Travel advisory for Ontario

Travel advisory for Ontario

Please check in with Ontario Northland Customer Care to confirm if your scheduled trip is operating by calling 1-800-461-8558.

For further details on weather alerts, please visit https://meteo.gc.ca/index_e.html

STORM WARNING

Ontario Northland understands the importance and responsibility of getting our passengers and parcels to their desired locations on time without compromising safety. At Ontario Northland, we take pride in making every effort to ensure that our service will run every day as scheduled.

Ontario Northland is constantly monitoring road and weather conditions. This may lead to Storm Warnings being issued, affecting certain routes. When a storm warning is issued, current and/or imminent weather conditions may cause hazardous travel conditions resulting in the possibility of any of the following scenarios:

  • Ontario Northland service will be delayed
  • The service will be interrupted enroute
  • Ontario Northland service will be cancelled

If your schedule allows, we suggest that you postpone your trip until a later time when the warning is lifted. During a Storm Warning, Ontario Northland will rebook your ticket to a later date at no charge. Passengers scheduled to travel on a route that is cancelled due to a Storm Warning (Travel Advisory) will be entitled to a refund. If your route is not under a Storm Warning, standard transaction fees will apply for eligible tickets.

If a passenger decides to travel under a Storm Warning, Ontario Northland will not accept responsibility for any additional costs incurred due to service delays, interruptions, or cancellations. Please ensure that you have planned by taking the following action:

  • Notify anyone who will be picking you up, that delays may occur
  • Ensure that you have additional cash or a debit/credit card to cover any additional needs which may arise

If you decide to leave now, you accept responsibility for any additional expenses that may occur as a result of a delay or interruption of service, as well as any other possible inconvenience. This may include an overnight stay at a hotel.

Please note that unaccompanied children cannot travel when a storm warning is in effect with Ontario Northland.

How will passengers know if a Storm Warning has been posted?

In the event of inclement weather, Ontario Northland advises passengers to regularly check ontarionorthland.ca. If a Storm Warning has been posted for any route, a Travel Advisory will appear on the website.

Ontario Northland route information can also be obtained by:

  • Phone 1.800.461.8558
  • Email us by visiting the Contact Us section
  • Contact a local Ontario Northland Station or agency through the Station Locater tab
  • Follow us through social media via Facebook and Twitter

Ontario Northland Customer Charter

We put customers at the forefront of everything we do. Our customer service philosophy is based upon true northern hospitality to ensure customers are heard when they reach out, and that they feel welcome when travelling or using our services.

The Ontario Northland Customer Charter outlines the commitments we’ve made to you, our customers, to provide the best possible service and experience.

 

We promise:

To Make Every Effort so you Travel Without Delays

We know you want your journey to begin on time and arrive at your destination when you expect it to. It is our target to adhere to our schedules, so you don’t experience any unnecessary delays. We aim to have our buses and trains arrive at their final destination within 15 minutes of their scheduled time, unless there is a delay or cancellation which is out of our control (i.e. road closures, traffic delays, weather, etc.).

To Provide Expert Service

You are important to us. Our staff will be professional, polite and treat every customer with honesty and respect, while keeping you informed through service communications or trip planning. Our customer service team has the tools at their disposal to provide the expert service you deserve. We will publish any changes to our timetables and any travel advisories on our website and social media.

To Ensure your Experience is Safe and Comfortable

Our priority is to make your experience with us as comfortable and safe as possible. We will provide clean and comfortable stations and keep our fleet clean and well equipped with modern conveniences, so you feel safe across our network and comfortable on your journey.

To Respond Quickly when you Need Help

We are here to help, and we promise to answer your questions quickly, no matter how you reach out to us. We will be thorough and try to answer all questions asked and ensure we take the time required to get you the answer you need.

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Customer Charter Key Performance Indicators (KPIs)

Reporting KPIs highlights the importance of customer service to Ontario Northland and allows us to be transparent with our customers on how we are doing against the Charter commitments.

KPIs for July, August, September 2024. 

On Time (Bus) Target: 90% On Time (Train) Target: 90%
48% X 80% X

 

Expert Service Target: Less than 1% of boardings Safe & Comfort Target: Less than 1% of boardings Timely Target: 90%
0.04% ✓ 0.02% ✓ 72% X

 

PROMISE TARGET PERFORMANCE
To make every effort so you travel without delays To have 90% of buses arrive at the final destination within 15 minutes of their scheduled time. 48% of our buses arrived at the final destination within 15 minutes of their scheduled time.
To have 90% of trains arrive at the final destination within 15 minutes of their scheduled time. 80% of our trains arrived at the final destination within 15 minutes of their scheduled time.
To provide expert service We will have less than 1% of our boardings result in unsatisfactory service complaints brought forward regarding services provided by our staff. We had 0.04% of boardings result in unsatisfactory service complaints brought forward regarding services provided by our staff.
To ensure your experience is safe and comfortable We will have less than 1% of our boardings result in unsatisfactory service complaints brought forward regarding safety and comfort. We had 0.02% of boardings result in unsatisfactory service complaints brought forward regarding safety and comfort.
To respond quickly when you need help We will ensure that 90% of all calls into our call centre are answered within 60 seconds or less. 72% of all calls into our call centre were answered within 60 seconds or less.