STM annouces the deployment of imminent arrival messages for paratransit customers

Press release

STM's paratransit customers can now receive an imminent arrival message of their vehicle thanks to EXTRA Connecte.

Montréal, December 14, 2019 – The Société de transport de Montréal (STM) announces the launch of the latest EXTRA Connecte feature: a new real-time trip management system. The new feature enables Transport adapté customers to receive a text, telephone or email message announcing the imminent arrival of their vehicle.

“Transport adapté minibuses and vehicles of our taxi partners now have computer tools that locate vehicles and inform customers of their vehicle’s imminent arrival. This technology means we can track vehicles in real time during their trip. It offers numerous advantages that will allow the Transport adapté team to improve on-time delivery of service and meet increasing demand,” says Renée Amilcar, Executive Director, Bus Services.  

Every day, the control room tracks all vehicles in real time. A few minutes before a trip, the new system automatically detects the vehicle’s imminent arrival at the customer’s address and sends a message to notify the customer of the vehicle’s imminent arrival. Customers can now check their vehicle’s scheduled arrival time on the SIRTA online reservation site. The information will be available 30 minutes before the confirmed reservation time.

The launch of this feature enhances the transit experience for Transport adapté customers. Real-time technology, which gives the exact position of the vehicle at all times, now makes it possible for Transport adapté to act more quickly and efficiently across the network. Trip reservations can thereby be optimized to offer better customer service.

“This is great news for paratransit users. This essential service will become even more efficient and user friendly with this new technology. We want to make life easier for paratransit users, and this feature will enable them to plan their trips better. EXTRA Connecte is in line with our administration’s efforts to improve mobility and public transit in Montréal for all users,” notes Éric Alan Caldwell, City of Montréal executive committee member responsible for urban planning, transportation and the Office de consultation publique de Montréal.

“Full implementation of EXTRA Connecte is great news for our customers. In fact, this system will now help improve the customer experience by offering real-time information on service status, while making it possible to further optimize the use of financial and vehicle resources. The most recent customer satisfaction survey also found that the overall satisfaction rate was 82% in 2019. These encouraging results allow us to look optimistically to the future of this specialized service,” concludes Philippe Schnobb, Chairman of the Board of Directors of the STM.

Note that the STM has provided door-to-door paratransit service for people with functional limitations since 1980. This reliable, safe and courteous specialized service contributes to the social, professional and economic inclusion of people with functional limitations. More than 34,500 customers travel on and around the Island of Montréal each year with 86 STM minibuses providing 12% of trips and nine regular and accessible taxis providing 88% of trips.


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Public Affairs, STM