Getting Ready for Your Trip
Preparing for Your Pick-up
Wheel-Trans has a fleet of ramp-equipped buses and also use a fleet of contracted accessible mini-vans and sedan taxi cabs. Based on your personal needs and mobility device type, you may be scheduled on any of these vehicles and the vehicle that is scheduled to pick you up could change up until the time of service.
If you are being picked up from a house, please be waiting at your door with a clear view of the street.
If you are being picked up from an apartment building, please be waiting down in your lobby with a clear view of the street.
If you are at a public facility e.g. medical office, school, library, hospital, please be in the common waiting area or as close to the entrance as possible.
Our drivers want to run on time and we need your help. Whenever possible be ready and waiting before your scheduled trip time. Our drivers can only wait 5 minutes past the scheduled time and then they will post a No-Show slip on the door and carry on. If your ride is more than 20 minutes late, then the driver will alert you upon arrival.
Drivers are responsible for announcing their arrival, and the name of the customer they are picking up. They are also responsible for identifying that you are the customer that is scheduled to be on their vehicle. Please have your registration card or other I.D available to assist the driver.
Please be aware that for safety reasons our drivers will only take your manual wheelchair up or down one step. If your pick-up location has more than one step, then you are responsible for making arrangements to have your wheelchair taken up or down stairs. If you use an electric wheelchair or scooter, you should have a ramp or lift.
For your safety and the safety of our drivers, please make sure your ramp, driveway, and sidewalks are cleared of ice and snow. If this is not done, we may not be able to provide you with service. If you require assistance with snow removal from your private property, please contact the City of Toronto by calling 311.
In severe winter weather, Wheel-Trans will record a message on RideLine, 416-397-8000, which will encourage you to take only essential trips, i.e. doctor's appointments. We anticipate extreme delays and you will be encouraged to cancel your trips. We will not book any additional trips on this day and any cancellations will not be counted in the Late Cancellation/No-Show Policy.
Only call the Priority Line if:
- Your trip is late by 30 minutes or more
- You have received a no-show slip and you still require the trip
Please Note: that if you receive a No-Show, your return trip is automatically cancelled.
Unfortunately any other calls made to the Priority Line will not be handled. The line is available from 6:00 am to 1:00 am on
weekdays and from 6:30 am to 1:00 am on weekends and holidays.
Free call for Cell Phone Users contacting the Customer Priority Help Line
- Bell Mobility: #88298 (TTCWT)
- Rogers AT&T Wireless: *88298 (TTCWT)
- Telus Mobility: #88298 (TTCWT)
Please Note: Unfortunately the free service is not available if you have a pre-paid cell phone plan.