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Cancel Your Trips - Frequently Asked Questions

  1. How do I cancel a trip scheduled for today, tomorrow, or over the next 7 days?
  2. What if I do not wish to cancel a trip but would like to change the time or address?
  3. What if I only wish to cancel one way of a round trip?
  4. What if I have cancelled my ride by mistake and wish to get it back?
  5. I have decided to make my own way to my destination or have been offered a ride, therefore, I do not need the trip currently on the waiting list.
  6. Can I permanently cancel my regular trips online?
  7. How do I temporarily cancel my regular trips as I am going on vacation?
  8. I would like to cancel my regular trip for only 1 day this week, do I have to create a regular trip interruption?
  9. Will creating regular trip interruptions affect my future regular trips?
  10. How can I view the regular trips interruptions I currently have on file?
  11. How do I delete all or part of my current regular trip interruptions?
  12. I will need 1 of my regular trips this week, currently with an interruption. How do I reschedule it?

How do I cancel a trip scheduled for today, tomorrow, or over the next 7 days?

From the Main Menu go to Cancellations.

On which day would you like to cancel your trips?

  1. From the drop down menu, Select the Date you wish to cancel your scheduled trips.
  2. Select Show Trips to continue.
  3. Select Cancel for the specific trips you would like to cancel.
Late Cancellation/No Show Policy

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What if I do not wish to cancel a trip but would like to change the time or address?

You are unable to modify an existing trip online. Please contact Reservations in order to make any changes OR cancel your existing trip and rebook a new trip online.

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What if I only wish to cancel one way of a round trip?

Select Cancel only for the individual trip you wish to cancel. If you wish to cancel a round trip, select Cancel for Trips 1 and 2.

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What if I have cancelled my ride by mistake and wish to get it back?

You are unable to undo a selection such as Cancel a ride. You must either rebook this trip online or contact Reservations.

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I have decided to make my own way to my destination or have been offered a ride, therefore, I do not need the trip currently on the waiting list.

From the Main Menu go to Cancellations.

On which day would you like to cancel your trips?

  1. From the drop down menu, Select the Date you wish to cancel your scheduled trips.
  2. From the drop down menu, select trip status Waiting List.
  3. Select Show Trips to continue.
  4. Select Cancel for the specific wait listed trips you would like to cancel.

It is important that you do this in order to avoid your return ride being cancelled or a penalty as a result of a no show, if the ride is scheduled and arrives to pick you up.

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Can I permanently cancel my regular trips online?

If you assigned an end date to your regular trips when they were first created, your regular trips will not continue beyond that date.

You may not permanently cancel your existing regular trips online. Please contact Wheel-Trans for assistance.

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How do I temporarily cancel my regular trips as I am going on vacation?

You may create a regular trip interruption for the time you will not be using your regular trips.

From the Main Menu go to Cancellation and Select Regular Trip Interruptions.

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What is a regular trip interruption?

A regular trip interruption is a block of regular trips OR individual future regular trips that you wish to cancel due to illness, vacation, building closures etc. Please note that interruptions may be placed for a period of up to 12 weeks only.

Create a Regular Trip Interruption

Which are the days and period you want to create a regular trip interruption?

  • Select the date of the week you are temporarily cancelling your regular trips. If you wish to interrupt all your regular trips, select all the days.
  • Select the Year, Month and Day you wish the interruption to start, from the drop down list. This wil be the first day your trip will not show up.
  • Select the Year, Month and Day you wish the interruption to end, from the drop down list. This will be the last day your trip will not show up. Regularly scheduled trips will commence after this date.

Why do you want to create this regular trip interruption?

  • Select the Reason, or reason that closely matches your reason for cancellation, from the drop down list.
  • Any comments, details or clarification may be provided in the comments field.

You must select Add Trip Interruption to submit your regular trip interruption.

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I would like to cancel my regular trip for only 1 day this week, do I have to create a trip interruption?

While you are able to cancel a regular trip for today, tomorrow or over the next 7 days using Cancellation, you are not able to access trips beyond that, therefore, you must add a regular trip interruption.

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Will creating regular trip interruptions affect my future regular trips?

Regular trips will only be temporarily cancelled for the time period you have selected. After the interruption end date, your regularly scheduled trips will automatically continue. There is no need for you to rebook them.

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How can I view the regular trips interruptions I currently have on file?

From the Main Menu go to Cancellation and select Regular Trip Interruptions.

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How do I delete all or part of my current regular trip interruptions?

From the Main Menu select Cancellation go to Regular Trip Interruptions to view a list of regular trips that have interruptions.

If you wish to remove a trip interruption, meaning you do not want to have a particular regular trip interrupted you may select Delete under the Action Heading.

Question What if I would like to cancel only 1 way of a regular trip during the trip interruption period?

Select the individual trip you would like deleted from the trip interruption. Once deleted, this regular trip will remain booked on a one-way basis.
**NOTE** You many only delete an interruption with a future start date. You cannot delete an interruption that has commenced.

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I will need 1 of my regular trips this week, currently with an interruption. How do I reschedule it?

A regularly scheduled trip will not be available during the interruption period. You must book the individual trip up to 1 week before your requested travel date.

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Cancel Your Trips

Remember Remember: In order to avoid a penalty, as per the Late Cancellation/No Show Policy, all rides should be cancelled 1 day in advance. Any ride cancelled on the same day of service will be considered a Late Cancellation.

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Return Ride Being Cancelled

When a ride is reported as a No Show or Cancel at the Door by the driver, it is assumed that the customer does not require their return trip and it is automatically cancelled.

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What is a No Show?

The driver will wait 5 minutes past the scheduled pick up time. If the customer is not there, a no show will be reported against the customer.

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Late Cancellation/No Show Policy

What is the Late Cancellation/No Show Policy?

The Late Cancellation/No Show Policy is intended to educate customers on the impact trip cancellations and no-shows have on persons with disabilities who rely on Wheel Trans service. We understand that our customers cannot always anticipate when they will not be feeling well, or have a list minute change of plans. Therefore the policy forgives customers for receiving late cancellations or no-shows up to a maximum of four days per month.

Why was the Late Cancellation/No Show Policy Implemented?

Every year approximately 15% of booked trips are cancelled. Late trip cancellations limit the ability of Wheel-Trans to fill schedule gaps with trips for other customers. Late Cancellations/No Shows result in delays to customers on the vehicles and make subsequent trips late.

What is a Late Cancellation?

A late cancellation is any trip which is cancelled on the same day of service. To avoid a late cancellation, please ensure you cancel your trip before midnight (11:59 pm) the night before.

What is a No Show/C.A.D (Cancel at the Door)?

A No Show is when a vehicle arrives at the designated pick up time, waits five minutes and the customer cannot be located. To avoid No Shows, please ensure you are ready and waiting for your ride at least five minutes in advance. C.A.D.s occur when the customer informs the driver who arrives to pick them up that they will no longer be taking the scheduled trip.

When is a Late Cancellation or No Show not held against me?

If a vehicle arrives 20 minutes or more late and you wish to cancel the ride or no show the ride, it will not be held against you; if the circumstances surrounding your late cancellation or no show are unusual, it may not be held against you; or if Wheel-Trans declares a snow emergency or heat alert.

Policy Actions

Specific Policy Actions are available upon request.

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