Frequently asked questions – STO on demand
Details about the sto on demand service and the sectors served
What is the on-demand transit service?
It is a personalized public transit service that is designed to round out the available public transit service in the Buckingham and Masson-Angers sectors. The aim is to better meet residents' local transportation needs. The service, upon reservation only, is accessed through an app, online or by phone. The vehicles used are sedans and minivans operated by Taxi Loyal.
Which sectors are served by STO on demand?
The Buckingham and Masson-Angers sectors. The service is only offered for trips within those sectors. You can use it to transfer to the regular 97 bus or, during peak periods, the 93 bus, at the Georges/Route 148 park-and-ride.
I live in one of those sectors, and I want to get to another Gatineau sector. Can I use the on-demand service for that?
No. The departure and destination points must be within the Buckingham or Masson-Angers sectors. However, you can use it to get to the Georges/Route 148 park-and-ride and transfer to a 97 or, during peak periods, a 93 bus.
Why is the service only offered in the Buckingham and Masson-Angers sectors?
STO on demand aims to round out the regular public transit service offered in those sectors by the 97 bus, and to make it easier to get around locally. This is a 12-month pilot project aimed at better serving the needs identified in those sectors.
Where will STO on demand pick me up?
When you book the service, you will be assigned a rendez-vous point. This could be an actual bus stop or a virtual stop, such as a street corner. It will be close to your departure point, and you will be told how long it should take you to walk there.
Is the STO on demand service a door-to-door service?
Yes, but only for people who are eligible for the paratransit service. All others will be assigned a rendez-vous point when they book. This could be an actual bus stop or a virtual stop, such as a street corner.It will be close to your departure point, and you will be told how long it should take you to walk there.
If you have been approved for the paratransit service, write us at stoalademande@sto.ca or call us at 819-525-8932 to let us know.
Will I be the only passenger in the vehicle?
Given that this is a public transit service, there may be other passengers who would have booked a ride in the same direction at that time.
Bookings and cancellations
How do I book a trip?
There are three ways to book a ride:
- With the STO on demand mobile app
• Download the STO on demand free app ;
• Set up your account or open a session
• Book your trip
• Go to the pick-up location you are given , 5 minutes in advance
See the tutorial - Online : STOalademande.sto.ca
- By calling : 819 525-8932*
* Credit card payment is not an option when booking by phone (you will have to pay the driver with cash). To pay by credit card, you must book online through the app or the Web site.
Can I book in advance or at the last minute?
Yes, you can book at the last minute, up to 20 minutes beforehand, or you can book up to 30 days in advance. When you book, you will be assigned your pick-up and arrival times. You must be at your actual or virtual stop by your assigned pick-up time.
Am I guaranteed to get a ride if I only book 20 minutes in advance?
It is always best to book well in advance, but if you book at the last minute, we will offer you a few options that meet your needs as closely as possible.
I do not have an iPhone. How can I book a trip?
If you are unable to download the STO on demand app, you can book
- Online: STOalademande.sto.ca
- By phone: 819-525-8932*
* When you book by phone, you cannot pay by credit card. You have to pay the driver, using either cash or a bus ticket. If you want to pay by credit card, be sure to book through the mobile app or online.
Can I request a specific time for my trip?
If you book in advance, you can specify your preferred pick-up or arrival time. If you book at the last minute (20 minutes beforehand), we will assign you a pick-up time based on the locations of the available vehicles at that moment. That should generally be within a 20-minute window.
Will I receive a reminder of my booking?
Yes, you will receive:
- an e-mail confirmation when the booking is made;
- a notification the day before;
- a notification one hour before your pick-up time; and
- a notification 10 minutes before your pick-up time.
If you booked through the mobile app, you will receive mobile notifications.
If you booked through the Web or by phone, you will be notified by text message.
I booked a trip, but my plans have changed, and I would like to cancel. Can I do that
Yes. Given that trips are generated in real time based on demand, it is important that you cancel in order to ensure optimal use of the vehicles by making them available for other customers.
You can cancel your booking up to 20 minutes beforehand by using the app's cancellation option.
Please note that three no-shows on your part could result in the suspension of your access.
Schedules, fares and payment methods
When does STO on demand run?
Mondays to Wednesdays, from 6 a.m. to 8 p.m.
Thursdays and Fridays from 6 a.m. to 10 p.m.
Saturdays from 7 a.m. to 8 p.m.
Sundays and holidays from 8 a.m. to 8 p.m.
Why doesn't STO on demand run during the same hours as the bus service?
For the purposes of the pilot project, we identified the hours during which demand was the highest. You can submit your comments to STOalademande@sto.ca.
How much does the STO on demand service cost?
Fares
The fare is the same as for the regular service.
- Do you have a pass on your Multi card? The STO on demand service is included. Be sure to send your Multi card number ahead of time to stoalademande@sto.ca
- If you do not use STO on demand regularly, you can pay your fare:
- by credit or debit* card when you book online through the app or the booking site;
- with cash** ($3.65 or $2.70 for students, seniors and customers enrolled in the ÉCHO program. Filled de promo code when you book your ride) when you board the bus; or
- with a bus ticket when you board the bus.
- NOTE : given that the vehicles are not equipped with readers, e-wallets and 1-day, 3-day and 7-day passes cannot be used for STO on demand.
- Will you be using STO on demand to transfer to route 97 or 93? Your STO on demand fare will be covered by your regular bus fare from the park-and-ride at Georges and highway 148. A promo code is required when booking
* Several banks do not allow online debit card payments. Check with your financial institution.
** When you pay with cash, be sure to have the exact fare because the driver cannot give you change, the same as with the regular bus.
What payment methods are available?
- You can pay with a credit or debit card if you book through the app or online. You can pay for each booking separately or use a virtual wallet, not the STO e-wallet, from which your payments will be debited each time.
- You can also pay on board if you want to pay the driver with cash or a ticket. If cash, be sure to have the exact fare.
- If you have a valid STO pass, choose the pay on board option when you book. Be sure to send us your Multi card number ahead of time to stoalademande@sto.ca
Can I pay with my Multi card?
Yes, if you have a valid pass on your Multi card.
In that case:
- The STO on demand service is covered by your pass.
- Be sure to send us your Multi card number ahead of time to stoalademande@sto.ca.
- Choose the pay on board option when you book.
You cannot use your e-wallet because the vehicles do not have a reader. Frequently asked questions – STO on demand
If I pay with a credit card and cancel my reservation, will I be reimbursed?
Yes, as long as you cancel at least 20 minutes before your pick-up time, you will get a credit card refund.
If I use the STO on demand service and transfer to a regular bus, do I have to pay twice?
No. If you transfer at the Georges / route 148 park-and-ride, the STO on demand portion of your trip will be free, and you will only have to pay on the bus. Enter the GATINEAU promo code when you get to the Georges park-and-ride to transfer to a bus heading to Gatineau, and the BMA promo code when you take STO on demand at the Georges park-and-ride to get someplace in the Buckingham or Masson-Angers sectors.
How do I access the reduced fares, free rides and promotions?
Fare reductions, free rides and promotions
Fare reductions, free rides and promotions offered by STO are yours for the asking when you use the following promo codes to book your trip:
Promo code | Fare reductions, free rides and promotions |
AINE ETUDIANT ECHO
|
Fare reduced to $2.70 Write us at stoalademande@sto.ca or call us at 819-525-8932 to validate your enrolment. |
GATINEAU
BMA |
Free ride for riders transferring bandween STO on demand and the regular bus at the Georges / route 148 park-and-ride (STO 4716 stop) For trips to the Georges park-and-ride when heading to the Gatineau sector.
For trips from the Georges park-and-ride to a destination in the Buckingham or Masson-Angers sectors.
|
1ENFANT 2ENFANTS 3ENFANTS
|
Free ride for children under age 6 (under age 11 when the Family Fare is in effect)
|
1 JUILLET
| Free acces during July 1st
|
WEEKEND1 | 2$ promo on weekends of July and August
2 and 3 July |
Other information and rules
Are the vehicles equipped with child car seats?
No. As with taxis, they are not mandatory, but you can bring and install your own
Can someone come along with us? How many seats are there in STO on demand vehicles?
There are two types of vehicles: adapted vans with seating for 2 passengers plus space for a wheelchair, and conventional vans with seating for 4 passengers. That means each vehicle can carry a maximum of 4 people.
Is there a minimum interval between drop-off and pick-up for the return trip?
Yes. There is a minimum 15-minute interval between reservations.
Do I have to wear a face mask in an STO on demand vehicle?
Yes. Face masks must be worn in all STO on demand vehicles.
Is there a minimum age for using the STO on demand service?
Yes. Anyone under age 14 must be accompanied by an adult.
Are animals allowed in STO on demand vehicles?
Guide dogs, service dogs and small pets are allowed. In the case of small pets, the rider must keep the pet in a crate, on their lap, and ensure that the pet does not soil the vehicle or inconvenience any other occupant.
Can I place items in the trunk (such as groceries)?
No. You must at all times keep any items you are carrying next to you.
Can I put a stroller in the trunk?
No. You must at all times keep any items you are carrying next to you.
Can a person with a developmental disability use the STO on demand service?
The service is from stop to stop, not from door to door. Thus, riders are required to have a certain degree of autonomy. If a rider is unable to orient themselves in time and space, or to manage situations or behaviours that could be harmful to their own safety or that of others, they should not use the STO on demand service, but rather rely on paratransit.
Can people with disabilities use the STO on demand service?
Yes, as long as they are autonomous. People with disabilities who are enrolled in the paratransit service get door-to-door service when they require STO on demand, as long as they book by email to stoalademande@sto.ca or by phone at 819-525-8932.
