Access - Summer 2026

View a PDF version of the newsletter.

Message from the Head of Wheel-Trans

I hope you are enjoying the beautiful summer weather and all that the season has to offer.

This has been an exciting year for Toronto, and I would like to thank our Wheel-Trans customers for their patience and support during the FIFA World Cup 2026™ events hosted throughout the city. We were proud to help welcome visitors from around the world while continuing to provide accessible transportation for our customers.

During the FIFA Fan Festival™ and the six matches hosted in Toronto, Wheel-Trans teams worked closely together to provide daily accessible service and support customers travelling to and from event venues. We are proud of the role we played in helping customers travel safely and comfortably across our city.

Looking ahead, we are continuing to invest in improvements that will make using Wheel-Trans easier and more convenient. In the coming months, we will introduce new technology that will enhance trip booking and call management services, making it easier for customers to access information and request trips. We are also upgrading systems that support our reservations, scheduling, and dispatch operations to help improve service reliability.

I am pleased to share that applications for the 2027 Advisory Committee on Accessible Transit (ACAT) have now closed. Thank you to everyone who helped spread the word about this opportunity. We look forward to welcoming new members in January 2027 and continuing to work with the committee to improve accessibility across the TTC.

I would also like to invite you to attend the TTC’s Annual Public Forum on November 10, 2026. The forum is an important opportunity for customers to learn more about TTC services, share feedback, and engage with TTC leadership. I look forward to meeting many of you there.

As we prepare for the season ahead, I am reminded of this quote:

“Autumn is the season that teaches us that change can be beautiful.” — Unknown

Thank you for allowing us to be part of your journey. We remain committed to providing safe, reliable, and accessible service for every customer.

Pamela Watson
Acting Head, Wheel-Trans

Family of Services (FOS) trips are now more convenient with fewer transfers

Family of Services trips are now more convenient, with fewer transfers to conventional TTC services (subway, streetcar, LRT and buses).

This enhancement to FOS trip scheduling will ensure a smoother, simpler journey to your destination. We encourage all customers to experience Family of Services travel and share their feedback with Wheel-Trans Customer Service by emailing WTCS@ttc.ca or by calling 416-393-4111.

If you want to learn how to travel on the TTC conventional transit, our Travel Training team is here to support you. You can contact the Travel Specialists at traveltraining@ttc.ca or 416-472-2393 for personalized support and to gain confidence when using conventional transit.

TTC’s Annual Public Forum on Accessible Transit 2026

Mark your calendars for the TTC’s 19th Annual Public Forum on Accessible Transit, co-hosted by TTC’s Advisory Committee on Accessible Transit (ACAT).

It is a great opportunity to interact with TTC management and staff and learn about exciting changes happening across the organization. This will be a hybrid event, with the opportunity to attend in person or virtually via live streaming.

Date: Tuesday, November 10, 2026

Location: MaRS Discovery District – Auditorium, 101 College St, Toronto, ON M5G 0A3

Marketplace (in-person only): Interact with TTC management staff and view information displays about various accessibility initiatives at the TTC.

Forum (hybrid): The Forum is similar to a town hall event, where a panel of speakers comprising TTC board members and staff will discuss TTC’s accessibility accomplishments over the past year. A moderated question and answer session will follow, and virtual attendees can participate by submitting questions via the chat link.

Accommodation: Real-time captioning, sign language, and attendant care will be available.

The exact timing of the event, along with the registration link and other details, will be posted at ttc.ca/accessibility in early fall.

TTC upgrades Live Service Alerts on ttc.ca

The TTC’s Live Service Alerts has been upgraded. The online tool is the centralized information hub, with planned and unplanned service changes and network information easily accessible in one location.

The upgraded TTC Live Service Alerts will also include expanded real-time service updates and accessibility features, and more detailed station and surface route information. These changes are expected later this year.

What has changed with the Live Service Alerts upgrade?

Customers looking for information on planned and unplanned subway and LRT closures and other service disruptions will now find these alerts centralized alongside all other service changes in the upgraded Live Service Alerts section.

The yellow alert bar located at the top of webpages across ttc.ca will only feature updates for significant service impacts and disruptions.

Examples would include, but are not limited to, widespread, long-term, systemwide outages affecting:

• Accessibility for customers (elevators, escalators, passenger assistance intercom system)
• Subway and LRT lines
• Fare payment system disruptions affecting PRESTO, debit or credit cards

Enhanced accessibility information

Accessibility alerts now include:

• Exact locations of the elevator or escalator outages
• Clear start and end times for outages
• Step by step guide to accessible alternatives
• A visual list of nearby stations with accessibility indicators

For more information, please visit ttc.ca/riding-the-ttc/Updates.

Have you used the Wheel-Trans Self-booking Website and mobile app?

The Wheel-Trans Self-booking Website (SBW) and Wheel-Trans mobile app offer the fastest ways to book or cancel your Wheel-Trans trips, any day, any time, at your fingertips. There is absolutely no wait time, and these online methods offer a variety of features such as tracking your vehicle location as you wait, saving your favourite drop-off/pick-up locations and receiving important service announcements from Wheel-Trans.

To learn how to use the Self-booking Website or the mobile app, please call Wheel-Trans Customer Service at 416-393-4111.

Alternatively, you can watch the Wheel-Trans Self-booking Website Video Tutorial on the Toronto Transit Commission YouTube channel for a video tutorial on using the website to instantly book or cancel your rides.

Visit the Wheel-Trans Mobile App page on ttc.ca for a video tutorial on using the app to instantly book or cancel your rides.

The TTC launches new exit codes in select subway stations

Finding your way through some of the TTC’s busiest subway stations is about to get easier thanks to a new three-month wayfinding pilot the TTC is testing at Bathurst, Dufferin, Bloor-Yonge, Union, St Andrew and King stations. The new wayfinding labels exits and key locations with simple letters and numbers (for example, A or A1). Customers can use this system to choose the best exit for their needs, make transfers more confidently and move through stations more smoothly.

What you need to know:

• Customers will see new yellow alpha-numeric signs (like A or A1) and updated signs that list nearby streets and places and which exit code to use.
• The Transit app has also introduced expanded, step-by-step station navigation for the six pilot TTC stations.

Customers can share feedback about the new identification system by contacting TTC Customer Service. If possible, please include the station name, the exit code (e.g., A1), the date and time, and a brief description of the issue or suggestion.

For more information, please visit ttc.ca.

Do you want to participate in Wheel-Trans customer service surveys?

As an existing Wheel-Trans customer, if you want to participate in Wheel-Trans customer service surveys, please provide your consent to the TTC to share your limited personal contact information with a third party under contract with the TTC to carry out Wheel-Trans customer service surveys. No medical information will be shared with the third party.

Log into your account on the Wheel-Trans Self-booking Website and “Opt-in” to provide consent. You can change your preference anytime under “My Profile and Settings.”

Your participation in the surveys is crucial to improving Wheel-Trans service and helping us provide an enhanced customer experience.

Fair Pass Transit Discount Program

The City of Toronto’s Fair Pass Transit Discount Program is a poverty-reduction initiative that helps make the TTC and Wheel-Trans more affordable for low-income Toronto residents. The Fair Pass discount is programmed on a PRESTO card, saving cardholders 36% on TTC single adult fare rides, including Wheel-Trans, and 21% on TTC adult monthly passes.To be eligible for the discount, you must:

• live in the City of Toronto;
• be 20-64 years old;
• meet the program’s definition of low-income, and;
• have a PRESTO card.

Learn more and apply online at toronto.ca/transitdiscount.

If you have any other questions, please contact the Wheel-Trans Customer Service by phone at 416-393-4111 or email at WTCS@ttc.ca. 

Wheel-Trans aims to reduce wait times at regional transfer locations

Wheel-Trans, in collaboration with Peel, York and Durham region transit organizations, has been working to reduce customer wait times to 15 minutes or less. To date, Wheel-Trans has reduced the average wait time to 16 minutes, which is a significant improvement from the 30-minute average wait time in 2024.

In order to achieve this, Wheel-Trans dispatchers will automatically modify your scheduled arrival or departure times on your behalf. If, for any reason, you would prefer that Wheel-Trans does not change your trip times, even when the wait times exceed 15 minutes, please contact Wheel-Trans Customer Service by email at WTCS@ttc.ca or call 416-393-4111. 

Guidelines for using the Wheel-Trans Priority Line

The Wheel-Trans Priority Line should only be used for situations requiring immediate assistance, such as when:

• Your vehicle is more than 30 minutes late
• You are stranded and require immediate assistance
• You have been no-showed for your scheduled ride

All other inquiries should be directed to either the Wheel-Trans Reservations Line at 416-393-4222 or Wheel-Trans Customer Service at 416-393-4111, as appropriate.

As a general guideline, non-urgent queries such as trip bookings, confirming trip details, and trip cancellations and modifications, including same-day cancellations and same-day trip modifications, should be directed to the Wheel-Trans Reservations Line (416-393-4222).

All other non-urgent queries, such as updating customer information and general inquiries or feedback, should be directed to Wheel-Trans Customer Service.

This will help us ensure the Priority Line is available to customers who require immediate assistance, thereby ensuring the safety and security of all Wheel-Trans customers.

We appreciate your understanding. For any further questions, please reach out to Wheel-Trans Customer Service by email WTCS@ttc.ca or call at 416-393-4111.

Do you use the ramp on TTC buses? Get your free Accessible Flashcard now

All TTC buses are equipped with a ramp at the front door and have the ability to kneel or lower the front of the bus. Any customer who feels they can benefit from using the kneeling feature or ramp may request that it be activated. These accessibility features can assist people who:

• Use wheelchairs or scooters.
• Use other mobility aids, such as walkers, crutches or canes.
• Do not use a visible mobility aid, but those who would benefit from using a ramp, such as seniors or people with strollers.

You can request access to a ramp by directly asking the operator to activate the feature, or, as the bus is slowing down, show your blue Accessible Flashcard. The card lets operators know that you need to use the ramp. Accessible Flashcards are available by contacting TTC Customer Service by phone at 416-393-3030, Wheel-Trans Customer Service at 416-393-4111 or from Customer Service Agents at subway stations. For more information, please visit ttc.ca/accessibility.

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. You can do this by visiting the Wheel-Trans Self-Registration Portal or by contacting Wheel-Trans Customer Service by phone at 416-393-4111 or via email 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 email 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: 

New videos for TTC’s Travel Training Program

New Travel Training videos for buses, streetcars and subway trains are now available on the Toronto Transit Commission YouTube channel. The videos give customers an overview of the Travel Training program and what to expect when they sign up for a training session with a TTC Travel Training Specialist.

Since 2017, Wheel-Trans has been offering a free Travel Training program for all Wheel-Trans customers who want to learn how to travel safely and independently on the TTC’s accessible conventional transit (bus, streetcar and subway train). The Travel Training Specialist plans a personalized route, taking into account any accommodations the customer may need, and accompanies them on their journey.

Through the Travel Training sessions, customers learn how to:

• identify accessible routes
• locate and use accessibility features at TTC stations and on vehicles
• safely travel on vehicles using mobility devices
• use the PRESTO fare payment system
• interpret TTC maps and signage

Wheel-Trans customers can participate in the Travel Training program by emailing traveltraining@ttc.ca or calling 416-472-2393.

For more information, visit the Travel Training page on ttc.ca.

Note: Travel Training does not determine Wheel-Trans eligibility. 

Message from the ACAT Chair

As we move away from the heart of summer, Toronto is still buzzing with excitement and activity. June kicked off with a bang, as the FIFA World Cup 2026™ brought visitors from around the globe to our city, and football fever captured the attention of residents and visitors alike. The summer was also filled with an incredible lineup of concerts, festivals, cultural celebrations, and community gatherings that make Toronto one of the most vibrant cities in the world.

Toronto’s busy summer event season highlights the vital role accessible public transit plays in connecting people to concerts, festivals, sporting events, and community celebrations across the city. When streets are crowded and traffic congestion makes travel by car challenging, the TTC demonstrates its ability to move large numbers of people efficiently through its fully accessible fleet of buses and streetcars, accessible subway stations, Family of Services program, and Wheel-Trans door-to-door service, helping people of all abilities enjoy everything Toronto has to offer.

While much progress has been made, important work remains. ACAT continues to support accessibility upgrades at the remaining subway stations, improvements to Wheel-Trans booking and wait-list processes, and initiatives such as the electric Wheel-Trans bus pilot to help build a more accessible transit system for the future.

On behalf of ACAT, I wish everyone a safe, enjoyable, and accessible rest of the summer. We look forward to continuing our work together to make Toronto’s transit system more inclusive for all.

Sophie Petrillo
ACAT Chair (2026)