Published on January 19th, 2018 | by Cindy Hillaby


A Few Words about CAA’s Recent Roadside Assistance Wait Times.

To Our Valued CAA Members, We Owe You an Apology.

Extended wait times and longer than usual on-hold phone times during the recent extreme cold weather were not acceptable. We know we let some of our Members down and we are truly sorry.

CAA South Central Ontario has the largest network of service vehicles in Ontario available to assist Members. Nevertheless, the extended cold wave created an unprecedented demand for Roadside Assistance and we were unable to maintain normal service times when many of you called.

What Happened?

The bone-chilling temperatures we experienced between December 26, 2017, and January 9, 2018, were more than 10 degrees below normal for this time of year. Each winter, Ontario experiences extremely low temperatures – record breaking, in some cases. What set this cold wave apart was the high number of consecutively cold days, affecting more vehicles than normal.

On most Canadian winter days, we have approximately 750-900 trucks on the road, attending to over 4,500 road service calls. That’s why we have been able to service our over two million Members like you. On December 27, for example, we attended to more than 9,000 road service calls, doubling the volume that Mother Nature typically hits us with!

We’ll Do Better.

We are working tirelessly to make things better. This is our commitment to you, our Members.



Cindy Hillaby

Vice President, Membership & Automotive Service

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