus that lets the driver know whether new commuters can get on board. The driver must also ask the commuters to move to the back of the bus so that new passengers can board the bus. Close

 

Q9: At my connection point, the driver did not wait for us to arrive!

Not all bus lines synchronise connections even though they may intersect. Read more If your bus line does not synchronise a connection with the line you are transferring to, it is possible that you will miss the connection. In order to stay on schedule, the driver of your connecting line cannot wait for all the lines that he might cross along his route. Close

 

Q10: I am at the terminal and the departure is at 1 p.m. I arrive at the boarding platform at 1 p.m. just as the bus is pulling away from the platform. Why?

The driver must follow his schedule and leave at the exact time. Read more As such, there are light signals at the terminal that tell him when he must leave the boarding platform. The driver is simply following instructions. To avoid such a situation, we recommend that our commuters be at the boarding platform 5 minutes ahead of time and set their watches to the terminal clocks. Close

 

PAYMENT ON BOARD

 

Q11: I have last month’s pass on my OPUS card. I forgot that we were the first of the month today. The driver forced me to pay (or refused to let me board the bus). Is this normal?

To board, you must have a valid pass on your OPUS or Solo card. If not, you have to pay the cost of the trip in cash. Read more This guideline is important to ensure fairness for all commuters. The driver is not authorized to let passengers board without requiring the mandatory fare from each commuter. Close

 

Q12: I don’t have exact change to pay my fare. I put $20 in the fare box; why didn’t the driver give me change?

Cash payments must be for the exact amount. Read more For security reasons, the driver does not carry money to give change. Furthermore, the driver does not have the key to the fare box. Fare boxes are locked, and only the financial institution where the cash is deposited is authorized to open the fare boxes. So, when money is dropped in the fare box, there is no way to retrieve it. Close

 

SAFETY ON BOARD

Q13: I know I am not allowed to smoke on the bus, but can I use an e-cigarette?

On board buses, it is prohibited to smoke or use e-cigarettes or e-pipes in such a way that gives off smoke.

 

Q14: Can I bring my bicycle on the bus?

Bicycles, tricycles, and other similar items are not permitted on buses. Note that from July 14 to August 19, 2018, the RTL is implementing a type trial on lines 1, 71, 81, 99 and 132 allowing the transport of bicycles on board buses on Saturdays and Sundays only.

 

Q15: Am I allowed to transport sporting equipment, e.g., skates, skis, or a snowboard, on the bus?

It is permitted to transport skis, a snowboard, skates, a sled, or any other similar equipment during off-peak hours, i.e., before 6 a.m., between 9:01 a.m. and 2:59 p.m. Read more and after 7 p.m. on weekdays. These restrictions do not apply on weekends and statutory holidays. This equipment must be positioned safely and must not prevent the flow of traffic inside the bus. Skis must be attached together. Skates must be equipped with blade guards or placed inside a skate bag. Close

 

COMFORT ON BOARD

 

Q16: I board the bus and cannot find a seat. Shouldn’t there always be a seat available?

This would be the ideal scenario. However, there is no way we can guarantee seats on the buses. Read more Please note that under the Highway Safety Code, we are authorized to transport commuters standing in public transit vehicles. The route configurations, the short distances travelled, and the generally slow speed at which vehicles travel allow us to do so. On the other hand, during off-peak hours, there are usually seats available. So, this problem occurs only during a short period of the day. However, in order for each commuter to have a seat, the RTL would have to purchase a larger number of buses, which would be a very expensive way of meeting a need that occurs only during a short period of the day. The costs of this would be very high and would be carried over to the cost of your monthly pass and municipal budgets. Close

 

Q17: It is very hot in the bus in the winter. Why doesn’t the driver turn down the heat?

In the winter, the ventilation system on RTL buses switches on automatically to prevent condensation on the windows.

 

OPUS AND SOLO CARDS

 

Q18: What is the OPUS card?

It is a transit ticket operating system. The transit tickets remain the same, but are now encoded on the OPUS card, enabling: Read more greater security the option to have more than one ticket on the same card (e.g., RTL monthly pass and STM tickets) greater flexibility when purchasing your tickets (ticket machines are always available) an all-in-one card, instead of a monthly pass, tickets, an ID card, etc. Close

 

Q19: What is a remote ticketing device?

It is a machine that reads the smart card to check the validity of a ticket or a transfer. Simply swipe the card in front the device without touching it.

 

Q20: I want to pay with exact change. Am I allowed?

Yes, drop the money in the fare box when you board the bus. Note that paying in cash does not give you a transfer.

 

Q21: Is the OPUS card user-friendly?

The OPUS card is very easy to use. Simply swipe it in front of a reader in the metro, on the bus, or at the commuter train boarding platform.

 

Q22: Do I need a photo?

A photo is still required for students and seniors, and is printed on the back of the OPUS card.

 

Q23: Are transfers still available?

When boarding, the transfer is automatically encoded on your OPUS or Solo card, whether or not you need it.

 

Q24: Do I have to show ID to purchase the OPUS card?

Only for reduced-rate OPUS cards. See our Reduced fare page for more details

 

Q25: Can I load cash onto my rechargeable OPUS smart card?

No, it is not an electronic wallet.

 

Q26: What are the advantages of the OPUS smart card?

Increased security and guaranteed replacement of the loaded fares if the card is registered Decrease in fraud A single card for reduced or other fares Sold in ticket machines = increased availability at terminals and option to use new payment methods (debit/credit cards)

 

Q27: Can I pay for someone else’s trip with my OPUS or Solo card?

The driver can authorize the scanning and deduction of several tickets from a Solo card. Read more He can also do this with your OPUS card, but only if it does not contain a monthly pass, since it is the monthly rate that is collected. Close

 

Q28: How can I find out how many tickets are left on my OPUS or Solo card?

The bus remote ticketing device will display this information each time you use your card. Ticket offices, points of sale, and automatic ticket machines can also show you how many tickets are left.

 

Q29: How can I renew my OPUS card?

For more information about the OPUS card, visit  https://www.carteopus.info/?language=en.

 

CUSTOMER CENTER

 

Q30: What are the advantages reserved for Customer Center members?

Registering for the Customer Center lets you select your preferred bus lines and consult the schedule for your stops at any time. Read more It also lets you subscribe to information about contests and promotions related to your transit pass, as well as the RTL’s newsletter. Lastly, as a member, you may be asked for your opinion on the RTL’s services in opinion polls, or telephone, email, or mail surveys. Close

 

Q31: How do I register?

Click on Customer Center at the top right of our website and proceed with your registration by filling out all the required fields. Read more You will then receive a confirmation email asking you to confirm your registration. Close

 

Q32: Are there fees to register for the Customer Center?

No, registration is instant and free.

 

Q33: I didn’t receive the confirmation email after I registered. What should I do?

Click “Resend the activation email.” Read more Make sure the confirmation email didn’t go to your spam folder. Temporarily deactivate your spam filter until you receive the confirmation email. Close

 

Q34: How many stops can be added to My preferences?

You can add as many stops as you like.

 

Q35: Can I change my preferences as often as I want?

Yes. You can change your preferences at any time through your Customer Centeraccount.

 

Q36: Is Customer Center compatible with tablets and smart phones? Is there a mobile version?

Yes, the Customer Center feature is compatible with tablets and smart phones.

 

Q37: How do I unsubscribe?

To unsubscribe from the Customer Center, click “Delete my account,” on the “My profile” page.

 

ACCESS 65 OFF-PEAK PASS

 

Q38: What is the Access 65 off-peak pass?

It enables users age 65 and older to make an unlimited number of regular or paratransit trips during off-peak periods.

 

Q39: Who can get this new pass?

All citizens age 65 and older who have a registered reduced-rate OPUS card.  Consult the Reduced fare - 65 years old and over page.

 

Q40: How much does this pass cost?

Consult our Fare schedule.

 

Q41: When can I use this pass?

Off-peak during the day: from 9:01 a.m. to 3:29 p.m. Off-peak during the evening: from 6:31 p.m. until the end of service All day on Saturdays, Sundays, and statutory holidays

 

Q42: How can I purchase this pass?

You can purchase it at the Longueuil and Downtown terminals and at points of sale located on the RTL’s territory.

 

Q43: What happens if I travel during rush hour?

Make sure to add valid trip tickets to your OPUS card so you can travel during rush hour. Read more If not, you can always pay cash when you board the bus ($3.25). Close

 

Q44: I heard I could get this pass for free. Is that true?

The cities of Longueuil, Brossard, and Boucherville have decided to offer this pass free of charge to their citizens. Read more To benefit, you must reside in one of these cities, be age 65 and older, and have a registered OPUS card with photo ($15). For more information, consult the Reduced fare - 65 years old and over page or click the link for your city: City of Longueuil City of Boucherville City of Brossard Residents of Saint-Lambert aged 65 + may also benefit from free transportation as long as they meet certain criteria. For more information. City of Saint-Lambert  Close

 

EXPRESS SERVICE

 

Q45: What is the Express service and which bus stops does it serve?

On blvd. Roland-Therrien, lines 410 and 417 make 7 stops between the Longueuil terminal and blvd. Des Ormeaux. Read more These stops are: Des Ormeaux,Jacques-Cartier, King Georges, Curé-Poirier, de Gentilly, Fernand Lafontaine and d'Auteuil. The schedule is displayed in the bus shelters. Line 76 serves all bus stops on blvd Roland-Therrien from Monday to Friday. On weekends and statutory holidays, service on Roland-Therrien is provided by lines 10 and 17. Close

 

Q46: How does the RTL plan to save time?

Buses use a reserved bus lane during peak hours on boul. Roland-Therrien, and green lights are extended to give priority to buses.

 

Q47: What type of service is available on boul. Roland-Therrien during off-peak periods?

Buses on each line (410/417) pass every 30 minutes, offering alternating service every 15 minutes. Line 76 also runs every 30 minutes.

 

Q48: Does line 76 also use the reserved bus lane?

Yes, all buses traveling on boul. Roland-Therrien use the reserved bus lane.

 

Q49: Do I need to buy special tickets?

No, you can use existing RTL tickets on these buses.