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Office Hours: (Holiday 2020 update)

  • December 22-24: 7:30am to 6pm
  • December 25: Closed
  • December 26 & 27: 8am to noon
  • December 28-31: 7:30am to 6pm
  • January 1: Closed
  • January 2 to January 23: 7:30am to 6pm
  • Kingston Access Services will continue to operate service throughout the 28-day lockdown from December 26th to January 23rd; however on-road service will be reduced. Please try to ensure that any trips you take are essential. All previous safety measures during Covid (i.e. mandatory masks) remain in effect.

  • It is the responsibility of passengers to ensure that any destination they travel to is in fact operating before booking your trips;
  • If you have permanent bookings to a destination that will be closed during this period, it is your responsibility to contact us to put your permanent bookings on hold (it is not the responsibility of the program to contact us). Provided we receive a minimum of 7 days advance notice of putting your permanent bookings on hold, they will not count as “non-use” of a permanent booking towards meeting minimum usage requirements (i.e. permanent bookings must be used a minimum 75% of occasions over a 3-month period, otherwise they are subject to being cancelled).
  • Fares will continue to be charged for transportation during the lockdown period. If you have already purchased a January monthly pass but will not require it due to the lockdown, it is your responsibility to contact us prior to January 1st to have your payment applied to a future month’s purchase.

  • PERMANENT BOOKINGS (Oct 5, 2020 update)

    There are approximately 400 permanent bookings each week which have been on hold since March/April due to Covid closing many programs and facilities. We have not been accepting any “new” permanent booking requests to ensure space for when the “existing” (i.e. pre-Covid) permanent bookings resume. However most programs and facilities which remain closed at this time have no idea of when they may resume operations. As a result effective November 1, 2020 any “existing” permanent booking which has not resumed being used by that date will be cancelled permanently. Passengers will need to contact us to reapply for permanent bookings when their programs/facilities re-open. We are now accepting “new” permanent booking requests. Please note:

  • Each hour we endeavour to maintain approximately a 50-50 mix of bus availability between permanent bookings and on-demand bookings (i.e. non-recurring trips). Thus to ensure room for “on-demand” bookings not all permanent booking requests can be accommodated.
  • A permanent booking must originate from and travel to the same destination, on the same day of the week at the same time every week. Once set up, each individual permanent booking must be used unchanged a minimum 75% of days over a 3-month period. Permanent bookings are automatically cancelled on stat holidays, or days observed in lieu of a stat holiday by Kingston Access Bus. Those cancellations on stat holidays do not count towards the 75% threshold.

  • Notice to all passengers regarding COVID-19

    Resumption of fares effective Tuesday, September 1, 2020

    Effective Tuesday, September 1, 2020 fares will resume being charged by Kingston Access Services. For each trip passengers will be required to pay either:

  • $3.25 cash (exact change only); or
  • Provide a ticket; or
  • Have a valid September monthly pass*.
  • * Passengers who have a March monthly pass will have those passes extended to cover the month of September. There will be no refunds for March monthly passes.

    If you need to purchase a September monthly pass, we will have details the week of August 17th on payment options.

    For passengers whose qualification for the “Municipal Fee Assistance Program” expired between March 1, 2020 and September 30, Kingston Access Services will extend your qualification for discounted passes until September 30, 2020.


    (as of Thursday, July 2, 2020):

  • Kingston Access Bus is operating with limited service as most community programs and services have been suspended. Bookings accepted starting 14 days in advance of the trip date.
  • Effective June 27, 2020: As per KFL&A Public Health, masks are mandatory in all public commercial establishments. This includes transit. All passengers must wear a mask when using Kingston Access Bus, unless unable to do so due to legitimate medical conditions. Any passengers, companions, and attendants must use the vehicle’s lift for entering/exiting the bus if they are not wearing a mask.
  • To aid in physical distancing, we have reduced passenger capacity on our vehicles. Passengers must inform us at the time of booking if they will be having a companion/attendant travel with them.
  • Our buses are not thoroughly sanitized following every passenger, nor as public transit are you assured of being the only passenger on the bus.
  • For the monthly of July, Kingston Access Bus will not be charging fares for transportation.
  • Our office hours for trip reservations have changed: 7:30am to 5pm
  • o From 5pm to 7:30am our phones will be answered by our after-hours answering service. Please note the after hours service cannot make trip reservations.

  • For the latest information please go to the Kingston Access Bus FaceBook page, or sign up for electronic e-mail alerts.

  • INFORMATION FOR PURCHASING MONTHLY PASSES (updated August 20, 2020):.

    Effective September 1, 2020 Kingston Access Bus will resume charging fares. Passengers will be required to pay $3.25 cash (exact change only); or provide a ticket; or have a September monthly pass.

    Note: Passengers with “March 2020” monthly passes will have them extended until September 30, 2020. Any trips taken in September prior to the purchase of a September monthly pass are not covered by the September monthly pass. We will not be issuing physical monthly pass cards until further notice.

    Monthly pass info

    For passengers whose qualification for the “Municipal Fee Assistance Program” expired between March 1, 2020 and September 30, 2020 Kingston Access Services will extend your qualification for discounted passes until September 30, 2020 (to allow for purchasing October 2020 passes). For information on how to reapply for the MFAP program, please contact the City of Kingston at 613-546-0000.

    If you need to purchase a September monthly pass, the following methods are accepted (if possible, please use options “a” or “b” as this assists in social distancing and reduces the physical handling of cash/cheques/debit card machines):

    a) Via credit card over the phone (613-542-2512).

  • Monday-Friday from 9am to 5pm only.
  • Please note: debit card payments cannot be done over the phone.
  • b) Via Interac E-transfer.

  • Send your payment to: payments@kingstonaccessbus.com
  • Put the name of the passenger in the comments so we know who the payment is for.
  • Please note: Interac E-transfers are ONLY for monthly pass purchases, and is a temporary option during COVID-19.
  • c) Via cash, cheque, credit card, debit card at KAS offices.

  • Please note: As KAS offices are not open to the public at this time, all in-person purchases are BY APPOINTMENT ONLY Monday-Friday 9am to 5pm and will be done outside in our parking lot. Walk-ins are not permitted.
  • All persons coming to our offices are required to wear a mask when in proximity of our staff.
  • d) By providing a cheque or cash (exact payment only) to a driver.

  • Please note: Drivers accepting cash for monthly passes will be in place temporarily during COVID-19.

  • LATE CANCELLATION & NO-SHOW POLICY: UPDATE

    Approved by KAS Board of Directors: December 14, 2011

    Revision Approval Date: January 22, 2020

    A. GUIDING PRINCIPLES:

    Demand for specialized transit services in Kingston has increased by over 45% since 2012. Providing a high level of trip availability and fulfillment within the funding provided through passenger fare revenue and the City of Kingston is a priority of Kingston Access Services (KAS) that benefits our passengers and the community as a whole.

    Passengers play a key role in ensuring trip availability. No-shows and excessive cancellations, particularly when they are received with limited notice have a direct impact on the effectiveness of Kingston Access Services (KAS) to meet the needs of our 4,000+ registered passengers.

    We recognize that there may be circumstances out of the control of passengers that contribute to occasional no-shows or late cancellations; thus, our policy is not zero tolerance, and provides progressive warnings prior to suspension of service. Each passenger is responsible for maintaining acceptable levels of no-shows or late cancellations. KAS’s policy on no-shows and cancellations is based on the agreed upon late cancellation policy between the City of Hamilton and the Ontario Human Rights Commission.

    B. DEFINITIONS:

    Completed Trip: A trip where the passenger was transported as scheduled.

    Late Cancellations: A trip cancelled by a passenger after 7pm the day immediately preceding the trip.

    No-show: When a passenger fails to show for a scheduled trip at the scheduled pick-up location. This includes the passenger cancelling the bus after the driver has arrived at the pick-up location.

    Pick-up window: Passengers are required to be ready 5 minutes before their scheduled time as the KAS vehicle may arrive at a pickup point up to five (5) minutes before or after the scheduled pickup time (for example a bus booked for 2:00pm will be scheduled to arrive between 1:55 and 2:05pm). When a passenger is not at the designated pickup area, drivers will wait five (5) minutes from the time of arrival, upon which they will depart.

    Unmet Trip: Trip requests that cannot be accommodated by KAS due to no availability as a result of previously booked passenger trips at the requested time. KAS maintains a “wait list” in the event a trip becomes available due to passenger cancellations.

    C. RATIONALE:

    In 2019 there were 3,740 unmet trip requests. For the same 12-month period in 2019, passengers cancelled 10,482 trips on the day of the trip or were a no-show for their scheduled bus. This provides limited opportunity for KAS to coordinate trips for other passengers who requested trips at those times with no availability, and/or results in wasteful used of KAS resources (e.g. fuel). Many of the unmet trip requests could have been accommodated had passengers provided more notice of needing to cancel their trip or had reduced their overall number of cancellations.

    D. POLICY CONDITIONS:

    This policy applies to any Kingston Access Services passenger who exceeds one or more of the following conditions in a calendar month:

    1. Maximum 8 combined late cancellations and no-shows

    2. Maximum 3 no-shows

    This revised policy will become effective April 1st, 2020.

  • Late cancellations and no-shows are recorded on a single one-way trip basis.
  • When a passenger is a no-show, all subsequent trips for that day are automatically cancelled, and recorded as late cancellations. For example: If you have 3 trips booked in a day and no-show your first trip, the remaining trips for that day are cancelled. This results in 1 no-show and 2 late cancellations for that day.
  • Passengers whose trips have been cancelled following a no-show can contact our office to inquire if the cancelled trip(s) can be re-instated. Trips which cannot be re-instated are still considered late cancellations.
  • E. POLICY ACTIONS:

    1. After exceeding the policy conditions for the first time in a calendar month period, an initial advisory letter will be issued outlining this policy, and informing the passenger (or their registered guardian) of further progressive action that might be undertaken.

    2. Upon exceeding the policy conditions within a 6-month period from the date of the initial advisory letter, Kingston Access Services will send a registered letter to the passenger or guardian of the passenger of further progressive actions that may be undertaken.

    3. Upon exceeding the policy conditions within a 6-month period from the date of the second infraction the passenger or guardian of the passenger will be sent a registered letter informing of a 7-day suspension of services.

    4. Any further infractions within a 6-month period from the date of the third infraction will result in a 7-day suspension of services. When a passenger has no violations for a consecutive 6-month period, their record is reset and the next subsequent violation, if any, will be treated as a first violation as per the above.

    F. Exceptions:

    Late cancellations due to inclement weather on days when school buses are cancelled in the City of Kingston or inclement weather on non-school days at the discretion of the Executive Director shall constitute an exception to the policy and not be factored into determining if a passenger has exceeded this policy. Please note: no-shows on inclement weather days do count towards the policy.

    No-shows by passengers where KAS arrived at an incorrect time, or outside of the pick-up window, or where KAS was at the wrong location are not considered violations of this policy by the passenger. Should a question arise regarding the scheduled time of a trip, the arrival time of the vehicle, or the location of a Kingston Access Services vehicle, the following technology may be used:

  • All KAS vehicles are equipped with “Automatic Vehicle Locators” (AVL) which updates the exact location of vehicles at all times. AVL technology is accurate to 15 seconds and 3 metres (10 feet). AVL technology will be utilized to confirm exact arrival, departure, and location of KAS vehicles.
  • All inbound/outbound phone calls to Kingston Access Services are recorded and will be used should there be question regarding a passenger’s booked time, pick-up location, or time of cancellation.
  • On-board video surveillance technology which can be utilized to confirm vehicle location. For more information on Kingston Access Services Video Surveillance policy please go to Kingston Access Services website.
  • All Kingston Access Services passengers must adhere to this policy. KAS is not permitted by the Accessibility for Ontarians with Disabilities Act (AODA) or Ontario Human Rights Commission (OHRC) to make allowances for:

  • The number of disabilities/medical conditions of a passenger.
  • The severity of disabilities/medical conditions of a passenger.
  • The length of time a passenger has been registered with Kingston Access Services.
  • The availability of a person to call on behalf of the passenger to cancel buses.
  • G. APPEALS PROCESS:

    For policy violations resulting in suspension of service, the passenger may appeal in writing to the Kingston Access Services Board of Directors at:

    Kingston Access Servicess
    Attn: Board of Directorss
    751 Dalton Avenues
    Kingston, Ontario K7M 8N6s

    Or e-mail to info@kingstonaccessbus.com

    The appeal must provide specific details regarding any disputed late cancellations/no-shows. Appeals must be received within 14 days of the mailing of the suspension letter.

    Upon receipt of the notice of appeal, the President of Kingston Access Services Board of Directors shall appoint forthwith a 3 person panel to review the appeal. From the time the appeal is received by Kingston Access Services until a decision by the Appeal Panel is issued, the passenger will continue to have access to services.

    The Appeal panel will review:

    a) Active letters on record to the passenger regarding exceeding this policy;

    b) Information submitted by the passenger regarding disputed violations of this policy;

    c) Supporting documentation and records from the Executive Director regarding disputed violations of this policy.

    Upon reaching a decision, the Appeal Panel will respond to the appellant with information on their decision.

    H. FRIVILOUS APPEALS :

    Passengers who engage in frivolous appeals may be subject to actions up to and including suspension of service.


    TRIP REQUESTS OUT OF REGULAR SERVICE AREA.

    Kingston Access Services service area is the entire City of Kingston, including the rural areas of the City of Kingston. As the City of Kingston is the only municipality which provides funding to Kingston Access Services, we are not required to accommodate any requests originating from or going outside our service area.

    In order provide availability of trips within the City of Kingston, effective January 1, 2019 all trips originating from or travelling outside the City of Kingston limits will require the bus to be chartered. There will no longer be a per kilometre charge for trips up to 10km beyond the City of Kingston limits. If you have a trip outside the City of Kingston limits, we suggest you contact Modern City Taxi or Amey’s Taxi as they have accessible taxis, which can be considerably more cost effective than chartering one of our buses (chartering a Kingston Access Bus starts at $94/hour, minimum charges apply).


    STAT HOLIDAY SERVICE.

    Kingston Access Bus operates with limited service on most Stat Holidays. Please contact our office at 613-542-2512 or go to our FaceBook page for information on upcoming stat holiday service.

  • Permanent bookings are automatically cancelled on the following stat holidays: New Years Day, Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, August Civic Holiday, Labour Day, Thanksgiving Monday, Christmas Day, Boxing Day. Permanent bookings are cancelled and limited service may be operated on a day in lieu if the stat holiday falls on a Saturday or Sunday.
  • If permanent booking trips are required on a stat holiday, passengers must contact our office to book a trip. Regular booking procedures apply starting 14 days in advance, on a first-come, first-serve basis.
  • No trips outside the City of Kingston limits are permitted.
  • When the office is closed, our phones are monitored by an after-hours service, who can take trip cancellation calls from passengers. Please note: Trip bookings can only be made during regular office hours.

  • FARES.

    Effective January 1, 2020 there will be a fare price increase. Please see the “Kingston Access Bus” tab for more information.



    TRANSIT TRAINING

    Kingston Transit and Kingston Access Services are offering “Transit Training” sessions at The Seniors Centre (65 Francis Street). The purpose of the training is to aid seniors in learning about how to use both regular and specialized transit in Kingston. There is no cost to attend the training. Pre-registration is required, however space is limited. Contact the Seniors Centre at 613-548-7810 to register for upcoming sessions.


    How To Keep Informed:.

    Kingston Access Bus periodically produces newsletters with information on various topics such as upcoming stat holiday service, policies, reminders, etc. Newsletters can be obtained via:

  • Directly from drivers (we place notices on the buses when a new newsletter is available)
  • Via e-mail. Please e-mail us at kab@kingston.net to be added to our e-mail distribution list.
  • Kingston Access Bus is also on FaceBook where we post information for passengers.



    Contact our office for information at (613) 542-2512.