New rideshare pickup at Montreal airport frustrates arriving passengers
Posted July 5, 2026 3:33 pm.
Last Updated July 5, 2026 5:17 pm.
If you’re arriving at Montreal-Trudeau International Airport expecting to step outside and quickly find an Uber, the experience has changed — and not everyone is adapting easily.
Since June 22, passengers have been directed to a new rideshare pickup area located in the Leigh-Capreol zone, requiring a walk of roughly five to 15 minutes from the arrivals level.
The shift, designed to ease congestion at the terminal curbside, has instead triggered confusion, complaints about unclear signage, and frustration among some travellers navigating the new system for the first time.
Airport says move aimed at easing congestion
In a statement to CityNews, a spokesperson for the airport said relocating Uber and Lyft pickup operations to the Leigh-Capreol area was a necessary measure to improve traffic flow and reduce congestion at YUL’s main curbside.
It said the change separates passengers by mode of transportation and that the new pickup area was designed to provide additional capacity, more space for passengers and a layout better suited to ride-hailing operations.
During peak periods, the airport said approximately 400 Uber trips depart from YUL every hour, a volume it said created significant congestion at the former pickup location.
Wait times ‘not increased,‘ airport says
While acknowledging travellers are still adjusting to the new setup, the airport said current wait times have not increased as a result of the move.
It added that data from the past week shows the process is becoming more fluid with shorter wait times.
The airport also noted that wait times depend on vehicle availability, saying ride-share companies operate independently with self-employed drivers over whom ADM has no control.
It contrasted that with taxi service at YUL, which it said operates under an exclusive contract with Taxelco and is required to maintain a minimum fleet of 400 registered vehicles, with average taxi wait times this week under 10 minutes.
Longer walks and mixed reactions from travellers
While the airport says the redesign improves traffic flow, some passengers say the new setup has added a noticeable burden to their arrival experience.
One woman described a walk of several minutes from the terminal and said the distance may be difficult for some travellers.
“I walked maybe like five to seven minutes… I feel it’s a bit far, especially for people that have disabilities, but at the same time it’s good because there is no traffic,” she said.
She added that her wait felt slightly longer than before.
“I’m waiting for my Uber for like eight minutes now and I feel it’s a bit longer compared to before,” she said.
Another passenger pointed to unclear signage during the walk to the pickup area.
“I think I walked more, approximately eight minutes from there…signboards were not so clear, so it took us time to reach to this point,” he said.
‘I was actually lost’: confusion inside the terminal
For some travellers, the biggest challenge was not the distance, but finding the correct pickup location after exiting the airport.
One man described becoming disoriented while trying to navigate the new system.
“I was actually lost because I didn’t know where I was going and actually I was feeling a bit heavy on the heart because I know last time I took an Uber, I waited 45 minutes and now I’m walking and I don’t know what’s happening and there are no instructions and you know, it’s a bit all over the place. It’s making me rethink the whole Uber Lyft type of dynamic nowadays,” he said.
Another traveller said the system was poorly explained and that key information arrived too late.
“I was not very happy about it. This new pin system is horrendous,” one woman said.
“They changed the doors and there weren’t any explanations really how to get here,” she added.
Accessibility concerns raised
Some passengers also raised concerns about accessibility, particularly for travellers with mobility challenges navigating the longer walking route to the new pickup area.
“Now I think it’s a bit difficult, especially if there’s some specially able people, we don’t have proper planes to come over here. So I think it’s difficult,” one man said.
Another traveller said clearer directions and additional assistance would help.
“I think maybe it should be better explained there because I see that a lot of people ask questions around to know where to go and I feel maybe they should put in place, like I don’t know, like help for people with disabilities,” she said.
‘About 15 minutes’: repeat travellers notice a difference
Even frequent users of the airport say the change is noticeable compared to previous visits.
One traveller, who said he has visited Montreal many times, described a significantly longer walk and frustration with the new setup.
“About 15 minutes, not good. I come here a lot. Montreal is my soul city and I’ve been here like 12 times. This is brand new, yes? I know, I’m disappointed, but it is what it is. So, yeah, I hope they fix it,” he said.
He added that signage and information did not fully resolve the confusion.
“Everything should be easier for the traveller, it’s not easy.”
Signs, staff deployed to guide passengers
To help travellers navigate the changes, the airport said wait-time displays have been installed throughout the arrivals process and additional staff are on-site during peak hours, starting at 2 p.m., to guide passengers.
Travellers also continue to have access to other transportation options, including taxis, the STM 747 bus and the new 815 route connecting YUL directly to the REM’s Des Sources station.
YUL said it is currently undergoing the most significant transformation in its recent history and has been transparent that access will remain challenging during this transition period, at least until the REM station and new curbside infrastructure are in service.
It said it recognizes adjustments are required and that its teams are monitoring the situation closely and making improvements as needed.
