Survey results: What customers told us about trip booking

Thank you to everyone who participated in the Access Transit Trip Booking Survey this spring. 

More than 300 Access Transit customers, caregivers, support persons and organizations that support Access Transit customers participated in our survey from May-June 2026. Your feedback is an important part of helping improve Access Transit services.

We reviewed all survey responses to better understand people's experiences, identify common concerns, and learn what improvements are most important for a future booking system.

The following is an overview of the survey’s main findings:

1. Customers want booking to be easier.

Many shared concerns about long phone wait times, difficulty booking trips at their preferred times, and the current advance booking window limiting flexibility.

2. Customers want better trip updates and more booking options.
Customers identified a need for additional self-service options to manage their trips, including improved trip notifications, easier trip modifications, and real-time trip tracking capabilities.

3. Accessibility remains a priority.
Customers emphasized the importance of a booking system that continues to accommodate existing accessibility requirements, while improving ease of use through features such as phone booking availability, screen reader compatibility, and flexible communication options.

Next steps:

The Access Transit project team is reviewing the survey results and will make the user experience a priority as they work to choose a new trip booking system. The feedback received will help guide decisions and support the development of a booking solution that better meets the needs of Access Transit customers.