Wheel-Trans COVID-19 updates

We’re committed to keeping our customers and staff safe. Get information on changes to Wheel-Trans in-person applications, cleaning and safety initiatives, and more.

Wheel-Trans operator and passenger in subway stationCommunity BusCustomer exits a TTC bus

Expired Support Person Assistance Cards

For all Wheel-Trans customers who use Support Person Assistance cards, please continue using your existing card, even if it expires, until the TTC Photo ID facility at Sherbourne Station re-opens. We appreciate your patience and understanding during this challenging time.

Wheel-Trans update

March 27, 2020

As you may be aware, the Federal government has recently announced an Emergency Order under the Quarantine Act that requires all travellers entering into Canada from abroad by air, sea or land, to self-isolate for 14 days whether or not they have symptoms of COVID-19. Canada’s Health Minister has also announced that travellers entering into Canada from abroad who display COVID-19 symptoms will not be able to take public transit, taxis, and ride shares to travel home from the airport. The Federal government will be arranging private transport from the airport to get travellers home. The government says people who fail to comply with the order could face fines up to $750,000 and/or six months in prison.

Wheel-Trans is taking the direction of the Federal government seriously. We are asking all customers to please contact our Reservations Line at (416) 393-4222 if you are booking a Wheel-Trans trip from Pearson International or Billy Bishop Airports. You will be required to complete a questionnaire with one of our Reservationists when doing so. Booking a trip from these locations will not be available through our Self-Booking website.

Your understanding and co-operation during this time is appreciated.

March 24, 2020

Fares and PRESTO - Wheel-Trans

Until further notice, no cash fares, TTC tokens, or TTC tickets will be accepted on Wheel-Trans and contracted sedan taxis. Customers can still pay with a PRESTO card or PRESTO ticket. Customers will not be refused a trip if they do not have a PRESTO card or PRESTO ticket but still wish to travel.

March 19, 2020

Customers who wish to cancel their TTC passes:

We understand that your travel needs may have changed. If you do not need your April pass, please cancel your plan by March 22nd. TTC will waive all cancellation fees.

To cancel your plan, follow these steps:

  • Visit prestocard.ca and log into your My PRESTO Account, click on Load drop down menu and then click on Autorenew Transit Pass.
  • On the Manage Autorenew page, click Remove to cancel your TTC 12 Month Pass or 12 Month Downtown Express Pass.

We welcome customers to sign up for the 12 month plan again in the future when they are ready to resume using transit.

Lost Articles Office – closed to the public

As a precaution against the spread of the coronavirus, our Lost Articles Office will be closed effective March 20, 2020.
 
If you have lost something on the TTC, we’ll keep it safely stored as per our usual processes. If you have lost something critical, please call us between 12pm and 4pm at 416 393 4100. If we have your item and you need it urgently, we will make arrangements for you to pick it up from our office at Bay Station. Do not come to the Lost Articles at Bay Station unless you have called us and confirmed that we have your item.

Bus boarding

Starting today, if you travel on a TTC bus you will be able to board at both the front and back doors. We are making this change to allow for further social distancing. Here’s how it will work:

  • If you are paying with cash, TTC ticket, token or have a paper transfer, you should board at the front door.
  • Anyone who requires the ramp kneeling feature or is traveling with someone as a support person should board and exit the bus through the front door.
  • All PRESTO card and PRESTO Ticket customers should enter the bus through the rear doors and tap their card or ticket on the reader beside the door when they board.
  • All customers who do not require the ramp or kneeling feature should exit the bus through the back doors.

Masks

You may also notice some TTC employees wearing masks. This does not mean they are sick or that our system is unsafe. Starting today, our employees will be allowed to wear masks if they choose to. Please continue to treat our employees and your fellow commuters with respect during your journey.

Please be advised that the TTC Photo ID Facility at Sherbourne Station is closed until further notice.

Post-Secondary Students who require a TTC Photo ID card can get one when the facility re-opens. Until then, it is recommended that Post-Secondary Students without a TTC Photo ID carry their current school student card and/or proof of enrolment. TTC Fare Inspectors are aware of this temporary arrangement.

If you require a Support Person Assistance Card, you can get one when the facility re-opens. For any questions, please contact our Customer Information office by telephone at 416-393-4636.

Customer Service Centre closure

Please be advised that the Customer Service Centre at 1900 Yonge Street, above Davisville Station, is closed until further notice.

The following alternate service options are available to you during this closure:

  • PRESTO cards may be purchased at Fare Vending Machines at subway stations, Shoppers Drug Mart locations, or online at prestocard.ca
  • For general TTC Information you can contact our Customer Information office by telephone at 416-393-4636
  • To submit a complaint or compliment about the TTC, contact Customer Service by telephone at 416-393-3030 or submit online
  • Photo ID Services are not available at Davisville station at this time

Wheel-Trans in-person applications

The closure of the Customer Service Centre may impact Wheel-Trans in-person applications.

  • We will no longer be accepting Wheel-Trans applications in person that are dropped off at this location. Completed applications should be sent by one of the following methods to the attention of Wheel-Trans Application:

    By mail: 580 Commissioners Street, Toronto, Ontario, M4M 1A7
    Email: WTEligibility@ttc.ca
    Fax to: 416-338-0126

    Learn how you can apply and get an application
  • Post-Secondary or Support Person ID card applications or photos will not be accepted in person or processed until further notice.

Be scent aware.

Please avoid the use of strong scents when travelling. Strong scents can have adverse health effects on customers.

New Customer Policies

New policies for safer and more respectful transit experience
As part of our Customer Experience Strategy, Wheel-Trans has made a commitment to update all customer policies over the next year. It is our goal to create policies that are simple and flexible and to create a safe and respectful environment for everyone using Wheel-Trans services. By defining clear rules and guidelines for all persons using or interacting with Wheel-Trans, our customers will know what to expect and how Wheel-Trans will support them on their journey.

To review our policies or learn more visit Customer Policies.

Travel Training

Are you looking to gain independence and have flexibility? Say goodbye to planning your trips days in advance!

Travel Training is your key to traveling when you want, where you want, and how you want! 

What is Travel Training?

Travel Training is the TTC’s new program where Wheel-Trans customers can receive free training on the bus, subway, streetcar and community bus systems to improve their transit experience.

Our goal is to support customers that want to learn how to travel safely and independently on TTC services, and to help customers improve their travel skills and increase their confidence. This program is designed to teach customers about all the accessibility features on TTC,  and to assist customers with navigating around Toronto.

One-on-one travel training is designed to meet the personalized needs of the customer.  Our travel trainer will spend up to four 1:1  sessions travelling with the customer on the route of their choice.

The Travel Trainer will plan the route with all the accommodations the customer needs, and travel with the customer on their journey. The travel training process is designed to help customers improve their travel skills, reduce anxiety or fear of the unknown, and to help the customer reinforce the skills they need to ride the fixed route transit system independently with confidence.

The program features include: planning your trip with the accommodations you need, way finding and navigation, using PRESTO, boarding vehicles, requesting accessible features, and problem solving tips for when unexpected challenges, such as delays and closures happen.

This program supports the Wheel-Trans vision for: “accessible transit service that ensures dignity, spontaneity, fairness and freedom of travel for all customers” and represents true freedom for each person and their abilities.

Why participate in travel training?

  • No need to plan your life in advance. You can live spontaneously! Go when you want, where you want, how you want!
  • Gain independence.  Have flexibility. Build self – esteem. Feel empowered. Better quality of life.
  • No need to worry about no shows
  • No need to worry about having rides put on waitlist
  • No life happens points
  • Guaranteed Wheel-Trans rides within 4 hours for same day family of service rides , and short wait times when booking a Family of Services trip
  • Be more involved in the  community and connect with others

Sign up today!

For more information, please contact traveltraining@ttc.ca or call 416-393-4111.

Go to mywheel-trans.ttc.ca to book online or call the RideLine at 416-397-8000 to book your rides.

To choose your destination choose “Landmark Type,” then ”CommCntr/Attrn/Office/Library/Rel/Park” and then choose “Variety Village, Main Ent (3701 Danforth Ave, Scarborough). Landmark note – use main entrance.

Let’s help plan your Family of Services Trip

With TTC’s Family of Services, Wheel-Trans customers have access to more independent and flexible travel options. Customers can book Wheel-Trans trips that connect to accessible subway stations and select bus stops across the city. Whether you are a customer who has been approved for Wheel-Trans service with conditional eligibility or if you are a Wheel-Trans customer who likes to take conventional transit (bus, Community Bus, subway, streetcar) Wheel-Trans staff can plan your entire journey.  Learn more about Family of Services.

Use of video on Wheel-Trans

All Wheel-Trans buses are equipped with cameras and video recording systems. The information and images collected by these systems may be used as part of the eligibility re-assessment process. This information is communicated to the public by:

  • Decals on Wheel-Trans vehicles
  • Personal information and privacy statement in the Wheel-Trans Application Form, Appeal Form, Customer Welcome Package and ttc.ca