On-Demand Customer Satisfaction survey results

In January 2023, an On-Demand Customer Satisfaction survey was available for customers to provide feedback on the service and their experiences.

As with all pilot projects, the intention is to test a system and implement learnings from feedback and user experience. Strathcona County Transit is grateful for the feedback and patience of our riders as we piloted the new On-Demand technology and program in our community. At an upcoming Council meeting, Administration will be recommending the extension of the pilot until December 2024 to enable improvements to the On-Demand service. 

For the On-Demand survey results, please click here

Please continue to share your feedback. Thank you for riding with us.

Ways to share your feedback:
Send us a County Connect or call our Customer Service team at 780-464-RIDE (7433)

Hours of operation

• Monday to Friday, 7:15 p.m. to 12:15 a.m.
• Saturday, 6:15 a.m. to 12:15 a.m.
• Sunday, 7:15 a.m. to 8:15 p.m.

How to book a trip

You may book your trip up to 48 hours before travel time.
For example: you can book your June 26, 5 p.m. trip on June 24, at 5 p.m.

You can book your trips via:

• On the web (follow this link)
  You will need to create an account to book your trips.
  For best results, use Google Chrome, and ensure you allow whichever browser you use to access your location.
  
  OR
   
• Using the app
  Download from the App Store or from Google Play OR
• Call 780-464-7433 to book your trip.

We've integrated our App with the Transit App

Now when planning your trip from outside Sherwood Park using other transit systems, you can use the Transit App to plan your travel using another transit system, and Strathcona County Transit combined. The Transit App has integrated our SC On-Demand Transit app with theirs to allow you to plan and book your on-demand ride all at the same time! 

Just make sure you have both the Transit App and our SC Transit On-Demand App installed on your mobile device and they will work together to help you seamlessly plan your travels into Sherwood Park.

Learn how to book a trip in this video:

Fares

On-Demand service fares are the same as regular local service. You can use:

• local or commuter bus passes
• local or commuter tickets
• the Arc card
• local one-way cash fare: $3.25
• commuter one-way cash fare is $6.25

Make sure you ask for a transfer if you are travelling to downtown Edmonton.

Payment

You will need to pay when you ride your bus. In-app payment is not available.

Timing your trip

Arrive by

If you need to be somewhere at a specific time, specify “Arrive by” when scheduling your trip. Watch the pick-up time notifications for any changes.

“Leave at” or “leave now”

Use “leave now” or “leave at” when you know the time you want to leave but are flexible with arrival time. With these options, arrival times could change depending on demand.

Pick up time

Depending upon what type of trip you have booked, your bus will arrive differently.

• If you have booked an "Arrive by" trip you can expect your pick-up window to be around 20-25 minutes of your estimated pick-up time, however you will arrive at your destination on time or a few minutes early.
• If you have chosen a "Leave at" time, your bus should arrive to pick you up no later than 10 minutes after the agreed upon pick up time. Your arrival time at the end destination is variable.

We recommend you use the App and watch your pick-up window. If you choose to receive notifications when you book your trip, you will get a message when your bus is about to arrive at your stop. We encourage you to choose this option as well.

Final 411 from the Bethel Transit terminal

To make the final trip from the terminal to your home easier at the end of the night we now have the last 411 to ODT Connection - Bethel pick-up. Instead of showing in the app as On-demand, it will show up as Bethel pick-up. It's a bus dedicated specifically to customers travelling from the terminal out into Sherwood Park.

Strathcona County On-Demand Transit (Bethel Pickup) service is available beginning at 12:05 a.m. to connect riders to On-Demand Transit services after getting off the last inbound 411 of the night.

Travelling to Edmonton

• When booking a trip to catch either the Route 411 or 414 at Bethel to go to Edmonton, book an "Arrive by" trip 10-15 minutes (:00 or :05) prior to your bus departing to ensure you arrive in time to catch the departing bus.

Coming home to Sherwood Park from Edmonton

• When booking your local Sherwood Park trip for the arriving Route 411 or 414 (ten minutes after the hour), we recommend booking your local bus approximately between the :10 and :20 after the hour, using the “Leave At” setting. This allows for traffic delays to make your on-demand connection.
• NEW! Please be advised that if you need to connect to On-Demand transit services after getting off the last inbound 411 of the night and are having trouble booking a ride, the transit team will be available at the Bethel Transit Terminal to assist in getting you an On-Demand bus booked.

Change of plans

You cannot change your existing ride booking. However, you can cancel your ride and book a new one that suits your pick-up location, destination, or time.

Always cancel your trip if you no longer need it. Other people may need that spot.

Frequent riders

Save your favourite destinations to your rider profile (app or website), or or by contacting a Customer Service Representative at 780-464-RIDE (7433).

Subscriptions

If you will be taking the same trip at the same time on a regular basis, you may qualify for a subscription trip. Call Customer Service at 780-464-RIDE (7433) Monday through Friday between 8:30 a.m. and 4:30 p.m.
 
Please consider carefully whether a subscription trip is right for you. If you miss your scheduled trips, your subscription may be cancelled.
 
Subscription trips are also subject to the 20 minute pick-up window. Make sure to enable notifications, so that you are kept up-to-date on when your bus will arrive.

You can avoid peak booking times on Saturdays

Between 9:30 a.m. and 11 a.m. and 1 p.m. and 3:30 p.m. we found are peak booking times. What this means is that riders are having a difficult time finding and booking a trip in a reasonable amount of time. 
What we recommend if you want to travel on Saturdays during these times, please try to booking your trip in advance. Remember - you can book a trip up to 48 hours in advance, so if you can plan your travel during the Saturday peak, please do! It will make your life just a little smoother.  

Booking with the app or website

Find the closest bus stop

Type your desired destination into the app. The App will figure out the closest bus stop, complete with walking directions to the bus stop.

No trip available in the system, what happened?

If the app shows that a trip is not available, first make sure you are trying to book a trip within the hours of the service.
Otherwise, the buses may be busy or temporarily offline. Try booking again in a few minutes or call Customer Service at 780-464-RIDE (7433).

Booking for other people

You may book a trip for other people if you are travelling with them. If they are travelling on their own, they must create their own account to ride.

Tips for booking online

• Always ensure you enable the location on your web browser. You may need to do this from your system preferences, not just the website.
• Use Chrome browser for best results.

While booking your own ride is the best option, Transit staff continue to be here to help. If you are having issues, please call us at 780-464-7433 (RIDE) and we will help you book your trip, and maybe we can help you solve your technical issues too.

Benefits of the new service

On-demand transit is a 100% accessible, smaller scale transit service that will transport up to five passengers headed in the same direction at the same time, but not according to a regular schedule or route.

When you book a trip, your ride will come as soon as possible, and you get there on the most direct route possible!

Evening and weekend service riders:

• Won’t need to wait for a bus to drive past their stop hourly
• Can travel from any bus stop to any bus stop in Sherwood Park. Travel is not attached to routes
• No transfers or unnecessary stops at the terminals
• The bus will only stop if there is someone else scheduled to be picked up, otherwise it is free sailing to your destination
• Costs is exactly the same as all your other local trips

Accessibility features

Buses have ramps and two designated secure mobility device locations. If you need one of these spots, please make sure you note it on your trip request to ensure we have one reserved for you.

Bicycles

Buses have a bike rack. You must be able to place and remove your own bike onto the rack. The Operator is not allowed to get off the bus to help you with this.

Pets

Service animals are always welcome, as required by law.

Small pets in a secure carrier or cage that travels on the owner's lap are allowed on the bus. However, larger carriers that take up a seat or block the aisle, are not allowed.

Common questions

Collection of personal information

Personal information is collected under the authority of section 33(c) of the Freedom of Information and Protection of Privacy Act and will be used in the management and administration of Strathcona County’s On-Demand Transit Pilot Program and for purposes of evaluation of the pilot program. Account and trip information may be migrated to a permanent version of a future On-Demand Transit Program if required. If you have any questions about the collection or use of your personal information, please contact Apollo Figueiredo, Transit Planner at 780-410-6547.