In 2020, COTA reported 19.1 million riders in 2019, the system's highest ridership since 1988. Ridership had been steadily increasing over several decades, due to rising gas prices, COTA's bus network redesign, and other improvements. In March 2020, as the COVID-19 pandemic began affecting Ohio, ridership dropped approximately 40 percent. COTA introduced several measures in mid-March, including thorough cleaning measures, suspending fare collection, reducing all rush hour lines, and suspending its AirConnect and Night Owl services. On March 20, the agency recommended only using its services for essential travel; two days later it shut down several rush hour services and reduced frequencies of nine crosstown lines. On March 24, it stopped all rush hour services until further notice. On March 26, the agency began "dynamic service" to pick up customers left at bus stops by too-full buses; the agency's current policy is for a maximum of 20 passengers per bus. On March 28, a COTA bus operator tested positive for the disease. On March 30, COTA suspended service on routes 21, 25, and 35. On April 7, a second driver tested positive for the disease. On the 11th, the agency announced it will require passengers to wear face masks. On April 27, following further route reductions and a third COTA worker testing positive, it announced all late-night and early hours would be cut, making all services only run from 7 a.m. to 9 p.m. Ridership is down about 65 percent from before the virus. On May 2, as a portion of businesses began to reopen, COTA announced it will resume some early-morning services on May 5.