In 2019, we helped TransLink pilot an on-demand transit service on Bowen Island, giving riders the ability to book flexible pick-ups and drop-offs through a smartphone app, web browser, or phone call. The results speak for themselves.

Over 1,600 people downloaded the app, and 554 unique users took a total of 1,200 trips across the two-month trial, resulting in roughly 2,000 boardings. The service expanded coverage by 75%, adding 17.5 kilometres of route access to areas the fixed-route system didn’t reach.

Riders noticed. The average wait time was 8.4 minutes, with more than half of trips picked up in under 5. Nearly 80% of surveyed users gave the service top marks, for an average rating of 8.6 out of 10, and the pilot earned a Net Promoter Score of 70.

Almost half of riders chose on-demand transit over driving their own car, showing what’s possible when flexible service meets real demand.