Be Ready and Waiting

To enable Wheel-Trans to accommodate as many trips as possible and reduce service delays, you are asked to be waiting at the pickup location five minutes prior to your scheduled pickup time. If you have received a 30 minute pick-up window time, ie. 8:00a.m. to 8:30a.m., be ready five minutes prior to the start of the window (7:55a.m.).

Five Minute Waiting

Bus and taxi drivers will only wait five minutes past the scheduled pick up time; or five minutes past the vehicle arrival time, whichever is later.

Knocking on Doors

Bus drivers and taxi drivers do not knock on doors or ring doorbells at private residences or call up to a customer's apartment. The exception is when the driver arrives more than 20 minutes past the scheduled pickup time.

Drivers entering Buildings

Drivers are required to enter public buildings such as hospitals, shopping mall waiting areas and institutions and announce their arrival. Drivers are not permitted to enter a customer's residence under any circumstances.

Confirming Identity

When you identify yourself as a rider, the driver will confirm your name and destination to verify that they have the proper customer. You are required to carry your registration card at all times when travelling on Wheel-Trans.

Paying Fares

Drivers are instructed not to reach into customers' pockets, purses or wallets at any time to obtain fares, even if requested by customers. You are asked to have your fare ready at the time of pickup. Metropass use is both convenient and economical. Please select the following link for details: Metropass

Carrying Parcels

Bus drivers and taxi drivers are responsible for helping you to and from the vehicle through the first accessible entrance. If you require further assistance, such as carrying parcels, please arrange for an escort to travel with you.

Postural Belts

All wheelchair and scooter customers will be offered the use of a postural belt. The postural belt is used for added safety for the customer while being escorted to and from the vehicle. If you are uncertain on what a postural belt is or whether you require one, please call Customer Service at 416-393-4111.

One Step Policy

In order to minimize hazards to both our customers and drivers, we do not take manual wheelchairs up or down more than one step. You are responsible for making arrangements to have your wheelchair taken up or down stairs. Electric wheelchairs and scooters must use ramps or lifts.

Securement

All mobility devices must be secured using four securement belts even when the customer transfers out of the wheelchair or scooter. Only TTC approved "O" rings may be used.

Portable Ramps

It is the customer’s responsibility to ensure that all non-TTC ramps are safe and in good repair. This includes the following: ramps are clear of debris, ice and snow; surfaces are non-slip; and ramp angles allow for safe motion.
The setup, removal and the transfer of ramps on and off the vehicle is the customer’s responsibility.

Permanent Ramps

The guidelines pertaining to portable ramps also apply to stationary ramps. All stationary ramps must meet the Ontario Building Code and must be in good repair. This includes the following: clear of debris; ice and snow; surfaces are non-slip; and ramp angles allow for safe motion.

The TTC Accessible Network

Customers can now plan trips using both Wheel-Trans and the TTC Accessible Network.
Customers may transfer from Wheel-Trans to TTC accessible buses and subways. No extra fare is required. This allows for customers to travel spontaneously and frees up Wheel-Trans services for those customers who are unable to use the accessible TTC services.