Family of Services Conditional Travel Policy

Policy Statement

This policy clarifies the pick-up and drop-off procedures for customers with conditional eligibility when travelling using the TTC’s Family of Services (bus, streetcar, subway).

Scope

The policy applies to all TTC Wheel-Trans customers with conditional eligibility when they are travelling using Family of Services.

Definitions

Conditional is a category of eligibility for customers who have specific conditions which limit their ability to consistently use the TTC’s conventional transit (bus, streetcar, subway). When these pre-determined conditions are not present, these customers are able to use conventional transit for all or part of the trip.

Family of Services (FOS) is when a customer travels on Wheel-Trans service to connect them to/from a designated transfer point along a TTC bus/streetcar route or at a subway station. 

Conventional TTC Transfer Stop Pole is an accessible, designated stop to connect Wheel-Trans customers to a bus or streetcar route, or at an accessible subway station. They are for shared usage between Wheel-Trans and the TTC Conventional service. Conventional TTC transfer stops can be identified by the red rectangular box with a blue “No Show” board that is hung under the route signage.  Only select bus/streetcar stops along a conventional route will be used for FOS transfers.

Wheel-Trans Transfer Stop Pole is an accessible designated stop to connect Wheel-Trans customers to bus, streetcar or at an accessible subway station. They are for Wheel-Trans vehicles only. Wheel-Trans Transfer stop poles are blue and have the words Wheel-Trans on them.
 
Dual Transfer Location has both a conventional TTC transfer stop pole and a Wheel-Trans transfer stop pole installed to indicate a Family of Services connection. These locations have ample space to accommodate both a Wheel-Trans vehicle and a conventional TTC bus or streetcar at the same time.

Shared Transfer Location has only a conventional TTC transfer stop pole to indicate a Family of Services connection. These locations only have space to accommodate one Wheel-Trans vehicle or one conventional TTC bus or streetcar at a time.

Trip begins at the customer’s scheduled origin and ends at a scheduled destination.  A customer must remain at the destination of a completed trip for a minimum of 45 minutes before being picked up for a new scheduled trip.

General Principles

When a customer with conditional eligibility requests a trip and their eligibility condition(s) is present, a door-to-door trip will be scheduled. E.g. customer has the condition Darkness and will receive a door-to-door trip while travelling at night.
When a customer with conditional eligibility requests a trip, and their eligibility condition is not present, a Family of Services trip will be scheduled.  E.g. customer has the condition Summer and will receive a Family of Services trip while travelling during the fall.
 
The exact location of the transfer stop pole will be communicated to the customer at the time their Family of Services trip is scheduled. 

Family of Service Trips at Dual-transfer Location

For connections to bus, streetcar or at a subway station:

Pick-up Procedure

1. Wheel-Trans customers are to wait at the conventional TTC transfer stop pole.
2. The Wheel-Trans Operator will park the vehicle at the Wheel-Trans transfer stop pole.
3. The Wheel-Trans Operator will exit the vehicle and walk to the conventional TTC transfer stop pole and identify the customer they are scheduled to pick-up.
4. The Wheel-Trans Operator will escort the customer back to the vehicle and proceed to the next destination.
5. If the customer is not at the conventional TTC transfer stop pole, the Operator will wait up to five (5) minutes beyond the scheduled pick-up time. If the customer still has not arrived, the operator will place a no-show sticker on the designated no-show board located on the conventional TTC transfer stop pole, walk back to their vehicle and proceed to the next destination.

If the location is at a subway station, the no-show sticker will be placed on the no-show board located on the station window.

Drop-off Procedure

1. The Wheel-Trans Operator will park the vehicle at the Wheel-Trans Transfer stop pole.
2. Wheel-Trans Operator assists customer off vehicle, and directs them to where the conventional TTC transfer stop pole is located. The operator is not required to escort the customer to the conventional TTC transfer stop pole.

Family of Service Trips at Shared Transfer Location

Pick-up Procedure

1. Wheel-Trans customers will wait at the conventional TTC transfer stop pole.
2. At the scheduled pick-up time the Wheel-Trans Operator will drive to, and park the vehicle at the conventional TTC transfer stop pole. The Wheel-Trans Operator will not stop at the conventional TTC transfer stop pole before the scheduled pick-up time.
3. The Wheel-Trans Operator will exit the vehicle and identify the customer.
4. The Wheel-Trans Operator will assist the customer on to the vehicle and proceed to the next destination.
5. If the customer is not waiting at the conventional TTC transfer stop pole, the Operator will move the vehicle and return in approximately five (5) minutes. Wheel-Trans vehicles cannot wait at a conventional TTC transfer stop pole.  If  the customer still has not arrived, the operator will place a no-show sticker on the designated no-show board located on the conventional TTC transfer stop pole, and proceed to the next destination.

If the location is at a subway station, the no-show sticker will be placed on the no-show board located on the station window.

Drop-off Procedure

1. The Wheel-Trans Operator will park the vehicle at the conventional TTC transfer stop pole.
2. Wheel-Trans Operator will assist the customer off the vehicle in front of the   conventional TTC transfer stop pole.

Related Documents

P-Wheel-Trans-CS-111: Late Cancellation and No-Show Policy
P-Wheel-Trans-CS-113: Door-to-Door Policy
P-Wheel-Trans-CS-123: Layover & Multiple Stops Policy
New Customer Welcome Package
Wheel-Trans Eligibility Application