An overhaul of Lewiston-Auburn’s public transit system, years in the making, will go live Oct. 1, the same day that a new service contractor takes the reins.

The new route map and schedule adds more service to high-demand areas like the Auburn Mall and Walmart, while eliminating fixed-route service to some outlying areas in the Twin Cities in favor of “demand response” zones, where customers will have to request rides.

Because the shift will likely impact some longtime riders, officials are trying to spread the word about the changes while working overtime to make sure the transition goes smoothly.

Larry Allen, Citylink director for the Androscoggin Valley Council of Governments, said the changes are based on a 2021 transit study and 2023 rider survey, the results of which were compiled to create a list of the 25 most-requested changes. Allen said the Oct. 1 rollout addresses 16 of those suggestions, including improved technology and increasing the frequency of routes that are highly utilized.

New CityLink Schedule by Maine Trust For Local News

For example, the number of one-seat rides to Walmart and the Auburn Mall area, which don’t require a transfer, will triple based on recent ridership numbers and demand.

Allen told the Auburn City Council last week that the aim with the new system was to recognize patterns and be responsive to ridership needs, adding, “It’s just never been like that before.”

Citylink will also add an “all hubs” route that will take riders past the most popular destinations — from Bates College in Lewiston to the Auburn Mall area, Center Street and more.

Allen said while the new routes eliminate fixed-route service to some outlying areas, the six “demand response” zones include a much larger geographic area where residents can request a ride. Customers are encouraged to make requests in advance by at least one day, but same-day requests can be made for an extra charge. Customers can begin requesting rides Sept. 30.

Among the six demand response zones is the area around Exit 75 off the Maine Turnpike, which provides access to transit for some of the area’s largest employers. Riders using demand response can either be connected to a fixed route via a transit hub or to another demand response zone.

Allen said so far, the bulk of questions he’s received are around the route stops that will be eliminated, and “rider education” around the demand response zones. He said as of Monday, he had received about 20 calls, and has talked through the changes with people, but he’s expecting much more.

“It’s a change,” he said. “If you were used to having a bus there at the same time every day and now you have to plan your trips in advance, it’s just going to take a bit more planning for folks affected in those zones.”

A map provided by the Lewiston-Auburn Transit Committee shows where fixed-routes will be pared back, including the outer Minot Avenue and south New Auburn areas in Auburn and the North Main Street and outer Sabattus Street areas in Lewiston.

“It’s a bit of a two-headed monster with a new contractor and new service plan, so it’s a lot of moving parts,” Allen said. “But there’s been a tremendous amount of support from both cities and I think there’s buy-in from both councils.”

Phil Crowell, Auburn’s city manager, said bringing on a new vendor after 20-plus years and making a significant shift to how transit is delivered in Lewiston-Auburn is a “big change,” and it will take time for people to get used to the new system.

“One of these initiatives alone would have been a huge lift,” he said. “But we’re doing them at the same time.”

The system will be operated by the Utah-based RTW Management Inc., which also operates the Lewiston-Auburn to Portland LAP commuter bus. Western Maine Transportation has operated Citylink for the past 20 years.

Allen said the LATC, which oversees Citylink, received two bids in response to a new request for proposals, and ultimately chose RTW based on price.

Bus fares are not changing from the current $1.50, or 75 cents for seniors or disabled riders. The new system will also use Token Transit, the same app in use by the LAP bus, where riders can book rides and view route maps.

Lewiston Mayor Carl Sheline said he’s looking forward to the new service coming online, stating Lewiston has “long been in great need of improved public transportation” but doesn’t possess the needed population to support it.

For questions about the service changes, contact Allen at: [email protected].