Latest update: January 5, 2026

In 2025, the Société de transport de Laval (STL) and the Société de transport de Montréal (STM) reached an agreement regarding paratransit services in Laval.

Read the presse release (French only)

Since January 1, 2026, the management of the call and reservation center, as well as paratransit services for Laval customers, are handled by the STM.

STL is committed to continuing to provide you with high-quality paratransit service: we have made every effort to ensure a smooth transition to a service that will keep meeting your needs.

We understand that this situation may raise questions. To help you better understand the changes, you will find below various sections that explain them in detail.

For any additional questions, you can call Customer Contact Center at 450-688-6520. We also invite you to check this page regularly to stay informed about the latest updates.

Providing you with quality service is a top priority for STL! We are working diligently to ensure you continue to receive the support you need at every step of your journey.

A new user guide

An uptaded version of the Paratransit Service Customer Guide is effective since January 1 (in French only).

A summary version of this guide will also be available soon on this page.

• Consult the new version of the Paratransit Service Customer Guide (French only) - January. 2026 (PDF)

What did not change since January 1

Please note that the following elements remain unchanged for customers since January 1, 2026:

• The phone number to book your trips: 450-973-3111
• The Customer Contact Center number: 450-688-6520 to speak with our customer service representatives
• Fares and transit passes
• Assistance from a driver between the vehicle and the access door at your departure and arrival locations
• Safety during your trips

Accessible Vehicles to Serve You Well

Since January 1, 2026, paratransit service in Laval is provided by regular taxis, accessible taxis, and accessible vans. These new vans offer safety and comfort during your trips.

We also assure you that there is enough vehicles to meet your transportation needs.

Drivers of all these vehicles receive comprehensive training to ensure proper and safe transportation.

Answers to Your Questions

Before my trip

• Where should I call to book a trip?
  The phone number to book your trips remains the same: 450-973-3111.

• Will I have to wait longer on the phone to make a reservation?
  Given the existing call volume on the Société de transport de Montréal (STM) call center lines, wait times for booking a trip may be slightly longer than usual.
  
  New feature coming in 2026: Thanks to the partnership with STM, you will be able to book your trips online instead of calling the reservation center.

• Are same-day reservations be possible?
  As it it currently the case, same-day reservations are not available. You can book a trip between 8:00 a.m and 7:00 p.m. the day before (instead of 6:00 a.m. and 5:00 p.m.). Besides, it is now possible to book a trip up to 7 days before instead of 5 days.

Later in 2026, when online booking becomes available, you will be able to book a trip until 9:00 p.m. the day before.

Important: You must book your return trip at the same time as your initial reservation. For medical appointments, if more than 60 minutes have passed since your boarding time, you may contact the reservation center to try to move up your return (even if your scheduled return time was later).

• Does my paratransit admission card remain valid?

Yes, please keep your current admission card for your reservations and trips. However, note that your unique client number was modified by adding the digits 300,000.

For example, if your card number was 22 100, your new number woukd now be 322 100.

• Could my trip be canceled due to a lack of available vehicles?
  We assure you that there is enough vehicles to meet your transportation needs.

• Will fares or transit passes change?
  No, fares remain the same, as do the transit passes for your trips.

During my trip

• How will my transportation take place?
  The process will remain the same. The driver will assist you between the adapted transport vehicle and the access door at your departure and arrival locations. All paratransit drivers have received proper training to ensure a safe and comfortable experience.

• Will the quality of my transportation service be affected by this transition?
  No, the quality of paratransit service will not be affected. STL has ensured that its quality standards are maintained with the new providers.
  
  Regular evaluations will be carried out across the network to monitor service quality.
  
  STM’s paratransit service providers also have solid knowledge of both the Montréal and Laval territories.

• Will I lose my usual driver?
  Yes, the transition will involve changes in the personnel providing paratransit. However, all drivers serving paratransit customers receive proper training to ensure a safe and comfortable experience.

• Will I still have access to a minibus for my trips?
  Trips for paratransit customers will now be provided by regular taxis, accessible taxis (with two wheelchair spaces), and accessible vans offering excellent onboard comfort (air conditioning, soundproofing).

• Will vehicles be identified with STM branding?
  Vehicles will not have specific identification at first. However, a standardized metropolitan-style display is planned for these vehicles during 2026.

• Will onboard payment by bank card still be possible in paratransit vehicles?
  Good news: vehicles operated by STM service providers are equipped to accept payment by bank card.
  
  Other forms of payment accepted on board will remain:
  
  — A valid transit pass
  — Cash: you must have the exact amount, as drivers do not give change. Please note that tips are not accepted.
   

After your trip

• If I want to report a problem with my trip, what should I do?
  The Customer Contact Center number to speak with our representatives remains the same: 450-688-6520.

• Where can I go to retrieve a lost item?
  Lost items will be centralized at Montréal’s Berri-UQAM metro station. We invite you to contact STM, Monday to Friday between 8:00 a.m. and 6:00 p.m., to recover your item if necessary: 514-786-4636, then press 7, then 1 in the menu.