Policies/Riding Tips


Customers must request a transfer when boarding the first bus of the trip. Driver will provide a paper transfer to cash-paying customers; for m-Card users, the transfer will be handled electronically.

Customers wishing to transfer to another route should advise the Driver of the first bus, the route number to which they wish to transfer.

A transfer is only valid when used on the next bus departing from a transfer point. A transfer is not to be used for a stopover. Transfers are not valid for use on the route from which you are transferring - this means you cannot transfer from a route 1 to a route 1, for example.

In case of misunderstanding, please pay fare and contact Metrobus during regular office hours at 722-9400.

Travel Tips

While waiting for the bus...

  • Be at the stop at least 5 minutes in advance.
  • Have your cash fare or m-Card ready before the bus arrives.
  • Due to safety reasons passengers may not be allowed to board the bus once it has pulled away from the curb and has proceeded on its route.
Boarding & exiting the bus...
  • Watch your step when entering or exiting a bus. Use handrails when provided.
  • Do not stand on the edge of the curb while waiting for the bus.
  • Have fare ready, m-Card out of wallet.
  • Shoes and shirts are required.
  • Pay your fare and purchase a newspaper while boarding. Do not get up while the bus is in motion to purchase a newspaper.
  • If a transfer is required, advise the driver with which route you need to connect; if you are paying cash, make sure to obtain a paper transfer from the driver.
  • Once your fare is paid, go past the white/yellow line and find a seat as quickly as possible. If there are no seats available, hold on to the designated poles or handles in the aisle. Stand with feet apart and firmly planted on the floor.
  • To ensure that the bus operator has clear sight lines, move behind the white/yellow line to the back of the bus. Drivers may not operate the bus if they feel it is unsafe. Moving back also allows the next passengers to board freely.
  • Remain seated until the bus has completely stopped.
  • Exit the bus by the rear doors when possible to allow others to board quickly through the front doors.
  • When exiting, do not cross in front of or behind the bus - use traffic lights and crosswalks when possible or wait for the bus to leave the bus stop. Traffic does not stop for transit buses.
While on the bus...
  • Keep baggage to a minimum and out of the aisle.
  • Secure personal belongings.
  • Do not distract the driver while the bus is in motion.
  • Never yell at the driver to stop the bus. Use the "Stop Requested" cord.
  • Stay seated and/or use handrails at all times as the bus may be required to stop quickly.

Lost & Found

All lost articles will be held for 7 days. Items containing food will be discarded daily. Metrobus is not responsible for lost or stolen articles. To inquire about a lost item, please call Ride Guide at 722-9400 during office hours and press zero to speak with an Information Services Representative.

Baby Strollers


All strollers brought on board buses must be collapsible/foldable. For safety reasons, the maximum size allowed for an unfolded stroller on a bus is 122 centimetres (48”) long by 61 centimetres (24”) wide. Any strollers larger than the maximum size must be folded and stowed.


For the safety of young children and other passengers, Metrobus recommends that passengers boarding with a child in a stroller:

  • remove the child from the stroller prior to boarding;
  • fold and store the stroller so it does not impede the aisle or restrict the movement or safety of other passengers; and
  • hold the child in their arms while on board.
However, passengers may choose to use the accessible or courtesy seating area if not in use by another passenger. If this seating is available, the passenger is required to follow the procedure outlined below:
  • For accessible buses, the seats in the accessible space must be folded up and the stroller is to be parked in the accessible space with the child facing the rear of the bus. Please note that for safety reasons, the securement devices are not to be used for strollers. These devices are specifically designed to secure wheelchairs and scooters only.
  • For non-accessible buses (identified as buses with numbers starting with 01 to 09), small strollers such as umbrella strollers may be parked in front of the courtesy seating area.
  • The stroller must not block or impede the aisle or interfere with the safety and comfort of other passengers.
  • The child must be securely buckled into the stroller.
  • Passengers must ensure that the brake/wheel lock is properly applied to avoid accidental rolling of the stroller while the bus is in motion.
  • Passengers should also be aware that there is a potential tipping hazard for strollers when the bus makes turns or comes to a sudden stop. Therefore, the passenger should hold on to the stroller for the duration of the trip.
  • Passengers may request that the bus be lowered or the ramp be extended when boarding and exiting the bus; however, the ramp can only be lowered at stops designated as accessible or non-standard (i.e. use at own risk).
Accessible/Courtesy Seating area is prioritized for our passengers based on need as follows:
  1. passengers in wheelchairs and scooters
  2. passengers with disabilities
  3. seniors
Therefore, if a passenger requiring the use of the accessible/courtesy space boards the bus, the stroller must move out of the space. The stroller must then be folded and stored so that it does not impede the aisle and the child must be held in the arms of the caretaker.


During peak periods when the bus is most heavily used, the transit operator may require passengers with strollers to remove the child from the stroller and fold and store it, in order to make room for other passengers.

Metrobus endorses the view that the safest place for a young child while on-board a bus is in the arms of an adult. Passengers who choose to board with open strollers and use the accessible space assume responsibility for the safety of the child and the related liability involved.


Purchasing an m-Card and loading a bus pass on it entitles you, to use the transit system.  However, like most bank cards, Metrobus retains ownership of m-Cards and reserves the right to confiscate and not return or refund a card if it is not used in accordance with the regulations below:

  • The serial number on your m-Card must not be altered in any way.
  • Do not deface or alter the appearance of your m-Card.
When you are not using your m-Card, it can be transferred to another person who would ride the bus in the same fare category (eg. Adult to Adult, Child to Child, Senior to Senior), however, each person boarding a bus must have their own way to pay the fare.  Monthly and Semester Passes can only be used by one person per trip.  10-Ride passes can be swiped once for each person boarding using the same m-Card.  Transferring an m-Card to a person in another fare category is strictly prohibited.  Also, an Adult card cannot be used to pay a Senior or Child fare, a Child card cannot be used to pay an Adult or Senior fare, and a Senior card cannot be used to pay an Adult or Child fare.

The person using an m-Card must ride the bus on which it was swiped - it is against policy to swipe an m-Card for someone else to ride on that bus when you yourself will not be riding on that bus - the m-Card must remain with the person who is riding the bus.

Always carry your pass with you. Do not leave it in your locker or unattended. Treat your bus pass as you would cash, because there are no free replacements for lost or stolen passes.

Monthly passes are sold by the calendar month, not 30 days from the date of purchase.

Confiscated Passes

The driver may confiscate your bus pass for the following reasons:

  • Improperly lending your pass to another person
  • Handing your pass out the window
  • Defacing or altering the appearance of the pass.
Caring for Your m-Card
m-Cards are very durable, however, your card may be damaged by the following elements:

  • Extreme heat or cold
  • Dampness
  • Bending, scratching, or
  • Punching holes in the card
There is a $5.00 replacement fee charged to replace an m-Card that has been damaged due to mis-use of the card.


All fare media products are non-refundable.

There may be occasions where Metrobus service does not operate due to events beyond our contol (like a snowstorm). Metrobus does not extend passes or issue credits/refunds when and if this occurs.

There are no refunds or replacements for unregistered m-Cards under any circumstances.  Registered m-Card holders can have a lost or stolen pass replaced for a $5.00 replacement fee.  Once the replacement fee has been paid, we will then load the replacement card with the balance that was remaining on the original card at the time the card was reported lost or stolen.  Replacements can only be done at our office at 25 Messenger Drive.

Request Stop

After 7:00 PM, mention your personal "Request Stop" to the Driver at least one bus stop ahead of where you would like to exit the bus along the route; as long as the Driver can safely stop the bus at the requested location, he or she will honour your stop request.

Food & Beverages

Food items are allowed on board, please clean up after yourself by taking your garbage with you.

Garbage & recyling

In order to maintain a safe and sanitary environment, the transportation of garbage, recycling, or composting on Metrobus vehicles is prohibited. Passengers attempting to board with such items shall be denied access to the bus service.

Cell Phones, Music & Videos

Loud conversations, music or videos can be a distraction to the bus operator and an annoyance to other passengers. Keep telephone conversation low. Loud music and videos are strictly prohibited. Keep cell phone alert tones low, including texting alert tones.

Service Animals/Transportation of Animals

Service animals:
Passengers with disabilities, who require the support of a trained service animal, are permitted to bring them on board our buses. For the safety of all passengers, customers with disabilities travelling with a service animal must ensure the animal is wearing its harness and leash.

Where it is readily apparent/obvious that the service animal is used by the customer for reasons relating to his or her disability, no other proof is required. Where it is not readily apparent/obvious that the customer has a disability, documentation confirming that the service animal is required for reasons related to a disability must be requested (i.e. either a letter from a physician or a nurse confirming that the person requires the service animal for reasons relating to their disability; or valid registration documents).

Customers must ensure that their service animals do not cause an obstruction nor jeopardize the safety of customers while on the bus.

Small animals are permitted on-board provided they are in an approved pet carrier and the pet carrier can fit on the passenger’s lap while seated. Larger dogs or other animals are not permitted on the bus or at any terminal locations.

Courtesy & Respect

Customers engaging in rowdy or disruptive behaviour, or customers using profanity, may be asked to leave the bus. Any person found willfully damaging or vandalizing Metrobus Transit property could be subject to full prosecution. Reserve front seats for seniors and passengers with mobility impairments. To keep our buses clean, we ask that you do not place your feet on bus seats.

Smoking & Alcoholic/Hazardous Substances

Smoking and the consumption of alcohol is strictly prohibited on or at all Metrobus Transit buses, terminals, shelters and designated Metrobus Transit waiting areas.

Personal Hygiene & Use of Scented Products

Please try to refrain from wearing strong smelling perfumes or colognes while riding the bus. Please respect that others may have allergies or strong reactions to various scents/smells.

Pollution & air quality – This information has been provided by the Canadian Lung Association. For more information visit the Canadian Lung Association's web site at lung.ca.



What do we mean by "scents"?
When we talk about scents, we mean fragrances, aromas or perfumes – anything that adds a smell to something else. Scents can usually be found in personal care products, such as perfumes, aftershaves, colognes, shampoos and conditioners, soaps, body lotions and deodorants. Scents are also found in household items, such as air fresheners, deodorizers, candles, some laundry detergents, fabric softeners and cleaning products.

Scents can also be found in the workplace (e.g. cleaning products, adhesives, caulking).

How can scented products affect my health?
Chemicals used to add scents to products can cause serious health problems for some people, especially for people with lung diseases such as asthma or COPD. Being near a scented product can make some people sick. Scents enter our bodies through our skin and our lungs. The chemicals in scents can cause many different reactions. Even products containing natural plant extracts can cause allergic reactions in some people.

While some people are only mildly affected by scents, others have severe reactions. Some common symptoms include:

feeling dizzy
feeling tired or weak
shortness of breath
cold-like symptoms
worsening asthma symptoms

What ingredients are in scents?
Scents are usually made from a mixture of natural and man-made chemicals. A typical fragrance can contain between 100 to 350 ingredients. The problem with scented products is not so much the smell itself as the chemicals that produce the smell.

Scented products can contain several toxic chemicals that constantly turn into vapor in the air and attach themselves to hair, clothing, and surroundings. Most (95%) of the chemicals used are synthetic compounds made from petroleum. These include chemicals made from benzene, aldehydes and many other known toxins and sensitizers.

One commonly used chemical is diethyl phthalate, which is used to make scents last longer. It can cause allergic skin reactions (contact dermatitis) and is classified as a skin sensitizer and a reproductive toxin, according to HAZ-Map: Occupational Exposure of Hazardous Substances of the National Library of Medicine of the United States.

Does "unscented" or "fragrance-free" really mean there is no fragrance?
No. Even products labeled “unscented” or “fragrance-free” may actually contain fragrances used to mask the smell of certain ingredients. Health Canada has specific rules about how companies can use these words on their labels. According to Health Canada's labeling regulations, "fragrance free" or "unscented" means that there have been no fragrances added to the cosmetic product, or that a masking agent has been added in order to hide the scents from the other ingredients in the cosmetic.

How to avoid using scents at home
Use scent-free products when available. LessToxicGuide.ca offers recommendations on personal and baby care products.

Keep your workspace or office well ventilated.

Keep detergents and soaps in sealed containers or a cupboard with a door that completely closes. Make sure the room they are stored in is well ventilated.

Respect the scent-free policies at your work, school, place of worship, gym or recreational centres and any other public areas.

Ask if you can post a "Scent-free building" sign at your work, school and place of worship.

If scent-free policies are not in place, work with your (or your child's) school, workplace, place of worship, or gym to adopt a scent-free or scent-reduced policy. For more information on how to create and implement scent-free policies, visit: "Developing a Scent-free Policy for the Workplace".

If you choose to wear perfumes:
Don’t keep perfumes or scented products in your bedroom. Wear a lighter fragrance (or no fragrance at all), during warm weather. Fragrance intensifies with heat. Make sure you wear a reasonable amount of fragrance. No one more than an arm’s length away from you should be able to smell your fragrance.

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