Access - Fall 2019
Message from Dwayne Geddes, Head of Wheel-Trans
PRESTO payment coming to sedan taxis
Changes coming to TTC Support Person card
Wheel-Trans Registration Cards
Customers should make sure to always have their Wheel-Trans registration card on them while travelling. Operators may ask to see your registration card, as it will let them know who you are, helping to improve the pick-up process and avoid potential confusion.
If you have lost your registration card or if it needs updating due to a change of address, please contact Wheel-Trans Customer Service for a replacement at email@example.com.
Accessing the priority line in emergencies, only for customers who are deaf or hard of hearing
For customers who require emergency accommodation, including no-shows, please contact the TTY phone number at 416-397-5871. The TTY number is available for all deaf and hard of hearing customers, no matter their eligibility type.
Tactile information coming to select stop poles across the city
New braille and tactile information signs will be placed at 20 bus stops across the TTC later this fall. The aim is to help visually impaired customers waiting at bus stops with multiple stop poles to find the exact stop where they should wait for their specific bus.
Request Stop Program
Did you know you can request to get off between bus stops if you’re travelling alone between 9 p.m. and 5 a.m.? Customers interested in taking advantage of this program should inform the bus operator of their desired stop location ahead of time so the operator can be prepared to stop and ensure the environment is safe before doing so. Once the bus has stopped, customers should exit the vehicle through the front door.
RideLine for customers with conditional eligibility
When conditional trip-matching launches this fall, customers with conditional eligibility will have to book trips using the online self-booking website or by calling Wheel-Trans Reservations at 416-393-4222, as the RideLine is not able to book trips for customers with conditional eligibility. Wheel-Trans has sent a letter to conditionally eligible customers who use the RideLine notifying them of the situation. If you use the RideLine and have not received a letter, please contact
Wheel-Trans Customer Service at firstname.lastname@example.org.
Front-seats: A first-come, first-serve basis
Due to customer demand and potential service delays, customers will no longer be able to place front-seat accommodation requests on their file without medical documentation.
Customers who have front-seat requests due to medical reasons will continue to be accommodated to the best of Wheel-Trans’ ability.
Please note – Family of Services boundaries
Family of Services follows Wheel-Trans boundaries, with vehicles only going 1 km into another region. This means customers using the subway will not be able to make Wheel-Trans connections at subway stops outside of the city limits. This only affects customers travelling to Highway 407 Subway Station and Vaughan Metropolitan Centre Subway Station, as these stations are north of the city limits.
2019 TTC Public Forum on Accessible Transit
New Wheel-Trans policies coming soon
Three new policies will be introduced this fall, covering the following topics:
- Travelling with Infants & Children
- DNLU: Do Not Leave Unattended
- Cross-boundary Travel.
The new policies will be available on the TTC website under Wheel-Trans Policies. Check the website for further details!
Read on for a recent customer's experience:
Message from ACAT
- Wheel-Trans Operations Subcommittee (WTOS) members are assisting staff with ongoing improvements such as the development of the new Wheel-Trans app which is due to go live this fall. WTOS has also worked on the re-registration process and provided feedback regarding the reservation wait times, which have improved.
- Design Review Subcommittee (DRS) members continue to advise on plans for accessibility modifications to numerous stations including Greenwood, Rosedale and King which are scheduled to become accessible by 2023. DRS also spearheaded recommendations for the capital project that is now under way to fix gap issues at subway platforms. DRS is currently working with Metrolinx to ensure ACAT recommendations for better accessibility will be included in Metrolinx projects.
- Communications Subcommittee members continued to provide advice on the importance of the TTC'™s Travel Training program for all Wheel-Trans customers who are interested in learning more about travelling using the conventional TTC on their own or with Family of Services.
- Service Planning Subcommittee (SPS) members continue to work on the Wheel-Trans 10-Year Strategy Access Hubs project, as well as adding more Family of Services routes. SPS is also involved in the 5-Year Service Plan and 10-Year Outlook Study to set a vision and identify strategies to enhance mobility in the City of Toronto over the next five years. The study is set to be completed in December, 2019 with a report to the TTC Board.
Achieving a fully accessible transit system is an ongoing commitment that requires the dedication of all fifteen ACAT members and TTC and Wheel-Trans staff.
New Family of Services Routes
Access Hubs' Expansion
Eleven new Access Hub sites are scheduled for construction by the end of 2019. These shelters will help Wheel-Trans customers using Family of Services by providing large, accessible and heated shelters for customers to wait for connecting trips across the city. Excitement is building around these developments, as well as the recent opening of a new Access Hub in June at Humber College's north campus.
Conditional Trip-matching Update
Wheel-Trans Scheduling & Dispatch
Further upgrades to the Wheel-Trans Scheduling & Dispatch system will be implemented this fall. This will result in improvements to the Wheel-Trans self-booking website and the release of a new mobile app! The mobile app will be able to book, modify and cancel rides just like the self-booking website.
In order to receive emails from Wheel-Trans about news and important information, please make sure your email address is on file with Wheel-Trans Customer Service.