FAQ About the GOVA Plus App and New Booking Process

Q. What is the GOVA Plus app?

A. The GOVA Plus app is an app that allows users to book their rides, view all their booked trips, cancel trips, receive live updates on the location of their bus, pay  their fare and rate their ride following their trip. Users can also sign up for text alerts for updates on when their bus will arrive.

App users can choose which features of the app they would like to use. Even if the app is not used to book trips it can still be used to receive live updates on the location of your bus or to view your booked trips.

Q. How do I get the app?

A. The GOVA Plus app can be downloaded from the App Store or Google Play. A web-based version of the app is also available at https://book.govaplus.rideco.com/.

Q. What information do I need to use the app?

A. You will use your name, phone number and individual email address to register in the GOVA Plus app. You will also be asked to create a password for your account. Each user of the app must have and use their own email address to create their account.

Note - If you are a current GOVA Plus customer, please contact dispatch at 705-670-2300 to verify your email address before creating your account in the app.

Q. Can I still call or email dispatch to book my trip?

              A. Yes, all traditional methods of trip booking will still be available to GOVA Plus clients. You can still call 705-670-2300 or email booking@govaplus.ca.

Q. How far in advance am I able to book my trip?

              A.  As of October 21, 2024, trips will be booked seven days prior to the date of travel. This a change from the previous 30-day window. This change is in line with other specialized transit service providers and will increase efficiencies in the service by reducing the number of late cancellations and no shows.

Q. How do I pay my fare?

A. You may purchase GOVA Plus 31-day passes, 6-ride cards, and one-ride cash fares from your GOVA Plus bus operator.

GOVA Plus 31-day passes and 6-ride cards can also be purchased from One-Stop Services at Tom Davies Square or the New Sudbury Public Library.

GOVA Plus app users can also purchase their fare in the GOVA Plus app and add credits to their account using their credit card or Visa debit card.

GOVA Plus passes and ride cards can also be used on the conventional GOVA transit system. Once activated, a 31-day pass is valid for the next 31 consecutive days.

Q. I have an existing standing order, will it be affected by these changes?

              A. No, all standing orders will be maintained.

Q. When will I receive confirmation of my booking?

              A. GOVA Plus clients who use the app or call into dispatch to book their trip will be provided with immediate confirmation of their booking.

Q. What if my chosen booking time is not available?

A. If your initial chosen booking time is not available, you will be provided with alternative options immediately, and you can choose the one that best suits your needs. When booking, you will be provided with several options for your trip time, which will include the 25-minute pick-up window time and the time you will arrive at your destination.

Q. Will I still get reminders about my bookings?

A. Yes, automated calls and texts will be sent to remind you of your upcoming bookings. Calls and texts will be sent from a new phone number, 647-496-1441. You will receive two notifications to remind you of your upcoming trip. The first will be 24 hours before your pick-up time to take you to your destination and the second will be 24 hours before the pick-up time for your return trip. The message will tell you the time to be ready at the start of your pick-up window. Your bus may arrive at any time during that 25-minute window.

Q. When do I have to be ready for my ride?

A. When you make your booking and confirm the time at which you would like to be picked up, you will be provided with an on-time/pick-up window. This time begins at your chosen pick-up time and extends 25 minutes past. Your bus may arrive at any time within that 25-minute window.

If you have signed up for text alerts, you will also receive updates regarding your trip to let you know that your bus is on the way, when it arrives and if there are any delays or disruptions that will affect your trip (i.e., bus will arrive later than expected).

If you are using the app, you will also be able to track the progress of your bus on a map and watch it move towards your pick-up point.

Q. How long will the GOVA Plus bus operator wait for me when they arrive at my location?

A. When the driver arrives within the 25-minute pick-up window, they will wait for you for five minutes. After the five minutes has passed, they will move on to the next pick up and you will be marked as a no-show. The return portion of your ride will be cancelled, and you will have to call dispatch to reinstate the return portion of your ride.

Q. What if I need to cancel my ride?

A. If you need to cancel your ride you can do so in the app or by calling dispatch at 705-670-2300. Cancellations cannot be made via email. As GOVA Plus is a shared rides service we ask that you please cancel your ride as far in advance as possible to minimize the impact on other GOVA Plus users. Any cancellations made after 7:30 a.m. on the day of your booking will be recorded as a late cancellation.

Q. Is the GOVA Plus app accessible?

              A. Yes, the GOVA Plus app is compliant with WCAG 2.0 AA standards and is screen reader compliant and compatible with personal assistive technology.