Listen to an audio version of COVID-19 Affected Service and Program Updates (MP3, 16.3 MB)
Masks or face coverings mandatory on the TTC
On July 2, 2020, it became mandatory for customers to wear masks or face coverings on the TTC and Wheel-Trans.
- Children under the age of two.
- Customers with medical or other conditions that prevent use.
- Persons who are unable to place or remove a mask or face covering without assistance.
Operators will be provided with a limited supply of one-time use, disposable masks to promote mask use on transit for customers who do not have one.
Please note that for the continued safety of TTC staff and customers, operators cannot assist customers with applying/securing masks or face coverings. If you require assistance, please have someone assist you prior to your trip or travel with a support person.
Face mask exemption cards and pins
The wearing of face masks and face coverings on the TTC is mandatory effective July 2, 2020. We recognize that not everyone is able to wear a mask, so the TTC has created a card that customers can use as a visual identifier for exemptions. These cards are provided as a courtesy by the TTC; customers who cannot wear a mask are not required to carry them.
Upon request, mask exemption pins are also available for those who require them.
Customers who wish to obtain one of these cards or buttons can visit the Customer Service Centre above Davisville Station (1900 Yonge Street) between 8:30 a.m. and 4:30 p.m., Monday to Friday.
Cards are also available at select subway stations, including Kipling, York University, Union and Bloor-Yonge. TTC and Wheel-Trans Customers can also request a card be sent to them by mail by calling TTC Customer Information at 416-393-4636 or Wheel-Trans Customer Service at 416-393-4111.
Trip booking changes
Effective July 2, 2020, the Wheel-Trans self-booking website (SBW) will re-open for booking occasional trips. Occasional trips are as defined one-time, non-recurring trips booked on an as-needed basis.
When booking a trip on the SBW, Wheel-Trans customers must successfully pass a screening questionnaire regarding COVID-19 symptoms. For increased safety measures for customers and staff, those who do not pass the questionnaire must call Reservations at 416-393-4222 to book their trips.
Customers will be able to book trips seven days in advance. Customers are responsible for notifying Wheel-Trans by calling Reservations if they begin to experience any COVID-19 symptoms by the time of their booked trip. Customers are asked to avoid travel if they are ill, however, arrangements can be made for life-sustaining trips by speaking with someone at Reservations.
Automated call trip confirmations and call outs will start at 7:00 p.m. on the day before the scheduled trip.
Self-booking website upgrades
Upon the re-opening of the self-booking website (SBW) on July 2, 2020, customers may notice some upgrades when navigating the website.
Some of the new features of the SBW include:
- Allowing customers who have a registered valid email address on file to reset their passwords online.*
- Design improvements, including updates to the booking screens.
- Listing trip cancellations when displaying customer trip history.
* To change your password online you must have an existing valid email on file or call our Customer Service Line at 416-393-4111 to add your email address to your profile.
Changes to conventional bus boarding
To allow for further social distancing, if you travel on a conventional TTC bus, you can now board at both the front and back doors. Here’s how it works:
- Anyone who requires the ramp or 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 who do not require the ramp or kneeling feature 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.
Family of Services
Wheel-Trans continues to offer Family of Services trips as an option for all customers to provide even more travel options and spontaneity of travel. A Family of Services trip connects Wheel-Trans customers with the TTC’s accessible fleet of bus, community bus, streetcar or subway for all or part of their trip.
Conditional Trip-Matching (CTM) provides a Family of Services trip to customers with conditional eligibility. A customer with conditional eligibility is able to ride the TTC’s accessible buses, streetcars and subways when none of their conditions are in place. The implementation of mandatory CTM has been delayed as a result of the COVID-19 pandemic. Please stay tuned for more updates.
We continue to process re-registration applications during this time. Wheel-Trans customers who applied for Wheel-Trans service before January 1, 2017 are required to re-register to determine their eligibility category. Please contact Wheel-Trans Customer Service at 416-393-4111 or email email@example.com for more information.
In order to safely update our customers on the 10-Year Strategy, our annual public consultation was posted online for comment and review on July 27, 2020. View our public update presentation or listen to the audio file. Please send any feedback to firstname.lastname@example.org.