Safe Reopening on HSR Transit and ATS/DARTS

Text: " We're working around the clock to keep transit safe and strong."

#HamOnt is #ReadytoRide

The 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 listen and follow the advice of our healthcare experts
  2. We require masks on board our buses
  3. We clean our buses frequently and thoroughly
  4. We monitor for crowding and keep you updated through our real-time products
  5. We provide touchless payment options
  6. We keep our staff safe
  7. We protect transit’s future by advocating for our riders through (Re)envision’s Guiding Principles

What to expect when riding with ATS/DARTS
HSR and ATS/DARTS remain committed to the health and safety of our customers, clients and staff. We continue to follow recommendations 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:

Wearing a mask or face covering is required in enclosed public spaces under City of Hamilton By-law 20-55. 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 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 gaping.

Several exemptions have been included in the by-law, since not everyone can participate in wearing a mask or face covering. Some examples of these exemptions include:

  • Children under the age of two
  • A child at least 2 years of age but under the age of 5 who refuses to wear a face covering and cannot be persuaded to do so by their caregiver
  • A person who has an underlying medical condition which inhibits their ability to wear a face covering
  • A person who is unable to place or remove a face covering without assistance
  • A person who is reasonably accommodated by not wearing a face covering in accordance with the Human Rights Code including a person with a disability that makes it difficult to wear or communicate while wearing a face covering
  • A person who states that one of the foregoing exemptions of this by-law applies to them

Customers will not be denied entry or stigmatized if they are unable to wear a mask or face covering due to a listed exemption.

Operators will take reasonable steps to ensure that members of the public do not board the bus without a face covering; however, they do not have the capacity to enforce compliance. To protect yourself and your fellow passengers against the virus, please continue to follow all COVID-19 precautionary measures including masking and physical distancing where possible.

HSR has returned to 100% seated equivalency.
Following public health guidelines, HSR has returned to 100% seated equivalency. Operators will do their best to limit instances of over-crowding by monitoring the number of customers boarding the bus, while safely operating the vehicle, and may skip stops if the bus exceeds capacity. Please continue to maintain physical distance when possible.

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

Reservations may now be made 5 days in advance. When booking reservations, staff will ask clients medical screening questions to determine if the trip can be booked, and drivers will conduct a secondary screening when they arrive to pick up a passenger. 

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.

As more locations begin to re-open, ATS/DARTS will ensure clients can get to their destinations while maintaining physical distance and will continue to regulate vehicle capacities accordingly. 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 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.

HSR and Trans-Cab have resumed fare collection.

Trans-Cab will 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 on their own, they will be asked by the Trans-Cab driver if they will accept additional customers being accommodated in their Trans-Cab.  If they refuse, then a sedan will only transport 1 customer and a minivan will only transport 2 customers.  This may result in additional wait time depending on vehicle availability. 

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

HSR Customers Service at 36 Hunter Street East GO Station has resumed normal business hours: 8:30 am to 4:30 pm Monday to Friday.

HSR Customer Service at the Mountain Transit Centre will remain closed until further notice.

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.