Customer Comments and Staff Responses

Comments

“Why are the TTC buses not easily accessible for people with scooters of any kind?”

“Has the TTC considered transitioning their bus fleets to double-decker buses? A larger vehicle with more space could accommodate more people, but especially more riders with mobility and accessibility issues. This is probably more than a Five-Year Plan.”

Responses

Although TTC buses cannot accommodate all scooter types, they do accommodate various types of scooters. Buses are designed to safely permit the passage of a mobility device 1,220 millimetres long (48 inches) by 760 millimetres wide (30 inches) through the entrance, past the fare box, to the mobility device seating positions, which are designed to accommodate devices up to this size.

Articulated buses are more accessible than double-decker buses, because they provide more low-floor space on the bus. The TTC uses articulated buses on high ridership routes.

Comments

“Is the TTC going to make more use of the Q'Pod securements in buses on a regular basis?”

“Mobility devices are different sizes and shapes, some are stronger and safer to secure with the Q'Pod securement and others aren't. What are you looking at as far as addressing that? Is there any consideration to making mention what types of wheelchairs are safe with it?”

Responses

TTC will be moving forward with the use of Q'Pod securement devices on all future conventional bus procurements that do not have securement systems embedded in the wheel housing.

Q'Pods are not necessary on Wheel-Trans buses.

All mobility device securements must meet Canadian Motor Vehicle Safety Standards (CMVSS) and Canadian Standards Association (CSA) D435 Accessible transit bus standards, regardless of brand or model. The Q’Pod was introduced to remove securements from the floor of the bus to increase space to maneuver mobility devices. All mobility device types including scooters can be secured on TTC buses provided they have securement attachment points. TTC buses carry different securement lengths/types and operators are trained on how to safely secure mobility devices.

Comments

“When will streetcar ramps and city bus ramps be improved?”

“Why don't the streetcar ramps lower automatically?  It is a pain to wait for the driver to come out of the vehicle to open the ramp.  I think the driver is able to lower the ramp from his seat.”

“The streetcar accessibility ramp that comes out has to be manually operated by the driver. It takes 2 to 3 mins in all. Can we have a better system so drivers don't have to come out.”

Responses

Thank you for your feedback on streetcar and bus ramps. Although streetcar ramps can be operated electrically from either inside or outside the vehicle, the procedure is to have the operator leave the cab to deploy the ramp.  In the interest of customer safety, this procedure ensures that the ramp is deployed correctly and that assistance is immediately available for those customers who require it. As part of the streetcar ramp procedure, the streetcar operator also ensures that other vehicles on the road have stopped.

The folding ramp for the TTC's new hybrid electric buses that are rolling out in 2023 and 2024 include an increased weight capacity (800 pounds, or 363 kilogram), improved high visibility striping, and are 32 inches (or 813 millimetres) wide.

The TTC consults with its Advisory Committee on Accessible Transit (ACAT) about vehicle improvements and future vehicle procurements. Staff will seek ACAT feedback about ramps and other accessibility features in advance of future procurements.

Comments

“People with limited hip flexion have difficulty sitting on low bus seats.  The seats if I am able to sit at all I usually leave my legs jutting out in the aisle … a hazard for myself and other riders.  Of necessity then I must limit my trip length to distances I am able to stay standing.  Please provide a forward facing alternative preferably at stool height.”

Response

When designing interior seating layouts, TTC aims to have as many forward facing seats as possible. However, we do use a blend of aisle facing and rear facing seats to maximize seating capacity. There aren’t any stool height seat designs available for transit bus applications at this time. We will however explore options for future procurements.

Comments

“Can you look at putting those new screens on the articulated buses so we can see up to 3 bus stops in advance because it would be much more helpful for passengers, especially those who don't take TTC often.”

Response

Digital LCD screens are already on the newer TTC buses, and they are a standard requirement for any future TTC buses. Plans are underway to enhance the LCD next stop screens on these buses to show more stops in advance. There are no current plans to add the LCD screens to older TTC buses. 

Comments

“Streetcar horns should be updated because they currently sound like car horns, but they should make it sound like a heavy duty truck horn.”

Response

The current streetcar horn is also used on some trucks. Based on the supplier information, it is used on trucks and other industrial equipment.

Comments

“Your Wheel-Trans buses and van ramps are much too high for an ambulatory person to climb or descend. There is also nothing to hold onto. How will you rectify this situation?”

Response

All TTC buses meet and exceed CSA D409 & D435 Accessibility standards. For customers who are ambulatory, the operator can and should deploy the wheelchair ramp to facilitate boarding and exiting. The doors do have yellow grab handles to hold on to.

Comments

“At the beginning of September, it was announced that TTC would not be meeting its goal of accessibility by 2025; I'm hearing at this event that the TTC is still striving to meet it, which I am hopeful for. Is it still the goal to be fully accessible by 2025?”

“Do you believe that it is important to have the accessible elevators at Warden Station to be functional as soon as possible, while persons with a disability, breathing problems, grocery buggies, elder persons are suffering with difficulties going up and down the stairs?”

“Why has the elevator access to Old Mill Station continually delayed?  It was 2022 then 2024 and now TTC lists it as 2026 - but it seems as though it might be even later.  This is a 3 level set of stairs with escalators only going up.”

Response

As was shared at the Forum, the TTC remains committed to making all subway stations accessible. Construction is underway at 15 of the remaining 16 subway stations that are not yet accessible. Of the 16 stations, 3 will be accessible by the end of 2024, and 9 more will be accessible in 2025 (including Warden Station). Another 3 stations will become accessible in 2026, and the TTC is working hard to ensure the final station (Old Mill) is completed as soon as possible. There are ongoing property negotiations which have resulted in delays at Old Mill Station.

Comments

“Don't claim the entire streetcar system is accessible, when the entire stretch of Roncesvalles is still not accessible to people who need the ramp deployed.”

“You're saying that all the streetcar stops are accessible, and in fact that's not the case because I was on the 504 going from Dundas West to Queen in Roncesvalles.. It turns out the first set of stops is not accessible. When I tried to go home, the driver refused to let me aboard because they are trying to say it is not accessible.”

Response

There was a small gap between the streetcar ramp and some platforms along Roncesvalles, which meant that those platforms did not provide barrier-free boarding to streetcars. Modifications of the platforms has been completed, and all stops along Roncesvalles Avenue are accessible to all low-floor streetcars as of December 18, 2023.

Comments

“Bus stop locating - suggestion - add textured pavement at each stop. Phase in over time. This method was used in South Africa and it was brilliant. When wheeling a manual wheel chair I look down and I'm lower to the ground. Textured stops was extremely helpful.”

Response

The TTC follows City of Toronto standards at bus stops which include a brushed concrete surface similar to sidewalks. The City generally prefers to match pedestrian infrastructure and to include different textures to identify hazards (for example, tactile attention indicators at crosswalk curb cuts, and along edges of bus platforms next to cycling infrastructure) and also for textured pavers.

Comments

“It is extremely difficult to get to streetcars through snow, slush and ice. What measures are we going to take this winter to ensure accessibility to surface vehicles?”

“What protocols have been put in place this year that are different than past years on the King Street Streetcar for clearing the snow?”

Response

There are lessons learned from big snow events over the past couple years. The TTC has recently developed robust weather plans which are ready for the winter season. There has also been improved collaboration between the TTC and the City of Toronto.

Comments

“When buses are unable to stop at their designated stops due to construction, it is imperative that drivers alert a person with vision loss they are not located at the regular stop. Also, if a person requests assistance the driver should be able to leave the bus momentarily to orient the passenger. This has happened and driver indicated he was not allowed to leave the bus with passengers. This was mid-afternoon. On a weekday.”

“Dynevor Road has very bad road and TTC customer experience conditions with infrequent traffic and many accidents. Bad bunching and service on Dynevor Road to Eglinton. Very bad accessible experience. What are City Council and TTC going to do?”

Responses

Operators are trained to call out temporary stops, such as detours or unplanned diversions. If the automated system stops working, the operator must verbally call out all stops, until they can get a replacement bus.

A notice will be provided to operators as a reminder about calling out stops if the automated system is not calling them.

The TTC does not operate any routes on Dynevor Road (west of Dufferin, south of Eglinton).  Any buses that may have operated along Dynevor may have been due to traffic disruption in the area due to Metrolinx construction for the Line 5 Eglinton Crosstown Light Rail Transit project.

Comments

“How can the decision to remove the stop at 250 Davenport be corrected by making exceptions to the no disabled accommodation mid block stop policy.”

“With the Scarborough RT being removed, can you consider bringing back bus stops at the Lawrence East Station? There is no in between bus stops between Lawrence and Kennedy and Lawrence and Midland.  For seniors with canes and walkers, it's too far to walk to catch buses on the main roads to Kennedy station and to the Scarborough General Hospital.”

Responses

After a thorough safety review as part of a City of Toronto construction project, the stop in front of 250 Davenport was removed because it was midblock and there are two other close stops about 100 metres away in both directions that are closer to crosswalks at signalized intersections.

The TTC conducts safety assessments from a foundational preventative approach reflected in our transit stop design guidelines and City of Toronto Vision Zero data for the area around 250 Davenport indicates that it is reasonable to improve pedestrian safety by relocating our serviced stops to surrounding signalized intersections. Thus, a reasonable accommodation approach to restore the midblock stop at 250 Davenport is not supported by TTC and City of Toronto safety priorities.

The nearest bus stops to 250 Davenport are approximately 100 metres away, which are well within the 300-400 metre stop spacing guidelines for TTC stops.

Adding a stop at the former Lawrence East Line 3 station would require a routing change to the 54 Lawrence East bus route to serve the closed station. Additionally, adding a stop at the former Lawrence East Line 3 station would inconvenience more customers with longer travel times than it would benefit customers who are travelling to the former station.

The industrial services to the north of the former Line 3 station and the residential community to the south of the station are about 350 to 400 metres away from the Kennedy-Lawrence intersection, which is within the TTC's defined catchment area for bus stops across the network.

It may be worthwhile to reach out to the City of Toronto to request new benches along Lawrence Avenue, between Kennedy and Midland.

Comments

“How many buses do I have to wait before I am able to sit down? (when I was the first one in the line waiting outside in rain, snow, and heat waves) This has happened frequently. All incidents have been reported to customer service, but it keeps happening all over the TTC bus system. I have also had to show my accessibility parking permit many times to a bus driver just to have the ramp deployed. Which was also reported to customer service. It is not that there is no accessibility access in Toronto on the TTC, but the TTC employees themselves that are making it more difficult for people with disabilities. Why?”

Response

The TTC has a “first on, last off” (priority boarding) policy, in which customers who use a mobility device are encouraged to board a vehicle first. Some other customers have notified the TTC that they don't always see this supported effectively by bus drivers. We will issue a reminder to drivers about the policy, including suggestions for how to implement it in a way that makes it easier for customers using a mobility aid to board more easily.

Comments

“Why don't you do elevator work at night instead of shutting them down?”

“The system is not safe for us. Elevators are often dirty. Why should wheelchair users be forced to endure this on a daily basis?”

Responses

In most cases, elevators undergo minor, routine maintenance, which takes place during the day. If a customer is near the elevator when maintenance is taking place, maintenance work will be paused to allow the customer to use the elevator, and then maintenance would continue afterwards. Overnight maintenance is typically twice the cost, so it would have a substantial impact on budgets.

Please contact TTC Customer Service with any details about elevators that need to be cleaned.

Comments

“Where is the messaging when there's service disruptions or stations go down that there are shuttle buses available? And where is the staff directing people with mobility devices to the buses to get on when there's large crowds when a station is down? Why don't TTC staff identify people needing assistance as they come up from the subway and ask them to wait - once there are a few people waiting - why don't they call in a shuttle bus to load these people first.  Staff that you send only tell us to go out to the shuttle buses - they don't even bother to check out the info on alternate routes out of the station.”

“Want better service between Wheel-Trans and conventional, like when subway service is disrupted and a Wheel-Trans vehicle is needed.”

Responses

Thank you for this feedback. TTC staff will hold discussions in 2024 to explore ways to improve procedures for service disruptions, with specific guidance on how to better assist customers with disabilities.

As an example of how coordination with Wheel-Trans has been handled for a planned subway closure in downtown Toronto (St. George to St. Andrew), the TTC arranged for Wheel-Trans buses to be on stand-by to assist customers with mobility needs to get to Yonge Street (the other side of Line 1) or to make other arrangements including direct trips if the destination is nearby.

Comments

“Why are so many bikes - escooters and ebikes - being allowed on the subway, even during rush hour.  They block the aisles and doorways and seem to prefer the 3 blue seats - often blocking all 3.  As I understand it the TTC's bylaws prohibit bikes during rush hour and bans all motorized vehicles due to the danger of the lithium batteries and yet they are there on a daily basis.  People with limited mobility are in even more danger from these vehicles - never mind the fact that they barge their way on to elevators even when disabled or elderly users are waiting for them.”

Response

Due to recent events, the TTC is reviewing the e-bike policy to determine where updates may be needed. It is also important to point out that bikes of all kinds are not permitted on the TTC during peak periods.

Comments

“Does the one ride tap give two hours travel? Some don't work.”

“Does the two-hour transfer policy apply when using tokens, tickets or cash (as is the case when using PRESTO)?”

“I don’t mind using regular buses for shorter trips, but due to my necessarily slow pace it would be helpful to be allowed more than the two hour travel window for a single fare that is afforded to able bodied passengers. A lower fare would also be appreciated.”

Responses

All PRESTO fare media (including contactless payment options) entitle a rider to a two hour transfer.

Customers paying by cash, tickets or tokens, must obtain a paper transfer where they pay their fare, i.e., from an operator on a bus, vending machine onboard a streetcar or from a transfer machine at the subway station. Paper transfers are valid at transfer points on the day of issue for a one-way continuous trip, or as otherwise noted on the transfer. More information is available on the TTC website at: https://www.ttc.ca/Fares-and-passes/Fare-information/Transfers.

Customers are encouraged to use PRESTO fare media (including contactless payment options) to obtain the benefit of the two-hour transfer.

Transfer windows cannot be customized based on individual circumstances, only one transfer window can be implemented across a single fare type. When implemented, the two hour transfer window was deemed to be the appropriate balance between customer experience and financial sustainability, in addition to aligning with agencies across the GTHA. However, as long as the last tap is made prior to the two hour window expiring, a customer can continue to finish their journey. At this time, there are no plans to change this. Extending transfer windows was explored as part of the recent 5-Year Fare Policy work but did not make the shortlist of options. More information about this can be found in TTC's "Advancing the 5-Year Fare Policy" Board report. 

Comments

“What are you doing to cut costs for seniors, people with disability, and very low income people?”

“Is at any time the TTC going to lower the fare for those individuals 60 plus who have disabilities that are not visible?”

“Previously, if you were on ODSP and you had medical appointments, you would get a free bus pass. Now it's $128 per month for seniors.”

“As a person over 60 with disability that cannot be seen. Are you going lower monthly pass from $143? Can you lower the monthly pass to $125?”

“Would TTC merge fares for individuals. Over 60 plus senior TTC fare is $156 and Durham is $123.60. Can we merge this fare for lower cost?”

Response

The Fair Pass Transit Discount Program is a City of Toronto poverty reduction initiative to help make TTC and Wheel-Trans more affordable for low-income Toronto residents. The Fair Pass discount is programmed onto a PRESTO card number and saves cardholders 36% on TTC single adult fare rides and 21% on TTC adult monthly passes.

To be eligible for the discount, you must:

• live in the City of Toronto;
• be 20-64 years old;
• meet the program’s definition of low-income, and;
• have a PRESTO card number.

Learn more and apply online at www.toronto.ca/transitdiscount

TTC continues to work with the City of Toronto who manage the Fair Pass Discount Program. They are committed to launching the next phase of that program which will expand the existing Fair Pass to more individuals with a low income.

The TTC has adopted the province's "One-Fare" program, starting in February 2024.  Under this program, customers transferring between TTC and GO Transit will be reimbursed for their single ride TTC fare, while those transferring between the TTC and a neighbouring municipal transit agency will be able to use their 2-hour transfer without paying a second fare.

Fare affordability continues to be an important goal of the TTC as demonstrated by the recent 5-Year Fare Policy project. While there are no current plans to lower fares, TTC will consider this feedback for evaluation as part of future budgets. 

Comments

“Hire people with disabilities as ambassadors.”

Response

The TTC has a Diversity 10-Point Action Plan and a Diversity and Human Rights Plan. We are looking at how hiring practices can be more inclusive and more appealing, and that we understand what accommodations are needed in order to work effectively at the TTC.

Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability.

The TTC partners with employment service providers to assist individuals with disabilities in securing meaningful employment. Through workforce development sessions and targeted recruitment fairs, the TTC actively promotes its career opportunities to underrepresented job seekers, leveraging these talent pools.

Comments

“New operators are not getting off their seat to help people in wheelchairs get on or raise seats. We shouldn't be forced to literally beg or have to go through abuse from able-bodied customers, just to get on a bus. People will go back to using Wheel-Trans, if they don't feel safe on the regular TTC system.”

“Conventional transit drivers hide behind the shield and don't come out. Therefore it can be almost impossible to get the seat rasied. It's also unsafe if the driver drives fast.”

Response

Operators are not encouraged to leave their operating compartment because it removes them from the primary protections the vehicle provides for physical safety. However, Operators are required to perform functions outside of the compartment, such as setting up the Priority Seating, reviewing a mechanical issue, or dealing with an emergency. To report any issues regarding the above, please contact TTC Customer Service with as much information as possible including the date, time of day, route and 4-digit vehicle number so that we can look into the matter and get back to you.

Comments

“Your "customer service ambassadors" - when we can find them - are usually busy studying their phones or chatting to each other - you keep talking about technology when simple common sense would make much more sense.”

Response

The TTC's Operating Excellence procedure forbids station staff from using personal electronic devices while they are working. Supervisors are equipped with TTC phones, and they may need to use them as required as part of their duties.

Comments

“After being physically and verbally assaulted, due to using a mobility device on regular transit, I'd like to know when TTC will implement private security for us? Reports to police & TTC has not prevented over 4 more incidents this year.  These attitudinal hate crimes against people with disabilities is having a physical and mental distress.”

Response

TTC is in the process of recruiting and hiring 50 Special Constables. The additional Special Constables will allow us to increase our presence all over the transportation network, and address key areas identified by analytics. Special Constables are assigned to conduct High Visibility Patrols throughout the system as well as respond to emergency calls and calls for assistance from our customers.

Comments

“I have more conditions that I had when I first applied to Wheel-Trans.  Should these be added to my conditions and, if so, how do I do that?”

“Why do we have to re-register for Wheel-Trans and how do you notify people that they need to re-register?”

Response

A customer that applied for Wheel-Trans in the past and was provided with conditional eligibility with specific conditions will need to submit a new application if they feel that their ability to use the conventional TTC has changed. Wheel-Trans staff will carefully review the new application and make any necessary adjustments to the person's eligibility. This may include adding additional conditions, or determining that the customer now qualifies for unconditional eligibility.

Re-registration was put in place to ensure the eligibility for all Wheel-Trans customers is categorized in the same fashion and uses the same questions. Eligibility criteria have changed over the past several years to align with AODA requirements. Customers will receive a personalized letter explaining the reasons for re-registration and asking them to re-register. Some customers may not have received their letter, but they will eventually receive one. There are 19,000 customers to contact about re-registration, so it can take some time.

Comments

“When a customer calls the priority line we want the priority line. If we call customer service, we want customer service. Please delete all the messaging telling us to push this number to be transferred we are not dumb. It is insulting and a waste of our time to listen to such long messaging.”

“When an accommodation is made by a manager, what gives dispatch the right to countermand it? Listen to the phone lines. You will hear dispatchers making comments like "I don't agree with management decisions". I don't want to be specific. It happens a lot so I'm sure you'll find examples.”

“Please provide info regarding how many reps are answering calls - AM, noon, PM.  What use is it to be told you are number 40 in line without knowing whether 5 or 15 staff are answering calls?”

“Can you make Wheel-Trans customer service available the same hours as regular customer service?”

“If the expectation is for people with disabilities to use more conventional transit, then we should use conventional customer service and not have to deal with calling after hours and emails.”

Responses

Thank you for the feedback. We will take this feedback into consideration.

Generally, accommodations made by Managers still follow Wheel-Trans protocols. If there is a specific example that is not being followed, please reach out to Customer Service and they will forward the issue to the appropriate Manager who can resolve the issue.

Staffing varies daily, depending on call volumes and other factors. If the queue is high, staff may be added to handle the call volume.

Wheel-Trans has three lines to serve customers in any situation. While Customer Service is open from 8 AM to 4 PM, Reservations can be reached from 5:30 AM to 11 PM, 365 days a year. Priority Line is also available 24 hours a day, 365 days a year.

For conventional transit Customer Service, phone lines are open from 7 AM to 10 PM, 7 days per week. Complaints and suggestions can also be entered online at any time of the day.

Comments

“When will the booking window be shortened?”

Response

In terms of when a customer can book it remains at 7 days in advance.

In terms of the pick-up time, window times get shortened to the exact time the night before your trip, after 7pm.

Comments

“What if I cannot find the Wheel-Trans vehicle?”

“If I miss my ride, how do I get another ride?”

“Sometimes I miss my scheduled Wheel-Trans ride, what can I do to be picked up? The TTC and Wheel-Trans leaves, how can we fix this?”

“Wheel-Trans drops me at my doctor but my doctor was behind schedule, so I missed my Wheel-Trans pick up time, so Wheel-Trans left me and I could not get home! What is the TTC doing to stop this?”

“I have the same drop off and pick up every trip but get different buses. What's the system in place that determines where the buses go? How old is it? And is there any plan to make it better?”

“Would like to compliment Wheel-Trans for the good job they are doing. That being said there are a few things that need attention like client getting picked up more than 45-55 minutes after scheduled pick up time and drivers going to front instead of back and leaving no show.

Responses

Thank you for the feedback.

The Wheel-Trans vehicle will come to the location specified in the booking. If you are waiting at the correct location and entrance, and it has been more than 30 minutes from your pick-up time, please call the Priority Line. If you are unsure of the location and need to verify, please call Reservations.

If you miss your Wheel-Trans ride, please call the Priority Line and they will schedule another trip for you.

Please contact reservations as soon as possible so the trip can be adjusted or rescheduled to better accommodate when the appointment finishes. If you end up missing your ride, you can call Priority Line who will arrange another ride.

Wheel-Trans upgraded its scheduling system software in 2022 in conjunction with the self-booking website to schedule Family of Services trips. The system is able to schedule and group trips together based on customers requested arrival or departure times as well as account for the mobility device being used by customers. We re-schedule and optimize our schedules daily using a combination of Wheel-Trans buses, Accessible taxis and Sedan taxis.

We are also in the process of further expanding Family of Services routes and stops and making parameter changes to improve on time performance and provide customers with more direct rides.

Wheel-Trans is continually trying to make improvements to scheduling and the Dispatch team works ensure they make service adjustments to bring vehicles back on time. Occasionally, vehicles will run late due to weather, traffic or vehicle breakdown.

If a driver goes to the wrong entrance, please let Wheel-Trans know what the correct entrance is, or it is indicated when booking on self booking website or the mobile app. If the driver still went to the wrong entrance, please speak to Customer Service and they will investigate the incident.

Comments

“What can be done for passengers who need direct curbside access and the road is blocked by bike lane barriers, such as poles. Many times I have literally walked into traffic because the curb was not accessible. What can you do in snow or ice? How can you let all drivers across multiple platforms know it is acceptable to park there? They get regularly ticketed by police. You need stronger language.”

“The City bylaw permits Wheel-Trans to stop in a bike lane to load and disembark a passenger.  New drivers apparently believe they can no longer stop.”

“Cannot add comments at some locations. Hart House drop off in system wrong. Dropped off at garbage depot there. Pickup driver given wrong address and pickup location.  Told me to call it in. No public phone there, only wifi.”

“Set pickup points are not always possible but there are no provisions to request alternate locations.”

Responses

TTC and the City work together to ensure that there are designated stopping points for Wheel-Trans vehicles along cycling routes. Customers must contact the City of Toronto at 311 to rectify these issues, including expedited snow removal. Wheel-Trans communicates directly to the Taxi Contractors who advise all their drivers. A service reminder has been sent and drivers will continue to be educated.

Wheel-Trans will send out reminders to drivers about protocols for dropping off customers on a street with a bike lane. Wheel-Trans vehicles are permitted to stop in the bike lane to pick up and drop off customers.

Pick-up locations are determined in consultation with the property management. If a customer notices an error or issue with a location, they can let Customer Service know and it will be investigated. At Hart House specifically, Wheel-Trans serves the stop near the shipping and receiving entrance.

Comments

“Where is the line drawn that the passenger cannot wear scents if the drivers have scents in their vehicle?”

Response

Wheel-Trans has a “Zero Scent/Scent free policy”. When advised of a specific incident, our Customer Service Department will contact the customer in violation of the policy to explain the issue and advise them to refrain from using ‘scents/perfumes’ when travelling on Wheel-Trans.

While drivers try their best to ensure a scent free vehicle, there may be times when some scents are unavoidable, such as the scent from ointments, creams or other medical items. If you are unable to travel in the vehicle you are in due to a scent issue, please inform the Operator and another vehicle will be sent for you.

Comments

“I have had the experience where some of the Wheels Trans taxi or van drivers can get distracted by talking on the phone during the whole ride. It is scary and I don't know how could you address that. Some of them wouldn't help you up when is necessary. Maybe talking with their companies to reinforce the code of conduct and training to advise them not to do it.”

Response

A reminder was sent to taxi contractors through monthly meetings to ensure that drivers review the run-sheets and perform duties in a professional and courteous manner. In addition, specific drivers, identified through our customer service complaints, will be provided refresher training on Wheel-Trans policies, procedures and sensitivity.

Comments

“Out of town service out of Toronto is not easy and accessible with TTC and Wheel-Trans. Wheel-Trans dropped me at the wrong spot, I could not communicate in time and I could not find my way home! How is TTC improving accessibility outside of Toronto with Wheel-Trans?”

Response

Wheel-Trans travels up to one kilometre into adjacent municipalities. We work with other transit agencies to coordinate trip times to reduce layover times. There is a reciprocal agreement in place to accept other agencies’ eligibility criteria. More of the TTC’s Access Hubs are being used for cross-boundary transfers. Wheel-Trans encourages customers to try scheduling both legs of their trip within 15-20 minutes of each other to reduce layover time.

Comments

“I've heard here tonight that the Family of Services is not mandatory at this juncture. Is Family of Services going to stay voluntary? Or will there come a time when it will become mandatory? Thank you.”

“Stop pushing Family of Services. The conventional system is not safe for people with disabilities.”

“For Family of Service, if I run into a problem how do I get a hold of Wheel-Trans?”

“As a blind person, how would I identify a Family of Service stop?”

Responses

There are no plans at present to make Family of Services mandatory. A customer with conditional eligibility will always be offered a door-to-door trip if they are travelling when their disability conditions are present. Customers that qualify for Wheel-Trans with conditional eligibility will be offered a Family of Services trip when none of their disability conditions are present, however, they can choose to switch to a door-to-door trip. Wheel-Trans offers a free Travel Training program for all Wheel-Trans customers who want to learn how to safely travel on conventional transit. The program offers an in-person session with our travel trainer who will help you navigate your trip using the TTC’s accessible buses, streetcars and/or subways.

For any issues during a Family of Services trip, please call Reservations or Priority Line.

When a customer schedules a Family of Services trip, they are provided a very detailed itinerary which describes the corner, the intersection and the address of the stop they are either to be picked up or dropped at, including the route and stop number. For customers who are sighted, these stops can be further identified by a unique blue no show board which hangs under the stop pole.

For a customer that is blind or has a visual impairment, they would qualify for Wheel-Trans service with a ‘Familiar” condition. When a customer has this condition on file, they would only transfer at Family of Services stops that they have communicated to us that they are familiar with. If the customer is not familiar with the route or transfers required, they would be provided with a door-to-door trip.

Comments

“Cannot call in only through wifi and live chat on line.  Please have live chat stop saying to call in when there are no public phones or phone booths.  It can become a safety issue for people who do not have a cell but have access to wifi.”

“Live chat not available at all hours in online booking.  After their hours have priority handle live chat as not everyone has a cell but could have access to wifi.”

“Online chat is great for those without access to cell phones or public pay phones but limited in hours operated not matching ride line or priority line hours which limits contact for help where no public phones are available and those not having cell phone but where wifi is available. Can you please direct chat operators not to answer to call in where no phone options exist.  Can they not intercede on our behalf to correct the situation?”

“Can the TTC website have live chat for customer service? Can reservation department for Wheel-Trans have live chat? Also can TTC make website have accessibility features?”

Responses

Thank you for the feedback. We will take this feedback into consideration.

The Live Chat option connects customers to a Wheel-Trans Customer Service agent, and is open during Customer Service hours. Priority and Reservations inquiries are not handled via the Live Chat.

The TTC website meets the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA standards (international standards for web accessibility). It also includes various accessibility features that go above and beyond minimum standards, including verbal station descriptions developed in partnership with customers with vision loss.

Comments

“TTC has implemented wifi throughout the subway system when will it be implemented throughout Wheel-Trans as it is available on some but not all taxis providers!”

“Cannot use the app if there's no wifi on Wheel-Trans.”

“When will Where's my Ride be available for all Wheel-Trans providers, including contracted taxis?”

“"Where's my ride" should be available for all vehicles, including contracted taxis so that riders are able to see how late it could be. It matters for those traveling to appointments like chemo and dialysis. Will this happen and when?”

Responses

Wifi is currently available in Co-Op and Royal Accessible Taxis. We are planning to expand wifi availability to other contracted taxis in 2024.

Wifi is currently available onboard Co-Op and Royal Accessible Taxis. Wheel-Trans is planning to expand wifi availability to other contracted taxis in 2024. Wifi is currently not available onboard Wheel-Trans buses but consideration will be given to adding it in the future. Customers who do not have data on their device will not be able to use the app in a vehicle without wifi.

Where's my Ride will be available for Accessible Taxis in early 2024. We are working with our software provider to roll it out to Sedan taxis late 2024.

Comments

“Small bluetooth called Ibeacon. It's helpful for a blind person to navigate the station, especially busy intersections. Bus drivers stop very quickly making it difficult to get on and off.”

Response

TTC has had an ibeacon pilot at St. Clair Station for the past few years, which helps facilitate wayfinding for customers with vision loss. Additionally, TTC is starting to explore the feasibility of doing a trial of newer wayfinding technologies, and will consult with ACAT members and customers with vision loss as part of the exploration.

Comments

“ACAT meeting minutes. Is it possible to post the transcript as minutes are pretty bare of details.”

“What is the actual live feed link on the TTC site for the ACAT meetings?”

Response

Information about ACAT meetings, including how to attend General Meetings as an observer, is available at the following link: https://www.ttc.ca/Public-meetings/Advisory-Committee-on-Accessible-Transit---ACAT 

The captioning link for ACAT General Meetings is available to anyone attending the meetings.

Comments

“I requested to attend virtually when the notice first came out. I just got an email just shortly before 6 and have still been unable to join. I am a Beanfield supporter and customer. The meeting no longer says it has not started which it did as per my first email. Now while I should be in business, the latest note says check my junk mail. It is not there. What is happening. I have Linix onboard and Chrome for my email. Since many of us will miss this please send a full transcript of all questions, answers and information passed along to my email which I assume you to have and that you have all my replies to you including this one now. Please advise you will be able to do this and when a reschedule can take place?”

Response

Thank you for your feedback. For future Forum events, the TTC will ensure that communications are clearer to people attending virtually.

Comments

“No Braille or Large print materials available in person at event.”

Response

Thank you for the feedback. Larger print documents were available. The TTC is happy to provide braille versions of documents upon request in advance of the Forum.

Comments

“Where can I find information on the concerns and how they were solved?”

Response

Staff responses to feedback provided at the Public Forum are posted on the TTC website. Also, at each Forum we try to highlight where we have implemented suggestions made in the previous year.

Comments

“How is the TTC funded?”

Response

In terms of operating funding, the TTC is primarily funded through revenue fares paid by customers as well as a property tax subsidy. Capital funding (for example, to pay for system expansion and new facilities) is paid for by contributions from all levels of government.

Comments

“Urge oversight from the TTC as opposed to working on a complaints based system.”

Response

Thank you for the feedback. We will take this feedback into consideration.

Thank you for your Wheel-Trans service.  Very, very good service and the drivers and everyone. Thank you very much.