HSR is keeping you safe on transit during COVID-19

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HSR is working around the clock to keep transit safe and strong. Here is our 7-point plan to keep you safe while using our service:

1 - We continue to follow public health guidelines and advice

HSR and ATS/DARTS remain committed to the health and safety of our customers and staff. We continue to follow public health guidance from the Provincial Medical Officer of Health, City of Hamilton Public Health and the Emergency Operations Centre.

To protect yourself and your fellow passengers, remember to:

  • stay home if you’re feeling sick,
  • maintain physical distance (i.e. 2m/6ft) from others where possible,
  • wear a mask,
  • wash your hands frequently with soap and water, or use hand sanitizer, and
  • cover coughs or sneezes with your sleeve or a tissue.

For the latest public health measures and advice please visit:

2 - We require masks on board our buses

Wearing a mask or face covering is required in enclosed public spaces under City of Hamilton By-law 20-155. In addition to Hamilton’s face covering by-law, the Re-opening Ontario Act, 2020 also requires you to wear a face covering or mask in public indoor and some outdoor spaces or whenever physical distancing is a challenge, such as when using transit.

The mask or face covering should cover your nose, mouth and chin, without gaps.

3 - We clean our buses frequently and thoroughly

HSR has added additional cleaning measures to our regular cleaning routine. All high-touch surfaces on HSR vehicles are sanitized nightly with disinfecting wipes. Buses receive a full interior clean and antimicrobial fogging twice a month.

4 - We monitor for crowding and keep you updated through our real-time products

Following public health guidelines, HSR has returned to 100% capacity. Our operations team is constantly monitoring for crowding and adjusting service levels in real-time to minimize impacts when available to do so.

Travelling on an alternative route may help you avoid a crowded bus. Our suite of HSRnow products provide real-time, 24/7 access to service information that can help you plan your trip.

5 - We provide touchless payment options

Tap and go for a touchless and convenient payment option!

Use PRESTO to take advantage of our new customer fare incentives beginning November 1.

  • Earn free fare after 8 rides per week with HSR’s enhanced loyalty program until December 31, 2022.
  • Children aged 6 to 12 ride free with a PRESTO card until April 30, 2023.
  • Try our new myRide on-demand service in Waterdown. Customers ride free on weekdays from 5 am to 10 am with a PRESTO card in November and December.

PRESTO E-Tickets now available
PRESTO E-Tickets are a new, convenient and touchless way to pay your fare. PRESTO E-Tickets can be purchased, activated and displayed for payment using your smartphone.

6 - We keep our staff safe

The health and safety of our customers and staff is our top priority. To reduce the risk of transmission of COVID-19, HSR has numerous health and safety measures in place including daily health screening, masking, physical distancing and enhanced cleaning. 

7 - We protect transit’s future by advocating for our riders through (Re)envision’s Guiding Principles

HSR’s Guiding Principles were informed by feedback from almost 12,000 interactions with customers, residents and stakeholders. These principles are the foundation for future action plans such as new service features, a reconfigured network and routes that will be implemented over time, as well as customer experience improvements.

DARTS reservationists are using COVID screening questions approved for use by City of Hamilton Public Health at time of booking to screen clients who are travelling to critical medical care to determine if an isolation vehicle is needed. All clients will be screened by their driver when their driver arrives. Please ensure that there is someone able to answer screening questions on a client’s behalf if they are unable to answer screening questions themselves.

Under City of Hamilton By-law 20-155, masks or face coverings are required on DARTS, with some exemptions. Clients will not be denied a trip if they are unable to wear a mask or face covering due to a listed exemption.

Clients who live in the same household can travel together. As the City continues to gradually lift public health measures, DARTS will begin to increase vehicle capacity. We will continue to adhere to all the necessary and applicable public health guidelines to ensure the safety of our customers and staff. Even though vehicles are still carrying fewer passengers than usual, clients may be travelling with other passengers on board.

DARTS has implemented additional measures to keep you safe, including enhanced cleaning protocols and providing drivers with additional sanitizing products and personal protective equipment (PPE).

DARTS also has an existing PPE policy for drivers to follow that includes cleaning and sanitization protocols on board.

HSR Customer Service at 36 Hunter Street is open for customers to purchase their Taxi Scrip allotment and for accessible transportation application pick up and drop off. However, HSR Customer Service at the Mountain Transit Centre (2200 Upper James) remains closed until further notice. As of July 19, Taxi Scrips can also be purchased at Municipal Service Centres.

Taxi Scrip clients who are not DARTS clients must apply for accessible transportation services and found eligible in order to use DARTS.

New applications for DARTS service can be emailed to [email protected], faxed to 905-679-7305, or mailed to ATS, P.O. Box 340 Mount Hope, Ontario L0R 1W0.

Trans-Cab has resumed standard operating procedures, with the following exceptions:

Trans-Cab will allow family groups, and workers employed at the same workplace, to ride together in a Trans-Cab sedan or minivan, so long as vehicle capacity is not exceeded.

For Trans-Cab customers travelling alone, the Trans-Cab driver will ask them if they will accept additional customers in their Trans-Cab. If they refuse, a sedan will transport 1 customer and a minivan will transport 2 customers per ride. This may result in additional wait time depending on vehicle availability.

Customers are required to wear a non-medical mask while using Trans-Cab.

To contact a Customer Service representative, please call 905-527-4441 or email [email protected]. (Monday to Friday 8 am to 4 pm).

HSR lost and found is open at reduced capacity. Clients can call to check on lost items between 8:30 am and 4:30 pm at 905-546-2424 ext. 1882. Due to COVID-19, pick-up times for items may be delayed.

Feedback and Commendations
We’d love to hear about your great experience using transit or ways we can do better. To share your feedback email [email protected] with the date, time, location/direction, route# and we’ll be sure to pass on the message!