STM 2021 Annual Report : Allying agility and mobilization

Press release

The Société de transport de Montréal (STM) has published its 2021 Annual Report, which was marked once again this year by the effects of the pandemic.

“For the STM, one of the greatest challenges of 2021 was adapting to the rounds of lockdown and reopening measures due to the pandemic,” says Éric Alan Caldwell, Chair of the STM Board of Directors. “Despite that, the company showed agility in adapting to the ever-changing pandemic context and was able to continue providing its customers with reliable, safe service, even earning itself an overall satisfaction rate of 75% compared to 70% in 2020.”



  • Change in customer needs and routines due to the pandemic and health measures: 165.5 million trips made in the year, or 44.2% of ridership observed in 2019
  • Down 3.6% compared to 2020 due to health measures being in effect for the full year
  • Comments and complaints
  • Comments and complaints down 6% in 2021 compared to the previous year for a total of 27,708

Universal accessibility

  • Permanent establishment of the Inclusive Mobility learning program for people with functional limitations: instruction provided to 60 customers in 2021
  • Percentage of buses with ramps at the front raised from 73.4% to 85%, with a goal of 100% for 2024
  • Three new elevator-accessible métro stations (Vendôme, Viau and Préfontaine) and 11 more worksites in progress

Bus network

  • Rate of buses out of service for maintenance: 16.2% (down from 19.2% in 2020)
  • Punctuality: 82.2% (stable)
  • Announcement of Mouvement bus, a strategy to increase the number of buses, reserved lanes and priority measures in six critical corridors
  • New priority measures in four corridors to enhance 47,200 trips per day on 15 bus lines
  • Service improvements for workers in the Côte-de-Liesse area
  • Three expanded bus garages ready to receive their shares of 300 new buses
  • Tests conducted with New Flyer electric buses

Transport adapté

  • Trips: 2.1 million (2 million in 2020)
  • Active customers: 28,250 (32,032 in 2020)
  • 40 years of service celebrated
  • Tests conducted with first long-range electric minibus


  • Service offering (kilometres travelled): 85.3 million (86.9 million in 2020)
  • Incidents of five minutes or more per million kilometres: 9.4 (9.2 in 2020)
  • 71st and final AZUR train acquired
  • Inauguration of the new accessible entrance building at Vendôme station, integrated with the McGill University Health Centre and exo train station
  • New special constable status for inspectors and new customer-focused intervention approach
  • Addition of 76 automated external defibrillators to the métro, for at least one per station

Equal access to employment

  • 36.9% of our workforce and 43.5% of our new hires are from visible and ethnic minorities and Indigenous communities
  • Recipient of the Rights and Freedoms Award by the Commission des droits de la personne et des droits de la jeunesse (CDPDJ). The theme was on equal access to employment, which recognized our “innovative initiatives to reduce systemic discrimination and promote inclusive workplaces that are representative of society.”
  • CDPDJ training given to 60 human resources employees and 30 special constables as part of the program Le Pacte pour l’inclusion au travail des personnes immigrantes

Sustainable development

  • A slight reduction in greenhouse gases achieved through the changes in the bus fleet, with 39% of buses now hybrid or electric
  • Electric travel rates now exceed 84%
  • Recipient of the Platinum Envision recognition from the prestigious Institute for Sustainable Infrastructure for the Côte-Vertu garage project, a first in Canada for a public transit project

“In 2021, the STM demonstrated our skill and adaptability, not only in the many major projects completed but also in the service delivered, all in an effort to continue consistently meeting our customers’ transportation needs,” says Marie-Claude Léonard, Interim CEO of the STM. “None of this would have been possible without the contributions of our team of close to 11,000 employees, who once again this year did their jobs with remarkable aplomb.”

Read the full 2021 Annual Report (in French only)