Communicating When Service is Disrupted

Unplanned Service Disruptions

Bus

RTD’s buses travel in the public right-of-way, which means they are subject to the same factors that cause delays for other motorists. Several non-RTD factors can cause disruptions, including traffic congestion, accidents, construction, and inclement weather. Other factors that can delay or disrupt our bus services include customer boarding times, mechanical issues, and no operator being available.

Light Rail and Commuter Rail

While our light rail and commuter rail trains primarily operate in dedicated rights-of-way, these services can be negatively impacted by crashes at railroad crossings, trespassers on or near our tracks, security issues, and inclement weather. Other factors that can also delay or disrupt our rail services include heavy passenger volume, boarding times, mechanical issues, and no operator being available.

Real-Time Vehicle Information

All RTD fixed-route buses and trains use GPS to support safe and secure operations. The GPS system also allows customers to easily track vehicles in near-real time. Using GPS, estimated departure times are also generated for each stop or station in near-real time, and both location and estimation information are displayed in RTD’s Next Ride web app and available for use by third-party app developers such as Transit and Google.

Communication When Service is Delayed or Disrupted

RTD’s Next Ride web app is the primary source for information regarding bus and train schedules and estimated departure times. It is also the one-stop location for customers to gain information when services are disrupted. Using the Live Tracker tool within Next Ride, customers can view scheduled departure times for buses and trains from specific stations and stops. When available, estimated departure times are also available and communicate delays to service in near-real time. Disruptions to service are also communicated here as soon as operationally possible, including trip cancellations, detours/skipped stops, service suspension, or temporary bus shuttles.

Cancelled Service

Some operational situations may require RTD to cancel service. These situations can include mechanical issues, crashes, inclement weather, medical emergency, and track or train signal issues. Excessive delays to bus or rail service can also lead to partial cancellation of service when it is operationally advantageous to stop a vehicle from completing its current trip and restart service in the opposite direction to get back on schedule. An operator not being available or Department of Transportation max service hours reached for an employee can also lead to cancellation of service. The Live Tracker tool within Next Ride includes messaging when service has been cancelled.

Bus Shuttles Replacing Rail Service

Certain types of disruptions to rail service may require the use of shuttle buses to substitute rail service between impacted stations. The activation of Bus Shuttles is dependent on the estimated timeframe of the disruption, and on the availability of buses and bus operators within a reasonable distance of the impacted stations. Activation of Bus Shuttles does not mean buses will be immediately available. Bus Shuttles operate slower than rail service and often cannot duplicate the departure frequency of rail service, especially when they are first activated.

Many rail stations also have regularly scheduled bus service which may be a more viable alternative when Bus Shuttles are activated. Plan a Trip within the Next Ride web app and RTD’s Customer Care team are available to assist with planning alternate routes that exclude rail service.

Service Alerts

Notifications are posted in the Service Alerts section of Next Ride and on RTD’s website as soon as operationally possible when a service is delayed for longer than 20 minutes. Live Tracker in the Next Ride app will indicate service delays in near-real time. Alerts are also posted as soon as operationally possible when service is disrupted, including when a bus or rail trip is cancelled. Customers can sign up to receive specific Service Alerts via email or text message. Significant delays and disruptions are also communicated via social media (currently X/Twitter, Monday to Friday between 6:00 a.m. and 8:00 p.m., and Saturday 9:00 a.m. to 6:00 p.m.)

Planned Service Disruptions

Bus

RTD’s buses travel in the public right-of-way and are subject to detours and other service modifications caused by a variety of activities, including road construction, utility work, street fairs, parades, and other public gatherings. RTD coordinates with the many cities and municipalities through which our service operates, as well as with utility companies and private contractors, and is typically notified in advance of planned activities that may impact service.

When a planned activity will disrupt the regular routing of buses, a detour around the activity is developed. Detours are designed to allow for the continued safe operation of the bus, while keeping delays in service to a minimum. When detours result in bus stops being skipped, notification is placed at the stop which includes details about the activity or event if available, as well as the location of the nearest alternate stop. Posting of notification at impacted stops is dependent on timely notification to RTD of the planned activity or event. Service alerts are also sent to subscribers and are viewable in RTD’s Next Ride web app. For larger events, notification methods can also include media releases and posts on RTD’s social media channels.

RTD’s Next Ride web app is the primary source for information regarding bus schedules and estimated departure times. It is also the one-stop location for customers to gain information when service is disrupted. When buses are operating on detour due to a planned disruption, the Live Tracker tool within Next Ride will indicate if a stop is being skipped because of the detour. Customers can also locate the closest available stop with scheduled service not impacted by the detour.

Light Rail and Commuter Rail

Light rail and commuter rail service can be disrupted due to planned maintenance or required inspections. With the exception of emergency repairs, advanced notification is given before any activity that will disrupt rail service. Notification methods can include media releases, service alerts, posts on RTD’s social media channels, as well as physical signage placed at impacted rail stations. When rail service to one or more stations is disrupted, bus shuttles are scheduled to transport customers to the next available station with rail service, with stops at all stations in between. On select rail lines bus shuttles may not be provided when fixed route bus service is available within a short distance of the impacted stations.

Certain large-scale events in the downtown Denver area may require the full closure of stations or the suspension of rail service, with no replacement service available. Customers will need to travel to a nearby station for rail service.

RTD’s Next Ride web app is the primary source for information regarding train schedules and estimated departure times. It is also the one-stop location for customers to gain information when service is disrupted. During planned disruptions the Live Tracker tool within Next Ride will indicate if rail service at a station is being replaced by bus shuttles. Information regarding shuttle bus locations at each station can be found by viewing service alerts or stationary signage at the station.

Service Alerts

Notifications for planned disruptions are posted in the Service Alerts section of Next Ride five to seven days prior to the start of the disruption, dependent on RTD receiving adequate advance notice of the event. Customers can sign up to receive specific Service Alerts via email or text message.