The TTC is asking all transit customers to help slow the spread of COVID-19 in Toronto. We’re committed to keeping our customers and staff safe.

Changes to service effective July 2, 2020

Masks or face coverings mandatory on the TTC

On July 2, 2020, it will become mandatory for customers to wear masks or face coverings on the TTC and Wheel-Trans.

Exceptions include:

  • 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.

For customers who do not have a mask or face covering, Operators will have a limited supply of one-time use, disposable masks to distribute and encourage use on transit.

Please note that for the continued safety of our 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.

Booking protocols

Effective July 2, 2020, the Wheel-Trans Self-Booking Website (SBW) will once again be available for booking occasional trips. Occasional trips are defined as one-time, non-recurring trips.

For increased safety measures for customers and staff, when booking a trip on the SBW, Wheel-Trans customers must successfully answer and pass a screening questionnaire regarding COVID-19 symptoms. Those who do not pass the questionnaire may call our Reservations Line at 416-393-4222 to book their trips.

Customers will be able to book trips seven days in advance.

If you begin to experience any COVID-19 symptoms, you are responsible for notifying our Reservationists or using the SBW to cancel your trip. Customers are asked to avoid travel if they are ill, however, arrangements can be made for life-sustaining trips by speaking with a Reservationist.

Automated call trip confirmations and call outs will start at 7:00 pm 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.

Bus boarding and payment changes on TTC buses

Starting July 2, customers will be able to board TTC buses through both the front and rear doors. The vinyl barrier that was installed at the front of the bus on April 8 will be removed as of July 1. Customers paying by cash, TTC tickets or tokens should board through the front doors and take a transfer from the elastic on the side of the operator’s barrier door. The plastic transfer sleeve will be installed on the side of the operator’s barrier on all buses and inside the door of Community Buses. If you are unable to take a transfer from the elastic, please ask the operator for assistance.

PRESTO card or PRESTO Ticket customers must tap their PRESTO card or PRESTO Ticket every time they board a bus or streetcar on the street or enter a subway station. Tapping deducts their fare, validates their two-hour transfer or verifies their monthly pass.

Customer Service Office – Open to the public

The Customer Service Centre at 1900 Yonge Street, above Davisville station has reopened with modified hours of operation. We strongly suggest that customers wear a face covering or mask if visiting the office.

Only two customers will be permitted in the office at a time.

Hours of operation: Monday to Friday 8:30 a.m. - 4:30 p.m.

The following alternate service options remain available:

  • PRESTO cards may be purchased at Fare Vending Machines at subway stations, Shoppers Drug Mart locations or online at prestocard.ca.
  • For general TTC information, contact our Customer Information office by telephone seven days a week from 8 a.m. to 6 p.m. at 416-393-4636.
  • To submit a complaint or compliment about the TTC, contact Customer Service by telephone seven days a week from 7 a.m. to 8 p.m. at 416-393-3030 or submit online.
  • Photo ID Services are not available at this time.

Why it is important to book Essential Trips only

To Our Valued Customers:

Wheel-Trans is asking all customers to continue to be vigilant and book essential trips ONLY to help stop the spread of COVID-19. Examples of essential trips include: attending life-sustaining treatments such as dialysis or cancer treatment, picking up medication at the pharmacy or getting groceries.

We are reminded daily by our health authorities that limiting the amount of times we go out will help stop the spread of this virus. Your co-operation will make a difference and will help keep everyone, including yourself, safe from COVID-19.

We understand how difficult it is to not be able to enjoy the things you are used to such as visiting friends and family or taking part in social activities in the community. Right now, we need to practice physical distancing and limit the amount of times we go out to essential trips only.

Until further notice, we ask all Wheel-Trans customers to book essential trips only at this time. This is a very serious situation and we need your help. If you need assistance with determining whether your trip is essential, we are here to help. Please call our Reservations Line at (416) 393-4222 and an agent will be available to assist you, 7 days a week between 5:30 a.m. to 11:00 p.m.

We greatly appreciate your co-operation during this challenging time. Please stay safe and well.

Expired Support Person Assistance Cards

For all Wheel-Trans customers who use Support Person Assistance cards, please continue using your existing card, even if it expires, until the TTC Photo ID facility at Sherbourne Station re-opens. We appreciate your patience and understanding during this challenging time.

Masks

Effective July 2, masks and face coverings are mandatory when travelling on the TTC. Please continue to treat our employees and your fellow commuters with respect during your journey.

April 9, 2020

Please be advised that customers can still access the Self-Booking website and Rideline to review their upcoming Wheel-Trans trip or cancel their Wheel-Trans trip.

We have also made adjustments to our Advanced Bookings. Customers can now only book their trips 2 days in advance, until further notice.

We greatly appreciate your understanding and patience as we navigate through this challenging time together.

April 3, 2020

Please be advised due to operational system changes brought on by COVID-19, Wheel-Trans customer call outs to confirm next day trips will be made at 5pm starting Monday, April 6, 2020.

You will receive confirmation of your trip via phone. A message will be left confirming your trip if you are not able to answer the call at that time.

Please note that the new call out time will continue daily until further notice.

We thank you for your patience and understanding. 

April 1, 2020

Ontario’s chief medical officer Dr. David Williams is strongly urging Ontarians over 70 and those of any age with comprised immune systems or underlying health conditions to stay home. It is advised that people in these categories should avoid having visitors and should access their appointments and services by phone or online if possible. It is encouraged that individuals ask family and friends or neighbours for help with groceries, prescription pickups and other essential errands. We encourage customers to only book essential trips at this time to help contain the spread of COVID-19. Wheel-Trans is practicing a safe physical distancing process with all of our trips. We appreciate your co-operation and understanding during this difficult time.

March 27, 2020

As you may be aware, the Federal government has recently announced an Emergency Order under the Quarantine Act that requires all travellers entering into Canada from abroad by air, sea or land, to self-isolate for 14 days whether or not they have symptoms of COVID-19. Canada’s Health Minister has also announced that travellers entering into Canada from abroad who display COVID-19 symptoms will not be able to take public transit, taxis, and ride shares to travel home from the airport. The Federal government will be arranging private transport from the airport to get travellers home. The government says people who fail to comply with the order could face fines up to $750,000 and/or six months in prison.

Wheel-Trans is taking the direction of the Federal government seriously. We are asking all customers to please contact our Reservations Line at (416) 393-4222 if you are booking a Wheel-Trans trip from Pearson International or Billy Bishop Airports. You will be required to complete a questionnaire with one of our Reservationists when doing so. Booking a trip from these locations will not be available through our Self-Booking website.

Your understanding and co-operation during this time is appreciated.

Physical Distancing Process for Wheel-Trans

Our priority is to protect customers and employees from COVID-19 exposure. Wheel-Trans is doing everything possible to monitor and adjust the number of customers on each trip to maintain proper physical distancing. We appreciate your patience and understanding as we continue to find the best ways to keep you safe.

If you feel sick, please stay home.

Help fight the spread of COVID-19. Do not use public transit if:

  • You have a fever and/or new onset of cough or difficulty breathing; or
  • You have been in close contact with a confirmed or probable case of COVID-19.

Please book essential trips only

In a community effort to contain the spread of COVID-19 that is supported by Toronto Public Health, we are encouraging customers to consider booking essential trips only at this time. We appreciate your co-operation as we continue to work diligently towards ensuring the safety of all customers and employees.

Booking airport trips

As of March 20, 2020, until notified, we are asking all customers to please contact our Reservations Line at 416-393-4222 if you are booking a Wheel-Trans trip from Pearson International or Billy Bishop airports. Booking a trip from these locations will not be available through our Self-Booking website.

Booking a trip to a hospital or COVID-19 testing facility

Safety is our top priority at the TTC. At this time, we are asking all customers to please contact the Wheel-Trans Reservations Line at 416-393-4222 if you are booking a Wheel-Trans trip to a hospital or COVID-19 testing facility. Booking a trip to these locations will not be available through our Self-booking website. We will continue to post updates as information becomes available.

Wheel-Trans cleaning and safety initiatives

Wheel-Trans buses that are out for service carry about 20 customers per vehicle with the majority of customers in mobility devices. If there are any incidents on a Wheel-Trans bus such as an illness or a customer coughing, the vehicle is taken out of service to be cleaned. Wheel-Trans operators always wear gloves.

Here is a summary of additional ongoing safety initiatives taken by Wheel-Trans since January 30, 2020, to help protect our employees and customers:

  • Wheel-Trans vehicles are receiving extra cleaning
  • Wheel-Trans operators have been fitted for masks
  • Wheel-Trans Division is cleaned and all touch points are wiped down Wheel-Trans staff have received extra disinfecting wipes for personal workstations
  • Wheel-Trans offices continue to receive a regular thorough clean
  • Employees have been notified of operational procedures for handling a customer who self-discloses that they have COVID-19

More information on COVID-19