Thunder Bay transit reliability under scrutiny as city reviews bus network
The city is reviewing its bus network as complaints persist about service cancellations and buses passing stops.
THUNDER BAY · Thunder Bay's transit system delivered about 96 percent of its scheduled trips last year, falling short of its 99 percent target. Transit Services Manager Brad Loroff provided the figure to council earlier this year. The city is now undertaking a broad Transit Service Optimization Review, with recommendations expected by late 2026. This comes amid ongoing rider complaints about buses passing stops and service cancellations, many of which are aired on social media.
Council recently rejected a proposal to reduce some summer bus frequencies to match available staffing levels. Supporters argued a predictable schedule was better than unexpected cancellations, but opponents said it did not solve underlying staffing issues. The concerns highlight a need for updated performance figures rather than a debate based on last winter's staffing projections. Voters are assessing municipal leadership on the issue of transit reliability, which can affect people's ability to get to work or appointments.
A stronger reporting system is needed to show whether service improvements are working. Council should request monthly reports that are easy for residents to understand. These reports should detail the different ways service can fail and include total scheduled service hours. This would prevent a cancellation rate from appearing to improve simply because fewer trips are scheduled.
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Addressing staffing shortages requires more than just hiring new drivers. A recovery plan must look at recruitment timelines, training capacity, certification delays, and turnover rates. Management and employee representatives should identify which problems can be fixed quickly and which need more funding or bargaining. Council should also be told how many operators are available for work, how many are in training, and when those trainees will be ready to drive alone.
When a bus passes a waiting passenger, there can be several reasons. The bus might be full, out of service, on a detour, or serving a different route. Operator error is another possibility. The city's complaint process should collect details like the date, time, route, and vehicle number so staff can check against location records and dispatch logs.
If a full bus consistently leaves people behind, the solution is to address capacity. If a stop has been moved, signage and trip-planning tools need updating. If an operator wrongly bypasses a passenger, management must address the conduct. Thunder Bay already takes feedback through an online form and a customer service phone line at 807-684-3744.
The city directs riders to the Transit app and NextLift for real-time information. A key improvement would be tracking how quickly a cancellation logged by dispatch appears in these passenger systems. Apps and displays must clearly show if an arrival time is a schedule or a live prediction, and cancelled trips should be unmistakable. Notices also need to reach people without smartphones via phone service, terminal displays, and posted signs at stops.
The ongoing transit review, led by Via Strategies, covers 20 fixed routes, Lift+ specialized transit, and potential on-demand services. Its final report should outline costs, staffing needs, and implementation dates. Council should see options for what can be done with current resources and what additional funding could achieve. Problems like unclear cancellation notices should not wait for the full review to conclude.
Separately, the city is reviewing bus-stop spacing to reduce travel time and improve reliability. Officials note that accessibility and safety are important considerations in any changes. Any proposal to remove a stop must evaluate the increased walking distance, safe crossing points, winter maintenance, and access for people with disabilities. The city also plans a phased introduction of on-demand transit between 2026 and 2028. This system would be bookable by app, online, or phone to connect passengers within zones or to regular bus routes. Before expanding it, council should examine wait times, cost per passenger, accessible vehicle availability, and connection reliability.
With files from NetNewsLedger