Accessible Transit

ATS-DARTS No-Show and Cancellation Policy

Beginning September 6, 2020, HSR will return to weekday service at a summer level on most routes. View our Schedule and timetables

Have a question about HSR's response to COVID-19? Visit our FAQ for Transit Customers.

To help reduce the spread of COVID-19, customers are required to wear a non-medical mask on public transit. This extra step can help protect others in spaces where physical distancing can be hard to maintain.

The Customer Service counter at 36 Hunter Street Go Station (ONLY) has resumed normal business hours: 8:30 am to 4:30 pm Monday to Friday for customers to renew monthly passes, purchase and reload PRESTO cards and to purchase tickets. Our Customer Service Desk at Mountain Transit Centre (2200 Upper James St.) will remain closed to the public until further notice.

HSR has resumed fare collection and front-door boarding for customers. Operator compartment bio-shields have been installed as an additional measure to protect operators and customers.


The City of Hamilton has a policy (PDF, 1.3 MB) in place to avoid recurring cancellations or when clients do not show up at the agreed pick up location and time.

Each month, ATS reviews passenger records and issues an advisory letter to those who have had:

  • more than three no shows; or
  • more than six late cancellations; or
  • more than seven combined no shows and late cancellations; or
  • 25% cancellation rate, with at least 10 cancellations in the month.

Your advisory letter details the specific policy actions, as well as the appeal process. In all cases of an appeal, circumstances will be reviewed with the passenger to ensure that legitimate reasons for no shows and late cancellations are considered.

Users who continue to violate the policy within the next 12 months may be suspended from the program.  

To avoid exceeding limits under the ATS-DARTS No-Show and Cancellation Policy:

  • Advance cancellations must be made by 4:30 pm the day before service by calling DARTS at 905-529-1717
  • If you don’t need a ride, cancel it as early as possible. You can cancel your rides up to 14 days in advance. 
  • Cancel your subscription trips if you are not regularly using them. You may place your subscription rides on hold for up to six weeks.