GUIDELINES Commuter Service

Service Provision

Southland Transportation, under contract with the Calgary Regional Partnership (CRP) and the participating municipalities, is responsible for the following and implements its own operational guidelines accordingly:

  • Vehicles and Maintenance - Highway coaches with 55 seating capacity and a bathroom
  • On-time performance
  • Operators Recruitment and Management
  • Safety and Training
  • Accident/Incident reporting and investigating
  • Service Disruption

Service Disruptions / Alerts

Delayed Bus: If a bus is running late with a delay of over 10 mins, alerts will be posted via the On-It twitter account and the On-It website alert banner.

Delayed LRT: Southland Control Centre monitors alerts from Calgary Transit and buses will wait at the station for up to 10 mins for a delayed LRT train.  A reasonable effort will be made to wait for the LRT before departing the last bus of the day. 

Bus Break-down: If a delay is a result of a bus break down, Southland will send a replacement bus and initiate the alert process above

Inclement weather advisory: Inclement weather advisory notices will be posted to the Alert banner on the website and advise passengers to expect possible delays to the service.

Bus stops/ Park and Rides Maintenance

The participating municipalities are responsible under the municipal agreements to maintain the areas around the bus stops and the park and ride lots. These must be kept accessible and safe for the public.

Bus Accessibility

  • Bikes are not permitted on the bus or in the under carriage storage compartment.
  • Buses are not equipped to be wheelchair accessible.
  • Strollers must be stored in the under carriage storage compartments. 
  • Overhead storage bins items permitted: one personal item per passenger such as, laptop bag, purse or small back pack. Maximum dimensions 16cm x 33 cm x 43 cm.
  • Under carriage storage items permitted: personal items only such as, luggage or strollers.
  • The aisle must be kept clear of personal items, including shoulder straps.
  • On-It Regional Transit and Southland are not responsible for damage of any items stored in the overhead bins or in the under carriage storage area, as the compartments are not padded.
  • To avoid misplaced luggage, clear identification of luggage is recommended. 
  • On-It Regional Transit and Southland are not responsible for passengers picking up the wrong luggage or lost items carried onboard. 

 

Policies

It is the policy and intention of On-It Regional Transit to provide transportation service to the public, which is free from conduct detrimental to order and safety, and rights of each passenger of our transit system.

On-It Regional Transit drivers and staff will in the event of any violation of its policies or rules enforce the following as appropriate:

  • Removal of passenger
  • Denial of service 
  • Criminal Prosecution

Passengers riding in an On-It Regional Transit vehicle should by their behavior, observe the following rules, prohibitions and procedures.

Disorderly Conduct: No person shall commit any act or engage in any conduct constituting disorderly conduct in a vehicle.

Drugs: No person shall possess or use any narcotics or drugs; offer to another person any narcotics or drugs; or possess any drug paraphernalia in a vehicle.

Food and Beverages: No food or beverages will be consumed on the vehicles, except for those passengers who require food or beverages due to health conditions.

Intoxication: No person shall enter or remain in a vehicle if such person is intoxicated. 

Shirts and Shoes: No person shall enter or remain in a vehicle without a shirt or without clothing that covers the upper portion of the body. No person shall enter or remain in a vehicle without shoes or sandals on both feet.

Smoking: No person shall smoke in a vehicle.

Spitting: No person shall spit in or upon a vehicle.

Pets: Certified assistance animals are permitted on board at no charge. Owners of assistance animals should be prepared to show the animal's verification of training. No other animals are permitted on board or in the undercarriage storage.   

 

Fares and Tickets

Fare structure

Single one-way tickets

$2 – Between Black Diamond/Turner Valley and Okotoks

$6 – Between Okotoks and Calgary (Somerset/Bridlewood LRT station)

$8 – Between High River/ Black Diamond/Turner Valley and Calgary (Somerset/Bridlewood LRT station)

Monthly passes and 10 Pack tickets

$170 – Between High River/Black Diamond/Turner Valley and Calgary (Somerset/Bridlewood LRT station)

$155 - Between Okotoks and Calgary (Somerset/Bridlewood LRT station)

$60 for a 10 pack of tickets from Okotoks to Calgary - available to purchase online and delivered by Canada Post

$80 for a 10 pack of tickets from Turner Valley, Black Diamond and High River to Calgary available to purchase online and delivered by Canada Post

Monthly passes are available to purchase online with delivery by Canada Post or directly at participating municipal offices and recreation centers

Monthly passes are available in advance starting on the 15th of the prior month and will remain for sale until the 14th of the stated month of the pass.

All pass and ticket purchases are final sale. No discounted tickets for seniors or children. 

Tickets Sales

Ticket Outlets

Tickets are sold at participating municipal offices and recreation centers, local retailers and online. Complete/up to date list of outlets is located here 

Ticket sales agreements

The CRP has agreements in place with municipalities and retailers.

Municipalities:  Sell tickets on consignment and at face value. Municipalities sell both single,one-way tickets and monthly passes.  

Retailers:  Purchase tickets at face value and in advance from the CRP. Retailers have the right to add on a service fee to the face value of each ticket and charge this to the customer.  Service fees are not to exceed: $0.15 on $2 ticket, $0.45 on $6 ticket, $0.60 on $8 ticket.

Ticket collection

Tickets are collected by the driver when passengers disembark at their destination.

There is no allowance to purchase tickets with cash onboard the bus.

The inspector may request a passenger to present a valid ticket at any time.

On board Payment

Passengers may purchase a one-way ticket on board via a POS system, using debit or credit. A service fee will apply.  

 

Customer Service

Call Center 

Weekdays Only

Customers are directed to call 403-938-3966  Monday to Friday 5:30 AM to 7:30 PM.

All calls are logged in the On-It Customer Support Log sheet and call to action sent to either CRP staff or Southland staff depending on nature of question/complaint as follows:

Action by Southland: calls related to route deviation, bus operator behaviour/attitude, schedule adherence, bus operator operation of vehicles, transfer and/or fare disputes and vehicle maintenance and/or cleanliness, lost and found items

Action by CRP: calls related to tickets, schedules/bus stops, future service

Email

Customers are directed to email onit@calgaryregion.ca. All emails are logged in the On-It Customer Support Log sheet and call to action sent to either CRP staff or Southland staff depending on nature of question/complaint, as above.

Website

Customers are directed to website www.onitregionaltransit.ca for:

  • latest route maps and schedules
  • ticket prices and ticket sales locations
  • sign up to receive updates by email
  • feedback form
  • commuter calculator
  • blog and social media links