New 2021 features of the next version – SIRTA

For the last year, SIRTA has displayed your vehicle’s estimated time of arrival (ETA) for departures (pick-up). The next version of SIRTA will also show the ETA  at your destination (drop-off).

  • The ETA at your destination will display in a grey banner, underneath the yellow banner that currently displays your vehicle’s ETA for departures (pick-up).
  • If you use a screen reader, the destination ETA will be read immediately after the departure ETA.
  • The time will be displayed 30 minutes before your confirmed reservation time and will be updated every two minutes. Please note that the time may change depending on traffic conditions along the route.

You will now be able to notify Transport adapté of any specifics related to your pick-up or drop-off at a specific address to help them find the location.

  • When reserving a new trip, you must first choose your address. Then, you will see a button to click if you would like to add additional information about that address.
  • This new feature will be available in all trip reservation sections—regular, occasional and metropolitan—for both the departure and the destination addresses.
  • Adding this additional information is optional. Only do so if you would like to add details about a specific address.
  • Once you add information about an address, it will be saved to your file and applied to all future trips to that address, unless you check the “Temporary” box. In that case, the information will only apply to the trip that you are currently reserving.
  • For some addresses, you will not be able to add additional information because the pick-up or drop-off location is pre-set for all customers. In that case, the button will be greyed out (unclickable).

Here are some tips for using this new feature:

  • Don’t include any confidential information
  • Only include information related to your pick-up or drop-off at that address

Examples:

  • Door #3, use the side door, building B, enter via alleyway, enter via back parking lot, enter via Saint-Laurent St, etc.
  • Give the name of a store, pharmacy, grocery store, etc.
  • Buzzer code: #1234 (if needed to enter the vestibule)

The text displayed when users report a delay has been slightly modified. The feature still works the same way.

*Certain trips cannot be reserved directly via SIRTA:

  • Trips to and from the CHUM, as there are two different pick-up and drop-off points at that address.
  • Trips to public places where luggage is accepted, as arranging the necessary space for luggage involves manual handling.
  • Trips with a travel companion using a mobility aid.
  • Trips with a mobility aid that is not in the user’s file.

Make sure you check your destination’s hours before reserving.

A few clicks to reserve

Avoid waiting on the telephone at any time with SIRTA. You can request regular transportation or an occasional ride, and view all confirmed trips for a 7-day period. You don’t know SIRTA yet? Go to stm.info/ta and take a look at the videos. An agent can also coach you when you make a reservation  for the first time. Call either customer service at option 4 or  the reservation desk at option 1 to ask for someone. One of our staff member will call you back to assist you with SIRTA.

How to use SIRTA

Have you tried the online reservation system yet ? No need to wait any further, it’s so convenient.

A Transport adapté customer, Martin Juneau shares his tips about reserving trips online with SIRTA.

Consult the accessibility page for more info on the external medias.

See Reserving with SIRTA is easy and convenient! on YouTube

Take a look at our videos showing the online reservations process, one step at a time.

Be advised that some videos were filmed with an earlier version of SIRTA.

Log into account

Consult the accessibility page for more info on the external medias.

See Log into account on YouTube

Password forgotten

Consult the accessibility page for more info on the external medias.

See Password forgotten on YouTube

Reserving occasional transportation one-way trip

Consult the accessibility page for more info on the external medias.

See Reserving occasional transportation one-way trip on YouTube

Reserving occasional transportation two-way trip

Consult the accessibility page for more info on the external medias.

See Reserving occasional transportation two-way trip on YouTube

Reserving regular transportation one-way trip

Consult the accessibility page for more info on the external medias.

See Reserving regular transportation one-way trip on YouTube

Reserving regular transportation two-way trip

Consult the accessibility page for more info on the external medias.

See Reserving regular transportation two-way trip on YouTube

Reserving a transportation for a new address

Consult the accessibility page for more info on the external medias.

See Reserving a transportation for a new address on YouTube

Review your schedule of trips

Consult the accessibility page for more info on the external medias.

See Review your schedule of trips on YouTube

Cancelling occasional transportation

Consult the accessibility page for more info on the external medias.

See Cancelling occasional transportation on YouTube

Suspending regular transportation

Consult the accessibility page for more info on the external medias.

See Suspending regular transportation on YouTube

Permanently cancelling regular transportation

Consult the accessibility page for more info on the external medias.

See Permanently cancelling regular transportation on YouTube

Questions/Answers

The estimated arrival time is recalculated every two minutes, based on your vehicle’s geolocation. Depending on events that can happen on the road, the estimated arrival time may be adjusted during the minutes before you board. It is therefore a good idea to check your vehicle’s arrival time in SIRTA as your window of arrival draws nearer.

It seldom happens, but the estimated arrival time could be incorrect due to a technical vehicle geolocation problem or if something happens along the way. This means the estimated arrival time could be temporarily advanced or delayed. In all cases, customers are responsible for being ready and at the pick-up point during their vehicle’s 30-minute window of arrival.

Exceptionally, your trip may momentarily be adjusted by the Transport adapté control room. The window of arrival remains unchanged. However, if your estimated arrival time is not displayed again within a few minutes, you can contact the customer contact centre for more information.

It’s rare, but sometimes your vehicle’s estimated arrival time may be updated further to an exceptional situation such as a problem with GPS coordinates or a route change as your vehicle’s makes its way to you. The new time shown after this kind of update may be considerably before or after the time that was initially shown.

You must use four sections to reserve metropolitan trips:

  • Under “Request for occasional transportation” :
    • “Create a one-way trip – Metropolitan”
    • “Create a round trip – Metropolitan”
  • Under “Request for regular transportation” :
    • “Ask for a one-way trip - Metropolitan”
    • “Ask for a round trip - Metropolitan”
  • Metropolitan trips are not immediately approved and will be under “Requests for trips in progress” while the STM processes the request and confirms the trip; all within 48 hours or less. However, be assured that if you book a trip for the next day, it will always be confirmed before 6 pm the day before that trip.
  • You can make a metropolitan reservation before noon for a trip the next day.
  • Also, under the metropolitan trip request sections, you can use the “Search addresses” feature to search a metropolitan address. Metropolitan public places, your favourite addresses and your metropolitan trip history are also available.
  • If you are travelling by minibus only, you must contact the reservation centre at 514-280-8211 option 1.

You can cancel several trips in batches by using the trash can icon (cancel trips by batch). You must have at least one trip scheduled to access this icon.

It is displayed under the welcome message. The time is displayed 30 minutes before the start of your window of arrival and updated every two minutes, based on the vehicle’s geolocation. For customers using a screen reader, the message will be read when you connect to the page and when the estimated arrival time is updated.

In rare cases where we experience a computer system disruption, this estimated time cannot be updated based on the vehicle’s geolocation, a situation that we are still unable to convey to our customers.

The following are a few examples of times displayed during a disruption.

This anomaly can be for the following reasons:


1.
A cancellation by the previous customer caused the estimated time to jump ahead to a much earlier time in your window of arrival or to the start of your window of arrival.

Note that the system will never allow a time earlier than the start of the window of arrival to be displayed.

Example: For a window of arrival of 10:00 to 10:30 a.m., no expected arrival time before 10:00 a.m. will be displayed.

2.
A GPS or computer system disruption can result in the estimated arrival time not being updated for a certain period.

Once the service is restored following the disruption, the time may jump ahead or be pushed back considerably, since the geolocation, customer cancellation or customer addition data will be updated.

3.
A trip change can cause this type of anomaly.

Example
A delay can push your estimated arrival time past the end of your window of arrival. However, if an STM employee finds another vehicle to offset the delay, the expected arrival time will jump ahead.

This anomaly can be for the following reasons:


1.
A last-minute addition to the schedule can result in your trip being pushed back to a much later time in your window of arrival.

Example
Your trip is planned for the beginning of your window of arrival. Fifteen minutes before the start of your window of arrival, we add a customer before you, while still respecting your window of arrival. It is therefore possible that your trip is now expected for the end of your window of arrival.

2.
A vehicle was changed.

Example
The vehicle designated for your trip breaks down and we have to find another vehicle. The estimated time displayed will suddenly change to a much later time based on the new vehicle’s geolocation.

3.
A GPS or computer system disruption can result in the estimated arrival time not being updated for a certain period.

Once the service is restored following the disruption, the time may jump ahead or be pushed back considerably, since the geolocation, customer cancellation or customer addition data will be updated.

It may be the result of one of the following:


1.
The driver arrives at or near the destination; however, for various reasons, he does not pick up the customer right away.

This type of situation occurs when the vehicle is very close to the address (for example, at a business right next to your address) or when the previous customer is very close (100 m or less). The GPS indicates that the vehicle has arrived, although that is not exactly the case.


2.
A GPS or computer system disruption can result in the estimated arrival time not being updated for a certain period. If you check the time during a disruption, it may be incorrect.

  • If a disruption lasts a long time, the original expected time is displayed. For a customer with a window of arrival of 10:00-10:30 a.m. and an expected time of 10:00 a.m., SIRTA will display 10:00 a.m., since we will not have received any geolocation information because of the disruption.
  • If the disruption is recent, the estimated arrival time displayed on SIRTA is the last updated time based on the geolocation information.


Example
A trip is originally planned for 10:00 a.m. (window of arrival of 10:00-10:30 a.m.). At 9:44 a.m., the expected time is now 10:05 a.m. However, a GPS disruption occurs at 9:45 a.m. The time displayed will remain 10:05 a.m. from the time the disruption occurs (9:45 a.m.) until it is over.

You can print or export your list of upcoming trips in Excel format (under “My schedule for the next 7 days”) by using the “Export my trips for the next 7 days” tab.

A section allows you to “Update my profile and mobility aids.” This sends a request asking our customer service to update your profile. Customer service will contact you if you want to update your mobility aids. Your request will be processed within 5 business days.

A section called “Request my trip history” also allows you to request that customer service send you a printed history of your trips by email or regular mail. You can request a maximum history of up to two years. Your request will be processed within 5 business days. Additional time may be needed if you selected “mail” as your transmission mode.

Restrictions during bad weather conditions are directly applied in SIRTA (for example: you will be given the opportunity to reserve on SIRTA outside peak hours during a snowstorm day).

A regular trip’s end time is displayed for your trips in the section « My regular transportation schedule ».


For more information, see the SIRTA User Guide in PDF Format or see the SIRTA User Guide in Word Accessible Format

Top of page