Flexibus FAQ

Here’s a map of the areas where Flexibus is up and running. For more on upcoming phases of the Flexibus rollout, see the Flexibus webpage.

Unlike traditional public transit options, Flexibus doesn’t have fixed routes. There are virtual pick-up and drop-off points throughout the area served, so you can get on or off wherever you want.

Yes, Flexibus is available to anyone who needs to get around in a Flexibus service area. 
However, the entire Flexibus trip (departure and arrival) has to be within the same area. Flexibus is a quick-response service, so you shouldn’t book your trip until you get to the service area. If you can’t book early, please allow yourself enough time to get to your pick-up point after you book.

To travel outside a Flexibus service area, you’ll need to transfer to another mode of transportation, such as an RTC bus. 
For more information, see the “How it works” section.

Yes, you can get on or off Flexibus at any bus stop in a Flexibus service area and transfer to the RTC system.

But keep in mind that Flexibus isn’t synchronized with the rest of the RTC.

Yes, booking is required to ride Flexibus. Reservations are made in real time, because vehicles in the service area free up quickly. You can also track the status of your booking or cancel it on the Flexibus app.

No, Flexibus isn’t a door-to-door service. It’s public transportation without fixed routes or schedules that adapts to requests based on riders’ selected departure and destination addresses. You get on and off either at virtual pick-up and drop-off points or RTC stops within the Flexibus service area. You’re assigned to the on-off point nearest to your departure address (the nearest intersection) to minimize your walking distance. It might well be an RTC stop if there are bus routes near your departure address.

Flexibus vehicles can carry up to 7 seated passengers, or 5 in the seats with 1 in a wheelchair or on a scooter.

Flexibus is being progressively rolled out until 2025. New service areas will be added each year. 

For more on phase-in, see the Flexibus webpage.

Yes, current bus routes will be maintained. Flexibus is meant to round out current RTC coverage in the areas in question.

RTC’s Integrated Mobility Support Service (SAMI) is the place to go for help using Flexibus. 
SAMI provides free theoretical and practical support for people who want to get better at using public transit. To take advantage of SAMI services, call 418-627-2511 for an appointment or just drop by the office.
SAMI is located at 820 avenue Ernest-Gagnon at chemin Sainte-Foy. It’s open 8 a.m. to 6 p.m., Monday to Friday, except holidays. 

To find out how to create a Flexibus account online or on the Flexibus app, see the How to book section for new riders

Yes. Creating an account is free, but you can’t book a Flexibus ride without it. With a rider account, you can track your bookings in real time and the driver will be ready for you when you board.
To find out more, see the Terms of use.

You need to be at least 12 years of age to book Flexibus. To find out more, see the Terms of use.

Yes, you can ride with up to 6 other people. You need to specify the number of people riding with you when you book (not counting children in your lap), because vehicle capacity is tracked in real time. 

Wait times is about 30 minutes, but it depends on the number of bookings.

Since Flexibus is a real-time service, you’re expected to be ready to leave when you book.

You’ll get a confirmation text, email, or phone call (depending on how you booked) as soon as your booking is logged.

Flexibus is a real-time service designed for on-the-spot bookings (approximately 30 minutes wait times).

You’ll get an estimated time of arrival with your booking confirmation. The time will depend on traffic conditions and other bookings in the Flexibus service area. Still, your ETA shouldn’t be more than 5 minutes off.

To change your booking, just cancel it and make a new one.

You can cancel a booking up to 3 minutes before the estimated Flexibus pick-up time.

No, as long as you cancel before the deadline (3 minutes before the estimated Flexibus pick-up time). Note that riders who miss a certain number of Flexibus bookings without cancelling may have their accounts suspended.

Two ways:

• Online at https://flexibus.app.ridewithvia.com/ 
• By phone at RTC customer service, 418-627-2511.

Call RTC customer service at 418-627-2511, option 1, to report a problem or for support.
Monday to Friday: 7 a.m. to 7 p.m.

Saturdays, Sundays, and statutory holidays : 8 a.m. to 5:30 p.m.
 

Riding the Flexibus costs the same as the regular bus.
Any RTC ticket (including passes) is valid for riding Flexibus. 

For more information, see the RTC Fare Schedule.
 

Passengers validate their tickets on boarding, either by

• Scanning their smart card (OPUS or Occasional) on the scanner. (Please note that the system will only accept one rider per smart card) OR
• Showing the driver their paid-up ticket on the RTC Nomade Payment app OR
• Showing a transfer they were given when they paid their fare on an RTC bus.

Note: Flexibus doesn’t take cash or sell tickets, and drivers don’t issue paper transfers. 

Be sure to have your ticket before you book.
 

Yes, you can use any valid transfer—paper, smart card (OPUS or Occasional), or RTC Nomade Payment app.
Smart cards give you the same amount of time to transfer as on the regular bus system (90 minutes). 

Yes, smart cards from other transit systems are accepted, as long as they have a valid RTC fare encoded on them.

If other fares are added to the RTC fee schedule, they’ll also apply to Flexibus. 

Yes, the Flexibus app lets you save favourite addresses, like your home or previous destinations.

However, your pick-up and drop-off points can’t be saved to your favourites. They’re generated automatically each time you book.

No, because it’s a dynamic system that responds to the supply and demand when you book to work out the best route. 

Not really. Because there are virtual pick-up and drop-off at every street corner, a map showing them all would be hard to display. For readability, the map that’s displayed when you book just shows the actual pick-up and drop-off locations for your ride. 

No, you select your departure and destination locations, and the booking system automatically assigns you the virtual stops closest to where you want to get on (1 suggested pick-up point) and off (1 suggested drop-off point).

The time you have to walk to your pick-up point is indicated in your booking confirmation.

Your pick-up and drop-off points are shown on the map when you book.

The best RTC transfer stops for your route are shown on the map when you book. You can select one as your destination when you book. 

Real-time RTC bus schedules are available on Nomade and the RTC website. 

No, trip planners can’t combine Flexibus with a regular bus rides in a single trip

Currently there are no plans to develop trip planners in the early phases of Flexibus rollout.

Flexibus’s software program does incorporate changing traffic conditions. But unforeseen events can always occur.

You’ll get a brief survey at the end of your ride where you can rate Flexibus (1 to 5 stars) and comment on the service you received.
If you have more to say, you can use the RTC online form. 
 

The survey goes out on the Flexibus app with every booking. Please take a few seconds to complete it and help us improve.

Flexibus uses virtual pick-up and drop-off points.
You enter a departure and destination address when you book, and the system generates a virtual pick-up and drop-off point at the street corner closest to each address.

Yes, you can select an RTC stop as your departure point or destination when you book (just like an address) to facilitate transfers between Flexibus and regular RTC buses.

If you want transfer to an RTC bus, you have 3 options:

• If you know the RTC stop where you want to transfer, choose it on the map as your destination and Flexibus will take you there. 
• If you don’t know the RTC stop where you want to transfer, you will see a few recommended stops for the transfer. The stops will be displayed on the map in the app. Just select them as your destination and Flexibus will take you there.
• If you’re at an RTC stop and want to book with Flexibus to finish your trip, the mobile app will locate you. All you need to do is enter your destination, such as your home.

The Flexibus app lets you track your vehicle in real time on a map and see its ETA

The entire route (streets taken and ETA) is updated in real time on the app.

The side of the street is shown on the map and given in the instructions you get with your booking confirmation.

A certain amount of time is allotted for you to get to your pick-up point or RTC stop, board, ride, and get off. All times are calculated to help you get where you want to go quickly and efficiently. 

If circumstances permit, you can cancel a booking along the way (see Cancellations). Otherwise, the driver will have to report a missed booking.

The estimated arrival time is updated in real time within the app.

In case of an incident with your Flexibus (an accident or breakdown), a message will be sent as soon as possible via the channel you’ve chosen (email, text, or push notification).

No. For safety reasons, you can’t call your driver directly.

No. Flexibus operates by advance booking only, since capacities and routes are calculated in real time for each vehicle.

Flexibus vehicles are specially marked (blue and yellow with the Flexibus logo), so they’re easy to spot. Each one has its own number (starting with F), which is shown on your booking.

Then when you board, the driver may check your name against the list of bookings.

You don’t need to show ID to ride Flexibus. If necessary, the driver may ask you for your first name to make sure you’re in the right place.

No, you have to cancel and book again. Ride times are based on the specifics of bookings, which include special needs.

Yes. Flexibus is public transit, and vehicle routes are automatically calculated and optimized in response to multiple booking requests. So picking up other riders along the way may affect when you arrive. 
However, Flexibus is committed to being within 10 minutes of the ETA in your booking confirmation, even if other passengers get on or off.

You can have a bag or other item that fits in your lap. Strollers are allowed but must be folded before boarding. You can’t bring anything that obstructs the driver or other passengers, or that might be a safety hazard. If you do, the driver is entitled to refuse to let you board.

Yes, all Flexibus vehicles are accessible to wheelchair users who can get around on their own. You do however have to mention your wheelchair when you book. To do so, select the accessibility option in your rider account. The measurements are the same as those for regular RTC transportation.

Yes, Flexibus vehicles can carry one compact model scooter each. To book, select the accessibility option in your rider account. 

Yes, Flexibus vehicles are motor vehicles, so the Highway Safety Code  requires all passengers to wear seatbelts. The driver can help passengers using mobility aids (wheelchairs or scooters) with their seatbelts and securing their equipment.

No. Any child who would otherwise need a child seat must be held in an adult’s arms, according to the Highway Safety Code .

No, because Flexibus vehicles are motor vehicles and the Highway Safety Code  prohibits standing up in a motor vehicle.

If you haven’t boarded yet, you’ll be notified via the means of communication you selected (push notification, text, or email).

The Flexibus lost and found is at SAMI, and you can check for your stuff the day after your trip. You can also fill out a lost and found form to see if it’s been handed in: https://www.rtcquebec.ca/en/customer-service/lost-and-found-form.

SAMI is located at 820 avenue Ernest-Gagnon and chemin Sainte-Foy. It’s open 8 a.m. to 6 p.m., Monday to Friday (except holidays). Phone 418-627-2511.

Flexibus will have 9 vehicles in 2022. Flexibus is being progressively rolled out until 2025. New vehicles and new service areas will be added each year.

For more information, see the Flexibus webpage.

Flexibus operates Dodge Promaster 2500 vans.
To find out more about the vehicle’s design and comfort features, see the On-Board Experience section.

Flexibus vehicles can carry up to 7 seated passengers:

• 4 in individual seats
• 3 in folding seats or
• 1 wheelchair space