How Saint John Transit improved rider access with FLEX microtransit

Improving transit access with an on-demand service riders actually use

To modernize service and improve access in lower-density areas, Saint John Transit launched FLEX microtransit in partnership with Spare. The on-demand service has expanded coverage, boosted ridership, and delivered reliable, efficient service in zones underserved by fixed routes.

At a glance: Saint John’s early results with FLEX microtransit

• 40% ridership growth in the first six months
• 6,367 rides completed in October 2024
• 97% rider satisfaction
• Median wait times dropped from 30 minutes to under 6 minutes
• 5.87 passengers per vehicle hour (PPVH) on average
  
• On-time performance above 97% throughout 2024
• Zone-level growth:
  
  • East: 155% increase (Jan–Aug 2024)
  • West: 49% increase (Jan–Oct 2024)
  • Millidgeville: 68% increase (Feb–Oct 2024)

Challenge: Limited access and low ridership in outlying zones

Before FLEX, fixed-route services in Saint John’s lower-density areas—East, West, and Millidgeville—struggled with low ridership, limited service hours, and accessibility challenges. Many residents lacked reliable public transit options, making it harder to connect to jobs, services, and other destinations.

Solution: On-demand microtransit integrated with Spare's platform

To tackle these issues, Saint John Transit launched FLEX in collaboration with Spare. This app-based, on-demand service replaced the underperforming routes and provided real-time ride booking, drastically improving convenience and responsiveness.

Key features of the FLEX system include:

• Real-time ride requests and routing
• Coverage expansion in underserved zones
• Dynamic vehicle dispatch and routing optimization

Results: Faster service, higher satisfaction, and ridership growth

Ridership growth

• Ridership increased by 40% within six months of launch in 2023
• As of October 2024, the service facilitated 6,367 rides in a single month, a clear indicator of sustained growth

Rider satisfaction

• 97% of riders report a positive experience—showing that the service is meeting expectations and delivering convenience
  
  

Wait time reduction

• Median wait times fell from 30 minutes at launch to under 6 minutes by the end of 2024
• Wait time has consistently stayed between 4.5 and 6.35 minutes, significantly below the industry benchmark of 10 minutes

Efficiency and performance

• FLEX reached an average of 5.87 passengers per vehicle hour (PPVH), peaking at 10 PPVH in November 2024
• These figures far exceed the industry benchmark of 2 PPVH and reflect strong system optimization

Stronger performance and reliability:

• 96% on-time performance overall as of February 2025
• Maintained an on-time performance rate above 97% throughout 2024
• Reached a peak of 98.02% on-time performance in April 2024 — well above the 90% industry benchmark

Real-world impact: What riders and the community are saying

FLEX gives riders more autonomy, helping them connect to jobs, services, and their community without being tied to limited fixed-route schedules.

Rider voices:

• Great to have the driver interact with me. Very friendly. The app is easy to use. - Saint John FLEX Rider
• The flex service is absolutely amazing. I think it is a great concept, and I use the service almost every day! - Saint John FLEX Rider‍
• I was able to connect to my destination, as the driver arrived right on time at my designated bus stop, was friendly and professional, and the ride was smooth. A very nice experience. - Saint John FLEX Rider

Economic development: By connecting residents to employment opportunities and local businesses, FLEX supports Saint John’s economic vitality.

Environmental benefits: The program encourages reduced car usage, leading to decreased traffic congestion and emissions—a step toward a greener city.

What other agencies can learn from Saint John Transit

Saint John’s deployment of FLEX microtransit demonstrates how data-driven, flexible transportation solutions can reshape urban mobility. By improving rider experience, operational efficiency, and community access, Saint John is setting a new precedent in public transportation innovation.

FLEX is not just a service—it’s a catalyst for change, ushering in a smarter, more inclusive, and sustainable future for transit in Saint John.
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See what’s possible with microtransit.
FLEX is just one example of how on-demand service can transform rider experience and improve performance. Explore more customer stories

Ready to modernize your transit network?
Talk to our team to see how Spare can help you launch or scale your microtransit service.

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