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Book Your Trips - Advance Booking - Frequently Asked Questions

  1. What time can I start booking my trips online?
  2. Does booking online guarantee I will get a ride?
  3. How do I book a trip?
  4. Questions about When are you travelling?
  5. Questions about Where does your trip originate?
  6. Questions about Where does your trip end?
  7. Questions about Escorts and Assistive Devices
  8. Questions about Confirm Trip
  9. Questions about Trip Schedule Confirmation

What time can I start booking my trips online?

You may book your trips online the same hours as booking trips via IVR or Reservations. Trips are booked 1 day in advance commencing at 5:00 AM. The system is available for booking daily from 5:00 AM to 11:00 PM.

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Does booking online guarantee I will get a ride?

Online booking is another form of booking trips, it does not guarantee rides. Rides are still booked on a first-come-first-served basis and in order to increase your chances of obtaining a ride, you must still call or register online as early as possible the day before your requested travel date.

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How do I book a trips?

From the Main Menu select Book Your Trips.

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Questions about When are you travelling?

Can I book multiple trips?

All trips are automatically set to book as a round trip, meaning to and from selected addresses. If you would like to book multiple trips, select the one way trip option to book each trip individually.

How do I book a departure time from my home?

The system will only allow an arrival time for your inbound trip and a departure time for your return. If you require a departure time on the inbound trip, you will have to book your trip using the one way trip option. This will give you the option of selecting arrival or departure times.

How do I book an arrival time 10 minutes past the hour?

The system is set up to allow arrivals/departures at 15, 30 and 45 minute intervals only. The system does not recognize intervals of 5 or 10 minutes.

How do I book my return ride for after midnight?

When you book a trip that is after midnight (2400), select the time as usual for that trip. For times just after midnight, the system will automatically adjust the date to the next day. For example, if you are booking a ride for March 1st and are requesting a return ride after midnight at 12:30 AM, the system detects that this ride actually occurs on March 2nd.

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Questions about Where does your trip originate?

What is a Recent Trip Stop?

A recent trip stop is an address which you have booked to or from in the recent past.

What is a Landmark Type?

A Landmark Type is an address which is frequented by Wheel-Trans customers. This usually is a public facility such as a hospital, shopping mall, recreation facility etc. This used to be called a Common Location Type.

What is a Registered address?

A registered address is a personalized address you can register to book trips to/from online. This usually includes your doctor's office address, a family member or friend's home etc.

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Questions about Where does your trip end?

What if I have never been to the address I am booking to and it is not a Landmark?

The address must be registered as a personalized address on the system for you to choose from for future bookings. Please contact Wheel-Trans for assistance.

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Questions about Escorts and Assistive Devices

How many escorts am I allowed to take with me?

You are able to book online with 1 escort weekdays and additional escorts weekends and holidays.

I will be travelling with another Wheel-Trans registrant, therefore, I have 2 registration numbers, why can't I book with more than 1 escort on a weekday?

The system is set up to allow only 1 escort weekdays, regardless of having more than 1 registration number. If you have more than 1 registrant travelling or permission to book with additional escorts, please contact Reservations to book your ride.

The assistive device(s) I currently use are not listed on my file or are incorrect.

You may only book a trip using the assistive device(s) currently listed in your file. Normally, this is the device you used when you obtained approval for the Wheel-Trans service. If your device has changed or you would like to add an alternative device, please contact Customer Service.

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Questions about Confirm Trip

What if I make a mistake with any of my entries or need to change an entry?

You may use the Navigation Menu found at the top of the screen to return to an earlier step in the booking process.

What if I do not wish to continue booking this ride and wish to book an entirely different ride?

Select Start Over found at the bottom of the page.

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Questions about Trip Schedule Confirmation

The expected pick-up and drop-off times are ½ hour windows. How do I obtain exact pick up times?

You may confirm your exact pick up times and Vehicle Type after 9:00 PM the evening before your ride. You may also confirm your times anytime after 5:30 AM on the day of service.

To confirm your trips go to Trip Inquiry from the Main Menu. From the drop down menu select the Date you wish to view and select Show Trips.

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Mouse Navigation Menu

If at anytime you feel you have made an error or wish to change any of the information entered on the previous pages Plan Trip, Origin Address, Destination Address, or Escorts and Assistive Devices, select the page you wish to modify by selecting it on the top of the screen. The page you are currently working on is highlighted.

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Start Over

If you wish to delete all the information and rebook a new trip, select Start Over at the bottom of the page.

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Plan Trip

Notice All trips are automatically booked as a Round Trip. Meaning the bookings will be to and from selected addresses. If you would like to book a one way trip only, select Additional Options: One Way Trip and continue.

When are you travelling?

  • On Select the calendar date you wish to travel from the drop down menu.
  • Drop-off at Select the time you wish to arrive at your destination from the drop down menu. Please select the hour, the minutes (in increments of 15 minutes only) and time of day (AM or PM).

When is your return trip?

  • Repeat the above steps for the time you wish to return from your destination address.

Go to Next Step You must select this to continue

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Origin Address - Where does your trip originate?

There are 3 Options to select your origin address:

  1. Select an address from your Recent trip stops from the drop down list, then select GO.
  2. Select an address from a Landmark Type. From the drop down list, select the Type of address you are booking to, ie. Hospital. From the Starting Letter drop down list, select the first letter of the location name, ie. S for Sunnybrook Hospital. Selecting a first letter is optional. Select GO to continue. From the Landmark drop down, select the location and select GO.
  3. Select an address from the drop down menu of your registered addresses, then select GO.

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Destination Address - Where does your trip end?

There are 3 Options to select your destination address:

  1. Select an address from your Recent trip stops from the drop down list, then select GO.
  2. Select an address from a Landmark Type. From the drop down list, select the Type of address you are booking to, ie. Hospital. From the Starting Letter drop down list, select the first letter of the location name, ie. S for Sunnybrook Hospital. Selecting a first letter is optional. Select GO to continue. From the Landmark drop down, select the location and select GO.
  3. Select an address from the drop down menu of your registered addresses, then select GO.

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Escorts and Assistive Devices

What Assistive Device Are You Using?

  • The assistive device you regularly use is displayed. If this is the device you will be taking, no further action is necessary.

If you wish to change the assistive device you are taking:

  • Select Your Assistive Devices. Another page will display a list of assistive devices currently listed in your file. Select the assistive device you wish to use for this trip.

Are Escorts Travelling With You?

  • If you are travelling with an escort, enter the number of escorts in the box provided. If you are travelling alone, please leave the box blank.
  • If your escort is travelling with a mobility device, select Escort(s) and Assistive Device(s). Another page will display a list of devices; please select the mobility device your escort will be using.

What Assistive Devices Are You Using For Your Return Trip?

  • If the information on your return trip is different with regards to your mobility device(s) and escort(s), deselect Same as first trip leg and follow the above steps to input information requested. If it is the same, no further action is required.

Go to Next Step. You must select this function to continue

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Confirm Trip

The confirm trip screen allows you to view the information you have submitted in order to ensure it is accurate prior to scheduling the trip.
Please verify:

  • The Trip Requested date is correct
  • The address you are booking from under the From Address heading is correct
  • The address you are booking to under the To Address is correct
  • The number of Escorts is correct
  • The mobility device you are using under the heading Your assistive devices is correctly listed
  • The mobility device your escort is using under the heading Your escort assistive devices is correctly listed

Select Submit Request to book your ride.

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Trip Schedule Confirmation Screen

This screen will show you the results of your booking.

Trip Status: Trip Scheduled

  • There is no need for further action. The trip has been booked as shown.
  • If you do not want to take this trip, you may Cancel the trip by selecting the box under Action. The trip will not be booked.

Trip Status: NO OFFER

  • This means that the trip you are requesting is currently unavailable. You do have the option of placing this trip on the Waiting List by selecting the box under Action. You may not have this option if an error occured while scheduling.
  • If you do not wish to place the trip on the Waiting List, no further action is required. The trip will not be booked nor wait listed. You may attempt to rebook the trip by repeating the Online booking procedures under the Booking menu.

Trip Status: Trip Scheduled - Alternate Offer

  • This means that the trip has been scheduled using alternate times. The exact times you were requesting are currently unavailable, the system is offering an alternate time currently available.
  • You may choose to Cancel the trip by selecting the box under Action marked Cancel. If you do not select Cancel the trip will be booked as shown.

Select Perform Selected Actions only if you have chosen to Cancel or Wait List a trip.

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