‘Hopefully this organization is able to do a better job’: LTC names new provider for specialized service, replacing Voyago

LTC has selected TOK Transit to replace Voyago for paratransit starting in 2027. Bryan Bicknell has details

The London Transit Commission (LTC) is switching providers for its specialized transit service.

TOK Transit has been named the successful bidder for the next contract, replacing Voyago.

“A new day dawns,” said Jeff Preston, a longtime advocate and frequent critic of paratransit service in London, who said he is cautiously optimistic about the change.

“I think this new provider is hopefully yet another step forward,” Preston said. “Hopefully we’re going to see some of these problems — in terms of drivers and buses and getting the fleet up to full capacity — addressed. Hopefully this organization is able to do a better job.”

The five-year contract with the Concord, Ont.-based company begins in August 2027 and includes an option for a two-year extension.

London Transit Commission chair and city councillor Skylar Franke said she appreciates that staff have had experience with previous service transitions.

“They [LTC staff] have worked through that process before, where they switched specialized service providers,” Franke said.

“I think they have the experience and capacity to make sure that transition is as seamless as possible. They will be reporting back after the contract is signed on what the implementation plan looks like, and at that point we can identify how smooth the transition will be and whether there are any gaps that need to be addressed.”

Five transit companies submitted bids, including current provider Voyago, which placed third under the commission’s points-based evaluation system.

Coun. Sam Trosow, who sits on the LTC board, said he was disappointed not to review the bids but is satisfied with the outcome.

“I’m disappointed. I think I can handle confidential information,” he said. “But I am very optimistic that we are going to see some improvements. We have to gain the confidence of our riders back.”

Details about staffing under the new provider have not yet been released. Preston said retaining existing operators displaced by the transition could be valuable.

“There’s real value in people who have been driving for a while,” he said. “They know the city, they’re getting to know the clients, and they know pickup and drop-off locations. There’s institutional knowledge there.”

An LTC staff report says any incremental costs related to the transition would be covered by reserves.

The contract with TOK Transit has not yet been finalized.