[2026-07-14 08:42:11] Customer: Hi, I’m trying to plan a trip from Elmwood Library to City Hall for a 10:00 AM appointment, but the transit planner keeps sending me on a route with a 2-minute transfer. Is there a way to avoid that?

[2026-07-14 08:42:34] Support Agent: Good morning. Yes, you can adjust that. Are you using the city transit planner on the website or the mobile app?

[2026-07-14 08:42:49] Customer: Website, on my laptop.

[2026-07-14 08:43:16] Support Agent: Under the trip results, select “More options,” then change “Minimum transfer time” from “Default” to “5 minutes” or “10 minutes.” After that, click “Update trip.”

[2026-07-14 08:43:58] Customer: Found it. I changed it to 10 minutes. Now it shows Route 12 to Central Station, then the Blue Line. That looks better.

[2026-07-14 08:44:21] Support Agent: That route should give you a 9-minute transfer at Central Station. It also has fewer stairs if you use the north elevator entrance.

[2026-07-14 08:44:40] Customer: Great. Does the planner account for delays?

[2026-07-14 08:45:07] Support Agent: It uses real-time vehicle locations when available. If a bus or train is delayed, you’ll see a yellow “Live update” notice next to the departure time.

[2026-07-14 08:45:36] Customer: I see one that says Route 12 is running 4 minutes late. Should I leave earlier?

[2026-07-14 08:46:04] Support Agent: For a 10:00 AM appointment, I’d recommend choosing the 9:07 AM departure instead of 9:19 AM. That gives you a larger buffer downtown.

[2026-07-14 08:46:29] Customer: Makes sense. One more question: I need step-free access. Can I filter for that?

[2026-07-14 08:46:51] Support Agent: Yes. In “More options,” enable “Accessible trip only.” The planner will avoid stations, stops, and vehicles without step-free boarding information.

[2026-07-14 08:47:22] Customer: Turned it on. It changed the transfer to Civic Center instead of Central Station.

[2026-07-14 08:47:48] Support Agent: Correct. Central Station’s south elevator is out of service today, so the planner is routing you through Civic Center for accessible access.

[2026-07-14 08:48:10] Customer: That explains it. Can I save this trip?

[2026-07-14 08:48:33] Support Agent: Select “Save trip” at the top right of the result. If you’re signed in, it will appear under “My Trips.” You can also choose “Send alerts” to receive delay notices.

[2026-07-14 08:49:02] Customer: Done. Thanks for the help.

[2026-07-14 08:49:16] Support Agent: You’re welcome. Safe travels, and allow a few extra minutes around Civic Center due to platform work this week.