Access - Winter 2023-24
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Message from the Head of Wheel-Trans
As the year comes to an end, I would like to use this opportunity to reflect on our accomplishments in 2023. We have made incredible progress with the Wheel-Trans Eligibility Re-Registration Program. This year alone, over 5,000 customers who had registered for Wheel-Trans prior to January 1, 2017, re-registered, bringing the total number of re-registered customers to over 13,000.
In terms of our ongoing fleet replacement, we continue to add new seven-metre ProMaster buses to replace older vehicles due for decommissioning. We have procured 110 seven-metre ProMaster buses to date, and the final 27 buses will be delivered by the end of Q1 of 2024.
The Wheel-Trans mobile app was launched on September 25, 2023, with an aim to enhance the customer experience of booking and managing trips. Customers can also use the app to track their Wheel-Trans rides in real time and receive service alerts and trip reminders.
Further, we hosted another successful TTC Public Forum on Accessible Transit on October 23 at the Toronto Reference Library. Thank you to everyone who participated in person or through the webcast. Your feedback is central to our effort to make Wheel-Trans a better and more equitable service.
Finally, we have moved to an optional masking policy for Wheel-Trans Operators and customers travelling on all Wheel-Trans vehicles. However, we are prepared to pivot and re-implement any safety related policies as recommended by Toronto Public Health and the TTC Safety Department.
On behalf of Wheel-Trans, I wish you a joyous holiday season and all the best for 2024!
Have you downloaded the Wheel-Trans mobile app?
You can now book and manage your trips using the newly launched Wheel-Trans mobile app. The app is available for free for both iOS and Android users and supports most of the functions available on the Wheel-Trans Self-booking Website.
The app can be used to:
- Plan trips at your convenience: Book, review, modify or cancel trips through the app at any time.
- Use the ‘Where is My Ride?’ option to see the vehicle location on a map in real time (Buses and Checkers Accessible Taxis only at this time).
- Schedule and manage both door-to-door and Family of Services trips.
- Receive service alerts and trip reminders and view trip history.
- Reset password and modify communication preferences.
Visit the Google Play Store or the App Store to download the Wheel-Trans mobile app. For more information, please contact Wheel-Trans Customer Service by phone at 416-393-4111 or email at WTCS@ttc.ca.
Eligibility re-registration for Wheel-Trans service
Customers who were registered with Wheel-Trans prior to January 1, 2017, are required to submit a new Wheel-Trans application to re-register for this service. You can do this by visiting the Wheel-Trans Self-booking Website or by contacting Wheel-Trans Customer Service by phone at 416-393-4111 or via e-mail at WTCS@ttc.ca.
How do I know if this applies to me?
If you are unsure of whether you have to re-register for Wheel-Trans, you can contact a reservationist before booking your ride by phone at 416-393-4222 or via e-mail at WTCS@ttc.ca.
If a customer has not re-registered, the following message will appear when they are scheduling their trips on the Wheel-Trans Self-booking Website.
Why do customers have to re-register?
Under the AODA, 2005, all specialized transportation service providers were required to categorize persons with disabilities for eligibility based on three categories: conditional, unconditional and temporary, by January 1, 2017. On January 1, 2017, Wheel-Trans introduced a new eligibility criteria and application process to comply. This re-registration process for customers who applied prior to January 1, 2017, ensures a fair and equitable approach for all Wheel-Trans customers and ensures that all customers are assessed using the same eligibility criteria.
What are the new eligibility categories?
Unconditional eligibility: a person with a disability that prevents them from using conventional transportation services. They always receive door-to-door service. Temporary eligibility: a person with a temporary disability that prevents them from using conventional transportation services for a specified period of time. They always receive door-to-door service.
Temporary eligibility: a person with a temporary disability that prevents them from using conventional transportation services for a specified period of time. They always receive door-to-door service.
Conditional eligibility: a person with a disability where environmental or physical barriers limit their ability to consistently use conventional transportation services. When none of their conditions are present, they have the ability to travel using the TTC's accessible conventional service for all or part of their trip. When one or more of their conditions are present, they require door-to-door service.
Will I still have access to door-to-door Wheel-Trans service?
Yes, customers who qualify for Unconditional or Temporary eligibility will be able to travel door-to-door for all of their trips. Customers with Conditional eligibility will be able to travel door-to-door when one or more of their conditions are present and may be required to travel via Family of Services when none of their conditions are present. Currently, a Family of Services trip is optional, meaning customers can choose to travel door-to-door at all times.
Line 3 Bus Replacement Plan
The official Line 3 Bus Replacement Plan with full transit priority measures and priority bus lane routing went into effect on November 19, 2023.
The adjustments will reduce travel times and improve the quality of service, as well as provide Scarborough customers with accessible transportation service that meets the AODA standards.
The interim express service was replaced by an extended bus service between Scarborough Centre and Kennedy stations on the following routes:
- 38 Highland Creek
- 938 Highland Creek Express
- 129 McCowan North
- 131 Nugget
- 133 Neilson
- 903 Kennedy-Scarborough Centre Express (renamed to 903 Kennedy Stn-Scarborough Express)
- 939 Finch Express
- 985 Sheppard East Express
Routing, bus stops and the frequency of service were adjusted on the following routes:
- 21 Brimley
- 43 Kennedy
- 343 Kennedy Night Bus
- 134 Progress
- 913 Progress Express
- 954 Lawrence East Express
- 996 Wilson Express
For further details, please visit ttc.ca.
Congratulations to the new ACAT members and pool members!
We would like to congratulate the new members and pool members selected for the 2024 ACAT term! The new members will join the committee in January 2024 and contribute to the group’s efforts to provide advice and guidance in continuing to make the TTC accessible to all customers. These new members will replace the outgoing members and pool members who have completed their term with ACAT. We thank the outgoing volunteers for their time and dedication to ACAT.
Chat online with Wheel-Trans Customer Service
Did you know that you can chat with a Wheel-Trans customer service representative through the online chat feature? This convenient method of contacting customer service is available through the Wheel-Trans Self-booking Website from Monday to Friday, 8 a.m. to 4 p.m., excluding holidays.
Operations update
Safety first! As the holiday and winter season approaches, please make sure that your personal entrances are clear of ice and snow. If you require assistance and qualify for the Senior Assistance Home Maintenance Program, please contact the City of Toronto at tigp.org. You can also contact 311 if your street has not been cleared in a timely fashion.
Wheel-Trans has a Severe Weather Plan in order to keep everyone safe. Customers will be advised when a severe weather advisory has been declared, and customers are encouraged to cancel nonessential trips without penalty. Same-day trip bookings are not available during a severe weather advisory.
Holiday Service: Important changes to your regular service
Regularly Scheduled Trips
Many facilities and programs close over the holiday season, so we will be cancelling all regularly scheduled trips (trips that automatically reoccur every week) from December 24, 2023, to January 6, 2024, on your behalf. Regular trips for dialysis will not be cancelled.
You can still make travel arrangements during this period, but you will need to book all the required trips. If you know in advance that you will need your regularly scheduled trips during the period mentioned above, please let us know beginning December 10, 2023, or up to seven days prior to the date you are travelling by visiting the Wheel-Trans Self-booking Website or by calling Wheel-Trans Reservations at 416-393-4222.
Service to Regional Transfer Points
Please note that service to Regional Transfer Points will continue seven days a week, 24 hours a day, as they are located at TTC Stations and Access Hubs.*
Central
- Yonge-Steeles Access Hub: 6464 Yonge St. (SW corner) for Transfers to YRT/Mobility on Demand.
- Pioneer Village Transfer Point: 2800 Steeles Ave. West at YRT Platform #3 for Transfers to YRT/Mobility on Demand.
- FINCHGO Transfer Point: 5697 Yonge St. at Platform #3 for Transfers to YRT/Mobility on Demand.
West
- Humber Access Hub Transfer Point: 205 Humber College Blvd. at Platform #4 for Transfers to Peel Trans-Help.
- Kipling Regional Transfer Point: 950 Kipling Ave. at the Accessible Entrance on St Albans Rd. for Transfers to Peel Trans-Help.
East
- Freshmeadow and Don Mills Hub Transfer Point: 4001 Don Mills Rd. (NE corner) for Transfers to YRT/Mobility on Demand.
- McCowan and Steeles Transfer Point: 7011 McCowan Rd. (at Shelter) for Transfers to YRT/Mobility on Demand.
- Meadowvale Access Hub Transfer Point: 1365 Meadowvale Rd. (in the Bus Loop) for Transfers to Durham Transit.
*Please check with your connecting Regional Agency for their hours of service.
Service to Major Malls
In order to deal with congested parking lots at shopping malls, beginning Sunday, December 10, 2023, we will provide service to the following malls, only to the entrance listed below:
- Yorkdale Shopping Centre: Shoppers Drug Mart Mall Entrance.
- Scarborough Town Centre: Entrance #7 near TD Canada Trust Bank and Entrance #2 near Canada Trust.
- Fairview Mall: Entrance #6 near Shoppers Drug Mart Entrance #4 near Hero Burger and T&T Supermarket Entrance.
- Cloverdale Mall: Winners Entrance and Home Hardware Entrance. • Sherway Gardens: Entrance #7 near Shoppers Drug Mart and Entrance #4 near Scotiabank/Starbucks.
Service to all other malls will remain unchanged. Please remember you are responsible for carrying your parcels, bags and boxes.
Staying informed about construction work on the TTC
If you are travelling using Family of Services (FOS), it is important to know that construction work in TTC stations can occasionally disrupt your travel plans. To ensure you have the most up-to-date information on construction projects, visit our website at ttc.ca.
Why is this information important?
- Stay informed: Access the latest updates on station construction work, including project details and timelines.
- Accessibility alerts: These alerts are in place to better serve our customers with sensory sensitivities. Look for a distinctive blue bar at the top of station pages to find accessibility alerts. These alerts will keep you informed about any station-specific changes or important updates related to accessibility so you can plan your journey with confidence.
- Station information: Explore our station pages for information about accessibility features and any ongoing construction work. This allows you to get a visual representation of the station and its accessibility features, ensuring you can navigate comfortably
How to find information on ttc.ca?
- Visit ttc.ca on your web browser.
- Click on the “Routes and schedules” section, located at the top, on the red bar.
- Select the line and then the station you are interested in. Here, you will find information about ongoing construction projects, accessibility features, and alternative options.
- You can also keep up to date on ongoing construction notices that may impact your journey, using the “Service advisories” tab. The TTC is continuously working to improve accessibility for all its customers, and we appreciate your understanding of the ongoing construction work. We are committed to minimizing disruptions and ensuring that your journey with Wheel-Trans remains as convenient and comfortable as possible.
Debit and credit card payment available on the TTC
Paying your fare on the TTC is now easier than ever! Simply tap your debit or credit card, or use the cards loaded in your mobile wallet on your phone or smartwatch to pay your fare. The amount deducted from your card will be $3.30, which is the same as the adult PRESTO fare. The following cards are accepted:
- Visa
- Visa Debit
- Mastercard
- Debit Mastercard
- American Express
- Apple Pay
- Interac® Debit
- Google Pay
Seniors, youth, Fare Pass Discount Program users, and monthly pass customers should continue using their PRESTO card. Visit ttc.ca to learn more.
Travel Training
Travel Training is a free program available to Wheel-Trans customers who want to learn how to use the TTC’s conventional system (bus, streetcar, subway), which operates on fixed routes and schedules. This program is also a great way to help you learn how to travel using the Family of Services. A Family of Services trip means travelling to your destination using a family of TTC vehicles, which can include a combination of Wheel-Trans, bus, streetcar and subway.
Note: Travel Training does not determine Wheel-Trans eligibility.
The goal is to help you improve your travel skills, increase your comfort and confidence when travelling on the TTC, and teach you about your travel options. The Travel Training Program can be customized to meet your needs.
Please feel free to contact Arlen Orellana, Wheel-Trans’ Travel Training Specialist, for any questions, or to book a session. She can be reached at 647-614-9396 or by e-mail at TravelTraining@ttc.ca.
Late cancellations/‘Life Happens’ Policy
Wheel-Trans understands that ‘Life Happens’ and there are circumstances that are beyond the control of its customers. Therefore, each Wheel-Trans customer will receive a total of eight ‘Life Happens’ points per month. This will not only give flexibility when ‘Life Happens’ and customers need to cancel a trip on short notice, but will also help reduce the number of cancellations to ensure more trips are available for customers.
A Late Cancellation (LC) occurrence is defined as any booked trip that is cancelled less than four hours before the scheduled pick-up time. This includes trips that are booked as a same-day trip request.
A Cancel-at-the-Door (CAD) occurrence is defined as any booked trip that is cancelled after the Wheel-Trans vehicle has arrived at the pick-up location.
A No-Show (NS) occurrence is defined as any booked trip where the Wheel-Trans vehicle arrives at the pick-up location and the customer is not present.
Customers are expected to make every possible attempt to cancel booked trips that are no longer needed or cannot be used at least four hours in advance of their scheduled pick-up time.
For more details, please visit the Wheel-Trans policy webpage or call Wheel-Trans Customer Service at 416-393-4111.
Message from the Chair of ACAT
As my term comes to an end as Chair of ACAT 2023, I reflect on the many people that I have met. I also reflect on all the issues dedicated ACAT members have worked on. I think of all the changes in one short year and am amazed at what ACAT has accomplished.
We have been involved in so many initiatives. The members of the various ACAT sub-committees have worked diligently with the support of TTC staff and board members.
Some of the topics we discussed this year include:
- The Davisville station platform and removal of barriers
- Easier Access projects
- Family of Services
- Travel Training
- Evacuation and safety features
- Vehicle comfort, safety and accessibility features
- Initiatives to assist riders with low or no vision
- Messaging to the general public
- Operator training
- Safety and security
- Addressing mobility concerns
- Escalators, elevators and handrails on stairways in stations
The above is a short list of ACAT’s many accomplishments over the past year. The goal is to help make the transit system fully accessible for all customers.
As this year ends, I want to wish you all the blessings of the season. Whatever your beliefs are, this is a wonderful time of the year to meet family and friends or to reach out to those who have no one. It is a reminder to respect each other and care for the less fortunate. May you and your loved ones be well and safe and enjoy the freedom and flexibility that the TTC offers.
In closing, happy holidays to everyone. May this holiday season bring you good health and happiness. I wish you the best for 2024!