Accessible Service Overview
GoBus Accessible Transit is the St. John's area para-transit system. It operates within the municipalities of St. Johns and Mount Pearl only.
The GoBus mandate is to provide persons with disabilities and those who are unable to access conventional transit, equal access to a transportation system so as to enhance their participation in all aspects of community life. The goal is to ensure that accessible, affordable transportation is provided in a dignified and respectful manner.
Are you a registered GoBus customer looking to book a ride?
Click here to book online or call 368-8887.
Eligibility Criteria
GoBus provides paratransit services to the City of St. John's and the City of Mount Pearl, overseen by the St. John's Transportation Commission. All passengers of GoBus must be registered with the service in order to use it. All applicants, in order to become registered, must have a disability that prevents them from utilizing Metrobus, the conventional transit system. A disability for this purpose may include, but is not limited to:
- Physical disabilities
- Vision disabilities
- Hearing disabilities
- Intellectual or learning disabilities
- Mental health disabilities
- Neurological disabilities
Eligibility is considered on a case-by-case basis and is not based on a specific health condition; but whether the applicant's disability prevents the use of Metrobus, the conventional transit system. Applicants are required to participate in a transit assessment. This will be completed by health care professional(s) contracted by Metrobus. It will be arranged and paid for by Metrobus. It is important to note that eligibility for GoBus is not based on the following factors alone (some might be factors along with consideration of the individuals' disability):
- The applicant's age;
- Loss of driver's license or inability to drive;
- The availability of others to travel with the applicant on conventional transit;
- Whether conventional services or bus stops are offered near the applicant's pick up/drop off locations and/or lack of sidewalks in area (unwillingness and/or reluctance to use conventional services);
- Financial need or inability to pay for taxis, or other forms of transportation.
GoBus offers three levels of eligibility. Levels of eligibility are provided to ensure that GoBus resources are allocated to individuals based on need, encouraging the use of accessible conventional transit service when appropriate.
- Unconditional eligibility may be granted to individuals whose disability prevents them from using conventional transit (Metrobus) at all times.
- Temporary eligibility may be granted to individuals with a temporary disability (e.g. recovering from surgery) that prevents them from using conventional transit for all or part of their trip.
- Conditional eligibility may be granted to individuals whose disability comes about as a result of environmental or physical barriers that limit their ability to use conventional public transit (e.g. "in winter only", "in dark conditions only", or "for certain trips that do not have accessible bus stops".)
The Application Process
The purpose of the application is to ensure all customers meet the eligibility requirements of GoBus Accessible Transit and to gather information that will allow us to provide the most accessible service possible for those who are eligible. If you require support to complete this application, please contact Accessible Transit Services by calling (709) 570-2131, or email gobus@metrobus.com.
Alternate formats are available upon request (large print, braille).
Section 1 must be completed by the applicant. Section 2 is to be completed by a health care professional (such as a family physician, social worker, physiotherapist, mental health professional, or occupational therapist). Any fees incurred for completing this section are the responsibility of the applicant.
After submitting this application form, applicants will be required to complete a Transit Assessment. Applicants will be contacted to arrange a date and time for the assessment. The cost of the assessment will be covered by Metrobus.
GoBus Links & Information
GoBus Application
To submit an application for eligibility for the GoBus please complete our Application Form.
Completed forms can be sent to:
Accessible Transit Services
Metrobus
25 Messenger Drive
St. John's, NL A1B 0H6
Fax: (709) 722-0018
Email: gobus@metrobus.com
Hours of Operation
GoBus Accessible Transit hours of operation are:
Monday - Thursday 7 a.m. - midnight
Friday 7 a.m. - 2 a.m.
Saturday 8 a.m. - 2 a.m.
Sunday 8 a.m. - midnight
Fares
GoBus Accessible Transit is a pay as you go system. Fares can be paid using cash or a Go-Card.
Go-Card
Our Go-Card is an interactive smart card that we use to handle all of our fare media, except for cash fares. The Go-Card is the same size as a credit card. When a customer boards a bus, simply hold the card in front of the handheld reader to pay the fare. The reader recognizes what type of fare or pass is on the card and approves or denies the ride electronically.
Because it's a Go-Card, you keep using the same card, week after week, month after month. You can add more money to the card at any of our sales outlets. In addition, you can add value to your card online at GoBus.info.
Go-Cards can be purchased and reloaded at specific sales outlets or online. There is a one- time $5 fee on new Go-Card activations. Please be sure to register your card to guard against loss. More information about how to register your card can be found on the back of the Go-Card.
| Rates as of January 1, 2017: | Adult | Senior | Child |
|---|---|---|---|
| Cash Fare | $2.50 | $2.50 | $2.00 |
| 10-Ride Pass | $22.50 | $18.00 | $18.00 |
| Monthly or 30-Day Pass | $78.00 | $53.00 | $53.00 |
| Semester Pass | $275.00 |
Adult, ages 18 to 64
Senior, ages 65 and over
Child, age 12 to 17 (Children under 12 years of age ride for free)
Smart Savings With a 10-Ride Card, you're buying 9 rides and getting the 10th ride free.
Student Semester Passes are $275 (Fall, Winter, and Summer Passes - 4 months each)
Restricted to students registered in full-time post-secondary studies. Student identification is required.
Go-Card Sales Outlets (effective January 1, 2020)
| Sales Outlet | Location | Payment Methods Accepted |
|---|---|---|
| Access St. John's | 1st Floor, St. John's City Hall | Cash, INTERAC, Visa, Mastercard, American Express |
| Metrobus Transit Centre | 25 Messenger Drive | Cash, INTERAC, Visa, Mastercard, American Express |
| Avalon Mall | Customer Service | |
| Shoppers Drug Mart | Torbay Road | |
| Shoppers Drug Mart | Topsail Road | |
| Shoppers Drug Mart | Churchill Square | |
| Shoppers Drug Mart | Freshwater Road | |
| Shoppers Drug Mart | LeMarchant Road | |
| Memorial University | The Attic | |
| College of the North Atlantic | Cashier's Office | |
| Marine Institute | Cashier's Office | |
| Online e-Store | www.gobus.info | INTERAC Online, Visa/Visa Debit, Mastercard/Mastercard Debit, American Express |
Monthly passes are usually available for purchase at our sales outlets by the 20th of the month. For example, a May pass will be available for purchase by April 20.
Earn AIR MILES® reward miles by riding with your Go- Card. Now little trips can lead to big ones. Register and ride with a Go-Card and earn 1 AIR MILES reward mile for every two trips taken on GoBus. Details at www.gobus.info/airmiles.
Medical Transportation
To inquire if you qualify for travel assistance for medical appointments, contact the Department of Health & Community Service at 1-877-729-7888.
Career Employment and Youth Services - To inquire if you qualify for travel assistance for education or employment programs, contact the Department of Immigration, Population Growth and Skills at 1-800-563-6600
Booking a Trip Using Online Self Service
Self Service allows you to manage your trip bookings without having to speak with a dispatcher. Using your computer, tablet or smart phone, you can:
- Book, cancel or confirm a trip
- View your upcoming trip requests
- View your requested rides, and if they are confirmed or on the waitlist
- Quickly and easily cancel your trips when you no longer need them
For more information click the link for the GoBus User Handbook, or contact Accessible Transit Services at (709) 570-2131 or by email at gobus@metrobus.com.
No-Show and Late Cancellation Policy
A no-show occurs when:
- GoBus arrives within the pickup window at the requested location, waits 5 minutes and the customer is not there.
- GoBus arrives and the customer cancels at the door.
- A trip not cancelled 45 minutes before the start of the pickup window. (For example, if your pickup window is 9:15 - 9:45 a.m., you would need to cancel by 8:30 a.m. These late cancellations are considered No-shows and are treated and referred to as such under this policy.
NOTE: If a passenger no-shows for the first leg of a round trip, all remaining rides connected to this trip will automatically be cancelled. If the passenger still requires that return trip, they must contact GoBus ASAP to advise that the trip is still needed. If the passenger has other un-related trips scheduled for that same day, those trips will not be affected.
Tracking Procedure and follow up for No-Shows
A "violation" is defined as 4 or more no-shows in a month. GoBus vehicles and a portion of our Newfound Taxi fleet, have technology on board that records the exact time drivers arrive for a pickup, and the exact time they depart. This information is used to record if a no show occurs. Buses also have video footage that can be used to verify that the electronic information is correct in the event of a dispute.
All no shows are monitored and recorded by the Accessible Transit office at Metrobus. Each no-show is reviewed, and those that are deemed to be the result of a GoBus error will not be counted. Examples of GoBus errors may include the bus not arriving on time, dispatchers not properly cancelling a trip, or a driver going to the wrong location.
**Each time you accumulate 4 or more no-shows in a month, it is considered a violation of the policy.
The No-Show list will be reviewed each month, and users in violation will be contacted as follows:
First Violation - When a GoBus passenger has 4 or more no-shows within a month:
The customer will receive an advisory notice by mail and/or email to inform them that they are in violation of the policy. This letter will provide a reminder of the policy, information about how to cancel trips properly, and details about their no-show trips.
Second Violation
Warning notice by mail and/or email, plus a phone call from the Accessible Transit office stating that another violation will mean a 3 - day suspension of service. Accessible Transit Services will offer to provide individualized support to the degree possible to help the customer reduce their frequency of no-shows.
Third Violation
Three - day suspension of service; any rides booked during this period will be automatically cancelled. Accessible Transit Services will contact the passenger to advise of suspension dates. If the no-show pattern is part of a recurring/ permanent ride series, the series will be cancelled, and the passenger will not be permitted to book recurring rides until there have been 6 consecutive months without further violations.
Future violations:
Fourth: 7-day suspension
Fifth: 14-day suspension
Sixth: 1 month suspension
Beyond six: Termination of GoBus eligibility. Passengers who have had their eligibility status terminated may re-apply 6 months after the termination date.
Appeal Process
We encourage all customers to monitor their own trip status to avoid having a no-show. Notifications are available by text or phone, including notices confirming trip cancellations and no-shows. If a customer believes their no-show was recorded in error, they may contact Accessible Transit Services within 2 weeks of receiving notice and the no-show will be investigated. Investigations may include reviewing trip details, AVL data, video recordings from the vehicle, phone recordings from dispatch, and speaking with staff/drivers.
Reminders
All passengers are required to be at the pickup location and ready to travel at the beginning of the pickup window you are assigned after your booking has been confirmed.
There are several options available to cancel a trip:
- Phone - 709-368-8887
- Text - 709-765-5847
- Online - www.metrobus.com/bookyourride
- My GoBus mobile app:
Google Play: https://play.google.com/store/apps/details?id=stjohns.canada
App Store: https://apps.apple.com/us/app/my-gobus/id1576343999
Customer Feedback
To provide feedback on GoBus Transit please complete our Customer Feedback Form. Completed forms can be sent to:
Accessible Transit Office
Metrobus
25 Messenger Drive
St. John's, NL A1B 0H6
Fax: (709) 722-0018
Email: gobus@metrobus.com
TOK Transit (service provider)
Phone: (709) 368-8887
Feedback email only:
gobus.feedback@toktransit.com
**rides cannot be booked,cancelled or confirmed by using this feedback address.
User Handbook
Click here to download the GoBus Accessible Transit User Handbook.
Every passenger of GoBus Accessible Transit is subject to the operating guidelines outlined in this handbook.
Changes to these guidelines, which may be enacted by GoBus Accessible Transit and not contained herein, will be made known to GoBus Accessible Transit users in a timely fashion and incorporated into this handbook as resources allow.
User Handbook last revised March, 2023
To find out more about GoBus Accessible Transit or to register to use the service, please contact:
Accessible Transit Service
Metrobus
25 Messenger Drive
St. John's, NL A1B 0H6
Phone: 709-570-2131
Fax: 709-722-0018
E-mail: gobus@metrobus.com