Coronavirus (COVID-19)

Customers must now wear masks while waiting for transit at any indoor or sheltered place, as a result of the Provincial Government’s Ministerial Order mandating mask use.

Specific changes customers must now observe are as follows:

• In addition to transit vehicles, masks are now required at any indoor or sheltered place where people are boarding or waiting for transit, including stations, platforms, bus stops, bus loops, and bus exchanges.

• Face shields are no longer a suitable option in place of a non-medical mask or face covering.

• TransLink will suspend the issuance of exemption cards given we are not able to exempt customers from a Ministerial Order. The Ministerial Order does exempt persons from wearing masks in some circumstances. Transit Police will conduct standard inquiries with any customer not wearing an appropriate mask or face covering, whether they hold a TransLink issued exemption card or not.

Approximately 95 per cent of customers are wearing masks on transit and TransLink expects all customers to comply with the changes required as part of the Ministerial Order. Transit Police will enforce the Ministerial Order and can issue fines of $230, subject to the exemptions set out in the Order.

Customers who observe others not following the rules can report these instances to TransLink’s Customer Information team. This information will help Transit Police target enforcement in problem areas. Customers should not attempt to enforce the Ministerial Order themselves.

• We have been closely examining ventilation on our transit system.

• On many of our vehicles there is already considerable air circulation via transit doors repeatedly opening and closing.

• Our vehicles are outfitted with various types of air filtration systems.

• We’re exploring new and emerging technologies to see how we can do even better.

• We understand why some customers might want windows opened to allow for more fresh air circulation during the COVID-19 pandemic. Therefore, we’ve updated our policy so that customers may open windows to allow for additional fresh air, should the vehicle type and weather be appropriate.

• Not all windows can open and under certain weather conditions it may not be appropriate in consideration of other passengers.

• Frontline employees have the discretion to open or close windows depending on the circumstances.

• HandyDART customers may ask their driver for assistance if they are unable to open the window themselves.

• Customers should always dress for the weather conditions.

• We are not aware of any COVID-19 outbreaks occurring on public transit in Metro Vancouver and according to Public Health the risk remains low.

• TransLink's Safe Operating Action Plan introduces new and enhanced measures to make transit safer and available for those who need it.

• This plan will evolve and change over time to meet the needs of our customers as BC's economy re-starts.

• Over the next several weeks, customers will notice changes at transit stations and on vehicles designed to improve sanitization, create space where possible, and enhance personal safety.

• We're improving cleaning and sanitizing on transit.

• Deploying cleaning pit crews to disinfect SkyTrain cars at high traffic stations.

• Increasing bus and SeaBus disinfecting sprays to twice per week in addition to daily cleaning schedules.

• Maintaining daily cleaning and disinfecting schedules on SkyTrain and West Coast Express cars, as well as HandyDART vehicles.

• Expanding the availability of hand sanitizer dispensers, including on the entire RapidBus fleet, at key exchanges, and at more SkyTrain stations.

• We're creating space where possible.

• Limiting fare gate access at busy stations (we will typically have only one entry fare gate open at each array) to limit the number of customers coming onto SkyTrain platforms.

• This policy will become more effective as SkyTrain ridership returns.

• Limiting the capacity on buses to approximately two-thirds full.

• We're asking customers to use bus seating when possible so operators can best estimate the number of customers on board.

• If the new capacity is reached, bus operators will not make further stops to collect passengers.

• Installing two-metre-spaced decals at some bus stops and station entranceways to help customers with physical distancing.

• Consistent with Transport Canada’s requirements, SeaBus is limiting capacity of each vessel to 195 passengers (50% capacity).

• We’re implementing measures for our frontline employees.

• Customers will not be able to use seats close to operators on certain buses.

• Installation of plexiglass or vinyl operator protection barriers on all buses.

• Customers will not be able to use seats close to crew on SeaBus vessels.

• Given the close contact required, bus operators will not be able to assist our wheelchair customers with being strapped in a front-facing position on our conventional buses.

• We're updating our recommendations to customers.

• Wear a non-medical mask or face covering while waiting or onboard our vehicles and transit system.

• This recommendation only applies to those who are able to wear a mask.

• Stay off the system if you are sick.

• Travel outside of peak times. This is especially recommended for vulnerable people.

• Allow more time for your commute.

• TransLink has increased service levels to ensure transit is available for commuters as BC's economy restarts.

• Most major modes are now at pre-COVID levels.

• HandyDART vehicles are being cleaned and disinfected every day, with drivers also wiping all touch points between trips.

• HandyDART operators are supplied with Personal Protective Equipment (PPE) which includes gloves, a mask, hand sanitizer, and disinfectant wipes.

• HandyDART operators space customers out in vehicles and conduct single passenger trips in small buses and two-person trips in the larger buses wherever possible.

• HandyDART customers are pre-screened for COVID-19 symptoms as part of the booking process and are asked to wear a non-medical face covering or mask while travelling.

• HandyDART has seen an 82% reduction in trips resulting in significantly fewer customers travelling on each bus, and therefore greater physical distancing.

Due to the physical distancing required by health authorities in BC, bus operators will not be able to assist our wheelchair customers with being strapped in a front-facing position on our conventional buses.

Those with mobility devices on buses that have a rear facing accessible seat will be able to park in the designated area themselves and secure their device. This is the case for most buses. For buses that do not have this area, (e.g. highway coaches, Community Shuttle) customers with mobility devices will need to travel with someone who can assist them or find an alternate mode of travel.

A taxi can be provided in the event a customer in a wheelchair can't be accommodated on the bus.

• TransLink has worked with Metro Vancouver public post-secondary institutions and student associations on a plan to resume the U-Pass BC Program for September 1, with continuing support from the Province of BC.

• Eligibility for U-Pass BC at each post-secondary institution may vary due to the continuing impacts of the COVID-19 pandemic. Students are encouraged to check their school’s and student association’s websites for important information prior to accessing the U-Pass BC website to request their pass.

• The U-Pass BC Program is offered to students under agreements in place between TransLink, participating colleges/universities and their associated student societies. Students pay for this pass through mandatory student fees collected by their school. Students with questions about refunds of U-Pass BC due to changes in a student’s eligibility status should contact their school and / or student association.

This week marks a new chapter in British Columbia’s response to COVID-19.

As we turn the page, TransLink is stepping up to support Phase 2 of British Columbia’s Restart Plan.

Throughout the pandemic, thousands of essential workers have relied on our services every day. Over the coming weeks and months, we expect that many of our customers will be returning to the transit system as they go back to work, to school, and to get to the people and places that matter to them.

That’s why we are announcing new and enhanced measures today to improve safety and meet the needs of you, our customers.

In the weeks ahead, you will start to notice changes at transit stations and on vehicles designed to improve sanitization, create physical space where possible, and enhance your safety.

These initiatives, many of which have been taken since the beginning of the pandemic, are now part of the Safe Operating Action Plan. This plan will be implemented in phases to meet the needs of our customers as B.C.’s economy restarts.

One of the key things you will see is an increase in our cleaning and sanitization efforts. We have already implemented regular spray disinfection on our vehicles as well as daily cleaning on SkyTrain. Now, we will deploy cleaning “pit crews” to disinfect SkyTrain cars at high-traffic stations and we are doubling the spray disinfection of buses and SeaBuses to twice a week.

To help reduce the number of people on any given SkyTrain, we are going to limit the flow through fare gates at busy SkyTrain stations. This might mean you can’t make the train just entering a station, but please remember that the next train is only minutes away.

We will also be adding service to create more opportunities for space. This includes restoring service to nearly the same levels as before the COVID-19 pandemic on many routes. And please take transit off-peak if you can.

Safety on transit will take all of us working together.

To help keep yourself and your fellow passengers safe, please wear a non-medical mask or face covering while waiting or travelling on transit. And please stay home if you are sick.

It’s no secret that, like everyone else, the past few months have been a challenge for our organization. We have had to adapt to rapidly changing circumstances due to the pandemic.

As our customers gradually return to their daily routines over the coming weeks and months, we want you to know that we are here for you and are ready to welcome you back.

At TransLink, we have adopted a saying: Together all the way. It means that we are here to help our customers reach their destinations and get home again – safely, reliably and affordably. Today, it also means we are working together – all of us – to get us all the way through this pandemic period and ensure our transit service is here for you as we restart the economy and bring some normalcy back to our lives.

Thank you again for your trust and support.

Kevin Desmond
CEO, TransLink