On Demand

Transit on your schedule

Calgary Transit On Demand is one of the ways we provide transit service to communities that don’t have the population to require traditional fixed route bus service. The service allows customers to book travel as needed, to be picked up and dropped off at several locations in the community (e.g. grocery stores, large commercial areas, North Pointe transit hub and amenities).

The service is available in the north communities of Carrington and Livingston.

You can download the On Demand Calgary Transit app and set up your account any time that is convenient for you. 

How it works

Using the On Demand app:

  1. Create an account.
    • Download the On Demand Calgary Transit app from your preferred app store and follow the simple signup steps. Once you’ve signed up, if you need a wheelchair accessible vehicle, click on the ‘Wheelchair accessibility’ toggle in your account.
  2. Book a ride.
    • Select the number of people traveling and enter your pick-up and drop-off address. On Demand service will take you throughout Carrington and Livingston, and to our North Pointe bus terminal or Coventry Hills Centre. Choose the proposal that works for you by tapping ‘Book This Ride’.
  3. Meet your driver.
    • Check the app to see your designated pick-up point. It may be a short walk away, but it helps to cut down on detours and make your journey faster.
  4. If you need to cancel your booked trip, click on the three dots at the bottom of your trip and select ‘cancel trip’

Booking an On Demand trip by phone:

Call +1 403-262-1000. Make sure you are at your pick-up location a couple of minutes before the pick-up time you were given. If you are not waiting at your stop at the beginning of the pick-up window, you may miss your ride.

If you need to cancel or reschedule your trip, just call +1 403-262-1000.

Taking your trip:

The app will let you know where and when to wait for your ride, so you just have to make sure you leave yourself enough time to walk to your pick-up location. If you’d like, you can use the map within the app to make sure you’re heading to the right spot.

The app will allow you to see where your van is and its estimated time of arrival at your pick-up location.

Once your van arrives, board the vehicle as usual, showing the operator your proof of fare.


Why are you offering on demand transit service? 

Some of our communities have very low ridership. This makes it expensive and inefficient to provide traditional bus service with set routes and fixed schedules. On demand, shared transportation service provides an opportunity to introduce more cost-effective and efficient transit service to these communities. 

For new communities under development where the population density is low, there aren’t as many transit customers as there are in established communities. This makes it expensive and inefficient to provide traditional bus service with set routes and fixed schedules. On demand, shared transportation service provides an opportunity to introduce cost-effective and efficient transit service sooner to developing communities. 

Can I book rides in advance? 

Rides are booked on demand, which means you should book your ride up to 45 minutes before you’re ready to travel.

Can I book rides without a smartphone? 

Yes, you can call us at +1 403-262-1000, and we’ll assist you over the phone.

What are On Demand’s hours of operation? 

Monday to Friday: 5:00 a.m. to 9:00 p.m. 

Saturday: 7:00 a.m. to 8:00 p.m. 

Sundays and holidays: 9:00 a.m. to 5:00 p.m. 

How do you ensure reliability and predictability?

The On Demand app allows you to see exactly where your ride is while you wait, so you don’t have to worry that it has already come and gone or that it isn’t coming at all. Trips are planned by the app to take the fastest/best route for each trip or combination of trips. If there is a delay, you’ll get an update, so you always know what to expect.

Can I bring someone along with me?

Yes. Our vehicles seat five passengers. All customers must have valid fare.

Can children take On Demand?

Yes they can. Regular fares apply for youth taking transit. 

In accordance with Alberta car seat guidelines, you are responsible for providing a car seat or booster seat for children under 18 kg (40 lbs.), or under 6 years of age. 

How do I know where to meet my driver?

We’ll assign you a “virtual bus stop” where you’ll meet the vehicle, usually at a nearby corner or no more than a block away. Check the app for directions and follow your driver’s progress in real-time so you know exactly when to head to your stop. 

What is the cost for me to ride On Demand and how do I pay?

There is no additional cost for you to take an on demand trip; your regular transit fare is valid for your ride. Just like any other time you ride on Transit, you’ll need to ensure you have the right fare for your trip. 

  • A single ride ticket is valid for 90 minutes from the time it’s validated. 
  • A day pass is valid until 2 a.m. the day after it’s purchased. 
  • A monthly pass is valid for a calendar month.

Payment for fares can be made using:

Any Calgary Transit pass, ticket or transfer (including regular monthly passes, low income passes, senior yearly passes, and the UPass) – select the option in the app then show your pass/ticket to the driver.

Using the Transit trip planning app or My Fare, our mobile ticketing app.

Cash cannot be used for payment for On Demand service. We apologize for the inconvenience.

What can I expect for wait times and service?

This is a shared transportation service. That means there may be up to five customers in the vehicle at one time, and rides may not be direct because the driver may pick-up/drop-off other customers on the way to your stop. 

For on demand bookings, you may wait up to 30 minutes. Wait times will vary depending on the time of day you’re booking your trip. During peak times there may not be a vehicle available for 30-60 minutes. In the middle of the day, the wait times will be shorter. 

Once you book a trip, the app will give you estimated times for pick-up and arrival at your destination. These times are estimates, and may change by up to six minutes. You will receive updates on arrival times in the app, and get a text message when your ride is close. 

If we’re unable to provide a ride within 60 minutes of your requested time, you’ll be notified that we can’t provide a trip at this time. 

When a ride is requested, you’ll be given a 10-minute pick-up window. If you have a smartphone with the app, you’ll be able to see where the van is and where it is expected at the pick-up location. This means less waiting in the cold winter. However, please don’t be late. You should be at your pick-up location at the beginning of your pick-up window. 

The maximum time the vehicle will wait for you at your pick-up location is one minute.

Can I cancel my ride?

Yes, you can cancel your ride directly from the app or by calling us at +1 403-262-1000. Remember, canceling at the last minute can negatively impact the timing for other customers, so remember to cancel as soon you know that you don’t need a ride. 

Will I need to transfer if I use On Demand transit?

This will depend on your origin and destination. If you’re traveling within the service area only, you won’t have to transfer; your On Demand vehicle will take you to your destination. If you’re traveling beyond the service area, you will need to transfer. 

What can I do to ensure the service works for me?

To improve service for everyone, we ask customers to: 

  • Plan your trips well and allocate adequate time in between transfers 
  • If you can’t make a trip, make sure you cancel it versus keeping the trip and not showing up 

Pick-up and drop-off points

The app will give you a pick-up location. It will be at a street curb; you cannot wait inside your house. 

At North Pointe there are two options for pick-up/drop-off points:

  • The transit hub on Country Village Link NE (behind Landmark Cinemas Country Hills and across from Notre Dame High School). 
  • In front of CIBO, on the corner of Country Village Rd. and Country Village Link N.E. 

What should I do if my driver leaves without me?

Re-book directly in your app, and then send an email explaining what happened to OnDemand@calgary.ca.

What do the vehicles look like?

All vehicles are branded with On Demand Calgary Transit’s logo and colours, so they should be easy to spot. 

Are vehicles wheelchair accessible?

Yes! Please let us know you need a wheelchair accessible vehicle when you book your ride by tapping your profile picture or image at the top of the app menu. Tap the Wheelchair Accessibility toggle to turn it on. Over the phone, let us know you require a WAV. 

As with regular public transit service, the driver does not assist you in entering or exiting the vehicle, or from door-to-door. 

If you require door-to-door accessible transit service, please contact Calgary Transit Access.

Can I change my destination once I’m on board?

Once you start a ride, the destination cannot be changed. If you have not yet boarded the vehicle, you can cancel the ride and re-book with a new destination.

Groceries, luggage, bikes and pets

You can bring luggage or grocery bags on board, but they cannot be placed on seats if other passengers require them. 

You are responsible for loading/unloading your belongings. 

Pets are allowed in a small carrier, which must fit in the back of the van. Service animals do not need to be in a carrier. There is no cost for pets. 

There are currently no bike racks on vehicles and bikes are not permitted in vehicles, except for folding bikes folded in a bag. 

What do the On Demand routes look like?

The route for each trip is planned based on the needs of customers on that vehicle. For example, if there are five customers on a vehicle who are all going to North Pointe transit hub, the On Demand van will take the most direct, fastest route to the hub once those five customers have been picked up. 

This means that On Demand vehicles will sometimes take different routes to make each trip as efficient as possible. So you may see On Demand vehicles on smaller, residential streets, if they are the best route. 

Can I set a favourite location in the app?

Yes. Tap the Favourites tab in the app menu, then tap Set Home Address, Set Work Address, or create and name a new favourite. 

What are the points of interest in the app?

These are locations we believe will be popular origins and destinations for rides. Select them to easily choose where you need to go to or from. 

Can I leave feedback for my driver?

Feel free to fill out the feedback screen in the app after your ride. 

Do I tip the driver?

No. Our drivers do not accept tips. 

How do I reset my password?

Open the app and select “Get Started.” In the password box, select “Forgot your password?” and follow the prompts. 

I left something in the vehicle — how do I retrieve it?

Please email us at OnDemand@calgary.ca with a description of the missing item. 

How do I report a complaint?

Please contact us at OnDemand@calgary.ca to report a complaint. Be sure to include as much information as possible and we’ll do our best to help. 

General policies

Zero Tolerance policy

On Demand Calgary Transit service is powered by Via. Via has a strict Zero Tolerance policy. They do not tolerate inappropriate, threatening or violent behaviour by anyone using the Via platform or towards any customers or drivers. If you are a customer and observe any of the following, please ask the driver to terminate the trip immediately: your driver or another customer is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or your driver or another customer engages in conduct that could be considered unlawful or illegal. 

If you feel that you are in imminent danger, please call 911. After the ride has concluded, please provide feedback using the On Demand Calgary Transit app, reply to the text message confirmation of your ride, or email us at OnDemand@calgary.ca to report the issue. 

Anti-Discrimination policy

Via does not tolerate discrimination of any kind against customers or drivers. This includes discrimination on the basis of race, colour, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, physical, mental or other disability (actual or perceived), customers’ points of departure and destination, or any other characteristic protected under applicable laws. Additionally, Via does not tolerate discrimination of any kind against service animals. Customers or drivers found to have violated Via’s anti-discrimination policy will lose access to the Via Platform. If you believe that you have been subject to discrimination by a customer or driver, please provide feedback in the review function of the On Demand Calgary Transit app or email us at OnDemand@calgary.ca. 

Cigarette policy

Smoking of any kind is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes. 

Eating/drinking policy

We know you are on the go, but please help us keep our vehicles clean and fresh and avoid bringing food and drink in our vans, when possible. Please also be mindful that food odours can be distracting and unpleasant for your fellow customers. All drinks should have lids and drinking alcohol or carrying open containers of alcohol in our vehicles is not allowed. 

Phone call policy

Please remember your fellow customers might not be interested in your phone conversations. We ask that you limit phone calls to quick logistics and emergencies during shared rides. 

Luggage policy

Our service vehicles are a shared space, and as such we ask everyone to limit any personal items to a reasonable amount of luggage. 

Age policy

Like our regular transit service, all ages are welcome. We will not supply car seats, but riders traveling with children who require them may bring their own. Riders are responsible for securing any such car seat and for ensuring that it fits all legal requirements. 

Can service animals or pets ride with me?

Service animals must always be welcome to ride without restriction. If you are a customer traveling with a service animal and wish to report any issue you experience related to your service animal, please email us at OnDemand@calgary.ca.

Contact us

Contact us if you have any questions or want to provide feedback on this service.

  • Submit a request online. Please select the heading that best describes your feedback, then complete the online form.
  • Call us at 403-262-1000.