Tell us what you think
During this one-year pilot, HSR will be monitoring key factors and customer feedback to continuously improve the pilot and our service.
We encourage customers to try the new service model and share their feedback by contacting:
Call 905-528-4200 and choose option #2.
HSR My Ride On-Demand Mobile App
Direct trips, quicker journeys & shorter wait times
A personal, flexible service delivery model that provides customers with more direct trips, quicker journeys and shorter wait times.
MyRide on-demand is a “stop-to-stop” service that dynamically adjusts the route as customers request to be picked up, improving your customer experience. Our goal is to make your trip as quick and efficient as possible. You can book your trips in real-time and up to 48-hours in advance using the mobile app or by phone.
Starting September 1, 2024, myRide service hours are increasing. Now you’ll be able to ride from 5 am to 1 am on weekdays and Saturdays, and from 6 am 12 midnight on Sundays. Your evenings and weekends just got better.
Enjoy quicker journeys, shorter wait times, and a bus that takes your route with myRide on-demand transit in Waterdown.
The way you book trips with MyRide is changing - pick-up and drop-off times are now guaranteed.
- Your trip will have a 15-minute window, usually 5 minutes before to 10 minutes after your requested time. If booking by drop-off time, pick-up could be up to 15 minutes earlier.
- During busy periods MyRide will suggest the next scheduled time if your preferred one isn’t available.
Travel times may vary due to shared rides, with delays of up to 10 minutes possible during peak travel times to accommodate all riders. With the new booking system, these delays are already accounted for in your pick-up or drop-off window – no more uncertainty on the way.
For guaranteed arrival times, choose "drop-off by request," which ensures that you’ll arrive up to 15 minutes early.
New myRide stop locations. MyRide is expanding coverage. You can now schedule your trip to and from Hollybush Drive, Skinner Road, and N Waterdown Drive starting September 1, 2024. Download the MyRide app for September 1 to find your new closest stop.
Connect with Route 18 Waterdown Mountaineer seven days a week
Starting September 1, 2024, Sunday and holiday service will also be provided on Route 18 Waterdown Mountaineer. This route connects Waterdown to Aldershot GO and Burlington Transit, with buses arriving at your stop every 30 minutes during operating hours.
Visit hamilton.ca/HSRschedules to get your new schedule online.
The City of Hamilton collects personal information as defined by the Municipal Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c.M.56, as amended, under authority of Section 227 of the Municipal Act, 2001. Any personal information collected regarding your use of the City of Hamilton’s public transit service (HSR) including the HSR myRide mobile app will be used to deliver, monitor and improve the services provided to our customers. By providing your email address, you are consenting to receiving emails from the City of Hamilton and/or their agents/contractors for the purposes of receiving alerts, service adjustment notices, and to providing customer feedback to evaluate the service. Information collected for this initiative may be stored on servers located in Canada and the United States and may be subject to Canadian and/or American laws. Questions about the collection of this personal information can be directed to Manager of Customer Experience, Transit Division (HSR) by phone 905-528-4200, by email [email protected], or by mail 2200 Upper James, Mount Hope, ON, L0R 1W0
Using the mobile app
By phone
To request your trip, please call 905-546-2489. A customer care representative will contact you within one business day, Monday through Friday, between 8 am and 4 pm.
You will need to provide:
- name
- email and/or phone number
- number of passengers
- if any of the passengers will be travelling using a wheeled mobility device (wheelchair or scooter)
Connecting to GO Transit or Burlington Transit
For trips outside the Waterdown Urban Transit Boundary, customers can use third-party trip planning tools like Google Maps, Apple Maps and TransitApp to plan their trips connecting to Burlington Transit or GO Transit.
Customers transferring between the fixed route service and the myRide service area will be able to do so at multiple stops. The eastbound and westbound stops located at Dundas at Main will be designated transfer points. At these points, the bus headed to Aldershot GO will hold for a few minutes to facilitate a seamless connection.
HSR myRide and Route 18 Waterdown Mountaineer
Tips and tricks
- Monday to Friday 5 am to 1 am
- Saturday 5 am to 1 am
- Sunday and Holidays 6 am to 12 midnight
You can book on the day you want to travel. If you prefer to pre-book, you can do so up to 48 hours in advance. There is no limit on the number of trips you can take per day using HSR myRide.
A trip is booked and guaranteed when you receive confirmation from the HSR myRide app, which occurs immediately after selecting the trip, or when confirmed by a Customer Service Representative at the time of booking. The app or Customer Service Representative will not make a booking if a trip is unavailable.
No. Customers must book their trip using the HSR myRide app or by phone during business hours with the Customer Service Representative.
Yes. Trips can be cancelled through the HSR myRide app or by phone. If your plans change, don’t forget to cancel your scheduled trip if you no longer need it.
All HSR buses serving Waterdown are equipped with front ramps and are accessible to customers who use mobility devices such as wheelchairs and scooters. When booking your trip, please select “accessible service” as an option. You may ask the operator to lower the ramp if needed. Priority seating is available for passengers who use wheelchairs, scooters and walkers.
HSR myRide is part of Hamilton’s local transit system with the same fare, transfer, and boarding policies as all HSR services. Visit hamilton.ca/HSRfares for information about fares, incentives, and discount programs, including Fare Assist.
Customers can download the HSR myRide app onto their Android or iOS devices, such as a smartphone or tablet. If you do not have a mobile device or prefer to book by phone, customers may contact an HSR Customer Service Representative for assistance booking their trip. To do so, please call 905-528-4200 between 5 am and 7 pm Monday through Friday, and between 8:30 am. and 7 pm on Saturdays.
The app will receive your trip details at the time of booking. Customers will not be required to show proof of booking when boarding the bus. They will simply board the bus and pay their fare using their preferred HSR payment option.
The on-demand service will factor in the arrival time of all customers at their destination and will adjust the route as more customers request to be picked up. If a new trip is requested, the app will decide if the existing trip can be diverted to pick up additional customers without causing delays for current passengers.
Yes. Customers can book a new ride using the HSR myRide app or by calling 905-528-4200.
HSR recommends that you give yourself at least 10 minutes of extra time to make your connection to or from Burlington Transit or GO Transit. Connections between HSR and Burlington Transit can be made at any shared bus stop or at Aldershot GO.
Yes. HSR vehicles are equipped with bike racks on the front bumper. Learn more about HSR’s Bikes on Buses Program.
Cyclists may continue to ride the bus up and down the escarpment for free as part of the Mountain Climber Program.
Yes. There are no changes to how transfers are handled. Current HSR fare payment and transfer rules will apply.
If you are connecting to Route 18 Waterdown Mountaineer, choose a “drop-off-by” request when booking your myRide trip. The system will guarantee arrival at your selected transfer point at the time of booking.
The myRide app will coordinate the trip planning process and transfers between myRide and Route 18 Waterdown Mountaineer.
It is preferred that myRide trips are booked through the App. The walk-on customer process will not change.
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