How-tos & FAQs

How-tos

1. Bike 'n' Bus

Frequently Asked Questions

Fares - PRESTO

Visit our PRESTO page for PRESTO FAQs

Fares - Students

1. Can university and college students buy YRT/Viva student fares?

2. Does a child over 13, but still attending elementary school, still qualify for YRT / Viva Child fares?

Integration with other services - GO Transit

1. Does YRT / Viva have any discounts for GO Transit riders?

Integration with other services - Brampton

1. Will Brampton Transit fare media be accepted when boarding YRT Route 77 at Finch GO Bus Terminal?

2. Can I use YRT/Viva fare media when boarding any Züm service between Highway 50 and York University?

3. Where are Brampton Transit transfers accepted in York Region?

4. What is my fare if I'm boarding Züm in York Region?

5. Do I need a Brampton Transit transfer if I have a monthly pass?

Have a question that isn't answered here? Send an email to transitinfo@york.ca

General

1. Can I bring my pet on a YRT/Viva vehicle?

Guide dogs accompanying visually or hearing impaired passengers are welcomed on YRT/Viva.

You may also bring dogs on leashes and small non-exotic pets on-board outside of rush hours, at the discretion of the vehicle operator. Rush hours are 6:30 a.m. to 9:30 a.m. and 3:30 p.m. to 6:30 p.m. Monday to Friday inclusive. Pets may not be allowed on-board during an emergency or at any other time that vehicles are heavily loaded.

Attention pit bull owners

Pursuant to the Dog Owner's Liability Act, RSO 1990, c. D. 16, Ontario Regulation 157/05 Pit Bull Controls:

Control of pit bulls
1. (1) Subject to subsections (2) and (3), an owner of a restricted pit bull shall ensure that the pit bull is at all times equipped with a muzzle and secured by a leash in accordance with subsection (5). O. Reg. 157/05, s. 1 (1).

(2) Subsection (1) does not apply when a pit bull is within enclosed property occupied by the owner of the pit bull. O. Reg. 157/05, s. 1 (2).

(3) When a pit bull is within enclosed property occupied by a person who consents to the pit bull being off leash or off muzzle, subsection (1) does not apply to the extent of that consent. O. Reg. 157/05, s. 1 (3).

(4) For the purposes of subsections (2) and (3), a pit bull is within enclosed property when the property is enclosed in a way that can be relied on to prevent the pit bull from breaking out of the property. O. Reg. 157/05, s. 1 (4).

(5) For the purposes of subsection (1), a pit bull shall be equipped with a muzzle and secured by a leash in accordance with the following rules:
1. The pit bull shall be fitted with a collar or harness that is properly fitted to and placed on the dog.
2. The movement of the pit bull shall be controlled by a person by means of a leash attached to the collar or harness on the pit bull.
3. The leash is not more than 1.8 metres in length and is attached to the collar or harness.
4. The collar or harness, the leash and the attachment between the leash and the collar or harness are all strong enough to prevent the pit bull from breaking any of them.
5. The mouth of the pit bull is covered by a muzzle that is humane and that is strong enough and well-fitted enough to prevent the pit bull from biting, without interfering with the breathing, panting or vision of the pit bull or with the pit bull's ability to drink. O. Reg. 157/05, s. 1 (5).

(6) Every owner of a pit bull shall ensure that the requirements of this section are complied with on and after the day that is 60 days after the day on which this Regulation comes into force. O. Reg. 157/05, s. 1 (6).

2. Can I bring my bike or other large items on a YRT/Viva vehicle?

YRT vehicles have bicycle racks on the front of them. Each rack holds up to two bikes and is designed for easy loading and unloading. YRT bike racks are part of YRT's Bike 'n' Bus program.

You can also lock up your bike at one of over 150 YRT/Viva bicycle racks at more than 65 locations across York Region. For a list of YRT/Viva bike rack locations, please click here.

Bicycles, skis, toboggans or other large items that might bother or jeopardize the safety of passengers are not allowed on-board during rush hours and is at the discretion of the vehicle operator. Rush hours are 6:30 a.m. to 9:30 a.m. and 3:30 p.m. to 6:30 p.m. Monday to Friday. These items may not be allowed on-board during an emergency or at any other time that vehicles are heavily loaded.

3. Can I bring my stroller on a YRT/Viva vehicle?

Strollers are allowed on vehicles at the discretion of the vehicle operator, but the stroller must be folded if it will interfere with standing passengers or the safe movement of passengers. If you want to leave your child in the stroller, or if the stroller cannot be folded, you may be asked to wait for the next vehicle that has more room.

4. Is it okay to rollerskate, in-line skate or skateboard on the YRT/Viva system?

For safety reasons, you cannot rollerskate, in-line skate, or skateboard on any YRT/Viva property, including vehicles, stations, terminals and parking lots. Please carry these items with you.

5. Do YRT/Viva vehicles have air-conditioning?

Yes, all vehicles in the YRT / Viva fleet have air conditioning.

6. How does YRT/Viva handle lost and found items?

If you've lost a personal item while travelling our system, call the appropriate YRT/Viva contracted operator (listed below) to see if it's been found. Any details you can provide about the bus you were taking (e.g. route number, time and direction of travel) will help us in locating your item.

Miller Transit	905-475-1367 ext. 5503 Hours: 8 a.m. to 4 p.m.	Markham, Richmond Hill
TOK Transit	905-853-6565 ext. 238 Hours: 8:30 a.m. to 4 p.m.	Newmarket, Aurora
Veolia Transportation	905-660-0888 ext. 301 Hours: 8:30 a.m. to 4:30 p.m.	Vaughan
York BRT Services (Viva)	905-760-2223 ext. 224 Hours: 8:30 a.m. to 4:30 p.m.	Vaughan, Markham, Richmond Hill, Aurora, Newmarket
TTC	416-393-4100 Hours: 12 p.m. to 5 p.m.	TTC routes operating in York Region

Items such as wallets, identification with personal information, medications and electronics will be sent from our contractors to YRT/Viva Transit Enforcement for safekeeping. Call our Contact Centre and speak to a Customer Service Representative if you have lost one of these items or have been told by the contractor that your item has been sent to YRT/Viva.

As per Regional policy, YRT/Viva assumes legal ownership of any unclaimed items on the 31st day following registration of the article, including currency.

7. Can I wait for my vehicle inside the shelter?

Yes. Drivers will service all stops assigned to their route where customers are present. This includes customers waiting in shelters, utilizing street furniture or in the general proximity of the stop. Customers are requested to indicate their intentions to the driver while the bus is approaching the stop; however, this is not mandatory.

8. Can I board a YRT/Viva vehicle south of Steeles Avenue?

Boarding a YRT/Viva vehicle south of Steeles Avenue depends on your direction of travel.

Travelling northbound: You may only board a YRT/Viva vehicle at a designated stop located on or south of Steeles Avenue if you are travelling north into York Region (this includes flag stops for YRT buses - see question #9). Please note that northbound YRT/Viva vehicles will only drop off passengers north of Steeles Avenue.

Travelling southbound: Passengers on southbound YRT/Viva vehicles may be dropped off at designated stops located on or south of Steeles Avenue. Please note that southbound YRT/Viva vehicles will not pick up passengers south of Steeles Avenue. Passengers travelling within the City of Toronto must use TTC services.

9. What is a "Flag Stop?"

Flag stops are stops on or south of Steeles Avenue that have a YRT decal (that says 'Flag Stop') on the existing TTC pole or sign. If you'd like to board a YRT vehicle at one of these stops, you must flag the vehicle, allowing the driver enough time to stop safely. Please note that Viva vehicles only stop at vivastations and cannot be "flagged" the way YRT vehicles can.

10. Can I board or get off a YRT/Viva vehicle between stops? What is Request Stop?

In order to keep YRT / Viva services on schedule, you can only get on and off vehicles at designated stops. After 9 p.m., YRT offers Request Stop, a program that allows you to get off the bus between stops if the driver can stop safely. Please note that Request Stop is not available on Viva. Find out more about Request Stop.

11. What is Yield to Bus?

Yield to Bus is a new provincial law put in place to improve traffic flow. The new law requires drivers to yield the right-of-way to buses leaving bus bays to merge with traffic. Find out more about Yield to Bus.

12. I operate a retail business and want to sell YRT / Viva tickets and passes.

For information on selling YRT/Viva fare media, please click here.

13. Where can I get information on employment opportunities for York Region Transit?

You can call our Human Resources Department at 905-895-1231 ext. 5506, or email them at yrkhr@york.ca. Job postings are also listed at http://works.workopolis.com/customers/york/

For YRT bus operator opportunities, recruitment is handled by the following contractors (listed along with their service areas):

Miller Transit	905-475-1367 or 905-475-3757 millergroup.ca	Markham, Richmond Hill and parts of Vaughan
Veolia Transportation	905-760-2223 http://www.veoliatransportation.com/careers	Vaughan and King
TOK Transit Limited	905-853-6565	Newmarket

Miller Transit

905-475-1367 or 905-475-3757

millergroup.ca

Markham, Richmond Hill and parts of Vaughan

Veolia Transportation

905-760-2223
http://www.veoliatransportation.com/careers

Vaughan and King

TOK Transit Limited

905-853-6565

Newmarket

For Viva vehicle operator opportunities, recruitment is handled by Veolia Canada:

York BRT	905-760-2223 http://www.veoliatransportation.com/careers

York BRT

905-760-2223
http://www.veoliatransportation.com/careers

For Mobility Plus vehicle operator opportunities, recruitment is handled by the following contractors (along with service vehicle types):

Royal Taxi	905-895-0455	Sedans and vans
Mobility Transportation Specialists (MTS)	705-437-3817	Sedans and vans
Care Accessible	416-438-5100	Vans
Can Ar	905-738-2290	Buses

14. What is your policy for personal and commercial filming/photography?

For personal use: Passengers are permitted to take photos or use recording devices for personal use provided the photos do not contain clear facial shots, flashes are not directed at vehicles in operation and there is no interference with the safe movement of both vehicle and pedestrian flow. Please note that any person taking photos of and/or filming transit infrastructure may be investigated by a proper authority, which includes transit special constables, local police, transit employees or contractors, to determine the intent and purpose of the photography/filming.

For commercial use: Photography and/or filming for commercial use on YRT/Viva transit vehicles and property is only permitted with written approval from YRT/Viva and/or The Regional Municipality of York. To obtain our complete commercial use policy and for details on how to make a request for commercial filming/photography on YRT/Viva properties, email transitinfo@york.ca or call our Contact Centre at 1-866-MOVE-YRT (668-3978).

15. Does YRT/Viva have a Customer Code of Conduct?

Yes. Click here to download the YRT/Viva Customer Code of Conduct (PDF).

Accessibility

1. Are YRT/Viva vehicles accessible to people using mobility aids?

Yes, all vehicles in the YRT/Viva fleet are wheelchair-accessible.

2. Can I ride YRT/Viva for free if I am visually impaired?

Yes, with appropriate identification, members of the Canadian National Institute for the Blind (CNIB) or any other organization operating within York Region dealing with persons with visual impairments can travel free of charge on conventional YRT / Viva transit services, including TTC routes north of Steeles Avenue and Brampton Transit routes operating within York Region.

3. Why are there both Priority seating and Courtesy seating areas on a bus?

The Priority seating area is a regulatory requirement under the Accessibility for Ontarians with Disabilities Act. The Courtesy seating area is provided in addition to the Priority seating area for customers who may benefit from a seat, but do not have a disability. Visit our Priority and Courtesy seating page for more information.

4. I am a person with a disability. What do I do if the Priority seating area is full when I board the bus?

Politely remind the customers seated in the Priority seating area of its intended use and ask that they make room for you.

5. What do I do if the customers seated in the Priority seating area refuse to move for me?

Please remember that customers in the Priority seating area may have a disability that is not easily recognized by others and they may not be comfortable discussing it in public. If the customers in the Priority seating area do not move when requested, proceed to the Courtesy seating area to find a seat.

6. The Priority seating decal states that other customers MUST vacate for a passenger with a disability. If someone refuses to move for a customer with a disability, who will make them obey the sign?

The wording on the decal is a legal requirement under Regulation 191-11 but the Regulation does not provide any reference to enforcement.

Given the vast number and varying degree of disabilities, many of which are invisible, it would be extremely difficult for a third party to determine who is more entitled to the Priority seating area. As such, we expect customers to do the right thing.

7. Can I ask the vehicle operator to force passengers to vacate a seat for me?

Vehicle drivers/operators will not intervene in a dispute between passengers regarding a seat.

8. I am a person with a disability. When I board a bus that is full and people are both seated and standing in the Priority seating area, do other customers need to vacate the bus to make room for me in the Priority seating area?

No. Public transit is first-come, first-served. Other customers who have paid a fare are not expected to vacate the bus to make room for other customers.

If you are not comfortable completing your trip without a seat, please wait for the next bus.

9. I am a person with a disability. What do I do if there is a mechanical breakdown while I am on-board?

Vehicle drivers/operators will advise you of the problem. Arrangements will be made for a replacement vehicle to be sent if the next scheduled bus is more than 30 minutes behind. If travelling using mobility equipment, appropriate measures will be taken to allow you to transfer to the replacement vehicle safely.

10. What do I do if there is an emergency on-board the vehicle and customers need to be evacuated?

The vehicle operator is the person in control. They will contact the YRT/Viva control centre to request emergency assistance, evaluate the situation and decide the order of evacuation. Evacuation from the bus will be required when circumstances make it unsafe for customers to remain on the vehicle. You will be kept informed throughout the process.

Customers who are in the most immediate danger will be evacuated first. Ambulatory customers will be directed off the vehicle to a safe location. Customers with visual impairments will be paired with someone who is sighted if necessary. Where practical, customers using mobility devices will be evacuated through the main doors using the ramp. If necessary, customers may be separated from their mobility device to allow for safe evacuation.

11. I am a person with a disability. What do I do if there is a medical emergency while I am on-board?

The vehicle driver/operator will assess the situation and contact the YRT/Viva control centre to request emergency assistance. If it becomes necessary for the bus to be taken out of service, an appropriate replacement vehicle will be sent to accommodate customers.

12. I am a person travelling with a mobility device or mobility aid and the ramp loses power. How will I be able to get on/off the vehicle?

All YRT/Viva operators are trained on how to manually deploy the ramp to accommodate customers using mobility devices/aids.

13. What do I do if the bus is required to detour from its regular routing?

There may be times where service is disrupted and the vehicle driver/operator is required to detour from regular routing. The operator will advise customers of the detour at the time of boarding. Stop locations will be made at a mutually agreeable location along the detour route.

Planned service disruptions will be available on the YRT/Viva website at yrt.ca or through the YRT/Viva Information Line at 1-866-668-3978 (MOVE-YRT).

Accessibility for mobility customers is taken into consideration when detours occur.

Business with YRT/Viva

1. How can I get information about advertising on YRT / Viva buses, bus shelters and benches?

See our Business with YRT/Viva page.

2. Can I charter a YRT / Viva vehicle?

Yes, YRT / Viva vehicles can be chartered. For more information, please download, complete and fax or mail our Customer Charter Request Form (PDF).

Schedules

1. How can I get schedule / real-time arrival information by email, web or phone?

Try RideNow, a convenient real-time tool for YRT/Viva riders on the move.

RideNow real-time schedules can be retrieved by entering or selecting your four-digit bus stop number through the Schedule Finder or RideNow pages.

For an email update, email your four-digit bus stop number in the subject line to ridenow@york.ca and the next arrival times will be sent your way. For information by phone, call 1-866-MOVE-YRT (668-3978) and enter your four-digit bus stop number to hear real-time information for the next few buses at your stop.

Facilities/Maintenance

1. Who do I contact regarding installation of a bus stop?

You may call our office at 1-866-MOVE YRT (668-3978) to make a request. Or e-mail us at transitinfo@york.ca.

2. Who do I contact regarding shelter maintenance, litter or snow removal?

Please call our office at 1-866-MOVE YRT (668-3978) to speak with a Customer Service Representative. Or e-mail us at transitinfo@york.ca.

Fares - General

1. Do I need to validate my ticket to ride Viva?

Yes. If you have purchased a set of 10 tickets, you must validate your ticket at a vivaNow machine located at all vivastations and terminals. If you have purchased a single ride ticket from a oneRide machine, are using a monthly pass, GTA weekly pass or valid transfer, you do not need to validate your fare.

2. What happens if I don't validate my ticket?

YRT/Viva Transit Enforcement staff make random on-bus checks across the transit system to ensure correct use of tickets, transfers and passes. Customers without valid fares may be subject to a warning, $155 fine or criminal charge. Don't forget to validate!

3. What happens if my two-hour ticket expires while I'm still on the bus?

Your validated ticket or transfer indicates the time your trip expires.You have up to two hours to travel, but you must complete your entire trip and exit the bus before your ticket or transfer expires. If your time expires while you are still travelling, you could be subject to a fine. Plan your travel time carefully! YRT/Viva cannot revoke a fine once it has been issued. Make sure you always have a valid ticket or pass while travelling on YRT/Viva.

4. I received a fine on YRT/Viva because I didn't have a valid fare. Now what?

You have three options to pursue within 15 days of receiving your fine:

Plead guilty and pay the fine by attending the court shown on your ticket, mailing in your payment or visiting http://www.paytickets.ca/
Choose the Early Resolution process and meet with a Prosecutor. See the back of your offense notice for details. (By choosing this option, you do not forego your right to a trial.)
Plead not guilty and request a trial by attending the court shown on your ticket

5. How can YRT/Viva Transit Enforcement tell where my ticket has been validated?

Each vivaNow validator prints a unique code number on your ticket. This code shows the location of the vivastation where you validated. Always remember to validate your ticket prior to boarding Viva and keep it with you at all times as proof-of-payment.

6. How do I validate/purchase my ticket when the VivaNow / fare machine is out of service?

If a oneRide or multiRide fare machine, or VivaNow validating machine is out of service, inform the driver and/or call YRT/Viva Customer Service at 1 866 MOVE-YRT (668-3978). Select option #4 to speak with a Customer Service Representative when calling Monday to Friday, 7:00am to 7:00pm or on Weekends/Holidays from 8:30am to 4:30pm. When calling after hours, select option #6 to reach our Transit Enforcement Dispatch office.

You may board Viva without a validated ticket but are requested to purchase or validate your ticket once you exit the bus at your destination. Do not hop off Viva to purchase or validate your fare during your trip as the driver will not wait for you.

YRT/Viva's control centre and Transit Fare Enforcement Officers are immediately notified of any malfunctioning machines. If you are approached by an Officer while on the bus, he or she will be able to confirm if the machine at your boarding location was not operating correctly and will ask you to purchase or validate your ticket upon exiting the bus.

7. When is next month's YRT / Viva Monthly Pass available for purchase at fare machines?

Next month's Monthly Pass is available for purchase at multiRide fare machines on the 18th of each month.

8. What is the difference between a oneRide and multiRide fare machine?

oneRide machines are located at vivastations and at some YRT/Viva terminals. Fares sold at oneRide machines are meant for immediate travel and expire two hours after purchase:

oneRide 1 Zone and 2 Zone
Zone Upgrade
Ride to GO

oneRide machines accept credit card and cash payments. Cash payments must be exact change as oneRide machines do not provide change. See our Prices page for current fare prices.

multiRide machines are located at YRT/Viva terminals. multiRide machines sell the following fares:

Adult 10 tickets 1 Zone and 2 Zone
Student 10 tickets 1 Zone and 2 Zone
Senior/Child 10 tickets 1 Zone and 2 Zone
Monthly Pass 1 Zone and 2 Zone
oneRide 1 Zone and 2 Zone (for immediate travel; expires two hours after purchase)
Zone Upgrade (for immediate travel; expires two hours after purchase)
Ride to GO (for immediate travel; expires two hours after purchase)

multiRide machines accept debit card and cash payments--they do not accept credit cards. If paying cash, multiRide machines are able to provide change. See our Prices page for current fare prices.

9. When is next week's GTA Weekly Pass available for purchase?

Next week's GTA Weekly Pass is available for purchase by the Thursday of the preceding week.

10. Can I get a refund on YRT / Viva tickets or passes?

We do not provide refunds on tickets or passes, but you may exchange tickets in person at YRT / Viva's office (50 High Tech Road, 5th Floor, Richmond Hill, L4B 4N7) or by regular mail. Office hours are 8:30 a.m. to 4:30 p.m., Monday to Friday. Please note that the value of exchanged tickets or passes will be pro-rated.

11. When I ride YRT Express services, how much extra do I have to pay if I am using a regular ticket?

You will have to deposit an extra 50 cents with your YRT/Viva ticket, or show your pass, transfer or GTA Weekly Pass when you deposit the extra 50 cents. The 50-cent Express supplement also applies to customers using an Express route for local short trips.

12. How do I find out more about Transit Enforcement, Fines and bylaws?

Visit the Transit Enforcement page.

13. Can I still use YRT/Viva tickets purchased in 2012?

Yes, you may continue to use 2012 YRT/Viva tickets in 2013.

Fares - Students

1. Can university and college students buy YRT/Viva student fares?

Only full-time high school students with valid student ID are eligible for YRT/Viva student fares. College and university students can take advantage of adult discounted sets of 10 tickets or monthly passes.

2. Does a child over 13, but still attending elementary school, still qualify for YRT/Viva Child fares?

Children 13 and over still attending elementary school no longer qualify for YRT/Viva Child fares; however, a letter from the elementary school principal confirming attendance at the school can be presented in-person at YRT/Viva's head office where a student photo ID card will be produced for the child. This student photo ID card will allow for YRT/Viva High School Student fares. Photo IDs are produced by appointment only; please call 905-762-1282 ext. 5600 to book an appointment

Integration with other services

GO Transit

1. Does YRT/Viva have any discounts for GO Transit riders?

Yes, for only 75 cents you may take one of our YRT GO Shuttle services to most GO Train Stations in York Region. You can also take any local YRT/Viva route that connects at a GO Train Station for 75 cents. You can connect to GO Trains, Train-Bus services and GO Express services at most GO Train Stations. Learn more about YRT/Viva connecting services.

Brampton

1. Will Brampton Transit fare media be accepted when boarding YRT Route 77 at Finch GO Bus Terminal?

No, only YRT/Viva fare media is accepted on Route 77 at Finch GO Bus Terminal.

2. Can I use YRT/Viva fare media when boarding any Züm service between Highway 50 and York University?

Yes, YRT/Viva tickets, passes and transfers will be accepted.

3. Where are Brampton Transit transfers accepted in York Region?

Brampton Transit transfers are accepted at transfer points along Highway 7 in Vaughan, between Highway 50 and Interchange Way and at York University. Brampton Transit transfers are accepted on YRT/Viva and TTC.

4. What is my fare if I'm boarding Züm in York Region?

All YRT/Viva fare media or cash fare is accepted if boarding Züm within York Region east of Highway 50. There is a fare box on all Züm buses.

5. Do I need a Brampton Transit transfer if I have a monthly pass?

Yes, all passengers must ask for a transfer.

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