Background

Why was a new policy created?

Wheel-Trans customers asked us to make changes to the policy so that it better reflects their needs, and provides a more positive customer experience. After thorough consultation and research, a new policy which reflects TTC’s commitment to putting customers first was created. This new customer-friendly policy also allows customer service staff to take more phone calls each day and decrease the current phone wait times.

Who does this new policy apply to?

All registered Wheel-Trans customers will benefit from the new policy.

What is a late cancellation?

A late cancellation is any trip that is cancelled with less than four hours’ notice from the scheduled pick-up time. This includes trips that are booked as a same-day trip request.

What is a cancel-at-the-door?

A cancel-at-the-door is any trip where the customer cancels after the vehicle has arrived to the pick-up location.

What is a no-show?

A no-show occurs when a vehicle arrives at the pick-up location and the operator is unable to locate the customer.

Policy Practices

What should I do if I have to late-cancel, no-show or cancel-at-the-door?

To minimize the impact a cancellation has on our service, we always ask that customers contact us as soon as possible, if they need to cancel a trip. Customers can cancel their trips online, through the IVR and by calling customer service. Our system will register the activity and we will debit your Life Happens Point Bank accordingly. Don’t forget, you have a bank of eight Life Happens Points that are replenished monthly. Each late cancellation uses one point and each cancel-at the door or no-show uses two points.

What happens if I late-cancel more than once in a day?

If you late-cancel multiple times during the same day, you will only be using one Life Happens Point.

What happens if I no-show or cancel-at-the-door more than once in a day?

Each no-show or cancel-at-the-door uses two Life Happens Points, regardless of whether or not they occur within the same day. For example, if you no-show or cancel-at-the-door three times in one day, then you will be using six of your Life Happens Points.

How do I know what my Life Happens Point balance is?

Remember your service will not be impacted unless you receive a policy violation letter, and the first time you are in violation, it is just a notification. You do not need to contact us to find out how many points are left in your Life Happens Bank. Wheel-Trans will notify you, with an automated courtesy call when you use your sixth Life Happens Point and when you use your eighth and final Life Happens Point for that month. As part of the Wheel-Trans 10-Year Transformation, we will be installing new technology sometime in the future that will allow you to access this information online and by phone.

Will my Life Happens Points carry over to the next month if I don’t use them?

No. You cannot accrue Life Happens Points but remember, your points are replenished monthly.

Policy Violations

What happens when I use all of my points?

When you use all of your points we will give you a courtesy call to let you know. If you late-cancel or no-show after you have used your points we will send you a letter in the mail to notify you.

When is a customer considered to be in violation of the policy?

A violation occurs only if you late-cancel or no-show after you have used all of your eight Life Happens Points in one calendar month. However, you are not at risk of service suspension until you have violated the policy for the second time in a six month period.

  • 1st occurrence – customer receives a letter
  • 2nd occurrence – seven-day service suspension
  • 3rd occurrence – 14-day service suspension
  • 4th occurrence – 30-day service suspension
  • 5th and subsequent occurrences – 60-day service suspension

I have more questions. Who can I contact?

Please contact Customer Service via email at wtcs@ttc.ca, or by telephone at 416-393-4111.