Universal access

Universal Accessibility news

Welcome to the new Universal Accessibility webpage. This tool will help you browse through the site and find the information you need. It features news, métro station accessibility updates and tips on how to get around by bus and métro.

Viau becomes 19th accessible station

On November 30th, the Société de transport de Montréal (STM) will commission the new elevators at Viau station, making it the 19th station in the métro network to be made accessible, in an area with great potential as a tourist destination due to the nearby Olympic Park and Space for Life facilities.

On November 8, the STM will commission the three new elevators at Préfontaine station, on the Green line, making it the 18th station in the métro network to be part of the Universal Accessibility project.

The work began in September 2019 and required several stages to integrate the elevators, most notably the construction of a new entrance building. Other stages included building a mezzanine extension over the platforms and building and setting up new mechanical rooms.

Une nouvelle fonctionnalité pratique est déployée sur les sites Web et mobile destinée à la clientèle se déplaçant en fauteuil roulant, en triporteur et en quadriporteur.

Jusqu’à 60 minutes avant l’arrivée du bus, il est possible de voir si le prochain véhicule est muni de deux emplacements dédiés à la clientèle en fauteuil roulant. Ces bus sont identifiés par ce symbole :

The symbol will be displayed next to the icons of the geolocated buses on the website’s map, and near the transit times in the list of upcoming departures.

Universal access

The purpose of this section
It provides you with all the information you need to travel within our networks.

Who this section is for
It benefits all customers, especially those with functional limitations who want information on how to get around by bus and métro.

Mobility aids

  • The network is accessible to most customers using manual and motorized wheelchairs and three- and four-wheel scooters.

Restrictions

  • Maximum length of 117 cm (46 inches).
  • Maximum width of 66 cm (26 inches).
  • Wheelchairs equipped with large rear seat bags are not recommended.

Guide dogs and service dogs

  • All customers are entitled to accompaniment by a guide dog or service dog required for a disability.

Planning your transit ride

Active worksites

  • Is there a service slowdown or disruption?

Bus service updates

Métro service updates

Elevator service updates

  • Website:View a planned or real-time itinerary or schedule.
  1. On the home page, click on the Schedules and Maps tab or click on the Getting Around heading, and then on the Schedules and Maps tab.
  2. Type in or select your bus line and its direction.
  3. Type in or select the name of your stop
  4. Important: Check the “Display only arrival times of buses with front ramp” box.
  5. Click on the “search” button (right next to the checked box).

Under the Menu tab in the bottom right-hand corner of the screen, select “Show departure times for buses with front ramps only.” Now your search results will show departure times for buses with front ramps only.

m.stm.info


Schedules for buses with a ramp at the front are identified by the wheelchair pictogram on Transit and Chrono apps, our partners. These apps are accessible without an internet connection. No need to be connected to review bus schedules.

For more information about these apps, visit the Mobile apps gallery.


  1. Call 514 288-6287 (514 AUTOBUS).
  2. Choose option 1 – Bus schedules
  3. Choose option 3 – Low-floor bus schedules
  4. Choose option 1 for specific wheelchair-accessible bus service


You will need to enter your bus stop’s five-digit code and bus line number. You can see that code on the bus panel at your stop or by finding it under Schedules from the home page.


  •  Customer service: For all questions or help planning your trips, call 514 786-4636 + extension 4.

Viewing your overall trip

  1. Open the STM website: https://www.stm.info/en
  2. On the home page, under “Your trip,” choose a starting point. It is possible to pick a bus stop.
  3. Pick a destination.
  4. To choose a suitable schedule, select your desired departure time under “Leave” or an arrival time under “Arrive.”
  5. Set the date and time of the trip in the calendar using the drop-down menus.
  6. Click on “Get itinerary.”
  7. Pick your preferred route.

The first itinerary is not always the best route. We recommend planning your trip using the most frequent bus lines.

Viewing each segment of your trip

You must repeat all these steps to view every segment of your trip. It is important to consult these details when your trip has multiple transfers.

Métro segment

Remember to note the line changes.

Bus segment

  1. Choose a starting point in the list of itineraries. The page for the stop will open.
  2. For an itinerary on another day, click on the “Week” tab.
  3. Tick the box “Only passages of buses with a front ramp are displayed”.
  4. Press “Start search.”
  5. Check the list to see if the schedule is suitable for you.
  1. Open the Google Maps webpage: https://www.google.com/maps/.
  2. Click on the “Directions” button.
  3. Select the public transit icon.
  4. In the first field, enter a starting point.
  5. In the second field, choose a destination.
  6. In the drop-down menu, select “Leave now,” “Depart at” or “Arrive by.”
  7. Select the desired date and time.
  8. Click on “Options.”
  9. Set your preferences by checking the appropriate boxes, either “Bus” and/or “Subway”.
  10. Click on the “Wheelchair accessible” button under the Routes section.
  11. Select your preferred itinerary from the list.
  12. You can view more routes by clicking on “Schedule explorer.”
  1. Open the STM mobile website:http://www.stm.info/en.
  2. Click on “Your trip.”
  3. Choose a departure address. It is possible to pick a bus stop.
  4. Pick an arrival address.
  5. To choose a suitable schedule, select your desired departure time under “Leave” or an arrival time under “Arrive.”
  6. Select the date of your trip followed by the time..
  7. Click on “Get itinerary.”
  8. Pick your preferred route.
  9. The first itinerary is not always the best route. We recommend planning your trip using the most frequent bus lines.
  10. Press the departure stop and its details will open.
  11. For itineraries on a different day, use the “Today” tab.
  12. Check the box “Only show routes with buses with front access ramps.”
  13. Click on Update schedule.
  14. View your preferred departures in the list.
  15. Repeat steps 10 to 14 when your trip has a transfer to verify that the bus line schedules align.
  16. Pick your preferred route.
  1. Open the Chrono app.
  2. Click on the “Bus” tab.
  3. Select “Société de transport de Montréal.”
  4. Choose a bus line.
  5. Input a destination.
  6. Choose a stop in the list.
  7. Make sure that the schedule has a wheelchair symbol.

    In winter, accessible service is offered at accessible bus stops. However, under conditions of heavy snowfall or freezing rain, safely extending the ramp at accessible bus stops may prove too difficult.

    Get all the information before leaving

    When weather conditions are changing rapidly, messages to wheelchair users are displayed in a blue banner on our website.

    When heavy accumulations are expected

    The following message is displayed in a blue banner on our website's home page:

    Wheelchair users, please note: due to weather forecasts, providing service at accessible bus stops may prove difficult.

    This message means that offering service at accessible bus stops may not be possible over the next few hours, depending on how weather conditions evolve. Please pay attention to this when planning your return trip.

    When it is still snowing heavily 

    The following message is displayed in a blue banner on our website's home page:

    Wheelchair users, please note: due to current weather conditions, extending the ramp at accessbile bus stops may be impossible.

    This message means that because of heavy accumulations, it may be impossible to safely extend the ramp for passengers boarding or exiting at certain accessible bus stops. If that was the case at your destination stop, the driver may have no choice but to let you off at another stop.

    During a major snowstorm

    The following message is displayed in a blue banner on our website's home page:

    Wheelchair users, please note: due to the snowstorm, we suggest that you postpone your plans and travel another time.

    This message means that we are seeing very difficult road conditions across the city. As a result, it may be impossible to extend the ramp for boarding or exiting passengers at several accessible bus stops.

    Purchasing a transit fare

    Need a transit fare?

    We have the right fare for you.


    With an OPUS card reader

    Use an OPUS card reader: Use a computer to reload your OPUS card without leaving the house! Order your very own OPUS card reader to buy fares online. Payments by credit card only.


    We’re here to answer all your questions

    Espaces clients : Stop by one of our Espaces clients booths in the métro.


    Buy your transit fares, anywhere!

    List of authorized retailers:Find the nearest authorized retailers and their accessibility rating in the list below..


    OPUS Card

    • Register your OPUS card: Protect your card against loss and theft. You will be able to replace it and recover the valid transit fares that were on your card when you reported it missing.
    • OPUS à l’année:Annual subscription program for the STM bus and métro network in the Montréal region. It is available for regular monthly fares and reduced fare passes for 65 years and over.
    • To pay the reduced fare, you need to load fares on your registered photo ID OPUS card.
    • Students:Get your student photo ID OPUS card.
    • 65 years and over:Get your photo ID OPUS card.

    Persons with a visual or intellectual disability who can use the STM transit system but still need to be accompanied to find their way more easily or for their personal safety can obtain a Companion card (Carte d’accompagnement).

    The companion card provides free travel for the person who accompanies the cardholder while he or she uses STM’s bus and métro transit system.

    Validity

    • Cardholders must pay their own fare to bus driver or métro station agent
    • Companion card must be shown to bus driver or métro station agent so that travel companion may ride transit free of charge
    • You must comply with the period of validity of the fare card used by the holder of the companion card
    Texte important

    NOTE : Photo OPUS cards issued by Transport adapté may serve as a companion card when used with STM’s bus and métro system.

    Costs

    • The companion card is issued free of charge
    • The travel companion rides transit for free
    • Companion card holders must pay for their ride

    Applying for a companion card

    For persons with an intellectual disability

    1. Download this form
      1. The form is also available through the DI-TSA portal of the Centre Intégré Universitaire de Santé et de Services sociaux de Montréal (CIUSSS) in your area (see contact information in the Participating agencies section below).
    2. If you receive any services from the DI-TSA program, you can also request the form from your case worker.
    3. Fill out sections 1 and 2 on the form.
    4. Send your duly completed form with your photo to your CIUSSS case worker. He or she will review it all and forward the documents to STM.

    For persons with a visual disability

    1. Download this form
      1. The form can also be obtained through your rehabilitation centre.
    2. Fill out sections 1 and 2 on the form.
    3. Send your duly completed form with your photo to your rehabilitation centre.
    Texte important

    A professional  will complete the form and forward it to STM, to have the card issued. You will receive it in the mail.

    Obligations

    The holder of an STM companion card is required to:

    • Show the companion card when paying their fare
    • Inform STM of any change of address
    • Inform STM as quickly as possible if their card is damaged, lost, or stolen
    • Not allow card use by anyone else
    • Immediately return card to STM if it is not being used

    Participating agencies

    Contact the social services agency in your area

    For persons with an intellectual disability:

    DI-TSA portal of the Centre Intégré Universitaire de Santé et de Services sociaux (CIUSSS) in your area:

    • CIUSSS de l’Est-de-l’île-de-Montréal: 514 524-3288
    • CIUSSS du Nord-de-l’île-de-Montréal: 514 384-2000 ext. 8332
    • CIUSSS de l’Ouest-de-l’île-de-Montréal: 514 363-3025 ext. 2257
    • CIUSSS du Centre-Ouest-de-l’île-de-Montréal: 514 488-5552 ext. 1250
    • CIUSSS du Centre-Sud-de-l’île-de-Montréal: 514 527-4525

    For persons with a visual disability:

    • Institut Nazareth et Louis-Braille: 450 463-1710
    • Centre de réadaptation MAB-Mackay: 514 488-5552

    For more information about the companion card

    Contact one of the following:

    • The DI-TSA portal of the CIUSSS in your area (see section above for contact information)
    • Your visual disability rehabilitation centre
    • Office des personnes handicapées du Québec (OPHQ): 1 800 567-1465
    • Regroupement des usagers du Transport adapté et accessible de l'Île de Montréal (RUTA): 514 255-0765
    • Société de transport de Montréal (STM): 514 786-4636 (STM-INFO)
    Texte important

    Do you have a companion card issued by either the RTL, STL, RTC, ST Lévis or RTM? If so, your travel companion can ride the STM transit network for free.

    Waiting for the bus

    Bus stop signs

    • Bus stop signs provide valuable information for your trips:
    • Bus line number
    • Direction
    • Accessibility (wheelchair symbol)
    • Stop code


     


    Infobus signs

     

    Infobus signs show the planned schedules of buses at the stop.


    Information terminals

    The information terminals display the next arrival of buses in real time.


    Digital bus shelters 

    Digital bus shelters include screens that display real-time schedules (in minutes) or planned schedules (in time of day).


    Information on the bus

    • The bus line number is indicated at the top.


     

    • A wheelchair symbol is displayed near the door with the ramp.
    • If the bus has two spaces for wheelchairs, the icon will be placed near the front door:

    Getting on and off the bus

    When getting on the bus

    • You can ask the driver to lower the front of the bus to meet the curb.
    • People with strollers, walkers, canes or wheelchairs have priority when boarding the bus.


     

    Getting on a bus with a ramp

    1. Be at the front of the line: you board the bus first.
    2. Let the customers exit the bus before getting on.
    3. Wait until the ramp is fully extended before boarding the bus.
    4. Tell the driver where you’ll be getting off.
    5. Inform the driver to wait until you are safely positioned in the designated area before departing.

    C

    Getting off a bus with a ramp

    1. Let all the customers exit the bus.
    2. Wait until the bus has come to a full stop before making your way to the front.
    3. Wait until the ramp is fully extended to the curb before getting off the bus.

    Validating your transit fare on the bus

    Tap your OPUS card on the reader or insert your paper fare or exact change in the designated slot.

    The types of card readers on buses

     

    Tap your OPUS card on the reader or insert your paper fare or exact change in the designated slot.

    Forms of payment

    • OPUS card loaded with fares prior to the trip.
    • Magnetic fare card.
    • Cash (only in the fare box, at the front of each bus).

    Aboard the bus

    Asking the driver for assistance

    • Freeing up reserved seats.
    • Notifying the driver of your stop in advance.
    • Asking for directions if there is a detour.

    Reserved seats

    • Giving up reserved seats.                          
    • Clearing the aisle to access the reserved area and seating.
    • Observing your surroundings.
    • Taking note of areas with blue, yellow and red signs.

    Guide dogs and service dogs

    • All customers are entitled to accompaniment by a guide dog or service dog required for a disability.

    Requesting a stop by pressing the blue button


     

    Transfers within the network

    Transfers:All transit fares allow you to transfer between bus lines and the métro without having to pay a second time.

    • Keep your validated fare during the entire trip, as inspectors may ask to check it.
    • Validated fares are good for two hours.
    • You cannot make round-trips or resume your trips once you have left the bus or métro station, even when returning to the same bus or métro route.

    Inside the métro station

    Directions outside the station

    • Blue exterior sign (illuminated sign): Shows where to access entrance building.

    • Black banner on the entrance building: Displays the name of the station.

    • Accessible entrance buildings: Identified by the elevator symbols.

    • Automatic butterfly doors: Identified by accessibility symbols and a "motorized door" sign. Press the blue button to open the doors.

      

    Directions inside the station

    • Levels in a station


     

    • Elevators

    • Signage in stations

    Purchasing and validating a transit fare

    Fare vending machines: Buy all types of fares and reload your OPUS card. Cash, debit card and credit card payments are accepted.

    Reloading terminals: To reload your OPUS cards with all types of fares. These machines are wheelchair accessible but do not accept cash payments.

    Station agents and Espace client: Buy all types of fares and reload your OPUS card. Payment terminals are accessible and accept debit cards and credit cards.


     

    Travel companions:If you do not use paratransit services but have a mental or visual impairment, you are eligible for a companion card.

    Validating fares

    There are two ways to enter: the turnstiles and the fare gates. Only the red gates are accessible for wheelchair users.

    Keep your fare handy as it is your proof of payment.

    Assistance

    Assistance stations.

     

    Black phones near the booth: Speak to a station agent.

    Audio announcements in the station: The entire network is equipped with speakers that share audio announcements to customers and staff.

    Station agents and inspectors can help you in the event of a problem.

    Services provided at Espace client booths:

    • Buy a fare with a debit/credit card or contactless payment (paypass).
    • Get a form to apply for a reduced fare OPUS card.
    • Register your OPUS card.
    • Have a purchase error corrected.
    • Replace an expired or defective OPUS card.
    • Recover the fares on a lost, stolen or damaged registered OPUS card.
    • Obtain a refund.
    • Open during métro hours, 7 days a week.

    See the complete list of Espaces clients.

    If an emergency situation happens, find the Assistance panel on the train platform and pick up the red telephone to speak with a métro employee. If you or someone in the station requires immediate assistance, our employee will quickly get in touch with first responders. You can also speak directly with any station employee.

    If you are on the train and you or someone near you needs assistance, use the intercom to speak with the metro operator up front. He/she can then take immediate action to get more help or intervene directly to help out the person in need.

    If the emergency brake is used as your initial reaction, the train will remain stopped if it has not already pulled out of the station. If it is already running, the train will stop at the next station. The operator will then have to walk to the car where the brake lever was pulled to assess the situation before contacting the métro’s control centre and initiate appropriate action if needed. Keep in mind that using the intercom can save valuable time! 

    STM staff will retrieve mobility aids and return them to owners following an incident, if necessary.

    Waiting on the platform and boarding/exiting the métro

    Before boarding and on the platform

         
     

    Boarding the métro car


     

    Boarding the first métro car

    1. Head to the first metro car to be visible to the operator.
    2. Position yourself with your back to the wall and engage your brakes. Avoid moving while the métro is moving.
    3. Fasten your wheelchair seat belt if you have one.


     

    Exiting the métro car

    Find the name of the station on the walls and pay attention to the audio instructions.

    Leaving the station

    Follow the signage to find transfers or exit the station.

    Transfers

    Transfers:All transit fares allow you to transfer between bus lines and the métro without having to pay a second time.

    • Keep your validated fare during the entire trip, as inspectors may ask to check it.
    • Validated fares are good for two hours.
    • You cannot make round-trips or resume your trips once you have left the bus or métro station, even when returning to the same bus or métro route.

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