What you need to know about Wheel-Trans and helpful definitions
Find what you need to know about Wheel-Trans services and learn some of our helpful definititions.Service Area
- 24 hours a day, seven days a week
- Schedule your arrival at your destination at least 30 minutes prior to your required arrival time to allow for traffic or other unforeseen circumstances.
- Be sure that your destination is open, as drivers cannot wait until a facility opens. This would cause delays to other customers.
- Occasional trips are trips that are booked up to seven days in advance of travel. For example, you can call on Monday to book trips for Tuesday and up to and including the following Monday.
- Regular trips are recurring trips at the same time, on the same day of the week and to the same destination for a minimum of two weeks, e.g. trips to work, school or physical therapy.
- Same day trips are trips booked on the day of service, at least four hours prior to the desired pick-up or drop-off time.
- Arrival time: You need to arrive at your destination at a specific time, e.g. doctor’s appointment. Plan to arrive 30 minutes prior to your appointment.
- Departure time: You need to leave a destination at a specific time, e.g. leaving work.
- At the time of booking, you will be given a window of time for your pick-up, e.g. between 10 a.m. and 10:30 a.m.
- On the evening prior to your trip (between 9 p.m. and 10:30 p.m.) or on the morning of your trip (beginning at 7 a.m.), you will receive an automated phone call that will provide you with the exact pick-up time, the destination(s) and the type of vehicle that will pick you up.
- If you do not receive a phone call, please call the RideLine at 416-397-8000 at least an hour prior to your scheduled pick up to obtain your trip information.
- We need to know the type of assistive device you will be using in order to determine the type of vehicle to send to you for pick-up.
- If you do not inform us or change your mind on the day of service, the wrong vehicle type may be sent to you. This could result in a significant delay to you as we make arrangements for a vehicle that can accommodate you.
You may travel with:
- One (1) companion or support person for a total of two travellers (including yourself)
- All your dependents (children)
- After 9 p.m., or on the day of service, you can contact us to see if we have space for additional passengers.
- Anyone travelling with you must pay the appropriate fare with the exception of a support person and only if you have a valid support person card.
- On weekends and holidays, you may bring as many companions or support persons as we have space for at the time of booking.
- At frequently travelled to destinations such as hospitals or shopping malls, you will be picked up and dropped off at designated entrances. We cannot accommodate requests for other entrances.
- Family members or caregivers may contact Customer Service if you require a DNLU designation on your file.
- A DNLU designation alerts our drivers to your need to be placed in the care of someone when arriving at your destination.
- To avoid delays to our service, we require the caregiver at the destination to be on time. If someone is not available to receive you and it causes a delay to service, we may require you to travel with a companion at all times.
- You may be required to travel a distance from the vehicle to your destination because of parked cars and narrow or dead-end streets.
- Drivers will escort you from the vehicle to the first set of accessible doors at your destination.
- Buses cannot enter residential driveways for safety reasons.
Ramps and walkways at pick-up and drop-off destinations must be:
- Clear of debris, ice and snow
- Ramps must have non-slip surfaces
- Ramp slope must not be too deep
- Ramps must have railings
- Your ramp, driveway and sidewalks must be cleared of ice and snow. Failure to do so may result in the cancellation of your trip.
- If you require snow removal, please contact the City of Toronto by calling 311.
- If we are experiencing severe weather or a major accumulation of snow, we recommend that you only take essential trips.
- Same day cancellations will not be counted as a late cancellation.
- We will post a message to this effect on the RideLine and on mywheel-trans.ttc.ca.
- Drivers will only take your manual wheelchair up or down one step or a curb at the point of pick-up or at your destination.
- Customers using a power wheelchair or scooter must use a ramp.
Note: The following does not apply to service animals.
- Ensure that you indicate that you will be travelling with a pet when making your booking.
- Pets must be on a leash or in a pet carrier at all times.
- Animals showing signs of aggression will not be allowed to board.
- Please indicate that you will be travelling with a service animal at the time of booking so that we can ensure there is space in the vehicle.
- You are responsible for transporting your personal belongings.
- For safety reasons, all items must be secured.
- Items should not protrude from your assistive device as this may make it impossible to safely secure your assistive device.
- We reserve the right to cancel your trip if we feel that it is not safe or if you do not have a companion to help you with your parcels.
- If you think that you may have left personal belongings on one of our vehicles, please contact Customer Service (416-393-4111) as soon as possible.
- If your item is found, we will make the necessary arrangements to return it to you.
- If a lost item is not claimed after 30 days, it will be sent to the TTC’s Lost Articles Office, located in the Bay subway station. The office is open to the public from 8 a.m. to 5 p.m., Monday to Friday, except holidays. Call 416-393-4100, Monday to Friday, 12 noon to 5 p.m. (except holidays).
- Assistive devices must not exceed a maximum width of 34 inches or 86 centimetres
- Wheel-Trans service is available within the City of Toronto and up to one kilometre into the adjacent regions of York, Durham and Peel.
- Specific transfer locations are in place for other regional para-transit services:
York Region Transit - Mobility Plus
- Shops on Steeles - 2900 Steeles Ave. E., Food Basics
- Centrepoint Mall - 6464 Yonge St., Pickle Barrel entrance
- Tim Horton’s - 3310 Steeles Ave. W.
- Tim Horton’s - 4228 Midland Ave.
Region of Peel - Transhelp
- Woodbine Racetrack - 555 Rexdale Blvd.
- Trillium Hospital - Queensway Site, Emergency Entrance, 150 Sherway Dr.
- Long Branch GO Station - 20 Brow Drive
Durham Region Transit - Specialized Service
- McDonalds Restaurant - Pt. Union Rd./Highway 401, 7431 Kingston Rd
You will be required to pay a fare to Wheel-Trans and the other regional service. Please contact each provider for information about fares, bookings and eligibility.
Many specialized transit services have agreed to eliminate the requirement for a formal application process when a customer from another GTHA jurisdiction wishes to use their service, and meets the following criteria:
- Uses a mobility aid; and
- Is registered as eligible for specialized transit service and in good standing in their own municipality.
This applies to the following regions:
- York Region
If you are interested in becoming a customer in one of the jurisdictions above, please contact Customer Service at 416-393-4111 or firstname.lastname@example.org.Service to Toronto Pearson Airport
Wheel-Trans offers service to Lester B. Pearson airport for the cost of your TTC fare. You are responsible for carrying your luggage.
Pick-up and drop-off locations are:
- Terminal 1: Arrivals Level 1, Doorway E
- Terminal 1: Departures Level 3, Post 9
- Terminal 3: Departures Level, Sign 29 (under covered walkway
ACAT: ACAT or the Advisory Committee on Accessible Transit was established as an advisory committee to provide a mechanism for ongoing public participation in decisions affecting accessible transportation in the City of Toronto. The Committee is comprised of volunteer members and reports to the Board of the Toronto Transit Commission.
Accessible taxi (minivan): Contracted minivans with ramps that provide trips for Wheel-Trans customers.
Accessible buses: buses on fixed routes that have ramps or lifts to accommodate customers using wheelchairs, scooters, walkers, strollers or other mobility devices. All TTC buses are accessible.
Accessible subway station: subway stations with elevators to accommodate customers using wheelchairs, scooters, walkers, strollers, bundle buggies or other mobility devices.
Arrival: the time you want to be at your destination.
Automated touch-tone service: telephone service that allows you to use your touch-tone phone to book or cancel trips (RideLine 416-397-8000).
Call-out service: Wheel-Trans automated telephone call that provides you with your trip information.
Cancelled at door: customer cancels a trip when the driver arrives for pick-up.
Companion: any person that accompanies you on your trip.
Departure: the time you want to leave your location.
Designated pick-up location: accessible pick-up locations at large facilities such as malls and hospitals.
Drop-off: the location and time that your trip ends.
Eligibility Reassessment Program: process that is followed if Wheel-Trans is reassessing a customer’s eligibility for service.
Fare: payment for your trip.
Guide/service animals: animals that have been specifically trained to assist with a person’s day-to-day life. The animal may wear a special harness or cape designating them as a guide/service animal.
Late cancellation: a late cancellation is a trip that you cancel on the day of service.
Metropass: a monthly pass for unlimited use on any TTC or Wheel-Trans service.
Mobility/assistive device: wheelchairs, scooters, walkers, crutches, canes or any other device that assists a person.
No-show: A no-show occurs when you are not present when the vehicle arrives at the scheduled time and location.
Occasional trip: trips booked on a one-time basis for up to seven days in advance.
Pick-up: the location/time where your trip begins
Priority Line: call the Priority Line (416-393-4311) if your driver is late by 30 minutes or more or if you have received a no-show and you still require the trip.
Registration number: your personal identification number from your registration card.
Regular trip: trips that are taken at the same time, on the same day to the same location for two consecutive weeks or more.
Regular trip interruptions: you can arrange to suspend regular trips by requesting a Regular Trip Interruption, e.g. during a vacation.
RideLine: Wheel-Trans automated touch-tone telephone service.
Same day service: bookings made on the day of travel at least 4 hours in advance of the desired pick-up and drop-off time.
Securement belts: belts in buses and accessible taxis (minivans) that are used to secure assistive devices.
Sedan taxis: contracted taxicabs that provide trips for Wheel-Trans customers.
Shared ride: Wheel-Trans is a shared ride service with multiple scheduled customer pick-ups and drop-offs along the way.
Support person: someone who assists with communication, mobility, personal care/medical needs or with access to goods, services or facilities.
Transfer point: if you require transportation beyond the city limits, we have established transfer points (locations) with other regional para-transit providers.
Trip confirmation: specific scheduled trip information that is provided to you via our automated call-out or by calling the RideLine after 9:00 p.m. the night before your scheduled service or anytime on the day of service.
Wheel-Trans bus: buses that are owned and operated by TTC Wheel-Trans.
Window of time: at the time of scheduling, you will be provided with an approximate range of time for your pick-up or drop-off.
Mobility on the TTC
Watch our YouTube video about using mobility devices on the conventional TTC system. This external link will open in a new window.
Support Person Assistance Card
Learn about the support person assistance card.