Listen to an audio version of Wheel-Trans 10-Year Strategy Update (MP3, 14.3 MB)
Conditional Trip-Matching Update
Beginning in 2021, Wheel-Trans will be introducing Conditional Trip-Matching (CTM). When booking a trip, customers with conditional eligibility will only be provided with one trip solution that matches their conditions and abilities. If none of the registered conditions are present, they will be offered a Family of Services trip (e.g. a connection to the conventional TTC bus/streetcar or subway). However, if one or more of the conditions are present, they will receive a door-to-door trip from their origin to destination. Once CTM is implemented, conditionally eligible customers will no longer be able to decline a Family of Services trip in favour of a door-to-door trip.
In preparation for this, the Family of Services network has expanded to include key transfer stops along most of the major frequent service bus and streetcar routes, along with all accessible subway stations. Currently, there are 49 accessible subway stations, and all subway stations are expected to be accessible by 2025.
On January 1, 2017, in compliance with the Accessibility for Ontarians Disability Act (AODA), Wheel-Trans introduced their new eligibility criteria and application process. Any customer with a disability that prevents them from taking conventional transit, some or all of the time, may register for service. For those customers who were registered before January 1, 2017, Wheel-Trans has begun the re-registration process; starting with customers who choose to voluntarily re-register. To date, over 6,300 customers have voluntarily re-registered.
Customers are encouraged to continue to submit their application form for re-registration. Once Wheel-Trans has completed the re-registration of voluntary customers, there will be a move towards the mandatory re-registration process, starting with customers who are frequent riders. More information regarding mandatory re-registration will be shared in 2021.
Mobile App Pilot Update
Great news! The pilot for the new Mobile App is being launched. This new app will give customers another option to book and track their trips. One of the app features, called “Where’s My Ride?”, will allow customers to track their ride on a map ten minutes prior to their trip. This feature currently tracks only Wheel-Trans buses, but will be updated to include contracted vehicles later in 2021. Stay tuned for more updates on the new app.
Introducing the new online Self-Serve Portal
Wheel-Trans has introduced a new online Self-Serve Registration Portal. This gives applicants and customers who are required to re-register, a convenient way to submit their application. The application can be filled out online and sent into Wheel-Trans staff through the online portal, eliminating the need to email, fax or mail any paper documents. For more information, please visit Wheel-Trans or call Wheel-Trans Customer Service at 416-393-4111, Monday to Friday between 8 a.m. and 4 p.m.
TTC’s newly constructed Access Hubs are large, fully accessible, well lit, heated shelters that can more easily accommodate multiple customers using mobility devices who are travelling on the TTC’s Family of Services. The map below shows the location of all sixteen Access Hubs, which became operational in 2020. To ensure customer safety and comfort, the TTC has also secured snow removal contracts to remove snow within 24-hours of a snowfall.
View the Access Hub map
Safety First! As the holiday and winter season approach, please be reminded that it is your responsibility to keep personal entrances 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 Toronto Intergenerational Partnerships. You can also contact 311 if your street has not been cleared in a timely fashion. Wheel-Trans also has a severe weather protocol in order to keep everyone safe. Customers will be advised when a severe weather advisory has been declared and customers are encouraged to cancel, without penalty, any unnecessary trips. Same day trip bookings are not available during a severe weather advisory.
Many facilities have reduced hours and closures over the holiday season. From December 20 to January 2, Wheel-Trans will cancel all regularly scheduled trips and provide life sustaining trips along with all occasional trips booked in advance.
During the month of December, Wheel-Trans will operate with one entrance service at all shopping locations. Some larger malls will be serviced through the following entrances:;
- Yorkdale Shopping Centre: Shoppers Drug Mart mall entrance
- Scarborough Town Centre: TD Bank mall entrance
- Fairview Mall: Shoppers Drug Mart mall entrance
- Cloverdale Mall: Dollarama mall entrance
- Sherway Gardens: Shoppers Drug Mart mall entrance
Please remember to check each location for hours and any safety requirements. Customers are reminded that even during the holiday season, they are responsible for carrying their parcels, bags and boxes.
Regional Transfer Points will remain reduced during the holiday season. For the best trip results, please book your trip through Reservations to ensure that your trip transfer point is at the most convenient location.